Many pet owners treat their “fur babies” as their own children and are inclined to seek out and purchase high-quality food and the best pet services to pamper them. However, the Consumer Council has received complaints about pet and related services from time to time. One such case involved the bundled sales of dog food from the trader’s house brand with after-sales warranty, while another was related to the trader shirking responsibility when handling the pet’s hospice care process. In another instance, dispute arose when the consumer could not reserve the service after having prepaid for pet grooming services, revealing much room for improvement in terms of the fluctuating service quality.
There is a wide variety of pet services on the market today, covering every aspect of the furry little companions’ daily needs, from apparel, food, accommodation and transport, to travelling and vacations, insurance, as well as medical and healthcare. However, pets are oftentimes passive recipients of such goods and service as they are unable to communicate their own preferences. The pet service industry should therefore show more love and corporate responsibility when providing such services. The Council urges the industry to treat all lives with respect, and prioritise the welfare of pets as consumers, providing the same level of professionalism and good trade practice when providing services to pets, so as to honour their consumer rights.
Case 1: Dog Food Bundled with Warranty
Failure of Trader to Deliver Goods on Time Resulted in Pet’s Ailment
The complainant purchased 2 puppies at Pet Shop A. The staff claimed that the puppies had been consuming dog food from their in-house label and a change of brand might affect their health, thus requested the complainant to also purchase the dog food in order to enjoy a 60-day warranty period for the 2 puppies. Otherwise, the pet shop would not be responsible for any health problems arising in the future. The complainant was left with no choice but to pre-purchase a year’s worth of the said dog food which amounted to $12,000. However, after a month or so, Pet Shop A was unable to continue providing the said product, citing shipment delay as the reason, and instead offered dog food of a cheaper brand as replacement. The complainant’s 2 puppies suffered from abdominal discomfort after consuming the replacement dog food and had to seek medical attention from a vet. The complainant requested a refund from Pet Shop A but did not receive any response, and eventually sought assistance from the Council.
Pet Shop A replied to the Council that they were only willing to provide the dog food originally ordered by the complainant but refused to give a refund. As the complainant had already purchased other dog food and did not prefer to switch brands frequently, she rejected Pet Shop A’s proposal. The 2 parties were unable to reach a consensus in the end.
Case 2: Sloppy and Careless Hospice Service Resulted in Omitted Paw Print Keepsake Discovered Only After Cremation
The complainant patronised the hospice and cremation services of Trader B for her deceased cat at a cost of $3,000, and additionally purchased a paw print charm keepsake as an add-on item, which was confirmed by the trader via mobile phone. However, only after the cremation did the complainant find out that Trader B had not taken a photo of his cat’s paw, and was therefore unable to make the charm. Conversely, the staff pointed out that they had already asked the complainant before the cremation whether a customised keepsake was required. Dissatisfied with the staff’s attempt to shift the blame on the consumer, the complainant lodged a formal complaint with Trader B. Having received no reply nor compensation, the complainant filed a complaint with the Council.
The complainant expressed his anticipation that Trader B could compensate in the form of a crystal photo frame. After the Council’s mediation, the trader responded that it would review its handling procedures whereas disciplinary action had also been taken against the staff member in question. The trader also agreed to offer a crystal photo frame as compensation.
Case 3: Prepaid Pet Grooming Service Difficult to Book Causing Points to Expire Before Being Used Up
The complainant pre-purchased a $2,800 pet grooming service package from Trader C, provided in the form of points which were valid for 18 months. However, the complainant encountered obstacles every time she tried to make a service appointment. For example, the booking schedule for that month was full and an appointment could only be made for the next month, or service could not be provided due to staff sickness. The complainant opined that if consumers were unable to enjoy the service before the deadline due to any manpower issues, the trader should extend the validity period of the package points, but Trader C refused to do so. After 18 months, the complainant still had a balance of around $1,200, but the trader stated that the package had expired and was invalid, refusing to give a refund. After the complainant sought help from the Council, Trader C eventually agreed to allow the complainant to spend the remaining balance on other products, and the case was successfully resolved.
With the vast range of pet services on the market, many of which cost a fair amount, it is reasonable for pet owners to have expectations for the service quality. Therefore, traders should fulfil their service promise with extra prudence and professionalism. Pet owners should be more cautious when purchasing related services and goods in order to take good care of their pets. Consumers may take note of the following tips:
- Consider adopting pets instead of buying. If indeed one wishes to purchase a pet, do so from a licensed animal trader and avoid buying pets of unknown origins online. Consumers may refer to the “Licensed Pet Shops List” from the Agriculture, Fisheries and Conservation Department’s (AFCD) website;
- AFCD requires pet shops to provide the buyer with the pet’s original vaccination certificate, deworming and treatment records and invoice/receipt when offering cats and dogs for sale. Before the transaction, consumers should carefully check and retain the relevant documents as future record of evidence;
- After purchasing and before collecting the pet, consumers should check its hygiene condition and mental state, and contact a licensed veterinarian for a check-up as soon as possible. Consumers should also verify the pet’s gender, breed, age and other information against the vaccination certificate to ensure they match up. Any issues should be raised with the trader immediately;
- Before buying pet services, consumers should ask the trader about the service details and costs, provision of terms such as alteration of service and refund policy, etc. Consumers should pay extra heed to the risks of prepayment consumption and consider patronising traders which offer pay-per-use services.
Download the article (Chinese only): https://ccchoice.org/570pet
Consumer Council reserves all its right (including copyright) in respect of CHOICE magazine and Online CHOICE.