Complaints

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order #********* was placed on July 17, 2024 for 2 dog harness with matching leashes. The order arrived on July 20, 2024. When the order arrived, the tags were cut off the harness and we put the harnesses on our 2 dogs. Both harness were too big, despite our efforts to adjust the harnesses to see if we could make them fit properly. We tried several adjustments and even tried to reverse the fit. We also used our current leashes to see if when the dogs walked on the harness, if the harness was too loose and the dog could get out of it. Unfortunately, even though we measured the dogs before ordering, hardnesses were too big and the dogs could get out of them. On Tuesday, July 23rd I mailed the harnesses and one of the leashes back to Lupine and asked to please exchange for a smaller size. No refund was requested. On Monday, July 29th, I received an email from *********************** stating that Lupine would not exchange my order due to signs that the merchandise was used and that they would be able to return the merchandise back to me and provide a 20% off coupon that I could use to reorder the right size. Further, in the interim, I ordered another style of harness that I suspected might work better because I expected that Lupine would work within their exchange/ return policy. I plan to return those items without opening the envelope as clearly, trying the item on the dog constitutes "being used" in the eyes of Lupine. At this point, I would like a refund of my $78.22 on order #********* (the order I asked to exhange) and a refund of $45.81 on order #********* (never opened).

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased 3 dog harnesses for 3 dogs and one collar on 1/7/24. We placed all 3 harnesses on the dogs for sizing and took them off. We needed to use one harness. We took off the tags on the one harness and placed it on our dog. The dog escaped the harness before we even got to the car in our driveway. I returned all 3 harnesses as this is did not keep our dog safe. We even went online to ensure we put it on correctly. Their guarantee states items can be returned or replaced - even if chewed within 60 days of purchase. They are refusing to reimburse us for all 3 harnesses due to signs of use. We had to asked twice what signs of use were present - dirt and dog hair were sited in their email. Their website states returns are not allowed if items are "simply dirty or stinky." This is not the case as our dogs are groomed regularly and we have a smoke free home. We paid $24.99 per harness. No offer to reimburse 2 out of 3, no offer to replace item incase defective, etc. Just a few emails where they declined to answer our questions. Bogus return policy and false advertising. We want our money back. We will no longer do business from Lupine in the future. Order # *********.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have always had Lupine collars and leashes but never again. I had a leash clip to fail and the company replaced it because the pattern was no longer made. In yhr meantime I went to ******** ******** in Sparta, TN and bought another 6 foot leash for my other dog. It had a jagged edge in one spot whrn I got it but I didn’t report it. It ended up raveling out and I can no longer use it. Long story short they replaced a faulty leash and I bought another one. I have 2 digs! They would not stand behind the second one I bought because I no longer had the receipt. Even though the add reads 100 percent guaranteed. Even if chewed. The leashes were not chewed, they were faulty. I can no longer use either leash. I even sent them pictures that I had 2 leases and 2 dogs. I had bought the second one because I wanted my digs to match and the guarantee. I was very disappointed because these collars and leashes aren’t cheap!

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