False Advertising

I’m still waiting for Royal Canin to give me feedback ! I have sent this complaint to ***

Still waiting for feedback! Good Day Royal Canin

I trust this mail finds you well.

First and Foremost, Thank you Royal Canin for the awesome initiative “ROYAL CANIN HEALTHY START ,TRIAL A FREE BAG”, promotion.

This definitely is an awesome way for consumers to benefit from an awesome healthy pet food brand especially to consumers who is not aware of Royal Canin or has not had the opportunity to afford their animals this awesome products!

Thank to Irene (Royal Canin) for the feedback and coming back to me with regards to a R300 voucher I received (23 Sep at 11:45) after registering for the “Trial A Free Bag” promotion and following instructions and choosing to do my purchase online as my First preference with Petheaven and then receiving an Invalid Coupon response.

Irene gave me feedback that Petheaven was experiencing technical issues and gave me Petheaven’s contact details and advised that I contact them directly.

When I initially experienced the invalid coupon response and then being directed to contact Petheaven Directly to be honest my first feeling was “This is too much effort as I would now have to contact Petheaven just to get assistance for an add/promotion that sounded so simple and welcoming” but not the experience I was having.

I then chose to go ahead and make contact with Petheaven and I did this after giving it this thought - “Make the effort it’s an awesome promotion why not benefit from giving my German Shepherd puppy an awesome brand of food*****s trial and what was even more worthwhile that pursued me to make that effort is it’s “a free trial bag” ! Why not ! Royal Canin is literally giving consumers this opportunity!

The terms and conditions state - A free Bag of food to the Max Value of R300.00 - whatever is over and above the R300.00 it’s very clear and states the difference will be charged and will be incurred by the consumer.

The terms and conditions also state -

What’s more, we’re including FREE DELIVERY for online orders, ensuring that your puppy’s food arrives right to your door. *Please note that products on offer are limited to ROYAL CANIN® Puppy and Kitten diets only.

Today (Monday 28 September) I completed my purchase (Royal Canin Maxi Puppy Wet Food) at 16:59 online with Petheaven and was surprised that I was being charged a Delivery Fee.

To be Fair R25.00 is a minimal amount to be paid for the awesome Food one receives for your pet. With that said irrespective of the amount paid there should never be an experience where what is advertised is not what you are getting.

I have to be honest I’m highly disappointed and extremely dissatisfied with no communication that there would be delivery charges! To be fair it feels as if there is some sort of catch - It’s advertised as free but when you come to the end of completing your purchase you will be charged?

I have to make you aware I’m extremely grateful for the food my puppy will receive however this experience leaves one with an extremely bitter taste and feeling that Royal Canin does not give you what they advertise they will. It leaves one with that feeling that somewhere there will be some hidden costs.

The experience I’m afraid gives me no confidence that there’s a good enough reason why I should come back to purchasing the Royal Canin Brand. There are many good brands out there and for a lot of consumers and definitely myself included what makes a good brand is not just good tasting healthy food for your pet it’s definitely the type of service you receive too ! There should always be trust , and honesty and I’m Afraid as a first time Royal Canin Potential shopper my experience has not been this. It just steered me away from the brand.

Please take this feedback and acknowledge your poor and dishonest service given so that it does not happen to other potential clients and steers more consumers away from Royal Canin

Please find attached the terms and conditions I received from Royal Canin and my Invoice indicating a Delivery fee being charged which I paid.

Once again if consumers received what you advertised the Initiative would have be an awesome one !

My details is below for feedback.

Dissatisfied Consumer Jeanette Lawrence