ComplaintsforAnimals Matter, Inc.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Chemicals on product made my dog sick. ***** the head of legal told me she did not believe me when I expressed my well deserved concern. ***** then informed me that even if the product was the cause of my dogs illness she is not willing to return/refund the product because it is past 30 days. I received this product on March 26, 2022. ***** then hung up on me and told me to never call them back. This company only cares about making money and does not care if they are putting your animals health at risk. I am beyond horrified with my entire experience with this company.

  Business response

  05/26/2022

  Dear Ms. *******, 

  write to address the complaint concerning Animals Matter, Inc. by ****** ******, on May 5th, 2022 and the false and defamatory claims it contains. 
  Beyond her admission that she did not contact Animals Matter, Inc. until after the 30-day return period expired, there is no truth to Ms. ******'s claims. The reality is that Ms. ******'s claims are manifestly false and clearly meant to defame and harm our business and extort a refund to which Ms. ****** is not entitled. 

  First, as to the supposed illness caused by the product Ms. ****** purchased:

  Animals Matter, Inc. only uses the highest quality raw materials and safety standards available today to manufacture its luxury goods. Our quality assurance department only purchases raw materials that have been lab tested and come with written guarantees from our suppliers, both for quality and safety. Animals Matter, Inc. goes above and beyond any industry standards to insure the health and safety of the animals that use our products. For example:

  1) Our fabrics are lab tested to exceed the standards of California Proposition 65 (also known as the Safe Drinking Water and Toxic Enforcement Act of 1986) and must pass this test to qualify as an acceptable material to be used in our products. The product Ms. ****** bought, uses a "Hypo-Allergenic" Polyester Based Fabric and has been tested and guaranteed to exceed the California Proposition 65 standard and therefore does not need a warning label, as it is deemed safe.

  2) The foam used in our products is also lab tested and exceeds the standards of California Proposition 65. Animals Matter, Inc. custom foam and Companion-Pedic foam is made specifically for our products under this strict safety standard. Animals Matter, Inc. goes even further by obtaining a registered certification from the CertiPur-US program and a written guarantee from our foam supplier and fabricator, ensuring the safety exceeds the safety guidelines stated above.

  Like most companies, purchases made from Animals Matter, Inc, are subject to terms and conditions, which are presented and agreed upon at checkout, in our online store. We believe that terms and conditions should be fair and applied equally to all of our customers. Our standard return policy allows customers to return any product within 30 days of purchase, no questions asked. Therefore, any attempt to return a product that was purchased more than two months earlier as was the case here - will be denied. Animals Matter, Inc. will adhere to this policy even in the face of a concerted effort to defame us with false claims to the BBB and on social media sites like Facebook and Instagram.

  Animals Matter, Inc. remains committed to ensuring the safety of its products, and repeatedly asked Ms. ****** for any evidence she may have to back up her claims but to date has received no such evidence from Ms. ******. In fact, when our customer service team asked Ms. ****** for evidence- or even a diagnosis- Ms. ****** verbally abused our customer service team and hung up on us. However, before doing so, Ms. ****** admitted that the itchiness her dog was allegedly suffering from may actually be due to seasonal allergies or some other environmental factor. Given Ms. ******'s refusal to back up her claims despite multiple requests, we must agree with this explanation.

  In any event, while Ms. ****** will not be receiving a refund, we wish Ms. ******'s dog the best of health and want to assure all of our current and future customers that the safety of our products is our primary concern when manufacturing our luxury goods for the pet industry, that we will respect our terms and conditions as written, and that we take all legitimate complaints seriously.

  Best Regards,

   

  ***** *****

  
  

*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. ↩