Marilyn Muttroe

This is the first time I have ever made a comment about a businessThis person should not be able to run a businessThe order took over weeks just to process, and when I complained the status was switched to "will ship within hours"That was five days agoI called and left a couple messages that were never returnedWhen I did finally get a hold of someone she said she would check on the status of my order because I wanted to cancel my purchaseNever heard from her againShe talks over you, she's cocky and obviously not used to dealing with customersPlease stay away

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to...

perform this action and, if it does, will consider this complaint resolved. The business sent a money order dated 6/3/14 for a slightly less amount and it is resolved.  The owner said she just bought the business and all the problems are from prior owners. I feel the matter is resolved but that owner is a liar and a cheater.
 Regards, [redacted]

Thank you for the contact. This customer was paid in full via a cashiers check.

Review: I purchased a mohair dog sweater on Oct 24 2013 from Marilyn Muttroe. To date, I have not received the sweater which was charged to my visa card. I have repeatedly called and emailed. I have not received a phone call back but received one email stating the order 6087 was shipped. I asked them in another email when it was shipped and also when to expect it. So far, I have not received any response from them. It has been over 3 weeks and they remain silent. This is not the way a customer order should be handled. I have seen many complaints against this business most of which are delivery issues. Let the buyer beware for all future customers!Desired Settlement: I want my $34.17 credited to my Visa. If I do not receive my refund in two weeks, I. Will take whatever recourse is open to me.

Review: I purchased dog items from the store on line. The items were paid for by paypal. I received 4 out of 6 items. I have contacted the store several times and was promised the items but I have still not received them. I asked for a refund, but was not ginen a refund but was told the items will ship. I purchased the items in june of 2013.Desired Settlement: To stop this store from selling on line

Business

Response:

I do see there are two items on back order - we will be happy to offer a refund to the customer for the two items.

Review: I order a Yellow Dog Raincoat on May,1,2013, Marilyn Muttroe took the payment out of my PAYPAL ACCT. ON THE 2ND OF MAY 2013. 7-10 BUSINESS DAYS IS WHAT THE SITE SAID I WOULD RECEIVE THE ITEM. Around the 2 week I sent an E-mail asking where my order was since they had not sent a shipping conformation they sent me an e-mail on May 20th 2013 that it was on it way an the delay was do to popular demand, but never did I get a e-mail telling me that! So I have called several times and finally in the first week of June I don't remember the exact day because of all the waiting I spoke with a [redacted]. She said she would get right on it and then told me she would send something EXTRA for my Troubles. It is NOW June 10th and I have called the PayPal Co. and reported NONE RECIEPT OF ITEM. they are filling a complaint as well. Please tell people don't use this COMPANY they are not an honest business.. thank you [redacted]Desired Settlement: Give me my ordered item or my $$ back !

Business

Response:

To whom this concerns,

Ms. [redacted] was completely refunded including shipping on June 14, 2013. We even requested that she keep the item and donate to her local shelter. The tracking number USPS [redacted] is for a replacement shipment to Ms. [redacted] of which the initial shipment shipped to her was - as she states, not received. Ms. [redacted] was made contact with and was sent all information once she was refunded. She is in knowledge that she had been refunded. As of June - [redacted] has been newly purchased by another and are no longer affiliated with the Buena Creek location.

Refund Transaction ID [redacted] for 27.28

Transaction ID

Parent Transaction ID

Payer E-mail

[redacted].net

First Name

Last Name

Street

City

Country

Gross Amount

-27.28

Fee Amount

Settle Amount

Tax Amount

0.00

Payment Status

Completed

Payment Type

instant

Pending Reason

None

Seller Protection

Ineligible

Payment Date

Fri Jun 14 15:19:50 2013

Review: I placed an online order with this company, Marilyn Muttroe back in August. Having placed the first order, I placed a second order a couple of days later. The first order was around 130 dollars and the second order about 30 dollars. After an extensive wait I finally received the second order but not the first. At this time I called this company and had to leave a message. No one is ever available to answer the phone. I did receive a message back saying that I should receive the other 4 items by Tuesday following Labor Day and that if I did not she would watch the order and send it out to me again. Today is sept 6 and I have been calling and leaving messages with them for 3 days with absolutely NO response from anyone. I needed these items no later than Monday sept 9. I have waited forever for my order as well as for a call back from this company. The recorder you speak with states you will get a call back same day or next day. I have yet to get a live person or my merchandise. I do hope you can help me resolve this issue. Thank you - [redacted]Desired Settlement: I would like to have my items overnighted to me along with a phone call from these people. I order from many other online merchants and I have never seen such poor service as I have experienced with Marilyn Muttroe. If they are not going to send my order in a timely fashion I want my money back overnighted as well. I feel I have waited long enough.

