- Report: #544516
Complaint Review: ThePetStoreOnLine.com - Lithia Springs Georgia
Reported By:
D.L -
Lyndora, Pennsylvania, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
ThePetStoreOnLine.com
1781 Westfork Dr. Suite 106 Lithia Springs, 30122 Georgia, United States of America
Phone:
18773643362
Web:
www.thepetstoreonline.com
Categories:
Business Rating:
(0)
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ThePetStoreOnLine.com - Electronic Pet Products Have a return policy that makes it impossible to get a full refund for a returned product. Even if the product has never been used, is in the original package, and/or if it's a faulty product. Lithia Springs, Georgia
We purchased a remote training collar for our dog. I paid $89.95 for it. Once we recieved it we opened it to put the batteries in it and try it. From the start we could tell it was not a quality product. As we tried to adjust the levels of stimulation, (we were holding it against our arms) we noticed it didn't work each time the button was pushed. We tried new batteries, we tried it on different levels, we tried pushing it harder into our skin, and we also used the little volt light thing that came with it. It just wouldn't work consistently, or to any degree of satisfaction. It was never even put on our the dogs neck.
I then called the manufacturer of the collar, who sent me a brand new collar, exactly like the one I purchased to return unopened, and a postage paid return label to send them the defective collar.
I checked the return policy to send it back and the policy states the package cannot be opened. How can you tell something isn't going to work unless you open it. The packaging was also the plastic type that required cutting with scissors. (like batteries) I had opened just the top and was able to put it all back in exactly as it was, but the policy goes on to explain that batteries are not returnable, and you will be charged for them. I also had to e-mail the company to get an RMA number.
In the meantime, I called to explain my problem with the return policy. They were less than sympathetic to my problem about the opened package. Even though they agreed that I couldn't know the collar wasn't going to work without opening it, the policy is what it is.
I then called the manufacturer of the collar, who sent me a brand new collar, exactly like the one I purchased to return unopened, and a postage paid return label to send them the defective collar.
I thought this was great, and was very happy with the manufacturer. Two weeks later, checking to see if my account was credited with the $89.95 I see I was only credited $78.81. They deducted the shipping fee when giving my refund. So, I had to pay the shipping fee for the defective product, then had to pay again to send the thing back to them!
Absolutely unacceptable. When I called to dispute the $11.14 discrepancy, the customer service person was rude, (after a 10 minute wait in automated limbo) and suggested I e-mail them. So, e-mail them I did, and now I have decided to make sure nobody falls victim to this return policy like I did. I will never purchase from that site again, and hope others learn from my mistake. I hope the $11.14 was worth it to them.
