The Pug Life Store
reviews and complaints

I ordered a joyride harness and leash on May 5th. The money was taken out immediately from my bank account. I also paid extra for expedited shipping. I've emailed them 3 times asking where my order is...still no response. THERE IS ABSOLUTELY NO CUSTOMER SERVICE PHONE NUMBER OR LIVE CHAT. The last email I sent I asked to just cancel my order and get my money refunded. Of course, there has been no response. After reading so many complaints and reviews with the same exact issues, i have no idea how this "company" is still in "business ". This is a complete scam.

I ordered 3 harnesses and a car seatbelt for my dogs almost one month ago. On Nov. 4, the company said they had shipped my order, but since Nov. 9, the postal service says they are "awaiting" my package. I get no new information from online chat function on website, which I have tried 3 times. They send repeated "updates" to my email giving me tracking infowhich does not change. They also refuse to refund my purchase price, despite their non-delivery, which I believe contravenes FTC regulations. They are not worth any stars. I think this business is fraudulent at this point. Never been treated so badly as a customer.

I ordered two harnesses on 4/8. received an email on 4/12 that my order had been shipped, along with a FedEx tracking number, which, when tracked, says nothing has been shipped by 4/20. Multiple similar reports on their FaceBook page, no one answers the phone, but instead instructions are given to contact them via their "contact us" form on their website or via messenger via their social media site (messenger button on FaceBook does not work). I'm back-charging my credit card immediately. Apparently SOMEONE at Pug Life is monitoring these posts, attempting to maintain some semblance of legitimacy. I'm not impressed.

The harness looked very cool until it took forever to ship and was of low quality. After using the harness for 3 days we noticed it started to break ( the fabric was making little stringy thingies). This harness is also not "no pull" due to the facts that my dog pulled even harder in it since he was being choked by his collar. We remembered there was a 365 day warranty and a "money-back guarantee" but you needed the tag to still be on the harness and you need it to be free of dog hair. Also the shipping was 10 bucks for this crappy piece of fabric that weighed less than a pound. Very unhappy with the product and their service.

I have had a similar experience as the ones quoted. I think I was focused on trying to get a good product and never imagined such deceptive customer practices. It is a wonder these people can sleep at night. They first told me that my order requested as priority processing was a problem with shipping information and after that was resolved they said it would be 7-10 business days before it was shipped. I requested it to be cancelled which they said they could not do . . . and boom I am supposedly getting a tracking number for the shipment. After reading the other customer experiences I understand why they were insistent on shipping the order to me and processing a return.

I like the ease of the harness with slipping it on and off. I have a deaf pup who is scared of other harnesses for whatever reason. He is always excited for this one. I can't however give it a full five stars because the under the belly strap comes loose CONSTANTLY. I know it isn't just a fluke because I have two for both my dogs and multiple friends who have them and face the same issue. I feel like for the price (especially since they constantly advertise it as being 50% off even though the "sale" never ends) this shouldn't be an issue. I've tried to remedy it with a paper clip and a few other clips to keep it in place. Nothing has worked fully yet. Other than that I like it for the most part!

Not trustworthy, SCAM? I ordered items from Joyride on June 4th. I knew things could be delayed due to COVID so I didn't freak out when I hadn't seen shipping updates or received the items a couple weeks later. On June 21 they sent me an email asking if I received my order...hmm, obviously they should know I hadn't because they have the shipping info, right? Through multiple emails back and forth over the next week, they found out the shipper "lost" the package and their "finance" team would reach out issue a refund. It has been 2.5 weeks and I still haven't received a refund or heard from the "finance" team. I've seen similar reviews online. The one positive thing I can say is that they respond to my emails quite quickly even though there's no resolution.

They are now Joy *** And customer service is still terrible! They ignore you! I had some of the same exact problems of others. Told it shipped. FedEx never received, was still waiting ... I believe the product is being shipped from China, not Southern California... My order was untraceable ... Magically appeared in FedEx Sacramento smart post - 7 days later Sent to my post office and delivered 2 days later My grey package/bag had a return address of the Sacramento FedEx smart post, not the joy ride harness company You could see there was a label underneath, but not an address label to me More about contents and made in China I finally got it = great if it works as promised But the actual origin of this company is flat out Fishy No way does FedEx take as long to deliver But it makes absolute sense coming from China

I purchased a harness on-line a week ago from Joyrider. I have since received two text messages from them that my shipping information is needed for them to complete my order, which I found odd because at the time I made the purchase I included my mailing address, which is the same as my billing address. I immediately called their customer service line but I got a recording. I then turned to their chat line and explained the situation to the fellow (Nick) and he said he had my shipping address. I received another text message from them today with the same issue. I then sent them an e-mail using their webpage address and I'm still waiting for a response. After reading all these other comments, I'm sorry I made this purchase. I suspect I am out my $45.00. I will contact my credit card company and ask them to cancel this charge.

