SnugglyCat Inc.

Complaint: [redacted] SnugglyCat IncInboxx[redacted] 11:38 AM (2 hours ago)to me Greetings,Below is our response to the complaint.——————————BEGIN RESPONSE——————————————On May 1, 2016, we were contacted by our customer stating that she felt her cat hurt it’s eye on our product....

Her first communication demanded we pay for her cats vet visit as well as reimburse her for the product. Out of concern for her pet’s safety we immediately took action to see what happened and how it could be remedied. We asked her to send the product back to us and we would reimburse her while we investigated it properly. For the record; our product is made of a soft polyester fibers, the same as in any clothing one would wear.The customer complaint states the cat ‘cut’ its eye. This statement is false. The cat did NOT cut it’s eye. The vet said upon arrival they ‘stained’ the cats eye to clean and inspect it. Upon cleaning the eye there was NO evidence our product was involved. I specifically asked if there was any kind of carpet fiber in the cats eye and the vet confirmed with 100% certainly that there was no carpet fiber in the cats eye, nor any evidence that our product was involved. The cat may have poked it’s eye on something, somewhere, but likely not our soft carpet (our largest complaint is that our product is too soft and floppy). The veterinarian explained to me that this particular cat is an outdoor cat; it scurries under bushes and other things. It is likely the cat poked her eye when playing outside. Upon coming inside the customer noticed the cats eye and thought it had just occurred which is the easiest assumption.The customer complaint also states that I mentioned I was going to contact my lawyer to deal with this. This is a FALSE statement fabricated for dramatic effect. I specifically stated we needed to contact our Insurance company to ask them what the necessary steps were in a situation like this. As a new company, we have never had claim against us, therefore we had no idea what steps were necessary to bring remedy to a situation with such a unique claim. It was necessary call our insurance to ask for guidance in handling this type of thing. We felt this was the most appropriate action to take given the circumstances.As stated prior, our carpet is made with Polyester fiber, the same material used to make a T-shirt or pillowcase. It is a very soft and pliable material. If one poked an eye putting a t-shirt on, would the t-shirt manufacturer be liable to pay a doctor bill?We were polite and responded to this customer in a timely, professional manner to each of her requests. It is our opinion that this customer is trying to extort money from us to pay her vet bill, using our product as the scapegoat. We feel her intentions are unethical in nature. The customer contacted us the very next day after delivery; is that convenient or planned? She also tried to use common pressure tactics and followed up with the standard line to garner pity on her that has become synonymous with this type of extortion (retired, widowed and living on a single income (this single line is used in thousands of extorting emails). A quick google earth view of the ‘ship to’ address reveals that she isn’t doing all that bad. It is not uncommon for people to use the internet to extort companies to pay them off to go away quietly. For large companies it is easier to pay a persons bill to make it go away. As micro business (husband and wife), we cannot perpetuate this behavior.We feel this customer is dishonest and her intention is simply to have us pay her pets doctor billWe have 100% refunded the customers purchase of our product upon receiving her returned item.We consider this matter closedWe will not offer further compensation to this customer.For Reference:On our packaging we have this disclaimer clearly written in bold type:SnugglyCat Inc. and affiliates do not offer guarantee or warrantyregarding performance and safety of the Ripple Rug. We feel that ourproducts are cat-friendly and safe. We will not be held in any wayresponsible for misuse, neglect, product tampering, or inappropriate useof the product on the part of the operator. If you find that your product isdefective, please contact us and report the problem.In addition, SnugglyCat Inc. shall not be liable for any kind of damage,whether direct or indirect, resulting from use of our products.To ensurethe safety of your pet, supervise your pet during play with this product.Always use top and bottom rug together, do not use top separately.Also be aware that your cat may be hiding from view, inside theirRipple Rug at any time.Below is the dialog from the conversations that took place via email with the customer in our attempt to bring remedy to the issue:Customer first contact:I received your ripple rug and got it out for my cat yesterday.She really liked it but, unfortunately, she scratched her eye on it. This has now cost me $179.77 for an emergency cat visit. I would like you to send me a shipping label to return this item and credit my account for the amount paid. I will also send you a copy of my vet bill for the emergency visit and medication.I believe that you should be responsible for this injury. You need to warn people about the possible injury thatcould occur when yourcat plays with this item.Fortunately for me I was right there when it happened, others might not be so lucky.Our Response:Hello there, good morning, I was sorry to read your email this morning. Please tell us how this happened? We have never had a cat be injured with our product as it is very safe for pets. We do have warnings printed on the inserts that explain that people should supervise their pets play for safety.As you are the first to have an issue I would like to make sure we address it properly. please forward me any information you may have. specifically how this injury may have occurred. I look forward to reading what you have to send us. we are always here for our customers.Please send me your info when you have a moment.Customer Response 1:I apparently happened by one of the slits on the cut out holes.Our Response:thanks for letting us know. please send us any information about