Wow—just—wow. I've never been insulted, condescended, and ignored as much as I have at this store. And that's ANY store, not just online stores. I can't believe that Handsnpaws is still in business, considering how they berate their customers, ship whenever they feel like it, and generally have no respect for the very people that keep them in business. DO NOT SHOP HERE—BY ALL MEANS.
//Here's my order confirmation in September:
From: [email protected]
To: {ME}
Subject: Thank you for placing Order 09-16861
Date: Sat, 30 Sep 2006 15:51: 28 -0700 (PDT)
[...]
Thank you for placing order 09-16861.
[...]
//Note the date in September. I followed up a quite a few weeks later on October 11 and got this response:
From: HandsNpaws
Reply-To: [email protected]
Subject: Re: FEEDBACK: Order 09-16861
To: {ME}
Hi there. So sorry if there has been a delay in responding to your email or providing you with a status update. Your order was received and put in processing. It looks like we received the wrong size and had to reorder. It should ship within the next 4 to 6 business days. If you do not receive a shipping notice in this time, please email us with your order number and SECOND QUERY in the subject header so a service rep can contact you asap and give your query priority.
We do realize our recent expansion has been an inconvenience to some of you and are offering the follow coupon in appreciation of your patience for your next purchase which provides 30% off and a choice of free gift. Thank you for your patience and sorry if this has been longer than anticipated.
//In November, I sent this:
November 11
I still haven't received my order. What's up?
Date: Tue, 21 Nov 14:05: 39 -0800 (PST)
From: HandsNpaws
Reply-To: [email protected]
Subject: Re: FEEDBACK: Order 09-16861: THIRD INQUIRY
To: [ME]
Hi there... So sorry if there has been a delay in responding to your email. It seems we may have missed a few during our recent expansion to the West Coast. We are currently catching up on our customer mail and orders and realize that some of you have experienced delayed shipping/email response. (We receive about 200 to 300 email queries a day and some are lost to spam).
A few items were lost in our transition and when I checked it looked like yours was among them. The items have been reordered and they should ship within a week (unless you would like to cancel now in which case please let us know prior to reprocessing/shipping). If you do not receive a shipping notice in this time, please email us with SECOND QUERY and your order number in the subject header so a service rep can contact you asap. As a show of our appreciation, we are offering customers freebies and our grand discount coupons (25% to 35% off) with their next purchase. Coupons will be in their shipping notice. Thank you for your patience and sorry if this has been longer than you anticipated.
//Sent this on 11/21/06:
Hi,
OK, Please note that I originally paid for expediated shipping. Can you please do something to hurry it along?
-liz
Date: Wed, 22 Nov 13:11: 21 -0800 (PST)
From: HandsNpaws
Reply-To: [email protected]
Subject: Re: FEEDBACK: Order 09-16861: THIRD INQUIRY
To:{ME}
We're waiting for the designer to send. I don't have a request for expedited shipping on file for you. When did you email that?
//I sent this on 11/22/06:
It was in the shipping options.
Date: Wed, 22 Nov 14:46: 28 -0800 (PST)
From: HandsNpaws
Reply-To: [email protected]
Subject: Re: FEEDBACK: Order 09-16861: THIRD INQUIRY
To: {ME}
Our shipping options don't have expedited shipping. See site.
Expedited or Express Delivery/"Ship By" dates.
These shipping options are available by prior email request only and your shipping cost will have to be adjusted manually. Important, make sure that you receive written confirmation in response to your request confirming the date an item will ship using Express/Overnight or Expedited Shipping via UPS (Second Day/Overnight/Three Day). Without confirmation, your order will ship per our standard processing times.
//WHAT??? I mean—WHAT??? How can ANYONE say they have expedited shipping options on their site and then change their mind? Ridiculous.
//So it finally did ship:
Subject: Shipping Notification for Order 09-16861 and Your 25% off /$15 Gift Certificates towards next purchase EXP SAT DEC 2 (With Bonus Gift (s)!)
X-Mailer: Zoovy-Automail/2.0 [handsnpaws]
Reply-To: [email protected]
Date: Tue, 28 Nov 23:11: 00 -0800 (PST)
PLEASE READ:
[...] just want to let you know that your item below has shipped and is in transit. Please note, we have a strict NO CONTACT policy for returns to protect your pet from diseases or discomfort from the scents of other pets. (See Below). Remember, if you have paid by credit card, your statement will be billed under the name Sophistication Alley Ltd.
So when I finally did get it. The collar was gold instead of silver. Even though the website CLEARLY said SILVER.?? They mistrepresented what they were selling. AND—they wouldn't give me a credit. Here's more:
To whom it may concern,
Let me start off by saying that my experience with you has been the ABSOLUTE WORST I've ever had with any online store, EVER.
First off, I placed an order on October 9th. That was almost months ago, by the way. I just got my package today after some rather shady correspondence with differing reasons why my order was delayed.
//Here's the first answer I received THREE WEEKS after my order was place, on October 31:
Date: Tue, 31 Oct 17:38: 38 -0800 (PST)
From: HandsNpaws
Reply-To: [email protected]
Subject: Re: FEEDBACK: Order 09-16861: winkwink
To: {ME}
Hi there. So sorry if there has been a delay in responding to your email or providing you with a status update. Your order was received and put in processing. It looks like we received the wrong size and had to reorder. It should ship within the next 4 to 6 business days. If you do not receive a shipping notice in this time, please email us with your order number and SECOND QUERY in the subject header so a service rep can contact you asap and give your query priority.
