*** I have filed a BBB complaint!!! *** The story:… I placed an on-line order with Petco 8/13/19. 8/14/19 I contacted them [protected]) to cancel the order that had not been approved by my veterinarian (required for a prescription item) & had not shipped. I WAS already billed for the product though. 1st they said couldn’t cancel the order & that I had to accept it & return it for credit after I received it, then I was told they would cancel it. I talked to Petco Customer Service daily over the next several days & was told again that they would submit a cancellation & I would get refund. 8/16 10:57am talked to ‘Angel’ & went through the whole explanation again. When I asked for a supervisor Angel claimed none were available but said the order would be cancelled in 24 hrs & gave me ‘reference number [protected]’. 8/17 I received an email that the product shipped. Immediately I called Petco again & asked WHY this shipped when I was told they were going to cancel the order. They claimed the order was already too far in progress & could not be cancelled so I had to keep the order. I told them I was NOT keeping it & wanted them to honor the previous discussion & give me a refund. At this time I talked to Vanessa who again said a supervisor was not available & told me to return the items to the closest store & I would get a refund. 8/21 12:10pm the product arrived, I took it to a store who wouldn’t accept it because it’s prescription medicine & they can’t accept prescription orders. They told me to call Customer Service & talk to a Manager. I told them I had done that to no avail. I called Customer Service again & talked to Michelle who said she would push to get the refund processed & send a ‘pickup’ for the product to be returned. She also promised me an email that I never received. 8/28 8:24pm No refund-No pickup-No email. Called again. Per Jennifer the refund is still pending. I waited on hold for about 45 minutes & talked to Kim ‘a supervisor’. Same story-she can’t process the refund & needs to talk to someone else. ref [protected] ord [protected] Reason of review: Poor customer service. Monetary Loss: $160. Preferred solution: Full refund.
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