My order was placed in early December as a Christmas gift for a friend. The company contacted me to tell me it was running a little late but offered 20% off on the next order. I asked if they could just apply the discount to this current order as a courtesy for being late but they refused. On December 19, the site’s tracking tool showed that my package was out for delivery that day but it never showed up. I wrote the company and they asked me to write this third party shipping company to see where my package was. Why they couldn’t do this for the customer was beyond me. The shipping company is shady and gives one sentence answers with no real details. Then after a few attempts at getting more info from them, the shipping company sent an automated response directing me to contact yet another person (with a Gmail address?) to report a missing package. I wrote that person at least twice with no response. It felt like everyone was buying time and I was being sent on a wild goose chase. I was not confident at all that the product would ever show up. I even started to worry that I had been scammed due to the lack of actual help I was receiving. The company had not offered to send another bed expedited, nor refund me, nor even give a discount for the inconvenience. The package finally arrived on December 31. I’m giving 3 stars because the bed itself is nice and the dog it’s for seems to like it. However, I don’t know that it was worth the headache I went through to get it. While customer service is responsive and friendly via email, they truly didn’t do anything to help or problem solve and they put the responsibility of chasing the package on the customer. The process took up way too much of my time and energy and I wasn’t able to give it as a Christmas present as planned because it was way too late. I’d say if you’re going to order something, do it at least 6 weeks in advance of when you need it to be safe. And if you have all the time in the world and don’t mind waiting, then it’s a nice product. If you need it quickly or for a gift, etc. maybe look elsewhere for something similar. Overall, experience wasn’t great but product is nice.
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Pelsbarn is a small female owned company that started in 2021 with a simple mission: help shelter dogs in need, while providing all dogs with thoughtfully designed products. The goal of Pelsbarn is to create a world where every dog feels loved and cared for.
