ComplaintsforPet Stop

• Initial Complaint

  02/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Purchased an e-collar from PetFence May4. Paid for expedited shipping, expecting arrival May10. Received a shipping notification May11. Delivery May15. ****** had a partial charge in box, but was defective, could not be charged. Contacted PetFence. No response. Over the next 2months we sent emails, messages through the website contact-us page, made phone calls, left voice mails. Received a phone call first week of July. Said my message was in junk mail, they had no record of any other messages. Said the issue I described was not something he had ever heard of happening before, and would look into it for me. Promised to call me back the next day. He did not. Received an email July10, asking if I had tried to charge the unit without the splitter cable. I replied. No response. Managed to make phone contact Aug29. Spoke to someone who was driving in his car, so couldnt look up records, but told me he thought the manufacturer was going to contact me directly. I hadnt heard from anyone since my email July10 had gone unanswered. Assured me he would call back, either later that day, or the next morning. He did not. Received an email Aug30 indicating they would get back to us about possibly providing a replacement unit. I responded, saying that due to the unreasonable timeframe, we did not want a replacement, but a refund. This message went ignored. I received a message saying they had approval to send us a new unit when the defective one was returned, and included a shipping label. I responded, we were not interested in a replacement unit, but a full refund. No response. Sept10, I sent it via *********** with the provided shipping label. Tracking indicated the package was delivered Sept13, and a signature was provided. Sept26, I had still not heard anything. I sent an email. The reply said the delay was because we were outside of the 30day return period. He issued a partial refund, keeping the shipping amount.

  Customer response

  02/10/2023

  I am seeking a refund of the outstanding balance. The company issued me a partial refund, but I am so fed up with their lack of communication. It has taken since May, and this is yet to be resolved. I need your assistance, but I also want this recorded as a formal complaint for your, and future customers information. 

  Customer response

  02/10/2023

  I am seeking a refund of the outstanding balance. The company issued me a partial refund, but I am so fed up with their lack of communication. It has taken since May, and this is yet to be resolved. I need your assistance, but I also want this recorded as a formal complaint for your, and future customers information. 

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