Customer ReviewsforRedbarn Pet Products Inc

******* emailed us on 10/12 about our food not working well for her dog so we offered an apology and asked her if she wanted another item as replacement. She responded that she did not want a replacement and preferred a replacement. ******* already has requested returns from us in the past that we did not require to be returned and we just let her dispose or donate of the product. With repeat cases where customers complain about products and request refunds we refer to our actual return policy where they must return the product to receive a refund.

Now ******* also wanted to return items that was explicitly used for a promotion where she would get a $20 gift card if she purchased the food. She purchased not only one but two different orders and received $40 in gift cards. We went to void out the gift cards so that we could just refund her the full amount but she had already redeemed BOTH gift cards. We let her know that since she used the gift cards the amount to be refunded would only be $1.86 in total for both orders.

This was ********* verbatim reply "At my own expense? That doesnt seem worth the hassle to be honest. Last time I had this issue I was promptly refunded without issue. It seems your customer service standards have changed. In this case Ill take a replacement and would like 2 bags of regular air dried beef to replace these 2." 

Since ******* was upset that we did not refund her and complained about our **************** standards and not letting her just dispose of the food and refunding her, ***** reached out to me to get special approval to just refund ******* instead, like she stated she wanted.

***** replied:

"Hi *******,
I am so sorry for the experience and I would be glad to make this right. Since you preferred the refund but did not want to return you can go ahead and donate/dispose of the Air Dried Gut Health. I have refunded you the amount of $1.86 that you should see credited back into your account within 3-5 business days."

Now this is where things started to escalate, and ******* started bombarding us with emails and calls saying that she did not want a refund and just wanted replacements. We explained to her numerous times that we made the exception to give her what she had requested and when she learned that she would only be receiving $1.86 in refund she demanded to get $77.98 in free product instead. We politely let her know that since we had already refunded her that we would be unable to also send replacements. 

******* demanded to speak with a manager in which I obliged her request and explained to her that because she noted discontent for us not just refunding her and only offering a replacement that ***** asked for a special accommodation in which she had requested. She started screaming that she did not want a refund and she just wanted us to send replacements. She threatened that she would contact her credit card company and claim fraud on every single order that was placed and write reviews on all of our sites. She started using curse words at me in which I firmly told her that we do not tolerate and I would disconnect the call if she continued. At this point she started mocking what I was saying and saying that then go ahead and hang up. I let her know that I would gladly continue this conversation but that she would need to stop disrespecting me. She then hung up on me and started emailing us over and over and over.

One of her messages was "No actually this conversation has not ended as much as you want it to".

Now because of the amount of anxiety and constant badgering that was causing our staff and myself I made the decision to just refund her the full amount of the items not considering the deducted amount for the gift cards. This was done as goodwill and a hope that she would finally stop harassing our **************** team but it does not look like that happened. 

I have documentation of emails along with call recordings that can substantiate my account of events.