K B C Dog Sports

Initial Business Response /* (1000, 5, 2015/12/16) */
To address the Revdex.com filed complaint regarding our product and the incident with one of our customers. The original damage reported to us by our client, we believe the kennels were run through with a forklift.
The shipping company quoted us a...

4-day shipping, this turned into 14 day shipping. We worked for days trying to track this package down and get it to our customer on time, this failed due to the shipping company being unable to locate the packages. We were suggested this shipping company by a freight broker, we have not used this company since this incident. At no point did we ever blame this on the customer. Our production time ran longer than expected, we chose the shipping company and we apologized profusely, refunded the shipping amount and promptly replaced the damaged kennel.
About a month later we received an email stating that she was having issues with one of the other units and demanding a full refund; giving us a three day time window by the customer to resolve this issue. We believe that a 3-day time frame was not adequate time to review the issues and we requested pictures of all new issues. Upon receipt of these photos over a two-day window, our customer was offered a full refund on our company's receipt of the products.
At this time, the customer then escalated her dispute to a claim with the merchant service company (PayPal). Since this claim has been escalated we then had to follow the instructions of the merchant service company, which is that we must correspond through their resolution center.
We have followed the steps required by merchant services. We felt that our customer had to go through a significant and unfortunate series of events and felt that the photos alone warranted a full refund on our receipt on the items.
If you are familiar with other kennel company's warranty policies; it is required by the company for the customer to return the kennel to be assessed for warranty and after being examined by the company they may or may not issue a refund or provide warranty work.
We have at no point refused to work with our customer on these issues, however at that moment it was in the merchant service hands during their investigation that was requested by our customer.
We can really only speculate what we think may have happened based on photos until we can examine the actual product and we are not interested in speculation; our customer has been through a lot at this point and is not interested in anything but a refund.
It was only 2 days from the original claim with the merchant services that our client then filed a claim with Revdex.com.
We since have contacted a more reliable shipping company and made arrangements (at our expense) with the local UPS store in our customers neighborhood. These arrangements were: client to drop off all merchandise at the UPS store (as is) and they would package and pallet the kennels for freight pick-up. We passed this information along to the merchant services department of [redacted]
We have been informed that the customer has dropped off the product and our trucking company has picked up the merchandise and it is in route back to our location. Once we receive the product the PayPal merchant services will refund 100% of clients' money.