Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a Petsies as a gift for my roommate after my/our dog was put to sleep. She had significant cognitive decline after anesthesia and lost her quality of life, anxious to the point of hurting herself and meds not helping She was a chocolate lab, older, with a grey face and thick neck and her ears always back. I did specify this in my order, as well as her breed like it asked. You would think that the most popular dog breed would be a common order but apparently not. I was hopeful based on reviews and the $285 I spent that it would be worth it, this site had the largest size I could get close to her.I got the box and I couldn't even take it out of it bc I was crying from just seeing the head. It was horrible. What's worse is they include a full color printout to almost mock you to show how different it is from your dead pet. The thing I got was light brown, patchy with a thin layer of airbrushed paint, no grey face, front legs that turn upwards like they're broken, bulging eyes, and a thin neck. Which is not what my dog was. I cried everytime I looked at it. I emailed immediately begging them to take it back and refund it to get it away from me and out of my apartment. I got offered a free blanket or to send it to their "hospital" which I told them I was not confident would help given it was a structural issue with the bulging eyes and the body being wrong and the neck being thin, and that a blanket was not equal to the almost $300 I had spent. They emphasized there was no possible way to get a refund under any condition. I agreed to send it back to the "hospital" and they just stopped responding. I put it in my roommate's room so I wouldn't have to see it anymore. I'm still paying a payment plan for it for the next couple months for this horrible bastardization of my dead dog. I will never even think to get another custom plush because of this experience and how upsetting it was. I don't have enough characters to write more about it but god I regret it

  Business response

  12/05/2024

  We are so very sorry the customer feels this way about their experience with us. We want to let the customer know that our team did not intentionally ignore your message back to us. There was a glitch in our system that closed the ticket out. As soon as we received this message we reached out to the customer with a new and improved resolution given their circumstances and experience with us and the customer has accepted it! We wish the customer well in the future. 

  Customer response

  12/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  11/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction was April, 2023. Budsies/Petsies advertises to make a custom stuffed animal to replicate whatever pet photo that you send to them. I was confirmed to make payments through ******. My initial payment was $200 and they wanted me to pay another $170 for a product that I was not happy with. I reached out to them multiple times to dispute my purchase and they did nothing to resolve anything. So they sent me to collections, where I get phone calls and texts almost daily from someone at ***********, also knowns as Budsies ******. They did a terrible job with the product that I wanted, did nothing to resolve my complaint, sent me to collections and now are harassing me daily. It's just not right.

  Business response

  11/20/2024

  We are very sorry the customer feels this way. The customer saw and approved their plush prior to our team shipping it. This was a gift for a relative and the customer's relative was unhappy with the gift. Because of this, the customer requested a refund. She was politely informed about our Sneak Peek policy and that because the item was approved, it was no longer covered for a full refund. The customer responded indicating that they had paid through a payment plan through the **** (or ************************** Affirm and requested to have payments be stopped. She also advised a few issues the relative had with the plush (specifically the coloring). Our team politely responded to her on March 10th of 2023. Because they used Affirm, they would have to abide by their policies. They further explained Affirm is similar to a credit card where we do not have the ability to stop them from requesting payments for an amount used to purchase. The **************** Representative also advised that we would be happy to darken the plush to better meet the customer's relative's expectations. We never heard back from the customer. We are sorry to hear that ****** has moved the customer to collections, but we want to make it clear that we have absolutely no control over this process! The offer to have the plush adjusted to better meet the customer's relative's expectation still stands. We encourage the customer to reach out to our **************** Team again if they wish to move forward with this. We also would like to advise that we are not ***********. This is a collection agency and is no way affiliated with or working with our team at ****************************** 

  Customer response

  11/21/2024

   
  Complaint: 22563032
  
  I am rejecting this response because:

  Yes, I understand that I pre-approved the plush before it was shipped, but it was difficult to judge it's size and dimensions just based on an online photo.  The design team needs to better understand what different dog breeds look like with regards to head/body dimensions as well as head/ear comparisons.  The plush had a large head and even larger ears making it resemble a husky rather than a chihuahua.  Aside from that, the eye ***** were so large that my mom thought they might have cameras in them!  I wasn't expecting a full refund, nor did I want to go through the hassle of sending it back as just 'fixing the color' was not even close to the issue as the plush looked nothing like a chihuahua.  A little darkening of the color wouldn't have done anything.  All you guys could've done was offer some kind of a discount.  
  
