My order was placed October 12th. My order arrived and one of the items was damaged and of poor quality with missing pieces and clumps of what appeared to be cheap glue, the second item was not at all what was advertised on their wesbite. I contacted HandsNPaws immediately regarding an exchange, but no one would speak to me about this over the phone, I was told that communications had to be through email. So I sent an email and I paid for shipping to return the appalling items that should have never been sent to me in the first place.
A month and a half passed, and during this period of time I continuously tried to obtain any information regarding my exchange (Was it received? Was it being processed? How long was this going to take?). The very few times my emails were acknowledged, the emails were of a demeaning tone and insinuated that it was my fault it was taking so long. I was given the run around and was repeatedly asked to provide the same information I had already given - such as my order number and even my name, information that was listed in the email they were replying to. I believe this was a tactic used to buy time and put me off.
At this point, I decided the only way to get a response from this company would be to contact the BBB, so I did. The very same day I informed HandsNPaws of my complaint, my order was sent. After nearly 2 months of simply trying to get an order status! Coincidence? I don't think so. They were fearful of the BBB and sent my order immediately.
My order arrived and yet again I was sent awful damaged goods - again with glue globs and missing pieces. A lavendar scented spray that I was sent smelled so horribly it could not possibly contain lavendar. I contacted HandsNPaws, but big shocker - no response.
Today it has been 3 months and 1 week since placing my original order. I have not gotten a response regarding correcting my order once and for all, and I was never sent quality items to replace the inferior damaged ones. They have my money, and I have a few horrific items that I can't and don't want to use. At this point I have been continuing my claim with the BBB, and it is my goal to let as many people as possible know about the fraudulent practices, scams, and non-existant customer service at HandsNPaws.com. I recently learned that I was the 5th person to file a complaint about HandsNPaws in the past 12 months.
To unsuspecting, innocent consumers like myself - please beware!!! There are plenty of legitimate companies online, and this is definitely not one of them!
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