- Report: #247943
Complaint Review: HandsnPaws - Scottsdale Arizona
-
Author Confirmed
Why?
HandsnPaws
6501 E. Greenway Pkwy Scottsdale, 85254 Arizona, U.S.A.
Phone:
602-522-8300
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Sophistication Ally Rude, Offensive, Insulting customer service Ripoff Scottsdale Arizona
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!!
_________________________________________
From: HandsNpaws [mailto:[email protected]]
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
____________________________________
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?
_______________________________________
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.
________________________________________________
Sandra wrote:
I know that sending this email made you feel really good, but it was a mistake.
___________________________________________
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.
_________________________________________
From: HandsNpaws [mailto:[email protected]]
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
____________________________________
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?
_______________________________________
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.
________________________________________________
Sandra wrote:
I know that sending this email made you feel really good, but it was a mistake.
___________________________________________
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.
1 Updates & Rebuttals
Handsnpaws
Phoenix,Arizona,
U.S.A.
HandsNpaws NEW OWNERSHIP
#2REBUTTAL Owner of company
Sat, December 13, 2008
Sandra, 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
