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Thundershirt Reviews (2)

This company advertised "satisfaction guaranteed" and that a full refund. Now they tell me I can only get a store credit at the dog store. Thundershirt, grey Medium. Item XXXXXXXXXX. Price $39.95Desired SettlementI want a "full refund" as advertised. I do not want to pay extra for shipping.Business Response /[redacted]/Contact Name and Title: M [redacted] CS ManagerContact Phone: XXX-XXX-XXXX x [redacted]Contact Email: [redacted]@thundershirt.comThundershirt Company offers a 45day money back guarantee. Our return policy indicates that the customer must return the product to the original place of purchase. Ms [redacted] contacted us regarding her desire to return her product. We explained the return policy, we also offered to contact the place of purchase on her behalf, since there was not a monetary transaction between Ms [redacted] and Thundershirt. There was no response from Ms [redacted] in regards to that matter. We have also attempted to contact her, via email, explaining that we will accept her return but she will have to mail it back to us. In order for the return to be processed Ms [redacted] must provide us with proof of purchase along with the item that is being returned.

I purchased a Thundershirt for my dog as it is clearly advertised on the packaging as "the best solution for dog anxiety" and their packaging also specifically lists "crate anxiety" which is what I was trying to resolve. The packaging, which is a very elaborate box with a flip open panel, lists everything you think you need to know about the Thundershirt. It lists all the uses, testimonials from veterinarians, how it works, selecting the right size and most importantly it clearly states "100% satisfaction guaranteed on the front of the box and on the back of the box it further states "Satisfaction Guarantee! If for any reason Thundershirt isn't the right solution for your dog, return it within 45 days for a full refund of your purchase price." Thundershirts are evidently sold on-line directly through the company and in some pet stores. I purchased the Thundershirt from [redacted] & [redacted] in [redacted], NC. An employee there pointed out the 100% satisfaction guarantee and said "you have nothing to lose, return it to the company if it does not work". They had a Thundershirt out of the box and on display so you could see it as they do not want other boxes to be opened. The Thundershirt did not work at all for my dog. I called Thundershirt Co. directly to find out how to return it to them and they advised they only offer refunds if purchased directly through them and not one of the retailers. No where on the outside of their packaging do they state that policy. They said it is stated on the back side of the fitting instruction paper which is inside the box. You do not see this paper until after you have purchased the item, taken it home and opened the box. The employee at Thundershirt told me to get my refund from [redacted] as they are the ones that received my money. I contacted [redacted] and they told me they do not offer refunds on anything purchased in their store and the 100% guarantee is directly through Thundershirt, not them.Product_Or_Service: ThundershirtDesired SettlementI believe I am owed a total refund of my purchase price of $40 plus tax. One of these companies need to be held accountable for the advertised 100% Guarantee. The packaging statements are very deceptive. All terms of that guarantee should be listed on the outside of the box. [redacted] shouldn't point out the guarantee to make a sale if they don't know the return policy of Thundershirt Co.Business Response Our Thundershirt return policy states that items can be returned to the original place of purchase within 45 days of the purchase date. The customer purchased the Thundershirt from [redacted] in [redacted] NC. We have contacted the vendor regarding this matter and have pasted the statement below.She bought the Thundershirt on a Sunday (Feb 21st) & called to return it less than a week later, saying it did not work for cage anxiety for her dog. Plainly, she had not followed the instructions about how to use the product, nor had she given it enough time to be effective. She spoke at length to the same employee who sold her the Thundershirt. I was away from the store at the time. The employee asked her to call back on Monday (which would have been Feb 29th) to discuss the return with me.I spoke with this customer at length about this when she called on March 1st. I told her that our store policy - which is clearly printed on the receipt - is no cash returns. Returns are for store credit only. I told her that I would be happy to take the Thundershirt back & give her a store credit or that she could contact ThunderWorks & get her credit there. She was dissatisfied with my response & said she had spoken to someone at ThunderWorks who said that you would not honor the cash return since it was bought through a retailer and that I would have to give her her cash back. At that time I was unaware of your policy regarding customer returns.We ended the conversation amicably, and the customer said she would come by the store to return the Thunder Shirt. I did not get any contact information from her as I expected her to come by to make the return. That same day, I called & spoke to someone at ThunderWorks who informed me of your policy regarding returns. Even though our store policy is no cash returns, I am bound to honor the agreement with ThunderWorks. The customer never came by the store to return the ThunderShirt. Instead, she disputed the entire charge to her credit card, not just the price of the ThunderShirt.My credit card processor contacted me about the dispute in March of this year. I have attached the Word document of my response to the dispute. The credit card processor apparently sided with me on the complaint as my account was