Customer Service.

This is a whiny post because I’m super spoiled as a result of certain companies’ business models and as a result, I have unrealistic expectations. But, when products arrive damaged, I don’t want to have to jump through hoops for exchanges or refunds AND I want my money back, ALL OF IT. Especially if you want to keep me as a customer. 

I think I’m spoiled by so many places with such wonderful customer service that when I have a less than ideal exchange? It leaves me going, “huh?”

You see, I HATE paying for shipping. I understand it’s a necessary evil, but I hate paying for it anyway… Still, what I needed I couldn’t seem to find at my usual go to places: Chewy, Amazon, Riding Warehouse, or even SmartPak or Dover (or BigDees where I ordered the supplement from). So, I ordered it from Jeffers.

NOT Batt’s response to medication dosing… 

You see, I ordered a liquid supplement from Big Dees for Batt (Respi Free) and it’s best fed oral via syringe. So, instead of using my typical large syringe, I decided to order a feeding syringe as recommended to ensure I actually go it down his throat (and not on me like this morning — most went down his throat… Or the morning some went in my mouth because he tossed his head up faster than I anticipated).

After arriving via slow boat from Alabama (not Jeffers fault, I could have paid for upgraded shipping, thankfully I did not), I sat perplexed wondering why the metal part didn’t exactly fit even after the portion for the needle was removed (basically, the threads didn’t line up–they were for a different size). I called, expecting it to be resolved immediately. I deal with Chewy all the time and lately, some lemons from Amazon have been handled the same way.

img_0381

NOT innocent. Was less than happy that he needed ventipulmin AGAIN and Respi Free this morning… 

The verdict? I could mail it back and one the received it, they’s send me a new one. This process could take up to 2 weeks (or longer considering the long boat from Alabama). Or I could keep the defective product. Eventually, I was offered a refund. I took the refund and was told there was no need to send it back because since it was defective, they couldn’t resell it. Great. Expect a refund. Several days later? Still no refund. I finally receive an email asking if I removed the metal cap for the needle. YES. This is why I called in the first place! The threads don’t line up with AND without that cap. Refund issued.

All in? I’m out $6 for shipping for a defective product that arrived broken. And had to buy a new one from another company (smaller, but it works).

I understand that they didn’t want to eat the shipping costs and someone had to pay, but… I’ve been spoiled by GOOD, wait, EXCELLENT customer service that this just rubs me the wrong way. I love paying money for broken products!

Thanks Jeffers… I’m not sure I’ll be shopping with you again.

On a related/unrelated note, anyone used a drench bit/halter?

5 thoughts on “Customer Service.

  1. I get paying shipping especially on small orders where they aren’t making enough profit to cover the shipping expense. I do not however use companies that make me pay return shipping for a product that doesn’t fit or doesn’t work or isn’t as advertised. Send me a return shipping label and we can move on.

    • Ding ding ding! I get that I have to pay shipping sometimes. But you send me a broken product? Why can’t you refund the shipping too? But, polling work colleagues, I shouldn’t expect my shipping to be refunded and that’s the risk you take shopping online?!

  2. now Tractor Supply’s online ordering is not working. I am so irritated they keep emailing me back to clear my cache. It is not htat. I get an error message whenever I try to submit. I hate all companies today LOL 🙂

    And if Batt would just take it nicely you would not have to resort to all that! 🙂 HA

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