Unhappy with Ivsanbernard "prizes" and customer service

[DvlshAngel985]

Originally Posted by 107barney

How terribly tacky of a vendor!

That is perfect wording for what happened.

[Wylie's Mom]

Originally Posted by Ladymom

Good for you for telling your story! They tried to use YT for free advertising by pretending to offer a prize. It certainly backfired, didn't it? I will never purchase from this vendor and hope other YTer's boycott them, too.

I had offered to donate a $25 gift certificate for bows when there was first a problem, but the Admin told me it had been straightened out. The offer still stands.

I agree. What is also sad is that IV SB was really great to another *very* wonderful member here...and that member was very generous, in turn, to us other members in GIVING (incl shipping) a sample of their product to many of us to try, at no benefit whatsoever to herself (she does not sell the product; she just loved it, and wanted to share/give). I feel bad for her too, since she had such a positive experience.

[jacquelinebabco]

Originally Posted by Nancy1999

I'm sorry this happened to you, but so glad you have the courage to write about your experience. I know many people would have just sucked it up, so as to not cause any unpleasantness, but unless we hear about negative experiences from vendors, we can't really be sure how honest the positive reviews are. I fully support you writing about your experience, and I'm sorry this left you with a bad feeling. No one has to donate a prize to the contest, the prizes make the contest a little more exciting, but when something like this happens to you, you feel like you'd rather not have won anything.

First let me say that I am really sorry for the way the Halloween gift seems to have turned out. BUT, I don't appreciate being called a liar on the above post. I have never in my 64 years lied about anything. Why would I lie about a product that I have no financial ties with? I know I love the way Pek conditioner makes my dogs coat feel, look and smell. I have a closet with other products I have tried including Bio-groom, Pet Head, Milk Sheen, Nootie, Yorkie Slpash and Shine and Redken. Nothing comes close to Pek. You seem to be calling an awful lot of members liars if that's what your intention is in your comment "we can't really be sure how honest the positive reviews are" There are 466 posts about the product that's a lot of dishonest members!! I agree it's not good customer service, but my experience has been positive and I can't imagine using anything else on my gang. I again say I have absolutely no ties to IBS. I just like the way it works on my dogs. I hope a peaceful solution will be made.

[capt_noonie]

Originally Posted by jacquelinebabco

First let me say that I am really sorry for the way the Halloween gift seems to have turned out. BUT, I don't appreciate being called a liar on the above post. I have never in my 64 years lied about anything. Why would I lie about a product that I have no financial ties with? I know I love the way Pek conditioner makes my dogs coat feel, look and smell. I have a closet with other products I have tried including Bio-groom, Pet Head, Milk Sheen, Nootie, Yorkie Slpash and Shine and Redken. Nothing comes close to Pek. You seem to be calling an awful lot of members liars if that's what your intention is in your comment "we can't really be sure how honest the positive reviews are" There are 466 posts about the product that's a lot of dishonest members!! I agree it's not good customer service, but my experience has been positive and I can't imagine using anything else on my gang. I again say I have absolutely no ties to IBS. I just like the way it works on my dogs. I hope a peaceful solution will be made.

I don't understand where all this is coming from. Where did Nancy call you a liar? All she's saying is that it's impossible for everyone to love all products that had a lot of good reviews. A lot of people will not say they don't like a product or didn't like how it worked bc it had so many rave reviews in fear of ruffling feathers.

i for one had, and still have, kept my mouth shut on a bully stick vendor when I was new here. I thought they smelled terrible, whereas everyone else did not. Now that I have been here longer, now I am thinking I got a bad batch, bc that does happen. But I didn't say anything bc I didn't want to ruffle any feathers. nancy's just wondering how many other people are keeping their mouth shut on other products.

[roseylovestosho]

I'm very sorry you guys had such a terrible experience..$25 was not worth the damage they've done to their reputation.