later credited the original charge.To my knowledge, the customer never has returned to the store to bring the ThunderShirt back. I was prepared to make an exception to our return policy & refund the purchase price of the ThunderShirt. However, I never have had the opportunity.Unfortunately the transaction was not between Thundershirt and the customer and we are unable to process the refund. At this time the customer may contact [redacted] to see if they are still willing to process the return, as the customer never returned to the store.Please feel free to contact us if you have any other questions or concerns.Consumer Response In answer to the response from Thundershirt, their return policy which is printed on the back of the fitting instructions which are INSIDE the box state:"If you purchased your Thundershirt directly from Thundershirt Company, please visit www.thundershirt.com/returns. If you purchased your Thundershirt from another retailer, please contact them directly. Thundershirt Company is unable to process returns or exchanges for product purchased from another retailer." No where does it state that it CAN be returned to the original place of purchase and that said retailer will honor the 100% guarantee. The only reason I contacted Thundershirt about the return is because [redacted] told me they do not offer refunds. I feel the wording on outside of their packaging regarding their 100% satisfaction guarantee return policy is very misleading and deceptive and they should change it.In answer to the response from [redacted], I state as follows:Yes, I did purchase the Thundershirt on Feb. 21st and I did contact their employee, [redacted], within less than a week to say it did nothing to ease my dogs crate anxiety. I certainly did follow steps 1 thru 3 as listed on the instructions. I even had an on-line chat with Thundershirt Co.to inquire about the "How It Works" link for information on recommended training programs and was advised that link had been removed. I did not keep the shirt on my dog longer than the recommended time, I first gave him treats on the shirt as they suggested as well as made sure "our human smells" were on the shirt as suggested. I used this shirt on my dog two times a day for about 5 days and realized it did nothing for his anxiety. He was biting at the bars of his crate, chewing up any type of bedding I had in there for him and when I took out the bedding he was trying to scratch a hole in the plastic bottom liner of the crate. It was certainly not worth it to me for him to hurt himself.Yes, I did speak with [redacted] from [redacted]. In one paragraph he states I was dissatisfied with his response and in the next paragraph he states we ended our conversation amicably. Those two statement truly contradict one another. Of course I tried to be as pleasant as possible, but I never said I would accept a store credit or that I agreed with him. He even went as far as to tell me that he used to give refunds until the tourist who come to the beach for a week would buy collars and leashes, etc. for their dogs and then come in at the end of their vacation and say it didn't fit or they didn't like it and return it. Well, I'm not a tourist, I live here and I certainly didn't appreciate him comparing me to those situations. He certainly did have my phone number as I had given it to [redacted] when I came into the store to return the calming pills I had purchased which also did nothing. I did get a cash refund for those, so much for the "no refund policy". The refund was given to me by another female employee who was at the cash register that day. He nor one of his employees ever contacted me to say they would honor the agreement with Thundershirt Co. Even when I disputed the charge with my credit card company he did not offer any credit back to my card. He fought the dispute with his "no return policy" printed on his receipt. I would also like to point out that I never asked to be credited for any more than the cost of the Thundershirt,which was $40.00 plus tax. I have no control over how the credit card company handles individual disputed items on one receipt. The amount I disputed is in writing to my credit card company and he had to have read the amount that I was asking for. My credit card company only "sided" (as he said), with him as their hands were tied due to the "no return policy" on the receipt. Everyone I spoke with at my credit card company said it was certainly very poor customer service on the part of [redacted].It is absolutely true that I have never returned to [redacted] as I did not want a store credit. The 100% guarantee states a refund. I was never informed about the conversation between [redacted] the owner of [redacted], and Thundershirt Co. and I was never told [redacted] was prepared to make an exception to their return policy. If that was so they could have issued a credit on my credit card for the cost of the shirt or they could have conveyed to my credit card company that they would issue a refund if I came to the store. I think it is false for him to say "he never had the opportunity".At this point I have no desire to ever go to [redacted]. I feel I have definitely made my point and I am the winner in this situation as I did speak up about a total injustice. Consumers need to do that more often and not feel bullied. I certainly know a lot of dog/pet owners in this town. Customer service is everything and I'm surprised that [redacted] has never learned this important aspect of company ownership.I'll keep the silly little shirt. My dog doesn't object to wearing it one bit. It probably would keep him warm on chilly days as the poor little guy has very little hair. It just doesn't help him with his anxiety.

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Description: Retail Pet Supplies

Address: 112A Broadway St, Durham, North Carolina, United States, 27701-2402

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