First off, the leash doesn't do what it's supposed to do. It doesn't keep your dogs from pulling on their leash. My two small dogs just pull to one side. Next, I'm unable to return the harness, as I don't have the original tags that came with the leash. This is a [censored]ic requirement intended to make it more difficult to return the product. There is no reason to require the tags. Their web site is misleading as they show no negative reviews and as can be seen from this web site, there are plenty of negative reviews. There is no access to write a review on their site. You are unable to speak to anyone in customer service as noted on other reviews. The telephone message says they are working on their live response. (I imagine they've been working on it for years). I would not recommend this leash to anyone as it is a waste of money.

Have been waiting a month for an order. Their website says customer service 9-5 M-W and when I call it says they are working on a call center and disconnects me. I have contacted customer service via email many times and they keep saying my order has been shipped. When I submit the tracking number in USPS, it shows that over a week ago, a tracking label was created, but there has been no progress. I keep getting emails saying your order is on it's way. When they have responded to my emails they say give 7-10 business days to get the order, that was over two weeks ago and today I got a similar response saying now five days, but same thing, when I check the tracking number it has not shipped. I have now filed a complaint with my credit card as I wrote them and explained that since I never received the item and I can see that it has not yet shipped and I want a refund. I will never do business with this company again. And reading below, I realize I should have checked here before placing my order.

I placed an order on April 5th and my credit card was charged immediately. On April 9th I received notice via email that my package had shipped but since then the tracking has just said that USPS is awaiting the package. The only way to communicate with the company is through a 24/7 chat feature on their website or via a contact email. I have sent 3 emails with no reply. I have used that chat feature 4 times in the past week and have been told each time that my concern had to be forwarded to a "product specialist" and that I would receive an email response in 24-48hrs. Two of those conversations included my concern being marked "urgent". I have not received a single email. Today I used the chat feature to request a refund of my money and was told again that I would be referred to a product specialist and that the support team person on the chat had no access to refund my money. This company has been completely non responsive, cannot tell me when/if my package will arrive, and will not give me back my money.

Placed an order on 4/9, contacted retailer on 4/13 regarding status of order, received return email stating order was wrapping up & off to shipping. On 4/15 received email stating order shipped along with tracking information. Link to track order on website was not functional, contact the company via email with no reply. Emailed again on 4/20 with no reply, tried to use Chat feature on website & it doesn't work. Tried to use phone # on site & only receive automated system. Emailed again on 4/21 regarding order status & nothing received in return. Tried to contact again this time using website contact us email link & advised company if I did not get a reply in 24 hours I was going to contact the ComplaintsBoard.com, hence this complaint coming to you. I did give them one more try & call # again, this time received automated system stating I would be connected with an agent & after sometime the system asks you to leave a message & someone will get back to you. I've tried to be patient with the company but with them not responding makes me think they are a scam. I'd like something to be done so that my $$ is refunded to myself.

Terrible customer service. Could not get responses at phone number (directs back to website), online chat feature (I can't help you, I'll forward your concern) or repeated tries to email given. No indication at time of order they were experiencing delays. Kept getting emails of continued delay, finally requested cancellation. No one would help. I think they purposely avoided answering, today I received the email that my order shipped! I'm debating whether to refuse it outright, or initiate return (which will be at my cost). There is no way in this day and age someone should not have been able to cancel. If they are that desperate for $100 than that just shows they care more about money than customers. If they had let me cancel now, in all likelihood I would have ordered later in the year, but now I'm done, and will let everyone I can know not to order from them. They in fact have just cost themselves more money by losing potential customers. Can see from this site I'm not alone in receiving terrible customer service. Also, looks like they only post their good reviews, I cannot even find a place to post a review directly on their site.

