Bow Wow Pet Products

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Based on the message I was to have received an email from the businessI went back to even check my spam box and never received an email from the business on or around Sept***If I had I would have definitely responded, as I would like this matter resolved as soon as possible Sincerely, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

we tried calling and emailingwe will attempt again on 10/ [redacted] We can also be reached at ###-###-#### tks, ***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved. Sincerely, [redacted]

Hello,
The consumer states the bed is advertised as "chew resistant" which it isResistant does not mean chew proofDepending on many factors such as the type of dog and how aggressive the dog is and how long the bed has been used, it is possible for a dog to tear into this fabric eventuallyWe
cannot guarantee that a dog will not chew through on the fabric or it would be marked "chew proof"I am sorry you were not satisfied with the purchaseGenerally if there is an issue with a product it can be returned to the storein this case, in good will we did issue a replacement cover to the consumer and mailed it outI sent it by parcel post on Nov ***
Further to the complaint, in general we do not receive many complaintswhen we do, we try our best to satisfy the consumerWhat we noticed on this bed based on the attached picture from the consumer was that it did not appear to be chewed or ripped from the dog, rather a slit made with a knife or scissor which is extremely inconsistent to what a dog would doRegardless, we did in fact send out a replacement
If the consumer wants to pay for the shipping via fedex or UPS I will send the replacement againShe is also welcome as our customer service recommended to send back the defective bed or cover for us to inspect and if our team deems it defective, we would replace free of charge

I emailed *** *** on 9-* to help resolve this matter and still have not heard a response back from her

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
re: ID ***This is in response to the response from the retailerI did not get the email until today2/**/Based on the picture that they forwarded to you (which does not show the other end of the bed that was chewed) you cannot see how the bed was damagedI have pictures of the other end of the bed which is where the tear startedI did not use a knife or scissors on iti am not in the habit of scamming companies! I guess something that size just gets lost in the mailmy dog is not aggressive and it was only used for one dayFarm and Fleet, where I purchased the dog bed does not accept returns of pet beds or clothing because of the diseases passed from one animal to anotherI don't like being told that something will be replaced and then waiting three months with nothing being sentdo they have proof they sent it?
Sincerely,
***

To start with you cannot speak to them, they only allow emailsThat in itself concerns meThe cover they sent out has good quality unfortunately it doesn't fit in the Box style mattressTheir covers are non-returnable and very expensiveThe measurements were right on target but because of the way it soon it doesn't fit the bedMy recommendation would be to go somewhere that has better customer serviceThis is some of the worst I've ever seen

Just bought this for my frenchie 20 mins ago and it’s so called “chew resistant” fluff is out already!? Not a good product and clearly doesn’t do as it says.

Hi [redacted],I'm sorry you were disappointed. I will be glad to send you a new bed.Please provide an address for the package.thank youJack

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint...

has NOT been resolved because:

Based on the message I was to have received an email from the business. I went back to even check my spam box and never received an email from the business on or around Sept. [redacted]. If I had I would have definitely responded, as I would like this matter resolved as soon as possible. 
 
Sincerely,
[redacted]
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matteris in the process of being resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I contacted this company 2x's while I had the product and they did not respond.  When I spoke to Jackie she was rude and not helpful.  She told me that I did not contact the company and that she had no idea who the email was that I sent my original emails to.  She indicated that I was making up the response email address…which came directly from their website.  She is not helpful and I certainly hope the complaint is elevated to her superiors as I do not believe she is providing accurate information. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

we tried calling and emailing. we will attempt again on 10/**
We can also be reached at ###-###-####
tks,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

After speaking with Jackie, she asked if you can kindly email us a picture of the defective product that you purchased. Normally we would ask for the defective product to be returned and if indeed determined it was defective we would replace it. As you may understand dog beds are intended for dogs....

