Dear Pet Co.

Appalling service, broken systems, and a complete refusal to take accountability

I am writing this to expose the shocking customer service and operational failures of Dear Pet Co. (Order #15345). Their internal systems are completely broken, and their support staff actively practice corporate gaslighting while refusing to escalate complaints to management.My experience highlights a complete lack of business ethics:System Failures & Ghosting: I submitted a query regarding the customisation of standard shelf items. Dear Pet Co. completely ignored this query for an entire month. When I followed up, they claimed they never received it due to a "glitch" in their online form system, completely deflecting any responsibility for the inconvenience.Exorbitant Customer Effort Wasted: To satisfy the measurements they demanded for a quotation, I personally drove 50km. Instead of mitigating their month-long delay, they immediately slapped me with a 10-to-15 business day waiting period for production, or a 7-day wait for standard shelf items.Immediate Cancellation & Policy Manipulation: Because their service was so detrimental to my peace of mind, I cancelled the order (standard adverti*****t of stock items, not the custom order for quotation)within 12 hours of placing it. Despite the items being standard stock, and despite the cancellation happening immediately before any manufacturing could possibly begin, they instantly pushed back. They refused a cash refund, hiding behind their internal policy to force store credit. They even tried to misapply the Electronic Communications and Transactions Act (ECTA) custom-made exclusions to an off-the-shelf purchase.Gatekeeping & Refusal to Escalate: I flatly rejected their attempt to frame a statutory refund as a "good faith favour." After legally demanding my funds under Section 19 of the Consumer Protection Act (CPA), they finally processed the refund. However, they have repeatedly ignored my explicit requests to escalate this entire email thread to their head office or owners for an internal investigation. They dropped a "matter closed" message and went silent.Their public contact numbers are non-existent or disconnected, forcing customers into a gatekept email system where staff cover up their own operational incompetence. The product quality is irrelevant when a business treats its customers with such utter disdain. I will never shop here again.