This feedback is written with deep frustration with the service provided by 4Paws before and after my claim.The claim itself took 3 months to resolve and sadly between this, no empathy or care was shown. While 4paws have admitted they provided unprofessional and inappropriate emails about the claim, they once again keep a customer in complete darkness when a reply is sent back. Following a negative review left by my wife regarding the distressing claim situation, we were contacted straight away by a representative (Lauren) who is a team leader who appeared keen to resolve the matter and regain our trust. However, after we responded to her request for further information and clarity we have once again been met with total radio silence and I have now sent four emails to Lauren directly with no reply. It is highly unprofessional to offer a public apology and an invitation to discuss a claim further, only to ignore the subsequent correspondence. This "damage control" approach without any actual follow-up has only added to the stress of an already difficult situation.I expected a higher standard of customer care and transparency. At this stage, I cannot recommend 4Paws to any pet owner who expects reliable communication and professional conduct.
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