Horrible. My elderly mother ordered a harness and received a harness that is not as described. It has useless plastic pieces where there are supposed to be metal rings to clip a leash to. The chest strap is way too long (over half the length of my dog) and flops around. It doesn't even have a logo/brand name emblem on it as shown in the advertisements. It is as if she received an early prototype. She ordered this back in March, but is an old lady and could not find or figure out how to contact them via their nonexistent "customer service" avenues that they claim to have set up. There is no way to contact via phone and discuss anything with a real person. The electronic communication system they claim to have gets you nothing and nowhere, with zero response from anyone except for online chat where they cannot do anything for you except to say that they will pass *** issue on to another department "for review" and that department will contact you by email in 24-48 hours. This never happens. My elderly mother got swindled by a shady internet company, just as she thought. I had no idea this company existed until I stared seeing their ads on social media and showed her, tellingly her these harnesses must be new and improved, she said that the ones I am seeing today is exactly what she ordered back in 2018. I told her I would contact them for her to see why they had sent her what they did and give them a chance to rectify the issue since they sent her an unusable product that is not what she ordered. I have repeatedly asked the person on chat to give me any contact information for anyone that I can contact directly besides them and someone that can actually help. If you ask for these things over chat, you are ignored and redirected into, "I understand" "Sorry for the delay" Just a bunch of scripted, non-helpful, non-answers. I have sent pictures and proof of purchase to prove my claim, they do not care that they duped an elderly woman with their lies. Do NOT give this company your money! I used to work in customer service for a small company and you better believe I could always find a way to assist customers and help them get a refund or a product that they ordered. They could easily just send my mother what she paid for, but they refuse to even answer me about the situation to tell me why they won't. They are not a reputable company.

Company refuses cancellation of products, then hasn't shipped items, no real customer service except for email. 2/2: Ordered two dog harnesses and two dog seatbelts from Joyride Harness. Decided to look up the company further after reading poor Intstagram reviews, and saw that their ComplaintsBoard.com rating was an F and had multiple complaints. Upon ordering, credit card was charged immediately. Had a bad feeling about this company so decided to begin this dispute in case the company turned out to be as bad as I expected. Site advertised order to be packed and shipped within 5-7 days. Within that period on Feb. 6th I reached out to the company requesting cancellation of order. You cannot reach anyone by phone, only by email. Company stated they could not cancel ordered based on where it was in processing and that I could initiate a return once received. Same message other complaints to the ComplaintsBoard.com received. Told me it would be another 7-10 day wait to update tracking information. Tried a second time to request cancellation since it was overdue. They sent me a USPS tracking number that was initiated on Feb. 8th. It has been in "pre-shipment' ever since. Reached out again on February 16th since there were no updates and it was becoming apparent they weren't shipping my products, or could fulfill the order. Requested cancellation again. On February 17th someone emailed me and said they would check with the "delivery team" and get back to me, ignoring cancellation request. Get another email on February 19th asking if I received my order. Responded as politely as I could muster, no. screenshot sent of pre-shipment label without updates. Absolutely feel like I'm getting scammed here along with many others.

Over 30 days and I still haven't received products ordered on 11.27.2020. Responses I received state order will be shipped, but date keeps changing. I placed an order of one small rainbow dog harness, one small pink camo dog harness, a small purple custom dog collar, a 2 in 1 dog leash/seat belt combo, and a pink dog seat belt harness on 11.27.2020. Today is *** and I still don't have the order. The payment of *** cleared my bank on *** I received a confirmation email on *** stating that orders take 3-5 business days to ship. On *** I received an email stating that "Due to the recent events with the evolving pandemic situation, we are seeing longer than expected shipping and processing timelines. Please allow an additional 7-10 business days for your tracking number to update once you have received the shipping notification." On *** I received another email that order was being fulfilled. On *** still no order, I emailed asking how much longer. On *** I received an email that it was taking longer with their apologies. I responded on 12.17.2020 asking why and their response was a tracking order # with *** and this: "Your order is currently in transit to you. If for some reason you do not receive your package in the next 5 business days, please contact us as soon as possible and we'll look into this issue with the carrier and see what's going on." On *** still no order shipped with *** I emailed and asked what the deal was this is the response I received on *** "Apologies for this. we checked with the courier and your tracking should be updated in 2-3 days. delivery should be shortly after that." I have sent two more emails since; one on *** and one today *** and still no response.

