My husband and I have been customers for many years and spend thousands of dollars with Rens. We have always loved that they're local and have never had an issue ever...until now. Recently they updated their website and we got an email we needed to re-do our dog food subscription information. I re-did it all and re-ordered it for our two large breed dogs because we were running low and expecting a regular shipment soon. I was charged for the full amount of the dog food, but we ended up receiving some cat stuff instead. I was confused and tried to call the customer service line during business hours, always getting a voicemail. I left two voicemails and never received a call back. I follow-up with an email which took days for someone to respond to and when they did, they wanted me to bring the incorrect items back to a storefront to get my refund...when I refused this they told me they would send a FedEx return label to that it could just be shipped back directly to them. I do not own a printer and I do not think it is my responsibility as the customer who did not make a mistake to have to go through all of this effort to get this incorrect product back to them. I just wanted a refund and its not been almost two weeks since I paid for this order. The customer service agent then emails back and says that since I am unwilling to cooperate with them they will be refunding the dollar amount of the items they incorrectly sent from my refund amount...the thing is, I was never charged for these items I was charged for the regular amount of dog food. The company is using my money to fund their own mistake and it makes me feel sick to my stomach. I will NEVER be doing business with this company again after this. Extremely disappointed!
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