Dogs do have a tendency to tear up their beds and ruin or damage them. For this we cannot be responsible. Regardless, we would like to help you. Instead of returning what you deem is the defective bed back to us, we are requesting a picture of the product. How else can we validate your claim? I think that is more than reasonable.thank you

[redacted],
Please understand that we did send out a replacement bed as a courtesy. I am not sure why you did not get it, but it did not help writing a nasty email to us when you did not receive it. Just as you mentioned you are not in the business of scamming, nor are we. We are a direct to retail establishment, and when a consumer contacts us regarding an issue, our general policy is to have the consumer mail the product back to us AT THEIR EXPENSE, when we receive it gets inspected for defects, and if found to be defective we either mail a replacement free, or if the product is no longer available a suitable replacement is sent.
Regardless, we will send you out a full replacement bed today fedex tracking number [redacted]this should close this case.

Review: I purchased 2 American Kennel Club dog beds from [redacted]. After washing this dog bed only once the fabric on the product split down the side of the back of the bed. I contacted [redacted] and they gave me the manufacturers information, so I emailed them about the product. I even sent photos of the item. They did acknowledge that the product was defective & offered to replace it. However, the dog bed they wanted to replace it with was not of the same size as the one I purchased. They did not give me an alternative replacement. When I asked to talk to Management I have been ignored on multiple occasions to resolve this matter. I would accept a suitable replacement for the defective dog bed if it is similiar to the one I purchased, such as color AND SIZE (31" x 23" x 8") specifically. I can not use a dog bed that is to small for my dog to sleep in. That will not work. I am flexible on the color.Desired Settlement: I would like a suitable replacement. I that can not be achieved a full refund of the price and shipping costs would be fine.

Business

Response:

I emailed [redacted] on 9-* to help resolve this matter and still have not heard a response back from her.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Based on the message I was to have received an email from the business. I went back to even check my spam box and never received an email from the business on or around Sept. [redacted]. If I had I would have definitely responded, as I would like this matter resolved as soon as possible.

Sincerely,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

we tried calling and emailing. we will attempt again on 10/**

We can also be reached at ###-###-####

tks,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matteris in the process of being resolved.

Sincerely,

Review: The Bow Wow American Kennel Bed bottom broke and burned releasing all the polyester stuffing in the first wash/dryer after the purchase. The black bottom of the Bow Wow American Kennel Bed was like a paper that was not durable or were made to be washed.Desired Settlement: The Bow Wow pet product company needs to change the material that was use to make the bottom of the bed.

Business

Response:

After the incident [redacted] was contacted via email and responded back to us that she would like a replacement bed or a refund for the damaged product.

We have sent a package out on 9-**-2013 to her home via Fed-Ex with a replacement dog bed for the one that was ruined. Within the same package we included some of our best selling accessories for her dog because of the inconvenience she endured.

Without seeing the damaged product, it is difficult to assess how the bed ruined during washing. There could be a number of things such as a previous tear in the bed caused from the floor, possible chewing on the bed from the dog, washer not set to delicate setting, or other factors. That isn't to say any of those factors caused this issue. We certainly will look into this further to ensure it doesn't happen again to someone else.

Each dog bed we manufacture goes through an inspection process and has an inspection mark on it to verify inspection. One of the inspectors responsibilities are to check for loose threads and proper stitching. We will look into further to see how this happened and improve or correct if need be.

-[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and I have requested to [redacted], Bow Wow product to change the black base material it used for the dog bed, it burned like a paper in the dryer.

The American Kennel Club dog bed was purchased only 2 weeks ago and it was inside the house. In addition, my 5 year old, 10 Ib dog hardly used it. It takes a while for my dog ([redacted]) to get acclimated to new stuff. I decided to wash the new dog bed