  Sincerely,
  
  ****** *******

  Business response

  11/22/2024

  Our team followed the size and position selections the customer made when they placed their order with us. We unfortunately are unable to create exact replicas and we are very clear about this on our website. This is the very first time our team was told by this customer that there was an issue with the size and proportion of the Petsie. We encourage the customer to reach out to our **************** Team with this information so we can discuss it further. As for the eyes, as was advised to the customer, the eyes used are the same eyes we use on all of our Petsies and are shown in numerous examples on our website. 

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an order for a custom plushie to mimic my dog and provided a collage of photos they would use. So not just 1 photo, but more than 8 in a collage with tons of different angles. They still got the design wrong. It looks nothing like my dog, at all. I ask what can be done and they won't offer me a refund. I mean I was basically scammed because the markings are in the wrong places, the head looks like a pitbull not a beagle, it's just all wrong and they won't take responsibility.

  Business response

  08/30/2024

  We are very shocked and surprised to see this complaint from the customer as our team only saw and responded to their original email today. In the original contact, the customer indicated they would not accept anything short then a refund. In their response, our team indicated that the plush was made at the ****************************************************************************************************************** the wrong spots as the plush was created per the images provided. We also advised the customer about our refund policy. Given that our plushies are custom made to order, we do not allow for refunds of differences of design opinion. We urge the customer to please respond to our customer service representative so that we can either offer potential adjustments or other options to better meet their expectations. 

  Business response

  08/30/2024

  We are very shocked and surprised to see this complaint from the customer as our team only saw and responded to their original email today. In the original contact, the customer indicated they would not accept anything short then a refund. In their response, our team indicated that the plush was made at the ****************************************************************************************************************** the wrong spots as the plush was created per the images provided. We also advised the customer about our refund policy. Given that our plushies are custom made to order, we do not allow for refunds of differences of design opinion. We urge the customer to please respond to our customer service representative so that we can either offer potential adjustments or other options to better meet their expectations.
  

  Customer response

  08/30/2024

   
  Complaint: 22218783
  
  I am rejecting this response because:
  
  Sincerely,
  

  That response is absolutely absurd. Of course I'm going to make a complaint the moment I see that a refund won't be issued. The plush looks NOTHING LIKE MY DOG. It could be any beagle mix. Yes sure the size is accurate BECAUSE THEY ONLY OFFER CERTAIN SIZE CHOICES. It's not rocket science. They are scammers that take pictures of some ones pet, send them off to a manufacturer in ***** and ship it back to us. IT SAYS MADE IN ***** ON THE TAG! I never would've purchased from them if I knew that. 
  
  Just take a look at the pictures of the plush vs my dog. The face is off, the color is off EVERYWHERE and the patterns are just generic beagle patterns. In no way shape or form can this be considered a "differences of design opinion" because for that to be plausible the product would have to be A GOOD PRODUCT and not some piece of Chinese garbage that looks nothing like the photos I sent. Oh and as a matter of fact, I sent PLENTY of photos. I attached the main photo as well which is a collage so how they didn't get the colors and patterns right with all those angles is beyond incompetent. 

  
  *****************

  Business response

  09/03/2024

  We are very unhappy and disturbed by this customer's response. We in no way hide that our plushies are created overseas! This is stated in multiple places on our website as well as in our FAQs. It is offensive to assume that our products are inferior (or our workmanship is inferior) due to the fact that our production takes place overseas. Our designers and seamstresses are extremely talented, skilled, and highly paid. All of our plushies are created from scratch and hand-sewn and painted to order. The plush was created based on the images and selections provided by the customer when they placed their order with us. We do not advertise nor promise 1 to 1 exact copies or replicas. We strongly believe that this is a case of buyer's remorse and the customer's feelings about products being created overseas then a situation of an incorrect plush being provided. Our team stands by the work that was done on this order. We are still willing to look into other potential opportunities to better meet this customer's expectations within our policy. We urge the customer to please contact our **************** Team once again so we can go over what options are available to us at this time. 

