ComplaintsforUp Country, Inc.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 27, 2022, I purchased a dog harness for $38.97. ******************* arrived. I have used it to walk my dog in it 2 times. I have been with her the whole time she has had it on. The second time I took it off of her after our walk, I saw a CLEAN tear down the side of the back of the harness where 2 seams have been sewn together. I called upcountry to inform them if this, and told them what happened. "Oh, they said, she probably chewed it, we don't have a guarantee for that." I told the she did NOT chew it...I would have seen it happen, the harness is stored out of her reach in a drawer, and that it was physically impossible for her to reach around between her shoulder blades to reach it.. *** told me to email her photos. I did. She emailed back and said, Oh, I see chew marks on there....we can give you 10% off next order. I had told her I wanted this replaced. Stand behind your product. I emailed her back and told her there are no chew marks, it's a clean tear. ( I have better things to do than argue with someone accusing me of lying.) It was impossible for her to do that. Since then no response.

  Business response

  10/18/2022

      We have thoroughly reviewed all of the pictures the customer sent and there were multiple places where the harness was chewed, not just the one tear as referenced. And that tear was actually not on a seam, it was on a piece of webbing that runs throughout the whole one side of the harness. We absolutely stand behind our products and have done so for over 38 years, and are known for our top notch quality. Accordingly, our return rate is one of the lowest in the industry. All of our manufacturing is done right here in ******* to the highest standards. However, not even the strongest webbing can withstand the *** of a dogs bite, which is why we cannot guarantee against chewed items. We are sorry that ********************** is disappointed and reiterate our offer of 10% off her next order in good faith should she like to reach out to us again.

  Customer response

  10/19/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   I will send you the harness for your inspection, if you wish, and you will see there are no chew marks.  I don't appreciate the accusation that there are multiple chew marks on the harness.  As to where the tear occurred,  it is where the webbing is sewn together.  How you can say where it occurred without seeing the harness is presumptuous. 

  *************************;
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business response

  10/20/2022

  Dear **********************, you sent us multiple pictures of the harness (thank you for those as they have been most helpful.)  We attached one of the pictures you sent to our BBB response showing the damage accordingly. Did you happen to see it? If so, can you please comment on what caused the other marks if not chewing? Also, based on the very clear pictures you sent, we were able to ascertain that the webbing was not chewed on a seam. There are actually no seams on our products as we fold over the fabric for reinforcement.
  
  Again,wed be happy to review the harness in person if youd like to send it to us.Well post any subsequent pictures once received to close out this complaint one way or the other. Thanks so much for your follow up, we understand that you are frustrated with our response, but we also have to stay true to our policy as dogs chew by nature and refunding all chewed products is not a sustainable business model especially for a company that prides itself on being made here in *******.

  Customer response

  10/21/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  I will send you the harness, BUT, you must pay to send it back.  It does not appear that you will believe me.  I have seen a chewed harness...the edges are ragged.  How do you explain a straight tear?  Dogs do not have a scissor bite.  The tear occurred where the webbing is joined together...however it is attached, sewn or otherwise.
  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. ↩