Pet Mountain steals customers money Vista California

On Sunday 5/10/09 my wife ordered a light bulb for our salt water tank. It's a hard light bulb to find, and the lengths and types available get confusing. She found petmountain.com and thought she had found the right bulb. She ordered it, totaling $33.23, and within seconds of placing the order realized that it was the wrong length. She looked all over the site for a way to cancel the order, but only found the returns. She did what she thought was right given the web site's poor design and placed a return. To help clarify, she sent an email to the returns address provided and said she wanted to cancel the order, please don't ship it and please don't charge the credit card.

The following Monday, she received an email giving her the shipping tracking number for the order. She again sent an email saying she CANCELLED the order and not to ship it. It shipped anyways.

The package was refused at the door and sent back to Pet Mountain unopened. Pet Mountain received the return 5/22/09. They didn't process a refund until 6/3/09, and when they did they only refunded $12.83.

Upset that this was not the full amount, I called Pet Mountain. At first it was impossible to get a live person. I held for about 45 mins before I hung up. I tried again and this time got a rude woman named Melia. She was snotty and condescending. She talked over me and would not even listen to the fact that this order was CANCELLED the same day. She said it was my wife's fault for ordering the wrong thing and they are going to take and KEEP the shipping fees and then 10% of the cost of the item. I told this woman that the cost of the bulb was $24.24, so even if they kept 10% of the item that's $2.42, so the refund should have been $21.82, not $12.83! She didn't care and wouldn't listen.

I asked to be transferred to a manager. This Melia woman was SO RUDE and SNOTTY! She says to me when transferring, in a really snotty voice, Good luck with that lady!
Then I got a supposed manager, Christin, and this woman was even worse! RUDE, Belligerent, disrespectful, didn't care to listen to what was said, and didn't care. She says, you are not getting back any more money and it's your fault you can't read!

Seriously! She wants to tell me I can't read and I'm stupid for ordering the wrong thing!

I have NEVER dealt with such rude people! I can't believe that a company would STEAL money from someone because they made an honest mistake and tried to correct it the same day! It's criminal!

Drea
Albuquerque, New Mexico
U.S.A.