Order #***. Ordered 2 harnesses that never came. No communication. Asked for refund yesterday. Still no email. Again order #***. Ordered Feb 7th I believe. Never issued a tracking number. I'm assuming that the suppliers have been affected by Coronavirus. However, the communication has been abhorrent. No emails, had to use their help chat, first time was to just try to get a clue, rep said it was a "warehouse issue" and I should get my stuff soon. I'm the meantime they have been advertising on YouTube like everything is fine rather than allocate additional resources to communicating with pipeline customers to inform them of circumstances and try to project any sort of a timeline. Second help chat was yesterday and I said I want my money back. Rep said they would send it along to whoever and that I should expect an email. Nothing yet. I believe according to the FTC they have 7 days to issue a refund from the day of request. If I don't get an actual email to the address associated with the order and when the 7 days are up my account hasn't been credited am filing a complaint with the FTC. I want to be understanding but I can't without knowing what is going on and frankly i think they are being intentionally vague about what is going on. If things are going worse and worse on the supply end and they are just going to act like everything is fine and not even so much as an automated message upon purchase to say there are supply issues and to "please bear with us" then they probably deserve to go out of business as they are a house of cards in taking more unfulfillable orders. Someone has the time to respond to all of these complaints on the ComplaintsBoard.com as well as independent review sites, why on earth can't that person be allocated to emailing the customers like any normal business would? I just want an email saying I'll get my money back and then the money itself.

False advertising, poor customer service or lack of, refusal of refund, even within days or purchasing and pre-ship. Still don't have product! I ordered a harness from The Pug life store several weeks ago on 10/20. It's 11/10 and I am still without the product. Order #XXXXXX. I called and emailed on 10/26 to get an update on order; customer service said I couldn't get a refund even though the order hadn't shipped and that they could not get me to a manager. I got an email on 10/27 saying Thank you for the message, we will check the status from delivery team and they will get back to me. Fast forward to 10/29, still no update. I called customer service again and still no help or status and refusal of item. Finally on 11/2, I get an email with tracking info. I've been monitoring the order. It is now 11/10. I still do not have the order *** I wanted to leave a review on their site, but I can't to for warn other people about this company. I think its great you were able to pull me to order, but the customer service is awful. you shouldn't refuse return or refunds if customers are dissatisfied with service or product. you make it hard to reach anyone that could be accountable. all I wanted was doggy bags and a harness for my dog which I think are essential items. you should make it clear on your website that it will take a month for items to process and deliver. Because if you did, I am sure customers would not order from you. Maybe I should have read your reviews and these complaints ahead of time. I am disappointed because I was excited for my dog to receive your product. But because your service which is a product of your brand is so terrible, its left a terrible taste in my mouth. Don't false advertise guarantees if you can't back it up. I think it is poor taste to advertise back on social media my displeasure with your company.

I placed an order for a dog harness on 2/9 and have yet to receive it. I have emailed and called Joyride Harness multiple times with no response. On 2/9, I placed an online order with Joyride Harness (formerly Pug Life Harness) on behalf of my elderly mother for a Small, Red Harness for her dog. The total cost of the purchase was $34.66 including a $4.95 shipping fee. I received an order confirmation on the same date with an order number of 416841. On 2/12, I received an email stating that the harness had shipped and was "indeed on the way". It also stated that I would receive a tracking number "in the next 2-3 days", but I never did. On 2/26, I received an email from Joyride Harness asking if my order had arrived "safely" and instructing me to "just reply to this email" if I needed any help. Thus, on 2/27, I replied to the email and advised that the order had not been received; however, as of 3/2, I had received no reply to my email nor had the harness been delivered; therefore, I sent another email to the same address and, as of today (3/5), have yet to receive a either a response or the harness. I then attempted to contact Joyride Harness via the toll-free number on their website, but received a recording informing me that their phone-based customer service is not fully functional and instructing me to address any issues I may be having via email. As I found this message, as well as the ongoing lack of response from the company odd, I searched online for any other customer complaints and was readily directed to the ComplaintsBoard.com website only to discover similar complaints. As of the time of the filing of this complaint, I have yet to receive a response from Joyride Harness and my mother has not received the harness; however, her recent credit card statement shows that she has been billed for it. Incidentally, I did receive an advertisement email from the company on 3/3 promoting "free shipping on all orders over $69".

