Go-Tags

Review: I ordered two pet tags for my dog. I had just completed training for a Canine Good Citizen award and in the materials which came with the award was a brochure for Go-Tags.I paid for the tags using PayPal. The order and the confirmation were in February of 2013. I did not receive the requested tags. I contacted Go-Tags and received what sounded like a heartfelt apology and a promise of prompt delivery.I did not receive the tags. I wrote an e-mail to them and they stated that my tags (which I have never received) are now out of warranty and they will not replace them.I contacted PayPal but they are unable to help as Go-Tags initial response kept me from complaining to PayPal (I gave them more time and they allowed my time to exceed PayPal's 45 day limit on intervention) and eventually even exceeded Go-Tags "Warranty" period.I think the delay was deliberate. Things not received are not yet under warranty. Go-Tags is practicing wait and delay tactics to avoid delivering merchandise ordered and promised.Desired Settlement: I still want the tags.

Business

Response:

This customer placed an order for 2 Small Heart Pet Tags on 02/04/2013. The tags were made and shipped out the very next day (02/05/13) by First Class Mail with no tracking, per the customer's choice. There are expedited shipping options available with tracking, which the customer chose not to use. We typically try to get our orders made and shipped within 3 business days, so the tags went out very quickly and on time. When First Class Mail with no tracking is selected, it can take up to 7-10 business days to arrive per the USPS. It would come to the customer's address with their regular postal mail. Since this option is not trackable, our policy is to wait the USPS recommended 10 business days, and if the customer contacts us and complains of non-delivery we immediately send a replacement order after verifying the shipping address. We also have a 60 Day 100% Satisfaction Guarantee on all our product. If the customer even contacted us within those 60 days we would have gladly resent or refunded her for the transaction. However, the customer did not contact us within 10 days, 60 days, or even 80 days...the customer waited until yesterday (08/27/2013) to contact us for non-receipt. Since we are approaching almost 8 months since the shipment date we are understandably unable to replace the tags or issue a refund. When orders are placed and not received we feel it is the customer's responsibility to contact the vendor to fix the problem. We have no emails, no calls, and no notes on the order indicating that the customer did so. We have been in business for almost 20 years and take our customer satisfaction seriously. Most of our customers are repeat and loyal buyers, so we assure this customer we are not in the habit of purposely "delaying and neglecting" to send product that has been paid for. We even offered the customer a discounted price on new tags, along with a free shipping option and the customer chose to decline the offer. We hope to resolve the issue amicably and if the customer does choose to purchase new tags we are happy to serve her again. Please let us know if you have any questions.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9683707, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I waited patiently because the order was a small one and it was being shipped by regular mail.

I did call the company and received an apology and a promise that a second order would be made up and shipped.

I have no PROOF of the phone call, but it was the reason I so delayed making a formal complaint. The individual who answered the phone was very pleasant and seemed sincere about replacing the tags. I mentioned that although my address was correct on the order, many folks confused SC with NC and the items may well have been shipped to North Carolina. That has happened before, in several situations.

The replacement tags were not received, but again I was being patient because it was a small order, less than $8, and it had been paid by PayPal which has a guarantee that they will make good any orders that are not properly filled or where the merchandise is defective.

I then forgot about the order and only remembered it when AKC sent me some tags with a tracking number on them.

This reminded me that I had ordered the tags which bore the title my dog had earned, Canine Good Citizen. I then contacted the company but by then my third contact was outside of the 45 days that PayPal allows for follow up complaints, and outside the 60 days which the company GoTags.com considers their "warranty" period.

Let me emphasize - I do not see how you can drop a warranty on something you never delivered.

I am not satisfied that the company will not replace the items in question and that they deny the original verbal (phone call) contact and their promise to make good on their offer. I think they have sloppy office procedures and have constructed a pattern of non-responsiveness which works to their benefit and to the deteriment of customers.

I wish to make a record of their poor service and attitude in this situation so that others will not wait patiently but will know that you have to write a formal, certified letter, return receipt requested, if your little CGC name tags are not promptly received. Waiting patiently will cost you.

I apprecieate Revdex.com's prompt service and your support in this effort.

Business

Response:

We can understand why the customer is unhappy with the situation, but recommend going forward for future orders - with any company - that if you do not receive your product in the lead time specified

to contact the business immediately and monitor the replacement. Waiting more than half a year to check up on the situation unfortunately is not a good way to ensure you receive your product and is unfair

to the company, since we assume, when we are not contacted, that all is well and the product has been received and utilized. It is also the customer's responsibility to be aware of the policies and procedures

of the companies they order from - the information is clearly listed on the website. If a customer would rather ask what those policies are, we are more than happy to share it. It is also a good practice to select

a shipping method that includes a tracking number, so the package status can be checked during the delivery period. Again, we are happy to offer the customer new tags at a discount, along with free shipping,

if she needs pet tags now. Please let us know if you have any additional questions.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9683707, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The company's response is not quite accurate.

I did call the company, in mid March, when the usual six to eight week delivery time for personalized items had passed. I talked to someone (I have no idea who it was) and was assured that new tags would be sent immediately. The conversation hinged on whether the mailing address had been correct, SC not NC. The individual was unable to tell me but said the address was clear on the order.

I had been patient the first time and having made a complaint I was ready to be very, very patient this time.

In the ensuing months I forgot that I had ordered the tags and it was only when AKC sent me some tags that I remembered my unfilled order from Go-Tags.

I am not satisfied with Go-Tags response and I will not withdraw my complaint. I want it on their record. If they think that they have acted in a proper manner then they can defend their policies but I do not trust them to make the tags in question and I would not advise anyone else to order from them.

Thank you for your efforts on my behalf. I really appreciate the work of the Revdex.com, in this instance and in all that you do.