The Posh Puppy Boutique

Hello ***,I understand this is very frustrating for youWe are not making excusesYour bank is responsible for you not having your refund as of yetPlease see the refund receipts attachedThis is also available on your account onlineIf we can be of further assistance, please let us know

Hello ***, I'm very sorry we are having to communicate this way instead of directlyI am very sorry that there was some confusion on your discounted price of the bed you ordered from usI wanted to make sure I understood exactly what happened and read through every email you and our customer
service rep relayed to each otherI read through the emails and nowhere in the email does our customer service offer you an additional 25% off to your already 20% offNot every customer uses coupons, and the offer of 25% off replacement items is what we offer to everyoneIn the email we sent you, we stated that if you’d like to choose a replacement item, then we would take 25% off of retail, we explicit, and purposely state "retail"When we say off of retail, this is so that the customer knows just how much of a discount will be applied to the replacement itemI have never had anyone confuse the “retail” price vsthe price they are paying for something after they’ve applied a coupon to their orderBecause this has never happened, for it to be “deceptive” is highly uncharacteristic of our practice of offering a discount for replacement items After you agreed to a new color, you asked on 3/when the item will be shippingWe replied and let you know it will be shipping by the end of the week, (by 3/17)We then emailed you on 3/letting you know the item had shipped out along with the tracking link You then asked on 3/if the refund had been handledWe replied with “The refund of $was made back to your Visa on 3/16.” This amount of $ended up being incorrect and we then applied the additional $You emailed us “I guess I am confused, I thought this was an agreed 25% discount? The order was over $200?”We emailed you the mathematical breakdown showing where the discounts were and what the final cost to you wasYou then forwarded the email where you are “explicitly” explaining “I would like a 25% refund on this productThe color was important, I will just cover the bed with a blanket.” This is what we offered youWe offered you 25% off of the retail price of this itemThere would have been no need for us to clarify this with you since that is what we offeredThe confusion herein lies what you assumed the retail price for the item was, not the actual retail priceWe would have cleared this up in plenty of time if you had any question about if the 25% off was going to come off of the retail price of the item or the already discounted priceAgain, this is the first time we have had someone confuse the 25% off retail offer so we felt no need to clarify this with youWe were giving you exactly what you asked for You are stating that “they now have sent the bed”, we sent the bed before you ever had any questions about what the discount wasI want to be clear we didn’t sneakily send you a product you didn’t wantYou also stated that we are unwilling to resolve this matter which we are not unwilling to resolve this with youWe are unwilling to give you what you expected to be a 45% discountWhen we stated we could not give you the 45% discount is when you stated you were going to file a chargebackAt no point have we been unwilling to communicate with you or work with youWhen our only option to you in this matter is to give you what you incorrectly assumed to be a 45% discount, that Is not us not willing to work with youIf you’d like to return the bed once you receive it, please email us and we will see what we can doWe don’t normally take beds back as returns but I’m sure we can work something out

I am rejecting this response because: again, infoAmazing, the lies...I was never once threatened to stop calling themActually I had advised that if they continued to contact me that I would have my attorney contact themAgain, I never requested to have my order canceledI want the collars that I orderedThey advised they had themI am willing to pay for the collarsAgain, because I have given their business poor reviews they canceled my order without my permission or requestSo if you do not know what you can do it is simpleShip the collarsI have attached the communications between myself and *** to prove that this company canceled my order without my requestThey canceled it after I already paid for it and they canceled it because they stated I was "rude"Which I was not, I simply advised them I would give their company a poor reviewI also advised the right thing to do is to at least discount an item or do somethingSince again, on their website it states 3-business days for delivery and 7-during the holidaysI was already at day I was not aware that a company had the right to cancel an already paid for order and refuse to ship because they didn't like my "attitude"? Yes, they did refund my money however since they now "claim" they have the collars I want them shippedI am willing to pay for themThis is only because I NEVER requested a cancellation of my order, and because this company needs to do the right thing by the consumer

