ComplaintsforThe Posh Puppy Boutique

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The return policy is extremely long and complex...bottom line, NO RETURNS, NO MONEY BACK. The Return Policy is unfriendly and unreasonable including: "Time Allowance" if an item is damaged, defective or incorrect, you only have 48 hours to notify or otherwise you are stuck. NO EXCHANGES. There is an approval process for returns which does not outline the rules for approval. And "sometimes' there is a restocking fee of 20% which is not clear when, why or how there is a restocking fee. The last line of the very long return policy is " ALL RETURNS ARE FOR STORE CREDIT ONLY". I wanted to support a local business instead of Amazon and it came back to cost me $30.95. I ordered dog booties that don't fit and now I'm stuck with a product I can't use and am out the money. Feels deceptive and the return policy unfair. **************** showed no empathy or care for me as the customer. I want to return the item for a refund. I never would have purchased any items had I known this business is so unfriendly to its customers.

  Business response

  04/15/2024

  We sincerely apologize for any inconvenience or disappointment caused by our store's return policy. We understand that receiving store credit instead of a full refund may not align with your expectations, and for that, we are truly sorry. Our store policy is listed on our website, with all other information needed. We are always also happy to answer any questions or concerns prior to an order being placed!

  
  Our return policy is designed with the intention of ensuring fairness and sustainability for our business while still providing flexibility for our valued customers. However, we acknowledge that it may not always meet everyone's needs or preferences.
  Please know that your feedback is incredibly valuable to us, and we will certainly take it into consideration as we continue to evaluate and improve our policies to better serve you in the future. However, we are not able to process a refund. Returns will be for store credit only, as listed in our policy that is on our website for all customers to view. 

  In the meantime, if there is anything else we can do to assist you or if you have any further concerns, please don't hesitate to reach out to us. Your satisfaction is our utmost priority, and we are committed to finding a resolution that works for you.
  Thank you for your understanding and continued support.

   

  Link to our return policy listed on our site. 

  **********************************************************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a tarantula costume for my dog. I measured my dog and ordered a size small.The boutique sent a size XS instead of a S. Unfortunately the return process is complicated and I missed an email response (because the company immediately replied in the same email thread asking me to rate their service, which minimized the email they had just sent 1 minute before, and pinned that previous email to the top of the thread) so i didnt notice it that included a link to an online return form that I was apparently supposed to fill out and submit in order to get the correct size sent.Following through later on, the seller said that I cannot return the item anymore due to the return window lapse, even though the costume is still available online in both sizes... and even though this whole issue was their fault to begin with.I am including photos where you can clearly see I ordered a small and received an XS a full 4 weeks later. Despite it being their fault and the fact that i sent multiple emails the owner refuses to accept responsibility for her mistake and instead wants to blame her original mistake of sending the wrong item on me for not jumping through the correct return process hoops in time (which she somehow believes to start on December when I received the item in January).. any decent company would have sent the correct size immediately without all of the *** The company also clearly has a ton of fake 5-star reviews on their ****** reviews. I bought this "handmade" costume from this "boutique" for $45 and found it on Amazon today from the original seller for $10. The tag on her product even says "made in *****".

  Business response

  04/03/2024

  Hello,

  This customer reached out to us regarding her order on on January 19th, saying the wrong item was received. We attached a screenshot of our response on January 21st, on how to submit a request to return the item with the correct department. 

  Customer did not respond, or submit a return request, or email any other department . 

  Customer then reached out again on April 1st. We need to hear back about incorrect or damaged items within 48 hours. This is will past our return date, and timeframe allowance. The link below directly goes to our return policy regarding this. 

  We are always happy to assist with any issues, but as a small business we cannot accept a return from well past 3 months of her order receiving date. 

   

  **********************************************************

• Initial Complaint

  12/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The business owner claims that all items I ordered are handmade in *******. This is absolutely misleading. She refused to cancel any part of the order even though nothing was shipped yet. She proceeded to send me the shipment. Once received, I could see that the quality of the items was extremely poor and not even useable. The harnesses were misaligned and very heavy. It states on the tag made in *****. The apparel I received was also very poorly made and the quality was terrible. Again, the tags clearly stated made in *****. They say they only allow returns for store credit and do not pay for return shipping. They also have now rejected my attempt to make a return. I would like a refund of all charges because this business is not honest. They pay pennies on the dollar for this cheap c*** and charge a premium to their customers under the guise of saying their items are all quality luxury handmade in ***.

  Business response

  12/21/2022

  Let me start off by saying this is literally THE WORST customer we've had in 15 years in business.  ***** aka ******** has apparently nothing to do in her life but to harass a small business.  She claims her items were not custom...really, see the attached order that literally is a DOG TAG ID and a CUSTOM BED with her dogs name on it.

  Customer ordered a custom dog bed with her dogs name on it from our *** designer ********************* (go ahead and ****** that designer in *******)  Customer wants to show other items that she received but was not custom, we only commented we could not cancel custom items THEY ARE HANDMADE TO ORDER!
  

  Yes, Let this comment be made public so anyone that ever has this person as a customer avoids them at all costs!

  Customer needs to leave us alone calling 50x a day and we had to block her. 
  

   

   

  Customer response

  12/21/2022

  I am rejecting this response because: I did not call 50x a day. I tried once and there was only a recorded message so I had to resort to email. Only the dog tag and the bed were custom order. There was a total of 10 items between 2 orders. So 8 other items were in fact not custom. And I doubt that the bed was handmade in ******* as well. It was most likely also made in ***** and my dogs name was sown onto it. This merchant is dishonest and her emails prove it where she states that all the items were handmade in *******. Im not a *****. Just not a sucker like they were hoping.
  

