Handsnpaws Horrible/Rude Costumer Service

Rude Costumer Service at handsnpaws.com

I ordered a leather Crocodile pet carrier and handsnpaws sent me a totally different carrier. A week after i ordered the carrier, the one i ordered disappeared off the website, i just thought that they must have stopped selling it.

Once the item arrived, it was the wrong pet carrier. I e-mailed the costumer service to return the bag(they will not do anything over the phone). I had to request a RMA number to return the bag, they would not give me the number and after a few rude unproffessional e-mails, they will not respond to me. I sent the package back UPS- and handsnpaws sent it back to me! They are impossible people!

Here are the e-mails from me and the customer service.

ME: I am requesting a RMA-

For my item- 2007-10-23149

The Classic Sherpa Traveler by Sherpa Folds Flat with top and side entry.

This item is not what i ordered I ordered a NEW East Side Collection Burgundy Croc PET Dog CARRIER Bag on October 1st. This item as of now does not exist on your web site anymore.

I am understandably disappointed in my order. I should of been informed if that item was not available anymore. I also, waited a long amount of time for this item to arrive. Your policy states no money back, I hope you make an exception since this is not the item i originally ordered.

Thank You.

HANDSNPAWS WROTE: Did you not look at your order confirmation, invoice, shipping notice etc. I don't even know what this other item is that you're referring to that conveniently disappeared. It SOUNDS like you have mixed up orders and stores. Even if something is out of order as you'll see all over the site, the pic and images are still there and the items says N/A not available.

This is the only order we have for you...it's OCT 1 and today is the 24th. Since our policy is 1 to 4 weeks..well it took alot less than that to process.

I think it's prudent you adopt a more conciliatory tone when you want a store to accommodate you especially when you're incorrect. It wasn't a very nice note that you wrote.

I believe that responds to all the issues you raised.

I WROTE: In response to your e-mail-

I diffidently did not order that item. I have a three and a half pound Maltese, I don't think I need that large contraption to carry around a tiny dog. Even if I made a mistake, where i come from the customer is always right. I am willing to send this item back UPS and want your end to sign confirming that you received your merchandise. I expect full credit once this transaction has been made. Above in attachments, the link that says "Bag" is a picture of what I ordered from you (in black). If you can find that carrier, Please exchange for the correct item.

Thank You,

HANDNPAWS WROTE: Not where we come from. You're obviously wrong and your position absurd. Your invoice shows what you ordered...and that's what an order CONFIRMATION is for. You do know what confirmation means, don't you? I don't care what you're "Willing" to do. You'll abide by our policies like everyone else. Being a miserable person, doesn't get you anywhere here, honey. If you think what you ordered won't fit, then you can request an exchange like everyone else...without the melodrama. You claim to have ordered what we don't sell, are you mad or just stupid. Never heard of such a thing.

Suggest you read the return policy and smarten up lady or having signed for the item you can keep it.

Oh wait..this a SALES item?? It looks like you're out of luck. All sales are FINAL.

I then sent another 2 e-mails- and they ignored them.

Just warning everyone- dont order anything from WWW.HANDSNPAWS.COM- they are rude and unproffessional.

Comment On This

In August 2008, Morris Investments LLC purchased the websites, www.handsnpaws.com and www.pawstogo.com from Sophistication Alley LLC. The transition was finalized earlier this month. *The transition of www.pawstogo.com should be completed by the end of December '08.

My name is Alex Morris. I am the new owner of Handnspaws. My wife and I purchased this business fully aware of the customer service issues associated with the previous owner, Sophistication Alley LLC. We saw this as a challenge that we have eagerly accepted. Over the last three months we have worked diligently to improve customer service, response time and delivery time. Heading up this effort is our director of customer operations - Cassie. Cassie is one of the most positive, helpful and responsible individuals I have ever known. She will personally respond to any email and she does so promptly and professionally. You can reach Cassie at orders AT handsnpaws.com. Feel free to leave your phone number and Cassie will call you back. *(We have only been getting all of the handsnpaws emails since November)

If you have been wronged by www.handsnpaws.com in the past please contact us and give us a chance to make it right. We will listen to your issue and we will do all we can to help. If you are a new handsnpaws customer or are considering buying from us, please do not be alarmed by the negative reports on this website. While the name of the website is the same, we are a new company with a completely new approach to customer service.

In the coming months we will be rolling out some significant changes including a redesigned pawstogo website that will make ordering much easier. We have also launched a BLOG, www.handsnpawsblog.wordpress.com. The BLOG will provide new product updates, showcase beautiful dog models, and provide a forum to talk about our favorite subjects - well dressed dogs. Most importantly, the BLOG will serve as a communication tool for our customers. We look forward to hearing your feedback and ideas! Finally, in March '08 we will begin accepting phone orders.

Given the bad publicity handsnpaws has received on this and other sites, I am often asked why I have not changed the name of the company. The fact is, the previous owner did build a strong and viable online company. The domain name, or URL, is very old and well established with the search engines. Changing the URL now would negatively affect search engine rankings and reduce traffic. Therefore, we decided to keep the name handsnpaws with the goal of dramatically improving customer service and operations.

We are a family business. In the world of multi-national corporations and big box stores, we will succeed by providing a truly wonderful online shopping experience. This means we will continue to build upon our vast and eclectic selection of hard to find stylish dog clothes and accessories, while providing exceptional customer service for all of our customers.

Regards,

Alex Morris

Owner

orders AT handsnpaws.com

www.handsnpaws.com