Warning about New Puppy Pads.com
 

I have two indoor Yorkies and each uses his own pad to potty. After extensive research I ordered pads from Ryan on newpuppypads.com thinking I'd save money buying in bulk. I asked Ryan for a sample prior to ordering the pads. I was pleased with the pad he sent and ordered two sizes.
The pads in the boxes were nothing like the sample he'd sent. They were thin and ragged and plastic showed through some of the padded areas. The sizes of each were several inched smaller than stated on the boxes, with large plastic borders, rendering even less space for the dogs to potty.
Upon contacting Ryan, he said ALL pads were like that, calling it a CUT SIZE. He refuses to refund my money stating that I should have noticed the "quality" of the sample pad.
Ryan offers discounts and a free box after you order a certain number of boxes. Free and discount are no good if the original product is not the quality you expected to get. Watch out for this seller. He got 79.00 from me for very low quality pads. His response is very different before he gets your money than when you write about the product you receive.

Oh i am so sorry. I am really surprised. I have never ordered pads from Ryan, but did order a Kwigy-bo carrier and had a wonderful experience. I am so sorry you didn't have a good one. :(

I'm sorry, too. I've ordered from Ryan a few times and always got great service and quality products. I hope you're able to work this out.

wow, I am very surprised, I had ordered from Ryan, both the disposable and the washable pads and I am very happy with the service and quality, I hope you can work this out..
hugs,
Carmen in nj

Ok here we go!

I have sent you multiply emails stating that I would have UPS come to your house and pick up the pads and once I have received them I would credit you the $79 - $4.50 (discount I gave to you for buying two cases)

You then went ahead with out answering any of my email and proceeded to paypal disputes.

Paypal's reviewed the case and closed it becuase they do not cover quality of product.

I then sent you this email from my personal email address

"Rebecca,

I just received an email from Paypal's stating that they have closed the claim.

I'm still willing to work with you on the return of the product. Like I have stated multiple times, if you want me to send UPS for the return pick I will. I will have to subtract out the shipping cost.

Please let me know
Thanks
Ryan



-----Original Message-----
From:
To:
Sent: Wed, Dec 16, 2009 6:37 pm
Subject: Trouble


Ryan
I got my boxes of pads for the pups and we've got problems. The large pads (size) stated on the box and in your ad states a pad size of 23x36. It is actually 22x34 and this represents the pad AND a one and one half plastic border all around.
The medium size came today and again......the box and ad say it's a 23 x 24 pad. The pad measures 22x22 from border to border including a plastic one and one half border, useless for the dogs. I would need to layer 2 of them to properly cover their average size pee pad tray from Petsmart.
Who do I send these back to and how do I get my $$ back for this order?
Rebecca"


I dont know what else I can do.
I have tried and tried and instead of you answering any of my emails you proceed to give me a bad name her YT. I have sold to tons of members on this site. Im hurt by your review and its really not fair.

IF YOU WANT ME TO SEND UPS TO PICK UP THE PAD. LET ME KNOW
ONCE I GET THEM BACK I WILL CREDIT YOU THE MONEY.

If I refund you the money and dont get my product back that is not fair to me.


Please email me and we can figure this out.

THANKS!

**UPDATE**

I call the number linked to her paypal acct. A lady picked up and I said "Rebecca" she said no Rebecca here. "I've had this # for five year. You have the wrong number"

Thanks Ryan for giving us your side of the story. I think it is only fair to hear both.

UPDATE

Rebecaa if you decide to read this instead of your email. Here's a copy:

"Rebecca,

UPS will be there to pick up the product in 2-7 business days
Please have the two cases of pads ready.

Please write "S0658544" on each box

Once I show them received the money will be sent back to you

Thanks
Ryan"

I think you need to give Ryan a chance to work things out with you. I have had nothing but good service and I LOVE the pads (washable) that I recieved from him!! Please give him the chance to fix things!! Good luck!!!!

**UPDATE**

I found her phone number from a prev email.

I called and left her a message and told her UPS will be there in 2-7 days to pick up the product and once I received it I would issue the refund.

Still no emails from her or reply here on YT.

I've purchased washable pads & Himalayan Chews from Ryan & he's gone Above & Beyond to give great service. Please OP, communicate w/Ryan & give him the chance to fix your order like Crickettsmom said.;)

Seriously? You expect Ryan to give you "HIS MONEY" because you have not returned "YOUR PRODUCT"? :thumbdown You made a business exchange so those pads are Yours. Unless you communicate and do as you are asked, you don't deserve your money back. Not unless you return product!

I have ordered MULTIPLE times from Ryan. I use disposable pads, washable pads (both sizes), the Fizzion cleaner (which is the BEST), I just ordered Chews & My original purchase was a Kwigy Bo (which was the best price I could find). Not only do I continue to order, I refer others. Just today I told a lady in Petsmart about www.newpuppypads.com.
I am a full time pet sitter and tell ALL my customers about Ryan. I am pet sitting a new 9week old Puppy over Christmas, they are picking him up on the 23rd and bringing him to me. The first thing I said, was go to this website for your pads! Why would I do that if the products and customer service sucked?

