OMG what a terrible story to read. I really hope UA reimburses her for the cost of this. And why on earth would you offer a program like that knowing full well you/your staff can't come through with it? I hope she sues their pants off.
What this does personally is reaffirm that I will never, ever ship any dog or puppy again. I did it once for Billi, and know that it was an unnecessarily hard trip for her. I'll always feel guilt for that!
