Customer service complaint about Marilyn Muttroe Pet Boutique online
 

I am very upset. I ordered two winter jackets for Thor before Christmas. The website said they would take 1-2 weeks to ship. Two weeks later, I had not received anything. I sent an email to customer service, who said that my jackets would be coming in "any day now."

Fast forward to today (one *month* later), when I get a notification from Paypal that I have received a refund from this vendor. I check the status of my order and NEITHER of the jackets is available! There is no notification or apology from the vendor.

I was so excited about these clothes, and now I'm not even sure I'll be able to get them, even from another source because I've waited so long. Thor has no warm clothing! I could have purchased these items from a number of other places, but this boutique seemed to have such great selection. Now I know why -- they don't guarantee the items! Grrrrrrrr.

I would e-mail their customer service again and let them know that their customer service is extremely poor & you won't be shopping from there again and if you have anything to do with it, no one else will either. Wonder if they'll respond to that... I'm sure a sorry would be better than nothing.:(

wow! i would be very irritated, as well! :thumbdown i would send them an email, if i were you!! ;)

GEEZ!!!!!!!!! I can imagine how upset you are........as I would be too. I hate online vendors that don't keep the availability of items in "real time". Thanks for letting us know!!!

I had the very same thing happen with a vendor on here once. She isnt here anymore though

Thank you guys. I have emailed the vendor, though I have not heard anything back. I mainly wanted to warn other people. Their prices were lower than everyone else's, and they had so much to pick from, but that's not meaningful if they can't actually provide what you ordered!

I ended up buying the same things off of Amazon, and both items have shipped already, so there's a happy ending. Thor will not be a pupsicle. :)

ripp-off
 

At least you got your money back. I ordered from Pure Country Pet Boutique and was told by Taylor Silbaugh that the sweater was out of stock, to order something else or ask for my money back. After many e-mails trying to get my money I was cheated out of my money and the item. They would not even respond to my e-mails. Unfortunately I waited to long before contacting Pay Pal and they won. But they won't be getting any more money from me. Stay away from that site.

Mercury,

You are truly are being unfair. I remember you specifically, due to this occurence not happening in our boutique before. We go above and beyond for our customers and most of our customers are - repeat customers. Your unwarranted comment regarding our boutique - is not fair, nor is it truthful at all. We tried to make you happy in every way possible and we did apologize to you - numerous times. Normally, we do not cancel orders, per our company policy - however, we did for you due to the time period of the special order items coming from Europe. We received notification at the last moment from the European vendor, right about the time they were to be delivered to the boutique - that they were not going to ship any more to the states. This was completely out of our control and for you to slander our company which has a great customer service reputation - for something we had no control of - is just not right.

#1 -- it is totally inappropriate to use a real world name. I have reported your post to admin.

#2 -- You did not apologize at all. I received a cancellation without any further communications.

#3 -- After receiving your cancellation, I ordered the two outfits OFF OF AMAZON, and they arrived WITHIN A WEEK! Hardly rare, European outfits!

#4 -- If you truly have great customer service as you say, when seeing my complaint, why not contact me directly and offer to resolve the problem, rather than "outing" me and accusing me of slander?

#5 -- I told you that I was planning to post a complaint online, and I find it interesting that I didn't hear from you until now. I assume you care now because the complaint came up on googling the name of your boutique.

Slanderous Comment
 

I as well have contacted the admiinistrator about your post. Again, we tried everything to make you happy - there are those who you just can not and they then in return are vendictive for no reason. Our company goes above and beyond to make our customers happy. What happend to you was out of our control and you fail to state as such. Just terrible this false impression you are giving to others - just terrible, you should be ashamed of yourself!

Slanderous Posts
 

Mercury,

Again, you are not being truthful. Puppia is based in South Korea.

:rolleyes:

I notice that you don't contradict any of my points. If that's your version of excellent customer service, then there's not much I can do to change your mind.

I would have thought that seeing a negative customer review might prompt you to make that customer happy, rather than attacking her. But what do I know, I'm just vindictive.

Puppia
 

Mercury,

I am not attacking you. Only defending our comapny. You may want to twist this scenario however you wish, but I have every right to refute the misconception you are attempting to place. As you can see on the attachment - Puppia is International. So, please - stop with the slander. This is not fair at all!

