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Lousy Company - Left me stranded with no puppy

I paid the company about 5 days before a scheduled trip by the Nanny to California which is where I am, and they said she could bring out on July 26th because she was flying out for the weekend for an event. The delivery was cancelled for unknown reasons because the Nanny was "already on her way to California" (my destination), so therefore she could not go get the puppy and bring it to California. It was then rescheduled for August 1st, which became August 2nd, the day she was flying out to California for an "event". When Friday the 2nd came, she cancelled again because she said her flight was cancelled to go to Harrisburg, PA to pick up the puppy. The problem was, she did not, per the company policy get booked onto a later flight. She already had a flight scheduled out here to California for another event, and she did not want the reschedule to affect that flight, so cancelled everything, and said to the owner of the company, Rob Kern that maybe she could come out on Tuesday, August 6th. I called Rob and complained about the constant cancellations where the nanny did not, per the policy, get on a later flight to bring the puppy out. Rob Kern had a huge attitude, was not sorry that he was inconveniencing two families, did not apologize and instead of trying to fulfill his commitment on Tuesday, he cancelled the deal the weekend before and blamed me, the customer for the cancellation. He gave lame excuses, such as, "I might cancel the Paypal transaction and he would not get paid while the dog is in flight", as if I would try to rip him off! Two families had already been waiting over two weeks for the dog to be delivered. Flights do get cancelled, but if they would have adhered to policy, the nanny would have taken the next flight out to California regardless of the cost to the company to fulfill their promise. I found Rob to be a whimpy, unethical owner, who could care less about the families he disappoints and the dog that is waiting for a good home. I hope no one uses his company in the future because he egregiously rips people off in terms of time wasted, hearts broken, and money lost. Time is money. They can improve their service by standing by commitments and doing everything possible to get the dogs to the destination when flights are cancelled, including and not limited to taking a later flight as their policy states. I was told the nanny refused to go on a different airline to get here - she would only use American Airlines. Rob reimbursed by money (thank God), but obviously is a jerk who had no remorse that had people on hold for weeks and would not go out of his way to get the dog to California. After waiting and waiting, he sent an email saying he was bailing out of the commitment. Both I and the breeder were greatly disappointed in his service and his attitude. He acted as if my upset was unwarranted. I think he is a sadist personally. Karma dude! She's got your number!
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ID
#1616483 Review #1616483 is a subjective opinion of poster.
Service
Mynewpuppy Me Delivery Service
Pros
  • Committed to a date quickly
Cons
  • No remorse for missing multiple dates
  • Unreliable
  • Not flexible in getting a later flight on missed flights
Reason of review
Order processing issue

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