David B

Review of Woof Canada Inc

They look cute, but read the exchange (only) polic...

They look cute, but read the exchange (only) policy

I purchased a starter pack which includes a leash, harness, collar, and I also got another nicely patterned collar in my first order. The harness was the main reason for the order, as I have a malamute puppy and needed something easy to go on around the neck scruff. Unfortunately the harness straps are disproportionate for the size of my dog, so there s a lot of pressure on the vertebrae and my dog physically looks uncomfortable while wearing it.

Make sure you read the exchange only policy! They tried to explain they cannot accept returns due to COVID and employee safety when restocking product; however they are able to accept exchanges. (Not sure I follow the logic). Customer service said they wholeheartedly want products that our customers can use and if it s something as simple as an exchange for size or even design, we would be able to accommodate that for you, even though it doesn t fit and I already purchased all the other items.

After going back and forth with customer service, I was awaiting a manager to review my file. After following-up 3 days later, they offered to accept the return and refund for a $10 restocking fee and I would have to pay the shipping ($15). The harness costs $40, so none of this is worth it and I can't support companies like this.

From time to time, it is good business practice to review and update corporate policies based on consumer and environmental trends; especially when other retailers are implementing safeguards for their employees to accept returns and mitigate employee risk.

UPDATE - Correct! The day after posting this, someone from the company did reach-out to me and immediately resolved my concerns! Appreciate your commitment to customer service, but mostly the conversation, understanding, and willingness for learning opportunities. Thank you for your help!