Customer received merchandise by usps mail tracking *** delivered on December

I am rejecting this response because: It is quite obvious you understood my request for a 25% refundA refund is always something that is based on what is paidIf I go to a store to return a product, do they give me a refund based on what the item originally cost before any possible discounts or mark downs? Or do they give me a refund based on what I paid? Obviously the store would refund me on what I paid....not on the original retail priceYour argument is very sillyI did not correct your response emails to further ask if you understood what a 25% refund was, to me there was no other way to interpret a request for a refundIf I as you suggested wanted a total 25% discount, I would have asked for an additional 5% refund on the price of the bedThe original 20% had already been applied, why would I even bring up that discount as it had already been appliedI would not ask for it again?Why I truly believe you are deceptive is that the issue (or the amount) of the refund request was ignored when I asked about it in my response on 3/When *** told me the item had been shipped via email, the refund had still not been processed (this was a full week later.) I again had to ask *** if my refund had been processedShe then came back with "yes we processed a $(and some cents) refund." I immediately responded that is not the correct amountShe responded later in the day that the accounting department made a mistake and they were doing another refund of $(and some change.) I responded again this was not correct and I suggested we speak on the phone.Why the refund took a week to process and only occurred after the item shipped is something that really reinforces my belief that you planned to be deceptive all alongIf you had processed the refund immediately (within a day or so of the 3/email) upon there would be no issues at this pointI would have explained we did not want the wrong color bed for that price.*** responded quickly to my emails and callsBut the thing that *** can learn is to offer a sincere apology to the customerIt is not really that much money we are discussing here, but the real annoying issue for me is that I truly believe you felt that this was such a small amount of money that you could simply hustle me and get me to accept the product because it was already shippedThat bothers meI wish you had stood up and said "actually we agree that the communication was off and you as our customer are importantLets work to come up with a reasonable compromise to this situation." Instead I received a snotty response from *** stating I was the one that was at fault and that you were unwilling to do anything accept continually shift the blame to the customerAs explained the amount of complaints on Google and FB about her customer service skillsBut of course apparently we wont agree on that issue either.At this point please email me a return label for the package (which arrived today.) I will take it to a shipping center and send back to youThis is contingent on you providing a full refund upon receipt of the packageThe other option is a refund of the requested amount (25% refund of the $191.) I am not responding at length to any further emails, simply tell me which way you want to proceed.Regards,*** ***

Hello,I would be glad to help you but I have no orders under your name nor your email address you providedPlease feel free to email us at ***We have no communication from you whatsoever before this complaint

I am rejecting this response because:This Business never reached out to me to let me know the item was back-orderedRather, after ordering this product on Feb 26, through their website and the business collecting payment in full (without any mention that the item was out of stock) I reached out to their retail location a week later (no one answers their on-like be contact center) and was told the item was in the process of being shippedThree weeks after that on April I wrote this email:4/2/17Dear Posh Puppy,I paid for this pet carrier which was never shipped to meI contacted your retail location in California a week after placing this order to inquire about when I would receive the shipmentI was advised that the shipment would occur in the next weekPlease contact me as soon as possible at *** Again, I have paid for a carrier (see below for the order) that was never shipped to me. Please advise.*** ***2***I waited another two weeks for the shipment to occur to no avail and requested a refund on April With no email confirming the refund, I reached back out to them and received an email response indicating they were processing a refund on April On May with no refund in-hand I emailed them again and they advised me that they supposedly issued a refund on April (not April as they had previously agreed to on email)Then miraculously after I posted a poor review on Yelp (and filed this disbute a day later) the refund appeared in my bank accountThey are blaiming the refund delay on my bank, but as you can surmise from the details above, they were not diligent in addressing the refund on their end and failed to faithfully communicate with meI believe they withheld the funds until it was abundantly clear that they needed to mitigate my concerns before suffering further negative publicityThis business is unethical, disreputable and is not correctly stating the facts in this matter.*** ***

Good Afternoon, Thank you for taking our call and assisting us with a resolution/closing this case. We have refunded the customer and we are not willing to offer her a "store credit" for her inconvenience. We have cancelled the customers account with us after numerous calls, emails and chats with us on a daily basis demanding we give her something for her convenience.Please close this case as there is nothing left on our part to do. The customer order was shipped and all out of stock items were fully refunded. If you have any other questions, please feel free to contact myself or April Palmer, Director of Operations Thank you, have a great day!

