I had a recent problem with an order from petco.com. I thought I would see if my issue is unique or if others have experienced similar issues.
I prefer shopping at the brick & mortar store, but my near-by store has trouble maintaining stock on some items. So I occasionally order from petco.com. I've never had any issues until my last order. Here's what happened.
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UnhideWhenUsed="false" QFormat="true" Name="Intense Emphasis"/> <w:LsdException Locked="false" Priority="31" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Subtle Reference"/> <w:LsdException Locked="false" Priority="32" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Intense Reference"/> <w:LsdException Locked="false" Priority="33" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Book Title"/> <w:LsdException Locked="false" Priority="37" Name="Bibliography"/> <w:LsdException Locked="false" Priority="39" QFormat="true" Name="TOC Heading"/> </w:LatentStyles></xml><![endif][if gte mso 10]><style> /* Style Definitions */table.MsoNormalTable{mso-style-name:"Table Normal";mso-tstyle-rowband-size:0;mso-tstyle-colband-size:0;mso-style-noshow:yes;mso-style-priority:99;mso-style-parent:"";mso-padding-alt:0in 5.4pt 0in 5.4pt;mso-para-margin:0in;mso-para-margin-bottom:.0001pt;mso-pagination:widow-orphan;font-size:10.0pt;font-family:"Times New Roman";mso-fareast-language:JA;}</style><![endif]StartFragmentOn December 10, 2015 I placed an order with petco.com for 5 boxes of Soulistic Beef & Tuna pouches and 5 boxes of Soulistic Tuna & Salmon pouches. Two cartons arrived via UPS in a timely fashion. Super. However, when I opened the boxes I discovered that the order was short 2 boxes of Tuna & Salmon pouches. No big deal; these things happen.
I used the widget on petco.com to alert them to the issue. When I did not receive a response within 3 days, I sent another note. Again, no response after 3 days. Begrudgingly, I pick up the phone and called petco customer support. I was placed on hold. After being on hold for 5 minutes, I hung up. I called again later that day. This time their system disconnected me. I called again. Same story - put on hold until I hung up.
I waited a few days and called again. This time I waited on hold for 8 minutes before giving up. I decided to dispute the paypal charge, since I cannot speak to a human about my order. I also fired off a firm, but respectful letter to James Myers, the CEO of petco describing my experience.
I realize that every store has problems with orders from time to time. My issue is not that my order was incomplete, it's how painful it has been to rectify the situation.
Has anyone else had a negative experience with petco.com?
I prefer shopping at the brick & mortar store, but my near-by store has trouble maintaining stock on some items. So I occasionally order from petco.com. I've never had any issues until my last order. Here's what happened.
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UnhideWhenUsed="false" QFormat="true" Name="Intense Emphasis"/> <w:LsdException Locked="false" Priority="31" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Subtle Reference"/> <w:LsdException Locked="false" Priority="32" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Intense Reference"/> <w:LsdException Locked="false" Priority="33" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Book Title"/> <w:LsdException Locked="false" Priority="37" Name="Bibliography"/> <w:LsdException Locked="false" Priority="39" QFormat="true" Name="TOC Heading"/> </w:LatentStyles></xml><![endif][if gte mso 10]><style> /* Style Definitions */table.MsoNormalTable{mso-style-name:"Table Normal";mso-tstyle-rowband-size:0;mso-tstyle-colband-size:0;mso-style-noshow:yes;mso-style-priority:99;mso-style-parent:"";mso-padding-alt:0in 5.4pt 0in 5.4pt;mso-para-margin:0in;mso-para-margin-bottom:.0001pt;mso-pagination:widow-orphan;font-size:10.0pt;font-family:"Times New Roman";mso-fareast-language:JA;}</style><![endif]StartFragmentOn December 10, 2015 I placed an order with petco.com for 5 boxes of Soulistic Beef & Tuna pouches and 5 boxes of Soulistic Tuna & Salmon pouches. Two cartons arrived via UPS in a timely fashion. Super. However, when I opened the boxes I discovered that the order was short 2 boxes of Tuna & Salmon pouches. No big deal; these things happen.
I used the widget on petco.com to alert them to the issue. When I did not receive a response within 3 days, I sent another note. Again, no response after 3 days. Begrudgingly, I pick up the phone and called petco customer support. I was placed on hold. After being on hold for 5 minutes, I hung up. I called again later that day. This time their system disconnected me. I called again. Same story - put on hold until I hung up.
I waited a few days and called again. This time I waited on hold for 8 minutes before giving up. I decided to dispute the paypal charge, since I cannot speak to a human about my order. I also fired off a firm, but respectful letter to James Myers, the CEO of petco describing my experience.
I realize that every store has problems with orders from time to time. My issue is not that my order was incomplete, it's how painful it has been to rectify the situation.
Has anyone else had a negative experience with petco.com?