Larson Systems Inc

Stone Mountain Pet Lodge does not manufacture or sell the equipment that Ms. [redacted] is referring to. We provide pet services and retail products. This complaint should not be assigned to us. We are a sister company to Larson Systems, which manufactures a line of products called Stone Mountain Pet...

Products. They are often confused. I am aware of an issue with Ms. [redacted]'s order. The pieces of equipment were delivered to her, and she contacted us to advise of damage on one of the items. We contacted the shipping company. They reviewed the shipment details, provided us with a signed document and statement that the package was signed for at the residence. They also supplied paperwork. This appears to be an issue with the shipment, so we have to go through a claims process with our shipping company, which can take up to 120 days. In the interim, Ms. [redacted] has moved from the residence, but left both pieces with the new homeowners. This adds a level of complexity to the issue because we can no longer send replacement equipment and pick up the damaged equipment at the same time. Of the items purchased (2), only 1 of the pieces is damaged, so it is unclear why she left both pieces behind and is asking for a full refund. A full refund is not reasonable. We have offered to replace the damaged piece of equipment, delivered to her new address at no cost to her, as all of our orders are custom made products and non-refundable but fully under warranty.  She refused this offer because she had left the undamaged piece of equipment at her previous residence and feels that only one piece of the equipment would not be useful. We are continuing to work towards an acceptable resolution because we feel we should replace the damaged piece, however; we should not be asked to replace the entire order or give a full refund for undamaged items solely because she left them behind when she moved.