ComplaintsforFurMe

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased:05/01/2024 Received: 05/07/2034*********** recommends to acclimate your dog slowly, once we were to the point (acclimated) to turn the unit on, it was So loud and did not **** in the hair. You can barely feel anything. All 3 of my dogs are scared of it, its so loud Paid: $143.99 The business has a Love it guaranteeThe expectation is that the product actually works as advertised The business committed to providing a working item that includes a happy pet guarantee.if the consumer or pet is not satisfied, return it for a Full Refund (per their advertising) I advised the business that the item is not working properly. They approved the return/refund but stated I would have to pay the return shipping. I have never been required to pay to ship back an item that is defective.The business has No intention of trying to resolve this problem. They expect me to pay to return the defective item.Order# FM67369 Tracking#1Z858V860399432496 *** Advertising on all social media platforms. I bought this off the ******** advertising My request is for a Full refund and for *********** to prove the return shipping label so I dont have to pay to return a product that does not work as promised.

  Business response

  05/30/2024

  Dear *****************************, 

  We apologize for the inconvenience and frustration you've experienced when using your furMe with your pets. All units are tested and rated for a specific dB rating range to provide a gentle or increasingly stronger suction in 3 adjustable speeds to provide varying levels of suction power for a comfortable grooming experience. We understand a pre-paid return label was provided to you free of charge to address your concerns with the noise level of your furMe being outside the acceptable range, so we will inspect your device thoroughly upon arrival back to our facility. You also expressed concern with the suction power coming from the brushes, and we'd like to take the opportunity to explain, by specific engineering design, the full suction power is transferred to the opening in the front of the brushes when the "CLEAN" levers are depressed on the back of the brushes to provide the strongest suction when releasing the captured hair into the furMe.

  We know that not all pets acclimate to new brushes, touches, or noises the same, so we provide all customers a guide of helpful steps to acclimate pets to the furMe for a comfortable groom at home. We also understand that sometimes it's just not the right fit, which is why we offer a 40-day return window on all furMe sets that provides the opportunity to return your order for a full refund. We do not take any restocking fees for returning a used product, but we do kindly ask our customers to cover the return shipping back to our facility. In the event of any damage, defects, or other shipping/fulfillment issues, we take care to address the situation and provide a resolution. In your case, we have provided a pre-paid return label to facilitate the return process at no additional cost to you.
  
  We hope this provides context and understanding into our return policy, but our intention is to rectify the situation and assist you in any way possible. Once we receive the returned unit, we will thoroughly inspect it to ensure it meets our quality standards. We are committed to resolving this matter to your satisfaction and appreciate your patience and understanding. If you have any further questions or if there's anything else we can do to assist you, please don't hesitate to contact us directly. We value your business and the opportunity to address your concerns.

  Customer response

  06/09/2024

  I am so sorry.  I did not respond because I have not yet received My full refund.  I did receive the label and I returned the package. I did receive confirmation that they received it.  I am just waiting to confirm my refund as being received. I was going to advise you.
  

  Thank you so much for your help in this matter

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

• Initial Complaint

  03/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a furme dog grooming product for $220.00 on 3/10/24. i received a email stating it would be shipped in a day or two. i continued to monitor email got nothing further. i called 2 times, once on 3/15/24 and again on 3/21/24 asking for a update and/or shipping info and the current status. Same thing each time-'we've had slight delay on production etc it will ship in a day or so." we still have received nothing on this. I need this product to ship, or the order canceled and a prompt refund.at this point i am concerned i have been ripped off and will not receive either the product or the refund.

  Business response

  03/22/2024

  Dear Ms *********************,

  We've cancelled and refunded your order in full that was still pending fulfillment. Our warehouse team is working extremely hard to process a large influx in orders recently that they are working overtime to catch up on, so some orders have been delayed beyond our usual processing time standards. If you need anything in the future, please reach out to us directly at ************************************ or by calling us at ************. 

