Pet Wellbeing - Didn't care they were losing a good customer
I had been a customer at petwellbeing.com for over a year, ordering tripsy (a holistic treatment for dogs who suffer from kidney disease) - spending an average of $80 every two months, but sometimes getting a longer supply, so that I didn't need to order so often. During one of the long stretches, I moved. The next time I went to order the tripsy, I had to update my shipping/billing information, and placed my order. Not thinking anything about it, got my confirmation, and never looked at the email. After a month of not getting the tripsy, I looked at the confirmation so I could get my tracking info, and realized that the shipment had went to the old address (45 minutes away from where I now live). I didn't know who the new tenants were, so I called the company and inquired what happened.
Their IT guy checked the records, and can see where I changed my shipping/billing info, however their system had a glitch and did not make the changes. I spoke to Diane, the customer service manager, and stated the items had not been returned from the old address. She wanted me to go over to the old place to try and see if I could get the package (would give me 30% off my already paid for order if I would do this). That didn't sit comfortable with me. I eventually called my previous landlords three weeks later, and they let me know that they (the landlords) sent the package back. HOWEVER the package came by UPS, and the landlords returned it via USPS (my landlords had my new address, and just failed to forward it to me - not nice people). When I explained this to Diane, she said they had not got back the package and there was nothing that they could do for me. Not even send one bottle for free (I felt I was compromising, due to the fact I did not catch the error in the confirmation email - so I am a little at fault).
They lost a good, loyal customer who gave them consistent business, plus I was recommending the place to friends/family along the way.
One bottle retails for $39.99 - for a business to make money, the markup has to be enough to help with all their overhead & make a profit, so what do they actually pay for this bottle??? Maybe 15 or 20 dollars. Diane didn't care.... they aren't in the business to give stuff away. Ummmm last time I checked, I paid for my items that your website that had a glitch and didn't accept my chages.
In this day in age, where the economy is bad, and you still have people that will struggle to buy items that are not considered needs, but feel it is important for their dogs health... you should keep that customer - because that customer will continue to do what needs to be done in order to be pet medication that appears to help in her beloved pet.
To this day, they say they never got the package, and since there is no way to track it - I will never know who got the tripsy. It's not fair, the company has no empathy, just a greed for profits, and I will never recommend them to anyone every again.