Zero customer service, zero answers, and zero product to show for the trouble. I want a full refund. I ordered(***) a harness from JoyRide Harness on May 26 and payed for shipping. By May 28th I hadn't heard any thing or received a tracking number so I emailed them about it. I finally received an email on May 31 they finally emailed a response stating that a tracking number would be available in 2-3 days and to allow 7-10 days to arrive. On June 1 I received an email stating my harness had shipped with a tracking link attached. Tracking ***. When I went to the fedex site to track it. The site said the item was pending and had not left California. I decided give it the 7-10 days to ship, checking back with fedex everyday to see on the status. Every time I checked it was still pending. Fedex said that JoyRide had created a label but not sent out the package. I emailed JoyRide again on June 8 asking why it was taking so long and why it was still pending at FedEx. I received a response on June 9 stating they would look into it. It also stated they would refund my shipping fee. Which has not been done. Not hearing anything by the 10th I emailed them again wanting answers. I stated that if I didn't get any answers I wanted a full refund. I received an email the same day stating to give them 24-48 hours to get back to me with the details. I work nights so all of our corespondents happen after 10pm. Not hearing anything from them by 10pm on June 11 I emailed them again. This time demanding a full refund due to lack of answers, customer service, and most importantly my harness. In this email I sent screen shots of all the email times and dates that I had emailed them as proof. At 2:40am I received a response which stated the same thing as their last response. Which was to give them 24-48 hours to get back to me with answers. Totally ignoring the fact that I asked for a refund. I am not the first person this has happened to. I should have read reviews besides the ones on their website. You can read them hear:

Ordered and paid for harness May 27 and no harness has arrived and they have stop replying to my emails. PURCHASE DATE: May 27 PRODUCT: Patriotic Blue Harness SIZE: SMALL ORDER #:*** PAYMENT AMOUNT: $38.69 PAYMENT METHOD: MASTER CARD, POST DATE MAY 28 June 3 I received an email from JOYRIDE HARNESS telling me my harness was on the way and gave me a tracking number. I kept checking the tracking number and the harness was in Anaheim CA since June 4 and wasn't moving. On June 12 I sent an email asking what the problem was, they answered me: Hi ***, Thank you for your message. I will check your order's status with our delivery team and I will get back to you in 24-48 hours with the details. I am so sorry for this and please do let me know if you need further assistance. Thank you again for your patience. Next answer was: On Mon, Jun 15 2020, at 03:47 AM, Joyride Harness Support Hi ***, Thank you for your message. I will check your order's status with our delivery team and I will get back to you in 24-48 hours with the details. I am so sorry for this and please do let me know if you need further assistance. Thank you again for your patience. next communication by me--On Wed, Jun 17 2020, at 05:05 PM, *** Where is my harness? The same June 4th message is in the tracking info. Joyride answerHi ***! We will reach out to the courier the reason for the late shipment and regret the occurrence of this event. We can assure you that this will be looked into right away and will provide you a resolution. Please give us at least 24-48 hours to do our investigation. We really appreciate your business with us and sincerely apologize for any inconvenience caused. When I received this message I realized that they just send out form replies. I wrote to them and told them I want a full refund. Haven't heard from them since except sending me emails about items on sale and to fill out a comment sheet on how I like the harness. These people don't care about customer service at all and I feel they aren't honest. :

Purchases not received and company has failed to provide shipping/order status updates, refuses refund I placed an order with this company on 11/13 and was advised shipping typically takes 3-5 days. I received an update from the company on 11/17 advising that "due to the recent events with the evolving pandemic situation, we are seeing longer than expected shipping and processing timelines" and was advised to allow an additional 7-10 business days "for my tracking number to update once you have received the shipping notification." I received another email from the company on 11/20 stating that they are "currently experiencing small delays in fulfillment" and would "make sure to keep me updated on the progress of my order every step of the way." I sent an email to the company *** expressing displeasure with the extended wait and requested a cancellation of my order and a refund. The company responded on 12/3 that "due to different lines of communication and hours of operation, we cannot intercept a recently placed order to modify or cancel it before shipment" but stated they would assist with a return or exchange or return once the order was received. I then received an email from the company *** on 11/30 asking if I received my order. I replied to that email on 12/1 informing them that I have not received my order or had any communication from the company since 11/20. A response from the company was received on 12/3, stating that they would "check my order's status with the delivery team" and reply "as soon as I have their feedback." I left a negative review of the company on the Trustpilot website (trustpilot.com) on 12/3 and received a response shortly thereafter stating that my order was "delayed but was delivered on 11/28. According to the tracking number." The email directed me to write to *** for further assistance. At this time, I have not received my shipment, shipping confirmation or tracking information. Though the company has responded to me on several occasions, I have yet to receive any information from their "delivery team" as they stated they would do. The company's response to my Trustpilot review states the order was shipped and delivered (again, with no shipping confirmation or tracking information sent to me), but the company's reply to my request for a refund suggested that the order had not yet been shipped. At this time, I have not received my order and have no idea when or if I will receive it, but the company has the money that I paid for the products and has declined to return it to me. Reviews posted on Instagram and Trustpilot, as well as complaints filed with the ComplaintsBoard.com show a number of customers experiencing similar issues with this company.

