Complaint Review: HandsnPaws

The is another listing on this website for this company. I ordered dog booties and after four weeks, received a notice that they were shipped through UPS. It turns out that there was a problem with the shipping address I entered with the order. I called UPS, they said they made the change, and the next day I was notified that the products were returned to the company. I emailed the company and asked for a refund, since so much time had passed since the order and stated that I was disappointed in the delivery time. Below are the actual emails that followed. Read them and judge for yourself. These people should be banned from selling, period!!

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From: HandsNpaws [mailto:mail@handsnpaws.com]
Sent: Monday, May 07, 2007 11:03 PM
To: Sandra Torres
Subject: RE: FEEDBACK: Order 2007-04-20532 : Delivery of my Order

We could reship it to you if you want or you can just take store credit as though it were a regular return. Let us know which you prefer. If you want it reshipped, we're happy to do so as a customer courtesy, but we would like you to update the address please so it's not knocking around again. They didn't send it to our regular return address, so it will take a little time for us to retrieve it. Thanks

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Sandra wrote:
I didn't ask for a store credit, I asked for a credit to my card that was charged for the purchase. The length of time I will have waited for these items is extremely disappointing. Even without the address issue, it has taken a month to get this far and I still have no product. What would you want if you were the customer right now?

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From: HandsNpaws
It doesn't matter. It's not an option. We don't provide refunds, as every email confirmation informs you. Store credit only. You don't get some exception because you don't follow the terms. The processing time is posted and in your order confirmation...you have the option to not order or cancel within the grace period if you don't like it. This was sent out within that time. And of course,we're hardly responsible for your incomplete address info. You have no product because you didn't timely notify UPS and you didn't provide the correct and complete shipping information. Frankly, we don't have this problem with customers. Most can get their address straight. You were ahead of the game with courtesy free reshipping. Since you nixed that, we will process this as a return. You may want to re-read those terms since it sounds like you skipped that step when you ordered.

Of course, we have to actually locate your order since it didn't go to the correct return address because of your mistake.

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Sandra wrote:
I know that sending this email made you feel really good, but it was a mistake.

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From: HandsNpaws
Don't see any mistake at this end. Looks like the mistake is on yours and your reading comprehension. NO REFUNDS. Means just that and it's pretty clear. Look it up under R-E-T-U-R-N P-O-L-I-C-Y. Got it? Good.

This kind of service is a disgrace by any standard. Please tell everyone you know to boycott this merchant.

Sandra
Folsom, Pennsylvania
U.S.A.