Diggs Reviews (%countItem)
Diggs Rating
Address: 2910 Thomson Ave Ste C760, Studio 14, Long Is City, New York, United States, 11101
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I ordered my Diggs Kennel on 8/*/2020, I got 20% off the kennel and paid full price for the dog bed and training tool - total order was just over $300. The website had a 30 day satisfaction guarantee from when you receive the Kennel. On 9/*** - I notified Diggs that fed-ex delivered the pad and training aid several weeks before but the Kennel tracking number kept saying that the business was closed that they were trying to deliver to. Diggs called *** and realized they were sending it out to the wrong location for several days. The kennel actually arrived on 9/*** to my sister's house and was put inside immediately. I was out of town so I didn't get the kennel until 9/. On 9/*** I notified Diggs and let them know I had some stress cracks and showed them photos of a damaged box areas on the kennel where the crate was dented from shipping. They offered me $25 off and said that was the most they could do and I was "lucky" to buy the kennel at 20% off. I said I just wanted what I paid for which was a perfect kennel. They said I could not return the kennel as the box was damaged and they would not accept a damaged box - even when I offered to repack and secure the kennel. They then offered me $50 which I took - however I told them I really just wanted a new kennel. I had to send numerous emails and they still would not return. This is a total sham guarantee if they will not let you return and just get what you paid for. I provided them plenty of opportunity to make this right.
In short, we will provide the customer the resolution she desires: a replacement unit. We will reach out to her and get this resolved. That being said, the issue at hand is that the customers’ complaints, in our view, are not consistent with our interpretation of the situation. More specifically, the customer is saying that her crate had a stress crack in the unit. From the photos that she sent us, we do not agree. The unit she received appears to have the normal light scuffing that occurs with plastic parts and nearly all of our customers are perfectly satisfied with our products as such. Given her complaints, we felt as though sending her a replacement unit would not solve her concern as the replacement unit, in all likelihood, would arrive in a similar state. In other words, our product may simply not be a good fit for this customer. Therefore, we thought it was best to either offer her the option of returning the crate for a full refund (provided that she still had the original packaging and filler materials, per the return policy clearly indicated on our website) or to receive an additional financial incentive of a $50 credit (bringing her total credit to $99 off the regular price of our small crate (normally $245) - 40% off in total). The customer accepted the additional $50 incentive and although the customer was not fully satisfied, we understood her accepting this incentive to mean that this issue was resolved/closed. As mentioned previously, we will contact the customer to discuss a replacement unit, but we feel as though there was no clear way to make the customer fully satisfied and we addressed her case to the best of our ability, within reason.