Business

Response:

To Whom This Concerns,Marilyn Muttroe has been closed for a

trade show since August 26 and up to today. We have this stated in large

and bold print on our site for customers to view. I do apologize if

this customer was not able to be in contact until today, we have our

hours noted on site and again in large, bold print the closure dates for

this trade show.I have checked her order and she has been sent a USPS tracking number for the remainder of her shipment. USPS [redacted]. Her other order has USPS [redacted], showing as delivered.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me as long as I actually receive my remaining items. I do however find it interesting that I received a call from this company on aug 30 at which time they were supposedly at a trade show. In addition I feel that it is very bad business to shut down an entire company including shipping and order fulfillment to go to a show. I feel strongly that there should be some employees remaining to assist customers including answering the phone. I will wait for the business to perform this action and, if it does and I receive my order in a timely fashion I will consider this complaint resolved. When ordered on aug 10th I needed these items by sept 8th. It is now sept 11, a month later and I still do not have the items. I certainly hope I get them by Friday as I will be leaving town with my pup for a show that the items were to be used. This is why I requested the order be shipped overnighted to me. I feel I have waited more than enough ( over a month ). I have a tracking number which continues to show no activity. I just pray now that I will get my stuff soon. This kind of thing is really disheartening as it is a cute site with what appears to be quality items. I hope I find this true because there are so many excellent sites to get wonderful things for pups that the customer service and shipping is impeccable. I wish I could say this about Marilyn Muttroe. Hopefully they will make this right. Thank you for your time and effort. Please keep me posted.

Regards,

Business

Response:

Ms. [redacted],

You surely will be receiving the remainder of the one order of two orders that you placed. I do see that the one order, #[redacted] was delivered in full to you. Regarding our contacting you while at the trade show. We were on a skeleton crew for only so many days while the majority of others were at the trade show. We did place on our site in large, bold print that we would be closed from August 26th until September 9th so that our customers would be aware.

Best Regards,

Marilyn Muttroe

Review: On 2/11/14 I placed an online order ( order #[redacted]) with MarilynMuttroe.com. I ordered 2 dog apparel (dog shirt / dress) totalling $37.62. Before I got the order I placed another order on 2/28/14 (order #[redacted]) totalling $20.40 for one item, a dog tank top. In early March I received one item from the first order (order #[redacted]), the floral spring dog dress for $18.86. I called and left a message and in few days I received a phone call from a woman who said my missing item (ruffled pink by ruffled priced at $19.80) would be in my next order, order #[redacted]. I never received those items and called again and left a message, no response in late March. I emailed approximately three times with my inquiry on 4/22/14 asking the status of my order, I got a reply on 4/28/14 from a "Lisa" she will be taking care of my refund for the two items that I did not receive. If I have any questions, plz don't hesitate to contact her. Last week I emailed Lisa asking when I could expect the refund. No reply as of yet. I have left messages on their voice mail and on their Facebook. No reply. Is there anything you can help me with? Thank you, [redacted]Desired Settlement: I want a refund from this company.

Business

Response:

Thank you for the contact. This customer was paid in full via a cashiers check.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. The business sent a money order dated 6/3/14 for a slightly less amount and it is resolved. The owner said she just bought the business and all the problems are from prior owners. I feel the matter is resolved but that owner is a liar and a cheater.

Regards, [redacted]

Review: A returned item was shipped back to this retailer on December 30, 2013 and was delivered on January 2, 1014 and I have yet to be issued a refund (They mailed me the wrong product). I have called multiple times and have only been able to reach a voicemail and my calls are never returned. The amount of this refund should be $38.62 and this is for order [redacted].Desired Settlement: To be issued a refund for $38.62 since the retailer sent me the incorrect product.

