KH
Ken H
1 reviews | Active since Oct 2011
03 Aug 2023, 12:33
Absolute Pets - Two Companies?
Who knew that Absolute Pets Online and Absolute Pets physical stores are different companies? I certainly did not and still don't believe it....... I saw online a special for a 3-pack of frontline for R299 and as I frequently visit the mall in Shelly Beach I decided to call in at the shop to obtain it on the same day I saw it online. I was told by the shop assistant that they do not have stock of the 3-pack but he would order with their other stuff and when it arrives I can come in and pay and collect. I would have normally just gone back home and ordered BUT the salesperson was so helpful and willing to assist that I went ahead. I was called yesterday afternoon to say it arrived. On going to the mall this morning I was advised by a new person that the sales person could not have done what they did as online is a different store to the physical store in pricing and he would have had to call the regional manager to give it to me at that price as he is not a manager and/or does not have the authority to do it at the online price. When I asked as to why I could have ordered online for collection at the store at the price online and that it is the same company so it should be the same price, I again was told it was different. I got the impression that she is the manager as she alluded to it. At no stage did she offer to call the regional manager to authorise the online price like she claimed the original salesperson would have to have done even when I said that I will take my business elsewhere and cut up my loyalty card. So it's my "luck" to have NOT got the same salesperson due to a shift roster and had to encounter a "@#$%" unwilling, unhelpful salesperson who would not honor a commitment already given by a company representative or that she would go to the lengths she described to rectify the situation. This is/was a total waste of my time as I could have ordered online and got it with no hassle just like other orders before. If I could give a "zero" rating, I would as I got "zero" customer service.
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Replies (3)
Absolute Pets's replyOfficial
03 Aug 2023, 14:13Good day Ken
We sincerely apologise for your experience during your visit to Absolute Pets Shelly beach and are very sorry for the misinformation provided and the inconvenience caused by this and completely understand your frustration.
To clarify, Absolute Pets have physical stores and an online store and are not owned by two different companies. However, from time to time we will run specials that are either exclusive to store or exclusive to online but this will be indicated on the marketing material in store or on our website.
With that said, the online price that you have referred to, R299.00 for the Frontline tick and flea (0-10kg) 3pack is the current price for this product in store as well as online. At our Shelly beach store the 3pack is not a product that this particular store keep in stock as it is not a high demanded product in that store, however that is no excuse for the misinformation provided by the Pet Care Advisor that assisted you this morning and this will definitely be addressed.
Would it be alright if the Area Manager who oversees our Shelly beach store gave you a call regarding your feedback?
Again, we are very sorry for your experience and thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
Kind regards
We sincerely apologise for your experience during your visit to Absolute Pets Shelly beach and are very sorry for the misinformation provided and the inconvenience caused by this and completely understand your frustration.
To clarify, Absolute Pets have physical stores and an online store and are not owned by two different companies. However, from time to time we will run specials that are either exclusive to store or exclusive to online but this will be indicated on the marketing material in store or on our website.
With that said, the online price that you have referred to, R299.00 for the Frontline tick and flea (0-10kg) 3pack is the current price for this product in store as well as online. At our Shelly beach store the 3pack is not a product that this particular store keep in stock as it is not a high demanded product in that store, however that is no excuse for the misinformation provided by the Pet Care Advisor that assisted you this morning and this will definitely be addressed.
Would it be alright if the Area Manager who oversees our Shelly beach store gave you a call regarding your feedback?
Again, we are very sorry for your experience and thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
Kind regards
Best regards,
Absolute Pets's reply03 Aug 2023, 14:13
Official
Good day Ken
We sincerely apologise for your experience during your visit to Absolute Pets Shelly beach and are very sorry for the misinformation provided and the inconvenience caused by this and completely understand your frustration.
To clarify, Absolute Pets have physical stores and an online store and are not owned by two different companies. However, from time to time we will run specials that are either exclusive to store or exclusive to online but this will be indicated on the marketing material in store or on our website.
With that said, the online price that you have referred to, R299.00 for the Frontline tick and flea (0-10kg) 3pack is the current price for this product in store as well as online. At our Shelly beach store the 3pack is not a product that this particular store keep in stock as it is not a high demanded product in that store, however that is no excuse for the misinformation provided by the Pet Care Advisor that assisted you this morning and this will definitely be addressed.
Would it be alright if the Area Manager who oversees our Shelly beach store gave you a call regarding your feedback?
Again, we are very sorry for your experience and thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
Kind regards
We sincerely apologise for your experience during your visit to Absolute Pets Shelly beach and are very sorry for the misinformation provided and the inconvenience caused by this and completely understand your frustration.
To clarify, Absolute Pets have physical stores and an online store and are not owned by two different companies. However, from time to time we will run specials that are either exclusive to store or exclusive to online but this will be indicated on the marketing material in store or on our website.
With that said, the online price that you have referred to, R299.00 for the Frontline tick and flea (0-10kg) 3pack is the current price for this product in store as well as online. At our Shelly beach store the 3pack is not a product that this particular store keep in stock as it is not a high demanded product in that store, however that is no excuse for the misinformation provided by the Pet Care Advisor that assisted you this morning and this will definitely be addressed.
Would it be alright if the Area Manager who oversees our Shelly beach store gave you a call regarding your feedback?
