Business ProfileforBig Dee's Tack & Vet Supply

Jan 17, 2022. I have a Briard puppy who is 85 lb and tore a dew claw which became infected. He is very long and agile and after trying other e-collars realized they were not long enough over the nose area and he could still reach around and try to mouth and lick and continue to damage his dewclaw. I found the Novaguard recovery collar online and watched videos of it with very well mannered dogs who obviously were not in any pain or suffering. I was attracted to this item because it seemed to be narrower than othe e-collars, went around the ears-not just around his neck (I had found that just going around the neck was problematic because then the devise could be shoved up or move down which allowed the dog to get to the affected area) and therefore, because it went around the ears it woud not come off; and was lightweight and see through. I watched several videos and ******* videos explaining the advantages of the Novaguard and how to put it together properly and how to put it on the dog properly. I felt that this was going to work and purchased it. It arrived last week and within 10 minutes of putting it on he had it off. I realized that I needed to tighten the velcro to secure it betterwhich I did. However by the end of the night I heard a noise and found that he had gotten the red tab out of the secured area and then had managed to get the main piece shaped like a rounded arrow out and had chewed it to pieced. See ALL THREE PHOTOS BELOW. I contacted **** at customer service who I explained the whole situation to and sent photos requesting a refund. I then got emails back after she spoke to her supervisor which stated that I would need to return the itemwhich meant me paying for shipping AND THEN THERE WOULD BE A RESTOCKING CHARGE ON AN ITEM THAT COULD NOT POSSIBLY BE RESTOCKED. I contacted **** back by phone and said that was bad customer service and that they should not even be asking me to return it as they can see the item is damaged and why would they charge a restocking fee!!! I want my monies back and I DO NOT WANT TO PAY FOR POSTAGE BACK WHEN THEY CAN PLAINLY SEE THE DAMAGED ITEM AND I DO NOT WANT TO PAY FOR A RESTOCKING FEE AS THEY WOULD NOT BE RESTOCKING A DAMAGED ITEM.

Hi ****, I am very sorry that your puppy chewed the Novaguard. It looks as if you have spoken to our customer service manager and she has refunded your PayPal account. Please let us know if you have further questions.

I appreciate you making an exception and refunding the full amount. Thank you for taking care of this.