Review: I ordered a sweater for my dog on Oct 7th. I was charged properly, but a month went by without any word on where my order was, or why it had not been shipped. I began calling and leaving messages, being kind and just asking for a call or email back to let me know what was going on. I have called at least 30 times. I have left messages, sent emails and recieve no response. Then I got a confirmation email my order had been shipped, but has yet to arrive at my house. Still no responses though I keep trying to contact them. I called them today and left a message letting them know I would be in contact with you, and if it was not a fake website to please just call me back! No matter when you call the phone number, or what extension you choose, it has you leave a message because you are apparently calling after normal business hours, even when you're not. Pretty fishy, and now I'm out $32 and a sweater I really wanted for my dog. Please help me, and help this awfully disappointing experience never happen to anyone again....thank you!! [redacted]Desired Settlement: I'd like my dog sweater and an apology, but at least my dog sweater :)

Review: I ordered a small pet carrier on 10/7/2013 and my credit card was charged immediately for $153.29 on invoice number [redacted]. The bag I received was a large (I have a 3lb dog). I immediatly called and was told the small was no longer available and they would send me a return label. After several emails and phone calls I finally received a return label in Decemeber. I immediately returned. I called a couple of times and finally confirmed they received my item back. On 4/28/13 I received another charge of $153.29 instead of a credit. I called and spoke with [redacted] (whom I have spoken with before) and she said it was a mistake and will be taken care of. I have checked my card several times and no credit has been issued and they are no longer returning my calls.Desired Settlement: I want both charges credit back to my card immediately for $306.58

Review: I ordered a dog coat in early July. When I received it it seemed too big. I decided to order a smaller size and decide when I received it which to keep. I waited and waited for the second coat and it didn't arrive. I called the company several times before someone called back. They said they would send one out. When I received it I decided this was the size I wanted. I sent the first coat back but because they took so long to send out the second coat I couldn't get a credit back to my credit card- I only could get a store credit for my return. I never received anything telling me this so I called them in early October and spoke with [redacted] who said yes they received it and I had a store credit. I called back around October 23 and spoke with left a message that I wanted to order something with my credit. Again they never called back so I called back again and spoke with [redacted]. I told her I wanted to order a Christmas dog dress. I gave her the information and she said she would send it out. I never received any type of confirmation showing it was shipped and never received the dress. I have probably left at least 10 messages to inquire about where my dress is. No one has called me back. Now I see all these complaints against this company and realize this is how they do business. If I treated my customers like this I would be fired. I cannot believe they are in business if this is how they do business. I will be sure to tell my daughters friend who recently moved to San Diego and has a dog to never ever deal with this company. Hopefully we can get it out on [redacted] and [redacted] to warn people of this sham of a company.Desired Settlement: I would either like the dress I ordered now- not in 3 weeks, or a refund of the store credit.

Review: I placed an order totaling over $200 with this company a month ago for 9 different items of clothing for my little dog. As of today, I have only received 3 of the items, and this company will not give me updates as to when the other items will be shipped. They sent an email on the 27th with incorrect information and they are stating that my order is complete and it is NOT complete! I have left numerous messages and they will not even give me the courtesy of a phone call. I have no idea when or even IF the other items will ship - this is the worst customer service I have ever received from any on line order I have placed. It has been a month now, and they will not even communicate to tell me when I can receive the other itemsDesired Settlement: I want them to either give me an approximate date an d shipping information as to when I can receive the other 6 items - and if they cannot promise delivery in the next few days, I want a refund for those 6 items and I want that credited back to my credit card. I never ever want to do business with them again! I honestly do not know how they are still in business!

Business

Response:

To Whom This Concerns,[redacted] has been closed for a trade show since August 26 and up to today. We have this stated in large and bold print on our site for customers to view. I do apologize if this customer was not able to be in contact until today, we have our hours noted on site and again in large, bold print the closure dates for this trade show.Regarding this customer, she was informed that her order has a specialty item that does not ship until the middle of September. This is also in large, red bold print on the site of this specialty item for her viewing. She purchased a $4.99 shipping with her order, but we obliged and shipped out a majority of her order, so it would not be held back due to her specialty item. The two tracking numbers are both USPS showing delivery. USPS [redacted] and USPS [redacted]. We can charge her another shipment charge if she would prefer to have us ship another shipment. Please advise.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am responding to an email I received from you regarding the above complaint with Mailyn Muttroe, This has NOT been resolved - I still do NOT have 5 out of the 9 items I ordered from them - their response to my complaint was not correct - they had NOT been communicating with me, would not return my calls, etc.,I sent them another email listing the exact items outstanding and asked for an update since the order is almost 60 days old. The only response I got back was that they noticed several items are still outstanding and they either have shipped or will ship soon. They did not reconfirm the items I had listed, and once again gave me a very vague answer.This is the worst company I have EVER dealt with - they should not be allowed to even run a business!! Their total lack of professionalism, their lack of communication, poor customer service, and ridiculous delivery times is appalling!!I have NEVER dealt with a company as bad as this one!!! NEVER!!

