I have never been as displeased with a customer service experience as I have at Soggy Paws recently. I recently bought a couple of dog toys (1 Large Invincible Chains by JW Pet & 1 Combat Extreme Bone Tug Dog Toy) for my puppy at the recommendation of one of the co-owners at the store, Paul Rathe. At roughly $13-15 each, I would expect them to perform. After just 2 days, both toys were damaged beyond use. I have bought $5 toys at Petsmart that have lasted me 6 weeks. nWhen I returned to the store the weekend after I bought the toys and asked them for a replacement/refund, I was told I should directly contact the customer service of each of the Dog Toy manufacturers. And they proceeded to give me the contact numbers of each of them. Unheard of. A store that won’t directly deal with their customer and asks them to take it up directly with the manufacturer. nSo after trying to call the manufacturers, one of them, JW Pet, nicely enough, sent a replacement toy, that lasted about 5 minutes. The other, Bamboo Pet, has not returned any of my phone calls. nWhen I called the store back to inform them of my experience, they said there was nothing they could do about it. Apparently, they have no problems dealing with the toy manufacturers themselves and therefore feel that we should continue to take our problems up with them directly. nThis type of customer service experience is atrocious, in my opinion. Especially with a small, so-called neighborhood mom-and-pop store. I expect this type of behavior with large, uncaring multi-national corporations. The whole purpose of a retail store is offer a pleasant shopping environment with the ability to handle returns/refunds for products that are either obviously defective or are sold under false advertising claims. nI sincerely hope that this level of service catches up with Soggy Paws soon. They deserve to be out of business ASAP. nVikramnChicago, IllinoisU.S.A.
1148 W. Leland Avenue Chicago, Illinois U.S.A.
Pet Shops & Supplies