• Report: #498791

Complaint Review: Bobtail Pets

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  • Submitted: Tue, September 22, 2009
  • Updated: Wed, September 23, 2009

  • Reported By: Concerned Consumer — USA
Bobtail Pets
http://www.bobtailpets.co.uk Internet United States of America

Bobtail Pets - The Little Pet Group - bobtail pets co uk pet supplies nicola manchester animals company Manchester United Kingdom

*Author of original report: Further explanation of phone connection. If I could remove this report I certainly would

*Author of original report: Bobtail Pets has now explained/remedied situation (tragic circumstances behind misunderstanding), promptly refunded money! :)

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This person/company cheated me out of 48 GBP. I ordered and paid in July 2009 for pet products. A couple days later, the seller "Nicola" e-mailed that the items I ordered were not in stock and claimed to offer me a refund. I responded that a refund would be fine. The refund never came. I have emailed the company several times now, contacted them via their website's form, and disputed it through PayPal (my time elapsed to file a claim and so there's nothing PayPal can do either). I've received no response whatsoever since the "out of stock" email.

Now that I've been cheated I went to the website and looked around more closely.

-Their website does not list a specific street address in Manchester UK. I can't find this information anywhere on the internet.
-Their website's "Guarantee & Returns" page is currently blank.
-Their website's phone number doesn't work
- I tried calling it three times, internationally, and it wouldn't connect. I called the phone number listed on this page: http://services-pets.vivastreet.co.uk/services-pets+manchester-m43/free-local-delivery-for-bulk-buy-foods-goods/10187103 - and the phone number listed there is 07973432376. A woman answered and confirmed I was speaking with Bobtail Pets. I politely explained to her that I ordered and never received my product or a refund as was promised and she immediately hung up on me. I didn't test the fax number.

"Nicola"'s e-mail doesn't provide a last name. In the footer of the text it lists both Bobtail Pets' website of www.bobtailpets.co.uk and www.thelittlepetgroup.co.uk.



This report was posted on Ripoff Report on 09/22/2009 12:54 PM and is a permanent record located here: http://www.ripoffreport.com/r/Bobtail-Pets/internet/Bobtail-Pets-The-Little-Pet-Group-bobtail-pets-co-uk-pet-supplies-nicola-manchester-a-498791. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 0Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Further explanation of phone connection. If I could remove this report I certainly would

AUTHOR: Concerned Consumer - (USA)

If I could remove this report I would now that I know the reason why the company was unable to refund my money at the time. Unfortunately, that is against the policy of this website.

If you haven't yet read the last update, please do: the two main people running Bobtail Pets were tragically injured in a high-speed car crash and have been away from work for a long time. It truly was the last possible explanation that would have crossed my mind, especially in this economy and with the attending circumstances, but it was definitely the perfect storm of bad luck and miscommunication as a result of the car wreck. Given the circumstances I assumed the worst, but as you can see by reading the previous correspondence I posted and my updates, the unlikely actually was the case here. I'm sure this case is the opposite of what normally happens on R|p0ff Rep0rt. Here, there really was a legitimate, justifiable reason for the misunderstanding that happened and it was no fault of Bobtail Pets, Richard, or Nicola. The situation has been remedied 100% and my money has been fully refunded. They have been exceptionally kind and I thank them for that.

I have continued to correspond with Richard and here is more information he provided concerning the telephone connection and service. Changes in parentheses are done by me in the hopes that it may help reduce the damage of a Google search if this page is crawled. It's also been shortened for brevity:

EMAIL 4 from Richard:

Thank you for keeping me up to date with your dealing with (R|poff Rep0rt). I also wanted to let you know that you highlighted a problem we were having with our business telephone numbers and because of this my friend has now been able to fix it for me and our phone numbers work once again. This was a technical error with the people who supply our phone numbers.

All I can say is that what you experienced does seem very dodgy and ('r|poff-ish') as I can only imagine the distress of not being able to get the phone numbers to work on the website nor a response to your e-mail. I do not blame you for writing the report, I would have been very upset and worried after 2 months too.