We do realize our recent expansion has been an inconvenience to some of you and are offering the follow coupon in appreciation of your patience for your next purchase which provides 30% off and a choice of free gift. Thank you for your patience and sorry if this has been longer than anticipated.
You said that you received the wrong size and had to reorder, saying it should ship within the next 4-6 business days. OK, that seemed fine. Still a bit long, but OK.
Still didn't get the package, so I checked in a few weeks later and got this response on November 21:
Date: Tue, 21 Nov 14:05: 39 -0800 (PST)
From: HandsNpaws
Reply-To: [email protected]
Subject: Re: FEEDBACK: Order 09-16861: THIRD INQUIRY
To: {ME}
Hi there... So sorry if there has been a delay in responding to your email. It seems we may have missed a few during our recent expansion to the West Coast. We are currently catching up on our customer mail and orders and realize that some of you have experienced delayed shipping/email response. (We receive about 200 to 300 email queries a day and some are lost to spam).
A few items were lost in our transition and when I checked it looked like yours was among them. The items have been reordered and they should ship within a week (unless you would like to cancel now in which case please let us know prior to reprocessing/shipping). If you do not receive a shipping notice in this time, please email us with SECOND QUERY and your order number in the subject header so a service rep can contact you asap. As a show of our appreciation, we are offering customers freebies and our grand discount coupons (25% to 35% off) with their next purchase. Coupons will be in their shipping notice. Thank you for your patience and sorry if this has been longer than you anticipated.
Oh, so now it's lost, it wasn't a mistake in ordering.
So then a few weeks later I finally get the package and I discover that the rhinestone findings are GOLD, not SILVER, as was promised.
I demand that you accept this order for a FULL RETURN immediately, and I would like the full amount minus shipping ($121.00) credited to my card ASAP. You have been holding on to my payment for almost three months and I'm NOT HAPPY with what I've received for loaning you this amount for this long. I am going to dispute the charge and take further action if you do not accept the return and issue me a full credit.
SKU Description Price Qty. Ext.
FABCOLLSWAROV Swarovski Crystal Dog Collars
Color: Silver / Clear
Size: X-Large 20
$63.00 1 $63.00
FABCOLLSWAROV Swarovski Crystal Dog Collars
Color: Silver / Clear
Size: Medium 16
$58.00 1 $58.00
Subtotal: $121.00
SKU Description Price Qty. Ext.
FABCOLLSWAROV Swarovski Crystal Dog Collars
Color: Silver / Clear
Size: X-Large 20
$63.00 1 $63.00
FABCOLLSWAROV Swarovski Crystal Dog Collars
Color: Silver / Clear
Size: Medium 16
$58.00 1 $58.00
Subtotal: $121.00
I look forward to your speedy reply.
Sincerely,
Liz
//And got this:
From: Peter
Reply-To: [email protected]
Subject: FEEDBACK ORDER NUMBER HERE!!!
To: {}
Please rewrite. Cannot read this junky email. Also, need your order number in the subject header please. Your email is going straight to spam. This was caught in our spam folder. You really need to follow the site recommendations if you don't want to spend all day writing customer service. Again, order number in subject header please or we cannot look up your order.
//So I sent this:
Wow, "junky"? That's what you call an upset customer letter? Wow. Just, wow.
I took the quotes out and I'm re-sending it as plain text.
Date: Wed, 13 Dec 04:06: 26 -0800 (PST)
From: Peter
Reply-To: [email protected]
Subject: Re: Order: 09-16861 FEEDBACK ORDER NUMBER HERE!!!
To: {ME}
And what's the question??? Sigh.
// Can you belive it? He not only calls my complaint "junky" he "sighs" at me.???
//And then he sends this:
Date: Wed, 13 Dec 04:12: 40 -0800 (PST)
From: HandsNpaws
Reply-To: [email protected]
Subject: Fwd: UPS Exception Notification, Reference Number 1: ORDER 09-16861
To: {ME}
Don't you check your emails???!!!??? We shipped this last month. If it's with the carrier, use the tracking number provided please. And if you provide the carrier with an alternate address, well then you need to take responsibility for the shipping instead of emailing us irate emails.
//Hey, Peter—maybe we wouldn't be so irate if you had better customer service and didn't treat your customers like dirt!
// So I have to send it back and sent this on 12/13/06:
Please give me an RMA so that I can return this order.
Date: Sun, 17 Dec 15:14: 32 -0800 (PST)
From: Peter
Reply-To: [email protected]
Subject: Re: Order: 09-16861 FEEDBACK ORDER NUMBER HERE!!!
To: {ME}
Ok. Will try to make this clear. We just need to know:
1. What are you returning
2. Were items in contact with your pet?
No RMAs are issued until you respond. So, please do so if you'd like an RMA number. You're already beyond the time limit. Thank you.
// So they NEVER give refunds! Only "credit."
What kind of online store would not allow a return? How can you know what you're buying? Geez.
// So then I finally got an RMA and sent back the collars.
I ended up ordering a bunch of other (cheesy) stuff because they wouldn't credit my card and I'm STILL WAITING. It's now 1/12/06 and I've got nothing to show for it except a credit card bill for a good-for-nothing company.
Avoid!!!
Liz
Chicago, Illinois
U.S.A.
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