ComplaintsforAll Pets Considered

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  One of my sisters made a purchase on my account at all pets considered battleground ave greensboro nc the beginning of august. The toy would not squeak so she returned it for a exchange under my account. The exchange was made .My other sister purchased a bear toy and I purchased a duck toy and also extra squeaks to replace in the duck. Went back to the store to tell them that the squeak in the duck does not work and the extra squeaks were also not working, the girl at the counter said it would have to be approved by a manager to return the duck and the extra squeakys. I had paid for toys that work properly not now and again. My little dog had to bite down hard to even get it to squeak. The doggie toys should squeak without having to bite down hard on the toy. The girl at the counter said it had teeth marks on the toy, I explained that she was trying to get the toy to squeak and that was why teeth marks. Keep in mind this was all within 1 day after the sell. I have been a customer at that store for many many years and being treated like they could care less about me being a customer at all. I sent the owner a letter explaining what occurred and no reply. This is totally rude and being a customer for such a long time is terrible for a business to treat any customer this way.

  

  Business response

  08/15/2022

  ***** ****** purchased a KONG Duckie toy from our store on 07/24/2022. That was returned on 07/26/2022 with visible puncture marks and use by a pet but she made claims at the time that it was a defective product. We explained at that time (as is our store policy) that it was not a guaranteed product but as a good faith measure, we would do a one-time replacement. PRIOR to checking out, our staff member, Maci R****, "squeaked" each squeaker in the presence of Ms. ****** to ensure that they were working properly. She reviewed the return policy with her (only manufacturer guaranteed items are returnable to our store) and explained this was a good faith return. Ms. ****** then returned on 07/30/2022 with the same claim, that her KONG Duckie and the additional squeakers she had purchased were not working. She brought with her the KONG Duckie toy and 3 of the 6 additional squeakers she had purchased (they come as a pack of 6 but she only brought 3). All squeakers had teeth marks and were visibly chewed by a dog. The staff member working that day informed Ms. ****** that her return would require management authorization since she had already had the toy replaced free of charge once previously. 

  Upon review by management, it was seen that she was trying to return the toy that had been given to her for free as a good faith measure to replace what she felt was a manufacturer defect. Good faith was made prior to her leaving the store to ensure that the product was working properly PRIOR to her leaving with the product. I have retained video evidence that ***** ****** was present at all 3 transactions -- the first purchase of the KONG Duckie, the return and subsequent "free" replacement, and then the attempted return of the replacement toy and 3 of the 6 additional squeakers. Video clips can be provided as evidence of the presence of ***** ****** at each transaction (though she claims that it was her sister that received the "free" good faith toy). 

  Ms. ******'s visit to our store in July was her first visit to our store in over a year. She did send a letter to one of the owner's of the store at her home address however she left no contact information or return address for a response. Ms. ****** has previously attempted other returns to our store that were fraudulent in nature and has lodged complaints previously with management regarding those return requests as well.

  Customer response

  08/16/2022

   I am rejecting this response because:
  
  This store is telling lies. My sister purchased that toy and returned it . If they have a tape of me I want to see it. I also purchased a duck , there were two ducks and the squeaky were purchased the same day. I have never return items to this store again lies. This store has no respect for their customers. They need to tell the truth. They need to remember lies hurt people and businesses.

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