As a small Canadian business that manufactures in Canada, its extremely challenging for a small team to grow so quickly and try to meet our usual expectation of high quality and excellent customer support. As you can imagine we are working day and night to get all the orders out, expand the team, train new team members and improve our production abilities. Hi Cat, Thank you for bringing this to our attention and I am so sorry! Our team is completely overwhelmed with 10x more orders than we have ever received. So thank you again for your review and our team hopes to hear from you soon so we can take care of your order! I promise you that we will respond to you immediately and make sure to expedite your order to you! Although your 1 star review will ultimately hurt our business, the amazing people we employ, and our mission to help animals, we none theless appreciate the feedback and our team is working so hard, day and night to get everything sent out. So I am really sorry about that! Our small business is going through a bumpy growth spurt and we are working really hard to get our service level back to what it used to be! In regards to your order, if you could please email our customer support team again, mention that you left a Trustpilot review. Our customer support team are also working really hard to catch up on all the tickets we received. We have been hard at work on that the past 2 weeks and I am happy to say that orders are now moving really fast. Thankfully we are not out of business! The truth is that we had such a successful launch and our products are in such high demand right now that we had to quickly hire new staff, train them and improve our production line so we can get more orders done. In the future I hope this company's reps are trained in a way that makes the customer feel like the company cares about their issues.Hi Drew, Thank you for your message. Things were not explained clearly, something that is crucial to have when communicating with customers over text. I am happy to pay the $10 IF TagsForHope had offered to adjust the price difference when I went down in sizing. It is rare that a customer needs to pay shipping for an exchange. It's a shame that my error has caused me to experience a negative view of the company. This has certainly been a negative experience overall, and would not have happened had I chosen the correct product size to begin with, which I own as my error. That made no sense to me, until several days later when the customer service rep added that returning my items costs upwards of $15 shipping for a return. The customer service rep offered me to submit a warranty claim for $10, and they will send me the 5/8" sizing instead, which is cheaper from the 1" products by $15. I take full ownership that I messed up, I should have measured more carefully. Context: I purchased an easy harness and 8ft leash set in 1" width, which was the wrong size for my dog. In this case, the cost of returning the products was omitted until I pressed further into why paying $10 for a warranty for a product that is not equal value made sense. Everything should be presented upfront for the customer to process what they would like to do. I am not happy with the explanations that were given in to me in pieces from this company. You can call your bank and sort this out, but in the meantime, I went ahead and issued you an additional refund in the amount of $1 to make up for the fee! I hope this helps, Anna! But in the meantime, if you have any other questions or concerns, please don't hesitate to reach out to us by email! We are always here to help! Sophie TagsforHope "Woof" Team Įdit: A different customer care manager was able to assist me exchange my items. Unfortunately it sometimes happens, as we are located in Canada and some US banks see us an "international" and charge this fee to their customers. Please know that this is not our charge, but an "international fee" imposed by your bank. As for the 99 cent charge, I am sorry that happened. So please allow a few more days for the funds to go back to your account. Credit card companies typically need 3-5 business days to process a refund - it doesn't happen instantly. I am sorry it affected the production of your order, but I see that it is shipped and on it's way to you! According to tracking, it should arrive on April 29 so please be on the lookout for it! I also see that the 15% refund was only issued to you about 3 days ago. We are unfortunately delayed in manufacturing due to a large volume of orders following our harnesses launch. Hi Anna, Thank you so much for your feedback and I am truly sorry for any trouble! Firstly, I apologize that your order took slightly longer to manufacture than it normally would.
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