Lisa emailed us to say that the collar had started to fray after a day. Lisa sent a photo of the collar so we could see what had happened. We didn't blame her cat, we just stated in an email that 'it looks as though your cat has been scratching at it and perhaps has tried to get it off,' as our collars are high quality and wouldn't fray in that way unless claws were involved! This will happen if a cat doesn't want to wear a collar, and their claws will damage the fabric collar when they try to remove it.
We did communicate with her promptly, emailing her three times, and confirmed on 26th March that she would receive a refund. In the meantime, the customer sent a few aggressive emails to us that our staff had to deal with, although we had said we would refund her and resolve the matter.
We were then notified by PayPal that she had raised a dispute with PayPal saying that we had not sent her the collar at all, which meant that they had to look into the case and held the payment funds in the meantime. Consequently, we could not refund Lisa straight away via her payment on PayPal, which is the usual process with PayPal, until they looked into her dispute, and this caused a delay. On 25/4/2021 PayPal disagreed with and closed her dispute as we had made and sent her the collar, and they reversed the temporary hold on her payment, which meant that we could finally refund Lisa.
We refunded her on 4th May 2020 as promised. In this instance, there was an incorrect accusation and subsequent dispute from the customer about receiving the collar, which caused delays with our usual processes and we fulfilled our agreement with Lisa to refund her payment. Transaction ID: 0P64963516547842F.
We are a small business since 2014, and we are proud of our high quality collars and materials, and personal and excellent customer service. Many customers of ours have been with us for years, and we feel that this particular review is a false representation of what happened. The delay - as detailed above - was beyond our control.