Have not received my product I paid for, and paid for priority shipping. Company will not refund me or help me to get my order. Has been 1.5 month now I paid for a dog harness over 1.5 months ago, as well as priority shipping. I have not received my product, and have sent multiple requests for my product, or to give me a refund. This company keeps putting me off. The tracking supplied shows that a label was created, but item has not been shipped. I have been emailing this company, chatting through their website (last communication shown below), and have called the 1-800 number, which no one can get through, because it gives no option to speak to a customer service rep.I have tried for over 1.5 months now to get my product or a refund. this company (Joyride harness) has put me off continually. I am now forced to go through my bank to try to reverse these charges for the product I purchased and never received. Tracking # given for shipping is : XXXXXXXXXXXXXXXXXXXX Transcript of chat online with the company today: *** I. Support Team Good *** I. Welcome to Joyride Harness! How can I help you today? Visitor need to know where my harness is my order # is XXXXXX I am going to the bank to have this charge removed and, and your company can eat the error *** I. Your concern requires the attention of one of our product specialists. I have noted down all of the details of your concern for their reference. They will be getting in touch with you via email within 24 to 48 hours. May I have your name, email and phone number? Visitor you have said this before 5 times now. it has been over a month now and NO PRODUCT! *** I. I'm really sorry about that. Visitor my name is ***! my email is ***@yahoo.[protected]@! my number is XXX-XXX-XXXX! sorry doesnt help. I WANT MY MONEY BACK ASAP...WITHIN 24 HRS! *** I. I'm noting in our system. firstname: *** lastname: *** emailaddress: ***@yahoo.com phonenumber: XXX-XXX-XXXX Visitor NO product specialists HAS EVER GOTTEN BACK TO ME SINCE THE LAST 5 TIMES How many times are you going to NOTE this in your system!? *** I. Yes and I do apologize if there is still no update from them Visitor THEN I AM HAVING THIS CHARGE REVERSE ASAP AT MY BANK, AND I AM TURNING THIS OVER TO THE ComplaintsBoard.com *** I. Right now, the best thing that I can do is forward this to them and do a follow-up. I know this has been going for some quite time now and I know how frustrating it is on your part. Visitor No...you dont know how frustrating this is! YOU dont have to deal with this. I DO! Your company is crooked, and you have stolen from me. that is called THIEF! *** I. Let me escalate this now and I'll tag this is urgent. Visitor it has already been escalated before. I don't have any more patience, and especially NO trust in your word! *** I. I'm sorry if you feel that way. Visitor I am notifying the ComplaintsBoard.com and the attorney General, as we speak right now. I will get satisfaction one way or the other...GUARANTEED3!

