pelsbarn.co

Beware their return policy - it doesn't actually exist

I had a truly terrible experience with Pelsbarn's customer service - beware their return policy - I did not even receive the item I ordered within the 14 day return window - they sent me an apology email about the delayed shipping, but when I tried to exchange or return the item (it was much smaller than expected), there are no instructions for doing so on their website - you have to call or email. I called and after multiple attempts, finally got a live person, she assured me she'd send me directions over email. She did not. I then emailed and got an autoreply saying they got a lot of emails and I would hear from them within 72 hours. They never responded. I tried calling again, only to have the phone ring and ring. I then emailed again. Ten full days later - now weeks after receiving my delayed package (which took 2 weeks, not the 2-5 days advertised) they finally responded and said I was outside of the return window - only because of their terrible customer service and lack of clear return instructions. They could easily make those instructions available online, but they clearly want to make it nearly impossible to return or exchange. They've lost this customer forever. Beware. Update: though emailing Pelsbarn didn't work to get a response, this review has - (see below), however, I was within the 14 days of receipt of the item when I called and was told instructions would be emailed (they never were). I was also still within the 14 day window when I emailed - I have the proof of receipt of that email, but they never replied. I wrote again 10 days later (that time, yes, out of the 14 day window, but not for lack of trying...) and finally got a response days later denying the return. I replied to that email within a couple of days and have yet to receive a response. I'll update again if Pelsbarn does finally honor their advertised return window.

Date of experience: Dec 26, 2024