I appreciate the time you are having to spend on helping me to rectify the (situation).





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#2 Author of original report

Bobtail Pets has now explained/remedied situation (tragic circumstances behind misunderstanding), promptly refunded money! :)

AUTHOR: Concerned Consumer - (USA)

UPDATE:

Bobtail Pets very quickly contacted me and explained that the main people running the business, Nicola and Richard, were injured in a serious car crash and have been away from work for some time due to medical conditions surrounding this tragic event. Because of this, my refund was accidentally overlooked.

Within hours of posting here, Richard e-mailed me, apologized, and thoroughly explained the circumstances - he even offered to send me a free gift in return for my troubles. He immediately looked for the missing transaction, determined that it had mistakenly been missed, and promptly refunded all my money. Overall, this really was a case of repeated bad luck that combined to make the situation look quite ugly when in fact the the true explanation for the problem was very tragic.

I am going to quote the relevant parts of Richard's emails to demonstrate how kind, thorough, and apologetic he was.

EMAIL 1:
"Hi -----,

Apologies for the late reply. Indeed I will be honest with you that I am
now only finding the time to read my e-mails because I have been told by
my friend who is looking after my business that we have appeared on Ripoff Report. The reason I have not been involved in the business of late is
that me and Nicola have been involved in a high-speed car crash and have
been very ill.

I have looked into your complaint on Ripoffreport.com and we can say that
we to our knowledge have already refunded you. I will of course look into
this to find the proof of this and if I find that there has been some
error we will refund you as we are not here to ripoff.

I have spoken to Nicola about the phone call and she did not hang up. The
connection was very poor and she could not hear the caller very well and
the call was cut off. Noticing that the number was unusual she decided not
to call it back in case it was an expensive number to dial and we did run
the number in google and found out that it was American but could not link
it to you I am sorry. I now know it is you and you are welcome to keep
trying to get through to us but please remember we are in the UK.

We are a small business and are local to Manchester we do not really ship
internationally and your order was quite a shock as we cannot imagine how
you came to order from us. I know there was a stock issue as you had
ordered a large amount of one item and that seems to be where the problems
started. Since then we had issued a full refund and thought the matter to
be over. The car crash came and we have had to take time off from our
business and a friend has been kind enough to deal with the small amount
of orders we do get from our small website.

I am so sorry about all this, if you knew us you would know we have not
done this on purpose or to steal money from you. It is a genuine
misunderstanding which has been made worse by us not being able to run our
business since the crash.

I will be logging into paypal now to find details of the refund and get
back to you.

Kind Regards,

Richard
Please feel free to try us again on 0797 343 2376.


EMAIL 2:
Hi -----,

I can confirm that you have not already had a full refund. Where your name
has occurred on our paypal account it shows 2 refunds, when you look at the
details it shows 7 on each as for some reason paypal has made two logs of
the ONE 7 refund made. Having seen 2 refunds it was thought that one was
for 7 and the other was the remainder.

I can get you a refund put through right now but can you please confirm
what e-mail address to send the paypal fees to. I want to be sure that you
will get it.

If you can forgive us for our error I would be grateful. I will be
returning to work soon but until then I will be giving my friend the login
details for this e-mail account so that important e-mails will not be
missed again. Bobtail pets is still in progress and has been stunted by
our time off work, I look forward to gaining control of it soon and one
day being able to fulfill orders from international buyers.

We would really like to send you a free gift if you would let us, if you
would like to include your address and any details of the pets you have in
your next e-mail I will see that we send you something which your pets
will enjoy.

Kind Regards

Richard




EMAIL 3:
Thank you for getting back to me, I am very eager to get the refund to you
as soon as possible so I appreciate your fast response.

We have had the worst months imaginable and have had to rely so much on
the support of our friends and family asking them to check my e-mails
didn't seem as important as the other things they had to find time to do
for us - I could not have imagined that there was a refund issue as in our
error we had thought the matter had long been resolved. Two months is such
a long time and we are so sorry for the distress and problems this has
caused.

Sincere apologies,

Richard



---------------------------------------------

Thank you for everything, Richard, and I wish you the best.



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