ComplaintsforMellisa's Pet Depot

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a cage on 4/18/2022 for $406.08 tax included. Was assured our parrot would not break the bars in the cage we purchased. 2 bottom racks and 3 broken bars later. We made it very clear prior to the purchase that our bird had issues & banged & pulled on the bottom of the cage. He was abused prior to our adopting him. He was ingesting the paint from his old cage & getting sick we learned that the paint was toxic. Was told they would take it back for a full refund but had to have the replacement bottom rack which we got & is in it. Called on Saturday to say we were able to bring the cage back the sales person said bring it in when manager is there. M-F 9-4. My husband went this morning was told by manager the agreement was buy a new cage & a % off the other cage that would be applied to the new cage.I had spoken w/manager at ********* numerous ********** went in & bought items that he suggested we try. When we went in to pick them up he said at that time he would work with us & take the cage back if his suggestions didn't work.! The string ball worked great for a short time & when I called back to say he broke a bar on the new rack he said he would take the cage back if it was in perfect **ndition which it is. The rep from the cage ** offered to send him the rack so we **uld take the cage back sooner to get him in a cage with a heavier gauge wire. Manager said no he wasn't going to take the cage back with a broken rack & wait months for the rack to **me in. The cage **mpany was very understanding & just as **ncerned about our bird, I offered to put our bird in a carrier so we **uld bring the cage back get the refund & purchase another cage but manager said no it would be to stressful for our bird. They have to get familiar & adjust to the new cage & being that our bird was abused it takes him longer to adjust. We want what we were told we would get a full refund. We had to get him into a heavier gauged wired cage were he is safe which we did.

  Business response

  07/18/2022

  The first thing I would like to address is that if the husband would have stayed to discuss this situation rather than just turning his back and walking out the door as the owner was trying to speak with him there would have been no need to contact the BBB as I am sure we could have come to a resolution.  But when one party chooses to walk away it is very hard to discuss and negotiate a resolution.

  Yes it is true that you purchased a cage on 4/18/22 for $389.99 plus tax for a total of $406.08.  You came to the store and saw that we had an Amazon in the same cage,just a different color, as the cage you wanted to purchase.  You then asked the manager if that cage was suitable for an Amazon.  You were told yes, that cage is the proper size for this type of bird.  He then explained about how to judge the size by the wing span of the bird.  You told us you wanted a large enough cage for the bird that was reasonably priced.  You then told us that you rescued a bird and it was aggressive toward you and especially towards your husband.  You said that the bird had been eating the paint on the old cage it came with and that the paint was making it sick so you wanted to get a new cage for it.  You never said that the bird broke any of the bars in its current cage only that it was chipping the paint and eating it.
  About seven weeks later you called to tell us the bird had broken one of the bars on the bottom rack of the cage.  We do have a 30 day return policy and require that items returned be in sellable condition but we always try to work with customers when there is an issue.  We explained that the best thing to do would be to contact the manufacturer and explain what happed to the cage with them.  We did suggest you reach out to them for a replacement part for the cage as in our experience the manufacturers are far more willing to help the end consumer when there is a problem.  At this time you did say you wanted to get a stronger gage cage.  You told us which cage in the store you wanted and asked us to hold it for you so you could exchange the current cage,once the replacement part came in, for the new stronger gage cage we had at the store.  We said OK and put the new cage aside for you. 

  We then suggested some products and even gave you a discount on them to help alleviate some of the stress the bird was going through.  You called us a few days later to thank us because some of the items we suggested seemed to be helping.   A few weeks later you called to tell us that the part came in and that you put it in the cage only to have the bird break the bars on the replacement part.  I dont understand why you would do that knowing the bird had already broken the same piece.  You should have left the old part in until you were ready to return the cage then there would have been no issues at all.  You called the manufacturer again to get another replacement part and now you were upset at us because we cannot take back a cage that has been damaged and is missing parts and you did not want to wait again for the second replacement part to come in.  Again we told you we would take the cage back if it was in perfect condition broken bars are not perfect condition. Again you wanted to return the cage without the replacement part and we told you you had to have the part first in order to return the cage for a full refund.  You did not want to buy the new cage until you could return the old cage so we continued to hold the new cage for you.

  When the husband came in on Monday he did not have the cage with him so the owner told him to bring the cage back with all the parts and we would exchange it for the new cage you had us put aside for you weeks ago.  The husband said we bought a cage already I just want a refund The owner said the agreement was that you would buy the cage we set aside for you, the one you picked out. You have had the cage for 3 months now so if you are not going to take the cage Ive been holding for you for weeks then we will give you a refund less 25%.  The husband didnt say a word and just turned and walked out the door. The refund we were trying to offer to you would have been for $292.49 plus tax which would be $310.77.    Since you did have and use the cage for 3 months I feel this was a fair resolution especially since you reneged on our original agreement to purchase the replacement cage from us.  Also at this point we still have not even seen the cage to know what condition it is in or if it has been totally destroyed. I find it very strange that you came to the store without even bringing the cage wanting a full refund especially since you had already purchased another cage to put the bird in.  But again the husband did not say a word and just walked out.  He could have said listen the cage is in perfect condition how about we do less 20%  or 15% and we could have negotiated and come to an agreement once we inspected the cage but again we were not given that opportunity.   You were told you would get a full refund if you got the replacement part the cage was still in sellable condition and you swapped the first cage for the second cage we held for you.  You did not do that nor did you even let us know when you purchased another cage so we could have put the one we had put aside for you back up for sale.  That would have been the right thing to do especially since you had spoken to us several times and had ample opportunity to tell us you were purchasing a different cage.  I feel it is only fair that you pay something for the rental of the cage that you had for 3 months and I dont even know what condition it is in at this point or if I will have to **** it down to resell it for less. 

  We were and still are willing to work with you on this and I am very disappointed that you did not even attempt to call us to discuss the situation. 

  
  One final comment this happened at our ********* location at ********************** not the ********* location at *************************************************** that this complaint is filed against so it if the BBB could correct that information please.
  Thank you!

  
  

  Customer response

  07/25/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  Attached is our response in PDF to the complaint and we are willing to accept the $310.77 refund that was stated in their response.  The cage is clean and has not damage.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *** & ****

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