I have ordered from Furbaby Friends multiple times. Their products are cute and unusual. That being said, FBF CUSTOMER SERVICE leaves much to be desired. I had a delay issue (no big deal) with delivery on my personalized door mat. I emailed Furbaby Friends a polite request for delivery status. Instead of simply providing me with a simple response (i.e., tracking info) they forwarded each email they had sent me regarding this order. I was certainly surprised and thought their response was rude and condescending. I then had to reread and sort through multiple emails to try to determine what was going on. Isn’t customer service supposed to provide customer service? I order on line quite often and have never encountered this type of response to a request for delivery status update. Prior to this incident I ordered a personalized canvas print which had not yet been shipped. When I received the canvas I was surprised to see that it arrived in a thin dark blue plastic bag with a shipping label on it, around some rolled, over taped bubble tube type wrap that was bent and flat in the middle. After I unwrapped the bubble tube I could see that the rolled canvas print was also bent in the middle and flat on both ends. There was also tape in the middle and on both ends of the actual canvas. Once untaped the canvas had terrible vertical fold lines all the way across. I took pics of the damaged canvas print before and after unrolling and untaping it and emailed the pics along with a request for their refund/return policy. I received an email response from FBF saying that they were “puzzled as we send our prints in cardboard tubes” (evidently not all of them) and requesting a “photo of the outer packaging to include the shipping label”. SERIOUSLY? I’m not sure I still have the flimsy bag the tube and canvas were delivered in. I do have the tube wrap and will send a pic or the original with the damaged canvas back to FBF with a second request for a refund. I didn’t realize the print was damaged until I untaped and unrolled the canvas. Of course since FBF is not going to make it easy for me to receive a refund I’ll have send another email request for one. PLEASE!
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