I am
rejecting this response because: The company, Posh Puppy Boutique, has NOT issued a refund to my credit card regardless of what they have said. It is for this reason I have involved Revdex.com because the claims made by Posh Puppy Boutique. When they refund my credit card then we can resolve this matter, not until then

Hello [redacted],Everything that needs to be refunded has been refunded, at this point it is up to your bank and how long they process refunds. As I stated previously orders cannot be cancelled as outlined in our store policy available here-https://www.poshpuppyboutique.com/Posh_Puppy_Return_Policy_s/22.htm I have read through your communication with our representatives and although you have inferred our communication as snippy, I disagree. We have done everything on our part as far as finishing this order, refunding you for items you did not receive as well as discount your shipping which we do not usually do. I understand some things took too long to get to you. We have the estimated shipping time for items and we are at the mercy of designers, that's why all of our shipping times are estimates and not concrete. I do understand your frustration and understand not wanting to shop with us again. I am very sorry for the hassle and inconvenience. Your bank should be releasing your funds any day as the refunds have already been processed on our end. I do hope you change your mind and shop with us again but understand if you do not.

I am rejecting this response because: * On 3/10 I was contacted a week after I ordered and was informed the color I chose was now permanently unavailable. The CS rep sent me an email with which colors were available. We discussed the options and I replied with the below email on 3/10. *"I am not really loving the colors. I also could not find Sicilly Bone on your color chart? I Googled it, can you tell me if this is the color? http://www.luxurydogbeds.com.au/product-category/colours/sicilly-bone/ ...⇄ also am unsure about the sizing question below? Is the product I chose unavailable all together? I have a large 85lbs chocolate lab. This is the second bed I purchased from you, the previous one was almost 8 or more years ago. She loves that bed, so want to replace it as close as possible. I would like a 25% refund on this product. The color was important, I will just cover the bed with a blanket. Kind Regards,[redacted]  *The CS rep sent me back the following email later on 3/10: Hi [redacted], Yes that is the color in the link that you sent. Our apologies we don't have that on the site. It is out of stock in the Shaker Mojito color all together. The XL would be perfect for her. Did you want the Sicilly Bone Fabric? [redacted]Customer Service RepresentativePosh Puppy Boutique888-837-5230www.poshpuppyboutique.comcustomerservice@poshpuppyboutique.c...⇄ I once again responded on 3/10 with this email: I would agree to that color, if you could provide the 25% discount. The bed is expensive and it would have been nice to get the color we wanted originally. Kind Regards, [redacted]  *The CS rep responded with an agreement to the 25% refund: Perfect I have changed the color and applied the 25% off to the order. Again our apologies the original color is no longer available. [redacted]Customer Service RepresentativePosh Puppy Boutique888-837-5230www.poshpuppyboutique.comcustomerservice@poshpuppyboutique.c...⇄ my original email I was very specific in stating that I wanted a 25% refund. I assumed the rep understood the difference between a "refund" and offering me an additional 5% discount? I am not sure how this company can even justify not understanding my original email request. I explained the bed was expensive and if we took a color that was not what we wanted we would like a 25% refund. Their arguments have been silly to say the least, stating we thought a 25% refund request meant that you wanted another 5% off. If that had been the case I would have simply asked for an additional 5% discount. That is not the case.I gave you two days in which to resolve this matter. I received two emails and two calls from a less than professional [redacted] (you have many other reviews on Facebook and Google that mention [redacted] as an unprofessional CS rep.) On all occasions [redacted] told me on each occasion that you would not be willing to do anything beyond the 5% refund. I really felt we were fully done communicating regarding this issue and that is why I have filed a complaint. I think it is best to have everything noted through this process, so I would like to know what you want me to do at this point? Either you arrange a pickup of the bed (it will remain in original box) or offer the requested refund. Please let me know asap, as I am in the process of choosing another bed from another company. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I am rejecting this response because:I had originally placed this order on 1/20, called several times finally received a partial shipment weeks later, however; missing several items, because of inadequate packing, I had to prove the bow was never shipped, and you say you then shipped it to me at no charge, really thanks...Then you state an item was out of stock and you refunded it, "NO," I emailed 1 month later and canceled it!!!I was also left a terrible message stating I didn't receive my items because my American Express was declined, I have an unlimited American Express, and the charge went through the same day I purchased it which I will download a picture of my statement, I have to ask if April even knows what is going on????? I was also told I would get a $30 credit for all my troubles, no surprise that did not happen.I can only warn of my experience, so others can see and decide to do business or not.

