Falsely Accused | Would not exchange. Poor service all round

Imagine being a customer for 2 years, have months worth of food for your dog and wishing to exchange it in return for a different brand or flavour. Being told NO flat out, and then being accused by the owner of being Rude to your customer service agent, and told to take your business elsewhere. Will gladly do so! Hi there... I am usually a month ahead in my recurring orders, so I have 1 Acana Pacifica Dry Dog Food - 11.4Kg and 2 x Acana Pacifica Dry Dog Food - 11.4Kg. BUT - now my dogs are off the food. Can we return and purchase different food?

Roxanne profile Hello Marc, Happy Wednesday! Thank you for your message. You only have 1 recurring order with ZUKi Pet (#***: Acana Pacifica Dry Dog Food 11.4KG- last order 21 October 2021)

On 15th July 2021, there as an order for the following: Acana Adult Small Breed Dry Dog Food 6Kg Acana Sport & Agility Dry Dog Food 11.4Kg Unfortunately our return policy is 14 days. What food are your dogs currently eating? Kind Regards,

Hi Roxanne. Yes we thought to move them onto that. But they're hardly eating the Acana we're thinking of switching back to Eukaneuba ??

Hi Marc, I received your message, there are many chats that I manage in our internal system. Eukanuba is a fantastic brand. Here is a link directly to all of the ZUKi Pet Eukanuba products https://zuki.co.za/collections/eukanuba Once you have decided which Eukanuba product you would like, I can adjust the product in your recurring order (#***) for you. Kind Regards, Roxanne @ZUKi Pet 🐶

Hi Roxanne. As mentioned I'm looking to return the product I currently have. Is the company not willing to do so? Roxanne profile

Hi Marc, Our ZUKi Pet policy is 14 days. Your last order for the 1 X Acana Pacifica Dry Dog Food 11.4KG was the 21st October 2021 & your last order for the Acana Adult Small Breed Dry Dog Food 6Kg & Acana Sport & Agility Dry Dog Food 11.4Kg was the 15th July 2021. Please advise how you would like me to proceed. Kind Regards, Roxanne @ZUKi Pet 🐶

Hi Roxanne. So Zuki does not comply with the CPA, and you are willingt o risk my recurring business out of ignorance. I spent R18000 with you in the last 12 months Roxanne profile

Hi Marc, ZUKi Pet has listed Terms & Conditions on our website. https://zuki.co.za/pages/zukipet-terms-conditions However, perhaps I am misunderstanding what you are requesting. Are you wanting to return 3 ACANA products? 1 X Acana Pacifica Dry Dog Food 11.4KG- order 21 October 2021. 1 X Acana Adult Small Breed Dry Dog Food 6Kg- ordered 15th July 2021 1 X Acana Sport & Agility Dry Dog Food 11.4Kg- ordered 15th July 2021 Please can you confirm? Kind Regards, Roxanne @ZUKi Pet 🐶

Hi Roxanne. Your terms and conditions bear no relevance if it is not in accordance with the Consumer Protection Act. The CPA over rules your Ts and Cs if they are not in accordance with the law. YES - I want to return the products, and replace the items on my recurring order with different product. This was clear You're happy to take my money every month, but not happy to help when I want to exchange. Ignorance at its best. If you'd like will simply keep the food, cancel the order and purchase somewhere else.

? ? Roxanne profile Sorry to disappoint you, Marc. We don't entertain rudeness from any clients so suggest you take your business and your attitude elsewhere. We would gladly have entertained an exchange in respect of items bought up to 30 days at very best, but most certainly not longer. I am sure the Consumer Commisioner would understand our representations if called upon to do so and would be happy if you referred this matter for his consideration.

For now though, all that remains is to wish you a wonderful day further

Gianmarco ***ner who has absolutely no regard for rudeness towards our staff)