Yugster.com Terrible customer service that should not be ignored. Salt Lake City Utah

I wish I did not have to write this review, but the company has left me little choice in the matter - there really is no excuse for their behavior when they are wrong!!

I have made many orders from Yugster and I was a very happy customer. My only complaint before this order would be that they are a little slow when it comes to filling and shipping orders, but they are far from the worst.

That all changed when they sent me a wrong item in my latest and final order with Yugster.  Here is the situation:

I placed an order for 3 items 10/28, and it is important to note that all items rarely arrive in the same box like other vendors. When you order three items, you may get three parcels in the mail. One of the items I ordered was a dog seat cover/divider. When the items arrived 10/8 , all the items were correct except the dog seat cover. Instead of the correct item, they sent an item that appears to hang on the seat for tiny dogs (I have not opened it), but one thing is for sure, it does not even come close to a seat cover nor could my larger dogs ever dream of using it.

Immediately after it arrived I reached out to Yugster 10/10, explained the error, and included a picture. (Please note: I made a mistake on the numbered picture and accidentally sent a vacation pic by mistake - more on that to come...). I did not hear from them for two days so I wrote to them again 10/12. Their first contact with me was eight days after my initial contact 10/18. They responded by saying that the item I reported was sent to me by Yugster, was not an item they sell. Translation - you're a liar, we never sent this item. I lost my temper and wrote back 10/18 basically saying, who else would send an item to me using their mailing address and shipping label if it wasn't them? Six days later on 10/24 I got a reply saying that the picture I forwarded could not be an item purchased, and they were absolutely correct. Due to the holiday I was traveling and frankly was not giving this matter any attention, but to her credit the Yugster rep 12/03 again let me know that I would need to forward her an accurate picture by 12/05.  I forwarded the correct picture 12/05 along with a picture of the receipt.  This morning 12/15, ten days later I got a reply from Yugster saying "images would normally need to be submitted within 5 days of the original complaint. I have sent the information and imaged to the warehouse, but it maybe too late. I will follow up with you once I receive a reply back from the warehouse."

Here are my problems with this organization:

1) At no point have they ever admitted they made a mistake.

2) They are requiring me to forward a picture which I am not really required to do. What if that was not possible for me - i.e. no digital camera or means to do so? Would that justify their ripoff?

3) They are creating rules where none exist, not to mention they did not even respond in their own imposed 5 day response period.

4) Why can't they respond to customers in a reasonable time like 24 to 48 hours?

5) Why is the burden of proof on the customer?

6) Why would they deny they sent the wrong item from the start?

7) I could go on and on but the point is, this company has no idea how to treat customers and they clearly don't understand who pays the bills.

A few observations:

I am incredibly thankful this was very low cost item, as I can only imagine how they would act if they made an error on a much more expensive item.

I am also thankful that I purchased this on a credit card because I am finished with trying to "work this out" with a company that is unwilling to do anything that resembles working it out.

I have been reading reviews on the company, and I get the impression that something bad has happened with this company in the past year. They went from a good company for many years, to a slum almost overnight. I wonder if there is new ownership or management involved, or possibly they are in trouble financially. One thing is certain - they have done an about face when it comes to customer care and overall quality which means something has changed.

Would I ever do business with them again - absolutely not! And you shouldn't either. In the end you get what you pay for and I would never have been treated like this by the larger online retailers.