When I initially purchased my "Dogger" stroller on 5/1/22, I was able to speak by phone with a very helpful customer service representative to get my questions answered and order placed. The stroller was a Godsend for ferrying my 13 lb. Pomeranian around the neighborhood while he recuperated from back-to-back patellar luxation surgeries.On 2/5/22, the aluminum crossbar under the passenger seat came loose from its weld to the frame on both sides. As the stroller is only used on paved sidewalks for a light load and is stored indoors, the structural defect should be covered under the company's "2 year warranty on all frame related parts." On 2/5/24, I tried calling Dog Quality customer service and got a voicemail recording stating that due to a staffing shortage, the customer phone line was no longer manned. As instructed by the recording, I e-mailed Dog Quality about the breakage and included pictures. On 2/6, I received a response from Dog Quality asking for my original order number and I replied the same day with that information. On 2/11, I received another e-mail asking that I confirm my shipping address and I replied immediately. In spite of my requests on 2/16, 2/21 and 2/27 for an update on the status of my case, I did not hear from customer service until 2/28, when they AGAIN asked for my shipping address and stated "We'll have one re-sent immediately." On 2/29, I received another e-mail, this time asking for my e-mail confirmation so customer service could send a pre-paid shipping label to return my Dogger for repair. When I responded by asking what happened to the plan to send a replacement stroller, I received their response of "we're pleased to offer you a complimentary repair service for your Dogger and to initiate the repair process, send the stroller back to us (at my expense from Texas.) We'll cover the shipping cost back to you."So over a month's time, Dog Quality customer service twice asked for my shipping address confirmation to mail a replacement jogger, then switched to confirming my e-mail address to send me a postage paid label to return the stroller for repairs, then switched to to saying I would need to pay shipping for repairs and they would cover return shipping. They also stated that they were pleased to offer "complimentary repair" of an item still clearly under warranty.I’m saddened to have lost all confidence in Dog Quality’s current level of customer service. Great products until you have an issue under warranty and then you’ll get an e-mail run around with no way to speak directly with a customer service representative for resolution.
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