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

agree, but the people I'm talking about, the one girl said that she actually paid for the food to her understanding at the time, but when she re-checked her credit card statement, she was never charged.
The other guy, almost the same thing. The order went through and everything, but they closed his account (and he didn't find out it was closed until he needed to order more food for his dog, they never contacted him to tell him there was a problem) saying his card declined the order MONTHS after the fact. Now he cannot order anymore food from them until he pays for the food they sent him.

Well, you can call me a person w/ a lack of morals because I still don't think anyone should have to pay for the company's mistake, whether they intended to "scam" the company or not.  Also, I'm not sure if this is accurate, but a friend of mine who works at a law firm (not a lawyer, just works there) said that they should have some sort of insurance that reimbursed them for the website system they used that caused the mistake.  If that is the case, then they are just getting extra money back by collecting...

I still don't think anyone should have to pay for the company's mistake, whether they intended to "scam" the company or not. 

I  think you should pay for what you used,, what you fed your dog.  We all make mistakes!

Ron, what usually happens is the plants ship completed runs to distribution warehouses. I believe TWO maintains a few in various locations to facilitate quicker/cheaper shipping of customer orders. They do have a corporate office thingie in Florida. To clear up an error like this at the least, they could have shipped a few bags there - stack them up, put a board across, and you've got another work station.

I benefitted indirectly from their error as I was one of the earlier people to be a party pooper when people realized the implications of TWO's system failure. I got a free bag of food through Carol sort of by way of thanks. Excellent customer service and I was hoping a sign of a change in that direction. Then Carol left the company (last month I think). Not surprisingly, the problems continue and get even worse.

I can't think of much worse PR than hounding folks to cover a mistake YOU allowed to happen. It is true that the people who deliberately took advantage of this have something to address in their own conscience, but there is a difference between a moral and a legal issue. A corporation cannot regulate morality or enforce it in any way, unless and until it intersects with the law. That's why when one does business, one takes proper measures to make sure one DOESN'T offer these kinds of opportunities.

I can guarantee you that their sense of justice would have been taking a vacation if the error had been to their benefit (the system double charging or whatnot). There is no way in heck I'd give my credit card info to a company with operating procedures and standards this sloppy. Heaven only knows what is going on there. I'll go out and hunt deer and make my own dog's food from scratch, right off the hoof, before I play roulette with my money like that.

ORIGINAL: dyan

I  think you should pay for what you used,, what you fed your dog.  We all make mistakes!

I think that if a person made an honest effort to contact the company, and gave them a reasonable amount of time to respond, and the company couldn't get their stuff together and get it resolved, then the customer shouldn't have any worries about using or otherwise disposing of the product.

After trying to get the promised return tag for 3 months, I fully intended to donate the food to the local rescue. It's just luck that I didn't, but I sure wouldn't expect to be held accountable a full 6 months after I tried to get them to fix their screw-up.

ORIGINAL: brookcove

Ron, what usually happens is the plants ship completed runs to distribution warehouses. I believe TWO maintains a few in various locations to facilitate quicker/cheaper shipping of customer orders. They do have a corporate office thingie in Florida. To clear up an error like this at the least, they could have shipped a few bags there - stack them up, put a board across, and you've got another work station.

I benefitted indirectly from their error as I was one of the earlier people to be a party pooper when people realized the implications of TWO's system failure. I got a free bag of food through Carol sort of by way of thanks. Excellent customer service and I was hoping a sign of a change in that direction. Then Carol left the company (last month I think). Not surprisingly, the problems continue and get even worse.

I can't think of much worse PR than hounding folks to cover a mistake YOU allowed to happen. It is true that the people who deliberately took advantage of this have something to address in their own conscience, but there is a difference between a moral and a legal issue. A corporation cannot regulate morality or enforce it in any way, unless and until it intersects with the law. That's why when one does business, one takes proper measures to make sure one DOESN'T offer these kinds of opportunities.

I can guarantee you that their sense of justice would have been taking a vacation if the error had been to their benefit (the system double charging or whatnot). There is no way in heck I'd give my credit card info to a company with operating procedures and standards this sloppy. Heaven only knows what is going on there. I'll go out and hunt deer and make my own dog's food from scratch, right off the hoof, before I play roulette with my money like that.

Amen [] lol

Then Carol left the company (last month I think). Not surprisingly, the problems continue and get even worse.

 
This one line of yours explains a lot, to me. She was making things right. Now, she is not there and someone else has yet to fill her role and accomplish what she did.
 