[ivsanbernard]

We were just alerted to this thread. First of all, we want to say we are very sorry that these misunderstandings have built up to this level. We pride ourselves on our customer relationships and are always very eager to please. This has been confirmed by many Yorkie Talk members. We thought we had resolved this issue with admin correctly and that everyone was happy. We have given dozens of these gift certificates at various shows or to various organizations without any problem. It did take a few email exchanges to come to an understanding with the first winner and we did send her her prize with the free PEK sample despite the fact the cost was over $25. Unfortunately our website is not geared for applying "coupons" to the checkout cart and a comment in the remarks section would have sufficed. We control the website and have discretion over any resulting invoicing. Again we are sorry the winner has felt slighted. We were very enthusiastic in offering 2 prizes for your Halloween contest and did this in good faith. We asked the second winner to call us to retrieve her prize but have yet to hear from her to decide what product she would like. We will be very happy to ship her whatever product she chooses. Perhaps the next time we will offer specific products as a prize which will avoid any such confusion. As for the mention of another "unhappy" GC winner, we would love to know who that person was to resolve any outstanding issue as we have never issued an $80 gift certificate in any venue. Perhaps there is confusion over who that vendor is. Again, our sincere apologies to the winners and members of this site. We respect what has been posted and will strive in the future to always make customer satisfaction our top priority. We thank you all and do value our wonderful relationship with our Yorkie Talk customers.

[Nancy1999]

Originally Posted by jacquelinebabco

First let me say that I am really sorry for the way the Halloween gift seems to have turned out. BUT, I don't appreciate being called a liar on the above post. I have never in my 64 years lied about anything. Why would I lie about a product that I have no financial ties with? I know I love the way Pek conditioner makes my dogs coat feel, look and smell. I have a closet with other products I have tried including Bio-groom, Pet Head, Milk Sheen, Nootie, Yorkie Slpash and Shine and Redken. Nothing comes close to Pek. You seem to be calling an awful lot of members liars if that's what your intention is in your comment "we can't really be sure how honest the positive reviews are" There are 466 posts about the product that's a lot of dishonest members!! I agree it's not good customer service, but my experience has been positive and I can't imagine using anything else on my gang. I again say I have absolutely no ties to IBS. I just like the way it works on my dogs. I hope a peaceful solution will be made.

I can't believe how you are "spinning" my reply. I don't know if you're having a bad day or what, but my post means just what I said. I have more confidence in the "positive" replies, if people feel free to write negative experience. I do hear more about the negative experiences simply because I edit the vendors list, and I encourage people to write a review after trying to work it out with vendor. They are always afraid to do this. It's so much easier to write a positive review, they are basically afraid to say anything negative, as they don't want to seem like a troublemaker. You seem to be implying that I think everyone who writes a positive review is lying, and that's not it at all. I support YT vendors and I've been very happy with the things I have purchased from them. By the way, if you have NEVER lied, you are probably the only human being who has that distinction. This review was not about the product per say, it was about her "prize", and customer service.

[capt_noonie]

Originally Posted by ivsanbernard

We were just alerted to this thread. First of all, we want to say we are very sorry that these misunderstandings have built up to this level. We pride ourselves on our customer relationships and are always very eager to please. This has been confirmed by many Yorkie Talk members. We thought we had resolved this issue with admin correctly and that everyone was happy. We have given dozens of these gift certificates at various shows or to various organizations without any problem. It did take a few email exchanges to come to an understanding with the first winner and we did send her her prize with the free PEK sample despite the fact the cost was over $25.

I do thank you for that, however I did not ask for anything more than the $25 GC allowed.

Unfortunately our website is not geared for applying "coupons" to the checkout cart and a comment in the remarks section would have sufficed. We control the website and have discretion over any resulting invoicing.

Can you understand from my point of view, needing to enter in CC info and having the $15 non minimum order fee tacked on in addition to the full price of the bottle plus the $10 + shipping? I had emailed you immediately after admin had cleared everything up and again told you the product I wanted to try. I didn't hear anything back from you, that's why I had to have admin contact you again. I contacted you through YT PM and direct email and no response.

Again we are sorry the winner has felt slighted. We were very enthusiastic in offering 2 prizes for your Halloween contest and did this in good faith. We asked the second winner to call us to retrieve her prize but have yet to hear from her to decide what product she would like. We will be very happy to ship her whatever product she chooses.

