WNT Pet Supplies/Wag-N-Train LLC

Response to Revdex.com Customer Complaint [redacted] WNT Pet SuppliesAVag-N-Train LLC - owners Crystal M [redacted] and Dave S [redacted] .Customer purchased a Petloader on 7-5-at 3:pmOur return policy is linked to every page of our website, so was available to her at the time she placed her orderCustomer requested expedited shipping of the item, even though she had selected an item with “free shipping” which would normally take business daysHer notes included with the sale were: If you could please ship this out right away, I would greatly appreciate it!We had the item drop shipped from the manufacture immediately, and it left their facility at 10:am on 7-6-As a customer courtesy we covered the $shipping fee and paid for it from the profits of the sale to meet the customer’s special request and didn’t charge the customer one cent more for the expedited shipping.On 7-7-we received a phone call asking where this shipment was, we gave the tracking number and that it was to be delivered the next day and a tracking number had been sent to the email account.The item was delivered to the customer 9:am on 7-8-less than hours after the order was place, (tracking information available on request) and our company footed the bill for the shipping as we understand some dogs need these steps for immediate medical purposes, so we try to meet the customers special request.On 7-11-at 11:46am, three days after customer took delivery; she sent a one sentence email saying she was returning the item, with no further explanation.We responded to her email on 7--at 3:22pm telling her we had checked in with the manufacture as is our standard procedure and we were waiting on an authorization from the manufacture to receive it back at their warehouseWe explained the return policy an asked if there was anything we could do to help make the purchase work out for her.We received manufacture authorization for the return and sent the customer a second email 7-11-at 7:pm with her instructions of where to return and we authorized the return.Customer responded to our email 7-11-at 7:48pm questioning the amounts that would be deducted from the return.We responded to her email 7-11-at 8:pm with a very detailed explanation of the amounts that are deducted from the returns, and the reasons why (15%-20% is deducted by the manufacture after return inspection as the item must be cleaned, inspected, repackaged and possibly re-furbished by the manufacture and may not be re-sold as a new item, plus the $paid to ship the item would also be deducted) This was all clearly explained to the customer before she chose to return the item and was not a surprise after the fact.On 7-12-at 6:am the customer responded with an abusive email where she resorted to name calling and threats and made it know that she didn’t agree with the return policyWe did not respond to this email as there were no further questions to be answered, everything had been explained, the authorization for return and return shipping instructions had all be provided, so we had nothing further to say in response to her threats.Customer sent a follow up email on 7-15-at 12:39pm saying that she was returning the item on Monday 7-18-and ask that we respond to her email of 7-12-We reviewed her emails and decided that any further response would only result in an argumentative exchange and we did not want to escalate the situation.On 7-20-at 7:pm we were notified by the manufacture of Petloader that the item had been returned, and they were charging the 15% restocking fee on this itemOur financials were closed for the evening, but on the morning of 7-21-we issued a refund to the customers credit card deducting the 15% manufacture charge and the $we paid to Fto deliver the item to the customer.Our company did not retain one cent for our time or effort in this matter, the only deductions from the customer returns were actual expenses we incurred because of the choices the customer made.We are unable to foot the costs for this or any other customer to take advantage of free shipping offers, make special shipping requests, try out an item, and return it.We offer free standard shipping for PURCHASES of these large expensive items ($and pound shipping weight) because we can pay for the shipping expenses from the profit we make on the saleWe went above and beyond for this customer on her purchaseWe paid to send it to her, we delivered a quality item that was exactly as advertise and we sent it to her in an expedited manner.We can not pay for, or reimburse shipping on RETURNS of these itemsWe did promptly refund all the customers money less actual expenses resulting from her requests and choices.We are sorry the customer does not understand that the expenses of the return are all her responsibility.Crystal M [redacted] and Dave S [redacted] Owners WNT Pet Supplies/Wag-N-Train LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I thoroughly read the response from WNT Pet Supplies/Wag-n-rain LLC I feel as though she used several inaccuracies in her response First, she claims I asked for expedited shipping, which I did not I asked her to send it out as soon as possible - referring to processing, not expedited shipping I did not choose expedited shipping Should she have had any questions with regard to that, she should have emailed me Second, she claims I called asking where my package was This never happened I never once called or emailed about the package I have all of my phone records which would indicate this Third, she claims I was abusive and threatening This is percent untrue and I take offense I handled this completely professionally and without "abusive and threatening" language I told her that I would contact the Revdex.com should she keep my money I hardly consider that to be threatening or abusive I found in her response that she embellished all the facts in order to draw the attention away from herself in order to make me look bad What she did was unethical and wrong NONE of this was told to me up front She did in fact offer me free shipping and even though I paid a restocking fee AND return shipping costs, she wrongly kept an additional $to cover her costs This is not my responsibility if she does not have enough margins built into her cost structure You cannot offer FREE shipping and then ultimately CHARGE ME SHIPPING AFTER THE FACT Her policy says nothing about that I am offended by her portrayal of me as abusive and threatening when this was handled completely professionally Unfortunately, this gives other online retailers a bad name I would like my money back
Regards,
*** ***