This business seems to have fraudulent and deceptive practices. 1- Very poor customer service 2- Do not timely/ever deliver products or pay a refunds In the following documentation: Me = The Consumer JR = The Business (Joyrideharness) joyrideharness (aka puglifeharness aka Pug Life Store aka WoofandWatson.com) interaction timeline: 02/06 Me: Placed order for 1 dog harness & 1 dog safety seat belt 02/06 JR: email confirmation of order 02/06 JR: TextMsg(XXXXX)=Pug Life Harness: Reply Y to opt in to text alerts 02/06 Me: TextMsg=Y 02/06 JR: TextMsg=Pug Life Harness: Welcome! ... Reply HELP for help STOP to cancel 02/09 JR: email= ... your order is indeed on the way! If you don't already have your tracking number yet, you'll have it in the next 2-3 days. ... (Note: never received tracking #) 02/23 JR: email= ... Did your order arrive safely? ... 02/25 Me: email= ... NO! We have NOT received order #***. ... 03/05 Me: TextMsg(XXXXX)=How do I get information on my order? 03/05 JR: TextMsg=Joyride: Harness: To be put in touch with a customer support representitive, please reply Y to this message. 03/05 Me: TextMsg=Y (Note: Never received a reply from support) (Note: Chat does not work on their joyrideharness.com. I could only access it from Printerest. Also it is not 24/7 as stated on one of their telephone recordings) 03/05 Me: Chat(via Pinterest)=Where is my order ? ... 03/05 JR: Chat=... unexpected delay due to our warehouse restocking ... We will contact them regarding this. 03/06 JR: email(about chat above)=I will check your order's status with our delivery team and I will get back to you in 48 hours with the details. (Note: See response email on 03/25) 03/18 Me: TextMsg(XXXXX)=We have asked multiple times & in multiple ways about the status of order number ***, Which was ordered a month and a 1/2 ago. We have NOT received a satisfactory a nswer to these inquiries! Either ship this order or refund our money. 03/18 JR: TextMsg=Joyride: Harness: To be put in touch with a customer support representitive, please reply Y to this message. 03/18 Me: TextMsg=Y (Note: Never received a reply from support) 03/24 JR: email=...bad news the 2 in 1 seatbelt and leash combo is now sold out completely :( ... 03/25 JR: email=...the reshipment of the lost order it may take 7 to 10 business days for delivery kindly confirm if you want reshipment or a refund instead? 03/25 Me: email=Yes, please reship the order item (harness) that is in stock and refund the item (safety leash) that we were told is out of stock . Thanks 04/01 JR: email=...The popular 2-in-1 Leash and Seatbelt SOLD OUT last week but they are now BACK IN STOCK! 04/01 JR: email=...I've put in a request for the reshipment of your order. Kindly allow 2-3 days for this to be fully processed as well as 7-10 days for delivery. 04/14 Me: email=Well this is the 2nd or 3rd time you have NOT met your own specified window: (The latest from email on Wed 4/1) "Kindly allow 2-3 days for this to be fully processed as well as 7-10 days for delivery." (Note: today=04/21 - No response or refund yet!)

STILL HAVE NOT RECEIVED ORDER # *** PLACED ON JUNE 4. USPS TRACKING INFO LAST UPDATED ON JUNE 11. ORDER# *** PLACED ON JUNE 4. ON JUNE 5, I TRIED TO MAKE A SIZE CHANGE TO THE ORDER. SEE MY EMAIL CORRESPONDENCE BELOW: *** Fri, Jun 5, 11:13 AM Hello, I was wondering if it's not too late, the red harness I ordered should have been a XXL. Is it too late to change the order? The white plaid is XL and the *** Tue, Jun 9, 9:47 PM Did you receive this email on Friday June 5?*** Begin forwarded message: From: *** Date: June 5 at 11:13:19 AM EDT To: *** Support Sat, Jun 13, 7:14 AM Hi, ***! Order #*** Change size request to this item 1 × World's Best Dog Harness - Red / XL To XXL We'll see if we can intercept your order with our shipp *** Support Thu, Jun 18, 2:41 AM to me Hi, ***! Order #*** We're so sorry, but at this time we cannot make any changes to your order as it's been shipped already. However, we can do an exchange. Once you receive the order, you can get the return/exchange set up starting at this link: https://joyrideharness.com/a/returns *** Please let us know if you have any questions! On Sat, Jun XX XXXX, at 11:14 AM, *** Support Hi, ***! Order #*** Change size request to this item 1 × World's Best Dog Harness - Red / XL To XXL We'll see if we can intercept your order with our shipping team and get that updated for you. Because we have different lines of communication and hours of operation, please allow us the next business day to get an update for you. And of course, should you need anything else - questions or concerns - feel free to send them our way! We're happy to help. Thank you so much for your patience. On Wed, Jun XX XXXX, at 01:44 AM, *** Did you receive this email on Friday June 5? On Fri, Jun XX XXXX, at 03:13 PM, *** Hello, I was wondering if it's not too late, the red harness I ordered should have been a XXL. Is it too late to change the order? The white plaid is XL and the red one should be XXL. Please let me know if this is possible. If not, I will return the red XL when it arrives and exchange for the correct size. Thank you! *** Support Thu, Jun 18, 2:41 AM to me Hi, ***! Order #*** We're so sorry, but at this time we cannot make any changes to your order as it's been shipped already. However, we can do an exchange. Once you receive the order, you can get the return/exchange set up starting at this link: https://joyrideharness.com/a/returns *** Please let us know if you have any questions! *** Sun, Jun 21, 2:10 PM (12 days ago) Hi ***, I wanted to reach out and make sure that you got your order. Did your order arrive safely? If you need any help, just reply to this email. Thanks, You *** Sun, Jun 21, 2:15 PM (12 days ago) No, our order still has not arrived. I didn't realize it would actually take this long! I am a little disappointed in the delay of this order. On Jun 21, 2020, *** Support Sun, Jun 21, 10:55 PM (12 days ago) Hi, *** ! Your order is currently in transit to you. If for some reason you do not receive your package in the next 5 business days, please contact us as soon *** I CONTACTED THEM AGAIN JUNE 25 VIA "CHAT" ON WEBSITE AND HAVE ATTACHED THAT THREAD AS ADDITIONAL SUPPORTING DOCUMENTATION. THE USPS TRACKING # HAS NOT BEEN UPDATED SINCE JUNE 11 EVEN THOUGH THE COMPANY HAS STATED THAT THE COURIER SAID DELIVERY WITHIN 5 DAYS OF MY LAST CORRESPONDENCE.

