Cecil J.
Very poor customer service
I signed up for a monthly order in December it was shipped on Dec.13/22. I then look for a email from PetScy on the 13,14 and 15th of January, and the money is still in my account. I called on 15/01/2023. They assured me they would correct this and it would be taken care of right away, and apologized for the inconvenience. On 18/01/2023 money still in bank, I call again they are unaware of my order,was then re-assured it would be taken care of AGAIN, and another APOLOGY. Order confirmed 20/01/2023 and did NOT ship until 25/01/2023. I just don't understand, but it's a deal breaker.
Response from PetScyJan 27, 2023
Hello Cecil. I am the founder of the company and reviewed the case. Looking at your first order it shows that it was ordered on Dec 13th and mailed out that evening. With Canadian orders they have extra routes and delays which is out of our control but apologize for as it’s still frustrating. The tracking shows that it was received in Canada 5 days later on 12/20 but for some reason sat there till it was delivered on Jan5th. Carrier really dropped the ball here. I’ve included the tracking link below. You can click on “view details” and “shipment progress to see all the dates are accurate. As for the second order it did rebill on 01/20/23. However, the customer notes shows on that day the customer called and requested to move the charge date to 01/24/23. So that’s why it shipped a couple of days later. I do understand your frustration and apologize for the delays that have occurred . This isn’t really a customer service issue as it’s more the carrier (UPS) delaying the order. None the less it’s still our responsibility to make sure the customers is satisfied. I went ahead and cancelled any future orders as my concern is that the deliveries in your area will always be delayed. I also attached tracking for both orders below to verify the dates i mentioned above. The second order appears to be moving as it should and arrive within then normal window of delivery. If you need me to turn your future orders back on or need anything else simply reply to this email and I will personally resolve or Answer any questions you may still have. My goal is to make you happier with our service even if that means me personally handling. I’m here if you need anything. Thank you, Chris Founder Decrement order: https://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=802393634705259320&requester=ST/trackdetails January order: https://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=802393602305353876&requester=ST/trackdetails