GingerLead, LLC

Dear [redacted] , Thank you for the opportunity to respond to these allegations We are a Colorado company that manufacturers our dog support slings here in Colorado to maintain high quality, and we are proud of our customer service We created the GingerLead for our dog, Ginger, who had orthopedic surgeries when she was young and we could not find the tool we needed to help her recover We were initially helping our dog, not trying to start a business Then we saw the veterinary technician at the hospital struggling to support and control our Ginger and it was just like what we experienced at home That was when we decided to show our invention to Ginger’s surgeon He tested our prototypes and we refined the materials to provide premium quality We now help thousands of dogs and their owners as well as veterinarians and their technicians all over the world In addition to surgery recovery, GingerLeads are used to help dogs recover from injuries and to help older dogs that have trouble with balance or mobility due to a variety of ailments that cause weakness in their hind legsThe statements referenced on our website are true and substantiated, unlike the allegations to which we are responding We responded to these allegations when they were raised by email with examples (see emails below) including a link to this video of a year old Golden Retriever that would fall when walking before getting her GingerLead: [redacted] Our return policy clearly states that “Refunds/exchanges do not include shipping and handling costs unless the item being returned is due to our error (wrong item sent, defective, etc.).” It also states, “GingerLead wants the best for you and your dogIf for any reason the GingerLead is not the right product for you or your dog, return it within days of delivery of your order and we will refund you the purchase price less any shipping and handling charges” see http://gingerlead.com/support-harness-dogs-policy.htm The item that was sent to this customer was what was ordered by them Thousands of other customers have also ordered this item from us We shipped the order to this customer for free (no charge to the customer, but we paid for shipping) This customer is asking us to pay for their return shipping and that is outside our policies It would be unfair to our other customers to provide the benefit of a prepaid return label to this person who is making accusations The GingerLead in question was returned for a full refund of the purchase price and it did not have any defects The refund was issued on January 25, This complaint requests reimbursement for shipping costs to return the GingerLead We treat our customers fairly under our policy and you can see reviews for this product that contain many complements about the quality of our product as well as our customer service at: http://www.gingerlead.com/dog-slings/sc/reviews.cgi?storeid=*14894e2eaa8a4087000...⇄

Complaint: ***
I am rejecting this response because: Your website does not indicate that the harness "may" help with regard to assisting wirh arthritic/debilitating conditions and is, therefore, a fraudulent statement because it does not provide such assistance to all dogs There are allso negative reviews on your website with regard to this product, including the attached wherein the buyer referred to advertising pertaining to the sizing chart as published on your website When a product does not confom with the advertised abilties of the product or any other information supplied by the company, reimbursement of the shipping charge is warranted Customers cannot be expected to pay for return shipping due to a company's advertising
Sincerely,
*** ***

Dear [redacted], Thank you for the opportunity to respond to these allegations.  We are a Colorado company that manufacturers our dog support slings here in Colorado to maintain high quality, and we are proud of our customer service.  We created the GingerLead for our dog, Ginger, who had...

orthopedic surgeries when she was young and we could not find the tool we needed to help her recover.  We were initially helping our dog, not trying to start a business.  Then we saw the veterinary technician at the hospital struggling to support and control our Ginger and it was just like what we experienced at home.  That was when we decided to show our invention to Ginger’s surgeon.  He tested our prototypes and we refined the materials to provide premium quality.  We now help thousands of dogs and their owners as well as veterinarians and their technicians all over the world.  In addition to surgery recovery, GingerLeads are used to help dogs recover from injuries and to help older dogs that have trouble with balance or mobility due to a variety of ailments that cause weakness in their hind legs. The statements referenced on our website are true and substantiated, unlike the allegations to which we are responding.  We responded to these allegations when they were raised by email with examples (see emails below) including a link to this video of a 16 year old Golden Retriever that would fall when walking before getting her GingerLead:  [redacted]    Our return policy clearly states that “Refunds/exchanges do not include shipping and handling costs unless the item being returned is due to our error (wrong item sent, defective, etc.).”  It also states, “GingerLead wants the best for you and your dog. If for any reason the GingerLead is not the right product for you or your dog, return it within 10 days of delivery of your order and we will refund you the purchase price less any shipping and handling charges” see http://gingerlead.com/support-harness-dogs-policy.htm .  The item that was sent to this customer was what was ordered by them.  Thousands of other customers have also ordered this item from us.  We shipped the order to this customer for free (no charge to the customer, but we paid for shipping).  This customer is asking us to pay for their return shipping and that is outside our policies.  It would be unfair to our other customers to provide the benefit of a prepaid return label to this person who is making false accusations.  The GingerLead in question was returned for a full refund of the purchase price and it did not have any defects.  The refund was issued on January 25, 2016. This complaint requests reimbursement for shipping costs to return the GingerLead.  We treat our customers fairly under our policy and you can see reviews for this product that contain many complements about the quality of our product as well as our customer service at: http://www.gingerlead.com/dog-slings/sc/reviews.cgi?storeid=*14894e2eaa8a4087000...⇄