Hands N Paws reviews and complaints
The good, the bad, and the ugly - discover what customers are saying about Hands N Paws
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Rec.d f/u email, calling me a pig!
Dec. 3, 2007 I ordered a pair of boots. Dec. 6, 2007 I emailed an inquiry as to how long it would take to get the items shipped out. Rec'd f/u email stating 7-10 days. Dec. 20, 2007 I emailed and told them if the item had not been sent out, please refund my credit card and cancel the item. Dec. 21, 2007 rec'd email with USPS tracking number. Jan. 11 contacted USPS with tracking # was told the package was not found in the system. Jan. 12, 2008 emailed Hands N Paws again. F/U email was the item was the 'wrong color' and would be mailed out within a few days with a 'complimentary gift'. I again emailed them on 26 Jan. 2008--this is the email I rec'd. and the one I sent, in which their company called me a pig.
Write this again with better grammar and say please. If you don't know how to act with civility, we are not going to bother responding. Things get lost in shipping, carriers miss items all the time in a holiday rush. Some people know how to act with a polite inquiry while others are pigs. Guess which category you fall in.
I wrote an email on the 20th of Dec. 2007, stating that if this item had not shipped out, then to charge back my credit card. I received this email the day after, stating that the item had been shipped. I received another email from you 15 January 2008 in which you stated that you did not reopen until the 10th of January 2008 and my item STILL HAD NOT SHIPPED.
It is now the 25th of January 2008, I have NOT received the boots, nor has my charge card been credited back. This is assinine--the order was placed nearly 2 months ago. ABC may have done a 'show' in regards to your products, but they obviously did not investigate your handling of orders or clientele.
If this item has yet to ship, cancel it and bill back my charge card and send me the receipt. Because of the stressful situation you have created in regards to this order, I do NOT expect to see a charge for 'restocking'.
The complaint has been investigated and resolved to the customer’s satisfaction.
Stay away, this place is a joke!
People, please stay away from this company. Absolutely no follow up on an order placed on July 10th 2007, it has been 2 months. I've emailed them three times with no response, after being frustrated with their terrible service and fake tracking number I emailed again for the fourth time where my product was and from what I've seen received the usual rude response back from them.
They say there canceling my order because I complained that there giving out bogus tracking numbers, no email contacts and just plain terrible customer service. I'm thankful they did this but now I'm hoping they really do refund my money, pay pal is no help after 45 days
I think the hot Arizona sun has fried their minds, their responses are infantile at best. I would say it's run by a 12 year old but even this age would have more class, I suspect it's run out of a dirty old garage and they just collect money and rip-off people.
It will catch up to them one day, I hope this helps people to change their minds about placing an order. I have all email correspondence from them so any questions feel free to ask, you can see what a lousy place this really is. The funniest part of this is the DBA Sophistication Alley, now that's a big joke!
I was all set to place my order and than found this site about complaints while looking to see if a coupon code was available for the company. I am so glad I saw this and all the comments. I'm definitely not placing the $80 order now and will take my business elsewhere. If there is one thing I can't stand, it's bad customer service and rude e-mails. I'm so glad I won't have to put up with that possibility. Thank you everyone for posting and letting others know. I'm sorry to hear you all had to go through that crap.
I totally agree! They are absolutely terrible as their UNSATISFACTORY RATING ON THE BETTER BUSINESS BUREAU can attest:
http://newjersey.bbb.org/WWWRoot/Report.aspx?site=89&bbb=0221&firm=28001051
http://data.phoenix.bbb.org/commonreport.html?bid=38001692
Seriously, do not order from HandsnPaws aka Sophistication Alley, Ltd. You WILL be ripped off.
This is what tis happening to me now. it is a nightmare. I just want my $400 back they took out of my credit card account before I realized what they were doing. I posted full story in other reviews. The are playing games with peoples money and are looking for opportunities to bully customers around because they are in control of your money. Stay away from Hand N PAWs!
Did you file a Paypal claim for non-receipt of goods? They will have to refund your money then because if they gave you a bogus tracking # they can't prove it was shipped or received by you. Good luck.
The rudest company I have dealt with!
