Jennifer M.

Customer service DID NOT live up to In the Company of Dogs' satisfaction guarantee! If only they would put the same effort into their order tracking and customer service office as they do with curating and marketing their charming catalog! Upon placing my order I received an email that the dog bed I ordered had shipped UPS Next Day and a tracking number. The link to UPS tracking returned a page saying that the tracking # was invalid. After a week, I sent 2 email inquiries to Customer Service. No response. Finally I reached a very defensive CS agent by phone. She offered no apology. On reflection, she probably is exhausted fielding many many calls like mine, some no doubt a lot less calm and patient than I was. She tried to blame the 3rd party vendor for fulfillment delays due to COVID. I pointed out that her vendor claimed to have shipped. Because I insisted, she dug in and found out the shipper was NOT UPS, but actually FedEx, and Ground, not Next Day. When she asked (again) if there was anything else she could do for me, I asked her to pass on the issue of emailing me wrong shipper, wrong link to tracking & leading me to expect a next day delivery. She refused "because the call was being recorded." Meanwhile, I received daily and sometimes twice daily marketing emails, much of that time while still wondering where my order was! Today's email asking for a review was the last straw. Love the catalog, but will NOT order again!