Regards,

Business

Response:

Thank you for the update. The customer has been informed via email that we are going to fill her order - of the remaining items that did not ship initially once they are available to ship. This customer will be made whole.

Review: We order product [redacted] for our dog on Dec 14th. Payment went thru but haven't received item yet. Have called on several occasions to the business with no response. It takes you to voice mail and never returns a call. Also Have e-mailed several times with no response.Desired Settlement: I would like a refund this is very poor customer service

Business

Response:

Thank you for your email - customer took delivery of this order almost two weeks ago. USPS tracking number [redacted].

Review: On 09/26/13 I placed an order for one dog sweater, order #[redacted]. I paid with my [redacted] card and was charged $44.58 for the product. I called the company several times to inquire on my order which I had not received. I never had any call back from the company until I received an email on 10/07/13 telling me that my order had shipped. It is now 10/22/13 and I still do not have my product that I ordered. This is literally the worst company I've ever ordered from. I honestly don't know how they stay in business. I want a full refund of $44.58 because I have not received the product that I ordered. Through social media I'm going to tell everyone I know about this place and what they did to me and warn them to not purchase from this company.Desired Settlement: I want a full refund of $44.58 for product that was ordered and never delivered.

Business

Response:

Thank you - her tracking number is USPS [redacted], it shows via the USPS website as, "Out For Delivery" today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

I finally did receive the dog sweater that I ordered. I still would never do business with this company ever again.

Regards,

Review: I placed an order for Two (2) Hip Doggie pink dog collars on 5/15/2016 at $73.49.

Right after the order was placed, I contacted the seller to ask if the size could be changed to Large (from XL). She agreed to the change, and I received One (1) collar on 6/5. I contacted the seller many times to inquire the status of the 2nd collar. The last communication I had with seller was on 6/13. She said the product was back ordered and she would get back to me on the same day.. Since then, no matter how many times I contact the seller via e-mail or voice mail, no response from the seller.Desired Settlement: I want refund for the second collar

This is the first time I have ever made a comment about a business. This person should not be able to run a business. The order took over 3 weeks just to process, and when I complained the status was switched to "will ship within 24 hours". That was five days ago. I called and left a couple messages that were never returned. When I did finally get a hold of someone she said she would check on the status of my order because I wanted to cancel my purchase. Never heard from her again. She talks over you, she's cocky and obviously not used to dealing with customers. Please stay away

Review: On Wed., Sept. 9th, 2013, I placed an order for 5 pet clothing items. I have received only 2 items. I have contacted them on numerous times by email and phone and have had only one email from them. In the email on Oct. 8th, they told me that my order has been shipped. I have left phone messages but haven't received a response. Please help!! These items weren't cheap and I would like a refund by check as the account that I paid for the items with has been closed.Desired Settlement: I think this business should refund my money or send me what I ordered!! It should never take a month and a half to receive an order.

Business

Response:

Thank you for the email. This customer has been a customer of Marilyn Muttroe since January 30, 2013. We are away at this time at a trade show and will be back in town next week. Our closure days are specifically stated on Marilyn Muttroe' site (see Closure attachment). We will be happy to refund to this customer if she wishes once we return. Her refund is not due in the amount of her request. The breakdown can be seen in the Hammond attachment. She used a 10% discount on her order, making her refund in the amount of $70.65 - $ 7.065 = $63.58. Please advise as to what the customer would like, a refund, or her back ordered items being shipped once they come in.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

I agree to a refund in the amt. that they have stated but the facts aren't correct. I was told that the items had shipped on Oct. 9th. Apparently this company is not truthful with what has shipped and what is backordered. Nowhere in my emails is a response of any of the items being on backorder. Please send a check.

Regards,

Business

Response:

We will be happy to send a check. In regards to the shipping on this particular order, we can only go by what our ware house states. This customer has ordered numerous orders from Marilyn Muttroe, unfortunately this order had problems and we do apologize. We will ship out a check for the customer.

