Complaints

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a plush replica of my deceased dog from this company back in October. I waited the three months for it to arrive only for it to arrive looking nothing like my dog or the reference photos I sent to the company so they could make the plushy. I have emailed them multiple times stating that it doesnt look like my dog at all, there are many many things wrong with the plushy, and I would like a refund per the refund policy. And they just keep arguing with me that the dog plush does look like my dog, even though it doesnt, and keep offering over and over again to remake or touch up the one I have currently. I have said no multiple times and *** asked for a refund and they just continue to argue with me about just getting it fixed. This has gone on for about a week now and Im very frustrated and just want my money back because I spent about $260 for this product only for it to come out looking like garbage.

  Business response

  01/11/2023

  We have been in constant contact with this customer. We are very sorry the customer feels this way as our team has been doing our best to provide a solution to make sure she receives the plush she deserves. The customer claims that the overall coloring of the plush is too light. We have already offered to have the plush adjusted for the customer free of charge. The customer has refused and has not accepted our customer service team members help in giving them a product that they will ultimately be happy with. We once again urge the customer to allow our team to adjust the plush to better meet her expectations as her areas of concern are very easily adjustable by our team. :) 

  Customer response

  01/11/2023

   
  Complaint: 18715184
  
  I am rejecting this response because: there are parts of the plushy that have been airbrushed to be gray and color, parts that are supposed to be white. Not only that, but the ear shape on the plushy is absolutely wrong, and you cant just alter that. The snout on the plushy for whatever reason, points downward I understand that the fact that the overall plushy be in gray is fixable, but how on earth do you see a picture of a black dog and make it great?? Like thats just incompetence to me. Im super unhappy with this, because I spent a lot of money for something only for it to be awful. 
  
  Sincerely,
  
  *****************************

  Business response

  01/18/2023

  We have come to a resolution with this customer. We will be remaking the plush for her to better meet her expectations. :) 

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered and prepaid over $150.00 for a stuffed animal that looks nothing similar to the photo sent. Upon bringing this to budsies attention, they claimed I never specified the color and texture of the replication. However the color and texture are literally the only aspects of the original. I waited over a month and paid over $150.00 for a stuffed animal half the size and nothing similar to the photo I sent and they refuse to give a refund over "difference of style opinion" when in fact it is not style opinion, it is not following through with their business advertisement. If they are unable to use the same color or texture provided, then there should be communication and a refund should be issued if the customer is not satisfied with the product. Especially if it looks nothing "similar" to the product, despite Budsies trying to convince me otherwise. $150.00 for a failed product is highway robbery.

  Business response

  01/04/2023

  This customers expectations are not in line with what we advertise for our recreation of old toys. This customer wanted our team to provide her with an exact copy of a previously owned stuffed animal our team did not originally create. She did not voice in her description to our team that she expected it to be a 1 to 1 exact match, or that the texture of the plush should differ from our standard plush material, or that the size should differ from our advertised 16 inch size. Because she did not voice her expectations, our team did their best to create as close as a rendition to the original plush as possible within our limitations. We in no way claim to create exact replications of previously owned plushies and we are completely upfront that we are unable to provide refunds for differences of design opinion due to the custom and handmade nature of our products. We would have been happy to advise this to the customer if she had voiced her expectations before placing her order or during the ordering process. We stand by the plush created for the customer and our teams work on creating a plush similar to a stuffed animal we did not originally manufacture. 

  Customer response

  01/05/2023

   
  Complaint: 18643579
  
  I am rejecting this response because at no point did I ask for an exact replica of the picture I sent. The only component of the picture I sent was the color. To say that I didn't communicate that the color that I wanted, is completely false. In my intial request of the picture sent, I even stated the name "Blue Bunny". If the company did not have a similar color to the color sent in the picture, they should've notified me prior to continuing. They have taken zero responsibility, overcharged for a product, and have terrible customer service. Placing blame on the customer for being unsatisfied with the product is ridiculous.
  
  Sincerely,
  
  *************************

  Business response

  01/06/2023

  The customer is claiming that the plush was not created blue. That is not true. Our team did their absolute best to match the color as closely as we could within our colors. We did not reach out to the customer as we were not aware she was expecting an exact match of the color of the original plush as we are not the original manufacturers. The only indication was that the bunny was blue and the images the customer provided. Our team used these to pick a color that was the closest we have. This is our entire business model and not something we hide from our customers. All of our products, including our Budsies created from artwork have to be made using artistic interpretation. We are clear about this on our website in multiple places.  Again, the customer is claiming that it is not a close enough match. That is her design opinion and we stand by the colors chosen by our team and the construction of the plush. 

  Customer response

  01/06/2023

   
  Complaint: 18643579
  
  I am rejecting this response because:

  I just want my money back and no longer wish to recieve rude and combative emails, which I have several of, from this company. The excuse of "artistic opinion" is completely ridiculous and budsies should nor be keeping $190.00 for a product that is unsatisfactory nor should they be offering to fix the problem by asking for additional funds..

