ComplaintsforTotal Pet

• Initial Complaint

  09/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  July 2022 I purchased 5 Blue Angel Fish from Total Pet. I ordered them as I specifically wanted the color blue. I was told from an employee that it takes awhile for the blue color to show. Months have gone by but the blue color did not show. The last time I spoke with the same employee they said that they would get in touch with the breeder and get back to me. They didn't. I contacted customer service to resolve this, but I feel what they are offering is not fair when I paid for blue Angels, but didn't receive them.

  Business response

  16/01/2023

  Hello ****,
  
  
  Thank you for reaching out to us with these concerns. 
  
  
  Our management and customer care teams have reviewed this case thoroughly and we would like to take the opportunity to clarify the following: You had ordered 6 blue angel fish from Total Pet Quesnel and purchased them in-store on July 19, 2022. At the time of purchase, the store confirmed the breed of fish you had ordered, and advised they could not make any guarantees about the brightness or shade of blue that the fish would be. In November 2022 you reached out to Pet Valu's Customer Care team regarding your concerns about the colour of the fish. We reached out to the store and the breeder at that time, and they advised that it can take 6 months or longer for the fishes' blue colour to develop. We did verify that the breed of fish you received was correct, however not enough time had passed for the blue colour to develop. At that time we offered a gift card of $25 as a goodwill gesture for your experience, and this offer still stands. 
  
  We do appreciate that this purchase did not meet your expectations and we apologize for the inconvenience caused. At Pet Valu we recognize that every animal is unique and has their own individual traits. The blue Angelfish have a range of shades that can appear, with some being bright and vibrant while others may remain more silver in colour. As these fish were purchased on July 19, 2022, we would not expect the blue colour to start showing before January 19, 2023, but as the breeder indicated, it may take longer than 6 months for these changes to be noticeable. Unfortunately, we cannot guarantee the colour of any individual or group of fish. As such, we are unable to offer you a refund for the purchase of these fish as requested. However, we would be happy to send you a gift card of $25 as a goodwill gesture for this experience. If this is acceptable, please contact us at ************** ** ************************, quoting ticket # ******, and we will have this arranged for you right away. 
  
  
  Thanks again for raising these concerns with us and please reach out to us directly at any time if we can be of further assistance. 
  
  
  Warm regards,

   

  Customer Care Team

  Pet Valu

  Customer response

  21/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

   

  Customer response

  27/01/2023

  Yes I can and hear are the reasons. I ordered 6 Angel fish, only 5 came in so I bought the 5. At no time was it explained to me by the breeder or Total Pet that the blue color would take 6 months to come in when I purchased them. The employee I talked to did not believe that there could be any fish called a blue Angel. Took him 2 days whether or not he could get such a fish. I am a member on face book of an Angel fish group that 2 breeders breed blue Angel's. I have posted a video of my Angels and both have said they are not blue Angels. They are regular silvers. Both breeders have said the above Angels are not blues. They both breed specifically blues. These breeders are North American renowned for their expertise in specifically breeding multiple breeds of blue Angels. I now restate the fact that both these breeders have viewed a video of the silver and black Angel fish that were sold to me under the pretense they are blue. Both breeders say not one is a blue Angel. Both breeders also say that blue Angels from a week post free swimming that the blue comes in more and more as they get older. These Angels that Total pet sold me are 6 months old and not one speck of blue is on them. They would have blue on them from the size of a pea. Total Pet is getting their info. on blue Angel fish is totally untrue as these breeders have stated. $12.99 plus taxes approx. $75.00 is what I was charged. The $25.00 Gift Card they are offering is not a fair compensation for the investment I have made for what I thought I was getting blue Angels for. Total Pet has not been sincere since the beginning of this whole issue. They have decieved not only me but the BBB and don't seem willing to be fair and sincere in resolving this dispute. I have spent days and days researching breeders of blue Angels and have found the 2 I had conversations with to have a reputable sincere and honest reputation for their breeding as so many untruths come out of Total Pets customer service. I cannot believe one word they say nor should anyone else. If there is any doubt, I suggest the BBB contact these breeders and get the real truth about blue Angels. Please see attachments. There are more in the second email as they wouldn't down load. Thank you, ****

  Business response

  30/01/2023

  Hello ****,
  
  
  We appreciate you taking the time to further express your concerns to our team. Please know that we take your recent concerns raised very seriously, as we always want to ensure that our customers are receiving the quality products and services as agreed upon. 
  
  
  We understand at the time of your initial visit, the Total Pet location did not have any Blue Angelfish in stock. Due to this, the associates you spoke with placed a special order from our trusted fish supplier on July 14, 2022 as you have acknowledged, which were later picked up by yourself on July 19, 2022 once they came in. 
  
  
  Our team has been very careful in reviewing the purchase and sale records at this time, and can verify the 5 fish that were ordered and sold to you were indeed documented "Blue Angelfish" species, and not the silver angels. As previously stated, we have confirmed the fish sold to you were correct as verified by our certified breeder, and store operations, however we recognize that every animal is unique and the colours/ vibrancy is not guaranteed. Additionally it can take longer than 6 months for the blue colour to develop in some fish, which may differ from the experience of others. 
  
  
  We understand in previous discussions that you have bonded with the fish and would like to keep them. As a final offer to reach resolution, our Operations Team would like to offer you a gift card for the full amount of the fish purchased.  If this is acceptable, please contact us at ************** ** ************************* quoting ticket # ******, and we will have this arranged for you to pick up at the store right away. 
  
  
  Thank you again for raising these concerns with us and please reach out to us directly at any time if we can be of further assistance. 
  
  
  Warm regards,

  Customer response

  06/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: I had one associate place the order, not 2.  6 fish were ordered, but only 5 came in. I have pointed out that these Angel fish are not blue Angels. I have given you 2 Angel fish breeders that breed blue Angels their opinions. These breeder's have been breeding for years. Please go back and read the attachments stating this proof! Previous discussions? What previous discussions? Not once have I discussed that I have bonded with the fish and would like to keep them. I don't bond with fish and I certainly do not want to keep them. Would you honestly think that I would be trying to get my refund back if this were the case? I'm not obligated to accept a gift card, only to have to spend it in your store. The only offer I will accept is the full refund in cash.
  
  Sincerely,
  
  **** *******

  Business response

  08/02/2023

  Hello ****, 
  
  
  We appreciate your response. 
  
  
  As per the information provided to you by the Store and Customer Care Team, our investigation yields that you were sold the correct species of fish as per our sales records and the Fish Breeder partnered with this location. We can understand your frustration that they have not displayed the colour or vibrancy that you have expected, and we do apologize for that. 
  
  
  After further consideration, our Operations Team is willing to offer you a refund on this purchase as a gesture of good will to help resolve any further concerns you may have. If you would like to proceed with this offer, please contact us at ************** ** *** ***** ** ************************* quoting ticket # ******, and provide us with your preferred date and time to visit the store. Upon this confirmation, our team will facilitate arrangements so that the refund may be processed seamlessly for you. 
  
  
  Kind regards,

  Customer response

  15/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Hello

  I accept your offer. Will be getting in touch by email. Thank you, ****

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