Complaint Review: HandsNPaws Internet Pet Supply Sophistication Alley Ltd - Nationwide

Carolyn, 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 [email protected]. 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. Rebecca, The new handsnpaws would like to apologize. Regards, Alex Morris Owner [email protected] www.handsnpaws.com

I ordered a dog carrier from Handsnpaws and on my order requested delivery ASAP. When 10 days passed and I had not heard from the Co., I found out they would not process my order for 15 business days, then ship. No one would be at the requested address by then. I then sent 4 emails stating if they were waiting that long I would need to cancel and cancel through Visa. This is the email I recieved back. Go to hell. I've asked the rep who was working on this to pull it. You will not get it on Monday now.. and you are no longer welcome to shop here. You're a nasty jerk!! I am a 50 yr. old Critical care RN, and not used to being spoken to like this.

It's not true at all that a business has to suck it up to one customer to keep other customers, I am example one!! And just to get back to the original subject, and why they may have e-mailed you the alledged comment about taking a reading class, well like I said it's all right in front of you when you go to their site,which I have copied and pasted their faqs page to refresh your memory, or to enlighten anyone beleiving your falsities put upon this reputable company.Oh yes, maybe now you'll look and read just a little bit below to see where it says"Since this is a specailty store" etc." It's all company explanitory, You know, the a b c's of it all!!! I need not say more. FAQ This is a Quick Guide for Shopping at HandsNpaws. For additional or specific information, please review our Terms and your Email Order Confirmation. How Long Will it Take to get my Order? What if I need my Item in a Hurry? What if I need to Cancel My Order? How Do I Return an Item if it is Not What I Want? How Do I Place a Phone Order or Speak to a Customer Service Representative? This is a Quick Guide for Shopping at HandsNpaws. For additional or specific information, please review our Terms and your Email Order Confirmation. How Long Will it Take to get my Order? Since this is a specialty store, most of our items are handmade or made to order. The average ship time is about 1 to 3 weeks and depends on (1) the item ordered and (2) the shipping option selected. If you select the discount option, it can take 10 to 15 business days to process your order and the item is shipped thereafter. Our business days are listed on the "status update" page. What if I need my Item in a Hurry? We can accommodate requests to expedite an order before you order in the following ways: (1) if you email us prior to placing your order to request expedited shipping or (2) if you indicate a "ship by" date" in your checkout comment box. If we cannot accommodate your request, you will be notified and we will not process your order. Please note "ship by" dates are not delivery dates. "Ship by" requests require the standard shipping selection and can usually accommodate 1 week processing or sooner depending on the item. What if I need to Cancel My Order? You may cancel your order at any time until we commence processing (usually within 1 to 2 hours of placing your order) by logging into your account if you created an account during the checkout process. Once we have begun to process your order, you will not be able to cancel it online and your order will have to be handled as a return. Our processing may require shipment from out of state to our warehouse before we ship to you and we incur costs before your order is shipped to you. If your order has not yet shipped, a customer service rep may be able to cancel the order but will assess the appropriate restocking fee. Cancellation requests may only be made by email. Please place your order accordingly. How Do I Return an Item if it is Not What I Want? We accept returns for most items provided they are in unused condition and returned in the original packaging with the tags attached. We cannot accept items that have been in contact with your pet so if you have purchased a pet carrier or pet clothing, you may want to just do a visual inspection. All returns require issuance of a Return Merchandise Authorization (RMA) number. Simply email your request within the return period. HandsNpaws provides store credit or exchanges for all prepaid returns subject to a restocking fee. How Do I Place a Phone Order or Speak to a Customer Service Representative? Since we are primarily internet based, most customer queries are handled by email only or through a login system that allows customers to monitor the status of their account or place reorders with ease. While a live operator is available at most times, customer service hours for phone orders are limited to the specific periods posted. We encourage customers to review the information provided in their email order confirmations if they have questions regarding their order. Email confirmations are provided to all customers. If you have an AOL account or do not receive one, you may want to email us directly to request that it be forwarded to another email address. Copyright 2005. Please read our Privacy and Returns Policies. Copyright 2003 Sophistication Alley Ltd. All Rights Reserved. Please read our Privacy and Returns Policies. No part of this website may be reproduced without expressed written consent. By accessing, browsing or using this site, you agree to the Terms of Use of this site. If you do not agree to the Terms of Use, you are not permitted to use this site.

Carolyn I am sorry you had a bad experience with this company. But I have to ask..What was the first snippy response that you got the make you call them smart a**. What could they had said that was so bad that you had to stoop to such a childish level. I have much experience in customer service with several different companies and I have been a waitress and many other jobs where I was in direct contact with coustomers. And judging by the responses you gave to the compnany I would not have done business with you either. If I had you on te phine with me and you were acting that way I would have refunded your money and probally have told you to take your money else. Just because you are the customer does not give you the right to treat people like crap. Any business has the right to refuse service. And if you don't like it take your business else where.