  Customer response

  09/04/2024

   
  Complaint: 22218783
  
  I am rejecting this response because:

  That is the typical business response. They will say anything other than take responsibility for their terrible product. But it's not even their product! Like I said, they export the pictures to ***** and have some random seamstress make the piece and send it back. They don't know who the person is that made it, the whole "Our designers and seamstresses are extremely talented, skilled, and highly paid" is 100% a lie. I CHALLENGE YOU TO PROVE BEYOND A SHRED OF A DOUBT YOU ACTUALLY KNOW WHO MADE THIS PRODUCT BY THEIR NAME WITH PICTURES OF THE PROCESS. I can almost guarantee they cannot produce any info on that. They offer a replacement for $75 via their "policy" because more than like that is their cost, and they turn around and sell it for close to $400. SCAM ARTISTS. I will accept nothing short of my money back.
  
  Also this isn't buyers remorse, how dare you even assume to know my motives. Again it seems this "business" will say anything to cover their own mistakes. If you must know, my dog has heart failure and doesn't have very long to live. She is my legally registered emotional support animal due to my own heart issues. So the fact that I am going to lose her very soon not only affects me mentally but physically as well. That is why I bought this product in the hopes of it actually being a decent product to help remember her by. I was prepared to spend the money on this product, but now that I see it's an absolute terrible product I of course want my money back so I can get something better elsewhere. I hope that makes my response more clear as to why I am so upset.
  
  Sincerely,
  
  *****************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Budsie on March 2nd (order number *********) This ****** was designed by my teenage granddaughter but she was given a sneak peek and didn't like it. She thought the doll would be an exact replica of her drawing and it wasn't. I informed Budsies and while I appreciate their offers to make corrections, we just want to be refunded most of what was paid.

  Business response

  05/22/2024

  We are very sorry the customer's mother feels this way. Our design team who has been working on this plush has not been requested for a cancelation or a refund. We are as transparent as possible on our website that our team has a specific color palette which we work from. We in no way advertise exact replicas. To ensure the customer would be satisfied with the plush, our team did reach out prior to beginning the project with that color palette and asked the customer to make selections. The customer did in no way indicate that the colors would not have matched their expectations of what they wanted when it came to the plush itself. The plush was now created exactly as the customer requested. The issue that seems to be coming up is that the artwork shows blending/fading in the eyes that is possible in digital form, but not in physical plush form. Our team has confirmed that the eyes were created with the colors and design the customer selected. However, our team did ask the customer if there was an issue with the shaping and for them to please be specific about which areas they would like to be a closer match to the drawing. They have not yet received a response. We urge the customer to work with our team so we can give them the best version of their artwork that we possibly can. 

   

  Customer response

  05/22/2024

   
  Complaint: 21743531
  
  I am rejecting this response because: I did request a refund on May 16. Here is a link to my communication with Budsies:

  *****************************************************************************************************************************************************
  
  Sincerely,
  
  *****************************

  Business response

  05/22/2024

  We specifically stated that you did not reach out to our design team about the cancelation. You did reach out to our **************** Team on May 16th and they advised you to "submit your specific feedback directly through your Sneak Peek email upgrade. This will allow for our design team to review your information and see how we can help!" Once again, we will be happy to work within our limitations to create the best plush we possibly can. :) 

  Customer response

  05/23/2024

   
  Complaint: 21743531
  
  I am rejecting this response because: I reached out to the design team yesterday and I am waiting for a response.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 18, 2024, on behalf if my school, I paid Stuffed Animal Pros $42.41 to make a sample custom keychain (confirmation #*********). On their website it states that this process only takes a couple of weeks. On 2/22/24 I received and email with a picture showing that my order was complete and that I should be receiving it shortly. On 3/25/24 I still did not receive anything so I emailed the company. They said they would look into in and get back to me ASAP. That is the last time I ever heard from them. I emailed them again on 4/21/24 stating that at this point I would like a refund since I did not receive my product and prepaid for shipping and nothing was shipped. They did not respond to that email. I emailed them again today 5/6/24 and told them would be contacting the BBB in hopes of resolving the situation. We are a public school and every dollar counts. We can't afford to pay for services that we do not receive.

  Business response

  05/08/2024

  We are very sorry to hear about this customer's experience with us.

