HandsNPaws has serious customer service problems Online Internet
I recently had some trouble receiving merchandise I ordered from this company. Alought my initial communication with them in an attempt to track my order was positive, when I decided to cancel my order based on an offer to do so from one of their customer service reps, the communication from their returns department was very nasty. This was their response: "The items have been ordered, so please don't tell us when to apply the restocking fee or not or whether it applies. Our site tells you that it applies."
My email to them did not merit this tone in response. I was very cordial and simply requested that an acception to policy be granted in my case.
I have to admit that I was not a responsible customer in this instance, because I didn't notice the no returns for cash policy or the re-shelving fees. These policies are always indicators of a company not interested in customer satisfaction, and had I notice the policies I would never have placed my order to begin with. Needless to say, I will never order from this company again, and will gladly tell everyone I know that this is not a company looking to please their customers.
Janice
Jasper, Wyoming
U.S.A.
1 Updates & Rebuttals
Handsnpaws
Phoenix,Arizona,
U.S.A.
Handsnpaws - Change of Ownership
#2REBUTTAL Owner of company
Sat, December 13, 2008
Janice,
In August 2008, Morris Investments LLC purchased the websites, www.handsnpaws.com and www.pawstogo.com from Sophistication Alley LLC. The transition was finalized earlier this month. *The transition of www.pawstogo.com should be completed by the end of December '08.
My name is Alex Morris. I am the new owner of Handnspaws. My wife and I purchased this business fully aware of the customer service issues associated with the previous owner, Sophistication Alley LLC. We saw this as a challenge that we have eagerly accepted. Over the last three months we have worked diligently to improve customer service, response time and delivery time. Heading up this effort is our director of customer operations - Cassie. Cassie is one of the most positive, helpful and responsible individuals I have ever known. She will personally respond to any email and she does so promptly and professionally. You can reach Cassie at orders@handsnpaws.com. Feel free to leave your phone number and Cassie will call you back. *(We have only been getting all of the handsnpaws emails since November)
If you have been wronged by www.handsnpaws.com in the past please contact us and give us a chance to make it right. We will listen to your issue and we will do all we can to help. If you are a new handsnpaws customer or are considering buying from us, please do not be alarmed by the negative reports on this website. While the name of the website is the same, we are a new company with a completely new approach to customer service.
In the coming months we will be rolling out some significant changes including a redesigned pawstogo website that will make ordering much easier. We have also launched a BLOG, www.handsnpawsblog.wordpress.com. The BLOG will provide new product updates, showcase beautiful dog models, and provide a forum to talk about our favorite subjects - well dressed dogs. Most importantly, the BLOG will serve as a communication tool for our customers. We look forward to hearing your feedback and ideas! Finally, in March '08 we will begin accepting phone orders.
Given the bad publicity handsnpaws has received on this and other sites, I am often asked why I have not changed the name of the company. The fact is, the previous owner did build a strong and viable online company. The domain name, or URL, is very old and well established with the search engines. Changing the URL now would negatively affect search engine rankings and reduce traffic. Therefore, we decided to keep the name handsnpaws with the goal of dramatically improving customer service and operations.
We are a family business. In the world of multi-national corporations and big box stores, we will succeed by providing a truly wonderful online shopping experience. This means we will continue to build upon our vast and eclectic selection of hard to find stylish dog clothes and accessories, while providing exceptional customer service for all of our customers.
Regards,
Alex Morris
Owner
orders@handsnpaws.com
www.handsnpaws.com