Review: Purchased ( $65.20 ) K9 Optix (doggles) with silver frame and smoke lens and Sherlock Hound Dog Costume from Marilyn Muttroe on Aug. 11, 2013. I have yet to receive shipment to date, Oct 15, 2013). I did receive a wrong order with Pink Lens for female dogs vice Smoke Lens I ordered. I have tried calling several times with a message of "business is closed", even during working hours, and ended up finally able to leave a message on their voice messaging. Someone finally called a week later informing me they would be sending out the correct doggles order the next morning and to keep the wrong order for my troubles. The correct doggles were never shipped out. I sent email out Aug, 28, 2013 in regards of my purchase that have not received shipment and asking what hold up was and that at one point a customer rep. did call and said they would be sent out the very next day. Sept, 9, 2013 I recieved an email stating the Doggles were on back order and would be shipped out soon as they came in. A month after purchase and their web site states 7 - 10 business days. I replied with an email asking if they were serious since it had been a month since purchase date and was told they would be sent out next morning by a very nice women on the phone. And I felt I was lied to(well I was) since it was so long since purchase date, and that I noticed on the "wrong order" she had purchased them from a Doggles Comp. with less cost and less shipping cost. She threaten me they would refund since I could find them cheaper and that it was a nice gesture they allowed me to keep the wrong order doggles. They never did a refund. Instead, I am still left hanging and waiting for my purchase of both the doggles and dog custome. I have sent numerous emails with no replies since then until last week. Sent email out Sept 16 and Oct 8th once again in regards to my order with no reply. So I have sent them email seeking a full refund if purchase had not been delivered within a week. A week has past and no email reply nor my order, nor a refund. Sadly I have resorted to sending in a complaint with Revdex.com.Desired Settlement: Full amont refund of the entire purchase of $65.20.

order number [redacted]

Date Sun Aug 11 08:52:59 PDT 2013

Payment MasterCard

Name Code Qty Each Options

--------------------------------------------------------------------------------...⇄ />
K9 Optix™ with Silver DOSGMT-18 1 14.85 Size = Small

Frame & Smoke Lens

Sherlock Hound Dog pamp-0129SH 1 52.05 Size = 4 (+3.00)

Costume

Subtotal 66.90

Coupon discount (summer) -6.69

Subtotal 60.21

Shipping 4.99

Tax 0.00

Total 65.20

Business

Response:

Thank you for the information. Regarding the customer. Below you will find the order numbers and information regarding each. On one order, the customer is still waiting for a special order item (1) Sherlock Holmes Costume. All seven orders have been filled with the exception of one item (the special order item) on one order.

1) [redacted] delivered 8/6/2013

2) [redacted] delivered on 8/22/2013 and USPS [redacted] delivered on August 21, 2013

3) [redacted] delivered on August 22, 2013 and requested EXCHANGE for this order [redacted]

, customer was not charged shipping for her exchange in the amount of $4.99 and that cost to us was applied to [redacted] for a pair of Blue Framed glass by Doggles that she has available on store credit. Customer was shipped one of the glasses in an incorrect color (the blue glasses), but we allowed to keep the glasses at no cost to her in addition she was given store credit for the blue glasses. She has a store credit in the amount of $17.99 - $4.99 shipping - totaling store credit of $13.00.

4) [redacted] Drop Shipped via Doggles warehouse - delivered to customer. DOGGLES DROP ORDER # [redacted] This is the order she has that is a special order. The costume is due to ship next week. Customer knows via the website that "Costumes BEGIN to ship in the middle of September". There is not offered a precise time of shipping.

5) [redacted], delivered August 22, 2013

[redacted] delivered August 28, 2013.

Where it stands with this customer is , she is due store credit in the amount of $13.00 (blue glasses $17.99 minus the shipping charges of her fireman costume exchange of $4.99 not charged to her, hence a total of $13.00 store credit. Her costume that is special order will be shipping next week.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY] The order for both the Sherlock Holmes Hound Dog Costume and K9 Optix Silver Framed Smoked Lens was ordered back on August 11, 2013. The sight says 7-10 business days. Then I was told it would be sent out in September. Where it is now October and still I have not received either order. I have sent out several emails in regards to this order with only one reply stating the Doggles was a back order and that they would send them out when received with no approximate date or when they might be sent out. I want a total refund of $65.20 for my order.