Thedogface Reviews 41

Awful company. Avoid at all costs! They do not reply. Customer service is non-existent! They take your money and will not give you a refund if the product does not fit. Scammers. Please do not buy from this company.

The jacket actually arrived and was lovely but it was much smaller than I expected. I contacted them, and downloaded the returns form from the website. I returned the item and asked for an exchange. That's where it all went wrong. Endless e mails asking for the same information, ie, tracking number of order, my e mail address, order number etc. Then eventually they said they had no record of the order despite me sending them their e mail order confirmation! I gave up and contacted pay pal and thankfully got a refund. PS. The items come from a company known as Always Distribution.

Size charts are wrong and quality is really terrible

Was sent the wrong size and color. They told me I had to pay for the return and tje package was returned back to me. I'm getting no answers from the company.

Have been trying to find out when an order placed a month ago is likely to ship. They haven’t replied to email or WhatsApp. Shame as the products look good. Clearly a total scam. Don’t buy

No shipment, no reactions to email.

Edit:
Shipment arrived today. Finally. But still no reaction to my email.
Product looks and feels nice. So my experience with this company has changed. (From 1 star to 3 stars).

Awful company. Absolutely horrendous

Ordered a jacket that was slightly too small so set about organising an exchange. As I send two emails and a web chat that wasn't answered, I printed off a refund form and popped it in the post. I still haven't received any contact, or receipt of the item or a refund. The phone number doesn't work and they don't answer emails or enquiries through their website. It's a shame as the stuff used to be really nice, but you can't order because the sizing is all dodgy and you can't return anything. Rip off.

Gave 1 star as wasn't a option to give lower. Awful firm with shambolic communication. Jacket was to small for our dog despite there sizing. Despite constant e mails with zero response to arrange a return & refund. Looking at comments here seems a standard operating procedure. My advice to anyone is stay away from these charlatans

I wish I’d read the reviews before i ordered from these scammers again.

Bought a jacket years ago for my dog and wanted another couple but they’ve changed their sizing totally and they don’t fit.

Have enquired multiple ways about returns but they refuse to reply.

Awful company, avoid.

I ordered two jackets both small. They sent me two mediums so I sent them back to exchange for small and haven’t received my order back. I got an email to apologise for lack of communication and they will get back to me and I ain’t heard anything since after repeated emails to them. It’s a scam. Scum of the earth.

Delivery in 3-5 days
Its been 3 weeks and ive heard nothing
Sent them emails and no reply
By the time the coat actually comes (if ever)
It probably wont fit the dog
(If its still alive and hasnt frozen stiff)

Do not order from this company
Horrendous

Absolutely awful customer service, they do not respond at all. I purchased a dog jacket from them, paid for express delivery and they waited a week to post it....supposedly. I have received nothing and have zero response from any of their communication channels. Please do not use them, you will not have a good experience.

This is the worst company I have ever…
This is the worst company I have ever dealt with.
They are day light robbers and have literally no intention of sending or refunding customers.
Their communication is non existent and it is impossible to get hold of anyone.
If I could give minus 5 stars it would not be enough, avoid this company if you value your money !!!

I ordered a 'The Dog Face Jacket' from this website (for my dog, obviously) but unfortunately it turned out to be slightly too small (dogs being a little trickier to size than humans, as it turns out). So I set about trying to exchange it for a size up. The Dog Face's website states that you only have 14 days to return items and have to email them before posting anything back to get a return 'authorised', so I emailed them: no response.
A few days later, I emailed them again: again, no response.
So I emailed them a third time: and, you guessed it, NO response.
Meanwhile I'd also tried their online 'web chat' (twice) but this just resulted in an autoreply with a link to their returns terms and conditions (including the above-mentioned requirement to email them for authorisation).
I then checked my PayPal account, and found that the company behind The Dog Face is called Always Distribution Ltd. In addition to their 'gmail' address (always a sign of a professional company, having a free email address - I should have picked up on that) there was a phone number linked to the account. Fortunately though I Googled the number before I called it, as this number turned out to be listed as a 'premium rate' one, costing around £2 for just the first minute, so I wasn't going to be calling anyone on that!
Finally I contacted PayPal, as The Dog Face had breached their own conditions by not responding to my FIVE attempts to get my return authorised. Initially the chap at PayPal told me my money would simply be refunded and that I should 'keep the too small item as a present from PayPal' - not hugely useful to me, but at least it saved me the expense of then having to send it back. However I then received an email telling me that Always Distribution had been 'made aware' of my claim, after which, about a week later, they FINALLY responded to me, telling me they were 'sorry' and that I could return the item for a refund or exchange.
As this company clearly cares not at ALL about customer satisfaction, and once I've sent the item back to them I've got ZERO confidence that they will make good on any promise to refund or exchange the item, by paying to send the jacket back I'd basically just be throwing good money after bad, hence: I'm out. The too small jacket can go to charity, and my dog will have to get his wet weather coat somewhere else.
It's a shame, because the jacket itself is actually pretty decent quality, but with customer service like that shown by this company, I can only urge anyone thinking of buying from them to AVOID them like the plague and get your 'doggy clothing' somewhere that actually stands by their own guarantees (and actually has the common decency to respond to emails!)

Note: I initially placed this review under 'The Dog Face' website, only to receive an email from TheDogFaceBrand telling me that they had no record of my order. It turns out there are several websites all called 'The Dog Face' all selling products with nearly identical (but ever-so-slightly different) logos, all of which have the same terms and conditions and the same lack of contact numbers on their website. They also all seem to have Gmail email addresses, all of which suggests that they're basically the same business trading under slightly different names. I can't prove that however, so all I'll say here is: purchase anything from any 'Dog Face' Website with caution, but steer well clear of this one!

I purchased this middle of January and when i received it the jacket was too small. Reached out to the DogFace company and they advised to complete the returns form and send it back. I sent the item back recorded delivery and was signed for 27th of January, they advised that the return was received and new jacket sent out on the 30th of January. Since then i have sent a number of emails and they have completely blanked me and jacket still not received over 2 weeks later. Last communication was from them on the 30th advising tracking would be sent to me the following day.

Awesome quality jacket for my little frenchie