Remember T.O.'s "Ooops, our shopping cart is not charging people."?

Without knowing the full story behind this mix up…it is hard for me to comment.  As we all know, they have absolutely lousy customer service..at least that has been their track record and it hasn't seemed to really get any better.  Should they just EAT the cost to keep their customers happy…probably, that would be good customer service. []

At the same time, we also don't know how many bags actually went out.  If that mistake was large enough to come even close to putting them out of business, then honestly they HAVE TO try and collect that money.  As far as people who actually DID order it, if I ordered it I would expect that I need to pay for my order, regardless if it went 3 months without them charging me for the order I put in.

If  I was a person who didn't actually check out with the order but only put it in my shopping cart to maybe check the price or something, then I would be upset and I would absolutely fight it.

Again, it is hard for me to comment considering I don't know enough about the situation.

I totally see where you are coming from on this Rebecca…and I do agree that their costumer service is still down right horrible…that said, if I bought it and got it free for several months, then IMO I need to pay them.  Maybe they could offer me a "discount” or something for the inconvenience???

I was gonna post about this tonight!

Background: when Timberwolf first changed their website - back in June I think - there was a thread about the outrageous shipping charges it was adding. I got on there, put some stuff in a cart, added a shipping address, and laughed at the fact that they were charging like $80 shipping for 33 lb bags. End of story, or so I thought.

A couple of weeks later stuff started showing up at my door. Several bags! So I e-mailed them and heard back from Kristy - we went back and forth a couple of times and she finally said she'd send a return tag. When I never got it I e-mailed her and Carol back and didn't receive a reply.

Fast forward to today. I get a call from Eileen at Timberwolf, basically wanting to know when I was going to pay for the stuff. Well, I'm NOT going to pay for it - I didn't really order it and I tried to return it in the first place. I tell her this and she asks me if I have copies of my e-mails. I kept them for a few months, but don't have them now - and she acts like she can't believe I deleted them. I tell her who I e-mailed with and she says she'll call me back.

So we go back and forth for a couple of hours - I talked to this girl like six times today - and she first says that she'll have someone come pick the food up. Yeah, I still have it, I was going to donate it, but never was quite comfortable with it. Anyway - I say I'm not home during the day, so she wants me to STAY home one day just to meet UPS. No way! So then she wants me to leave it stacked on the front porch - uh, no that doesn't sound like a great idea either. So then she wants me to take it to UPS, well, that's not a big deal, but I don't really feel like putting myself out to fix their screw up. Yeah, I was being a b---- but they are a MESS! And this girl really didn't sound like she knew what she was doing.

Not to mention that what they sent me didn't even match their packing list. So what she's trying to collect from me is not what I have. Finally she says she needs to check back with her boss and that's the last I heard from her.

ETA: It's amazing how easy it is to talk to someone there when they want something from you!

Kelly,
I'd tell them to send someone to your home at such and such time (whenever you know you'll be home) and if they can't accomplish that then that's THEIR problem.
What a circus!
I heard all this stuff about them before, but the shopping cart incident I was actually around for. I didn't partake in it, but I know accidents were happening left and right and NOW! now they want to hunt people down for it!

Maybe they'll start seeing the necessity for good customer service and stop jerking people around when someone tries to contact them.

[]Kelly...that totally blows!!!  I am so sorry that it happened to you and they are so dang messed up.  I actually would try to talk with Mark and tell him how you feel and your frustrations...although I honestly believe it might not do any good.  I would be very ticked off if I were you and btw- shouldn't kristy still remember e-mailing with you???    [:@]

Kelly, can I cross-post this onto the pit bull forums? There are people there complaining of a similar situation.

ORIGINAL: chewbecca

I'd tell them to send someone to your home at such and such time (whenever you know you'll be home) and if they can't accomplish that then that's THEIR problem.

That's basically what I'm trying to get accomplished. Or SO said he'd take the stuff to UPS just so we could be done with them.

