ComplaintsforAnimal Kingdom

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 11th, 2024 My two children and I walked into Animal Kingdom in Tucson Mall and found an English bull dog. We left to talk about purchase with addition family members as this dog was being purchased for pleasure and health reasons. At 2:30 I started communication with sales associate Manny about process. 3pm he sent me text and link to fill out application. I did my credit was run at 3:37 approved. He then sent another link 3:55, I was approved and received text congratulation from credit company. I immediately texted I was on way and asked what I needed to bring in to complete process. He sent amount and we were off to retrieve our pet. I then received a text stating he was sorry someone filled out credit application at 4:08, (after mine) and bought dog. Angry that my credit had been run, approved and down payment was already on way when dog was sold underneath me, I contact manager. Who then contact "owner who said give to second customer" This is against their policy of "first come, first serve." I filled application out first. I ran credit first and made employee aware I was on way. At no time did the employee tell me that a deposit needed to laid prior to running my credit or dog could be sold. At no time did employee ask for a card during communication in writing or other. In fact ran credit congratulations occurred and then they sold dog from underneath me! Now I have my credit hindered a crying child with Lupus who can not get stressed out or it causing flare ups... I want to file law suit for the stress caused and the credit which was and is no affected or I want to receive my dog within 48 hours! I need BBB help! Thank you.

  Business response

  07/19/2024

  Dear Better Business Bureau,
  We sincerely apologize for the experience Ms. Erica Maynes had at our Tucson Mall location. At Animal Kingdom, we strive to ensure all our customers have a positive experience, and we are committed to addressing any concerns that arise.
  
  Customer’s Statement of the Problem: Ms. Maynes described an unfortunate situation where her credit was run, and she was approved for a purchase, only to find that the pet she intended to buy was sold to another customer. She expressed significant distress due to this incident, particularly due to its impact on her daughter’s health condition and potential credit implications.

  
  Our Response and Resolution:
  1.Communication and Understanding: We promptly contacted Ms. Maynes to understand her concerns and frustrations fully. During our conversation, we listened to her detailed account of the events and acknowledged the stress and disappointment caused by the situation. We also appreciated her sharing sensitive information regarding her daughter’s health, and we reassured her that we would handle this matter with the utmost sensitivity and confidentiality.
  2.Credit Concerns: We addressed Ms. Maynes' concerns about potential impacts on her credit. We have worked with the lenders involved and have shared a plan with Ms. Maynes to address her credit inquiry concern, ensuring that any necessary actions will be taken to mitigate any negative impact.
  3.Compensation Offer: To make amends, we offered Ms. Maynes a discount on a puppy of her choice from any of our stores. We communicated this offer to the leadership teams at our various locations to ensure a seamless process for her. Additionally, we are currently working with her through our special order process to find another Lilac-colored Male English Bulldog, as per her request. This gesture was made to demonstrate our commitment to resolving the issue and providing a satisfactory solution for Ms. Maynes and her family.
  4.Future Prevention: We are taking steps to learn from this incident to prevent similar situations in the future. We are reviewing our sales and communication processes to ensure clarity and transparency for our customers.
  
  Ms. Maynes has expressed appreciation for how we handled the situation and has agreed to inform the BBB that the issue has been resolved to her satisfaction. We value Ms. Maynes as a customer and hope to assist her in finding the perfect puppy for her family.
  Thank you for allowing us the opportunity to address this matter. We are dedicated to continuous improvement and ensuring customer satisfaction.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  see Attached document

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