Reviews

Review Details

• Review fromTracy J

  Date: 05/22/2024

  2 stars

  Tracy J

  Date: 05/22/2024

  We are a non profit 501c3 animal rescue who purchased $4000 worth of fencing from Critterfence. As first time customers, we ordered the sample kit which we received with no problems. During that phone call, **** informed us as a rescue we would receive a 10% discount. We later spoke with ****** who oversees the discounts and confirmed what we were told by ****. As requested, we submitted our paperwork to **** the general manager, who then informed us we would not be receiving any discount and went on in his email to say he is not sure where we would have gotten that idea. I emailed back informing him it was his employees who conveyed the information. **** went on to tell me it was my choice, whether we want to purchase the product or not. We decided to move forward with purchasing the product because of the quality they boast. Quality is one thing customer service is another. ****, by far, has the worst customer service we have ever encountered in a retail setting. Not only did we receive a partial order, but we were not informed of the corner and end sleeves needed being on back order all while **** was aware, the company to install the fence was arriving the day after our delivery. We requested via email to have the sleeves overnighted once they arrived to avoid a significant delay in our project. We later received an email from **** stating all orders were sent out via ***** and **** We asked for the tracking number only to learn the sleeves were sent via *** to arrive 6 days later! We feel like that was a deliberate slap in the face when we did nothing but convey our willingness to compensate for the shopping so the rescue dogs we have could enjoy an area to run around and play sooner rather than later. How ugly and miserable **** must be as an individual to not be so accommodating for those who help the helpless! Shame on you ****.

  Critterfence LLC

  Date: 05/25/2024

  Hi, sorry for the confusion and here's an explanation of what I believe to be two separate issues

  Good morning. Every year we donate product to non-profit organizations and charities. We also sell our product to charities at cost (discounted including free shipping). For example, recently an eagle scout and his boy scout troop installed a fence for a vegetable garden for a homeless shelter, with the purpose of growing food for their kitchen. ****** (our warehouse manager at Critterfence) was an eagle scout and assisted with the design of this fence. 

  When this customer called and spoke with **** he didn't understand the scope of what the customer was asking about and sent it to ******. ****** then asked the customer to submit her docs to me for review, which she did. Unfortunately, we couldn't justify donating product or selling it to this customer at cost - from our quick ****** search they are dog breeders with a kennel and puppies for sale. Trogers Thai Ridgebacks, here's a link: - About Trogers | Trogers (trogersthairidgebacks.com)

  I explained to the customer that we do sell wholesale direct - every transaction is discounted at wholesale prices - and we would be unable to donate materials or donate materials at our cost. I explained that most companies mark up product, then offer discount codes to discount product - we don't do that. Our pricing model is transparent and applies to every customer. The customer then decided to place an order anyway. The order came in Thursday 5/16, we processed shipped and placed the entire order in the hands of the shipping carrier on Thursday 5/16. 

  Second issue

  The customer then contacted us Tuesday 5/21 stating they were missing large ground sleeves from the order. We didn't challenge or question them on the sleeves, we knew they were already unhappy about not receiving a discount - so we agreed to send them 7 additional sleeves at our own expense. The customer then received tracking and sent an email stating we should have shipped them to her via expedited shipping or a different carrier where they would receive them sooner (tracking shows them being delivered Tuesday 5/28 (the day after Memorial day - delayed because of the holiday). 

  I'm sorry for the negative experience this customer has. We bend over backwards every day for our customers, and we are animal people - we love pets and animals of all types. I sincerely hope the best for them and hope they are successful.