Thedogface Reviews

Completely ignores their customers

I ordered a The Dog Face Jacket from this website for my dog obviously but unfortunately it turned out to be slightly too small dogs being a little trickier to size than humans as it turns out So I set about trying to exchange it for a size up The Dog Face s website states that you only have 14 days to return items and have to email them before posting anything back to get a return authorised so I emailed them no response A few days later I emailed them again again no response So I emailed them a third time and you guessed it NO response Meanwhile I d also tried their online web chat twice but this just resulted in an autoreply with a link to their returns terms and conditions including the above-mentioned requirement to email them for authorisation I then checked my PayPal account and found that the company behind The Dog Face is called Always Distribution Ltd In addition to their gmail address always a sign of a professional company having a free email address - I should have picked up on that there was a phone number linked to the account Fortunately though I Googled the number before I called it as this number turned out to be listed as a premium rate one costing around 2 for just the first minute so I wasn t going to be calling anyone on that Finally I contacted PayPal as The Dog Face had breached their own conditions by not responding to my FIVE attempts to get my return authorised Initially the chap at PayPal told me my money would simply be refunded and that I should keep the too small item as a present from PayPal - not hugely useful to me but at least it saved me the expense of then having to send it back However I then received an email telling me that Always Distribution had been made aware of my claim after which about a week later they FINALLY responded to me telling me they were sorry and that I could return the item for a refund or exchange As this company clearly cares not at ALL about customer satisfaction and once I ve sent the item back to them I ve got ZERO confidence that they will make good on any promise to refund or exchange the item by paying to send the jacket back I d basically just be throwing good money after bad hence I m out The too small jacket can go to charity and my dog will have to get his wet weather coat somewhere else It s a shame because the jacket itself is actually pretty decent quality but with customer service like that shown by this company I can only urge anyone thinking of buying from them to AVOID them like the plague and get your doggy clothing somewhere that actually stands by their own guarantees and actually has the common decency to respond to emails Note I initially placed this review under The Dog Face website only to receive an email from TheDogFaceBrand telling me that they had no record of my order It turns out there are several websites all called The Dog Face all selling products with nearly identical but ever-so-slightly different logos all of which have the same terms and conditions and the same lack of contact numbers on their website They also all seem to have Gmail email addresses all of which suggests that they re basically the same business trading under slightly different names I can t prove that however so all I ll say here is purchase anything from any Dog Face Website with caution but steer well clear of this one