Bullying and belittling from Raquel at Petco ****

GetHuman5317485's Complaint issue with PETCO from September 2020

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The issue in GetHuman5317485's own words
Check if a return was completed ... I ordered Taste of the Wild puppy food online to pickup at my local store on *******. When shopping online, I filtered for puppy food, and selected a small bag. My first order was cancelled for no apparent reason, and the only reason I knew it was cancelled was because PayPal refunded my money. I re-ordered the same product using a credit card. I received an email that the product was ready for pickup. When I got there, they had pulled the dog food (and even though I ordered puppy food online my order somehow showed dog food). Apparently, even though the puppy food showed it was in stock at that location it was "in the back behind a lot of things and we can't get to it. We've had a change in management." I asked for the order to be refunded, and the associate appeared to do so, and she was very friendly and helpful. **The next day (today, *******) I checked my bank and no refund appeared to be run through (with my bank it always shows the credit immediately as a pending transaction, with the funds available in a few days), and I called the store to double check and spoke with Raquel. **This is when things got bad. **I explained that there were some problems with my order and wanted to check that the refund had gone through on their end and could I give her the order number so she could check. I didn't want to rehash the whole frustrating and time wasting event of me driving across town to discover that my order wasn't correct and the product that was supposed to be available was in fact in some backroom purgatory. Raquel WOULD NOT help me until I described every little detail multiple times because she wasn't listening to or retaining my answers. I asked her to please simply check if the order had been refunded and again--for the third time--offered to give her the order number so she could check. I specifically asked her if she could help me without knowing every little detail, and again stated that all I wanted was to check if it showed refunded on their end. **This is when she launched into a yelled tirade about how I "needed to calm down" and then proceeded to berate and belittle me, and treat me like a child. I was calm. I was simply trying to be heard and helped. The problem was that she *) was not listening to me and *) apparently wanted to teach someone a lesson and *) thinks I'm stupid even though the problem was she wasn't listening to what I told her. She also seemed to not want to check anything and kept saying "it takes banks * to ** days to show a credit" which not only is something I told her I already knew it wasn't even the point--I was asking her to check that the refund had been completed on her end. **It's as if she wanted to display dominance and be able to be seen as a victim (like she was performing for an audience) instead of actually helping me by checking if the refund was done. She did eventually--over ** minutes into the call--take the order number and check. She says it was refunded but I don't trust that she was actually checking anything.**And this is after being put on hold multiple times (with no "can I put you on hold" or even "hold on a moment"--the line just went directly to hold music with no warning or explanation). The phone call lasted ** minutes and ** seconds. With several minutes of it being her yelling and belittling me. This is unacceptable. **This store has never been the bastion of helpfulness or enlightenment, but there is nothing about this that is ok. **This call could have been completed in ** seconds. Instead, it was over ** minutes with vicious, bullying behavior on the part of the customer service associate. Yes these are stressful times, but there is no call for Raquel's behavior. There was no need for me to rehash and relive the extremely frustrating experience of the original order. There was no need for Raquel to create a hostile environment. I don't know or care what she's trying to prove, but I can't imagine that Petco would condone or support behavior like this.
That was all I wanted. I did not want to go into the stressful and frustrating story. I wanted to be listened to and helped, not berated, bullied, and belittled.
I want to verify that order *************** has been credited. I'm torn, because I'd also like an apology from Raquel but do not ever want to speak to her or anyone so hostile again.
I've been a customer for years, and much more frequently now that we have a new puppy.
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PETCO

Complaint issue
Reported by GetHuman5317485
Sep 30th, 2020 - 2 years ago
Not resolved
Seen by 8 customers so far
Similar issue to 499 others
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Timeline

GetHuman5317485 started working on this issue
Sep 30th, 2020 5:09pm