Complaint Review: Sophistication Alley . -Handsnpaws.com - Phoenix Arizona

Debi 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

Dear family and friends, this is NOT another joke. PLEASE DO NOT buy or order anything from company(s) below. This actually happened to me. You can got to www.ripoffreport.com and the BBB to see for yourself. Sunday Colors is another one of their names. They sell many things, pet supplies is just one of them. Here is my letter to PayPal and the BBB: I have not heard anything from this company since their e-mail on May 29,2007. I followed their instructions when paying using PayPal approximately 48 hours after ordering; I have contacted them no less than 7 times. I have filed a complaint with the BBB; complaint #5261906 where I discovered Sophistication Alley Ltd has had 5 complaints and Handsnpaws.com has had 24 complaints filed against them. I am also filing a complaint with the credit card I use with PayPal as it was billed and paid for in good faith on June 15, 2007. As I stated with the BBB I would either like the collar as ordered and paid for or I would like a full refund in the amount of $39.60. Below is a cut and pasted e-mail I received from them showing their instructions; please note the item in red. Sophistication Alley Ltd.- Handsnpaws.com Order 2007-05-21336 SKU Description Price Qty. Ext. FNHCOLLROLLEDC Rolled Leather Dog Collars & Lead Option Size: 20 Collar COL-00827 Color: Pink $29.00 1 $29.00 %SMALLFEE $5 Small Order Processing Fee (Orders Under $50) $5.00 1 $5.00 Subtotal: $34.00 S&H: $5.60 Grand Total: $39.60 Important Note Paypal Users Please note that we do not always receive notice from Paypal that you have paid if you select Paypal as your form of payment. If you have paid using Paypal and we have not processed your order, in all likelihood, we have not received notice of your payment and you will need to contact us with your Paypal Transaction ID. Upon verification, we would be happy to continue processing your order. Here is the wierd response: From Seller: Sophistication Alley Ltd. on 7/16/2007 11:27 PDT Sorry. We can't do any business with you if you can't follow simple email. And you include the instruction in the paypal inquiry? Duh! From Seller: Sophistication Alley Ltd. on 7/16/2007 11:25 PDT Actually we haven't heard from this customer. Their cut and paste is from the email we sent them..the one they claim not to have received. (See below our communication). They have also omitted the fact that the so called complaints have been RESOLVED and we're in good standing with the BBB. No business can prevent customers such as main not following instructions. We don't always get notice of a payment from paypal, as we indicate in the info this customer has cut and paste. THAT'S WHY WE ASK THAT THEY EMAIL US WHICH THIS CUSTOMER DID NOT. Also, this isn't a BILL! This customer can't get facts straight that are in front of him. Thank you for placing Order 2007-05-21336Date: Tue, 29 May 2007 22:16:39 -0700 (PDT)Hello Debbie,Thank you for placing order 2007-05-21336.We appreciate your business. Remember, if you paid by credit card, your statement will be in the name of Sophistication Alley Ltd. You may want to print out this confirmation for your records. It contains information you may need for returns, shipping or tracking your order.PLEASE READ Split Orders/Processing TimeIf you have ordered more than one item, we may ship items as available and separately, unless you have indicated that you want all items shipped in their entirety. Your account is credited for out of stock items (indicated by O/S on your packing slip/shipping notice). In most instances, we charge when the order ships. To provide you with the best selection possible, we cannot stock everything at our warehouse in every color/size combination. Our approximate processing time for orders is 1 to 4 weeks depending on the item ordered, quantity and your location. (Note: If you log in and see "pending" it means your order is being processed. See below). Toys, treats and spa items usually ship within a week. We ship using our preferred carriers, USPS or UPS when your order is completed for shipping. You can read more about our company by CLICKING HERE.

Here is my letter to PayPal and the BBB: I have not heard anything from this company. I followed their instructions when paying using PayPal approximately 48 hours after ordering; I have contacted them no less than 6 times. I have filed a complaint with the BBB; complaint #5261906 where I discovered Sophistication Alley Ltd has 5 complaints and Handsnpaws.com has 24 complaints filed against them. I am also filing a complaint with the credit card I use with PayPal as it was billed and paid for in good faith on June 15, 2007. As I stated with the BBB I would either like the collar as ordered and paid for or I would like a full refund in the amount of $39.60. Below is a cut and pasted e-mail I received form them showing their instructions. Sophistication Alley Ltd.- Handsnpaws.com Order 2007-05-21336 FNHCOLLROLLEDC Rolled Leather Dog Collars & Lead Option Size: 20 Collar COL-00827 Color: Pink $29.00 1 $29.00 %SMALLFEE $5 Small Order Processing Fee (Orders Under $50) $5.00 1 $5.00 Subtotal: $34.00 S&H: $5.60 Grand Total: $39.60 Important Note Paypal Users Please note that we do not always receive notice from Paypal that you have paid if you select Paypal as your form of payment. If you have paid using Paypal and we have not processed your order, in all likelihood, we have not received notice of your payment and you will need to contact us with your Paypal Transaction ID. Upon verification, we would be happy to continue processing your order. Here is the wierd response: From Seller: Sophistication Alley Ltd. on 7/16/2007 11:27 PDT Sorry. We can't do any business with you if you can't follow simple email. And you include the instruction in the paypal inquiry? Duh! From Seller: Sophistication Alley Ltd. on 7/16/2007 11:25 PDT Actually we haven't heard from this customer. Their cut and paste is from the email we sent them..the one they claim not to have received. (See below our communication). They have also omitted the fact that the so called complaints have been RESOLVED and we're in good standing with the BBB. No business can prevent customers such as main not following instructions. We don't always get notice of a payment from paypal, as we indicate in the info this customer has cut and paste. THAT'S WHY WE ASK THAT THEY EMAIL US WHICH THIS CUSTOMER DID NOT. Also, this isn't a BILL! This customer can't get facts straight that are in front of him. Thank you for placing Order 2007-05-21336Date: Tue, 29 May 2007 22:16:39 -0700 (PDT)Hello Debbie, Thank you for placing order 2007-05-21336.We appreciate your business. Remember, if you paid by credit card, your statement will be in the name of Sophistication Alley Ltd. You may want to print out this confirmation for your records. It contains information you may need for returns, shipping or tracking your order. PLEASE READ Split Orders/Processing TimeIf you have ordered more than one item, we may ship items as available and separately, unless you have indicated that you want all items shipped in their entirety. Your account is credited for out of stock items (indicated by O/S on your packing slip/shipping notice). In most instances, we charge when the order ships. To provide you with the best selection possible, we cannot stock everything at our warehouse in every color/size combination. Our approximate processing time for orders is 1 to 4 weeks depending on the item ordered, quantity and your location. (Note: If you log in and see "pending" it means your order is being processed. See below). Toys, treats and spa items usually ship within a week. We ship using our preferred carriers, USPS or UPS when your order is completed for shipping. You can read more about our company by CLICKING HERE.