My complaint is with the company In the Company of Dogs which is owned by Potpourri Group Inc. I placed an online order on 8/16 for a whole body dog harness that their website stated was in stock and available for overnight delivery. My dog collapsed and could not walk and required this harness as soon as possible for her recovery and prevention of further injury. The dog harness never arrived and I was unable to call them until 8/29 since I had to make several out of town trips to take my dog to Ohio State University Pet Hospital for immediate treatment (each time returning home finding no harness) while also working a full time high stress job to ensure I could pay the bills associated with my dog's illness. When I was finally able to call In the Company of Dogs Customer Service on 8/29 to find out why the harness had not arrived I was told their website misrepresented that the harness was in stock and that it was on back order. They told me they were sorry and that it was in quality control and would ship out for me to receive within the next two days. On 9/01 the harness still had not arrived, I called Customer Service again and spoke with a Specialist who told me they cancelled my original order and placed a new order on 8/29 yet it was never processed for unknown reasons therefore it it did not ship again. I was then assured the harness would shipped out on 9/2 and I would have the harness on 9/3 or 9/6 that per the Holiday weekend there was nothing else they could do for me. I then received an email on 9/3 stating the harness just shipped and I would receive it standard delivery in 5 to 9 business days. I then called Customer Service again and asked to speak with a Manager. I spoke with Terry Operator #511 (none of the people in Customer Service would give me their last names). Terry told me he did not know why this was processed wrong yet again and that their was nothing he could do. I then told him to cancel the order and that I would be reporting my experience to the BBB among other places.
I would like my experience documented so that other people who love their pets do not have to suffer as both my dog and I have through this company's complete incompetence, misrepresentation, and lack of caring by their Customer Service to fix their multiple errors, that they openly admitted, yet did nothing to correct. It is now 9/05 and I am still unable to properly care for my dog while also having to find another company to supply the harness with overnight delivery. Per their negligence my dog will now have unnecessarily suffered while I had to use lesser tools to help her walk and to carry her (she is 110 lbs / I am 120 lbs) over the past two weeks and she will now have to suffer another additional week while we wait for another company to ship the harness which per the Holiday weekend will also be delayed.
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