Sierra BioScience

Review: Cat fountain is not safe as promised. I contacted the seller and got a replacement filter and still the water is dirty! contacted seller after receiving the replacement to get a refund because I was still not satisfied - all of a sudden they will not return any emails or phone calls! I want full refund! I paid almost $300 and they robbed me!!! They promise refund on their site and website states must contacted seller for approved refund or they will not accept it! It's a scam! They never returned my call after I left several messages for refund!! They just wanted to send replacement and then abandoned me once I asked for my promised refund! Desired Settlement: Full refund with shipping! Shipping was $60!!!! and the product is a scam!!!!

Business

Response:

Initial Business Response

Company's website states that the product purchased by customer (Perfect Pet Fountain) is non-returnable. (Note: The company's introductory model - Basic Fountain - has an unconditional 60-day return policy but customer purchased the more expensive Perfect Pet Fountain instead, which is non-returnable.) The shipping cost on customer's original purchase and replacement parts was free to customer. The customer was not charged for shipping on either the original purchase or the replacement parts. Product was purchased in July 2013, but customer did not contact company until September 2013 and then alleged that the ceramic basin was cracked. Company's website states that defective parts or parts damaged in shipping will be replaced at no charge if company is notified within 10 days of delivery, but customer waited 2 months to contact company. A new ceramic basin and new filters were sent to customer in September 2013 at no cost to customer, with a request that customer contact company upon receipt to ensure that parts were installed and working properly, but customer did not contact company for assistance and instead demanded a refund. Customer has never returned the product to the company, so no refund can be issued as customer still has the product in her possession, including the original product and the new replacement parts sent to her in September. Customer has submitted the dispute to her credit card company for chargeback, so no further action is needed as the credit card company will determine whether a refund should be given.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

That is a lie it was changed! N I read the step by step instructions n set it up according to the directions that came w the fountain. You dnt have to be a rocket scientist to follow the simple directions! That is NOT the issue!! The fountain is defective! HOW MANY TIMES DO I HAVE TO SAY IT'S SPITTING OUT BLACK JUNK INTO THE WATER!!! So basically this person is trying to justify not refunding money for a fountain that could have made my cat SICK and NEVER worked properly bc of a so called no refund policy???? So I am supposed to just lose $300 bc he is greedy for money? N clearly cAres NOTHING about cats like he claims!! It's disgusting! I sent it back! I have proof from the post office. I want full refund period!!! That is EVIL!!

Final Business Response

Consumer filed a chargeback with her credit card company on October 7 and the money paid by consumer was deducted from the company's Paypal account. Paypal has advised us that it is the credit card company's responsibility to pay the consumer and the consumer should discuss the matter with her credit card company as the company no longer has the money. There is nothing more that can be done by the company. Any payment by the company would constitute a double payment. As stated previously, the company's refund policy has been in place since 2009. The company did not go through the expense of revising an entire website just to prevent one person (consumer) from being able to return a product. Consumer simply did not read the terms before purchasing the item.

Barry is the best. Careful, quality-made cat fountains. Expected to last for years. Well worth the premium price. And they come with a two year warranty, twenty years on the ceramic basin. Very impressed!