ruthcatrin
Well-Known Member
12/4/12, I ordered a muzzle for Arty.
12/7/12, I received it. Nice and quick, and the muzzle was as ordered and appeared to be good quality.
12/9/12, We realized we'd ordered the wrong size. My fault, I'd measured correctly and ordered wrong. But D&T offers a service where you email them the measurements and they'll help you pick the right one. So I emailed, and per website instructions, put "urgent!" in the subject line since I needed to get the old one returned and exchanged.
12/12/12, I'd not heard back, so I called. Was informed that the sizing folks only do things via email, but if I wanted to forward my email to the receptionist who answered the phone she'd make sure it got forwarded to them and that they got it.
12/14/12, I'd not heard back. Starting to get peeved I sat back down with his measurements and ended up picking out a new one. Looked up the process for returns/exchanges....oh look, email with the word exchange" in the subject and they'll get back to me. Yah, I can see how this is going to work.....
12/20/12 I got a (probly automated) email asking me to rate my experience buying from them. For some strange reason my review hasn't shown up on their site yet.....
12/27/12 I finally get a response from the returns/exchanges folks (I STILL, as of this posting, have not heard from the sizing folks) with instructions on how to exchange the muzzle. I emailed back that I only wanted to return it now, I'd bought a muzzle elsewhere. They said ok, and I returned it per instructions.
Now I realize that all this happened in the last few weeks before Christmas and thats a busy time for any retailer, but I've NEVER (in my far to many years of experience working retail and customer service) had ANYONE take THAT long between initial contact and return of contact, Christmas or not. The muzzle was good quality, and if I'd been able to use the initial order it certinally would have been fine. But their customer service sucks, their ability to respond to customer inquiries sucks. And frankly I won't be recommending them and will be thinking twice about buying any of their products again.
12/7/12, I received it. Nice and quick, and the muzzle was as ordered and appeared to be good quality.
12/9/12, We realized we'd ordered the wrong size. My fault, I'd measured correctly and ordered wrong. But D&T offers a service where you email them the measurements and they'll help you pick the right one. So I emailed, and per website instructions, put "urgent!" in the subject line since I needed to get the old one returned and exchanged.
12/12/12, I'd not heard back, so I called. Was informed that the sizing folks only do things via email, but if I wanted to forward my email to the receptionist who answered the phone she'd make sure it got forwarded to them and that they got it.
12/14/12, I'd not heard back. Starting to get peeved I sat back down with his measurements and ended up picking out a new one. Looked up the process for returns/exchanges....oh look, email with the word exchange" in the subject and they'll get back to me. Yah, I can see how this is going to work.....
12/20/12 I got a (probly automated) email asking me to rate my experience buying from them. For some strange reason my review hasn't shown up on their site yet.....
12/27/12 I finally get a response from the returns/exchanges folks (I STILL, as of this posting, have not heard from the sizing folks) with instructions on how to exchange the muzzle. I emailed back that I only wanted to return it now, I'd bought a muzzle elsewhere. They said ok, and I returned it per instructions.
Now I realize that all this happened in the last few weeks before Christmas and thats a busy time for any retailer, but I've NEVER (in my far to many years of experience working retail and customer service) had ANYONE take THAT long between initial contact and return of contact, Christmas or not. The muzzle was good quality, and if I'd been able to use the initial order it certinally would have been fine. But their customer service sucks, their ability to respond to customer inquiries sucks. And frankly I won't be recommending them and will be thinking twice about buying any of their products again.
