Talitha M Gfn

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Verified Reviewer
| map-marker Buffalo, New York

Need help with a return

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I have been trying to get in touch with Ruffwear, but haven't been able to use the schedule a call appointment, since I only have a German phone number. I am a U.S.

military service member stationed in Germany, and only have a German cell number.

I have tried chat and email as well without any response. Please call, email, message me back.

It was super easy to get a representative to help when ordering and purchasing, and am very frustrated at how difficult it has been to get help with a return, when item is not as described (measured according to website instructions, but product does not fit).

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Loss:
$100
Pros:
  • Good customer service when buying product
Cons:
  • Non-existant customer service when returning product

Preferred solution: Full refund

User's recommendation: Think twice before purchasing from Ruffwear, difficult to reach customer service

2 comments
Guest

Hello, thank you for reaching out! We regret that you did not hear from us.

We see that you messaged us only a few hours ago and we typically reply within 24 hours. We apologize for the delay in our response and any inconvenience this may have caused. We have replied to your email to assist with your return.

Please let us know if you have any additional questions! Warmly,

Guest
reply icon Replying to comment of Guest-2467342

This is not true, I have been trying to reach Ruffwear for sometime now, days not hours. I do not appreciate the false appearance of expediency.

If it were so, I would not have had to try to reach out through third party websites to Ruffwear. I am clearly reaching out because I have had continuous issues with completing a return as per your instructions below. Are there special instructions for orders shipped to/returned from APO addresses? I have requested a shipping return label be emailed to me at the very least, although I find it very frustrating that Ruffwear can neither answer my calls, nor return them, nor chat with me to resolve my issues and concerns with product ordered, and it requires multiple emails just to get a generic response back, delaying my ability to resolve the problem to no fault of my own.

Yet when I ordered the product I had no problem at all with contacting a representative on the phone, I followed their instructions exactly as per ensuring correct size and was reassured it would be no problem at all to return after the holidays if any issues with sizing.

Items are brand new and unused in original packaging. I am requesting a full refund.

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