West Paw Design

Review: I had purchase some dogs toys from this company..On there website they say they guaranty these toys wont break or will give full refund..Well my dog chewed up toys day one when we received them..I contacted the customer service line the employee try swap toy out with another toy..I explained want full refund..He stated that I had pay send toys back after I have just spend almost 50 dollars on toys I had spend another 10 dollar on shipping send back because there company lied..Go on there website at west pay design .com and you will see for yourselfDesired Settlement: I want full refund plus my shipping and handling back because if they would been upfront begin with I would have never order them

Business

Response:

In response to Mr. [redacted]’s complaint registered with the

Revdex.com (ID # [redacted]) regarding invoice number [redacted]. West

Paw Design would like identify the appropriate steps we took to resolve the

issue posed by Mr. [redacted].

Mr. [redacted] ordered two products from our Zogoflex®

product line. The order consisted of one

small Toppl™ and one large Toppl™. This order was placed via our website

ordering system on September 3, 2014. The Toppl Zogoflex product is in our

“play” line of products and is clearly identified as such on our packaging,

marketing and guarantee materials. The total for the product came to $34.90

with a shipping total of $10.25. The shipping delivery method, selected by Mr. [redacted]

when he placed his order was selected as USPS – Priority delivery.

Mr. [redacted] ‘s customer record indicates that we received

a phone call on September 5, 2014 informing us that his dog destroyed the small

Toppl. As per our Zogoflex Guarantee, a customer service representative offered

to replace the Toppl with a more appropriate toy for his aggressive chewer. The

product replacement recommendation was from our “chew” line Zogoflex product - the

medium Jive® ball. Our records indicate that Mr. [redacted] agreed to receive

the replacement at that time and an order was placed. As Mr. [redacted] was

informed, as per our Zogoflex Guarantee, customers are not asked to pay for the

replacement product or the shipping of that new product. He was informed that

West Paw Design requests that damaged product is returned to us for recycling

purposes and that the return shipping be paid for by the customer.

Later the same day on September 5, 2014, the customer

service department records indicate that we received an e-mail from Mr. [redacted] stating he no longer

wanted the replacement Jive and requested a refund for the product.

Mr [redacted]’s email states:

“Please do not send me no other toys. Just

recieved your product topple and dog chew both. I call you were gonna send me

jive ball. I dont want any of your products.send these back full refund.its

crazy these toys didnt last more five minutes and now me as consumer have go

through hassel send back and I have pay shipping.”

At

that time the customer service department deleted the order for the

replacement product and our records indicate that we would issue a refund to

Mr. [redacted] when the damaged product was returned.

On September 16, 2014, both the large and the small Toppl

were received by our returns department and a full refund for the purchase

price of the product was issued to Mr. [redacted]. West Paw Design issued check

#[redacted] in the amount of $34.90 to Mr. [redacted] on September 17, 2014. Our

records indicate that the check was cashed on September 26, 2014.

West Paw Design is very proactive informing customers about choosing

the appropriate products for their pets chewing and playing behaviors. All of

our packaging and marketing material, including our website, clearly identify

choosing proper products to meet the chewing and playing behaviors of our

customers pets. Our Zogoflex Guarantee policy and procedures - including the statement

that shipping prices are the responsibility of the customer - are clearly

identified on our website under our “Terms and Conditions” for Zogoflex products. The

link to our Zogoflex Guarantee is located here:

Our Zogoflex

Guarantee states:

“We want you and your pet to be

completely satisfied with the durability of your Zogoflex

product. If you feel your Zogoflex product wasn’t up to snuff,

please send it back for a free one-time replacement or refund.”

West

Paw Design has honored our Zogoflex Guarantee to its full extent for Mr. [redacted] by issuing a full refund for

the purchased products he ordered on September 3, 2014.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

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,

The part that most upset apart is the fact that me as consumer was charged to ship product back so in reality im out almost $10 yes refund was issued but if you subtract my refund minus $10 shipping I paid send back I lost money..I wanted full refund included my money had pay shipping to return product