Complaint Review: Five Star Fido LLC

Five Star Fido gets 0 stars in customer service. I placed an order for 3 matching dresses - for Christmas pictures - on October 27, 2009.  Rather than placing the order online, I placed it by phone with a "customer service" representative - Michael - to ensure that all 3 dresses were in stock and available to ship immediately and with expedited shipping.  Michael claimed that he checked the manufacturer's website and the dresses would ship directly from them within 48 hours. I explained that timing was critical because a photographer was scheduled for Christmas pictures on November 14. Michael assured me that the dresses would come with plenty of time to spare.

My credit card was charged the full amount on the date I placed the order - October 27, 2009.  No receipt or invoice was emailed or faxed to me, despite having provided contact information to Michael.

After 10 days had gone by and I hadn't received any word from Five Star Fido or the shipment, I called the customer service number to check on the status of my order.  I spoke with Michael again, who informed me this time that because the manufacturer had a limited quantity, his store had to order the dresses on consignment and then ship them to me from there. He said that all 3 dresses would definitely be available but it would take a little longer. He assured me again that the dresses would be here by November 14.

As the days continued and I still hadn't received any communication or shipments, I continued to call Five Star Fido - however, regardless of when I called (although all calls were placed during their posted hours of 10 am to 6 pm PST), I would only get a voicemail.  I left over 7 voicemails for Five Star Fido between November 2, 2009 and November 18, 2009 - none of which were returned or acknowledged.

I finally reached Michael - who appears to be the only employee of Five Star Fido - on November 18, 2009. He informed me that my package had been shipped and should arrive that day. Although the package did arrive, it did not arrive with all of my items.  Instead, 2 of the dresses were included and then a note that said to call "customer service" regarding the third dress. Considering I had just spoken to "customer service" without any mention of one of the dresses being unavailable, I was floored.

Upon calling back to Five Star Fido twice (after leaving an un-returned voicemail on my first attempt), Michael proceeded to tell me that this happens regularly and it's the manufacturer's fault. He offered a replacement dress in a different color and then when I declined, stating that the whole purpose of my order was to have 3 matching dresses, he sarcastically replied "good luck with that" and said he'd be surprised if I was able to find a matching dress.

Only after I brought up the invoicing and time delays did Michael ask if I wanted the price of the dress that didn't ship credited back to my credit card - but then stated that it might take up to a week to appear. I'm not exactly holding my breath, considering the value of his word up to this point.

Consumers - do not buy online from Five Star Fido! They misrepresent the availability of products, refuse to answer calls or return phone messages, misrepresent shipping policies and timing, and charge your credit card regardless of whether they are providing the products ordered. Dog boutiques are usually very reputable vendors - it's sad that Five Star Fido is tarnishing that reputation through their deceptive trade practices.