I place an order in June 2007, sent an instant payment via Paypal, waited 3 weeks... and nothing. I don't expect a daily e-mail on the order status but 3 weeks is a long time to wait to have paid for merchandise and not receive it and not hear anything about it. I Googled the company and found these complaints, and got the feeling that unless I contacted the company I would never get any money back or any merchandise. So I e-mailed the company, here is what I wrote:
"I placed this order quite a while ago, and have no communication from you as to what the status is. I am concerned because since I have placed the order I have read some complaints from other customers of yours that have claimed never to have gotten their merchandise, or received it very late and in poor condition. In these complaints I have also read that the communication from your company has been poor. Please contact me ASAP as to the status of my order."
I don't think I was being rude, but I did want to get the point across that I was aware that they may not have the best customer service. I also filed a Paypal claim for a refund for non-receipt of goods. Here is the reply I received the next day (I swear... I can't quite believe how rude this company is! LOL) in its entirety:
"Well, then don't shop here. We don't have time for people who make false (and libelous claims). We've been in business six years, never took any money from anyone without shipping merchandise thank you very much. Most of our customers actually read the site and order confirmation which spells out the processing time. You have no shipping deadline specified nor did you ask for one prior to your order. If you're that impatient, then prefer to make accusations rather than ask about YOUR specific order, we don't want to do business with you. Have a good day. That response fast enough for you?"
LOL! I have never dealt with a company so rude and unwilling to cooperate with customers. Granted, since I already requested a refund I suppose they had no reason to be nice to me anymore, but the message in that is that this company will only treat you with respect if you put up with their crappy customer service and policies. Once you start asking questions or requesting order cancellation and refund, they are rude. They did refund my money through Paypal promptly, but I suspect only because they would have lost the claim because they never sent anything. I am relieved I used Paypal, I think it made it a lot easier for me to get a refund. If you read the policies on their site, there are some hints there that they don't have good customer service:
From their "Company Info" page accessed 7/8/2007:
"In addition, we encourage customers who need more certainty regarding shipping times to indicate a "ship by" date on their order. In such cases, we contact the customer directly within a day or two of their order placement with an estimated delivery date specific to that customer. If we do not make that date, the customer is fully refunded, we do not process that order and the customer is issued a coupon towards a future purchase. "
(This tells me that they are understaffed, and that they triage their orders, only sending out orders that have a specified date and ignoring all others the latest that they possibly can. They should require a "ship by" date for all orders, but this would mean they would actually have to send all of their orders out on time.)
From their "Contact Us" page accessed 7/8/2007:
"Contacting Us
We encourage you to contact us before making your purchase if you have any questions. E-mail is usually the most expedient way to contact us using the form below. A customer service representative will try to respond to your request the same day. You can also try us by phone, but that has a longer turn around time. If you don't hear from us, please follow up by email. Don't forget to put your Order Number in the subject line of any communication if you have placed an order so that we can provide you with the best service. Many of our emails are lost to spam without an order number.
PLEASE NOTE, WE'RE EXPERIENCING DELAYS IN RECEIVING/RESPONDING TO EMAIL AS WE EXPAND. PLEASE ALLOW AT LEAST 48-72 HOURS FOR A RESPONSE AND IF YOU DON'T HEAR FROM US USE THE HELP DESK TO SEND AN EMAIL WITH YOUR ORDER NUMBER IN THE SUBJECT HEADER. (SEE HELP BUTTON). WE ASK THAT YOU BE PATIENT IF YOU DO NOT RECEIVE A RESPONSE RIGHT AWAY. WE GET HUNDREDS OF EMAILS DAILY AND WE TRY TO ANSWER THEM IN TURN. SOME ARE UNFORTUNATELY LOST TO SPAM, BUT WE DO TRY TO ANSWER ANY WE RECEIVE. AGAIN, USE THE HELP DESK IF YOU HAVE NOT RECEIVED A TIMELY REPLY."
(What this really says: please don't call Hands N Paws, because it makes it harder for us to ignore our customers, and you can't leave a message anyway. Please e-mail Hands N Paws because it makes it easier for us to ignore the customer... and don't blame Hands N Paws if we don't answer you in a timely manner because it is not our fault that we somehow cannot retrieve all their e-mail... it's all spam's fault!)
