Products are nice, but that’s it. Customer service is not only abysmal, but openly condescending, in March of 2025. Mismatched boots that I’m not allowed by Ruffwear to leave a review about because my bad experience wasn’t of the PRODUCT, itself, just my actual experience of abject incompetence by the company, refusals to cancel a single item from an order that was just placed and not shipped yet, as if they can’t be bothered to call their own warehouses, two week return/refund turnaround bc they can’t afford FedEx for returns, only USPS, mangled emails, nonsensical PDFs and no apology after no notice at all of issued refunds, AFTER an email stating that’s what I needed to wait for, inane “follow ups” about purchases I haven’t even made, a car harness that’s clearly being misrepresented to people who don’t know how incredibly dangerous it is to prioritize COMFORT in a car harness, and a SEPARATE page explains that “crash tested” doesn’t mean the harness PASSED the test, even including a crash test video of a dog in the harness obviously NOT be restrained in any real way by a $100 item. My main reason for NEVER doing business with the company directly is the OBVIOUS culling of any reviews that aren’t glowing, and the disallowing of ANY reviews that speak about actual customer service experiences. As if those of us who are treated this way must just be unable to see reality, and are out to get them.The products themselves are typically well built (except for the falsely advertised car harness of course), but it doesn’t make doing business with a company that behaves that dishonestly with their own reviews acceptable to me. Why not just actually pay attention and treat people decently, instead of trying to hide layer after layer of order mistakes and poor communication from future buyers? No amount of reinforced stitching is gonna make up for telling someone that their own genuine reviews aren’t allowed to be posted, because they aren’t glowing, and pretending that that’s not what’s occurring.
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Building dog gear to enhance your outdoor adventures. Trail tested & rugged dog boots, dog coats, dog harnesses, dog life jackets and much more.