it so we can help you as best possible.Customer response:It happened by one of the slits in the cut out holes.Please get back to me as to how you want to handle this situation.Our response:Please send us your information so that we can look into the matter further. If you would like a refund, please ship the product back to us. Upon return we will issue a refund. With regard to the vet bill, please forward on your information so we may look into it further. We care about our customer and their pets. we look forward to hearing back from you. how is your kitty today?Customer response:I have packaged the product up and will send it off later today or tomorrow.I will send a copy of my vet bill along with the product.My kitty's eye is still bothering her but she is beginning to leave it open longer and hopefully will have a full recovery. What other information do you need from me?Our response:i imagine that is all we need to look into the matter properly. glad to hear your kitty is on the mend. in monday and rainy here, our little one is sleeping happily on my chair.Customer response:Wanted to give you the tracking number:USPS Tracking # [redacted]xxxxxx, expected delivery Monday 5/9/16, cost $14.45.Our response:thanks for emailing. indeed our product is quite expensive to ship. your price was actually pretty good, we have had it as much as $17Customer response:Have you received the return of your product and my cat's vet bill?If not, please let me know as I want ot get this settled as soon as possible.Our response:i have not as of yet. it may be at our post office, we have to pick up those packages as they are about 20 minutes from us. we ar likely to visit the post office tomorrow hopefully it will be there. I will let you knowCustomer response:My vet called and I said it was alright to release information on Sophie.Now I need to know if you are going to reimburse me for the return of the product, shipping and vet bill. I reply this morning would be greatly appreciated.Our response:good morning. We have spoken to your vet about the matter. At the moment we have to investigate the issue further before any determinations can be made with regards to monetary reimbursement for your bills. I will issue you a refund for your Ripple Rug as it has been returned.We will follow up with you on this matter as soon as possible.Customer response:I need to know how you are reimbursing me and the amount as I have been in contact with my credit card company.Please let me know soon about reimbursement for my vet bill also so I will know how to proceed on this matter.Our response:Hello there,We will issue a refund of your Ripple Rug through our online store. You need not do anything, it will be automatically credited to your card in the next day or so.With regard to your vet bill; we are investigating your claim. We have reached out to your vet and our insurance company to follow the proper protocols. As soon as we know something we will let you know.Customer response:I will let my credit card company know but I believe you should also pay for my shipping costs. I do not wish this to drag on for very much longer with respect to payment of my vet bill and hope to hear from you by Monday at the latest.Our response:Good Morning, Happy friday to you. We hope your cat is doing well.We have been responsive to your requests and emails during this week. The tone of your messages are becoming increasingly aggressive for some reason. We have been investigating your claim as previously noted, we handle matter like this with the utmost care. The unnecessary pressuring for a decision, and near demanding a payment brings a level of questionability to your intentions. We have already stated we will reimburse your purchase price. Pending the outcome of our investigation, please wait for a final determination of your claim. Please be advised it will most likely not be resolved by Monday as you had asked. I have spoken to your vet at length about your cats injury. As indicated by your vet, there is no evidence our product had anything to do with your cats injury as there were no carpet fibers in your cats eye when your vet treated your cat.We will let you know the final outcome as soon as possible.Have a nice weekend,Customer response:I am sorry that you misunderstood my intent.I am retired, widowed and living on a single income.My cat is my baby.The amount I had to spend on an emergency visit to the vet will set me back and is causing a lot of stress to me at this time.I know this is not your problem but I sincerely believe that you should be responsible for the injuries that your product caused to my kitty.I guess I have always taken responsibility for my actions and do not understand why you are bringing an attorney into the mix.Our response:Hello, Ijust wanted to let you know I have not heard back from my insurance company about the matter. we are such a small company that we have to press them to return our calls. I simply wanted to let you know that we are working on things. I hope your kitty is doing well. As a matter of reference you are the very first return we have ever had on our website. You have broken our 100% perfect no returns ever record. We are a husband and wife company, not a big company, so it is all new to us as well. please bear with us as we figure out how to deal with this situation appropriately.The customer has not responded since my last message and filed this complaint with the Revdex.com in a further attempt to force us to pay her vet bill.——————————END RESPONSE----------------------------please let me know if you would like any further information.Fred ----Fred RuckelInventor of The Ripple RugSnugglyCat Inc.New York, USAph. 212 949 7449Pets before Profits - Proudly Made in The USA!Click here to Reply or Forward0.29 GB (0%) of 30 GB usedManageProgram Policies Powered by GoogleLast account activity: 2 hours agoDetails

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I would be glad to forward the emails directly to you if that would help so you can view the content that passed between.  Please proide me with an email address to forward them to as I am not good enough on the computer to attach them here.Thank you