  After a thorough investigation and speaking with the production and fulfillment teams, it appears the carrier delayed the item in transit once the shipment was initiated. As a result of this customer's experience, we have discontinued our partnership with this carrier.

  We promptly processed the customer's request for a full refund on April 24th. We understand that an automated email confirming the refund was not received, and we apologize for this oversight.

  Please be assured that the refund has been successfully processed and confirmation is attached.

  We value this customer's feedback and have used it to improve processes for all our customers in the future.

  Customer response

  05/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company does not have a working phone line. They do not have options to edit or cancel orders and are not available to paying customers who are spending good money on products. They do not answer phone, emails, etc. it seems they are trying to get money for products without having to speak to the consumer. Its possible I receive an item that isnt qualified for return or refund that isnt what I need because of their lack of customer service and availability. Unacceptable.

  Business response

  09/27/2023

  Hello ******, 

  We are very surprised to see this post from you. Our phone line is absolutely operational and our system allows for Voice Mails to be left by our customers if our team is unable to accept their call. After doing a quick look in our internal email queue, we do see that you reached out to our team this morning via email. As we are primarily an online business, we do ask our customers to allow 2 to 3 Business Days for responses as we are only able to respond to our customers emails in the order that they are received. We absolutely are able to edit and adjust and cancel orders if necessary and our team members will be more than happy to assist you as soon as they can with your requests. Please be patient with our team as we are doing our absolute best to respond to our customers in a timely manner. :) Thank you very much, 

  The Petsies Team

• Initial Complaint

  07/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 2023, my best friend crossed the rainbow bridge. I wanted a replica of her to hold for comfort. I sent multiple photos, gave a description of some outstanding features, colors etc. I paid for rush service. What I received looked NOTHING like my beloved dog. The color and length of hair was wrong and it was a rough fur that was unpleasant to the touch. The muzzle shape was totally off, the ears didn't stand up properly and the tail was not fluffy and full. I did not expect an exact duplicate, that would have been unrealistic, but for over $300, I did expect a close facsimile. I literally could have walked into ******* and bought a stuffed dog for a tenth that price. I have asked for a refund and they offered to do a correction, after telling me they don't have longer hair or a broader selection of colors. So how in the world would they be able to fix it??? They state that artists do the crafting of these replicas, but nobody would pay that kind of money for bad art. I have filed a dispute with my credit card company. I feel this company takes the worst kind of advantage of vulnerable people who are in the midst of grieving. They can make all the excuses they want in response to this, but they need to take responsibility for what they have done and send me a refund.

  Business response

  07/06/2023

  We are incredibly sorry the customer feels this way. :( Our team did their absolute best to create the best Petsie we could of ****. We do try our hardest to inform our customers about the potential limitations the materials we work with *** have. We wish we could guarantee exact copies, but plush has limitations where nature does not. :( Our team members have notified this customer that the plush was created to order per her choices and images she provided our team. We understand that the customer feels that the plush could be closer and we have tried to give them a couple of options to try to meet her expectations. We strongly urge the customer to either move forward with the discounted remake or the free adjustments to the current plush. 

  Customer response

  07/06/2023

   
  Complaint: 20273615
  
  I am rejecting this response because: You are not addressing the problem.  Read again and realize what you said to me.  You told me you had limitations of hair color, length, etc. which weren't exposed when placing the order, so you have misled the public on this.  You can not fix something if you don't have the tools to do so.  Besides everything I mentioned, I told you **** had a definiing mask over her eyes and you did not do that so don't say you honored what I put as her features.  It was a faint airbrushing that was barely noticeable. Look at the photos and explain to me how you can say you took note of the special feature I mentioned.  Look at how dark the black in her hair is and look at the hideous gray you used. The shape of the muzzle is wrong.  The ears don't stand up.  I'm sitting here crying now.  You say you don't set out to hurt your customers, but if you do that, you need to acknowledge and make it right.  On top of it, after reading the majority of reviews across the internet, I would not trust you to fix it properly and send it back to me in a timely fashion.  I paid for rush service and how long has it been now?  Over a month since the initial order? And by the time you are done, it would be twice that.  No, you are not addressing the problem.  Stop throwing salt on an open wound!  What you're doing is completely unethical and if you don't make good on this, my next step is to contact your affiliates and make sure they understand your practices. 
  
