I had the most bizarre, offensive customer-service experience of my life at my local Banfield. I am almost 60 years old, so that is saying something.
The vet saw one of my pets, prescribed meds, and we went home. The pet died almost immediately, before I had a chance to use the meds. I called and asked if I could return them. They said no, use them for another of your pets, and besides, your pet was under warranty, so just get a new one.
I was disgusted by their cavalier attitude and complained to the corporate office. The corporate office instructed the Banfield office to give me a refund. The manager called me, apologized, and refunded my money in full. I was impressed with her kindness, and I decided I wanted to keep taking my other pets to Banfield.
About a month later, I called inquiring for some prescription refills for other pets. I was told they were back-ordered. Every time I called, the meds were unavailable. I would leave messages, but nobody ever called me back. This went on for several weeks.
About six weeks after I first called about the meds, I received a fat, plain white envelope from the postman by Certified Mail. I couldn't imagine who it was from, there was no return address. When I opened it, I was shocked to find it was my pets' records, with a letter from Banfield, basically telling me to get lost.
I called the corporate office again. I wanted to tell them that I understood that they no longer wanted me as a customer, which was fine, but that they did not have to resort to these childish methods, lying to me, pretending they were going to call me back, then ambushing me with a letter in a plain white envelope—were they afraid I would not sign for it if they put their return address on it? It was like some stupid playground game concocted by 9-year-olds.
I was told that the District Manager had APPROVED the letter and APPROVED the method used to send me the kiss-off letter, and that nobody would be calling me back.
I posted about this on another board and was mocked for it.
Having had time to think about it, I still think their behavior is outrageous and unprofessional. If this is how MANAGEMENT acts, what can you expect from the front-office people?
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