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

• Initial Complaint

  12/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  11/22/22.. I ordered a petsie of my deceased dog *****. When it arrived was very disappointing wrong color wrong size .was very unhappy with product they sent .***** at petsie would not give me a refund and wanted more money for them to redo their mistakes..all I want is my refund and to let you know what a terrible customer service this company has .......I gave them one payment of $73.06........I stopped them from future payments....

  Business response

  12/06/2022

  We have already spoken to this customer at length and confirmed that the colors and size selection she made were showcased accurately on the plush. The customers unhappiness with the size is due to the choice of size she made when she placed her order with us. The plushies colors she selected were also used on the plush and her unhappiness with the color is a difference of artistic opinion. We have tried to work with this customer both inside and outside our policy. She has harassed our team with multiple emails, phone calls and flooded our social pages to the point of us having to block her. She has used disparaging language both toward the product and our staff. We have already offered the customer a refund at this time due to her unhappiness and due to our team unwilling to move forward with continuing to work with a customer whose expectations are clearly outside of what we offer as a company. 

  Customer response

  12/07/2022

   
  Complaint: 18520488
  
  I am rejecting this response because:they clearly made mistakes when they made my order everything  was wrong with  this order . They just need to refund me my money ,I am an un satisfied  customer......they should do the right thing and refund me.if there was a problem with the size I ordered  they should have said so.they didnt.they  did not proper proportion  on the product they sent me..I  am shocked  they even thought this resembled my  dog .they are in the wrong .***** and petsies have terrible  customer  service... the customer satisfaction  is what a customer  should always get.
  
  Sincerely,
  
  *******************

  Business response

  12/07/2022

  Once again, we have already offered to refund this customer if they were to return the plush to us. What they are saying is false. The plush was created per her selections. We NEVER go against the customer selections unless specifically advised to do so by the customers themselves. This is clearly a case of a customer not understanding the product that she purchased and trying to pass blame on the company who created the plush per her selections. Once again, we no longer wish to prolong our association with this customer. Once the plush has been received back to us, we will proceed with a refund and go our separate ways. 

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction was October 13th 2022 I received the item on November 22nd 2022 I contacted the company for two weeks by email and phone before receiving a response. Upon opening my package I noticed the plushie looked nothing like my dog I sent multiple photos of. This plushie had a crooked left leg, lopsided ears, dye added to the dogs eye that wasn't supposed to be there, and straight fur behind the ears where I had specified wavy. These issues make me eligible for their warranty coverage. Not to mention the dog doesn't have fluffy fur down it's legs in the front making the dog to appear as if it's legs have been shaven. It's very poor craftsmanship and design on the company's end. I contacted the company asking for them to fix what they did wrong. I was told I wasn't eligible for their warranty coverage but I could pay $75 extra for them to make me a new one or I could have a free pillow. The company proceeded to tell me that the plushie didn't in fact have wavy hair behind its ears even though I sent in photographic evidence proving to them that it's straight not wavy. Because they are insisting that the fur is wavy it disqualifys me from having them make me a new plushie at no new cost. They are also saying now that the leg isn't sewn crooked it's crooked because the stuffing moved while in transit. All of that is lies. I clearly am being treated unfairly. All I want is for them to fix this dog and make it look good. It's in memory of my dog that just died. This whole ordeal is really upsetting me.

  Business response

  12/06/2022

  We are very sorry the customer feels this way. :( We do want to clarify the reason behind the delay in responding to the customer. We do our best to respond to our customers within 2 to 3 Business Days. We do caution our customers that writing into our system multiple times will delay the response (as it pushes the email to the top of our queue). The customer reached out to us on Tuesday the 22nd. As our offices were closed for Thanksgiving and Black Friday our team would have normally reach back out between  Tuesday of the following week. However, the customer responded a second time on Tuesday which pushed her ticket to the top of our queue. Someone from our **************** Team did respond to the customer on Thursday and explained the situation. As for the areas of concern the customer has on their plush, I would be happy to address them. The leg she is referring to has no internal hard structure. Because of this, the stuffing can shift and creases can happen in the fabric. We offered to have this corrected by our Alteration Specialist by adding more stuffing to the leg for the customer. She was also informed that due to the handmade and handsewn nature of our products, the plushies will never be 100% symmetrical. However, we can add further stuffing in the right ear so that it stands a little higher to match the left ear better. The eyeliner around the eyes can be removed as was already advised to the customer. She is correct that those areas of concern are covered under our warranty and our warranty does state that we can provide the customer with a label to adjust the plush in these areas (which has been offered to the customer). We have also confirmed that the fur behind the ears was made with our white wavy fur and not our straight fur. The customer disagrees, but we have designer notes and quality inspection images that shows the difference in fur style used on this part of the plush. As for the the fur on the legs, the images the customer provided of her pet show shorter fur on the front of the legs then on the back. This was captured in the plush. We only have certain lengths of fur available to us. We in no way claim to create exact replicas. The length of fur is a difference of design opinion and this is the reason the discounted remake was offered (as this does not fall under our warranty). The pillow was offered as a courtesy. The alterations, the discounted remake or the pillow are still available to the customer if she changes her mind. We look forward to coming to a resolution. :) 

  Customer response

  12/06/2022

   
  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,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