PawlyLab Co. Avis 3

Réponse : PawlyLab Co.

Il y a un jour

Hi Elissha, we appreciate your feedback and would like to clarify the charges and the product details for you.

Please be advised that the $4.99 charge is for optional shipping protection, while the harness itself is indeed $0 as advertised; however, as a business, we do require a separate shipping fee to cover the costs of delivering the item to your address.

Regarding the harness design, our model features one D-ring, and it appears there may have been a misunderstanding involving the O-ring on the unit.

Upon reviewing the photos you sent to our team, we recognized the issue with your specific item and have already offered a replacement D-ring to make this right.

We are committed to professional and humane service and want to ensure you are satisfied with your experience.

Réponse : PawlyLab Co.

Il y a un jour

Hi Margaret, we sincerely understand your frustration and appreciate you bringing this to our attention.

Please be advised that we are a small team currently managing a high volume of emails, and while we work hard to prioritize cancellation requests, the 15 emails sent in a short window unfortunately caused our system to flag the messages as spam, which delayed our ability to see your request.

We have systems in place to catch these requests before shipment, but in the event one is missed due to these filtering issues, we are more than glad to offer a return for a full refund once the item arrives.

We apologize for the automated marketing emails you received in the meantime and are committed to improving our communication to ensure a more seamless experience for our customers.

Réponse : PawlyLab Co.

Il y a un jour

Hi Barbara, we sincerely understand your frustrations and apologize for the lack of clear communication regarding your order. After checking your details, we can confirm that your request to remove the premium items was processed and refunded on March 14.

This left only the custom name patch and shipping fee active on your account; however, our investigation into the lack of movement shows that this remaining package was unfortunately lost in transit.

We certainly do not want to inconvenience you further by making you wait for a reshipment, so we have cancelled the order and issued a full refund for the remaining balance.

We truly regret that we fell short of the professional experience we aim to provide, and we are working hard to ensure our response times and logistics better reflect our commitment to our customers.