I have seen a few threads on here about shoes for dogs and in many of them, people have recommended Neopaws, among others. I just wanted to share a horrendous experience and warn away others who might get equally screwed.
I purchased 4 of their older summer shoes from their website, and they were on sale for $39, plus shipping. After placing the order, I emailed with a question confirming that the shoes were appropriate for what I needed (both waterproof for swimming and protective against hot Arizona pavement). The woman who responded told me they WOULD do what I needed but tried to convince me to buy the more expensive new summer shoes ($60) instead.
When I said I wanted to keep my original order, she told me the sale shoes were sized smaller than the new ones (although the sizing charts on the website were identical) and would not fit my dog. Apparently NONE of the sizes in the cheaper shoes would fit my dog. Against my better judgement, I went ahead and ordered the new shoes after reconfirming that the size chart was accurate (she promised it was) and received shoes that were so small, I couldn't even get Molly's toes into them.
I was told that in order to exchange them, I would be responsible for the cost of shipping them back as well as the shipping for the new size (an additional $30). We argued repeatedly over the fact that the sizing error was theirs and not mine and she eventually agreed to refund my original shipping charge and not charge me for the new shoes shipping, so all I was responsible for was the return. BTW, the shipping charge on the website is $14, but the actual cost of shipping is $10, so they make $4 on every chipping charge.
The original shipping charge has never been refunded and she now denies ever saying she would, although I have emails saying exactly that. I sent traced drawings of my dog's front and back paws so that the new shoes could be sized correctly and was rewarded with a series of emails saying that the original ones she sent were the right size (WHAT???), then that the problem was that my dog's front and back feet were two different sizes (they aren't) but that she was sending me 4 shoes that were all the same size.
I suggested that since she herself seemed baffled by her own screwed up sizing charts, she should send me 4 of the next size up and 2 of the size above that and that I'd pay to return whichever extra two I didn't need. She exploded at me that this would cost an extra $4-5 in shipping and she hadn't agreed to that. Also, the fact that there were a few hairs in the returned shoes (which had to be tried on the dog to determine they didn't fit) would cost me $1 per shoe to clean.
At that point, I demanded a refund. I will only be refunded the $60 cost of the shoes and will be out the $24 I have spent in shipping for shoes I will never see. It has now been 72 hours and when I emailed this morning to question where my refund is, she told me it would show up within a week or two. Seriously?
Every communication with this company has been unprofessional, written in all caps, grammatically incorrect and filled with multiple typos. She has repeatedly been rude and hostile, accused me of attacking their company and "trying to make them look bad" for suggesting their online size charts were incorrect, and has mocked me openly for my interpretation of what her incomplete sentences and confusing emails might have meant.
I have never had such a bad customer service experience in my life, nor have I ever seen such a blatant example of a company trying to gouge every penny out of a customer. If anyone is interested in seeing the emails, I'm happy to forward copies, but please, for your own sake, don't buy from this company. Warn your friends!
I purchased 4 of their older summer shoes from their website, and they were on sale for $39, plus shipping. After placing the order, I emailed with a question confirming that the shoes were appropriate for what I needed (both waterproof for swimming and protective against hot Arizona pavement). The woman who responded told me they WOULD do what I needed but tried to convince me to buy the more expensive new summer shoes ($60) instead.
When I said I wanted to keep my original order, she told me the sale shoes were sized smaller than the new ones (although the sizing charts on the website were identical) and would not fit my dog. Apparently NONE of the sizes in the cheaper shoes would fit my dog. Against my better judgement, I went ahead and ordered the new shoes after reconfirming that the size chart was accurate (she promised it was) and received shoes that were so small, I couldn't even get Molly's toes into them.
I was told that in order to exchange them, I would be responsible for the cost of shipping them back as well as the shipping for the new size (an additional $30). We argued repeatedly over the fact that the sizing error was theirs and not mine and she eventually agreed to refund my original shipping charge and not charge me for the new shoes shipping, so all I was responsible for was the return. BTW, the shipping charge on the website is $14, but the actual cost of shipping is $10, so they make $4 on every chipping charge.
The original shipping charge has never been refunded and she now denies ever saying she would, although I have emails saying exactly that. I sent traced drawings of my dog's front and back paws so that the new shoes could be sized correctly and was rewarded with a series of emails saying that the original ones she sent were the right size (WHAT???), then that the problem was that my dog's front and back feet were two different sizes (they aren't) but that she was sending me 4 shoes that were all the same size.
I suggested that since she herself seemed baffled by her own screwed up sizing charts, she should send me 4 of the next size up and 2 of the size above that and that I'd pay to return whichever extra two I didn't need. She exploded at me that this would cost an extra $4-5 in shipping and she hadn't agreed to that. Also, the fact that there were a few hairs in the returned shoes (which had to be tried on the dog to determine they didn't fit) would cost me $1 per shoe to clean.
At that point, I demanded a refund. I will only be refunded the $60 cost of the shoes and will be out the $24 I have spent in shipping for shoes I will never see. It has now been 72 hours and when I emailed this morning to question where my refund is, she told me it would show up within a week or two. Seriously?
Every communication with this company has been unprofessional, written in all caps, grammatically incorrect and filled with multiple typos. She has repeatedly been rude and hostile, accused me of attacking their company and "trying to make them look bad" for suggesting their online size charts were incorrect, and has mocked me openly for my interpretation of what her incomplete sentences and confusing emails might have meant.
I have never had such a bad customer service experience in my life, nor have I ever seen such a blatant example of a company trying to gouge every penny out of a customer. If anyone is interested in seeing the emails, I'm happy to forward copies, but please, for your own sake, don't buy from this company. Warn your friends!
RIP Jack Diesel Caliber and Bubbles. Mommy misses you guys every day!
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