I had a recent experience with this store via internet shopping. In reading numerous reviews in different places, it seems that the common denominator in the complaints revolve around Tom, the apparent Owner. My experience is as follows- I have been an internet customer for several years. I needed to place an order, as I use the Original Pet Mix to supplement the food I cook for my dog. I received an e-mail informing me that they were running 20% off online orders. I went to their site and ordered my normal food and noticed that in big bold writing by the Pet Mix with Chicken -BUY TWO GET TWO FREE. I don't give my dog chicken because of some allergies but my daughter just got a new puppy and I thought this would be a good chance for her to try the food. So I put "1" in the quantity and it charged me for 2 bags and I would get two free. That would be correct in my world. Pay attention to that because it will become relevant later. I then ordered what I wanted, put in my coupon code for the discount and went on my way. Approximately an hour later I received this e-mail from the Owner, Tom :
K
The Chicken promotion ended over two weeks ago. We would not be able to give two discounts on one order. Please advise.
Thank you,
Tom Peters
1-800-DOGMA-99
www.HealthyDogma.com
Well, first of all as a business owner, I would never ask my customer to be inconvenienced because of my mistake, but apparently Tom doesn't see it that way. Trying to give the benefit of the doubt that sometimes e-mails come across in a way they weren't intended and thinking, well, if giving me what you advertised is going to send you into Bankruptcy, just take it off, but I would like to point out this was your mistake not mine, hence my response -
Well, I was just going by what was on your website. That was how it was advertised and how it showed up on my receipt. I did not put any special code in to get that, just what I was charged. Delete it and adjust my credit card charge to reflect the PetMix Original. Possibly, if it ended two weeks ago, the website should be updated? Thanks.
Still wanting to believe that there are people out there that want to do the right thing, I just felt sure when he realized that I was a little offended by his first e-mail that I would get an apology, well think again. This was his response-
K
Everyone can make a mistake for instance the deal was buy two bags and get two free, you only bought one. So you want me to refund the chicken dinner? no problem
Tom
That was the last straw and I e-mailed him back with a few choice remarks and told him I had been a customer for a number of years but cancel the entire order that I would not do business with ANYONE with that kind of Customer Service. If you note, he is so out of it that he reprimanded me for only selecting "one" when I really wanted "two". As I explained to the "gentleman", I marked "one" for one deal in which HIS website charged me correctly, for the TWO bags, which was correct. Not only is he rude, not too much going on upstairs either.
If you want a decent product, no complaints, but if you are like me and fed up with rude behavior and condescending attitudes, go elsewhere. We are all used to putting up with non-existent customer service, but when bad customer service crosses the line to rude, arrogant attitude, they won't get any of my money. read more