- Report: #295040
Complaint Review: HandsNPaws - Nationwide
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Author Confirmed
Why?
HandsNPaws
3219 E. Camelback Rd #824 Phoenix, Arizona Nationwide, U.S.A.
Phone:
602-5228300
Web:
N/A
Categories:
Business Rating:
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Tell us has your experience with this business or person been good?
HandsNPaws extremely rude customer service not sure if I will receive item ordered Phoenix Arizona
I ordered some dog boots but when they arrived, after carefully opening the package and not allowing the item to touch my dog, it was obvious they were not going to fit my dog.
An e-mail from the company after returning the items, said I did not send an invoice (I did) and that since the packaging was damaged, they would have to donate the items. When I explained that the items did not touch my dog, they told me. Why am I arguing (I wasn't, I was just trying to explain), they said they would give me a refund.
After receiving only a $25 credit for $40 of items, this is the e-mail I received after I truly did complain.
"If you feel that way about it, you can take the raggedy packaging you send us and pay us for that. What you expect us to do with that we do not now. Also, instead of being low class, just read the returns that everyone else follows. No special treatment for people who act without class. And yes, there's restocking fee. If you can't calculate that, get yourself a calculator or take a remedial math class. The new items you're exchanging are NOT returnable. So hopefully, this will be the last we see of you."
Customer Support
[email protected] (Queries)
[email protected] (Returns)
602-522-8300 (New Phone Orders Only)
Http://www.HandsNpaws.com
I sent an e-mail asking for the person's name and his/her position in the company but did not receive a reply.
Iowaped
Davenport, Iowa
U.S.A.
An e-mail from the company after returning the items, said I did not send an invoice (I did) and that since the packaging was damaged, they would have to donate the items. When I explained that the items did not touch my dog, they told me. Why am I arguing (I wasn't, I was just trying to explain), they said they would give me a refund.
After receiving only a $25 credit for $40 of items, this is the e-mail I received after I truly did complain.
"If you feel that way about it, you can take the raggedy packaging you send us and pay us for that. What you expect us to do with that we do not now. Also, instead of being low class, just read the returns that everyone else follows. No special treatment for people who act without class. And yes, there's restocking fee. If you can't calculate that, get yourself a calculator or take a remedial math class. The new items you're exchanging are NOT returnable. So hopefully, this will be the last we see of you."
Customer Support
[email protected] (Queries)
[email protected] (Returns)
602-522-8300 (New Phone Orders Only)
Http://www.HandsNpaws.com
I sent an e-mail asking for the person's name and his/her position in the company but did not receive a reply.
Iowaped
Davenport, Iowa
U.S.A.
1 Updates & Rebuttals
Handsnpaws
Phoenix,Arizona,
U.S.A.
NEW OWNERSHIP - Hndsnpaws
#2REBUTTAL Owner of company
Sat, December 13, 2008
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. Regards, Alex Morris Owner [email protected] www.handsnpaws.com
