Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October I purchased the SLIDE 38lbs kitty litter. I had a price match and a $10 rewards of points Id earned with purchases. **************** associate Jayda tried to process the promotions at the same time and was only allowed to choose one. I opted to do the $10 off price match. She used my $10 points reward instead and was unable to remove the coupon. She wrote her name and info on a receipt paper and resolved the matter by stating to come in on your next visit and well honor your $10 reward. Today is Nov. 6th, 2024, and ***** the assistant manager was unable to honor the discount since shes not able to apply it back to the account to scan. Im seeking the $10 reward I had on my account or a gift card in it place.

  Business Response

  Date: 11/07/2024

  "Rewards dollars" rules are simple once they are used (presented to the cashier by the customer through email) we are unable to refund them, as the customer must present the rewards to the cashier. Unfortunately, our cashiers have no access to a customer's private rewards dollars. They have to be given to them by the customer, this is the reason we cannot refund the rewards dollars. It may have been a mistake on her part to present them, however we cannot refund them once used. 

  Customer Answer

  Date: 11/08/2024

   
  I am rejecting this response because: the business should honor the $10 store credit the customer service representative promised. My rewards shouldve never been used only the $10 price match. 
  
  

  Business Response

  Date: 11/11/2024

  I apologize for the inconvenience of the rewards dollars being lost. Unfortunately, as stated we cannot refund rewards dollars as they have to be given to the cashier by the customer, or coupons once they are used, they are gone. After looking further into the transaction history of your account, I noticed this transaction was done during the summer. However, even if it was possible to refunding the rewards dollars - our return/refund policy time period has been passed over by several months. 

• Initial Complaint

  Date:07/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to file a complaint as Months go by I keep receiving letters that has somebody else's name of ***************************** name on my address when I put return to sender they continue mailing there name on the address ********************************************************* I keep going to the post office a dozen times to drop the letter back to the mailbox with a return to sender sticker on the letter they keep mailing the letters back I don't know anybody name ***************************** I have been living here at ******************************************************** since 2019 I don't understand why the postal workers would keep sending letters with somebody else's name on the ************* know they moved out of there old address. As of July 8, 2022 at around 7:00 PM or around 7:30 PM Icall the local Pet Supplies Plus in ******* ** the Supervisor on the phone told me that I need to put return to sender & put it in the mailbox. I don't see why they would but if they like they can take ***************************** off ************************************************** & put *********************************** name on the mailing list at ******************************************************** but I don't have pets at my house I usually go by my Landlord rules to where I'm not allowed pets on the property or house.

  Business Response

  Date: 08/12/2022

  I have removed the account for ***************************** at the store level. Therefore, we no longer have this customer or the address on file to mail anything out. I do want to mention that we do send ads in bulk mail which goes to all addresses in a 5 mile radius of our stores. Therefore,  *********************************** May get mail from Pet Supplies Plus that comes in bulk mail. That is typically addressed to current resident.