Again, we are very sorry for your experience and thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
Kind regards
Best regards,
KH
Ken H's updateReviewer Update
03 Aug 2023, 15:34Good Afternoon, thank you for the reply and apologies.
The Area Manager may call if they want to and can try to explain why an online item/price cannot be honored by a physical store when an online order can be collected from the same store with the customer having to do the work of placing the order and getting the same result the salesperson could have. Irrespective of different marketing strategies(?) for online and physical stores.
I have yet to have spent time in either of the local stores where there is more customers than me present so the salesperson could easily add my requirements to their normal ordering of stock for collection when it arrives just like an online order which would have the same outcome WITHOUT having negatively impacted on another potential customer and their time.
Maybe I am just to dumb to understand the logic, or I am not seeing the same picture as both options have the same outcomes and results, just with two different initiators. One being a salesperson who should be driven to sell to keep the company profitable and in so doing securing the job and salary, and the other a customer needing a product available with the least amount of hassle and best customer experience available. Your response actually makes me even more angry and frustrated that I ended up walking out without the product that was now available in the store AT THE SAME PRICE, but a "helpful" salesperson would not make the effort to sell it to me AND now knowing that the in store price is the same as the online price by your reply...... GGGRRRRRRRRR!!!!!!
The result in this case is now I have to drive further to collect my online order I was forced to make as the other salespersons efforts were nullified........ Not Cool!!
The Area Manager may call if they want to and can try to explain why an online item/price cannot be honored by a physical store when an online order can be collected from the same store with the customer having to do the work of placing the order and getting the same result the salesperson could have. Irrespective of different marketing strategies(?) for online and physical stores.
I have yet to have spent time in either of the local stores where there is more customers than me present so the salesperson could easily add my requirements to their normal ordering of stock for collection when it arrives just like an online order which would have the same outcome WITHOUT having negatively impacted on another potential customer and their time.
Maybe I am just to dumb to understand the logic, or I am not seeing the same picture as both options have the same outcomes and results, just with two different initiators. One being a salesperson who should be driven to sell to keep the company profitable and in so doing securing the job and salary, and the other a customer needing a product available with the least amount of hassle and best customer experience available. Your response actually makes me even more angry and frustrated that I ended up walking out without the product that was now available in the store AT THE SAME PRICE, but a "helpful" salesperson would not make the effort to sell it to me AND now knowing that the in store price is the same as the online price by your reply...... GGGRRRRRRRRR!!!!!!
The result in this case is now I have to drive further to collect my online order I was forced to make as the other salespersons efforts were nullified........ Not Cool!!
KH
Ken H's update03 Aug 2023, 15:34
Reviewer Update
Good Afternoon, thank you for the reply and apologies.
The Area Manager may call if they want to and can try to explain why an online item/price cannot be honored by a physical store when an online order can be collected from the same store with the customer having to do the work of placing the order and getting the same result the salesperson could have. Irrespective of different marketing strategies(?) for online and physical stores.
I have yet to have spent time in either of the local stores where there is more customers than me present so the salesperson could easily add my requirements to their normal ordering of stock for collection when it arrives just like an online order which would have the same outcome WITHOUT having negatively impacted on another potential customer and their time.
Maybe I am just to dumb to understand the logic, or I am not seeing the same picture as both options have the same outcomes and results, just with two different initiators. One being a salesperson who should be driven to sell to keep the company profitable and in so doing securing the job and salary, and the other a customer needing a product available with the least amount of hassle and best customer experience available. Your response actually makes me even more angry and frustrated that I ended up walking out without the product that was now available in the store AT THE SAME PRICE, but a "helpful" salesperson would not make the effort to sell it to me AND now knowing that the in store price is the same as the online price by your reply...... GGGRRRRRRRRR!!!!!!
The result in this case is now I have to drive further to collect my online order I was forced to make as the other salespersons efforts were nullified........ Not Cool!!
The Area Manager may call if they want to and can try to explain why an online item/price cannot be honored by a physical store when an online order can be collected from the same store with the customer having to do the work of placing the order and getting the same result the salesperson could have. Irrespective of different marketing strategies(?) for online and physical stores.
I have yet to have spent time in either of the local stores where there is more customers than me present so the salesperson could easily add my requirements to their normal ordering of stock for collection when it arrives just like an online order which would have the same outcome WITHOUT having negatively impacted on another potential customer and their time.
Maybe I am just to dumb to understand the logic, or I am not seeing the same picture as both options have the same outcomes and results, just with two different initiators. One being a salesperson who should be driven to sell to keep the company profitable and in so doing securing the job and salary, and the other a customer needing a product available with the least amount of hassle and best customer experience available. Your response actually makes me even more angry and frustrated that I ended up walking out without the product that was now available in the store AT THE SAME PRICE, but a "helpful" salesperson would not make the effort to sell it to me AND now knowing that the in store price is the same as the online price by your reply...... GGGRRRRRRRRR!!!!!!
The result in this case is now I have to drive further to collect my online order I was forced to make as the other salespersons efforts were nullified........ Not Cool!!
KH
Ken H's updateReviewer Update
06 Aug 2023, 09:44Needless to say, but I am still waiting for that call to clarify. More empty promises.
Review moves from ZERO to negative 10 when even the Area Manager does not bother......
Review moves from ZERO to negative 10 when even the Area Manager does not bother......
KH
Ken H's update06 Aug 2023, 09:44
Reviewer Update
Needless to say, but I am still waiting for that call to clarify. More empty promises.
Review moves from ZERO to negative 10 when even the Area Manager does not bother......
Review moves from ZERO to negative 10 when even the Area Manager does not bother......