ComplaintsforHollywood Feed

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have used Hollywood Feed for purchases of harnesses and leashes. I have filed a complaint with the regional manager, which resulted in no change. In 2021 (December), I witness the store manager outside with her very large dogs, hitting them relentlessly. In early 2022, I returned to the store with my dog where I was greeted with a "OH GOD!" This same manager made the comment. Her two large dogs are kept behind the counter in a little gated area. They jump up to the counter when checking out, and they would not stop barking when I had my dog with me. I understand the "perk" of working there is to be able to bring your dogs, but if you feel the need to hit them and be blatantly disrespectful to customers because of them? Maybe the policies need to change. 12/9/2022, I went to the store located in ********, **. I was told that they would not replace the lupine harness for me because there was a not in my profile that said they would no longer replace things for me. How they can deny replacing an item with a lifetime guarantee, is beyond me. I will no longer shop there due to the disrespect and of proper customer service, among the animal abuse witnessed.

  Business response

  12/16/2022

  Thank you for reaching out to us with your concerns. We attempt to respond to all reviews, good and bad as it helps us understand our customers and improve our business. I'm sorry that you were disappointed in our performance. I have researched with our Operations leadership that lives in the area and who is often in the store. They have not witnessed harmful treatment of the staff's pets like those that you described. Nor have they seen unruly pet behavior in their many visits to the location, some of which they worked specifically with these dogs. That said, it is a benefit that we watch very closely and will continue to monitor. 

  In regards to the return, we do have a generous policy which you have used many times. We tried to offer other options that would work better for your needs so that you wouldn't have to continue to bring back chewed harnesses. I have multiple statements from our team in the area, that when we explained that we could not continue to return harness after harness if you weren't going to take our advice on proper usage, you used insulting and abusive language towards our team. We do not condone that treatment of our staff and would ask that you shop elsewhere for your pet supplies.

   

  ***********************

  Director of Operations

  Customer response

  12/16/2022

   
  Complaint: 18549439
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

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