Complaints

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a wheelchair for my dog from this company. I measured my dog carefully and referenced the sizing chart on the company website. I have a lot of experience measuring my dog, as he has a lot of custom gear and clothing. He is a Cavalier ******************************* and is within the height and weight of the breed standard, which is 12 to 13 inches in height. I did measure him at the hip several times and also had the technician from my vet clinic measure. We got the same measurement of 12 inches at the hip. I ordered the ** SitGo wheelchair, which the website states is for dogs that measure 9 to 14 inches at the hip. At 12 inches, my dog's height was in the middle of their size range, so the chair should have fit him very well. When I received the chair, I found that the instructions for assembly were absolutely horrible. I tried watching videos, reading the instructions and struggled for hours to figure out how to assemble and adjust it for my dog. However, even adjusted all of the way up, it was too short for my dog. Furthermore the 'sitgo' feature rendered the chair useless in that any time my dog stumbled (which he does a lot- thus the need for the chair), the chair would collapse and leave him on the floor. This product is not suitable for its intended purpose of providing support for dogs with paralysis/mobility issues. It is possible that it is an issue of getting it properly adjusted, but the instructions are completely inadequate to inform a buyer of reasonable intelligence to discern how to assemble and adjust it. Emails from the seller were only returned after numerous attempts on my part. I finally received a return authorization number of RMA-BFM1985-H and shipped the chair back with **** (Tracking # **** 6109 6517 4178 4780 61). The seller advised the size up would definitely not fit him, but that since they don't do refunds (though advertising a 14 day return window), they are going to send me a chair they know won't work. This is unacceptable.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a quad wheelchair for a dog who recently had a stroke. Was told over the phone it would take 3 to 5 days MAXIMUM for the chair to arrive. Informed the girl over the phone that needed to be true because the dog would not eat or drink unless able to be upright. It has been 12 days and my dog has died, laying on the floor unable to move, eat, or drink. After which I was told no refunds, and to "Just resell it on **** for half the price." UNACCEPTABLE, UNPROFESSIONAL, and I DEMAND my money back for the pain and suffering these people have caused myself, my family, and most importantly my dog!

  Business response

  06/12/2024

  Hello,

  We apologize for the inconvenience here for shipping time frame. Unfortunately once orders are sent out we have no control over the carriers. This item was shipped to one of the furthest zones from us so may have experienced longed time to arrive. We are looking into this issue as to why our new customer service representative was unable to resolve this during customer phone call. Customer *************************** was fully refunded for order #**** ahead of time as a courtesy without sending the product back to us. We understand customers frustrations and that our products are needed for special use case, however we fulfilled this order and customer received the product they ordered. For them to abuse the BBB agency to "DEMAND" a refund is unsettling. This customer barely allowed us time to review the call & order. Refund was processed. Please let us know if you need any further information or clarification from us to remove this complaint.

   

  Thank you 

  Customer response

  06/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is as satisfactory as it is going to be. They accuse me of "abusing the BBB", when in fact it was the only step I could take after multiple phone calls went nowhere. What is truly "unsettling" is watching your dog die while a company fails to honestly tell you when a life saving medical device will arrive. The people on the phone knew where I live, I stressed that point. They insisted it would be fine. It was not. Please pass that message on to this awful company.

  Sincerely,

  ***************************.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased XS Sitgo Wheel chair for my small dog on April 5, 2024, arrived 4/10/24. It was advertised as light weight, however no weight was listed. (I had a chair that was 1.5# but did not allow sitting/laying while in it. I returned it to purchase the Sitgo assuming it may weigh a bit more - maybe 1# so my dog could sit & lay down while in the chair.) My dog is 14 pounds and 11" tall, 2.5# would be OK. Upon arrival, we noticed immediately how heavy it was. We confirmed it was the *** I contacted them and asked for a refund because it was too much for my dog to pull, they said no refunds only exchanges withing 14 days from ship date. I have been trying for a week to get weights of their other chairs. They say they do not have that information. I can't order another chair without knowing the weight. I have spent several hours on chats to try to get this information. The customer svc. reps, especially *****, are so vague, do not answer my questions, have said they don't know the weights but the other chairs weigh less, but can't tell me how much less. They gave the weight of M chair at 8.7#-pointless info since I need XS or small depending on chair. I have asked for a refund multiple times, they refuse, but can't offer me a chair that is light enough for my dog. I have to ask multiple times for extended return dates since they can't/won't give me weights of their products. Their website is misleading - advertising lightweight chairs for all dogs, but photos are mostly larger dogs, only a few small dogs. The dog actually maneuvering these chairs is another matter. They mislead people by saying chairs are light. They are not. I asked multiple times for supervisor info. Finally today, I got an email, they refused to give me a phone#. Also, some chats I asked to be emailed to me, via the menu on their chat website were not sent even though site said they were so, some evidence is lost. I reported this to them today and asked them to send them.

*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. ↩