Joy W Fey

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Very rude owner / customer service

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Paula Hogan of Hogan Custom Leather is not someone you want to do business with. I have purchased a number of things from Hogan Custom Leather in the past, their quality is good but you pay for it as their stuff is not cheap.

But the lack of customer service and downright rudeness of Paula has caused me to NEVER return to this company. In November I sent an email asking about sizing and if they can custom make a collar for my dog. Paula responded three days later, but clearly never read my email and gave me only about a third of the answers. I emailed again and got a very snide comment and no further assistance.

In spite of this I went ahead and ordered a basic slip collar, not the custom one I was also going to get. I ordered a 20 inch slip collar for a dogs neck size of 18.5. I paid $9.99 for express shipping because I needed the collar for a trip. The collar arrived two weeks later and was the wrong size.

Paula sent a 22 inch collar not a 20. When I sent an email to Paula about this she stated I measure the inside of the collar circumference. And that I need to pay to return it, for them to send me the correct size. When I complained that I needed this collar ASAP and that I should not have to pay for return shipping Paula became even more rude, stating I do not know how to measure leather and that my 22 inch collar is dead on at 20 inches.

She also continued to state I did not make this mistake, I could have charged you 30% restocking fee and no shipping, and that she has to re-stitch this collar because I pulled it flat. Note I pulled it flat to provide a picture of the size because she insisted I dont know how to measure.

After I paid to have the collar returned, Paula did provide me a refund of the order, after several more heated emails.

But I was still out the shipping charge.

There are a whole lot of custom leather shops that provide quality products that do not insult their customers. I strongly suggest you use one of them and avoid Paula Hogan of Hogan Custom Leather, unless you enjoy being berated and insulted by Paulas inflated ego.

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Reason of review:
Poor customer service

Preferred solution: Return all the $$ I was out for this error of yours, including shipping.

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