Masbrill Avis 6

Réponse : Masbrill

9 avr. 2026

Hi there,

We’re very sorry to hear about your experience and appreciate you taking the time to share your feedback.

The issues you described—charging problems and unexpected corrections—are not consistent with how our products are designed to perform. All of our collars undergo quality testing, and situations like this are typically related to an individual product issue or specific setup/environmental factors rather than normal operation.

We’d also like to clarify that our return process is structured to provide customers with options. While our team may suggest troubleshooting steps or partial refunds in certain cases as a faster resolution, this is never intended to discourage a return. Customers always have the option to proceed according to our return policy.

We take statements such as “scammers” very seriously, as they do not reflect our business practices or the experience we aim to provide. Our goal is to support our customers with fair, transparent solutions.

We would still welcome the opportunity to review your case and make things right. Please contact our customer support team with your order details so we can assist you further.

Réponse : Masbrill

9 avr. 2026

Hi there,

Thank you for your feedback.

What you described—multiple device issues and difficulty pairing—is not the standard we aim to deliver. While occasional defects can happen, it’s certainly not expected that you would encounter repeated problems, and we understand how frustrating that must have been.

We’re especially concerned to hear that you were expecting a replacement and did not receive a follow-up. That’s not the experience we want for our customers, and we take this seriously.

While we stand behind the quality of our products, we also stand behind our commitment to support our customers when something goes wrong. We would like the opportunity to review your case, check the status of your replacement, and ensure this is properly resolved.

Please contact our customer support team with your order details so we can assist you further and make this right.

Réponse : Masbrill

9 avr. 2026

Hi there,

Thank you for taking the time to share your feedback. We’re truly sorry to hear that your experience did not meet expectations.

The situation you described regarding the correction levels is concerning to us, as our collars are designed to provide adjustable settings to suit different dog sizes and training needs. If the intensity felt unadjustable or not suitable for your smaller dog, it may indicate a compatibility or setup issue, and we regret that this was your experience.

We also understand your concern regarding the refund. Our team works within a set policy, but we aim to evaluate each situation individually to provide the most appropriate resolution. We understand that this may not have aligned with what you were hoping for.

We would appreciate the opportunity to review your case in more detail and better understand what happened. Please reach out to our customer support team with your order details so we can assist you further.

Réponse : Masbrill

9 avr. 2026

Hi there,

We’re sorry to hear that the collar did not meet your expectations.

We understand your concern regarding sizing. The measurements provided reflect the product’s designed adjustment range, and we take great care to present this information as accurately as possible. If the fit did not work for your dog, we can understand how that would be frustrating—especially when a secure fit is important.

Regarding your concern about the return, personalized items are handled differently due to their customized nature, and this is outlined in our policy. That said, we always aim to assess each situation individually and ensure a fair outcome based on the circumstances.

We would appreciate the opportunity to look into this further and better understand your situation. Please reach out to our customer support team with your order details so we can assist you directly.

Réponse : Masbrill

9 avr. 2026

Hi there,

We understand your concerns regarding both the product performance and the return process.

The issue you experienced with charging is not typical of how our products are intended to function, and in such cases, it is usually related to an isolated defect or specific usage condition. We take product quality seriously and continuously work to ensure reliability.

Regarding the return process, our procedures are designed to ensure each case is properly reviewed and handled in line with our policy. This can sometimes involve a few steps to confirm details and provide the most appropriate resolution. We recognize that this may feel time-consuming, and we appreciate your patience during the process.

We’re glad to see that your refund was ultimately completed. If you need any further assistance or would like us to review anything else related to your order, our customer support team is available to help.

Réponse : Masbrill

9 avr. 2026

Hi there,

Thank you for sharing the details of your experience.

From what you’ve described, the issue appears to be related to the remote not charging on the second cycle. In situations like this, our support team may request additional information or a short video to accurately confirm the issue and ensure we provide the correct solution. This helps avoid unnecessary returns or incorrect replacements, and allows us to address the root cause more effectively.

We understand that being asked for multiple details can feel repetitive, especially when you’ve already provided information. That said, these steps are part of our process to ensure we handle each case properly and fairly.

We’d still like the opportunity to take another look at your case and ensure it is resolved appropriately. If you are open to it, our support team is ready to review your previous communications and move forward with a clear resolution.