"Product Specialist" team has not responded to inquiries regarding an order and return issue that needs resolving after repeated attempts at contact On Thu 6/4 (~8:40pm) I mistakenly ordered the wrong item and immediately contacted support to cancel the order. They had advertised a "One Day Sale", so I hoped to cancel and re-order the correct item right away during the sale. I spoke with *** G (6/4, 8:42pm) via their Live Chat feature. She assured me that it was not a problem, and as long as the order hadn't shipped yet they would be able to cancel the order. She herself wasn't able to do the cancellation, instead she had to send the request to a "Product Specialist", who would get back to me in 24-48 hours. Fri 6/5 (2:02pm) I initiated contact via chat, this time with *** B, to check on the request. He assured me that there wasn't a problem, and I would be hearing back from the Product Specialist team in 24-48 hours. (By the way, the "One Day Sale" from the previous night was still going on, and would continue for at least 1-2 more weeks, so I guess it was not a 1 day sale after all!) Mon 6/8 (2:25pm) I still han't heard back from the Specialists, so I initiated contact via chat again and spoke with *** A. He repeated the same info about how he would submit my request, mark it as urgent, and that the Product Specialists would respond in 24-48 hours. Mon 6/8 (8:45pm) I received an "Order Update" email from Joyride Harness that their shipping/processing times are delayed due to COVID-19, and to please be patient. There was no mention of my inquiry. Thurs 6/11 (7:44am) I finally get the following email back in response to my "Urgent Request": "I see you sent an e-mail requesting cancellation of the order. Unfortunately, our shipping team processed your order before we viewed your request. Your order is currently in transit by the carrier at this time and we cannot issue a cancellation or refund until you receive and return it. If you wish to keep it, that's no problem. For a refund, however, please use this page to send the item back and we'll get that taken care of: *** It's a really easy process and we provide prepaid shipping labels to remove the extra hassle. We apologize for the delay and thank you for your patience!" Upon receiving the items (6/17), I decided to give it a shot anyway, and confirmed that it was not the correct sizing for my dog (I ordered an XL harness but meant to order a size L harness). Additionally, the threads/seams were already coming apart on the metal attachment, so this was either a defective product or just very low quality to begin with. I visited the link for processing the return, and was only given an option of paying *** for return shipping costs. Since the order should never have shipped in the first place, and their email indicated that the refund would be "taken care of" along with prepaid shipping, I did not think I should be responsible for return shipping. I also find it interesting that they coincidentally waited until the morning after the order shipped to address my cancellation request, in spite of their "shipping delays" (USPS tracking shows it shipped 6/10 9:14pm, their email was sent 6/11 7:45am). On 6/29 (3:54p) I contacted chat regarding the refund/return shipping. I spoke with "*** He wasn't able to handle the shipping issue, so he submitted another request to the Product Specialist team, and said they would get back to me in 24-48 hours. On 7/6 (1:47pm, *** I contacted chat again, this time speaking with *** I still had not heard back from the Product Specialist team. He said that due to the holiday weekend, there was a delay in response, but that I would definitely hear back from them by the next day. I said I would file a ComplaintsBoard.com complaint if I don't hear back by 5pm the next day. Today, 7/7 (5:43pm), I chatted with *** G. She offered no info other than she would submit another "urgent" request to Specialists and I would hear back in 24-48 hours. So, here I am! My order number is #XXXXXX