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01-12-2007, 04:56 PM | #1 |
YT Addict | Why petco, why? GRRR! I just spent 341.00 on my lovelies on Jan 2. Because I ordered so much stuff, from petco.com they had to ship the items out seperately and in three boxes. 2 boxes were scheduled to come in today, and another was scheduled for the 15th. 1 box came in perfectly.. and AHEAD of schedule. My other box.. after calling fedex was turned to the shipper because of it being damaged. I call petco and they are like, we don't have any record of that. I'm like, I want my stuff. I paid for it. So now I don't know what to do. The guy so rudely told me I would have to re-order it. He said that I would have to pay for it all over again. Is that right? Does that sound right? Why should I have to pay 2x for the same items? What should I do? Ashley
__________________ I MY Teddy-Weddy (09/14/06) you will be missed Reese |
Welcome Guest! | |
01-12-2007, 05:10 PM | #2 |
All Dogs Go To Heaven Donating Member Join Date: Aug 2006 Location: By The Lake
Posts: 2,727
| The tracking number should show them exactly where the box is. If Fedex has no record to prove that it was delivered to you then they should know where it is. You should not have been treated that way. Call back and ask for a supervisor and ask exactly what level of customer service are they trying to achieve. Let us know what they say. I'm ready to call them myself for you. jeanie
__________________ Jeanie I am @ the Lake Jackson, Maggie, Sunshine, Bailey, Rocky, Emmie & Jack |
01-12-2007, 05:16 PM | #3 |
Donating Yorkie Yakker Join Date: Dec 2006 Location: Dallas/Ft. Worth
Posts: 261
| When you called Fed Ex did you get the name of the person you spoke with? If you didn't, I'd suggest calling them again (even though it seems redundant) & get all the pertinent information-name, rank, serial number. Tell them the situation & find out if there's a particular phone number that Petco can call to verify this information with Fed Ex. Then, armed with this information, call Petco back. If you have a name of a Fed Ex person, a phone number, etc. I bet the Petco Customer Service person will take you seriously. If not, ask to speak to a supervisor. That usually does the trick! Don't be shy...you are asking for what you have ordered & paid for. And the customer is always right! I just realized I posted mostly the same things as Jeanie! Oops...at least we're on the same track! CJ
__________________ "You're not the boss of me!!" Muffin Please come & see me at http://www.dogster.com/dogs/957852 |
01-12-2007, 05:19 PM | #4 |
Yorkie Yakker Join Date: Jan 2007 Location: North Carolina
Posts: 71
| Just a thought here.... If you used a credit card to pay for the items, You can dispute the charges. I know I wouldn't be paying for items I didn't receive! Before that though, I would call Petco back and speak with the manager. They should have some kind of tracking number or something to investigate where the package is. |
01-12-2007, 05:20 PM | #5 |
YT Addict | I did call them and I keep calling to speak to a manager and whenever I do get one.. the line mysteriously disappears. I checked FEDex and they said it was shipped to Mira Loma, CA. I have NO idea where that is. I live in the bay area.. in hercules,ca. I went back to my emails, and checked and Mira Loma, CA is the distribution center for petco. It's where they send out all their items. I called back to tell a manager or SOMEONE this, and they keep saying they have no record of them receiving any damaged goods (that is the reason why fedex shipped it back). I don't want to have to spend the money over again, because it is a lot of money to pay twice. I just want my dogs' stuff.
__________________ I MY Teddy-Weddy (09/14/06) you will be missed Reese |
01-12-2007, 05:22 PM | #6 |
All Dogs Go To Heaven Donating Member Join Date: Aug 2006 Location: By The Lake
Posts: 2,727
| Ashley, I just talked to John at Petco online 877-738-6742. He said to call back and if you do not get a satisfactory answer then ask for a supervisor. I told him that alot of people would know the outcome of this situation. They would know the status of the damaged package by searching the tracking number that they have on file. Go for it girl.
__________________ Jeanie I am @ the Lake Jackson, Maggie, Sunshine, Bailey, Rocky, Emmie & Jack |
01-12-2007, 05:25 PM | #7 |
Donating Yorkie Yakker Join Date: Dec 2006 Location: Dallas/Ft. Worth
Posts: 261
| Did Fed Ex give you an exact address in Mira Loma? That would be good information to have when you talk to Petco. Fed Ex should be able to tell you where in Mira Loma it went, date & time it got there & who signed for it. And if you can get a phone number from Fed Ex that Petco can call to verify any of this, go ahead & get it. Sounds like Petco needs all the help they can get. When you ask for a manager at Petco, get the person's name who is transferring you & the name of the manager you're being transferred to. Ask, if by chance you get disconnected, is there a direct line you can call to talk to this manager. CJ
__________________ "You're not the boss of me!!" Muffin Please come & see me at http://www.dogster.com/dogs/957852 |
01-12-2007, 05:26 PM | #8 |
YT Addict | This is frustrating. I called Petco once more. and I spoke to another customer service agent. I did what you guys said and got the name and number of the person from FEDex who verified that my items had been sent back to petco's distribution center. I also gave them my tracking number for fedex and asked them to go to fedex's website to prove that my stuff had been sent back to petco's distribution center. All of the customer service agent said was "Well, I guess you will just have to re-order everything." I asked them, "with what money? I spent most of it, on the packages that were returned." He said, "I will get a manager and we will see what we can do about that." After 5 minutes of waiting, the line went dead. I simply don't know what to do. I'm thinking of having my mom call for me. She works for the Police Department, and maybe if they heard a police officers voice they would get their act together. I've bought things online before, but this has never onced happened to me. This was supposed to be Teddy and Theresa's new years gifts. I was so excited. I will try back in an hour or so I guess.
