Business ProfileforBest Friend Mobility

I purchased a wheelchair for my dog from this company. I measured my dog carefully and referenced the sizing chart on the company website. I have a lot of experience measuring my dog, as he has a lot of custom gear and clothing. He is a Cavalier ******************************* and is within the height and weight of the breed standard, which is 12 to 13 inches in height. I did measure him at the hip several times and also had the technician from my vet clinic measure. We got the same measurement of 12 inches at the hip. I ordered the ** SitGo wheelchair, which the website states is for dogs that measure 9 to 14 inches at the hip. At 12 inches, my dog's height was in the middle of their size range, so the chair should have fit him very well. When I received the chair, I found that the instructions for assembly were absolutely horrible. I tried watching videos, reading the instructions and struggled for hours to figure out how to assemble and adjust it for my dog. However, even adjusted all of the way up, it was too short for my dog. Furthermore the 'sitgo' feature rendered the chair useless in that any time my dog stumbled (which he does a lot- thus the need for the chair), the chair would collapse and leave him on the floor. This product is not suitable for its intended purpose of providing support for dogs with paralysis/mobility issues. It is possible that it is an issue of getting it properly adjusted, but the instructions are completely inadequate to inform a buyer of reasonable intelligence to discern how to assemble and adjust it. Emails from the seller were only returned after numerous attempts on my part. I finally received a return authorization number of RMA-BFM1985-H and shipped the chair back with **** (Tracking # **** 6109 6517 4178 4780 61). The seller advised the size up would definitely not fit him, but that since they don't do refunds (though advertising a 14 day return window), they are going to send me a chair they know won't work. This is unacceptable.