Don't use this site if you expect any form of customer service.

We ordered two dog beds. When they arrived they were the wrong size, this was partly our fault but was an easy mistake to make. I asked to send them back and also suggested that if they gave a bit more specific information on their website then other custsomers wouldn't make the same mistake that we did. This was intened to be helpful and wasn 't a compliant. Please see below for the email responses from the company. We sent the dog beds back in disgust but to date have not recieved a refund even though we have send them special delivery.

From: *******@pawspetsupermarket.co.uk [mailto:*******@pawspetsupermarket.co.uk]
Sent: 29 March 2011 13:06
To: 'Karen
Subject: RE: Your Order at pawspetsupermarket.co.uk

Hello
Actually, you were not trying to stop other from making the same mistake, you were in fact trying to obtain free postage and a free return,
As you are probably aware in this economic climate customers who expect things for free, as not the ones we wish to keep.
Interestingly enough, you are the first to comment on our returns address e-mail, and the first to request free postage because the bed they ordered was too small.
The interior measurements being the wall thickness difference, of around 2 inch.
Thank you
Claire

From: Karen
Sent: Tuesday, March 29,2011 12:46 PM
To: *******@pawspetsupermarket.co.uk
Subject: RE: Your Order at pawspetsupermarket.co.uk

Dear Mrs Wright

Whatever happened to Customer Service? I gave you some simple feedback that would have saved other customers making the same mistake as us and would have saved your company time sorting it out. I certainly didn't expect a lecture telling me how wrong I was! At that stage my email was not a complaint. I was surprised by the brusque reply from unnamed member of staff.

This could have been handled so much better, you wouldn't have lost a sale and would have gained a customer who would have recommended your company. But I think you must know that yourself.

Out of interest are you the owner of this company? If not please provide me with name an contact details of the owner or MD.

We will return the beds to you tomorrow for a full refund.

Yours Sincerely

Karen
From: *******@pawspetsupermarket.co.uk [mailto:*******@pawspetsupermarket.co.uk]
Sent: 29 March 2011 12:20
To: 'Karen
Subject: RE: Your Order at pawspetsupermarket.co.uk

Dear Karen
The bed sizes are the exterior size, all measurements when you buy goods are the exterior ones.
The size is the bed size, just the same as when you buy a 4ft rabbit hutch the size is of the hutch not the inside.
I am not sure why you would think a dog bed would follow a different line than anything else you buy.
If you buy a wall cabinet, the measurements are for the outside, not the inside.
Judging by the bluntness of your e-mail it may be better to just return the order.

We send out the very same e-mail to all of our customers who wish to return order, you are the very first to complain about it, which speaks volumes.

Thank you
Claire Donna wright (Mrs)

From: Karen
Sent: Tuesday, March 29,2011 12:10 PM
To: *******@pawspetsupermarket.co.uk
Subject: RE: Your Order at pawspetsupermarket.co.uk

Since the mistake was not entirely ours as the sizing on your website is not that clear I was surprised to be charged again for postage both to return to you and for the replacements be sent to us. Had the sizing been made clear on the website we would not have made this mistake.

Please pass this to your customer service team. We would like to return the beds and of course expect to pay the difference in price between 26 inch and 30 inch but do not expect to incur any further postage charges.

Failing this we will exercise our rights under the distance selling act and return the beds for a full return.

Please ensure that your reply comes from a named person. I was not impressed by the reply below which had no greeting and no ending and no contact name a very poor example of customer service and not one that would encourage me to use pawspetsupermarket again.

Regards

Karen

Please do not forget to enclose your order number name and address.

If you wish to exchange your order please enclose details of the exchange product, plus a cheque or postal order to cover any price difference plus £3 for the extra postage and packaging cost.
Alternatively we can take the extra payment form the card you used to pay for your order with.
If you paid for your order via google checkout or paypal, please let me know and I will send you a google or paypal invoice for the additional amount, if applicable.

From: Karen
Sent: Tuesday, March 29,2011 10:13 AM
To: *******@pawspetsupermarket.co.uk
Subject: RE: Your Order at pawspetsupermarket.co.uk

Dear Paws Pet Supermarket

We received the below order on Saturday thank you. The dog beds are lovely but are too small. We ordered 26 inch after measuring our current dog beds. We assumed that the 26 inches referred to the inside of the bed ( as with the similar dog beds that we already have). In seems that on these beds the 26inch refers to the outside edge to edge which makes them too small. It might just be worth making this clear on your website to save other people getting the wrong size by mistake.

We'd like to return these and order the next size up please could you send us a return label and advise us how to do this?

Many thanks

Karen

They would not stop taking extra payments! I am now reporting this company! DO NOT TRUST THEM!