Feeders Supply

I arranged boarding for my two dogs at the Dixie Highway location of Feeders Supply in November of 2024.

Their website clearly shows a Double Suite for $59.99 (showing two dogs). That is what I booked.

At no time in the process was I informed of the extra fee of $34.99 for the 2nd dog (you have to click on the tab that reads additional information to discover this fee). If I had been made aware of this additional charge, I would not have booked boarding for my two dogs there. The way the website is structured (showing a double suite for $59.99 with 2 dogs pictured), and requiring the customer to click on another tab to be informed of an additional $34.99 fee for the 2nd dog pictured, is misleading at best. A business founded on integrity doesnt employ bait and switch in its marketing.

Imagine my surprise when I came to pick up my two dogs on Friday, November 22nd, and was charged not the amount of $317.94, which I was expecting, but $503.39, an additional $185.45 (the extra charge of $34.99/day for 5 days for the 2nd dog).

I asked to speak with the manager and was told she wasnt in yet, but the employee assisting me took down my information and promised me the manager would call me that day.

When I had not received a call by mid-afternoon, I contacted the store again and was told the manager (Jamie) was working from home. The employee gave me Jamies cell number (502-xxx-xxxx) and said I could contact her that way. So I did.

When Jamie answered and found out why I was calling, she was upset. I was only doing what her employee had instructed me to do, and yet now Im somehow the bad guy.

Jamie said she was getting ready for her childs 2ndbirthday party and if I would call and leave a message on her work phone (502-xxx-xxxx, ext. xxxx) that she would get back to me first thing Monday morning.

As a father of 5 and grandfather of 12 (soon to be 14), I understand the importance of birthday parties. I readily agreed, told her I hoped the party went well, hung up, and proceed to call her work phone to leave a message for her to call me.

Monday morning I was expecting a call, but it never came. Late Monday afternoon I again called her work number and left another message, reminding her she had promised to call me that morning and I hadnt heard from her.

No response on Monday, nor on Tuesday. Finally on Wednesday, I called the national Customer Service line, hoping to actually get some customer service.

I spoke with Brittany, who listened to my explanation of what had taken place. Brittany replied like a well-trained customer service professional should have: she apologized for the confusion, she agreed that it was not good that I had been promised a call back and had not received one, said she would escalate this situation and contact the Regional Manager because we want to get this resolved quickly. She said exactly what she should have said, and I hung up the phone confident we were going to get this resolved quickly.

But evidently her definition of escalate and resolve quickly are very different from mine, as another 5 days passed FIVE DAYS with no response from Feeders Supply.

Finally, on the following Monday afternoon, December 2nd, 11 days after I was promised a call back, Jamie called me. To say that she was less than helpful would be an understatement.

She said that she could see in her email sent folder the email that had been sent confirming the extra charge. I double-checked my email (including the Spam Folder) and only had the email listing the $317.94 amount. I had nothing detailing the extra $185.45.

Jamie told me the only way she would review the case was if I forwarded to her the email showing the extra amount. I explained to her twice that I couldnt do that since I DIDNT HAVE THAT EMAIL.

It was obvious that this conversation wasnt going anywhere, so I told Jamie this was unsatisfactory and that I would pursue arbitration through the Better Business Bureau. So I submitted a complaint through the BBB, which Jamie just responded to after several weeks. I am copying her response below, including my comments on her response (MY RESPONSE IS IN ALL CAPS AND YES, I AM SHOUTING).

MESSAGE FROM BUSINESS:

I personally reached out to Tim about the misunderstanding.

Our online booking for boarding is simply a request and does not show a total for the service they are requesting. With boarding, there are several factors that have to be considered before the client is able to book with us. We must be able to safely handle the pet, pet must be up to date on vaccines with vet records present and on file, pet must be in good health, and customer must agree to the polices in place.

Tim went online where he submitted a boarding request for his 2 dogs. Once the request was received, Shauna, a supervisor at the boarding facility reached out to Tim to setup a temperament test for his 2 dogs.

