Complaint Review: Pets Warehouse
Pets Warehouse Petswarehouse.com Does not deliver items as pictured on website Copiague New York
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I placed an order for a play pen mat for my rabbit from PetWarehouse.com - here is the link to the item petswarehouse.com/marsha.... The only picture shown on this page is of a blue mat, which is exactly what I wanted. In the description of the item it says asst colors, but since only the blue mat was shown and there was no option to pick another color, no "red or green is out of stock", no disclaimer that says "customers may not receive the color of the item pictured", I assumed I would receive a blue mat, you know, as pictured. When my item arrived it was red. I contacted customer service, believing I had been sent the wrong item as the picture on their website was blue and there was no indication that I would receive any color other than blue. When customer service responded they were incredibly rude, said I had no choice in color and it was my fault for not reading the description correctly. They said that if I wanted to return the item, I would have to pay for return shipping as well as a 20% restocking fee. However, I referred to point 4. in their customer service that said if a customer is sent the wrong item, Pet Warehouse will cover the fee.
I was never given an answer as to how I was not sent the wrong item - I ordered a blue mat and received a red one. I'm pretty sure this constitutes as receiving the wrong item. The only picture on the website is of a blue mat and nowhere within the description does it indicate that I may not in fact receive the item that is pictured. I relayed that I felt this was false advertising and poor customer service. I explained that I would like to return this item or exchange it for the item pictured --click on the link - would you think you are getting the blue mat???? and they told me my two options are to keep it or return it and pay for shipping and the 20% restock fee. The customer service exchange ended with them blaming me for not asking what color I would receive (Um, why would I ask when the only item pictured is blue? If you click on a blue t-shirt on Gap's website and order that item would you be upset if you received a red t-shirt? I think so.) The best part was the Jack or whoever the customer service guy was said "I'm done with this" It's literally like I'm in the twilight zone. In what world do you need to check if you are getting the item pictured on a website before you order it? I literally am still in disbelief with how I was treated. Don't order from this company they are scammers. Check their reviews, I wish I had before spending my money with them.
Thought I was supporting a small business, but wish I would have just gone with Petco or Pet Smart or someone who I know would be reasonable with their customer service. Wish I could post the entire email exchange. Not once did I get profane or say anything other than that I felt that this was false advertising and I should not be responsible for paying the return shipping and restock fee for an item that was not ordered. I don't understand why I was treated with such disrespect. Really too bad. And from reading other reviews it seems I am not the only one who was treated so poorly by Pets Warehouse's customer service team.
This report was posted on Ripoff Report on 04/25/2017 01:24 PM and is a permanent record located here: https://www.ripoffreport.com/reports/pets-warehouse/copiague-new-york-11726/pets-warehouse-petswarehousecom-does-not-deliver-items-as-pictured-on-website-copiague-n-1369583. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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