This is the 3rd time that Petco has not been able to manage their system to send an order to the correct address. They refuse to except that their system can not handle more than one address (NOTE: this was not a multi address order) in their address book and when the system defaults their response is that the "user" does not know how to use the order system.
I left my bird 400 miles north of where I live with my best friend as where I moved to I could not properly house my bird. I send food/supplies for her care to his address and pay via a web service (ex: Paypal). I buy cat food for myself and it is sent to my home address, which is the same as the billing address.
The first time I had this problem was shortly after I moved and had to add a second address. I ordered cat food for myself and it went to my friends address. The order previous was bird food sent to his address. The problem was straightened out within a couple of weeks. The second time this happened, it took 4 or 5 different attempts, countless emails and phone calls of long duration to finally get my order. In addition, I had to buy a smaller bag from the local Petco at a price that was almost the same as the larger bag I was buying online. The stores where I live do not carry the food I buy in a larger size. Now this is the third time and again, after I can swear to God that I verified the shipping address 3 times, the order went to the wrong address. They want me to wait for a return, refund and then I can rebuy or I can give them another $132.00 and hope they can get it straight.
During the time I talked with Petco customer service, including their Supervisors, I have now had four employees, including Supervisors all but say I was unable to correctly use the internet and not taking responsibility. They attempted to say had I called, this would not have happened however, with the second order I did call and it took almost two months before the order was sent correctly (they had to send 3 more times after customer service and their Supervisor, who per the employee's comments would have been able to correctly process the order since I was not able to do so, got involved.
Tonight after speaking with a Supervisor, I had enough and told them that this was unacceptable and if they did not make this right I would file a dispute with my payment provider and contact consumer affair groups on radio, TV and internet, which is why I'm here.
I intend to send a copy of this to Petco in hopes that this will force them to make good on the order. In the meantime, I am withdrawing my account with them and will do my best to warn others of their incompetence.