Review: I bought a Bow-Wow dog bed about 3 months ago. Within a month it became lumpy and nothing we did could straighten it out and make it flat again for [redacted]. I called [redacted] at Bow Wow Pets and said it was lumpy. She said we must have washed it. To make a long story short. This has been going on at least 2-3 months now. She was always going to talk to her boss and get back to me. Finally about 3 weeks ago she told me to send a check for 12.00 to cover shipping and they would ship a new bed. The check was cashed 2 weeks ago and still no replacement bed. I called yesterday & was told she was already gone. I called about 20 minutes ago and was told she was at lunch. I think she is avoiding me. There is something very suspicious about this and I don't know what to do. I would like a new bed as promised so [redacted] can have a bed to use again. Thanks for any help you can give to get this bed. [redacted]Desired Settlement: This is a blue AKC pet bed. I was promised a new bed and am now being avoided when I call. Since my check was cashed I would like a new bed for my dog.Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Verification from consumer:

I complained about a pet bed that was made by Bow Wow products in Ny, NY. I finally received the bed today. (See desired outcome.) I don't know if I'm in the right section, but I just want to let you know that the issue with Bow Wow Pet Beds has been resolved. I talked to [redacted], the owner on 7-**-2013. He said he would check into the pet bed at the warehouse and make sure it went out. I just want to say that I received a brand new bed today for my dog [redacted]. I want to thank [redacted] & [redacted] for all their help in getting this problem resolved.

Review: I purchased a bed from Farm & Fleet from Bow-Wow Pet/European Home Designs. my dog destroyed the bed the first day she had it. it was supposed to be chew resistant and water resistant. it failed miserably. I wrote to the company several times by email explaining the situation and sent pictures. I was told they would send me a new cover and that I could use the old stuffing for the new cover. this was back in November 2013. I have sent numerous emails to the same person at this company and still have not received a replacement as of January [redacted], 2014. the contact person was [redacted]. he asked for my mailing address, I sent it to him twice and still have received nothing.[redacted]Desired Settlement: I would like an entire new dog bed, not just the cover, for having to wait so long.

Business

Response:

Hello,

The consumer states the bed is advertised as "chew resistant" which it is. Resistant does not mean chew proof. Depending on many factors such as the type of dog and how aggressive the dog is and how long the bed has been used, it is possible for a dog to tear into this fabric eventually. We cannot guarantee that a dog will not chew through on the fabric or it would be marked "chew proof". I am sorry you were not satisfied with the purchase. Generally if there is an issue with a product it can be returned to the store. in this case, in good will we did issue a replacement cover to the consumer and mailed it out. I sent it by parcel post on Nov [redacted].

Further to the complaint, in general we do not receive many complaints. when we do, we try our best to satisfy the consumer. What we noticed on this bed based on the attached picture from the consumer was that it did not appear to be chewed or ripped from the dog, rather a slit made with a knife or scissor which is extremely inconsistent to what a dog would do. Regardless, we did in fact send out a replacement.

If the consumer wants to pay for the shipping via fedex or UPS I will send the replacement again. She is also welcome as our customer service recommended to send back the defective bed or cover for us to inspect and if our team deems it defective, we would replace free of charge.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

re: ID [redacted]This is in response to the response from the retailer. I did not get the email until today. 2/**/2014. Based on the picture that they forwarded to you (which does not show the other end of the bed that was chewed) you cannot see how the bed was damaged. I have pictures of the other end of the bed which is where the tear started. I did not use a knife or scissors on it. I am not in the habit of scamming companies! I guess something that size just gets lost in the mail. my dog is not aggressive and it was only used for one day. Farm and Fleet, where I purchased the dog bed does not accept returns of pet beds or clothing because of the diseases passed from one animal to another. I don't like being told that something will be replaced and then waiting three months with nothing being sent. do they have proof they sent it?

Sincerely,

Business

Response:

[redacted],

Please understand that we did send out a replacement bed as a courtesy. I am not sure why you did not get it, but it did not help writing a nasty email to us when you did not receive it. Just as you mentioned you are not in the business of scamming, nor are we. We are a direct to retail establishment, and when a consumer contacts us regarding an issue, our general policy is to have the consumer mail the product back to us AT THEIR EXPENSE, when we receive it gets inspected for defects, and if found to be defective we either mail a replacement free, or if the product is no longer available a suitable replacement is sent.

Regardless, we will send you out a full replacement bed today fedex tracking number [redacted]this should close this case.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,