She has posted in this thread. If you have read it all you would know it was LDandPasquale.

Perhaps the next time we will offer specific products as a prize which will avoid any such confusion. As for the mention of another "unhappy" GC winner, we would love to know who that person was to resolve any outstanding issue as we have never issued an $80 gift certificate in any venue. Perhaps there is confusion over who that vendor is.

Again, our sincere apologies to the winners and members of this site. We respect what has been posted and will strive in the future to always make customer satisfaction our top priority. We thank you all and do value our wonderful relationship with our Yorkie Talk customers.

No confusion on who the vendor is. It may have been an $75 GC. The amount of the GC is not really the point. It was given to my friend thru the YT GE last year. The point is she went to redeem the GC and did not receive all she ordered. Just as Nancy has stated, she did not want to complain about it and possibly make people upset, just as many others do.

The thing I still really don't understand is if in fact it was a regular GC from the beginning as you stated, why bother mentioning the $75 minimum at all?

[jencar98]

Originally Posted by Nancy1999

I'm sorry this happened to you, but so glad you have the courage to write about your experience. I know many people would have just sucked it up, so as to not cause any unpleasantness, but unless we hear about negative experiences from vendors, we can't really be sure how honest the positive reviews are. I fully support you writing about your experience, and I'm sorry this left you with a bad feeling. No one has to donate a prize to the contest, the prizes make the contest a little more exciting, but when something like this happens to you, you feel like you'd rather not have won anything.

"I fully support you (cap_noonie) for writing about your experience too. But, I'm not sure if I understand this post, Nancy. So, are you saying that an honest, negative review holds more weight (and, is MORE 'honest', as well) than an honest, positive review? It feels like you may be saying that those who have had a positive experience with this vendor in the past, may be less than honest? I don't understand the correlation or assumption there....?"

Cap_noonie...I am sorry you had this experience with ISB and if I could make it up to you I would, same for you LD and Pasquale.

[jencar98]

Originally Posted by Nancy1999

I can't believe how you are "spinning" my reply. I don't know if you're having a bad day or what, but my post means just what I said. I have more confidence in the "positive" replies, if people feel free to write negative experience. I do hear more about the negative experiences simply because I edit the vendors list, and I encourage people to write a review after trying to work it out with vendor. They are always afraid to do this. It's so much easier to write a positive review, they are basically afraid to say anything negative, as they don't want to seem like a troublemaker. You seem to be implying that I think everyone who writes a positive review is lying, and that's not it at all. I support YT vendors and I've been very happy with the things I have purchased from them. By the way, if you have NEVER lied, you are probably the only human being who has that distinction. This review was not about the product per say, it was about her "prize", and customer service.

Nancy, I read your post several times and I interpreted that sentence the same as Jacqueline did. Perhaps you didn't mean to imply those of us that gave positive reviews were lying but that is how I read the post. In fact, I asked a couple of different family members to read your post and give me their opinion just to make certain I wasn't misinterpreting, before I replied to you. Their interpretation was that those of us giving positive reviews may not be telling the truth. Frankly, I was shocked when I read that part of your post and offended. I waited all day contemplating on whether to post, but felt I should because Jacqueline wasn't alone in her feelings.

[capt_noonie]

Originally Posted by jencar98

"I fully support you (cap_noonie) for writing about your experience too. But, I'm not sure if I understand this post, Nancy. So, are you saying that an honest, negative review holds more weight (and, is MORE 'honest', as well) than an honest, positive review? It feels like you may be saying that those who have had a positive experience with this vendor in the past, may be less than honest? I don't understand the correlation or assumption there....?"

Cap_noonie...I am sorry you had this experience with ISB and if I could make it up to you I would, same for you LD and Pasquale.