  Sincerely,
  
  ***********************

  Business response

  07/12/2023

  We are very sorry that the customer feels this way bout the limitations of our products. We do our absolute best to be upfront about our materials as possible as we understand the emotions behind each and every one of our customers purchases! We have listed FAQs and customization choices the customer must choose before proceeding with an order.  We have already offered to adjust the customers plush free of charge with the details she feels are still missing. We are doing our best to make this right for the customer and we do urge her to move forward with the free adjustments or the discounted remake so we can give her the best plush of **** that she deserves. 

  Customer response

  07/13/2023

   
  Complaint: 20273615
  
  I am rejecting this response because:   You are still not taking full responsibility for what happened and it is clear that you never will. You claim to offer a solution but still admit "limitations"!  Those limitations are not properly disclosed up front and you have broken any trust that would have allowed me to accept what you're offering. A company whose business model is all about bringing people joy through their products should be particularly sensitive about this. A refund is the only acceptable solution and I will no longer engage until this is done. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made a purchase for a regular supersized budsie on 12/15/2022 for more than $200 of a monster character, plus 3 additional costs for special fabric, extras, and a full remake which I'll explain. February 17th I got the sneak peek for it. He looked pretty good but, didn't meet my expectations. After about 6 rounds of changes, his body and appendages turned out great, except for his face. He looked absolutely horrifying. I was appalled by it. I was not going to accept a creepy looking plush in my home. They told me they couldn't make anymore changes to it, but they offered me a $16 discount for a full remake of the face from the first sneak peek. So, I accepted and paid the 3rd invoice. Yesterday, I got the update for the full remake and I was not satisfied with what they did. He still looks very creepy and barely looks like the first picture. They told me once more that they cannot make anymore changes despite a full remake charge and telling me that they don't make exact replicas and without sacrificing the quality of the plush. I'm so done with these people and I will not accept this plush until he looks decent and exactly like the first sneak peek picture. Have a good day.

  Business response

  04/07/2023

  We are very sorry the customer is so unhappy with our team. :( Our designers spent hours working on this plushie and did over 10 different iterations of the design based on the customers feedback. We thought it looked incredible, but the customer was still unhappy. Since the customer ordered a sneak peek, we offered a full refund, despite the hours we spent working on it. We simply werent the right company for the complexity of this design and we wish the customer well!

  Customer response

  04/10/2023

   
  Complaint: 19906261
  
  I am rejecting this response because: I don't want a refund or a cancellation. They did this without my consent or knowledge and I decided to just accept the plush as is.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At the begining of this ******* (2023), my young son asked his grandmother to help him order a ****** as a surprise for me after my beloved cat passed away.He put in so much love, and spent his time and effort, and entire savings on this sweet gesture!After waiting anxiously for about two months, the product finally arrived yesterday (3/11/23). When he presented the box to me, he was very proud and excited to watch me open it!When I saw the packaging label, I wasnt sure what it would be, but assumed it was something regarding my late pet, and started to feel sentiment and joy before I even opened it...When I opened the box, we were both devastated!Despite sending multiple reference photos during the order process, the product we received is an offensive "representation" of my pet!Aside from the color (but not overall look) of the eyes, and the color in the coat (which is patchy, even though she was solid and plush), the product looks nothing like my cat!The fur is scruffy and ungroomed looking. The shape and size of the body and head is weird/disproportionate, and looks more like a dog with a cat head. The tail is too short and messy looking.The Petsie we received makes the animal look stray/uncared for, and creepy!On top of the bad aesthetic, the quality of the item itself is very poor, and the whole thing feels unpleasant, and is uncomfortable to even look at!My poor son is so upset and stressed by this giant disappointment, after he made such an effort to help me heal from my loss, and I now have this hideous, awkward, painful reminder of my passed loved one. I have literally lost sleep and cried so much, and am so emotionally distressed!I truly believe this company misrepresents the quality of their products intentionally in their marketing to take advantage of people who are grieving.Today (3/12/23) I requested a full refund via email to the company support address, as this product has broken my son's heart as well as mine, and caused much stress

