• Report: #832268

Complaint Review: Pet Supply Express

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  • Submitted: Wed, February 01, 2012
  • Updated: Sat, July 21, 2012

  • Reported By: JBL12 — Rhode Island United States of America
Pet Supply Express
Suite 13 / 5 Mitchell St Edinburgh EH6 7BD Internet United States of America

Pet Supply Express Michael Selling fraudulent pet medications from UK pretending to be legitmate US company. Internet

*REBUTTAL Owner of company: Reply

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Please Please do NOT make the mistake of ordering any products thru this website. To start this company is located in the UK NOT the US, and their website is very deceiving by showing pictures of  US versions of pet medications such as Frontline, Revolution, Heartguard and many others, when in fact when you place an order thru this website you are NOT receiving that product. They also only charge a flat 2.99$ shipping rate which would also lead you to believe they are a local company, however that is also false! You are actually receiving the UK version of these products which does not even have the same name. I made the mistake of ordering Revolution and received a product in some what similar packaging that was called Stronghold. My vet strongly advised me against using the product due to the fact that it was not manufactured in the US and there was no way to guarantee that this product Stronghold was of the same dosage and contained the exact same ingredients as Revolution. Immediately after receiving the product I emailed the contact on the website, if you notice there is no phone number available to call, which makes sense now because if they did provide a phone number people might realize that the company was located outside of the US. I did receive an email back from a customer service rep named Michael who went back and forth with me in a few emails trying to convince me to keep the product, he agreed that I could return the product for a full refund. I sent the package back the following day, (mind you because it was being shipped internationally you cannot put any type of tracking or confirmation on the package, so all I had was proof of my receipt and the detailed form of what the package was that you have to fill out for customs) and I continued to remain in contact via email with this customer service rep. Michael, every few days to check in to find out if he had received the product back yet. After 5 weeks of waiting and Michael still stated that he did not receive my refund I decided to file a fraudulent claim with my bank. I was tired of waiting and playing what felt like a game with Michael. I notified him if I did not receive a refund within 5 business days I would be filing an affidavit with my bank, the 5 days came and went and I still had not gotten my refund or hear anything from Michael. I was able to recover my money thru my bank after a few days and I was relieved to think this horrible experience was over. To my dismay about a month or so later I received an email from Michael stating he did not understand why his merchant server had refunded my charge and he would like to know what was going on. Unless he has amnesia I am not sure how he completely forgot about everything that had taken place a month or so prior, but I emailed back stating that AS I SAID I WAS GOING TO, I went thru my bank and filed an affidavit for fraudulent charges due to the fact that he neglected to refund my money. He then proceeded to tell me he has still not received the product I sent back and he was going to re-charge my credit card in 2 weeks if he did not receive the product back. My last and final email to him was that the product was sent back, and the account I used to purchase the products thru the website has since been closed and that should be continue to threaten me I will be forced to take legal action.

I cannot stress enough of how horrible of an experience this was and how much of a fraud Michael and his company/website are! Please do not make the mistake I did of purchasing anything thru this company/website and or using any of these products on your animals!!!!!

This report was posted on Ripoff Report on 02/01/2012 09:13 AM and is a permanent record located here: http://www.ripoffreport.com/r/Pet-Supply-Express/internet/Pet-Supply-Express-Michael-Selling-fraudulent-pet-medications-from-UK-pretending-to-be-leg-832268. 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:
0Author 0Consumer 1Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Owner of company

Reply

AUTHOR: Carol - (United Kingdom)

Pet Supply Express is an online web site selling widely used pet products, we don't claim to be located inside the USA. Our products are genuine products manufactured by the likes of Pfizer, Bayer, Merial, and Novartis, these products are packaged is either USA, UK, and Australian packaging. The complainant ordered Pfizer's Revolution product. The web site identifies the product as Revolution/Stronghold. Depending on our ability to get the best pricing we sometimes offer these products in either name.

Both Stronghold and Revolution are made in the same factory, yet are marketed under different names in various parts of the world. The formulation and dose size is identical. Click Pfizer's link below:
http://www.pfizer.com/about/leadership_and_structure/company_fact_sheet.jsp

The customer accused our company of misleading her and wanted a refund. The customer was issued a Return Authorization number, but the order was never returned.

This Vet operated web site has been selling pet products for more that 10 years to USA based customers and has never sold a fake product, nor would we ever put an animals safety in jeopardy for the sake of profits.
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