Initial Complaint
01/30/2025
I purchased product in November 2024 and auto subscription which is canceled in January 2025. The price was more than double and I asked for a return they offered me to ship at *** for free and when I went there they said that’s not possible to ship like that. I asked ******* to provide a refund and method of return and before they said 100% refund. Now it’s only 40% and to donate the item. I want a refund for this terrible lie of a garenteed refunded.
Business response
01/31/2025
Dear *****,
Thank you for reaching out. I understand your concerns, and Id like to clarify the situation regarding your refund.
Your subscription was canceled before the order was accepted by the carrier. As part of our return policy, we offered a Return to Sender option, which required taking the unopened product to *** or the post office for them to send it back to us. Once received, we would have issued a full refund.
If you chose to keep the product, we offered a 40% refund as an alternative. Please also keep in mind that your first order was at a promotional price, and all subsequent orders were charged at the regular subscription price.
Let us know if you need any further assistance. Were happy to help.
Warm regards,
Customer Support at ********************
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Customer response
02/01/2025
Good afternoon,
The vendor issued a full refund. I’d like to note that they kept going back and forth with their refund amount. Even going from 100% refund to 50%. I did now get a full refund and will not do business with Wuffles again.
Initial Complaint
01/17/2025
My dog passed away in October so I canceled subscription but yesterday I got email saying I had ordered the product which I hadn’t. I explained about what happened and they said they can’t give refund because it had been shipped but yet I looked it up and a label had only been created not shipped.they then said they could only give a $14 sympathy refund instead of $50 I was charged. I did not order this product and want my full refund
Business response
01/20/2025
Dear ******* *******,
Thank you for reaching out, and we are truly sorry for your loss. Please accept our deepest condolences.
We understand your frustration regarding the recent order and refund request. We would like to provide some clarification about our process:
Once an order is created and a shipping label is generated, the package is considered to be in the fulfillment stage. While the order may not have shipped yet, once the label is created, we are unable to cancel the shipment directly as the fulfillment process is handled by a third-party carrier. Unfortunately, we do not have the ability to halt the shipping once it reaches this stage.
As it was mentioned in our interactions, we offer a full refund upon return of the unopened package. Once you receive the package, you can send it back to us, and we will process a the refund once we confirm its return. In this case, the partial sympathy refund was a gesture given due to the circumstances, but we want to ensure that you are fully reimbursed as soon as the product is returned.
Please dont hesitate to reach out if you need any assistance with the return process. We are here to help!
Warm regards,
Customer Support at ********************
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Initial Complaint
01/12/2025
I purchased for my elderly dog. They stated 90d guarantee or refund. My dog had a reaction and was unable to take them. I contacted wuffles who stated they do not accept returns and would provide ***** refund of ***** order. Very deceiving ,dishonest company that does not back their word on things.
Business response
01/15/2025
Thank you for your feedback, and were truly sorry to hear about your experience. We understand how disappointing it can be when things dont go as expected, especially when your dog had a reaction to the product. We apologize if there was any confusion regarding our return policy. While we dont accept returns, our goal is to ensure customer satisfaction, and we offer partial refunds in certain cases. We will take your comments into consideration as we continue to improve our processes. If youd like to discuss this further or if there’s anything else we can do to assist you, please dont hesitate to reach out to us. Your feedback is important to us, and we appreciate the opportunity to address your concerns.
Initial Complaint
01/09/2025
After a one time purchase to receive the product, my account was charged again for an auto shipment of $74.00. I am seeing this company has a pattern of miss information on the site and deception. I did contact the company and they offered a discount , I want my money back and do not want this product. Now they have my bank information and am extremely concerned more theft will occur.
Business response
01/09/2025
Dear *******,
Thank you for reaching out. Id like to address your concerns regarding the subscription and recent charge.
Our subscription details, including the recurring charges, were clearly mentioned several times throughout the checkout process. This information was provided to ensure transparency, and it covered both the initial promotional pricing and subsequent shipments.
While we understand your frustration, the subscription model allows us to provide ongoing support for your pets health. If you prefer, we can ensure no further shipments are sent by canceling the subscription immediately.
If you have additional concerns or need assistance, please feel free to reach out. We appreciate your understanding.
Warm regards,
Customer Support at ********************
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