Complaints

• Initial Complaint

  02/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Good evening, My complaint involves the Growlies points program.Ive shopped there faithfully for over a decade. When new owners took over a few years back things changed quickly. Prices immediately were raised alot and a much more less helpful younger staff was hired..Approx. 3 months ago my considerable accumulation of points suddenly was not accessible apparently due to a system change. They would always ask if Id like to redeem my points..I usually let them accumulate. The last figure I got from them was $39. Ive continued to shop there in good faith every week since. Each time Ive been in the store which is weekly,Ive asked to redeem my points. Their response is always one of its not their fault the system isnt letting them see my points but they assured me everytime my purchases are being counted and points awarded. How can they know that when they cannot tell me how much I have? They still assure me they have the points program and ask for my patience. Until today. I was told I have no points. I must have spent them. I most certainly have not I told them. Even my purchase today should of earned me points but apparently there is none or they still cant find them. I asked them today ..Which is it? I have none or you cant find them? The clerk couldnt answer the question and became very defensive. Ive spent over a hundred dollars a week there for over a decade.. thats no small dollar amount I put into that business.. to have them now be treating me and the other customers ..I assume.. like this is absolutely intolerable.. its been atleast 3 months.. I could of use those points today as ** ******** *** ********* ***** * ******** **** ** ***** ** **** *** ** *** ******** **** ** ******* ********* ** *** ***** **** ** ******** ******** ***** ** *** **** *** ** ********* ****. Yet they still cant or wont provide me any information on whats going on with the rewards program. Please help me and the other customers of Growlies get real answers to were our points are.

  Business response

  13/08/2023

   

   

   

  August 13, 2023
  Re: BBB Complaint – Growlies for Pets
  Dear *** *******,
  I am sorry to hear that about your recent experience regarding your points at Growlies for Pets in Langford.  As you know, we have switched over to a new Point of Sales System recently & we have had a few glitches/issues along the way. With this being said, I have the information you are requesting.  On June 2nd you redeemed 1140 points which left you with 71 points remaining. Your next visit June 16th you had a total of 157 accumulated.  We then switched over to our new Point of Sales System. I have detailed all of the transactions below since this system switch. 
  When the staff clicked on the points button our new system for your account – it was not pulling up information – just blank. This was an IT issue which I have being resolved now linking the data in your account to the POS System. Managers have access to log in separately to validate points in our system as well as view all transactions upon request. 
  Firstly, my apologies that our staff did not escalate your concerns to management, as this would have been communicated to you during the same visit or within 2 business days if I was absent.  Please know that you can ask to speak with a manager at any time or request contact information.
  
  
  
  
  
  
  
  
  
  
  Since our move to our new system – we have logged the following 5 transactions which are all eligible for points.
  
  
  
  
  
  Our Previous POS System provided 1 point per dollar. Our New System now provides 2.5% on your purchases (per dollar).  Points – once accumulated can be used in $5.00 - $20.00 or $50.00 allotments with the new system & a pop up is supposed to work that tells the staff your points & what redemption options are available to you. One redemption per transaction is allowed if you have the availability. So our new system offers more rewards than previous.  Your current Pack Points – including roll over from previous system  is **** Points
  Sales in new system:
  
  ******* * **** ******* ****** * *** ****** ** ***** ******** **** ******** ****** * *** ** ***** ***** ******** *** ****** * **** **** ******** ******  * *** ****** ******** ** *** * *** ***** ****** **** ***** ** ******** ********* **** ** ******** ******* **** **** ****** ***** ****** ********* ****** *** **** ** ** **** **** ***** *********** ****** *** **** ****** ******  ******* **** **** ******** *** ****** ******  ********** ** ***** ********** ** *** *** ** *** *********** 
  I will be placing a notation on your account which will state that you can use the full number of points available to you $***** on your next transaction.    We are still working with our IT to have the automation function & immediate updates available on your account.  We expect to have this resolved this week now that I am fully aware of this glitch.  If at any time you wish to view your transaction details see our back-end system for points I am pleased to provide you with assistance & full transparency.  At any time, you can always ask to speak with a manager if you are not satisfied with Service, product or any other question.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Supporting documents - Receipts -all - Points audit within attached PDF
  
  Once again, our apologies for the lack of timely transparency regarding your points. I trust the attached transaction documentation will be satisfactory.  I would welcome the opportunity to discuss this situation further. Please fee free to contact me directly as I am always available to answer questions or concerns.
  
  Dave K****  ******* * ******** **** ******* ** **** ********* ** *** *** ****** ********** ************ ******* ************ *****************

  
  

  Customer response

  14/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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