I think she means all vendors in general and not this one in particular. I guess what she means is there are a lot of products and/or vendors out there that the customer didn't like one way or the other that never gets posted, in fear of causing an uproar. Esp those products/vendors who have a lot of positive reviews. Like I said in an earlier post, I did not review a certain bully stick I thought smelled terrible bc everyone else loved it so much, I was afraid to. I think we all as a community here need to truthfully review the products here positive or negative (tactfully and without bashing) to hear all sides of it.

I assume a popular product is good unless I hear otherwise. Sometimes the reason why a person did not like a certain product may be helpful to me too. What good would the reviewing section be if it was just all positive reviews?

[jencar98]

Originally Posted by capt_noonie

I think she means all vendors in general and not this one in particular. I guess what she means is there are a lot of products and/or vendors out there that the customer didn't like one way or the other that never gets posted, in fear of causing an uproar. Esp those products/vendors who have a lot of positive reviews. Like I said in an earlier post, I did not review a certain bully stick I thought smelled terrible bc everyone else loved it so much, I was afraid to. I think we all as a community here need to truthfully review the products here positive or negative (tactfully and without bashing) to hear all sides of it.

I assume a popular product is good unless I hear otherwise. Sometimes the reason why a person did not like a certain product may be helpful to me too. What good would the reviewing section be if it was just all positive reviews?

I appreciate all reviews good and bad, as I too find them helpful in evaluating a vendor. However, I don't think because others have had good experiences and those that don't, offer any more or less validity to positive reviews. And, that is how the sentence is read. In fact, if I read 250 positive reviews and only one or two negative reviews my first thought is those with negative reviews perhaps didn't understand exactly what they were getting, either didn't read instructions, didn't understand the operation of a products or something like that, not that those leaving positives reviews may have been less than honest (if we are talking about reviews in general). This thread is about a specific vendor and I'm sure Nancy is aware of the very long thread discussing ISB products here, and should have known her post about their honesty could have offended some that have given positive reviews.

[CouversMom]

Thanks for sharing your review on this company Capt_noonie. It is good to know what companies are a hassle to work with and which to avoid. I would rather support a company that wants my business

[capt_noonie]

Originally Posted by jencar98

I appreciate all reviews good and bad, as I too find them helpful in evaluating a vendor. However, I don't think because others have had good experiences and those that don't, offer any more or less validity to positive reviews. And, that is how the sentence is read. In fact, if I read 250 positive reviews and only one or two negative reviews my first thought is those with negative reviews perhaps didn't understand exactly what they were getting, either didn't read instructions, didn't understand the operation of a products or something like that, not that those leaving positives reviews may have been less than honest (if we are talking about reviews in general). This thread is about a specific vendor and I'm sure Nancy is aware of the very long thread discussing ISB products here, and should have known her post about their honesty could have offended some that have given positive reviews.

Well, I'm not going to try to speak for Nancy, as I may have not read it with what she fully intended either. So let's just wait till she comes back on to explain what she meant.

As far as another thread reviewing Ivs, I did a search and came up with nothing. Perhaps I did not put in the correct key words. I did do a search before bc I had not heard of this line. Anyway, I'm not reviewing the product, I just telling of my experience with the communications basically. Still waiting on my last question to them to be answered.

[Nancy1999]

Originally Posted by jencar98

I appreciate all reviews good and bad, as I too find them helpful in evaluating a vendor. However, I don't think because others have had good experiences and those that don't, offer any more or less validity to positive reviews. And, that is how the sentence is read. In fact, if I read 250 positive reviews and only one or two negative reviews my first thought is those with negative reviews perhaps didn't understand exactly what they were getting, either didn't read instructions, didn't understand the operation of a products or something like that, not that those leaving positives reviews may have been less than honest (if we are talking about reviews in general). This thread is about a specific vendor and I'm sure Nancy is aware of the very long thread discussing ISB products here, and should have known her post about their honesty could have offended some that have given positive reviews.

I guess I'm missing something since two of you seem to think I was questioning the honesty of people writing reviews, I wasn't. That never even entered my mind. I don't know how to explain this any more than I have. I wish some of you could understand this from my point of view. I believe people should be able to write "negative" reviews without getting harassed. So even if I don't personally agree with their point of view, I will defend their right to express it.