From the order confirmation e-mail received 6/17/2007:
"Important Note Paypal Users
Please note that we do not always receive notice from Paypal that you have paid if you select Paypal as your form of payment. If you have paid using Paypal and we have not processed your order, in all likelihood, we have not received notice of your payment and you will need to contact us with your Paypal Transaction ID. Upon verification, we would be happy to continue processing your order. Also, if you have canceled your order within our 24 order period (see above) you need to email us so we can refund your paypal account. "
(Paypal sends out autogenerated e-mails for everything, and I have never not gotten an e-mail, and I have been using Paypal for 6 years both selling and buying on Ebay. Let me guess, it's spam's fault again! I love how they put all the burden and responsibility on the customer - we have to tell them to ship it on time, we have to tell them we paid, we have to constantly check the order status page - which is a joke because the order status never changes... etc. Then they get rude when we do expect them to do THEIR jobs. Sounds like they need to hire more people. According to them, they don't have any responsibilities towards the customer. This is perplexing.)
It is their loss, I am sure they have lost plenty of good customers because of their attitude. If you have good customer service and treat your customers with respect, I will spend a lot of money (just ask Zappos.com!).
Bottom line: avoid Hands N Paws. They don't have good communication, business policies, or customer service. Even worse, they are rude. It is one thing to have late orders and such, it is quite another thing to get crappy treatment because they can't run their business very well. AVOID HANDS N PAWS, and tell your friends!
Hi, I am the original poster for this complaint, and I just want to add that if anyone doesn't believe that was the actual e-mail reply I got from Hands N Paws, I would be happy to forward to you the original reply I got. Thanks, and good luck!
OMG I sure wish I'd seen thsese post before I ordered my item. I waited over month, and finally received the item today, and it's not the right size. I'm afraid to contact them for a refund now. I didn't read anything about their restocking before I ordered.
I totally agree! They are absolutely terrible as their UNSATISFACTORY RATING ON THE BETTER BUSINESS BUREAU can attest:
http://newjersey.bbb.org/WWWRoot/Report.aspx?site=89&bbb=0221&firm=28001051
http://data.phoenix.bbb.org/commonreport.html?bid=38001692
Seriously, do not order from HandsnPaws aka Sophistication Alley, Ltd. You WILL be ripped off.
I would be happy to share my story although you may think it is something out of fantasy. This company is horrible. Please take the time to file a complaint with sophistication alley, ltd doing business as Hands N Paws in NJ and AZ. Also, please notify your local radio and TV stations to do a spot and be sure to let Hands N Paws no that Beth sent you. It would be helpful to get the word out to everyone so they are not ripped off and insulted by these apparent con-artists. I would be happy to email my communications as well. thanks. I will not stop until they are no longer in business!
I couldn't agree with you ALL more about this company. I got a very similiar response to a very similar situation several months back. I have NEVER in all my years of shopping on-line and in regular store had a response quite like there's. Unbelievable. Anyone even THINKING about buying from this company should run like HELL to another web-site--you will be screwed in some fashion and definitely offended. RUN I SAY, RUN! I still can not believe they are in business. I did file a complaint with the BBB.
After I tried to place an order I sent an email asking if they had the product. I got a polite but vague response telling me they would check their inventory... Then I didn't hear anything for 2 days and that's when I looked on the internet and saw all these complaints about hands n paws. So tonight I wrote back saying they must not need my business since they didn't get back with me and I would order somewhere else. I got TWO instant responses back, rudely telling me I must be obsessed since I emailed 5 times in two days (a couple were sent twice by accident, one was in response to their message). So I wrote back and said they sounded like a crazy person and all the internet complaints must be true and I would take my business elsewhere. This person truly sounds like they are bipolar - the site is filled with lots of meaningless drivel, directions, instructions, etc., but they can't fulfill something simple like making a sale, and they are very rude and confrontational when challenged. Most of this stuff can be ordered from other sites or directly from the manufacturers. This place looks like a scam and anyone who ordered from them should definitely report this site to the Arizona Attorney General. The BBB doesn't really have any clout if its not a legit business. You can also try to recoup your money through small claims court in AZ, but a consumer complaint through the AG's office is your best bet. Good luck! (I hope this loony writes back just so I can jerk their chain some more) ha ha!
I place my order Sept and now it is Oct and still no answer on when my order will arrive. I canceled order thru E-mail and their reply was "check your spelling" and what are you saying also LOL was on the reply. This means to me that they were making fun of my e-mail this is RUDE! Now they are charging me a five (5.00 ) dollars fee.
Beware!
I had a very similar experience with Hand N Paws. I also waited over 3 weeks. I wrote several emails, and I heard nothing. When I finally wrote that if I did not hear from them by the end of business day I would request that PayPal refund my money, this is the email I received in response:
This is my email:
"I have not received my order or any reply to my numerous emails, yet you have deleted money from my PayPal account. If I do not hear from you by the end of business day today, 7/26/07, I will contact PayPal for a complete refund.
This is their response:
"Oh we deleted it did we? You didn't submit payment? Didn't receive an order confirmation with the processing time? Hear this. Your order is canceled and you can start over elsewhere. How's that for a response? Heh, heh. Oh and good luck finding that collar. We're the only ones selling it.Someone sounds like a nutcase... Try upping your meds. Or stop taking them. Lol."
I have gotten more bizarre and ridiculous emails from them until I felt I had no choice but to file a complaint with the Better Business Bureau. I want to encourage all customers abused by the supposed "customer service" at this company to also file complaints.
Did not receive merchandise
This company is a fraud! Do not purchase from them no matter how convincing their website may look. I ordered, and paid for a dog collar a month ago and I have never received it. I cannot get a hold of this company. I have e-mailed them numerous times and have heard nothing. I have also called the number on their website about 50 times and no one ever...
Read full review of Hands N Paws and 7 commentsUnbelievably terrible service!
I placed an order in the middle of December 2006. I did not receive the order until mid March 2007. 4 months later. The package arrived marked up, the packing slip and plastic cover was torn and I could not read the return address. Since the merchandise was so late, my puppy grew and the items were useless. I emailed the customer service center and...
Read full review of Hands N Paws and 1 commentNo way to contact, merchandise not received
After several attempts to contact this company by email, and one month after having paid for a pet carrier, I have neither my item nor an explanation from the company. My credit card was IMMEDIATELY charged for the merchandise, with no follow up from Hands N Paws as to when I might expect delivery of the pet carrier. There is no phone number included in their website, and no customer service contact person with whom one can call to discuss any problems. The "email us" with any problems section is bogus, as no one responds to your queries.
I have contacted my credit card company for a full refund.
This company is a scam and should be investigated.
I ordered a pet carrier through this company. It took 2 months to ship, and then was returned to the company. I emailed their company to let them know of the wasted time and effort put forth and this was my response:
"WHere's the RMA number please for the return? We don't recognize packages shipped goodness knows where outside the return policy. ALso, if you work, then get someone else to sign or sign the waiver like everyone else. It's not brain science and clearly spelled out on the site and the order confirmation. It's negligent for you not to read the terms and conditions and arrogant to think you can do your own thing. Make sure you tell the BBB that. We will.
feedback-form@mail.zoovy.com wrote:
Sender Email: sarlynn012@yahoo.com
This package was returned to your store. Please reship and do not require a signature because I work during delivery times. I am extremely unhappy with this order due to the fact that it took almost 2 months to receive this item. I have tried to inquire about my order and got no response. I understand that your company was backed up over Christmas, yet I feel it was negligent to let an order take this long to process. This Sherpa carrier is available from other businesses that do not neglect their customers and can process orders in a professional timely manner. I will be contacting the Better Business Bureau about this. Thank you. "
Customer Service Stinks! I ordered a dog collar in February, and never heard a word from them until April, at which time they charged my credit card and gave me a tracking number. The item was not shipped until a week and a half after they tracking number was e-mailed to me. I was able to contact them, and they apologized, and offered me a $10 off coupon for my next order. I was satisfied at that time that they were trying to make it up to me, so I again ordered another collar and a collar and leash set. These arrived 5 weeks later; however the collar and leash set was minus the leash. I was a little frustrated, and I let them know that I would like to return the collar part of the set for store credit (not a refund), and purchase another item of equal or lesser value. Little did I know that because I purchased with a coupon, nothing was returnable. They offered to send the leash, and give me another coupon! Wasn't going to fall for that one again. Whoever handles their e-mail replies pretty much insulted me by saying that I didn't "get it", and I then told him to keep his coupon, keep his leash, and I would reciprocate by never recommending them to ANYONE and give them all the BAD PRESS I could. He then had the nerve to e-mail me back and say that was extortion, which was against the law. Another thing... they close for every holiday they can think of... they are not reachable by telephone, and they take forever to answer e-mails. These people should be tarred and feathered and run out of town... I work for a manufacturing company, and we bend over backwards to satisfy our customers. We can't afford to have our customers go elsewhere. Maybe Hands N Paws can. All they had to do was let me return the collar and I would purchase additional items from them and be a somewhat happy customer. Instead they decided to be rude and obnoxious, and I had no choice but to go elsewhere and continue to spread the word on what a lousy company this is.
SAVE YOURSELF THE HEADACHE - DO NOT ORDER FROM HANDS N PAWS! Cumbersome directions on the website indicates that if status of a "order" has not been moved in a queue for a week or more to contact the company via email which I did no less than 8 eight times without having received anything other than an automated response (which did not address my specific inquiry). Phone number listed on the website and subsequent searches revealed that all prior phone numbers have been disconnected and MANY posts as to similar complaints from many other consumers. One of the phone numbers I found for the company is an old number for what appears to be an attorney - enough said.
I have placed an order with hands n paws for a cat traveling carrier over 3 weeks ago, I have no tracking number because they haven't sent me one and I have no way of talking t anybody from the company in this manner. I am so frustrated, They are terrible I have to travel soon and I don't know what to do, they have chrged me already and I have nothing to carry my cat in. They are awfull and unconsiderate, the e-mail they have is utomatic no personal I am so pissed.
WOW! What a WEB-site. One of the best with almost anything you could want for your puppy. However, I ordered stuff on 10-24 and its now 11-8 and no shipments. Emails requesting ship information have not been answered. According to the terms listed they can take up to 4 weeks or longer to ship. OK, you got me. We as consumers are accustomed to quick shipments. We do not check the T & C for everything we order. I will never order from these folks again. I just hope I get what I have already ordered and paid for.
The complaints made against this company are over a year old, and there is a new owner of this company. I must say that the new owners are working hard to fix their web page to be more usser friendly and improve their customer service. I had bought a pair of snow booties for my dog and they were not the ones I thought I had ordered. I tried for 2 weeks to get in touch with them, and finally not only got an email back, but a telephone call from them directly after. They were having problems with their web page, and the answering service they had been using were not doing a good job. I think they are going with a different service.
It was a rought start, but we finally got the return finalized. Once we made contact, I found this company to be warm, funny and willing to do whatever it took to make me happy. (not an easy task sometimes).
I not only got the refund, I have a new friend in Arizona. We even exchanged dog pictures, her's was way funnier than mine. This is now a family run business and they are trying hard to erase the bad name the previous owners gave this company.
I highly recommend this company for you pet needs. If you email them, they respond quickly and follow up with a phone call. Super nice folks. I am 100% satisfied with them.
I say give them a chance because they were not the owners of the company at the time all the complaints were made.
Does anybody know a way to contact hand n paws, I have placed an order and haven't got it yet. thank you
hi,
my husband placed an order online with hands and paws in az
spending close to a hundred dollars and only half the order was shipped...he sent them an email telling them he was upset with the service and asking where the rest of the order was.
he recieved an email back telling him
"you sound like an idiot"
nice company, at that point i have lost all patience...
im calling the bbb and filing a report with them, hopefully other people read some of these before giving those thiefs any more of your hard earned money...they have absolutely no integrity, they dont have a land line, you have got to be kidding me.
sincerely,
kelly
if only i thought to research this company before placing an order, they are so grossly horrible and i thought it was just our order but appears they make a living out of ripping people off. over a month of time went by while received a portion of our order while the second item was never shipped. upon requesting a tracking number they sarcastically told us they shipped separately 'if we actually read the packing list' (which we did already read and understand). we were informed it didn't ship because they didn't have a big enough box. later we were told it had been on backorder the entire time.
just communicating with this company is unprofessional enough. all seems fine to place an order but to get any customer service is impossible. they have an online system for sending emails to which they respond rudely. never ever expect to talk to them on the phone because it won't happen. their contact number is an answering service with 'strict instructions' to only take orders and the women taking calls sound as frustrated as the scammed customers. i see now in all their bizarre responses that it is all a game and not a productive resolution. they have affiliate sites that make things even more complicated, watch out!
our card was charged before items were shipped and i doubt we will get our refund for the item we never received.
somebody please stop this company! it is heartbreaking to order something for your dear pet and come home everyday excited for a box that will never show up. they seem to be doing this over and over and getting away with it despite their reputation and BBB rating.
I totally agree! They are absolutely terrible as their UNSATISFACTORY RATING ON THE BETTER BUSINESS BUREAU can attest:
http://newjersey.bbb.org/WWWRoot/Report.aspx?site=89&bbb=0221&firm=28001051
http://data.phoenix.bbb.org/commonreport.html?bid=38001692
Seriously, do not order from HandsnPaws aka Sophistication Alley, Ltd. You WILL be ripped off.
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