Complaints

• Initial Complaint

  07/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This happened on July 19th, 2022. I purchased a bird from this shop, was told of no policies or any guarantees. I was not given a receipt or any knowledge on the pet I purchased. I paid $432. I had this bird for two days and it ended up passing away. I contacted the owner and he claims it was starved with no proof. I have owned birds before and would never starve an animal. He offered no solution and zero sympathy. The website states they promise to educate customers and help any way they can, they did not keep that promise. The employees also admitted to not sharing any knowledge with us upon purchasing the bird. The policies should have been told to me before purchasing this bird but they are claiming I should have read it on the "door". I am just shocked that I can't receive anything from them except the blame. They also say I should've purchased the cage and food from them, that is when I can place the blame on the store. I told them I am not blaming them but just asking for help. They are not wanting to do anything about the situation. I am not the only person this has happened to, but when reading the reviews the owner has helped people in the past. It's just not right and I really am going through a tough time with them. I asked them if I should take the bird for an autopsy for proof and they told me it wasn't needed and I could do what I want with the bird. They did say in the beginning they would do something but the owner is stating otherwise now. I am needing help with resolving this situation.

  Business response

  08/28/2022

  Business Response /* (4000, 11, 2022/08/28) */ Our policies are clearly Listed in prominent places. while Ms. ********* states she is not looking to place blame, and acts as she was uneducated about birds, her email contradicts her complaints. She claims not to have known our policies, but states "I have been coming to Walters for years and I know you have been around for a very long time." She claims to have not been educated about the bird, but states "I recently have been researching into getting a parrotlet for quite some time now." And "I have had birds in my life since I was a child such as cockatiels, sun concure and parakeets." She further states "We were beyond ecstatic to have this bird in our lives, we bought it the best pellet food from petsmart" ignoring the fact that the bird food she bought has a warning label on the bag about switching diets. Ms. ********* had done her own research and wasn't interested in getting the diet we feed or learning our daily protcols. The day Ms. *********' partner came in to the shop and was informed of policies and why we have them. She became emotional caused a scene and accused my manager of racism stating "it was because she was Mexican we wouldn't help her." Ms. ********* has also told me she would not have a vet look at the body. Examining the bird and opening the crop to confirm is relatively simple veterinary procedure. I have communicated with Ms. ********* 6 or 7 times via email and on the phone. I have provided her with documentation from M.I.T. and explained why we have the policies we do. At this point I have been accused of being a bigot, and the subject of a social media smear campaign. Ms. ********* states she doesn't want to place blame, she has no interest in taking responsibility either.

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