Finally A Response From Pets @ Home!

[Lorraine1983]

Hi

Thanks to everyone who supported me and kicked up a fuss as what you may remember to be a complaint against pets @ home.

I gave them the link to the page on here and they read all your comments as well as mine. There is an email address below. Please email them with your complaints or experiences with there store and hopefully they may actually see there is a problem and sort it out!!! There response is below:

[b]Dear Lorraine Edwards



Further to your email I am sorry to read of the problems that you have experienced with fish purchased from our Llanelli store as well as regarding the aquatic section at the store. The welfare of all the pets and aquatics within our stores is our main priority and we would never jeopardise the welfare of our pets or customers pets.



I have made the Store Manager, Regional Manager and Field Pet Manager of our Llanelli store aware of your comments and concerns to look into further. Please can you provide me with a contact telephone number for you so that the Field Pet Manager can call to discuss your concerns further?


In relation to any other customers that have experienced problems we would advise they contact the Store Manager of their local Pets at Home or email cservice@petsathome.co.uk in order for us to investigate further.



Thank you for bringing this to our attention and we wait your telephone number at your earliest convenience.



Kind Regards



Gemma



Gemma Weaver

Customer Service Advisor



Pets at Home Ltd

Epsom Avenue, Stanely Green Trading Estate,

Handforth, Cheshire SK9 3RN



Telephone: 0800 328 4204

Fax: 0161 485 4846[/b]

 

[mixmaster jay]

i will get on it first thing tomorrow morning defo

 

[bagu]

fantastic! great work!

 

[Gill]

Good Outcome.

I remember when I had a very Seriuos Complaint against P@H and Pet Licensing Shut them Down untill the matter was resolved.

 

[Le Sorcier]

Good Outcome.

I remember when I had a very Seriuos Complaint against P@H and Pet Licensing Shut them Down untill the matter was resolved.

Really?

That sounds interesting. Tell us more....

 

[Gill]

Good Outcome.

I remember when I had a very Seriuos Complaint against P@H and Pet Licensing Shut them Down untill the matter was resolved.

Really?

That sounds interesting. Tell us more....

Basically Sold Gouramis infected with Camallanus Worms, Lost my Whole tank to it. Complained to Pet Licencing as after telling them that the fish were infected, they were still on sale 2 weeks later. Pet Licensing Visited the store and shut down the fish department untill the matter was resolved in there eyes. They now have More Experienced staff and Spot checks are made on the store by HO, or so I was told by someone who making checks on the store from HO.

 

[hunter001]

Hi

Thanks to everyone who supported me and kicked up a fuss as what you may remember to be a complaint against pets @ home.

I gave them the link to the page on here and they read all your comments as well as mine. There is an email address below. Please email them with your complaints or experiences with there store and hopefully they may actually see there is a problem and sort it out!!! There response is below:

[b]Dear Lorraine Edwards



Further to your email I am sorry to read of the problems that you have experienced with fish purchased from our Llanelli store as well as regarding the aquatic section at the store. The welfare of all the pets and aquatics within our stores is our main priority and we would never jeopardise the welfare of our pets or customers pets.



I have made the Store Manager, Regional Manager and Field Pet Manager of our Llanelli store aware of your comments and concerns to look into further. Please can you provide me with a contact telephone number for you so that the Field Pet Manager can call to discuss your concerns further?


In relation to any other customers that have experienced problems we would advise they contact the Store Manager of their local Pets at Home or email cservice@petsathome.co.uk in order for us to investigate further.



Thank you for bringing this to our attention and we wait your telephone number at your earliest convenience.



Kind Regards



Gemma



Gemma Weaver

Customer Service Advisor



Pets at Home Ltd

Epsom Avenue, Stanely Green Trading Estate,

Handforth, Cheshire SK9 3RN



Telephone: 0800 328 4204

Fax: 0161 485 4846[/b]

Seems like a standard responce which i was hoping it wasnt as it the same as i got pretty much word for word. Although it was the store manager that wanted to speak with me. I did follow the email up though and got what seemed a more thought about responce. Im going to pop in sometime soon and see whats been done (if anything) if things still arent right i'll fire an email back at them.

