The Sporn Company

Hello, This customer first contacted us on Saturday, September *** regarding a defective dog harness that needed to be replacedI responded to her on Monday, September *** and advised her of our
replacement procedure which includes emailing us a photo of the damaged itemThe next email received was on Friday, September ***, in which the customer stated she hadn’t received her replacementI responded and advised her that her replacement had not been sent as we had never received an email with the requested photosShe thought I was lying and demanded a refundI then advised her that our refund procedure requires mailing the product and receipt into our returns departmentOn Sunday, October *** the customer finally sent actual photos of the damaged item and a replacement harness was mailed out to her on Monday, October *** and delivered to her provided address on Thursday, October ***Please let me know if you need any further informationThank you

Review: 3 weeks ago I contacted info.sporn.com about a medium dog harness that was defective. I received emails from [redacted]

I recontacted [redacted] yesterday and asked about the replacement harness. She said I never sent the pictures. I sent 4 pictures. 2 of the harness and 2 of the package.

The package says they have lifetime warranty that I purchased from Walmart Oct 2014.

I resent the pictures and have received all my emails back 9/**/15. I tried to send them directly to infor.sporn.com and [redacted] and mail demon comes back to me. I have to send pictures one at a time from my phone. They are not on my computer to comply them and send. My cell phone has a different email address: [redacted] and infor Iwhite of this.

Iwhite say now since I have not sent pictures. I can pay and return harness. That is not noted on their clear packaging noting lifetime guarantee.

They say they do not receive pictures to bad we do not have to send a replacement. then they block my emails so again they do not receive pictures of their defective dog harness.Desired Settlement: I want my dog harness. medium and black on black.

Business

Response:

Hello, This customer first contacted us on Saturday, September [redacted] regarding a defective dog harness that needed to be replaced. I responded to her on Monday, September [redacted] and advised her of our replacement procedure which includes emailing us a photo of the damaged item. The next email received was on Friday, September [redacted], in which the customer stated she hadn’t received her replacement. I responded and advised her that her replacement had not been sent as we had never received an email with the requested photos. She thought I was lying and demanded a refund. I then advised her that our refund procedure requires mailing the product and receipt into our returns department. On Sunday, October [redacted] the customer finally sent actual photos of the damaged item and a replacement harness was mailed out to her on Monday, October [redacted] and delivered to her provided address on Thursday, October [redacted]. Please let me know if you need any further information. Thank you