ComplaintsforPetPlate, Inc.
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Complaint Details
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Initial Complaint
05/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was researching the different available pet food options for my pet online. I was looking at the Pet Plate and trying to read up on information online. However, when clicking for additional information, I was charged $235.43 on my Amex charge card. Before I knew it, Pet Plate had set up an online subscription account. I immediate researched how to cancel and was only able to cancel the subscription but not the order. There was information online indicating that although I cancelled the subscription, the order, itself, would still process.Pet Plate had no working telephone number for which I could call them directly to cancel and they inciated that email had to be sent to ********************************** for cancelling of orders. However, they mention that *** not get back to you for ***** hours (which is too late because they have already charged my Amex card). I asked for immediate attention to the matter but I have to wait. It makes absolutely no sense.Business response
05/07/2024
We responded to ****** within 6 hours after her initial email to us confirming that we had refunded the charge she placed & canceled the order. This customer placed their order via the "Shop App" and received email confirmation, and once she requested to cancel, we immediately acted upon her request. She never followed up with us after our response to her. We have a phone number (**************) that can be reached as well. Customers can leave a voicemail indicating the best call back time and our team will return their call within 1 - 2 days. Emails are responded to within 24 hours. We provided screenshots of both emails referenced in this response.Customer response
05/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.