pets.com experience

[ang379]

In January I bought 3 18lb bags of Chef's Blend cat food. On February 2, as I'm running out the door to work, I tell my husband to feed the cats w/the cat food that had just arrived via UPS. I come home that night and my two cats are just talking up a storm to me. I thought it was cute how much they missed me. Then I noticed that they were sitting by their food bowls and staring at me accusingly. I glance and mutter "what are you two so whiney about? You've got food." Then I noticed the cat food looked awfully strange - kind've like dog food. Sure enough, although my husband never noticed, Pets.com had sent 3 bags of Eukenuba Dog food. I call Pets.com, they apologized profusely, and told me they would ship out a correct order right away, and to donate the 3 bags of dog food since it would cost more to ship it back than it would be to just take the loss.

I take the dog food to a local no-kill shelter, and they are very happy Pets.com erred. Well, two weeks later, finally 3 more bags of food. 3 bags of Science diet dog food. I couldn't stop laughing - twice now! I call CS, explain the whole story, and ask if they should pick these ones up b/c if I were CS, I'd think I was lying - that's like lightening striking twice! She said nope, just donate them. So, the local shelter has received over $200 in dog food, I got a $20 credit for my patience, as well as a good laugh, and I'm waiting to see if the third time is the charm.

You may be wondering why this is in Kudos & Compliments - but I haven't once been upset about this fiasco. I'm basically going to get my 3 bags of CAT food for free (if they ever come), but most of all, Pets.com CS are delightful and they don't ship an item back to them just to do inventory, they'd rather have you donate it to a shelter. They're a business that cares about what business they're in.

[barbwalker]

I am glad to hear you had such a great CS experience. Having "been there", I know they usually only hear about it when they have ticked someone off, I was happy to hear about some CSR who actually sound like they like their job. I think their donation idea was terrific as well. Much better than having to ship it all back and I think you handled the whole thing well too. It sounds like you had a great attitude about the mistakes.

[ang379]

Thanks, I always go into a problem with a positive attitude. If the CSR makes things difficult, I can get..testy. I've been in the CS industry for 8 years and the most important thing to remember is not to take things out on the wrong person. This was obviously a warehouse order-fulfillment problem b/c everything looked fine in the computer - so I would've had no reason to be angry at CS anyway. In fact, unless a CSR is personally being rude to you, people need to remember that this CSR didn't personally make company policy, didn't personally overcharge your CC, didn't personally send you the wrong food, etc. The CSRs are your link to the company for finding the best possible solution for you. Sorry, I'm getting on a soapbox here.

The other thing that floored me that I forgot to mention is that the CSR I spoke to the 2nd time offered to send me the correct food via overnight FedEx - but if I could wait the extra time that would be nice b/c it would cost them over $90. I told her no way - I could definitely wait a few more days rather than have them pay for that! But I couldn't believe they offered! THAT is a company going above and beyond to make a customer happy.

[athomemom]

I also have had really good experiences with pets.com. They sent me someone else's order in addition to my own. It was for dog bones. I called to inform them, lest the other party not get their stuff, and they said I could keep the bones for my dog and thanked me for taking the time to call them so they could correct it for the other guy. WOW! They're great!