Since they both passes, Shauna proceeded to go over dates, pricing and requirements with Tim. (WE CONFIRMED DATES, BUT THERE WAS NO MENTION OF THE ADDITIONAL CHARGE FOR THE SECOND DOG).

We also have the pricing listed on large signs above the desk, where he was booked in person, as well as signage on the desk with the pricing of each dog and additional dog. Shauna went over the dates requested, confirmed drop-off and pick-up times, price for both dogs, and went over the late pickup policy which was all agreed upon. Once the appointment is booked, the customer then receives and email for each dog showing the price of the total visit, per dog.

(I RECEIVED ONE EMAIL WHICH SHOWED THE AMOUNT OF $317.94; I DID NOT RECEIVE ANOTHER EMAIL SHOWING THE ADDITIONAL SUM OF $185.45).

When I contacted Tim, we went over the above. He did say he did not hear the total given from Shauna (I DID NOT HEAR IT BECAUSE SHE DID NOT SHARE IT) or pay attention to the signage with the pricing that was posted clearly in multiple places at the booking desk. After going through his email, he did confirm that he did in fact get the emails confirming the dogs stay and also confirmed that the prices matched what he was charged. (THAT IS A BLATANT LIE.

AS JAMIE KNOWS, I DID NOT CONFIRM THAT I GOT THE EMAILS THAT IS WHY I ENDED OUR PHONE CALL BY TELLING HER I WOULD CONTACT THE BBB BECAUSE I WAS NOT INFORMED OF THE ADDITIONAL CHARGE.)

I apologized the website was not clearer to him but that is a request and why totals are not given due to additional factors, as listed in the details on the website. (JAMIE KNOWS THIS IS NOT TRUE, AS WHEN I HUNG UP THE PHONE WITH HER I CALLED CUSTOMER SERVICE AGAIN, HOPING SOMEONE THERE MIGHT BE ABLE TO HELP ME. I ASKED FOR BRITTANY, BUT WAS TOLD SHE WASNT AVAILABLE. A MAN LISTENED TO MY STORY, TOLD ME HE WOULD GET BACK TO ME, CALLED JAMIE, AND THEN CALLED ME BACK, REPEATING WHAT JAMIE HAD SAID THAT UNTIL I FORWARD THE EMAIL TO JAMIE SHE WONT DO ANYTHING.

AGAIN, WE ARE TAKING ABOUT AN EMAIL I NEVER RECEIVED AND THEREFORE COULD NOT POSSIBLY FORWARD TO HER WHICH SHE KNEW PERFECTLY WELL.

Feeders Supply has not only lost a long-time loyal customer, they have launched a lifetime crusader. We have been loyal customers of Feeders Supply for 27 years, spending multiple thousands of dollars on food and supplies for our 6 dogs over the years.

Pet Food stores are losing market share to Amazon each year. When Amazon has the same price (or in some cases even lower prices) on items, and delivers them right to your doorstep, the only reason to buy local is customer service. When a company not only doesnt provide basic customer service, but then demeans and lies about a customer, that customer will take great pains to make sure his family and friends are never treated that way.

The disputed amount is $185.45.

We spend that amount on dog food and supplies every 48 days. Feeders Supply has already lost more than that amount in sales from our dogs alone since this fiasco has happened. I would hope a brand-new customer would receive better treatment, not to mention a 27-year loyal customer.

Someone has observed that when customers receive excellent customer service, they will tell 5 other people; if they receive poor customer service, they will tell 15 other people. Ive already way surpassed the 15 number, and Im only getting started.

So far, in addition to our 2 dogs, there are 5 more dogs and 1 cat in Louisville that will be getting their food from another vendor than Feeders Supply.

We have a large family and many friends, not only in Louisville but spread throughout the country. People dont like companies that utilize bait and switch in their advertising.

They really dont like companies that make repeated customer service promises that arent kept. But they REALLY REALLY dont like companies that treat them with disdain and then lie about them.