Hi All

I brought 2 sets of polka dot collar & leads back in July. Delivered within 3 weeks, but then after a week of them being used, all the fake leather came off both collars so I sent them an email complaining asking for a return address & for a refund.

8 emails later, (2 back saying they are waiting for a response from the designers) I AM NOT A HAPPY BUNNY

You cannot reach them on their phone as it diverts straight to an American Voicemail.

You get no where by emailing them either.

I have now faxed them - we'll see how we get on.

IF YOU WANT MY OPINION DO NOT ORDER FROM THIS WEBSITE. CHEAP DOESNT ALWAYS PAY!

Aww that sucks. =/ Hopefully you get everything resolved. Thanks for your review and letting us know. =]

Having submitted a slightly negative review just yesterday, I am glad to say my email was responded to and the ordered item arrived today and was exactly as described. I am now much happier and more likely to use them again.

Maxine has such excellent personal relations skills, I had similar toned emails myself, I am happy to support any information request from any consumer relations programmes. I cant believe that this multiple payment issue is still going on. When I requested my money back in September she denied any problems with the system however it is clear that the problems had been on going for some months!

My emails from Maxine were the same. I kept all of them just in case any consumer relations contacted myself and wanted proof. I actually printed them off and showed family and friends and they couldn't believe them. One of the more pleasant ones below:
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Ocotber 21st 2010
It surprises me that when customers read these reviews they appear to totally miss the good reviews we have and also forget to take into account we have over 20,000 customers and only a hand full of bad reviews, happy customer very rarely leave a review.
I will certainly chase your payment up for you.
Please also note every customer who had this issue on these nasty review sites has been refunded, one of them totally missed the refund and still insist she has not received it how ever after her bank contacted us and the relevant documentation was sent out she dropped her claim, two of the reviews also asks for a substantial amount of compensation prior to writing the reviews and are now under police investigation.
What a lot of people do not know is, these sites are set up to make money from advertising, if we have a lot of good reviews the site owners remove them, it is more profitable for them to have manly bad reviews as more customers read them.
Also you may have noticed you cannot change your review or add another review, so if you discover you were wrong or look at your account two minutes later and discover you have been refunded it’s too late you cannot amend your review.
We had one customer who reviewed he had not received his order, that same day the neighbours called to say it had been at their house for over two weeks, their pet sitter had signed for it whilst they were away.
He was most upset he had written a very damaging review and could not remove it even after e-mailing the review site it has still not been removed.
Another point to bear in mind when reading these reviews is, if our competitors hear of a problem they will add reviews to escalated the issue and gain customers for them.
The problem which faces businesses in the country is you cannot sue for liable as most of these web sites are not UK based they are usually in the USA, which has freedom of speech laws, allowing anyone to say whatever suits them.
Having said all of this is it not very good for this incident to have occurred in the first place, we have had an error on the system, which we have resolved, and we are looking at the issue with refunds which should all be completed and in our customer’s accounts no later than Tuesday.
I must apologise for the long winded e-mail
Thank you
Maxine
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Note: she states that the problem is resolved and this email is dated 21/10/2010.
Also; there are people on this website saying it was happening to them back in June 2010.

Since this experience I never buy anything off of the internet without looking into it first. This was the first time I had ever had a bad experience but it certainly made me more aware again.

I'm saving all the emails too. These people are nuts. Isn't it fitting that their English skills are on par with their business standards?

My last one encourages me to write about them as much as possible. They're playing the game where the more they are mentioned on the internet they higher they appear on the search page. Of course, running a reputable business would perhaps ensure them greater success in the long term. (I've since reported them to Trustpilot and Consumer Direct). Still no products, still no refund.

Me too, I'll never buy off the 'net without a thorough search!

You have been taking monies from my bank account UNAUTHORISED. I am now in touch with the fraud dept of my bank, the local police to have you investigated and the chamber of commerce to put you out of business. I expect a complete refund by return. YOU WILL BE GOING OUT OF BUSINESS IF YOU FAIL TO COMPLY. MY BANK WILL NOT BE PAYING ANY MORE TO YOU, EXPECT TO HEAR FROM THEIR FRAUD DEPT
bren@decaret.com