ComplaintsforBodega Pets Foods and Supply

• Initial Complaint

  23/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to bring to your attention a serious breach of privacy that I experienced at Bodega Pets Foods and Supply, located at **************************************************** phone #:**********. Recently I discovered that the store owner discussed my personal information and purchase history with other customers behind my back without my consent. This incident has not only invaded my privacy but has also resulted in ********** *** **** ******* ******* **** entrusted Bodega Pets Foods and Supply with my personal information, assuming that it would be handled confidentially and securely. However, this breach has not only compromised my privacy but has also caused significant distress and harm to my reputation. I firmly believe that such negligence on the part of the store is unacceptable and requires immediate attention.I kindly request your department thoroughly investigate this matter and take appropriate action against Bodega Pets Foods and Supply for their failure to protect my personal information and ensure customer confidentiality. I also urge you to enforce stricter regulations to prevent such incidents from occurring in the future, safeguarding the privacy and rights of consumers.I have attached relevant documents and evidence to support my complaint related to this incident. I appreciate your prompt attention to this matter and look forward to a resolution that upholds our privacy rights.Thank you for your time and consideration.

  Business response

  01/07/2023

  Dear ******************,
  

  Attached you will find our response to the complainant's letter in *** file, please let us know if you are unable to view the file.

  Sincerely,

  ********************* & *******

  Directors of Bodega Pets Foods & Supply Inc.
  

  Customer response

  06/07/2023

  
  Complaint: ********
  
  

  I am writing to express my dissatisfaction with your response to my previous complaint regarding the handling of my personal information and the subsequent events that unfolded. I believe it is essential to address the points you mentioned in your response and clarify the issues at hand.

  
  1. Regarding the consideration of purchase history as private information:I strongly believe that personal information, regardless of whether a purchase was made or not, should be treated with utmost confidentiality. It is concerning to learn that your policy permits the sharing of customer purchase history. To ensure fairness and transparency, I kindly request that you disclose the purchase history of both the customer with whom you had a ****** conversation, as well as the customer named "ele's mom." This will provide equal treatment and maintain fairness in the handling of customer information.
  2. Regarding the screenshot shared and its origin:It has come to my attention that the screenshot in question was shared by the customer with whom you had a chat in a group consisting of over 400 individuals. This action was taken by the customer as evidence to initiate a case of defamation and slander against me. The root cause of this unfortunate situation was the sharing of my purchase history and activities within your store, which directly identified me. In terms of privacy, a more appropriate response, when approached by another customer requesting access to our purchase history, would have been to politely decline, citing the non-disclosure of customer information as store policy.
  3. Regarding the facts presented in the conversation:I must emphasize that not all the statements made in the conversation can be classified as facts. For instance, the claim that we nearly finished all the human pastries is inaccurate. In reality, we only came 2-3 rounds of pastries and dog treats, totaling 5 pieces, for two people and 2 dogs. Furthermore, we spent most of our time at the back of the store and browsing toys and treats and concerns about a large dog that could potentially bite at front. The statement attributed to us inquiring about a "asked if they could do lucky draw" is also misleading. The original question we posed pertained to the minimum purchase required for participation and the delivery method for prizes. Considering the distance between our residence and your store, we decided against making a minimal purchase for the draw, as it would necessitate an additional visit if we were to win. The manner in which these details were misrepresented in the conversation creates a false perception among other customers that we were being cheap and seeking a free draw. Additionally, the statement "[...] you guys should kick her out" expresses a clear opinion that we are undeserving customers who should be unwelcome and without friends. Relying solely on the perspective of another customer to determine our character is not only unfair but also offensive.

  
  I would like to take a moment to reiterate that my initial impression of your store and events was positive, and I was genuinely looking forward to becoming a returning customer. However, the manner in which you handle customers based solely on their one-time purchase history has left me feeling disheartened. Moreover, the shared screenshot contains explicit opinions that negatively affect our reputation, and I believe a more satisfactory response is required than simply choosing to remain silent and denying any wrongdoing.

   

  Business response

  11/07/2023

  Hello,

  Please see attached our second response to complainant, kindly let us know if you are unable to view the file.

   

  Best regards,

   

  Bodega Pets Foods & Supply Management
  

  Customer response

  12/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I am writing to express my deep disappointment and strong dissatisfaction with your response to my previous complaint. It is evident from your reply that you have failed to address the concerns I raised adequately. Allow me to express my dissatisfaction with each point of your response.
  
  1. Regarding the consideration of purchase history as private information:
  Your assertion that the statement "no she didn't make any purchase that day" falls outside the definition of private and personal information is deeply concerning. While it may not directly reveal personal particulars, it does disclose my purchasing activity, which is inherently private. Furthermore, your claim that this statement was expressed in a private conversation does not absolve you of the responsibility to handle customer information with utmost care and respect for privacy. Your unwillingness to acknowledge the breach of confidentiality in sharing my purchase history is disheartening.
  
  2. Regarding the request to disclose the purchase history of another customer:
  Your response to my request for disclosure of the purchase history of the customer you had a ****** conversation with is both dismissive and unreasonable. I find it shocking that you would label my request as conflicting with my principles of privacy. It is crucial to note that I made this request in the context of seeking fair treatment and equal handling of customer information. Your refusal to entertain this request further demonstrates your disregard for customer privacy and your unwillingness to rectify the situation.
  
  3. Regarding the incident involving the shared screenshot:
  You claim that you are not a member of the alleged group consisting of over 400 individuals and therefore cannot comment or respond to the matter. However, it is essential to recognize that the actions of an unrelated third party do not absolve you of your responsibility in the situation. As the entity responsible for the handling of customer information, you should have taken measures to prevent the sharing of personal information and address any potential repercussions arising from it.
  
  4. Regarding the factual accuracy of statements in the conversation:
  Your response fails to address the misleading and inaccurate statements made in the conversation. The claim that you made factual and objective descriptions in the screenshots is deeply troubling. The misrepresentation of the number of pastries and dog treats we purchased, as well as the distortion of our inquiries about a lucky draw, reflects a lack of integrity and fairness in your communication. Your unwillingness to acknowledge the negative implications of these statements further undermines the trust customers place in your store. please explain the statement "I told her you guys should kick her out" directly, you are only relay on one side of story from another customer to determine our personality which is clearly a offence.
  
  5. Regarding your involvement in personal disputes:
  You suggest that the incidents may have arisen from personal affairs or disputes among me and other third parties in the neighborhood. It is important to clarify that my complaint pertains solely to the handling of my personal information and the subsequent events related to it. Your attempt to deflect responsibility and disengage from addressing the core issues at hand is deeply disappointing.
  
  In light of your unsatisfactory response, I reiterate my request for the following actions to be taken:
  
  1. A genuine apology for the breach of confidentiality in sharing my purchase history.
  2. A thorough investigation into the events surrounding the shared screenshot and its impact on my reputation.
  3. Adequate measures to rectify the situation, including appropriate disciplinary action, if necessary.
  4. A revision of your policies to ensure the protection of customer privacy and clear guidelines on the handling of customer information.
  5. A comprehensive written response addressing each point of my complaint and outlining the steps you will take to address the concerns raised.

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