Hopefully, they will, as many here are big fans of their food, attributing great success in the health of their dogs. I'd hate to see people have to switch from what's working for them just because a company is having problems with its procedures.
 

This one line of yours explains a lot, to me. She was making things right. Now, she is not there and someone else has yet to fill her role and accomplish what she did.

Hopefully, they will, as many here are big fans of their food, attributing great success in the health of their dogs. I'd hate to see people have to switch from what's working for them just because a company is having problems with its procedures.

 
I know, Carol is greatly missed and was a step in the right direction for that company. I had hopes that things were improving.  Someone was suppose to come on these forums after she left but I believe no one has (if they have then they have plenty of "feedback" to take back to Mark). []
 
I am sticking with Timberwolf for now because after trying 8 previous super premium foods prior to T.O all with poor results for at least 1 of my dogs,  I refuse to start that dog food rollercoaster again. With no food allergy problems, fantastic coats, and great poop...it has been a lifesaver in our house. Unfortunatley, I am not willing to go back to all the feeding and poop headaches right now. 
 
 Working in customer service for many years I normally would NEVER support companies that treat their customers as poorly as this company has on many occasions.  That said, I personally have never had a single problem with billing, shipping or delivery with T.O. so as long my luck holds out and the dogs are still doing so well, I am going to have to stay with T.O.
 
Over the course of a single year I will be giving this company over $1800.00 to feed my pups..I really wish I could feel better about supporting T.O. and being able to not only say that IMO their food is the best out there BUT ALSO that they have the worlds best customer service.  Now I must be dreaming![]
 
 

Whoa.
When the heck did Carol leave the company???

Man, there goes the only hope for a decent customer service that company EVER had.

How did you all find out she was leaving or left the company???

I think that if a person made an honest effort to contact the company, and gave them a reasonable amount of time to respond, and the company couldn't get their stuff together and get it resolved, then the customer shouldn't have any worries about using or otherwise disposing of the product.

I agree!  Anyone that made an honest effort is guilty of nothing but doing their best.
 

 It is true that the people who deliberately took advantage of this have something to address in their own conscience, but there is a difference between a moral and a legal issue

Yes, I agree that there is a big difference between a moral and legal issue. I can't see that they have a leg to stand on,,, I wouldn't think they wouldn't even bother to make threats.  I really can't  blame any company for trying to recoup some of their money though,,I think we wold all do the same if we were them. We would not just say "oh well, we screwed up and sent a bunch of people dog food and now too bad,, we're out a lot of  money!"  I bet there are a lot of people that will pay for what they used.  
 

TWO has one big gigantic issue right now. TRUST. The doubt is there whether you are someone who took advantage of their error or someone who did nothing, or whether Carol sent you a free sample and now you are wondering where Carol is and why she is no longer there after a great start changing the direction of their customer service.

TWO needs to address the trust issue before they really crash and burn. If I were in charge of PR, at the very outset of the computer problems I would have chased down the people who got free food and sent them coupons for more food, along with a letter explaining the problem, what measures were being taken to ensure no future problems (such as errors in the company's favor!), and thanking them for their interest and support of the product, with hopes that we could retain them as customers. Plus a hotline to correct any problems such as Sooner faced where the food needed to go bye-bye ASAP.

Internet sales are all about trust and TWO needs to rebuild that. They will not do that by shifting the blame onto customers or potential customers. It's just all so incredibly not smart that I'm amazed that they can still hold it together and deliver product! I guess we'll see what the future holds. It's a shame because I sure liked their stuff (thanks again to Carol!).

Do you think perhaps that Carol is no longer there because of this problem??? 
 
 

ORIGINAL: dyan

Do you think perhaps that Carol is no longer there because of this problem??? 

I think so.  Either that or (this is just something that I was thinking about) there is something bad going on like embezzlement or maybe something worse?  Carol seemed like a very honest person and I don't think she would work for a company that was doing something like that.  If it was just because of their shatty PR, I would think she would still stay for a good while to try and fix it....

The last I heard from Timberwolf was Friday about 2 when she said she had to get with her boss and she'd call me right back. I'm going to give her some more time, but I'm not expecting much. This food starts to expire in March 2007.

So what would you all do in this situation?

I think you are doing everything right!  I might just email a quick email (or phone call if you feel like it...I find email is easier) and tell them you are getting the food out of your house by next week (or any day you want) unless you hear from them. Put in back in their shoes.   And if you don't hear from them, I would go do what I was going to do to begin with. Why let it expire when its food that could be used. And since you have been doing everything you can to solve this,,,  you should be able to get it out of your hair soon.