Hands N Paws / The rudest company I have dealt with!
I place an order in June 2007, sent an instant payment via Paypal, waited 3 weeks... and nothing. I don't expect a daily e-mail on the order status but 3 weeks is a long time to wait to have paid for merchandise and not receive it and not hear anything about it. I Googled the company and found these complaints, and got the feeling that unless I contacted the company I would never get any money back or any merchandise. So I e-mailed the company, here is what I wrote:
"I placed this order quite a while ago, and have no communication from you as to what the status is. I am concerned because since I have placed the order I have read some complaints from other customers of yours that have claimed never to have gotten their merchandise, or received it very late and in poor condition. In these complaints I have also read that the communication from your company has been poor. Please contact me ASAP as to the status of my order."
I don't think I was being rude, but I did want to get the point across that I was aware that they may not have the best customer service. I also filed a Paypal claim for a refund for non-receipt of goods. Here is the reply I received the next day (I swear... I can't quite believe how rude this company is! LOL) in its entirety:
"Well, then don't shop here. We don't have time for people who make false (and libelous claims). We've been in business six years, never took any money from anyone without shipping merchandise thank you very much. Most of our customers actually read the site and order confirmation which spells out the processing time. You have no shipping deadline specified nor did you ask for one prior to your order. If you're that impatient, then prefer to make accusations rather than ask about YOUR specific order, we don't want to do business with you. Have a good day. That response fast enough for you??"
LOL! I have never dealt with a company so rude and unwilling to cooperate with customers. Granted, since I already requested a refund I suppose they had no reason to be nice to me anymore, but the message in that is that this company will only treat you with respect if you put up with their crappy customer service and policies. Once you start asking questions or requesting order cancellation and refund, they are rude. They did refund my money through Paypal promptly, but I suspect only because they would have lost the claim because they never sent anything. I am relieved I used Paypal, I think it made it a lot easier for me to get a refund. If you read the policies on their site, there are some hints there that they don't have good customer service:
From their "Company Info" page accessed 7/8/2007:
"In addition, we encourage customers who need more certainty regarding shipping times to indicate a "ship by" date on their order. In such cases, we contact the customer directly within a day or two of their order placement with an estimated delivery date specific to that customer. If we do not make that date, the customer is fully refunded, we do not process that order and the customer is issued a coupon towards a future purchase. "
(This tells me that they are understaffed, and that they triage their orders, only sending out orders that have a specified date and ignoring all others the latest that they possibly can. They should require a "ship by" date for all orders, but this would mean they would actually have to send all of their orders out on time.)
From their "Contact Us" page accessed 7/8/2007:
We encourage you to contact us before making your purchase if you have any questions. E-mail is usually the most expedient way to contact us using the form below. A customer service representative will try to respond to your request the same day. You can also try us by phone, but that has a longer turn around time. If you don't hear from us, please follow up by email. Don't forget to put your Order Number in the subject line of any communication if you have placed an order so that we can provide you with the best service. Many of our emails are lost to spam without an order number.
PLEASE NOTE, WE'RE EXPERIENCING DELAYS IN RECEIVING/RESPONDING TO EMAIL AS WE EXPAND. PLEASE ALLOW AT LEAST 48-72 HOURS FOR A RESPONSE AND IF YOU DON'T HEAR FROM US USE THE HELP DESK TO SEND AN EMAIL WITH YOUR ORDER NUMBER IN THE SUBJECT HEADER. (SEE HELP BUTTON). WE ASK THAT YOU BE PATIENT IF YOU DO NOT RECEIVE A RESPONSE RIGHT AWAY. WE GET HUNDREDS OF EMAILS DAILY AND WE TRY TO ANSWER THEM IN TURN. SOME ARE UNFORTUNATELY LOST TO SPAM, BUT WE DO TRY TO ANSWER ANY WE RECEIVE. AGAIN, USE THE HELP DESK IF YOU HAVE NOT RECEIVED A TIMELY REPLY."
(What this really says: please don't call Hands N Paws, because it makes it harder for us to ignore our customers, and you can't leave a message anyway. Please e-mail Hands N Paws because it makes it easier for us to ignore the customer... and don't blame Hands N Paws if we don't answer you in a timely manner because it is not our fault that we somehow cannot retrieve all their e-mail... it's all spam's fault!)
From the order confirmation e-mail received 6/17/2007:
"Important Note Paypal Users
Please note that we do not always receive notice from Paypal that you have paid if you select Paypal as your form of payment. If you have paid using Paypal and we have not processed your order, in all likelihood, we have not received notice of your payment and you will need to contact us with your Paypal Transaction ID. Upon verification, we would be happy to continue processing your order. Also, if you have canceled your order within our 24 order period (see above) you need to email us so we can refund your paypal account. "
(Paypal sends out autogenerated e-mails for everything, and I have never not gotten an e-mail, and I have been using Paypal for 6 years both selling and buying on Ebay. Let me guess, it's spam's fault again! I love how they put all the burden and responsibility on the customer - we have to tell them to ship it on time, we have to tell them we paid, we have to constantly check the order status page - which is a joke because the order status never changes... etc. Then they get rude when we do expect them to do THEIR jobs. Sounds like they need to hire more people. According to them, they don't have any responsibilities towards the customer. This is perplexing.)
It is their loss, I am sure they have lost plenty of good customers because of their attitude. If you have good customer service and treat your customers with respect, I will spend a lot of money (just ask Zappos.com!).
Bottom line: avoid Hands N Paws. They don't have good communication, business policies, or customer service. Even worse, they are rude. It is one thing to have late orders and such, it is quite another thing to get crappy treatment because they can't run their business very well. AVOID HANDS N PAWS, and tell your friends!