Protective Pet Solutions

I am rejecting this response because:Ms *** and her firm use what's commonly referred to as the beat down your prospect method of salesOur original call on Sunday which seemed odd to begin with was met with her providing endless reasons why I should keep the order and not use Amazon Primethat is finein an effort to get off the phone and end the sale pitch for the other cone she wanted to send I reluctantly agreed she could send itI began requesting she send a UPS pick up slip for it the next day - before it ever arrivedI understand she wanted to wait to see if my other items fit but at the end of the day she sent me a tester at her expense and pushy I might add- I really didnt care if she needed two returns, I wanted it UPS picked up before my thurs surgery dateas per attached I got paragraph email replies from her- annoying when all I asked for was a UPS labelif they use USPS, they can get a UPS label as a small business it's just an excuse to get me to say fine I'll keep the coneI say no, pick it upI did not agree to a 1pm call - see email it says after 9am- any sales person can look at the time zone and note work hours they are PST I am ESTshe called me when I was on a conference call for work and after and exhausting process trying to get her to pickup a product I never ordered or wanted I simply informed her I had MINUTES for her to provide credit card info- not rude, unprofessional at allif anything defeated by horrid service, sales practicesand for what it's worth I've had more than a dozen people ask me about the visor the last weeks and I've told them all to order from Amazon and avoid PPS and *** ***e based on this horrid experience

Received an online order on Sunday, March 19, for an Optivizor from customer. Later that same day, received both a voice mail and an email from the customer requesting to cancel the order as she found the product elsewhere. Replied to her email and voice mail the same day letting her know it was not...

a problem to cancel the order as we do operate our business 7 days a week. Indicated that we would be happy to cancel the order but did however explain our company’s complementary consulting process on sizing/fit before and after a sale. She then replied back to us via phone, which resulted in her decision to keep the order as is and was appreciativeof the customer service we provided. As part of that discussion, we indicated a recommendationthat we offer to all our customers in order to ensure that in cases where there’s an urgent medical need for our products. We suggest an additional alternative product, our Novaguard recovery collar in case the Optivizor didn't fit. She was very positive about this offer and again appreciative.  Informed her that typically, a customer pays for the additional product(s) upfront but we made an exception based on the lengthy conversation we had with her about her dogs previous failed Keratotomy eye surgery per customer and that her dog’s surgery "did not take". Made an exception to send the additional products with no upfront billing as we sympathized with her and the ensuing complex $4,000 surgery scheduled for Thursday, March 23 with her black lab dog.  She understood that any additional product sent would either be purchased by her after she had a chance to try them on her dog to decide if they fit and she wanted them, or for those she didn’t wish to keep we had originally offered to email her a pre-paid USPS return label to send back and reiterated this fact on two separate emails to her. Explained to the customer that our company’s carrier service is USPS and was not able to honor her request for a UPS prepaid return label.  She expressed concern she didn't want to leave her post-operative dog for 10 days and we replied with a total understanding of that.  Let her know that we would extend the company’s return policy past the typical 14 days due to her circumstance and it would not be a problem.  Customer again requested several times that we send her a UPS label and schedule a pickup. We again responded to her via emails, that we don't send UPS but we do ship via USPS, exactly how she herself received her order from us.  Again, we let her know that our company only uses USPS as a carrier but were happy to send the label as soon as she would like to send it. Customer seemed to finally understand this and agreed to our plan to email her the label so she could send the package back after her dog’s post-operative period was over. She had then sent us an email on March 23 asking for us to call her Friday, March 24 after 9am so we could get her credit card information in order for her to purchase the 2nd Optivizor that she wanted to keep, which was the dart tint option. We had explained to her in previous email that since our website does not keep her credit card information for security reasons we could call her to get the credit card information for the other Optivizor. We had originally included the second Optivizor with her order per her request, so she could see how dark the tint was on that option.  She had decided she wanted to keep her original purchase of the clear tint Optivizor plus this second dark one, but didn't need nor want the Novaguard recovery collar.  Called her as requested on Friday, March 24 at 1 pm EST. Throughout the entire phone conversation, customers tone was extremely hostile, unprofessional, and she was loudly yelling throughout the call.  I politely asked her to please stop yelling but she refused to lower her tone at which time I informed her I was ending the conversation now and I hung up. It should be noted that before ending the call, the customer was told she could keep the Novaguard. She screamed she did not want it, so informed her she could then throw it away.  I was visibly shaken by her very inappropriate verbally abusive phone call and did not wish to have any further communication with her, to the extent we would give her the Novaguard product. We proceeded to charge her credit card for the dark tint Optivizor only that Friday, March 24 as previously agreed upon. She was never charged for the Novaguard. So as stated in that phone call, she can keep, discard or do whatever she wishes with the Novaguard product. Sincerely, [redacted]Protective Pet Solutions