Hot Dog Collars

Below is a complete detail of what happened with this customers order and our solution to fix the issue for the customerI am so sorry your order has not shipped as of yetOn 1/30/Vicki emailed you to let you know we were out of stock on the xxs Aqua t-shirtShe emailed again on the 31st She continued to email you on 2/6-2/and 2/You responded on 2/that you wanted to change to grey and if that was out of stock you would take blackYour order should have been updated and sent to the embroiderer that day but by then we ran out of grey and black as wellThe shirt has been cancelled as we do not have any color in the size you need available at this timeWe do not know when these items will be back in stock.As of this morning we have refunded your order in full through your Pay pal accountWe have also expedited the remainder of your order to the embroiderer and will have it back here tomorrow to ship Priority for you We hope that this resolution adequately addressed your concerns as your satisfaction is our top priority! While rare, these types of human errors do occur as we are still a small family owned and operated business here in NC and every order, every customer and every review make a big difference to usThank you in advance for allowing us to make this right! Again I am so sorry there was such confusion with this order

Initial Business Response /* (1000, 7, 2016/08/19) */
We sent this email to the customer on 8/at 1:and have not had a response-- We do appreciate you becoming a customer on 7/18/We are responding to all our your issues:
The collars do not fit: The size chart is listed on the website
that states the measurements for the collar
Production time: It states on the website: SHIPPING This Product typically ships within 3-business days of the order date, but may require up to 2-weeksThis processing time is in effect regardless of the shipping method selected at checkout
Returning or exchanging: RETURN OR EXCHANGE This is a personalized item and not available for return or exchange
All of this information is listed on the website at http://www.hotdogcollars.com/personalized-embroidered-dog-collar/#.V7SbXfkrJrQ so there is not any advertisement going on or negativity on our part
As per our phone conversation, we offered you a 50% store credit towards a future purchase as we felt that was going halfway with you on this issue and this offer still appliesThe store credit would be (total amount of the order)We can apply this credit to your email addressPlease let us know if you would like this credit as we are going above and beyond our policy to help you with this issue
Thanks and have a good day!
Initial Consumer Rebuttal /* (3000, 9, 2016/08/22) */
Their answer back to me was, no Exchanges or Refunds on personalized items
And their sizing chart is incorrect! They need to make it right
They used to be a good company, but since they are in N.CNow, they are not
I will never do business with them again or recommend them like I used to
Thank-You
***
Our Promise
We understand that sometimes an issue will ariseAll we ask is that you give us an opportunity to fix it
It is our ability to handle these issues to and beyond the satisfaction of our customers that sets us apartErrors and issues don't happen often, but when they do you can count on Hot Dog Collars to make it right!
For fastest response to questions, concerns, or comments, you can contact us here and we will respond within business day
OR call us M-F 9am-5pm ET at:
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--------------------------------------------------------------------------------...⇄ /> EXCHANGES
This page describes product exchange requestsIf you want to return a product for a monetary or store credit please see our return page here
If there is a problem with a product, please allow us the oportunity to resolve the issue and contact us here
For ID Tag Replacement under the Lifetime Guarantee, please see this page
All exchanges are handled through an RMA process, detailed belowDO NOT SEND PRODUCT BACK WITHOUT AN APPROVED RMA #Product sent back without an approved RMA # cannot be processed and will be returned to sender
EXCHANGE PROCESS
Log in to your account hereIf you checked out as a guest, please read the following, otherwise go to step
o Request a password here and then log in
Once in your account page, click Return/Exchange Request
Find the order you would like to return and click Return Items
Fill out the form and submit
Your exchange request will be reviewed and you will be contacted via email with an RMA #, typically within business dayThis email will contain additional instructions on how to proceed
IMPORTANT NOTE - All exchanges are processed via the provision of a full store creditYou will be notified via email and may then use the store credit to reorder the desired exchange itemOR you may simply hold the store credit and use for any item, at any time, and during any special sales eventHINT, use a coupon or special promotion on your exchange and you'll end up getting the exchange product for less :)
DO NOT SEND PRODUCT BACK WITHOUT AN APPROVED RMA #
All exchanges must proceed through these stepsAn efficient and orderly exchange process allows us to keep costs low to you, the end consumer
--------------------------------------------------------------------------------...⇄ /> RETURNS
This page describes product returns where a monetary refund or store credit is being requestedIf you want to exchange a product please see our exchange page here
If there is a problem with a product, please allow us the opportunity to resolve the issue and contact us here
For ID Tag Replacement under the Lifetime Guarantee, please see this page
All returns are handled through an RMA process, detailed belowDO NOT SEND PRODUCT BACK WITHOUT AN APPROVED RMA #Product returned without an approved RMA # cannot be processed and will be returned to sender
RETURNS PROCESS
Log in to your account hereIf you checked out as a guest, please read the following, otherwise go to step
o Request a password here and then log in
Once in your account page, click Return/Exchange Request
Find the order you would like to return and click Return Items
Fill out the form and submit
Your return request will be reviewed and you will be contacted via email with an RMA #, typically within business dayThis email will contain additional instructions on how to proceed
DO NOT SEND PRODUCT BACK WITHOUT AN APPROVED RMA #
All returns must proceed through these stepsAn efficient and orderly returns process allows us to keep costs low to you, the end consumer
Sent from Yahoo Mail for iPad
Final Business Response /* (4000, 12, 2016/08/23) */
We still stand behind our offer of a 50% store credit as that is our compromise to assist you with this issue

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.

Below is a complete detail of what happened with this customers order and our solution to fix the issue for the customer. I am so sorry your order has not shipped as of yet. On 1/30/18 Vicki emailed you to let you know we were out of stock on the xxs Aqua t-shirt. She emailed again on the 31st....

She continued to email you on 2/6-2/9 and 2/12. You responded on 2/14 that you wanted to change to grey and if that was out of stock you would take black. Your order should have been updated and sent to the embroiderer that day but by then we ran out of grey and black as well. The shirt has been cancelled as we do not have any color in the size you need available at this time. We do not know when these items will be back in stock.As of this morning we have refunded your order in full through your Pay pal account. We have also expedited the remainder of your order to the embroiderer and will have it back here tomorrow to ship Priority for you.  We hope that this resolution adequately addressed your concerns as your satisfaction is our top priority! While rare, these types of human errors do occur as we are still a small family owned and operated business here in NC and every order, every customer and every review make a big difference to us. Thank you in advance for allowing us to make this right! Again I am so sorry there was such confusion with this order.