Ryan--
Don't let one bad apple get ya down. You are a GREAT YT'er and a wonderful business person. There is a reason everyone has great things to say! Some people just expect everything for nothing. Thanks for the great quailty ( I wash pads everyday & they look great ) Your disposable pads are the FIRST that I have used that the pee doesn't soak through. AND the fizzion took care of stains that have been on my carpets months!! Whatever you do, don't go out of business because I dont know what I would do without ya! :D

Dana~

Ryan- so you dont feel bad, as an outsider who has never ordered from you, I am impressed by all the people who are willing to stand behind you! I think most people will see that when they read this thread :thumbup:

I am going to be placing an order next time I need pads.

:thumbup::thumbup::thumbup::thumbup::thumbup: I agree!

Thanks everyone for the support! :)

*Update*
Still no emails, calls or replies from Rebecca.

You can only do so much. Relax, kick your feet up and dont stress over this hogwash! lol

I just placed an order for Himalyan Chews a couple days ago and Ryan has been a fantastic communicator and very helpful. He shipped promptly and so far it's been a fantastic transaction.

And after hearing about how much people like their pee pads, I think I might order some washable ones from him!

**update**

She finally sent an email

"The boxes are taped and waiting for UPS
Rebecca"

HAHAHA! She can't show her face here? Wow Rebecca, I do hope you offer an apology when you get your refund. That wasn't so hard was it?

Response
 

I work days and do not have the opportunity to sit on line definding myself. The quality and size of the pads in the boxes I received were not like the originag sample Ryan sent to me. The medium size barely covers the standard pee-pee tray from Petsmart. When the dogs go, the pee just lays on top like a puddle. They then track pee onto the carpet walking away.
Congrats to all of you who have bought bags and what not and received what you paid for. The pads I got are thin, non absorbant and not the size indicated on the box. My proof is in the pads I pulled from each box.
Ryan had my info and phone number and needed continued defense from Yorkie Talk rather than to simply respond kindly to my letter this morning. An I'm sorry and arranging to return and refund would have been enough.

I did try calling, emailing and getting in contact. YOU didn't get back to me!

Also, I never recieved a letter from you this morning!

and you're the one who started this thread... NOT ME!

Did you receive your order timely? Was it what your ordered? Has it ever occured to you that maybe he would have looked at them and sent you other pads? Maybe it was a supplier problem. At any rate, I think it is wrong to come on here and blast him when all he wanted was them returned. AND last time I went to Ryan's site, his phone number is there. Did you try to call him?

Response
 

I wrote Ryan last evening, not this morning as I stated before. Below is that letter and his response.
ALL I wanted was a way to send his pads back and have my money returned.
Restocking fees? Cut size? A pad from Walmart, Petco, or Petsmart matches in measurement what is inside the box or package by my prior experience. I was very disappointed when I saw the pads. Simple as that.

Ryan
I got my boxes of pads for the pups and we've got problems. The large pads (size) stated on the box and in your ad states a pad size of 23x36. It is actually 22x34 and this represents the pad AND a one and one half plastic border all around.
The medium size came today and again......the box and ad say it's a 23 x 24 pad. The pad measures 22x22 from border to border including a plastic one and one half border, useless for the dogs. I would need to layer 2 of them to properly cover their average size pee pad tray from Petsmart.
Who do I send these back to and how do I get my $$ back for this order?
Rebecca





rdb911@aol.com to me
show details 6:42 PM (36 minutes ago)

That is standard with any pad you're going to get...it called cut size

I will have to call my distributor in the morning to send them back.

I sent you a sample pad, you didn't noticed that then?? I will have to charge a re-stocking fee once I receive the product back.

Ryan

I just think it is crazy that it had to come to a thread on YT. It is obvious you wanted to give him a bad name and it sure did get taken care of quickly. I think you should have given this more time to resolve itself.

But, anyway.....

I am not chiming in on the main topic of discussion, but I did want to share a tip I learned with the washable pads. When I first used the washable pads, Sydney's urine puddle on top, too. I then washed the pads first before using them and that problem went away.

I notice that with new washable pads too. I have to agree.

I'm so glad to see this is being resolved. Ryan really is a great person and a terrific vendor! I have, and will, recommend him highly!

:thumbup::thumbup: Me too!!

Hey Ryan--

I got the large pads you sent yesterday. And the chews, OMG the babies stay busy for hours. Yesterday I actually thought about taking a nap because they were so busy chewing. haha Thanks again for great stuff!!

I can only hope to do business with Ryan, I sent a PM because I want to try the Chews and even willing to buy the Bulk Small size. I am waiting anxiously. Both my guys use washable pads (just added to my family and he is hit and miss right now), but will need to stock up, having to do laundry daily and we have 6 pads :eek: