1/22/2024 0 Comments Tags for hope canada![]() Our customer support team are also working really hard to catch up on all the tickets we received. We have been hard at work on that the past 2 weeks and I am happy to say that orders are now moving really fast. Thankfully we are not out of business! The truth is that we had such a successful launch and our products are in such high demand right now that we had to quickly hire new staff, train them and improve our production line so we can get more orders done. We also appreciate all types of feedback, negative or positive so thank you again for your review! It forces us to improve and be better. But nevertheless we have to work extremely hard to make sure we get over this growth spurt and get back to offering the amazing service we are known for. It’s a great problem to have and we really appreciate the support from all our customers and for supporting a Canadian business as well as helping us make the world a better place for animals. We typically have an amazing customer service and we ship next day but with so many orders it’s extremely hard for a small team to do everything all at once. Again Cat, I am really sorry for the long delay and the bad experience. Our customer support team are doing their best to get through every email we received. ![]() Let them know you talked to us on Trustpilot. We will be more than happy to expedite your order, could you please reach out again to our support team with your order number. You have absolutely nothing to worry about though, we will make sure you are 100% happy with your order. As a small Canadian business that manufactures in Canada, its extremely challenging for a small team to grow so quickly and try to meet our usual expectation of high quality and excellent customer support. As you can imagine we are working day and night to get all the orders out, expand the team, train new team members and improve our production abilities. Please let me know and I will get this going for you! I hope this helps and thank you so much for your support! We really appreciate it.Hi Cat, Thank you for bringing this to our attention and I am so sorry! Our team is completely overwhelmed with 10x more orders than we have ever received. ![]() Would you like both of them to use a plastic buckle instead? It's a good option as they are reliable and very light. I see that you have two collars on the order. We hope you love the products you received! - Hello Shae, Since you placed a large order we would be more than happy to exchange it for you - free of charge. We are more than happy to resolve your issue free of charge! I look forward to your response on the reply and thank you again for your support. Here is the reply in case you did not get it. I can actually see that we replied to you about 2 hours ago. We really appreciate your patience and for deciding to support a small Canadian business like us. This is the truth and is why we are behind. We did have our fall collection go viral and as a result, had to work overtime to get all the orders fulfilled. First of all please know that we do not copy and paste the responses to our reviews. This has been a extremely frustrating experience, and I do not feel that anything is being done to correct the situation at all. Their products are cute, but I would spend your money elsewhere. This company is underprepared, unable to manage workflow, and awful at customer communication. I still have not received my package and a solid answer about my order. I was thrilled to have been supporting a Canadian run business, and one that helps animals at that however now I wish I never ordered from them. Every single email is a copy and paste email, and I have noticed that almost every single reply to a bad review on here is copy and pasted. However, even now that they have found my emails in their box of “lost” emails, I still haven’t received an answer to my question. I understood that they were “overwhelmed” and was patient the entire time. I even asked that when I received the package, if I could send the collar back for an exchange. I had re-emailed twice after within 3 weeks, inquiring the same thing, hoping that in the time they were backed up, they would be able to possibly make the change. I received an automated email, saying that they had received my message and their response time was about 30 minutes. I had emailed the company inquiring about making a change to my order, before it was shipped out. Ordered a tag, collar, leash, and harness for both of my dogs on October 3rd, almost $300CAD worth.
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