M, Everything they sell is not a specialty item. Apparently, I didn't make myself clear. My first email to them was simply requesting the status of my order. From that I got a rude response. So I wrote back a snippy response. Then I got the insulting email I posted here. The issue here is that when one is in business one has to CATER to customers. This means even if a customer is impatient/rude they have to suck it up. If they want to stay in business they must treat each customer as if they were the ONLY ONE or they will find themselves with no customers. I DIDN'T GET THE SWEATER because they cancelled the order. Didn't you get that? They gave me back my money for a luxury item I didn't really need. Now, that's NOT good business practice.

It is not odd to respond to accusations about a company that has treated me with nothing but the highest respect and quality customer care and service!! And for the LAST time I am no part of the accused company!!!! And as to your comment ""how would YOU know the dog sweater I ordered was a "specailty item"??" Well, sweetie, Everything they sell is a SPECAILTY ITEM!!! You didn't know you were ordering from a specailty shop??? As for their alledged "rude,insulting e-mail to me, nothing justifies it" comment" You still don't get it???? It was you who was rude and insulting, for the love of God go back and read what you wrote!!! NO ONE has to tolorate that behavior! NO ONE!!! Hey, I have a bad day here and there too!! lET'S MAKE UP!!! So Tell me sweetie, how cute does your doggie look in that sweater???

M, You're a very odd person to get this involved over my complaint against a company you claim you aren't a part of. And how would YOU know the dog sweater I ordered was a "specialty item"?? I didn't even know that. Nothing changes their rude, insulting e-mail to me, nothing justifies it. That I wrote them after 10 days to touch base about the status of my order doesn't make me rude or impatient. Enough already, M. Get a life!

1st I must say, I have NO RELATION to the Comp. Handsnpaw,(except a friendly buyer/seller one!!)
Now to address your question "what rude comment"
Answer... The one were you wrote to professional people that they were "smart***" Besides the point, I have a problem with everything you wrote and how you wrote it...

You place an order on Christmas eve (a specailty order at that) and expect it to be delivered fast, (sorry, but we all know how the mail works at that time of year) Then you expect at the snap of your fingers these (PEOPLE) respond to your email, like your their only customer, Then in your response to my rebuttle you put down ordering a doggy sweater... that you yourself ordered!! Ha..

(Is anyone else hearing this person?) And then you put yourself on such a high pedestal above the rest of the world including me by stating
"The customer can be demanding" Well I am a customer! And a customer of this wrongly accused
company!! I would expect exactly what you got if I demanded the way you did!

Sorry sweetie, but your ignorance and childlike behavior is shining through!!
Answer to your question..."What planet are you from"

I'm from the planet of REALITY and HUMANITY!!

Excuse me but where is my "rude impatient e-mail" to them? It's rude to touch bases with a company about an order?? What planet are you from?

But even if I had been rude, that's okay--I'M THE CUSTOMER!! Customers can be demanding because they are spending their money on products they don't really need, like dog sweaters.

Sorry, but there is no excuse for their insulting, nasty e-mail to me telling me to take a reading class. (And I also never received an apology.)

You overdid your response. It seems like it was written by someone who works/owns the company. Give me a break.

When I first ordered from the accused business, I had a similar delay,(it was during a holiday) However, I emailed the company and wrote RATIONALLY and CALMLY to them, with their quick response, I was lead to a great understanding of how the company works.Since this TWO SIDED RESPECT accurred,I have ordered more times than I can count!With GREAT results! There has been Lots of corraspondance between both of us!I have recommended many people to them,needless to say ALL SATISFIED!You must remember when your ordering specialty items you must take a moment to read, ALL their info is right there! I have had more than one occasion which I needed a question answered, I emailed, they responded immediately with graceful and informative responses!Let me just say,I read your accusation and quite frankly it was RUDE and BITTER!

I don't believe anyone should have to put up with that kind of behavior, not even a business! Certainly one I among many have had nothing but GREAT dealings with! OHHH! As for an apology,I have had many from this company for no reason to my understanding, i.e "sorry your order will be one day delayed" and with that apology and order came LOT'S of extra goodies, for what? one days delay,(by the way message emailed to me)I never asked about a delay.

I'm sorry but there's more going on in our lives to worry about one days delay! In closing HANDSNPAWS has the BEST products and customer service I have experienced in a long Long time!!! Because of your rude impatient email You lost out on a WONDERFUL company!!!