It is poor customer service to say, "It's against our policy" as that puts off any customer. It's a common line used to get rid of the customer without wanting to take time to find someone inhouse who may be able to help. Banfield said this upfront when I had just a few questions on minor conditions of my dog and price estimations. How is one supposed to do company comparisons if their policy is to not answer questions? I asked to speak to someone who could actually help me, but was refused. I was pleasant so there was no reason for this poor customer service unless it really is their policy to not be helpful.
Bad policy. ... Ask any well-trained customer service representative.