HandsNPaws Online Store Has Terrible Customer Service And Over Charges For Shipping! Worst online customer service & highest shipping costs!! What a combo!! Shop elsewhere!! New York Internet
I ordered from this internet store many months back and was extremely disappointed :( I shop for everything via the internet because I work very long hours and have always been very pleased with my purchases but this business is HORRIBLE!!! Avoid this store and stick to "TRIXIE & PEANUT" or "Paw Palace" for much better service!!
I called to follow up on an item I never received and the customer service person was incredibly rude from the miniute she answered the phone and hung up on me when I realized the item I had ordered was not being shipped at all but asked why I was then charged $10 for the few items shipped.
This was by far the rudest customer service person I have dealt with in a long time, it was very disappointing as they sell cute items.....but I would avoid this website & give them some time to hire quality customer service people!! Good luck.
Kim
Napa, California
U.S.A.
2 Updates & Rebuttals
Handsnpaws
Phoenix,Arizona,
U.S.A.
Change of Ownership
#3REBUTTAL Owner of company
Sat, December 13, 2008
Kim,
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
M
Usa,Illinois,
U.S.A.
you only paid $10 for all the other items received?!
#3Consumer Comment
Tue, August 16, 2005
I have been a customer of handsnpaws for almost 2 years now and have never had a problem!!
I don't understand when you said 1 item was not sent to you...but all the other items you did receive, you were charged $10 for...Can you explain?
Because if you received other (items) and only paid $10 for them, you sure did get a lot from the mentioned company, considering it's a specailty shop and while they're reasonably priced, I don't know how you got away with receiving a few items for only $10??