ComplaintsforTabby & Jack's

• Initial Complaint

  02/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  After having to call several times to get someone on the phone, and several more to get someone who could help me I placed a special order for my dog's food and was told it would be delivered on February 9th, 2022. I was told I could count on the delivery when I told them I would run out of food the next day for my dog. When I called the morning my food was supposed to arrive I was told the delivery would arrive around 12:30 PM and they would call after checking to see if my order was on it. I called back at 5:30 PM since I hadn't heard anything and a very rude employee told me "Oh yeah, they told me, I forgot to call you, your food isn't here." with no apology or offering to have someone call me back that could help with the situation. The rest of my interaction with her she was extremely rude and seemed annoyed that I was asking to find out what could be done. When a manager finally called me he explained the ordering manager was out the day before sick and so none of the specialty orders were placed, just their regular inventory. I was shocked they weren't proactive in informing the manager placing the order about how to place the specialty orders or notify the customers with specialty orders so they could come up with another solution. I also explained this wasn't the first time I encountered a rude employee when contacting them about a mistake they made and he said there was nothing he could do. I then spoke with the owner and she didn't allow me to explain what happened from my perspective nor bother to apologize, she instead hung up when I stated that I was shocked that there was no solution to offer a customer that spends thousands of dollars at her store annually. She then chose to send me a very rude email. However, her store has a loyalty program for a certain number of points equaling a certain amount off a purchase and a certain amount of dog bags bought being free. I now have to start over earning my free bags and lose what I had already earned.

  Business response

  02/15/2022

  We did have an employee out with Covid, and as short staff as we are already, and with managers and myself already working 60 hours a week, we did not have the resources to place special orders last week. In these times, sometimes you have to prioritize your time, and not everything can get done in a day.  This is the world we are living.  Product are out of stock and placing special orders can sometimes take weeks. This client was told we could place it for next week, but she continued to yell and demand a resolution from high school aged employees, who did not deserve her abuse, not do they have authority to give her a resolution. We did apologize to this client several times, and explained to her we are doing the best we can with the resources we have.  ********* did not accept our apology and explanation and relentlessly demanded a resolution.   She tried to bully 3 of my employees for freebies as a resolution before I spoke with her.  After barely introducing myself, she began to yell at me at which point I calmly said: "I'm sorry, I can not engage with you when you are yelling at me.  I will follow up with an email. Have a good evening" and hung up the phone.  I did follow up with an email and told her the best resolution is for her to take her business elsewhere, as I can not tolerate her aggression and bullying towards my employees.  In all 4 converstations with my employees I was told ********* was extremely rude and aggressive.  Its hard to believe all 4 of my employees are being untruthful. In fact, she had 1 of my younger employees in tears after their conversation.  Since, she has smeared our name on neighborhood groups and continues to harass us, all because her particular food is not in stock.  

  Customer response

  02/15/2022

  There was no resolution given. I have multiple witnesses that can corroborate that I not once yelled or "had an attitude". I was lied to on multiple accounts and now need to contact the food manufacturer to figure out my free bag, to which I have no idea where I am at because the business keeps record of it. I was guaranteed my food would be special ordered and not only was it not but I wasn't made aware that it wouldn't be possible until after it was too late to go to another store to get him food. I didn't ask any high-schooler for a resolution, I just asked if I could speak with someone who could provide one. The entire phone call however the "high-schooler" was very rude, from the first statement, of no apology, that she forgot to call me to make me aware of my food not arriving. No apology for forgetting, and again, not giving me enough notice to make other arrangements to make sure my dog had food to eat that night, after I had already made multiple staff members aware that I would be out of food the day I was guaranteed it would arrive. When I have a problem with another business, the mistake being theirs, I am offered options to resolve the problem they have created. I was not once offered any type of resolution. In addition to several witnesses that heard my interactions with the employees mentioned that agree I was not rude in any of my interactions, just direct, I have also seen several reviews posted on several different forums from other customers with similar complaints of the business causing harm to their pet and the business being rude in the response, offering no apology or resolution. This also, not being my first bad experience with the business and no resolution being offered in my prior experiences either. I gave 3 resolution offers and wasn't provided with any. They are continuing to cause me harm by not providing me with the information on what bag # I am at with my free bag and record of that. I am appalled at the fact I was never able to even explain my experience because the owner was more concerned with having to put in the work to offer her customers a fair solution, not wanting to be bothered, despite their customer loyalty. It's not about wanting "freebies", it's about expecting experience customer service and the attempt to right a wrong the business made that harmed the customer.

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