HORRIBLE Customer Service! I was a long time customer and not only had I personally ordered many times from Hot Dog but I had referred countless friends and family as well.
I placed an order on 1/18 for three collars, a ID tag and a harness. The first package I received 1/21 (which according to their website included my entire order) was missing the harness and contained the wrong Orange collar. I would not normally have complained about it being the wrong brand but the one they sent was too large. I contacted them through their website that evening and advised of the error on the collar along with asking about the status of the harness since it was not included in the package. The response I got back was:
"We apologize for this mixup with the collar and will have a new item sent to you ASAP along with a pre paid envelope to return the incorrect item. While rare, these types of issues do occur as our shipping process is a human driven one. Your order is very important to us and we will work quickly to rectify this situation. With rergard to the harness, this item is made to order and will require 2-4 weeks to ship."
I understand that mistakes happen. I received the "replacement" collar on 01/29. This time it was the correct brand (Lupine) but the wrong color. They sent Red instead of Orange. I contacted them on 01/31 to advise of this error. They also failed to include the return envelope for the first collar. I never got a response from this email. I contacted them again on 02/08 and got the exact same generic response as the first time. Finally on 02/16 I received the correct Orange Lupine collar but still no harness. I contacted them on 02/18,02/24 and 03/01. On 02/24 I also filed a complaint with the Better Business Bureau and the FL State Attorney General. Both got in contact with Hot Dog Collars and I FINALLY got a voicemail from them on 03/02. The message just asked me to call to discuss the harness. I am not able to call during their business hours so I sent another email 03/03 to ask them to respond through email. Again no response. I emailed 03/04 and 03/07. On 03/07 I got a email from "Courtney." The email stated:
The harness is being redone and reshipped as per the voice mail should have indicated. The harness is made to order and will reship in 1-2 weeks. Please note the original harness was shipped on 1/27.
First of all the voicemail only requested that I call. Second, at no time did they ever advise that the harness was previously sent. No only that but the package that was shipped 1/27 was the second wrong collar. I responded with this information to which I got a really snotty response back:
While i appreciate you calling me a liar, i can see clearly here that the harness was ordered from our shop on 1/19 and shipped on 1/27. Now, what happened to it from there is up to the carrier. Our system is 100% automated and unless there was a Human Error (entirely possible), the harness WAS shipped on 1/27.
If you would like to argue over irrelevant details, I am here to listen. However I can tell you that a new harness is being prepared and will ship in 1-2 weeks. Courtney
WOW! Professional huh? When I responded asking for additional proof, a confirmation or shipping number, invoice, etc. I never got another response. I did finally get the harness on 03/19. The harness, although not advertised as such, is a Yellow Dog Design, Inc. Brand.in Hot Dog Collars' responses it stated that the harness was made to order. I contacted Yellow Dog Design, Inc. Who advised me:
You should be able to identify Yellow Dog Design, Inc. Products by our label that is sewn in during production. Yellow Dog Design, Inc. Produces and tests its own line of products independently of other vendors.
Another lie... BUYER BEWARE! You can order the same products from other companies!
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