Business ProfileforDog Quality

When I initially purchased my "Dogger" stroller (order *****) on 5/1/22 for $350 from Dog Quality Enterprises, I was able to speak by phone with a very helpful customer service representative to get my questions answered and order placed. The stroller was a Godsend for ferrying my 13 lb. Pomeranian around the neighborhood while he recuperated from back-to-back patellar luxation surgeries.On 2/5/24, the aluminum crossbar under the passenger seat came loose from its weld to the frame on both sides. As the stroller is only used on paved sidewalks to ferry a lightweight dog and is stored indoors, the structural defect should be covered under the company's "2 year warranty on all frame related parts." On 2/5/24, I tried calling Dog Quality customer service and got a voicemail recording stating that due to a staffing shortage, the customer phone line was no longer manned. As instructed by the recording, I e-mailed Dog Quality about the breakage and included pictures. From 2/6/24 to 3/10/24, Dog Quality customer service has twice asked for my shipping address confirmation to mail a replacement jogger, then switched to confirming my e-mail address to send me a postage paid label to return the stroller for repairs, then switched to to saying I would need to pay shipping for repairs and they would cover return shipping, then on 3/10 I received an e-mail stating they were contacting the company owner to get resolution. As of 3/16, I have received no updates in that regard.Im saddened to have lost all confidence in Dog Qualitys current level of customer service due to the inconsistencies in their customer service responses and would appreciate the BBB's assistance in getting resolution - ideally a replacement dog stroller. I have uploaded the entire e-mail chain of communications for your review. Thank you!