ComplaintsforHimalayan Dog Chew
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Complaint Details
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Initial Complaint
07/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchase two bags of Himalayan chews. The shoes had some black and gray marks on them maybe fungus I don't know I buy them all the time I never saw this before. I'm looking for my bags to be replaced. I called this company four times in 2 weeks waited on hold for quite some time listen to music no one picked up. Same thing every time you call. And it says leave a message will call you back and no call back. All I want is my two bags replaced please. Thank youBusiness response
07/20/2023
Good Morning River,
We appreciate you bringing this to our attention. We were unable to find any voicemail or communication from you in our CRM. I am very sorry that we did not receive your message. Our customer service representative has reached out to you via email yesterday and I believe you have started communicating with him. I know he will be able to take care of your exchange. Please let me know if there is anything else I can do for you.
Customer response
07/21/2023
Complaint: 20336646
I am rejecting this response because: I answered your person's email several days ago and did not hear back. Can you follow up please. Can you simply send me replacement. And confirm my address. **** Belmont **** landing ********** ***** please. Thank you
Sincerely,
River RancheBusiness response
08/07/2023
Good Morning,
I am sorry to hear that you have not yet received your replacement. I have confirmed that a replacement has been sent to you at your correct address. Please let me know if you do not receive it within a few days. The replacement is being shipped from **************** to you and thus it could take a few days to get to you.
Customer response
08/07/2023
Complaint: 20336646
I am rejecting this response because: would you mind verifying my address please. Nothing received yet. Thank you
Sincerely,
River RancheBusiness response
08/11/2023
Good Afternoon River,
I hope you are doing well. I believe I might have received this BBB response late since our customer service rep has received a response from you on 8/8 stating that you have received the replacement. I have attached a copy of that email just in case. Please let me know if this is not resolved.
Customer response
08/16/2023
Complaint: 20336646
I am rejecting this response because:
Sincerely,
River Ranche I have left a message. It was not a package from you. I thought it was I opened it it was a book I bought for my granddaughter. Can you confirm my address please perhaps we don't have it correct? I await your reply and you can send me a direct email. *********************** thank youBusiness response
08/17/2023
Good Afternoon River,
I am sorry to hear that you have not received the package. This is the address that we have:
***********
***************************
********, ** 08330
I have attached the ***** delivery confirmation. Please let me know if this is not your address. Also the delivery notification shows that it was left at a gated driveway. Does that sound right? Please reach out to me or the customer service rep that you have been speaking with directly if you have any concerns or questions.
Customer response
08/29/2023
Complaint: 20336646
I am rejecting this response because: I don't have the reps name or phone number it got lost in the repetition of emails. Forgive me. My address is **** and 1/2 Belmont. Avenue. No fence. **** and **************************************************************. This probably explains why it didn't show up it probably ended up on the other side of the road where there is a new development. Thank you for fixing the problem and reshipping.
Sincerely,
River RancheBusiness response
09/05/2023
Good Morning River,
I hope you had a nice weekend and I am sorry that the package did not end up to you. We will ship to the address you provided:
**************************************************************************
We will try shipping again. Also you can reach out to our customer service rep: ************************* at *************************** ******************** for any follow up. I will have **** reach out to you directly regarding reshipping this.
Customer response
09/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Yes please ship the product again. **** and a half Belmont avenue ********************** thank you
Sincerely,
River RancheInitial Complaint
05/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased the value pac 16 oz, Himalayan, dog, chew churro, with sweet potato, which has a chew density of soft. I have spoken to the company regarding this product prior as the product came extremely hard and I was unable to give to my puppy. Uncertain of the exact date I spoke with her, but she shipped me a new package of the same product, and again upon arrival, it came hard. The chew density is not soft and once again, unable to give to my puppy. Unable to break with my hands it is so hard. I have left three messages for their customer service department to contact me back. Phone number that I contacted was ************** which was obtained online at their website. Left a message on 4/18/23, 4/28/23 and 5/3/23. No phone call back on any of the messages left.Business response
05/22/2023
Dear *****,
Thank you for reaching out to let us know about your experience with Himalayan. I have checked with the customer service department and it seems as though they are very behind in being able to reach back out to customers at this time. We are working hard on getting caught up with our inquiries as we speak. I would be happy to help you personally from my end if you would allow me to reach out to you through email if you have not already been helped? I do see that you have left your email with the BBB; however, I do see that someone from customer service reached out to you and left a message on 5/16 so I am hoping that she was able to speak with you to help you out here? Please let me know if you have been helped yet and I would be more than happy to assist.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.