Hello [redacted]I read all of the emails and you did receive a 25% refund on the bed. We offered that to you, you accepted it. The retail price for the bed you chose was $255.00. You paid $191.25 before shipping which is a 25% discount, and you refunded for the difference. As I stated previously, we thought we were also on the same page, as this is our general practice of offering this sort of discount for replacement items. We specifically state 25% off of retail, this is the list price for the item, and you paid 75% off of the retail price for that item. I understand there was some confusion, and this is the first time we have dealt with this, if it was a common misunderstanding with customers then we would consider rewording our offer since this is obviously causing stress for you, and very time consuming for you to repeat everything you've already stated and us state what we offered. We gave you exactly what we offered. What we did not do was give you a 45% refund which you interpreted our offer to be. At that point, the bed had already shipped. We would have gladly refunded you for the original item if you had not accepted the 25% off retail price. Brandi was very professional in all of her emails and answered you every time you had a question. Your interpretation of poor customer service seems to be derived from a misunderstanding in the verbiage of how a discount was offered to you for your inconvenience. Our intention was not to deceive you, or deliver poor customer service. If you'd like to return the bed, please contact our returns department.

I am rejecting this response because:All this business does is make excuses for their behavior. I do not wish to communicate with them further. I will let the Revdex.com know when I have received my refund. It is now going on three weeks since I placed the order, and still no refund. It is always someone else's fault:the bank, the designers, the mail system. This business refuses to accept their responsibilities to customers. I have never come across a business like this.

Customer received full refund and we cancelled order and shipment.  Not much more that we can do.Had to tell customer to quit calling and threatening us or legal action would be taken.  Customer continued to threaten us if we did not send her free items or she would go to Revdex.com.

Hello [redacted], Thank you for shopping with us. I am sorry that you did not have a pleasant experience with your latest purchase. Unfortunately, we did have to deny the return because it was a holiday item. We do as much as we can to inform the customers of the return policy by having it on the site...

under the page titled "Returns and Exchanges". We provide the sizing charts on each item to help minimize the need for returns. You are correct about each designer having their own sizing chart, as you had previously found out when you had to return an item previously. We have checked this sizing chart and it is correct. We do hope you shop with us again and will help you in finding the perfect item for you in the right size. Please email or call us directly (all contact info is on our Contact Us page), or use our Live Chat on the site and we can help you. Thank you.

Hello [redacted],I understand your frustration. We are here to help with sizing, on every item Monday through Friday, via email, telephone, and Live Chat in hopes to avoid returns because we know it's a hassle to return items. Because your item was a holiday/seasonal item it was not eligible for return as stated in our return policy. . When you checked out you clicked that you agreed to the terms and condition of your purchase. We stated the return policy on the website at the time of your purchase. We could have helped with sizing to avoid all of this. We were available to help you with whatever you needed as we've helped you before on prior purchases, we had the return information stated in our return policy at the time of your purchase, there couldn't have been another way for us to let you know about the purchase unless you called ahead of time and asked about the policy. We do everything we can do to let the customers be aware before checkout about our store policies so there are no surprises.

Ordered two shirts that both arrived on time and exactly as ordered, as well as a hamburger toy that also was perfect! Thank you! Great customer service and great prices!

I am rejecting this response because: what is stated by this business is a total lie. I asked what they would do to compensate me for the inconvience. They advised I already had a discount. I was looking for any additional compensation. Obviously they felt they did no wrong and where appalled that a consumer would expect something to compensate because their business didn't fulfill their end of the deal.  I used a 25 percent coupon. I ordered the item on 12/1. Their we site states 3-5 business days for orders and up to 7 during the holiday. I never under any circumstances requested a cancellation of my order. As my original complaint states. They cancelled it without my permission and rudely disconnected my chat. There are several complaints on [redacted] and [redacted] for these same reasons. After I dated I would file the complaint [redacted] sent several emails harassing me which I can upload. She called me a bully and stated the customer is not always right. I simply wanted my collars and I never stated I couldn't afford the 30.00 either. As a matter of fact I had already paid for the items and they cleared my card. So that makes no sense at all. This company does not want to own up to there mistakes. Additionally, I have yet to receive my credit back to my card for them cancelling my order. So now they have my money and I have no collars. This company is very unprofessional and the customer service is horrible.  The he fact is I paid for merchandise I never received my order was cancelled by the company without my permission because they where upset I asked for additional discount to some sort  I have yet to receive my money