ComplaintsforWags to Wiskers Inc.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased an item, "***** ***** **** ****," for my pet who has severe allergies with the exception of lamb from Wags to Whiskers located in ********************* mall. Unfortunately, this treat did not suit my pet as he vomited bile for 2 days. I went to refund the item but was told by the cashier that I could not get a refund with no explanantion. I explained that this treat did not sit well with my pet and I will not be giving it to him but the worker refused to refund the item which prompted me to ask for an exchange to try a different item and was refused that as well. Lastly, I simply asked for store credit and was denied that as well with little explanation of a unwritten store policy. However, when making this purchase, I was not made aware of any return/exchange policy and there is no return policy written on the receipt of purchase. This is an extremely frustrating matter as I now have an item that is of no use to me and was unable to either return, exchange or receive store credit. I am not too sure why this return policy was not made aware to me during my purchase as I would have prohibited myself from purchasing from this store. I would like to resolve this matter as soon as possible as it is completely absurd that I was not offered any resolution by the workers at this store.

  Business response

  11/01/2022

  This was brought to my attention andI had replied to Miss ****** on this matter today (January 11, 2021). I have ******** a copy of the response that I sent to Miss ******.  As mentioned I thanked her for bring to my attention about our 14 day refund policy not printing on the customers receipt and I have contacted my tech support on this matter to have it rectified as when I log in on my end (back office our return policy displays). I have offered Miss ****** an in store credit however I see that she would like to have a refund which I am willing to honour and provide. She will need to bring in the product in original packaging along with the original receipt. I am on location Monday through Friday 11:00am to 4:00pm if she would like to come in during these times I would be more then happy to assist Miss ******.

  THank you 
  *********************
  Owner
  Wag to Whiskers *******
  
  Good Day ******. 
  I would like to introduce myself, I am ****** the owner of Wags to Whiskers. I would like to thank you for contacting me about your experience with us and apologize for the trouble you have had with the ***** ***** Product. I understand that this product did not sit well with your pet and we are sorry for the inconvenience. We do guarantee the ***** ***** Product for the returns within the 14 day period so we will be giving you a gift card to cover the cost of the product. Please bring this back to the store with your proof of purchase and we will issue this right away.
  I have reviewed your complaint and would like to thank you for bringing to my attention the return policy not printing on our customer receipt. We do have a ****** refund policy and I will be updating our customer receipt copy to make sure that this is stated for your reference. 
  If you have any questions or concerns feel free to contact me directly on my cell phone.
  
  
  Truly yours
  *********************
  ************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