We purchased a Pawhut pet stroller a little over 2 years ago, paying over £100 via an online supplier. It has had little use, as our dog is generally too nervous when placed in it, but we persevere! A few weeks ago one of the small spring clips broke, so I emailed Pawhut via their service@ address, advising of the problem, providing pictures of the part and where it fitted, and asking them to confirm price for replacement. The first reply simply requested I send them the original order number, to which I advised the unit was purchased via third party, and we no longer have original receipt as its not under warranty, so we are not asking for FOC replacement of parts, just the cost for them to supply. The next response then asked for the product model number or sku code, which I managed to find via their website, although, from the pictures I originally sent, it looked obvious which model it was, anyway, surely now I would get a positive response? Next reply from them again asked for the original order number to be provided, stating that, ' without which, we cannot help you '. I responded, reiterating I had not purchased direct from them, but via third party retailer, whom Pawhut clearly had as a trading supplier. Again, I stated this was not a warranty claim, and surely they must have a service / technical department that exists to support all products, pretty logical for any company selling to consumers, to not have a process that facilitates such a fundamental expectation, is simply unacceptable. So, I get another response stating they are sorry I feel that way, but they need the order number, without which, they cannot help me. I replied, asking for contact details of someone in a senior position, not surprisingly, no reply. What a joke. This is a simple £2-3 part, a mere spring clip, similar to those used to hold tent poles together, they must have hundreds of these things stocked as part of their manufacturing process. I am not expecting it gratis, just a simple price to supply and post out in tiny jiffy bag, but no, NO ORDER NUMBER, NOT INTERESTED. I don't have original receipt, as stated, but could easily verify purchase via bank statement, as it feels like they don't believe i even own the stroller, despite pictures. For now, the stroller is stuck in the garage and unless we buy another unit, no longer outdoor walks for the dog. AVOID PAWHUT, THEIR CUSTOMER SERVICE DOES NOT EXIST
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