Luckypet

At LuckyPet, we stand behind our products, and aim to make sure our customers have quality items for their petsThis is why we offer free replacements when items fail, and of course, if we make a mistake We offer these replacements as much as reasonably necessary, but we do set limits when needed to prevent misuse of the free replacement policy.In this case, the customer has purchased a total of embroidered cat collars from us over the years, but has received free replacement embroidered collars from us, and is now requesting more free replacement embroidered collars, a request which we've had to denyAn explanation of this most recent request and denial follows.The customer requests free replacements stating that the embroidery is in the wrong position on the adjustable style collars we most recently sent the customer as free replacement itemsBut we can confirm that when we took the order in question over the phone, we informed the customer that, depending on the size the cats' necks, and how small or large the collars needed to be adjusted to for each pet, the embroidery position would vary on the collars.Since these collars can adjust from inches in diameter up to inches, we do not promise that the embroidered name will always appear at the center of the back of any given pet's neck, as it varies by the size of the pet and how small or large the collar will be adjusted to.As offered earlier this week to the customer, we would be happy to make replacement collars with the specific embroidery placement request, for our very fair $redo fee (full price is $15.95), which helps to cover our costs for making the embroidered collars In order to ensure the pet names be centered perfectly on the back of each cat's neck, we would request the customer provide an exact measurement from the end of the collar to the requested beginning embroidery position for each pet, as the customer has determined based on how each collar fits on each pet(Please note that we are unable to remove embroidery from collars, as it is permanentAnd so we do not request the customer send back collars for re-embroidery as we cannot reuse customized items.)

We checked our records thoroughly, and have determined that that conversation happened after the customer received the order in questionThat conversation took place when the customer was calling back to ask for another free replacement order, the request which we had to denyAt the time of placing the order, there was no embroidery placement specifics discussed by the customer, and we informed the customer that the embroidery location could vary based on how the collars fit the pets.We are unable to send any more free items to the customerWe have sent an excess of free items already, a generous action which is above and beyond any requirement.If the customer would like to purchase any items, we would be happy to take the extra steps necessary to ensure the pets' names are centered on the back of the pets' necks, as long as the customer will provide us with exact measurements from the end of the collar to the embroidery start position

Complaint: [redacted] I am rejecting this response because: I gave the measurements and we had a lengthy conversation about the collarsIt is not my fault that their collars keep breaking on indoor cats with no claws whatsoeverI feel they should all be replaced at no cost because the names are clearly placed wrong after a lengthy conversation about the size of my cats' necksFurthermore, my newest kitten's collar ( [redacted] ***) has never had a free re-doSincerely, [redacted] ***

Complaint: ***I am rejecting this response because: Lucky Pets is not telling the truthI had a detailed conversation about where to place all the names and the size of their necksIt is apparent that Lucky Pets isn't interested in standing behind their products; therefore, I just want other consumers to beware of the way Lucky Pets handles businessI attached pictures to the original complaint and I would like them posted so consumers can see the issue I have with Lucky Pets. Sincerely,*** ***

Complaint: ***I am rejecting this response because: I was not offered a replacement tag of stainless steel or I would have happily accepted that, since the plastic tags are not very durable and continue to breakInstead I was told I was a liar and was treated with very little respect and rudeness I will take the replacement of the stainless steel tag. Sincerely,*** ***

We are very sorry to hear that the customer is not happy with our serviceWe do strive to provide excellent customer service and to stand behind our products
However, unfortunately we are unable to give out an unlimited number of free replacement tagsThe home page of our website
states:
"Lifetime Guarantee - Every pet tag we sell has a lifetime guaranteeAnd we will do what it takes to make you happyRead what our customers are saying about us on our Facebook page."
To clarify - the pet tag a customer buys is guaranteed, if something happens to it, we will send a free replacement tagIf something happens to the free replacement tag, we will replace it again, but we will recommend replacement with a different type of tag that would better suit the petIf the customer decides to stick with the same type of tag that is not working well for the pet, we cannot promise a free replacement a third timeThe lifetime guarantee does not mean unlimited free tags for the life of the pet.
Since the customer in this complaint has already received free replacement tags per each of the tags purchased in the last year, totaling free tags received in the last year, we cannot continue to send free replacement tags, especially since it has been determined that the plastic tag is not durable enough to stand up to the pet's activenessYesterday on the phone with the customer, we offered a stainless steel tag instead, and that offer still stands if the customer decides to go with this tag which would be better suited for the pet
We hope this explanation helps and are happy to answer any additional questions or complaints

We checked our records thoroughly, and have determined that that conversation happened after the customer received the order in question. That conversation took place when the customer was calling back to ask for another free replacement order, the request which we had to deny. At the time of placing the order, there was no embroidery placement specifics discussed by the customer, and we informed the customer that the embroidery location could vary based on how the collars fit the pets.We are unable to send any more free items to the customer. We have sent an excess of free items already, a generous action which is above and beyond any requirement.If the customer would like to purchase any items, we would be happy to take the extra steps necessary to ensure the pets' names are centered on the back of the pets' necks, as long as the customer will provide us with exact measurements from the end of the collar to the embroidery start position.

At LuckyPet, we stand behind our products, and aim to make sure our customers have quality items for their pets. This is why we offer free replacements when items fail, and of course, if we make a mistake.  We offer these replacements as much as reasonably necessary, but we do set limits when...

needed to prevent misuse of the free replacement policy.In this case, the customer has purchased a total of 4 embroidered cat collars from us over the years, but has received 7 free replacement embroidered collars from us, and is now requesting 3 more free replacement embroidered collars, a request which we've had to deny. An explanation of this most recent request and denial follows.The customer requests free replacements stating that the embroidery is in the wrong position on the adjustable style collars we most recently sent the customer as free replacement items. But we can confirm that when we took the order in question over the phone, we informed the customer that, depending on the size the cats' necks, and how small or large the collars needed to be adjusted to for each pet, the embroidery position would vary on the collars.Since these collars can adjust from 8 inches in diameter up to 12 inches, we do not promise that the embroidered name will always appear at the center of the back of any given pet's neck, as it varies by the size of the pet and how small or large the collar will be adjusted to.As offered earlier this week to the customer, we would be happy to make replacement collars with the specific embroidery placement request, for our very fair $8.00 redo fee (full price is $15.95), which helps to cover our costs for making the embroidered collars.  In order to ensure the pet names be centered perfectly on the back of each cat's neck, we would request the customer provide an exact measurement from the end of the collar to the requested beginning embroidery position for each pet, as the customer has determined based on how each collar fits on each pet. (Please note that we are unable to remove embroidery from collars, as it is permanent. And so we do not request the customer send back collars for re-embroidery as we cannot reuse customized items.)

Complaint: [redacted]I am rejecting this response because: I gave the measurements and we had a lengthy conversation about the collars. It is not my fault that their collars keep breaking on indoor cats with no claws whatsoever. I feel they should all be replaced at no cost because the names are clearly placed wrong after a lengthy conversation about the size of my cats' necks. Furthermore, my newest kitten's collar ([redacted]) has never had a free re-do. Sincerely,[redacted]