ORIGINAL: jjsmom06

[]Kelly...that totally blows!!! I am so sorry that it happened to you and they are so dang messed up. I actually would try to talk with Mark and tell him how you feel and your frustrations...although I honestly believe it might not do any good. I would be very ticked off if I were you and btw- shouldn't kristy still remember e-mailing with you??? [:@]

I've seen some responses Mark has written and he's a JERK. I don't think talking to him is going to do either one of us any good. I don't know about Kristy... after I mentioned her Eileen said she'd call back and when she did she never said anything more about the e-mails.

ORIGINAL: chewbecca

Kelly, can I cross-post this onto the pit bull forums? There are people there complaining of a similar situation.

Yeah, I just got back home and went to post over there and saw you already had - it's fine - I'll be watching there too - I want to see what other people are doing with this mess.

Oh my gosh Kelly, what a MESS. Sorry you've been having to go through that. I cannot believe what they've been putting you through!! Wow, reading all of that makes me just not want to even feed their food.

You know I got a call from the local Timberwolf agent today, she left a message on my phone saying I needed to call her as soon as possible and I thought of the food thing.
I did not return her call and as is I will not be paying for their mistake, I talked to my attorney friend and he said that if i did not put any fraudulent info in when I went in to see the site and check prices etc...that I did not decieve and it is their mistake and if they keep contacting me its harrassing me.
I simply was on the site filled out info my name and such and tried to see what prices where on foods and went to where you put in your credit card info and then clicked out, no final tally finish checkout, finalize your order NOTHING.
And then when I did get the bags of food there was NO INVOICE in there anywhere....without the invoice in the box also my attorney said there is nothing stating that I owe them anything, it is their loss and he said they should have insurance to cover it, I will wait and see what happens, sure would hate to get them for harrassing.    

WOW!
Too bad for everyone,,,TO included! Lousy  CS is right,,,,but I also wonder how much money they are loosing because of an error.

Yeah, that is LOUSY.....all I know is that there is nothing you have to do about it...it was THEIR mistake and there is no obligation for you to have to pay.  That is not your responsibility. 

  What a headache Kelly;[&o] could you leave the bags by your back door to be picked up; not likely anyone would bother them there. It sounds like a bunch of kids in junior high are running the company; unbelievable. 

ORIGINAL: jessies_mom

What a headache Kelly;[&o] could you leave the bags by your back door to be picked up; not likely anyone would bother them there. It sounds like a bunch of kids in junior high are running the company; unbelievable.

We could probably do that - we have double gates that we keep padlocked because of the pool - but I guess that's not such a huge attraction in December [8D]

ETA: Guess we'll see what she says if she calls me back Monday. I really kind of expect them to blow me off since I want to return the stuff and have no intention of paying. I think that's what they're looking for.

I guess I'm a little old fashioned when it comes to buying things over the Internet...I know it is the thing to do now,,but I hate it for several reasons and this kind of thing is one of them. What more can you do then to try to return the stuff? 
Kelly, can you ask them one more time for a call tag to send it back? Did it come in the mail or UPS?  I don't know what kind of distance we are talking here..but if actually sending someone is not in the picture,,certainly a call tag to get it sent back should not be a problem.  It sure shouldn't cost you any money to return it...bad enough its a pain in the butt!
I wonder how many people did get food from them and use it without paying because of this website problem. Thats wrong.....its kind of like accidentally walking out of a store and not paying and not getting caught,,,its still wrong.  But to make an honest effort to get the stuff back,,,gee, they should be trying just a little harder.
 

It sounds like a bunch of kids in junior high are running the company

 
Ya never know, do ya?[]
 
The thought that ocurred to me is that, if I remember correctly, they get time-share production at a Diamond plant. So, they may not actually have any space to store returned bags. Especially if this happened quite significantly. A "corporate" address can be nothing more than a p.o. box. And yes, this could put them out of business. As it is, TWO gets billed by the Diamond Plant for the production run of lot "abc-123" or whatever.
 
Then, they collect moneys from distributors and private customers that placed orders and this should offset the expenses of production.
 
If there's enough bags sitting out there that people didn't actually purchase or want to purchase that they shipped, anyway, then, they have spent money on shipping and the bags could have been reserved for wholesale to a distributor are now at a consumers home, collecting dust.
 
And this all should fall on the shoulders of TWO. And they are gonna learn. There's more to operating a business than just saying "Purina bad, us good."