__________________ I MY Teddy-Weddy (09/14/06) you will be missed Reese |
01-12-2007, 05:29 PM | #9 | |
YT Addict | Quote:
oh my gosh, thank you! You are looking out fo rme. I wil call back again. Thank you again. I will ask for another supervisor. I'm trying to get a direct number to call them at since you guys had mentioned that! (duh, never dawned on me) Wish me luck. Thank you again!
__________________ I MY Teddy-Weddy (09/14/06) you will be missed Reese | |
01-12-2007, 05:33 PM | #10 |
All Dogs Go To Heaven Donating Member Join Date: Aug 2006 Location: By The Lake
Posts: 2,727
| John also said that if the package came back they would credit your account for the items. That would take a few days. If you could only get someone to tell you where the package was. Then you could re-order the items. If you don't get results, call mom. With the privacy laws they probably won't talk to us about anyone else. I'm so hot right now i want to call for you. I hate crappy customer service.
__________________ Jeanie I am @ the Lake Jackson, Maggie, Sunshine, Bailey, Rocky, Emmie & Jack |
01-12-2007, 05:37 PM | #11 |
Izzy's Momma Too! Donating Member Join Date: Nov 2006 Location: Stuart, Florida
Posts: 8,799
| OMG that's total baloney I hope you get satisfaction! Did you pay with a credit card? They'll help you
__________________ Tracy, Mom to Izzy and Luna |
01-12-2007, 05:46 PM | #12 |
Donating Yorkie Yakker Join Date: Dec 2006 Location: Dallas/Ft. Worth
Posts: 261
| Jeanie, it sounds like you've spent as many years as I have dealing with lack-of-customer-service departments! Ashley, make sure you stress that Fed Ex could not deliver the items to you because they were damaged. Tell them 15 times if you have to that you NEVER received the items...it's between Petco & Fed Ex. You just want what you ordered, in a timely manner, & you don't want to be charged for anything that was never delivered to you. And remind them how large your order was in the first place. It's not like you just ordered one rawhide bone for heaven's sake! Companies with yucky customer service have no idea how that effects people's future purchases & it is SO irritating. CJ
__________________ "You're not the boss of me!!" Muffin Please come & see me at http://www.dogster.com/dogs/957852 |
01-12-2007, 05:55 PM | #13 |
All Dogs Go To Heaven Donating Member Join Date: Aug 2006 Location: By The Lake
Posts: 2,727
| CJ, You're keeping your head at this point. I'm ready to call Petco back and choke someone. Yes, I've been a CSR, that and I found my big girl voice after I turned 50. I'm going to go and have a little glass of wine and I'll be back in awhile to check this out. Jeanie
__________________ Jeanie I am @ the Lake Jackson, Maggie, Sunshine, Bailey, Rocky, Emmie & Jack |
01-12-2007, 06:00 PM | #14 |
YT Addict | Hi all, Thank you guys for all the advice. I did pay for it with a credit/debit card. And I finally talked to a supervisor at petco, and I had fedex on the line as well. (gotta love the three-way phone calling) I let the fed ex person tell petco that in fact the items were shipped back to their distribution center on jan. 12, 2006 at 12:18 pm. Ha! The supervisor was shocked.. silent. He was just getting ready to tell me, "ma'am I don't know what we can do for you." But the fedex person (after hearing me explain the story) introduced herself to the supervisor and stated that in fact the items were shipped back. Suddenly, the supervisor stated, "oh yes, I see something like that here," and stated he would either refund me the money or reship the items at no additional cost. So thank you guys.. esp. you yorkiemom55 for all your help. Hopefully, my items will get sent to me. I will never shop thru petco.com EVER again. Thank you all for the advice. Ashley
__________________ I MY Teddy-Weddy (09/14/06) you will be missed Reese |
01-12-2007, 06:02 PM | #15 | |
Donating Yorkie Yakker Join Date: Dec 2006 Location: Dallas/Ft. Worth
Posts: 261
| Quote:
CJ
__________________ "You're not the boss of me!!" Muffin Please come & see me at http://www.dogster.com/dogs/957852 | |
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