I had a problem with KennelVet.com not sending items ordered in a timely matter. I was however, fortunate to get a satisfactory solution to the problem.
I ordered 5 items and received one. My credit card was charged for all five items and shipping for all five items. After calling the KennelVet toll free number and being instructed (by recording) to contact them by email if the order was placed online, I emailed several times requesting information on when the remaining 4 items would be shipped. I never heard anything.in the last email, I gave them a deadline of when to contact me, giving a mailing address and a phone number. Needless to say, the date came and went without contact.
I then contacted the Delaware Department of Justice (KennelVet.com is located in Delaware) and my home state Attorney General Office and gave them details of the situation. 7 days after contacting the Department of Justice (31 days after placing the order) I received a phone call from Meril with KennelVet saying that they had received a letter that they didnt understand. I told her that I had sent 3 emails inquiring about the order and none had been answered.
Oh well, she said. We have a lot of problems with our emails. We get so much junk mail and spam, BUT our Customer Service department works overtime.
She said they had the items in stock and they would be glad to ship them out. (It sounded like the items had been in stock the entire time, so why were they so willing to ship them out then and not three weeks before!)
I told her No! I wanted the price of the items not shipped to be credited back to my credit card and I wanted the shipping to be prorated to charge for only the one item that had been sent.
She then asked several times if I was sure that was what I wanted. I told her Yes! Well, ok, she said.
I am happy to say that in 5 days, the cost of the 4 items and prorated shipping charges had been reimbursed to my credit card. Although there was a positive resolution to this situation, I don't think I would have ever received the 4 items and tI would have still been charged for them had it not been for the interventionof the Department of Justice of 2 states. I do not intend to ever order from KennelVet.com or PetMarket.com (they are the same company). It isn't worth the trouble when there are more reputable dealers from which to order pet supplies.
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