  Business response

  03/14/2023

  We want start off by saying, our team never sets out to intentionally upset our customers. We are sincerely sorry that this gift given to this customer by her son was not what either of them were hoping for. However, we want to be very clear that though the recipient feels the plush is inadequate, she was not the one to place the order and even voiced to our team that she did not know anything about the product that her son purchased with his grandmother prior to receiving it. While we completely understand where the recipient expectations may have been in receiving the plush representations, her allegations of a subpar product and inferiror product are not valid. The plush is not of poor quality and our team worked incredibly hard to create the plush as ordered. We do believe the position and size of the plush that was selected is the reason for the recipients unhappiness with the proportions. As for the coloring, we do have an Alteration Specialist that would be happy to adjust it for them to better meet their expectations. We will be reaching out to the customer providing them with this resolution and explanation of the order as well as our policies. We are hopeful we can provide them both with the plush that they deserve. 

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 27th, 2022 Method:Subtotal: $214.00 Shipping and Handling: $0.00 Discount: -$21.40 Sales Tax / VAT / GST: $12.04 Grand Total: $204.64 Order number #********* *********** failed to follow my selected customizations and failed to include specific markings that I described. Instead, additional markings and colors were included which left me with a product that was poor quality and falls under the warranty for a full refund. I stated that the hair portion of the product should be "silky soft" which is a different type of material than what was provided to me. My product is not soft or silky material rather it is rough and matted. The hair on the product is already beginning to fall off. This may have been caused by damage to the product in transit or the poor quality of the development. There are additional white patches around the mouth which was not included in my description. I chose light brown color and there are dark brown patches throughout the product. *********** failed to hold up their warranty policy stating "differences in opinion" A solution of a free large pillow or discount on a larger more expensive version of the product was offered to me, neither of which are relevant to my problem or seek to provide a solution to my problem. I have not been allowed to speak to any other team member at the company other than ***** who claims is the lead customer service rep. ***** further investigation of previous reviews, it does not appear that they even offer a refund.

  Business response

  03/09/2023

  We are very sorry the customer feels this way. We have been in constant communication with them and have overviewed in detail how the order was created per the customization choices the customer made. The area of concern the customer has is the shading of the coloring of the plush. She stated to us that the coloring should be darker, not lighter. We have already offered to the customer multiple times the opportunity to adjust the plush free of charge to better meet their expectations. This was not a failure by our team, but simply a difference of design opinion and our team did their best based on the images provided by the customer. We have already explained to the customer that our plushies utilize airbrushing and are not necessarily supposed to be soft and cuddly. They are meant to be more mementos and not handled excessively. This is also explained on our website. The other two offers were due to the fact that the customer flat out refused to allow for us to adjust the plush to better meet her expectations. We strongly hope the customer changes their mind and takes up one of the many resolutions already offered to her at this time. 

  Customer response

  03/09/2023

   
  Complaint: 19556331
  
  I am rejecting this response because: the 2 options provided to me were to provide me with a large pillow free of charge or to provide me with a discount to spend more money on a larger product. It appears this product was also damaged in transit with what could be water damage. I am fully aware of how the product is supposed to be handled but also how it is supposed to be made which is with a warranty that they would uphold. When it comes to a business/customer relationship, the customer should felt heard and understood. In this case, this company is flat out refusing to provide any portion of a refund. I have read several BBB reviews and the way this company handles their customer service is appalling. They make the customer feel like they are in the wrong when we are reaching out for support for clear and obvious reasons.  I wish I had read the BBB reviews prior to placing an order with this company because now I feel as though I cannot get my money back and that is a scary feeling. This company needs to make it right. It feels like a trap.
  
  Sincerely,
  
  *****

  Business response

  03/10/2023

  The customer's claim that the only two options provided to her was a large pillow or a discounted remake on a larger product is false. The majority offer that was provided to the customer was an offer to adjust the plushies coloring and overall feel of the fur with our Alteration Specialist. This would not have cost the customer any additional funds and we would have provided her with a label to send the plush to us for adjustments. We are doing our absolute best to provide options for the customer within and outside of our policy. We apologize the customer does not feel heard. :disappointed: That is never our intention. :( We take their complaints seriously and offered resolutions accordingly. We are sorry the resolutions offered are not what the customer wants to hear. They will always be available to her if she changes her mind. 

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