- Report: #867449
Complaint Review: Things 4 Your Dog - Internet Internet
Reported By:
Adriana -
beaufort, South Carolina, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Things 4 Your Dog
Internet, Internet, United States of America
Phone:
630-926-5990
Web:
things4yourdog.com
Categories:
Business Rating:
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Things 4 Your Dog Juggernaut Enterprises, LLC. Sent wrong color after confirmation email from company & demanded customer pay shipping both ways to return Internet
I had ordered a k9 service vest for my dog on March 26th, of this year, specifying the color, make and size. I recieved a confirmation email that same day, stating the color as both Royal Blue, Orange, instead of the 'orange' that I'd ordered. I emailed the owner, just confirming the make, size and color, and also asking about the tracking number, since the one she'd provided initially didn't work. I received a response only regarding the tracking number.
My husband's active duty, and we're traveling a bit before our across country move on the 20th of April, so instead of having to wait until we got back to our current home in SC, I had it sent to Nj, where we'd be visiting family. I got there a few days after it had arrived, and opened it to find the wrong color. Since I was a bit confused, and worried about timing, I emailed the owner quickly, just stating the situation and i was on a time crunch, and how did she want me to go about for a replacement of the proper color. She responded that it was my fault, and if i wanted to return it, it would take time, and i'd have to pay shipping both ways.
So I replied that was unacceptable. I confirmed the size, make, and color before it went out, according to the UPS tracking site, having sent an email before they mailed the vest out. I wasn't even sent a blue/orange vest, which would have been unwanted but acceptable. I'm stuck with a vest I can't use, unless I pay $20 for more shipping? I reported her to the BBB, and we'll see what comes of that. We're moving next week, and we're visiting family along the way, so we won't actually get to our final destination until mid may. In the meantime, her customer service skills need MUCH adjusting. She was rude, inappropriate, and unhelpful. It's one thing if you make a mistake, but as an adult, she should have taken responsibility for it. Not 'hidden the cookie in her pocket, and hoped no one would know.'
My husband's active duty, and we're traveling a bit before our across country move on the 20th of April, so instead of having to wait until we got back to our current home in SC, I had it sent to Nj, where we'd be visiting family. I got there a few days after it had arrived, and opened it to find the wrong color. Since I was a bit confused, and worried about timing, I emailed the owner quickly, just stating the situation and i was on a time crunch, and how did she want me to go about for a replacement of the proper color. She responded that it was my fault, and if i wanted to return it, it would take time, and i'd have to pay shipping both ways.
So I replied that was unacceptable. I confirmed the size, make, and color before it went out, according to the UPS tracking site, having sent an email before they mailed the vest out. I wasn't even sent a blue/orange vest, which would have been unwanted but acceptable. I'm stuck with a vest I can't use, unless I pay $20 for more shipping? I reported her to the BBB, and we'll see what comes of that. We're moving next week, and we're visiting family along the way, so we won't actually get to our final destination until mid may. In the meantime, her customer service skills need MUCH adjusting. She was rude, inappropriate, and unhelpful. It's one thing if you make a mistake, but as an adult, she should have taken responsibility for it. Not 'hidden the cookie in her pocket, and hoped no one would know.'
1 Updates & Rebuttals
Tanya
Fort Atkinson,Wisconsin,
Tanya
#2REBUTTAL Owner of company
Wed, May 01, 2013
Hello. I am the owner of the company and I saw this order. The customer made a mistake in the order and I sent her what she ordered. She made a mistake in the color of the order and instead of asking for the correct color she sent an email asking if the order was placed which I acknowledged that I had received an order and that it went through. At no time did she indicate that the color of the vest was a problem, (FYI I have the emails to prove she never mentioned anything about changing the color of the vest from the confimation she received. So I sent her the order she placed which indicated she wanted an orange vest. I sent out the vest in a very timely manner exactly what she asked for since she was on a time crunch. When she called to tell me she got the wrong color, I told her we would gladly exchange for the correct color, but since it was her error, she would have to pay for the return shipping. I don't feel I should pay for a customer making a mistake. I was happy to make exchange but I wasn't going to pay for her shipping. She got nasty and abusive on the phone. She wanted me to pay for her to express ship (second day air the vest back to me and then second day air to get it back to her) I explained that we would be happy to do the exchange but I would not pay shipping and certainly not pay for express shipping for an error that I didn't make. She was very nasty on the phone and very unpleasant to deal with.
I try to cater to our customers and help them out especially if they are disabled or part of the military. However I am not going to lose money paying for shipping for a customer that had the opportunity to check her order confirmation and make any changes before the item originally shipped.
