WAG products

Thank you for notifying us of this complaint. In 9 years and thousands of sales, this is only our second complaint. Like the first complaint received a couple years ago, this one is also unjustified and makes false claims. We appreciate the opportunity to set the record straight.

Customer (***) purchased a product from us on April 8, 2020. On May 10, 2020, we received an e-mail from the buyer requesting a return. Because it was beyond our 30-day return period and the product had been used (which is also outside our return policy), we informed them that we could not accept a return, but based on the issue they described, offered to help. The buyer's mother (***) then got involved and denied the product had not been used. We offered repeatedly to offer assistance because the picture they sent us (attached) clearly showed they were using it incorrectly. On May 20, 2020, we shared with the mother her son's initial letter admitting the product had been used. Caught in her own web of lies and refusing our assistance, she proceeded to post negative comments on social media and Amazon (even though she didn't purchase the product there). She filed a stop payment with her financial institution which was denied once PayPal got involved. The comments she has made about us saying the product would corrode are flat out lies because the product is made of non-corrosive materials. Her continued effort to post slanderous comments and file false claims with the Revdex.com and other organizations have us considering taking legal action against her. Our position is that the return request was clearly outside of our published return policy, so we cannot accept a return. We will, however, continue to offer assistance in using the product correctly. We have a large number of communications we will be glad to share.

Thanks for the notification of a customer complaint and providing us with a chance to respond. We have been in business for over 8 years and have never received a complaint after thousands of sales and would like to keep it that way. Here is the background: Mr. XXXXX purchased a product from us on October 21, 2018 for $199 (plus $23.95 shipping). Our return policy is clearly outlined on our website: If returned clean, undamaged and unused with all documentation and packaging within 30 days, the purchase price will be refunded (less shipping and handling) on any WaterDog Adventure Gear™ product. Prior to returning, please contact us for a Return Authorization Number (RAN). On December 4, 2018, we received the product back from Mr. XXXX. There was no RAN and it was well beyond the 30-day return period. (If Mr. XXXX had called for a RAN, we would have pointed out to him that it was beyond the 30-day return period.) We informed Mr. XXXX via e-mail that we would not be able to accept the return because it was beyond the 30-day period. He followed up with a phone call expressing his unhappiness with this and refusal to pay to have the product returned to him. I personally spoke with him and offered to make an exception to our return policy in the form of a merchandise credit for the $199, if the unit was returned clean and unused when we inspected it. He assured me it would be. Upon inspection, it was clear that the unit had been used and was returned dirty (a few pictures attached) with deposits of salt, chlorine or some other chemical all over the unit and in the joints. Since we do not sell used, dirty or reconditioned products, we informed Mr. XXXXX that we could not even offer a merchandise credit. He threatened to contact the Revdex.com and take any other action necessary to have his money refunded. I informed Mr. Ryan that we would not tolerate fraud or slander. Based on this, Mr. XXXXX obviously contacted your office. For Mr. XXXXX to tell you “this staining was simply dirt and could be easily removed” misses the point. First of all, given the design of the product, it cannot be easily cleaned. Secondly, we do not put labor unnecessarily into reconditioning/rebuilding product for resale. He should never have returned the product late or in the condition it was in. We consider Mr. XXXXx complaint to be completely out of line given our published return policy. We also view his complaint as a form of slander and would be very disappointed if this becomes a blemish on our stellar record. Let us know if you need any additional information. I can be reached direct at XXXXXX. Please confirm receipt of this response and we look forward to hearing how you handle this. Thank you. Jim

We received your latest communication with Mr. XXXXX most recent comments. Our published return policy is clear and has been applied fairly and consistently with all customers. Mr. XXXXX returned the product well beyond our 30-day return period and dirty versus clean. He also did not call us for a Return Authorization Number (RAN). We do not use return forms. It is apparent that Mr. Ryan does not like our return policy and does not believe it applies to him. Mr. XXXX now goes on to disparage our product. As I stated previously, we have sold thousands of units over the last eight years without a Revdex.com complaint. Many of these units are used in chlorinated pool water or salt water and do not fall apart as Mr. XXXXX suggests. We notified Mr. XXXXX on December 4, 2018, that he had 30 days to have the unit returned to him or it would be scrapped because it is of no use to us in the condition it was returned. He can clean it and resell it, if it won’t work for his dog. That is our resolution offer. If the Revdex.com choses to publicly post this complaint and our response, please ensure all of the details as we have outlined them are included. Thank you. From: Sent: Friday, December 7, 2018 4:42 PMTo: 'Subject: Revdex.com Complaint ID Thanks for the notification of a customer complaint and providing us with a chance to respond. We have been in business for over 8 years and have never received a complaint after thousands of sales and would like to keep it that way. Here is the background: Mr. XXXX purchased a product from us on October 21, 2018 for $199 (plus $23.95 shipping). Our return policy is clearly outlined on our website: If returned clean, undamaged and unused with all documentation and packaging within 30 days, the purchase price will be refunded (less shipping and handling) on any WaterDog Adventure Gear™ product. Prior to returning, please contact us for a Return Authorization Number (RAN). On December 4, 2018, we received the product back from Mr. Ryan. There was no RAN and it was well beyond the 30-day return period. (If Mr. XXXX had called for a RAN, we would have pointed out to him that it was beyond the 30-day return period.) We informed Mr. XXXXX via e-mail that we would not be able to accept the return because it was beyond the 30-day period. He followed up with a phone call expressing his unhappiness with this and refusal to pay to have the product returned to him. I personally spoke with him and offered to make an exception to our return policy in the form of a merchandise credit for the $199, if the unit was returned clean and unused when we inspected it. He assured me it would be. Upon inspection, it was clear that the unit had been used and was returned dirty (a few pictures attached) with deposits of salt, chlorine or some other chemical all over the unit and in the joints. Since we do not sell used, dirty or reconditioned products, we informed Mr. XXXXX that we could not even offer a merchandise credit. He threatened to contact the Revdex.com and take any other action necessary to have his money refunded. I informed Mr. XXXX that we would not tolerate fraud or slander. Based on this, Mr. XXXX obviously contacted your office. For Mr. XXXX to tell you “this staining was simply dirt and could be easily removed” misses the point. First of all, given the design of the product, it cannot be easily cleaned. Secondly, we do not put labor unnecessarily into reconditioning/rebuilding product for resale. He should never have returned the product late or in the condition it was in. We consider Mr. XXXXX complaint to be completely out of line given our published return policy. We also view his complaint as a form of slander and would be very disappointed if this becomes a blemish on our stellar record. Let us know if you need any additional information. I can be reached direct at XXXXXX. Please confirm receipt of this response and we look forward to hearing how you handle this. Thank you.