Check the returns policy before purchasing anything from this company!
To whom it may concern
I would like to lodge a complaint.
On 28Jan23 my husband and I purchased a dog muzzle from your store in Somerset West for our Jack Russell. We require it because he will not let you trim his nails, as he tries to bite. It has got to a point that his nails are hurting his paws. Abigail who assisted us showed us the extra small muzzle for Jack Russell’s, Dachshunds, Yorkies and Maltese poodles. We were not convinced however that it would be large enough as our male JR is quite big. So we took the next size that was a small for poodles, etc. after taking them out of the boxes to compare the sizes with Abigail. Once we got home and took the muzzle out of the packaging, we immediately saw that it was going to be too big. At no point were we told that there was a no return policy for “hygienic reasons”. Not really sure what these “hygienic” reasons would be considering the item has never touched an animal!
I called on Saturday after my husband had tried to return the item for the XS muzzle and was told of the no return policy during the week. 1stly the telephone number on the till slip went straight to voice mail advising that the person at this extension was not available, then that the mailbox was full and couldn’t accept any further messages. I then googled and found a landline number which I called. Abigail answered the phone and immediately remembered us purchasing the item. When I enquired re being unable to return the muzzle, I was told that she would contact head office and get right back to me.
After not hearing anything from her since my call on Saturday, I called again this morning and was told that the item could not be returned! Because of hygienic reasons?! I again advised that the item had never touch the dog… and was told that there was no way that “we” could know that. I am not of the habit of purchasing items of the wrong size to contaminate them and then return for a smaller size?! I find this all very offensive. I paid R175 for a muzzle that I have no use for as it won’t work for any of my dogs. When I asked Abigail what I was supposed to do with it, she told me that I could try selling it online as second hand!
This is very disappointing we had such a pleasant experience on purchasing the muzzle and dog food to now be treated like **********. I will be reporting this disgraceful after sales service and interaction with Cat Box & Horse Box Somerset West on Hello Peter… In addition, I will be reporting on any social media platform available to me so that no one else is treated this badly or caught out by your ridiculous non return policy.
I sent the above email on 7Feb and have not had any response to date.
Not good enough Cat Box & Horse Box Somerset West!