Business ProfileforValley Veterinary Clinic, LTD

I ordered a new feeder for my cat because I love the product and it has always worked well. I received the order broken. I called and explained the situation. Customer service questioned me as if they did not believe me. I took many pictures and sent them to customer service while still on the phone, and they overnighted me a new one (amazing!) I left for vaca and I get an email asking to return one of the bowls and the chip. The chip was already on my cat so I did knowingly leave it on because she is rude and it’s hard to get on. I did not realize I didn’t send the other bowl back. I asked them to provide me with a shipping label and the response was “I did send the label to return the damaged items on 05/01/2024, and per our returns department you didn’t send the entire contents. You will be responsible to return the missing items”. I was delivered a damaged product and now have to pay to return a plastic bowl and a chip with the threat of being charged the full price of a new one. I wish this would have been better explained - I am already spending a good amount of money on the product, and now have to spend more because the return instructions were vague. For how much I love the product, I’m not impressed with the customer service.

This review appears to have been made prior to the customer speaking with a manager. A new feeder was overnighted to the customer at no additional charge on 5/2/2024. We provided freight prepaid return labels for the damaged product so that we can return to the manufacturer. We also provided prepaid return label for the pieces that were damaged and not originally returned. The customer was satisfied after this interaction.