Response to Revdex.com Customer Complaint [redacted] WNT Pet SuppliesAVag-N-Train LLC - owners Crystal M[redacted] and Dave S[redacted].Customer purchased a Petloader on 7-5-16 at 3:19 pm. Our return policy is linked to every page of our website, so was available to her at the time she placed her order. Customer...

requested expedited shipping of the item, even though she had selected an item with “free shipping” which would normally take 7 business days. Her notes included with the sale were: If you could please ship this out right away, I would greatly appreciate it!We had the item drop shipped from the manufacture immediately, and it left their facility at 10:31 am on 7-6-16. As a customer courtesy we covered the $30 shipping fee and paid for it from the profits of the sale to meet the customer’s special request and didn’t charge the customer one cent more for the expedited shipping.On 7-7-16 we received a phone call asking where this shipment was, we gave the tracking number and that it was to be delivered the next day and a tracking number had been sent to the email account.The item was delivered to the customer 9:49 am on 7-8-16 less than 72 hours after the order was place, (tracking information available on request) and our company footed the bill for the shipping as we understand some dogs need these steps for immediate medical purposes, so we try to meet the customers special request.On 7-11-16 at 11:46am, three days after customer took delivery; she sent a one sentence email saying she was returning the item, with no further explanation.We responded to her email on 7-11 -16 at 3:22pm telling her we had checked in with the manufacture as is our standard procedure and we were waiting on an authorization from the manufacture to receive it back at their warehouse. We explained the return policy an asked if there was anything we could do to help make the purchase work out for her.We received manufacture authorization for the return and sent the customer a second email 7-11-16 at 7:01 pm with her instructions of where to return and we authorized the return.Customer responded to our email 7-11-16 at 7:48pm questioning the amounts that would be deducted from the return.We responded to her email 7-11-16 at 8:02 pm with a very detailed explanation of the amounts that are deducted from the returns, and the reasons why (15%-20% is deducted by the manufacture after return inspection as the item must be cleaned, inspected, repackaged and possibly re-furbished by the manufacture and may not be re-sold as a new item, plus the $30 paid to ship the item would also be deducted) This was all clearly explained to the customer before she chose to return the item and was not a surprise after the fact.On 7-12-16 at 6:40 am the customer responded with an abusive email where she resorted to name calling and threats and made it know that she didn’t agree with the return policy. We did not respond to this email as there were no further questions to be answered, everything had been explained, the authorization for return and return shipping instructions had all be provided, so we had nothing further to say in response to her threats.Customer sent a follow up email on 7-15-16 at 12:39pm saying that she was returning the item on Monday 7-18-16 and ask that we respond to her email of 7-12-16. We reviewed her emails and decided that any further response would only result in an argumentative exchange and we did not want to escalate the situation.On 7-20-16 at 7:20 pm we were notified by the manufacture of Petloader that the item had been returned, and they were charging the 15% restocking fee on this item. Our financials were closed for the evening, but on the morning of 7-21-16 we issued a refund to the customers credit card deducting the 15% manufacture charge and the $30 we paid to Fed-ex to deliver the item to the customer.Our company did not retain one cent for our time or effort in this matter, the only deductions from the customer returns were actual expenses we incurred because of the choices the customer made.We are unable to foot the costs for this or any other customer to take advantage of free shipping offers, make special shipping requests, try out an item, and return it.We offer free standard shipping for PURCHASES of these large expensive items ($219.99 and 40 pound shipping weight) because we can pay for the shipping expenses from the profit we make on the sale. We went above and beyond for this customer on her purchase. We paid to send it to her, we delivered a quality item that was exactly as advertise and we sent it to her in an expedited manner.We can not pay for, or reimburse shipping on RETURNS of these items. We did promptly refund all the customers money less actual expenses resulting from her requests and choices.We are sorry the customer does not understand that the expenses of the return are all her responsibility.Crystal M[redacted] and Dave S[redacted] Owners WNT Pet Supplies/Wag-N-Train LLC