• Initial Complaint

  01/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/29/23 the company withdrew my purchase from my bank account. As of today the only message I receive is they are processing a label and when thats finished they will start processing the delivery. Either send me the product I paid for or refund my money and I can order from another company. Terrible customer service.

  Business response

  01/13/2024

  Dear **********************************,

  We sincerely apologize for any inconvenience and frustration you've experienced with receiving your recent order. Your business is important to us, and we are committed to addressing your concerns promptly.
  
  We also want to clarify that, as per our store policies, it is customary to complete the payment at the time of the transaction. We'd like to provide clarification on the status of the remaining items in your order. In an attempt to get our customers their items as quick as possible, we may ship your items in multiple shipments. With your order, we indeed did this and your order will be received in a total of three separate shipments. Upon review, we understand that you've received the Grooming Vacuum Filters & Blade Replacement Pack on 1/11/23. Your furMe set started getting packed by our shipping team this week and is scheduled to deliver next week, according to the latest updates with **** Lastly, the complimentary Travel Case will be processed and shipped next week. We understand your disappointment with the delay and would like to express our sincerest apologies. As a gesture of goodwill, we would like to offer you a gift card as an expression of our appreciation for your patience and support. We'll be in touch with your email for instructions on how to redeem this. 

  If you need any assistance with tracking your order in transit, or any other concerns, you may reach out to us directly at ************************************. We are committed to improving your experience and appreciate your feedback. Thank you for your understanding, and we hope to continue serving you in the future. 

  Customer response

  01/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.] Two additional weeks is not acceptable to me.  I agree they did ship the additional blades I ordered were received however worthless without the device itself.  In advertising the product be honest with your customers and inform us the number of months it will take you to fulfill your order.  I do not want your gift card because I will never order from your company again.  Simply ship the product or refund my money within 5 working days from today. 
  Regarding the withdrawal of the monies for the *********************** the extra blades you should have only withdrawn the amount for the item you shipped.  Not the entire purchase. 
  Stop deleting negative reviews on Facebook.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has been absolutely TERRIBLE. I ordered as a Christmas gift and it never got to me. They REFUSED to help or even reply after DAYS. They have denied any issues on themselves, despite the fact it was sent to the wrong door. They do not care about their customers at all, and I have cried over this because the entire thing has been stressful. They do not care and I am livid about it. DO NOT SHOP HERE.

  Business response

  01/08/2024

  Dear ************************, 
  
  We genuinely apologize for the inconvenience and frustration you've experienced with receiving your recent order, especially considering it was intended as a Christmas gift. We understand the significance of such purchases and deeply regret any stress this situation may have caused. Effective and efficient communication is paramount to us, and we regret any delay in responding to your concerns during the holiday period. However, we must emphasize the importance of maintaining respectful communication, as this was not demonstrated in the attached conversation with our Support Team.
  
  Upon a thorough investigation, we verified that your package was delivered to the provided address by *** on Thursday, December 21 at 2:30 PM accompanied by a photograph of the delivery. Our system sends an email notification your email address on file with a tracking number as soon as it is created (December 17 12:03 AM) so you can keep an eye on your package status in transit, and additionally provided an email notification December 21 at 2:31PM to confirm ***' delivery of your order to your door. 
  
  In the event of a suspected package theft, our policy stipulates that we do not provide refunds or replacements for stolen packages, as the responsibility to receive packages responsibly rests with the customer. We acknowledge the challenges this presents and suggest exploring options such as filing police reports or checking coverage for stolen packages with the credit card used for the purchase. 
  
  Our intention is to rectify the situation and assist you in any way possible. While we do not provide refunds or replacements for stolen packages, we would like to extend our offer to explore alternative solutions, such as placing a new order at a significant discount which we can assist you with via phone or email. We understand the frustration you have expressed, and we want to assure you that your concerns are taken seriously. We appreciate your patience and cooperation as we work towards a mutual resolution. If you have any further questions or if there's anything else we can do to assist you, please don't hesitate to contact us directly. We value your business and the opportunity to address your concerns.

*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. ↩