I'm not really sure what other option this seller had. Many on line retailers do not physically stock inventory...it's ordered when they receive an order. If their supplier no longer offers an item there isn't much the merchant can do. You found a vendor who simply had the items in still available.

Had you not received a refund...it would be another story.

I'm not arguing that Puppia isn't international. Obviously. That doesn't mean it's not available everywhere in the United States.

bchgirl, if you can't see any option beyond silently cancelling an order after a month and not responding to numerous DIRECT emails complaining about the situation, well, again, not much else I can say.

Slanderous Post
 

Mercury,

Actually, my son who is a soldier over seas brought it to my attention via his Yahoo Messneger and noticed it as he was, "Googling" Marilyn Muttroe. I was told about it today. Again, you are being just mailcious with your statements for something that was out of our control. Very unfair!

I think your posts on this thread make it clear that my account of what happened is truthful, and also show what kind of "service" your company provides.

I will pray that your son returns home safely.

Slanderous Posts
 

Your statement is vague - again, of course I remember your name due to this happening (your coats being cancelled by the vendor at the last minute) as being not the norm of what occurs within my company. Our customers are happy and they return. What you are doing is just wrong and it was not within our control and you were given your funds back. For you to make a big bold statement of "BEWARE" - is just not fair and attempts to inform the consumers that we in some way did something bad. That is not the case at all. If you believe that you need to place such mis truths on the web in such a slanderous form in order to satisfy what ever you need, well that is of course, your choice. There are a lot of companies out there who take their customers money and more - those are the ones who the consumer should be aware of. This is just maliciously written untruths on your part. This choice of yours to write such - can take my business down. You are wrong and you are just terrible to do such a malicious thing. However, I do appreciate your prayers for our son. Ian just came back from 15 months in Iraq and will be heading to Afganistan.

If you had spent 1/2 of the energy on me when I was just another customer that you have here accusing me of lying and being a terrible person generally, I would never have complained about my experience.

I hope you understand that as a customer, it is extremely frustrating to order something and simply never receive it. I sent you several emails expressing my unhappiness, and I recieved no response. How is this "going above and beyond" for your customers?

I'm sorry that you feel the word "BEWARE" is too harsh. However, I think people deserve to know that someone ordering from your boutique may not get their items, and find that their attempts to contact customer service go unanswered. People can make up their own minds about whether or not to do business with you after hearing about my experience.

I am gong to try not to respond to this thread anymore as I think I've said all I can.

Slanderous Post
 

Mercury,

You are just unbelieveable. I will fight to have this slanderous thread down. I will as well, contact my other customers who as well are YorkieTalk.com forum posters and have them tell their experiences. You are just wrong and malicious.

Scandalous Posts
 

You, (amazing I knew who exactly you were - being that this is not a common occurence of the situation you and I were both placed in - by a vendor) are just unbelievable. I would never do as you have done and hurt someone for the simplicity of being viciously malicious for their own self pleasure. Shame on you. You are just mean and deceiving. :(

A Note from One of My Dearest Customers Regarding the threads
 

Lisa,

Don't let the nasty people out there get you down. I know as well as the next person (especially being a nurse for crowding thirty years), that "s**t happens" (pardon me but sometimes it is an expression that fits better than anything else). I have never felt that I have received anything but the best service from you.

I will be praying that the Lord holds you close during this trying and sad time. Have a safe trip going and getting back to your loved ones in California.

Are you ready for a new Suzy story? I hope it makes you laugh and doesn't gross you out. The other night I was talking to my sister-in-law, Peggy, about her mom who was just diagnosed with breast cancer. I put the two girls outside to do their business. I got done talking with Peg and decided to check on my parents (they had doctor's appointments that day). While I was talking to my dad, I brought the girls in, of course I noted that the Suz did both types of "business." I am holding the phone against my shoulder, trying to get coats off and snowy feet wiped off and still carry on a conversation. They both ran into the living room with my husband. Next thing he is calling me to come in the livingroom, of course I am a little annoyed because I am on the phone for Pete's sake! When I go in to check with him, Suzy is sitting on her favorite blanket with a piece of dog poop next to her, I'm thinking she just went outside. Well....turns out she brought in a frozen piece for a snack! Of course, she also has a piece in her mouth which I extracted (she did jump in the chair with my husband--thinking he is the safe zone from a crazy mom). My dad was laughing when I told him what had happened. The worse thing was when I dropped them in the toilet they clanged! Good Lord above the things we do for our fourlegged babies.

