Complaint Review: Heart Pup - Nationwide
- Heart Pup Nationwide USA
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- Category: Animal Abuse
Heart Pup Expensive luxury dog carrier NOT SO LUXURY!! Worst customer services ever!! Still waiting 6 months later!! Los Angeles Nationwide
*Consumer Comment: My Experience with HeartPup dog carrier/scarf slings
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I ordered a dog along carrier from Heart Pup at the end of November 2014. Two weeks later after I would have expected to have it already I got an email apologizing for the delay saying they are on back order and will be several more weeks. It was over a month before it arrived. Once it did I was very excited to finally have my $80 dog carrier (that's how much it cost me after a 25% discount coupon). As soon as I took it out of the package I knew I had been ripped off, it was scratchy thin fabric, terrible quality!! I tried my dog in the carrier anyways and he didn't like it, his legs were too long and was not comfortable with the material. I emailed heart pup and they told me my dog didn't like it because I was wearing it wrong. I went along with what they said and watched videos on how to properly use the carrier but it didn't help. I emailed asking to return the carrier once again and was told they would not return it (they responded to my email every few weeks). I was told every dog likes the carrier so I was in the wrong and if I wanted to return it they would only refund half of my money to cover their costs because "who would want a carrier someone else's dog has sat in." They even tried to sell me a more expensive carrier because they bought my dog might like it better. They convinced me to make an exchange and I paid for the return shipping (unprofessional). I was sent an email saying they received it several weeks later and a couple of months later that the new carrier had been shipped back to.
It has been over a month since that email and the tracking shows a label was made but it was never shipped. I have emailed them many times and gotten no response. It has been SIX MONTHS since my original order!!!!! They are rude and unprofessional and I would be not surprised at all of I never receive a refund or my new carrier. I am a college student with a little puppy so when I saw the presentation on Shark Tank I started saving up bits of money here and there and waited for my coupon to be able to purchase the carrier that had raving reviews. They obviously monitor their social media very well because I can not find a negative comment besides on this site. I wish I had read the reviews before I put my hard earned money I to this carrier. I am so disappointed and have never dealt with such unprofessional people in my life!! I am going on every site I can find to try and spread my story because Heart Pup is a complete and total scam!! PLEASE do not buy anythingn from thai company- you will see the horrible quality, if your expensive package ever actually comes!!
This report was posted on Ripoff Report on 05/04/2015 05:36 PM and is a permanent record located here: https://www.ripoffreport.com/reports/heart-pup/nationwide/heart-pup-expensive-luxury-dog-carrier-not-so-luxury-worst-customer-services-ever-sti-1226833. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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#1 Consumer Comment
My Experience with HeartPup dog carrier/scarf slings
AUTHOR: Lynnette Monrean - (USA)
SUBMITTED: Saturday, September 26, 2015
My experiences with HeartPup:
Recently I ordered a scarf sling dog carrier from HeartPup.
Here is what happened:
I gave them 'specific' measurements for a 'customized' scarf sling, which they offered.
Then I noticed the shipping label had been created by not shipped yet, so I emailed them and here is what I found out:
They ARE BACK ON TRACK NOW. They did have a problem with a factory that ripped THEM off and so it put quite a strain on their orders that then went into back-order status
HeartPup has found a NEW factory that is fantastic. I have a carrier/sling they made that is really sewn excellently. They are now back on track. Only 'special' orders (custom specific sizing orders) which are handmade by HeartPup naturally takes a little longer, which is understandable.
So two things happened to HeartPup in the past year:
1. Since they aired on national television twice, they got swamped with orders that had to be handmade, thousands of orders!
2. When they finally found a factory to help them with the sewing, that factory ripped THEM off causing them to have to work furiously night and day to fill all of the orders that the factory had caused to become backed up.
As I said, they are totally back on track right now for regular orders and are working hard to make everything right for everyone.
They are NOT tying to rip anyone off - they didn't rip me off and they could have. What I found out is that what happened to them is not their fault and they are working hard to make things right.
I am just a regular person, not their friend, nor their relative, and I have to say that I just received two sling/carriers from HeartPup and my dog is NUTS about these. I carry him around all morning while I do my chores and when I try to take him out of the sling/carrier, he whines to get back in LOL
I can't even 'touch' the slings that are on the chair, because if he sees me, he comes running and begging to get inside! haha
My dog, Kenny absolutely loves these carrier/slings. I have tried them ALL and believe me when I tell you that these are the absolute BEST out there. Yes, some people think they are pricey, BUT, for me anyway, they are worth 'every' penny I paid! And the time that I waited for a 'special sizing' order was also worth every minute that I waited...my dog is happy!
I can verify my purchase from HeartPup
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