  Business response

  12/23/2022

  We are rejecting this response due to the amount of information the customer is misleading on.

  Based within our email records, customer was trying to cancel a hand made bed with a custom name inputted on the bed. Please look up the designer, ********************* Designs located in **********. After requesting to cancel this item from her order, our representative politely indicated to customer that our Shipping and Return policies states that we are unable to cancel orders once they have been placed. We work with many designers and did not indicate that all items were hand made, as customer initially was referencing only wanting the bed cancelled.

  After receiving items/order and berating our Customer Support team for a refund, customer submitted Return Request for all items, including a custom engraved tag. All items besides the tag and bed were eligible for returns, stated within Product descriptions and policies.

  Our ****************** contacted via email accordingly that the only the tag and bed were rejected from the request, but if customer wished to proceed with the return for the remaining items, necessary information would be sent. The department did not receive a response to emails and several reviews/complaints were published instead.

  Within our company, we consider this matter closed.

  Customer response

  12/28/2022

  I am rejecting this response because: only 2 out of 10 total items ordered were custom with my dogs name on it. Her email stated that she would cancel none of the order. When I said I would dispute charges with my credit card. She proceeded to ship ALL items to me. In her email she also claims that she cant cancel any of the order because all items are handmade in ***, which is in fact a lie. I posted pics of the items made in *****. Super cheap quality and not useable.
  

  Business response

  12/29/2022

  The resolution has been rejected due to our Return Policy that we have linked below states that eligible returns are for store credit only. This information is provided from our Home Page and customer has already filed a dispute for items she still has in her possession.

  We are unable to cancel orders once they are placed, this is stated within our Shipping policy as well. It is unfortunate that you no longer wish to have the items that do qualify for return, however we cannot process any type of return without the items. In future, we recommend when shopping online with other businesses, to read all policies before placing orders.

  We consider  this matter resolved and will not continue as it seems the customer refuses to read our responses or policies that our Team has offered continuously. If customer wishes to return these items, minus the custom ID Tag and Custom made bed, you may do so, for Store Credit Only. We have linked below necessary information and convenience for the customer to read over the policies they agreed to prior to placing their order.

   

  Return Policy which states returns are for store credit only

  **********************************************************

  Shipping Policy which states that orders are not eligible for cancellation once they are placed.

  ************************************************************

  Customer response

  12/29/2022

  I am rejecting this response because: my mistake was not doing my research on your company and seeing all the negative reviews that state just how shady you are.
  

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a sling type bag to carry my small breed dog. The description says it is suitable for a dog up to 4KG, my dog is just about 2KG and still cannot properly fit into it. The size is off and measures smaller than described, In addition the sling strap is short, eve when fully extended, and when wearing it, the pouch end up at the bust. That doesnt make any sense and is certainly not a comfortable way to carry a dog! I contacted this business and they said that they would not refund the product. In addition, the refunds department said that even if they agree to accept the item back, it would yield only a store credit, which is unacceptable. I have sent the item back, with a tracking number.The company needs to fully refund me, including shipping, for an item that is NOT accurately described on the website. ORDER ******

  Business response

  12/16/2021

  HI Natasha,

  Per our terms and conditions you agreed to when you purchased from us we only offer store credit, this is listed at check out when you click the agree button before you proceed with your order. You actually said to us "its not my fault I didn't read your return policy" As a small business we only offer store credits and we post our return policy on the website and you have the option to review it prior to agreeing to the terms when you check out.  I am not sure what more we can do for you specifically if yo are telling us it is not our fault you did not read the terms.  As a consumer I always ensure I know the terms and if I don't then that is my error not the company I am buying from.

  Then you threatened us by contacting your card company still mad you did not read the policy and its our fault.
  

  I do apologize this is not what you want and upset you didn't like the item.  There is not an inaccurate description on our website, we have sold over 100 of these and never had a complaint.  You mentioned it was the wrong size to merely complain about not getting a refund on this BBB complaint only to make us look bad, when it actually was the exact size and description that was described on our site and you purchased.

  Again, I'm sorry this is not what you want to hear and you are going thru all these hoops and making false accusations merely to get a refund instead of taking accountability for not understanding or reading our policy.  You are welcome to exchange your item for a different item that fits your pet needs.
  

  Customer response

  12/21/2021

  I am rejecting this response because:

  the description of the product is not the same as what I was sent.  the weight limit is 4KG, my pet is 2.7 KG.  Happy to send a vet report.  

   

  Your return policy has NO weight if you are not sending the exact product that is described on the site.  When I press the 'order' buttong and agree to your policy, arent you in return agreeing to send me exactly what I ordered and would expect to receive?  You dont even carry this product, you told me that you get it from some other company, hence shipping take so long, why can't you hold that company accountable?  They sent something SMALLLER than described.  How else can I explain this? 

  You cant send me a tee shirt if I ordered a dress and FORCE me into a store credit.  You lost my trust.  You are not a small business, you are a small time thief and your local chamber of commerce has already gotten my letters explaining your fraud.  I work hard for my money, at $7.15 an hour, it takes me several weeks to put money away to splurge on something like this, and now you have not only broken my trust in "small" business, you have taken the merchandise, refused me my money back and are trying to force me to be happy with something I simply cannot use.  

  You have the carrier, as it was sent back to you, yet you are refusing credit for the item and refusing to acknowledge this.  I WANT my $141 back.  And yes, I will keep disputing it, through every means possible, even the CA AG office, but I will get my money back because I am just a regular person, watching my budget and working hard to sometimes splurge, you can't steel from me.  

  
  

*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. ↩