You take care and remember there are a lot of people out there--as one of our nurses will say-- that are crazier then a hoot owl (I never knew hoot owls were crazy until I worked with Penny),

Why do you keep putting her full name? That's not showing a lot of good about yourself to put a "customer's" full name.

I think you both just need to get over it. The money was refunded so I don't understand what the point is going on and on about it? Good grief, act like adults.

I do understand your reasoning. However, my point is that she is slandering my company. She has nothing to lose. I, on the other hand as a business woman have this huge "BEWARE" attached to my company's name. I believe that she needs to remove this thread that is going to only cause my company harm. She is being malicious. As a business woman I have the right to defend my name. If I were to not defend my name then - I would have something to hide. When you google Marilyn Muttroe this "BEWARE" comes up. Now, if that were your livelihood and your business, would you just sit back? I will not.

I do not mean to be disrespectful to you. Just, what am I to do? She has placed this warning which is attached to my name. Who, is going to do business with me when all they have to do is google my name and she has this warning attached. Again, no disrespect to you. This is, just my livelihood and my childrens future. She is being purely malicious.

I do understand as I would be pretty upset if the same thing happened to me. I really don't understand what else she wants you to do. I guess she's trying to say that you could have went through all of this trouble when she was first e-mailing you wondering about her order instead of waiting until your name negatively surfaced.

With that being said, I really don't believe this thread is going to do your business too much harm. Most people will read the thread when they see it come up and I don't think it will steer them from purchasing from you because it really isn't that big of a deal. Some people just take things to extremes.

See, that is the problem. As I stated, to her - we went above and beyond in aiding her. She states, that we did not answer her emails, nor place time into to her - until the thread. That is not true at all. We answered each and every concern that she had. That again, is where she is falsifying her statements. It is going to harm my business. Again, when you google Marilyn Muttroe and all that google - will see this warning of "BEWARE". Our customers are our priority and for this individual who seems to have nothing more than time in causing harm for others - for no factual reason - is malicious. Simply malicious. Google, is like a synopsis within the brain. As long as this thread is up - Google will attach Marilyn Muttroe to the "BEWARE". It will affect my company. How can it not? Google Marilyn Muttroe - you will see. Again, if I had done something wrong, to this individual - so be it. But I have not.

P.S. - I love your baby's name Lillybug. My baby is called Lillibean. Too cute!

Hello,

I am new here, actually just signed up today. I also own an online boutique catering to dogs. When I was inquiring to Puppia about becoming a dealer - They told me they actually have a location in NJ and ship from that location nationwide. (The location is also in the "contact us" part of their website)

For small businesses and more so for online businesses, customer service is what makes or breaks a deal. If you are offering products on your website that are not readily available to ship - you should put a lead time on that product page specifying the lead time (ie: ships in 2-5 days). This will provide the customers the time frame in which their orders will be processed and shipped up front.

I have never heard of a company policy that does not allow cancellations on orders. Usually if a customer decides to cancel, the order is cancelled and the customer will receive a refund within 24-72 hours. Having a company policy that doesn't allow cancellations is a little odd. Why wouldn't a company offer cancellations - especially if it's a product they don't have. I could understand if the product was a "special order" item and was made to order, at which time you should still offer a cancellation, but charge a re-stocking fee.

I don't know everything about business, but customer service is a must. The way you are coming on here and trying to defend your company and using the customers real name where ANYONE could see, is very unprofessional. To be honest, by being on here bickering back and forth, it makes your company look unprofessional.

You should have contacted the customer privately, asked what made them upset and what would make them happy. After all is sorted out, kindly ask for them to remove the post or do a follow up post of how things turned out.

How much was the dog clothing all together? Less than $50.00? Is it really worth it to argue over that PUBLICLY? You could have offered a refund and a 20% off or $10.00 discount or whatever you choose on their next order to make them happy - I'm sure most customers would be fine with that. But, instead...from what the customer is saying - not much was done about the transaction and this is why they are unhappy and warning people of your company. You didn't take action when needed and are taking unneccessary action publicly, when this should be resolved privately.

I hope everything works out for both of you and everyone learns from their mistakes.