Here is my response.
Hello, Kat. Thank you for reaching out to me. I spoke to Esther this morning and was not very impressed with this customer service agent, who bickered with me about subscribing for auto shipment of dog food. When I received the order last month, I did not think to check and make sure it was not an auto ship. I never use auto ship unless I have tried a product before doing so. I did not know whether this food would agree with my dog or if he would eat it, so there is absolutely no possibility of my subscribing for auto shipment right out of the gate. It would have had to have been changed on the fulfillment side.
I placed this order using my debit card, and my bank said the only way I could dispute the charge was to close the account so that they could pursue it and not allow Dr. Marty to make any additional charges to the account. Instead if doing that, I opted to call Dr. Marty again to verify cancellation. I would also be contacting Dr. Marty again for a full refund as stated on the website. I will have two bags of unopened food to return, the original bag and the one that is on the way.
I spoke to Oscar the second time I called. He was much more customer service oriented and not combative like Esther, who unfortunately was a very poor listener as well. However, having read that even after cancellation, other clients reported they continued to be charged by Dr. Marty, I will be following up at the end of the month to make sure no shipments are forthcoming.
Last month while I perused the Dr. Marty website, I read about the probiotics powder. I honestly do not recall placing this order. We’ve tried probiotics products on our dog before, and it did not go well. I remember thinking the information and product sounded interesting, but I don’t recall placing the order, so I was surprised when it arrived in the mail. We are giving it a shot, and I will keep that item, but I do not want to reorder it or any other product.
If you can tell me how to go about returning the two unopened packages of dog food for credit, I would greatly appreciate it. I will submit another review after this has all been settled.
Thank you, Diane