 

[Lorraine1983]

i will get on it first thing tomorrow morning defo

Thank you!

fantastic! great work!

thanks for your support

Good Outcome.

I remember when I had a very Seriuos Complaint against P@H and Pet Licensing Shut them Down untill the matter was resolved.

thanks

Thats excellent that they had taken it so seriously. Well Done!!

 

[Lorraine1983]

Seems like a standard responce which i was hoping it wasnt as it the same as i got pretty much word for word. Although it was the store manager that wanted to speak with me. I did follow the email up though and got what seemed a more thought about responce. Im going to pop in sometime soon and see whats been done (if anything) if things still arent right i'll fire an email back at them.
[/quote]


Well, we'll see when they call! I will kick up a fuss I promise that!

My fingers are crossed for you.

 

[Infidel_Uk]

they want your number so they can assist you further?

but you ALREADY made your point clear, and even gave them a link to this forum , so they could see what people said, in other words they have palmed you off with a standard letter, and passed it onto the store to deal with , i don't think the store manager will do a lot, not off the back of one customers complaint, you might get something free from the store to compensate your *loss*

but if that was me , id give up, leave it and never go back , but , that's me .

big cooperate stores are NEVER as good as a local specialist in all my experience.

ok rant over

 

[Lorraine1983]

they want your number so they can assist you further?

but you ALREADY made your point clear, and even gave them a link to this forum , so they could see what people said, in other words they have palmed you off with a standard letter, and passed it onto the store to deal with , i don't think the store manager will do a lot, not off the back of one customers complaint, you might get something free from the store to compensate your *loss*

but if that was me , id give up, leave it and never go back , but , that's me .

big cooperate stores are NEVER as good as a local specialist in all my experience.

ok rant over

I disagree with all of above.

Its the field pet manager that wants to speak and not the store manager lol Huge difference. Who knows, only one way to find out. I'm not one to give up after first contact. Thats like making a complaint and not following it through.

Maiden head are a big cooperate stores and there fantastic!!!

 

[hunter001]

I suggest going and checking your local store out I went into mine today expecting it to be the same old rubbish, well i was shocked. They've blitzed the place, even things i hadnt said about had been done. Im actually quite impressed at how fast theyve turned it around. I didnt stop to have a proper look as they were obviously working hard at getting it up to scratch, 3 members of staff working hard over there when your lucky to even see one over there most of the times ive been in. Im going to email there customer services lady back and tell her how impressed i am at there responce in such a short time. I reserve my judgement about the state of the fish as i didnt get to look at them that closely but everything seemed pretty positive. Theres only one more thing i might have a bit of a moan about which is why do they have common plecs as there main algae eater?? Infact ive rarely seen anything else. Ok there cheap but they grow huge and arent that great at getting rid of algae. Can anyone suggest smaller plecs not to expensive that i could suggest to stock instead? Bristlenose is top of my list to suggest but im sure theres others

 

[hunter001]

they want your number so they can assist you further?

but you ALREADY made your point clear, and even gave them a link to this forum , so they could see what people said, in other words they have palmed you off with a standard letter, and passed it onto the store to deal with , i don't think the store manager will do a lot, not off the back of one customers complaint, you might get something free from the store to compensate your *loss*

but if that was me , id give up, leave it and never go back , but , that's me .

big cooperate stores are NEVER as good as a local specialist in all my experience.

ok rant over

If you check my last post on here you'll see the complaint of one person has worked, it may of been a standard letter but they have done something about it. I feel a lot happier about going in there now, obviously i'll keep an eye on it long term but early indications are good. True big corperate stores arent usually as good as local specialists BUT it doesnt mean they cant be given a kick up the butt every now and then to bring there standards up for the people not so knowledgable about the hobby

 

[Infidel_Uk]

well, good luck with it, i hope it all works out , and the store improves, its not right i agree , will be interesting to see what the final outcome for you is, the store wont change overnight though......

 

[hunter001]

well, good luck with it, i hope it all works out , and the store improves, its not right i agree , will be interesting to see what the final outcome for you is, the store wont change overnight though......

Totally agree on that, but its a good start and hopefully something they might keep up. If not they'll have me on there backs again