Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:18/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I initially purchased my "Dogger" stroller (order *****) on 5/1/22 for $350 from Dog Quality Enterprises, I was able to speak by phone with a very helpful customer service representative to get my questions answered and order placed. The stroller was a Godsend for ferrying my 13 lb. Pomeranian around the neighborhood while he recuperated from back-to-back patellar luxation surgeries.On 2/5/24, the aluminum crossbar under the passenger seat came loose from its weld to the frame on both sides. As the stroller is only used on paved sidewalks to ferry a lightweight dog and is stored indoors, the structural defect should be covered under the company's "2 year warranty on all frame related parts." On 2/5/24, I tried calling Dog Quality customer service and got a voicemail recording stating that due to a staffing shortage, the customer phone line was no longer manned. As instructed by the recording, I e-mailed Dog Quality about the breakage and included pictures. From 2/6/24 to 3/10/24, Dog Quality customer service has twice asked for my shipping address confirmation to mail a replacement jogger, then switched to confirming my e-mail address to send me a postage paid label to return the stroller for repairs, then switched to to saying I would need to pay shipping for repairs and they would cover return shipping, then on 3/10 I received an e-mail stating they were contacting the company owner to get resolution. As of 3/16, I have received no updates in that regard.Im saddened to have lost all confidence in Dog Qualitys current level of customer service due to the inconsistencies in their customer service responses and would appreciate the BBB's assistance in getting resolution - ideally a replacement dog stroller. I have uploaded the entire e-mail chain of communications for your review. Thank you!

  Business Response

  Date: 18/03/2024

  I am very sorry to see this complaint since we really try our very best to resolve any issues. Unfortunately since COVID we have faced many challenges and are very short staffed which is why we are only able to provide support through email at this time. Email is also the best way to help resolve Dogger issues since we often need photos sent so we can better understand the issue which can only be done by email. ****** who you communicated with by email is brand new to our team and unfortunately promised a replacement Dogger in error which is why he then corrected himself by explaining how the warranty process works. I see that you ordered back in 2022 which is still under the 2 year warranty so we are more than happy to fix the Dogger to get you back up and running. As per our warranty we ask that you send us back the Dogger for repair so we can make all the necessary repairs and then we will cover the shipping costs of sending the repaired Dogger back to you. I have attached a copy of our warranty with this reply for further clarification.

  Customer Answer

  Date: 22/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  As I stated in my complaint, I have lost faith in communications with Customer Support at **********************.  They are blaming a new employee for twice corresponding that the dog jogger would be replaced and then corresponding that a postage paid mailing label would be e-mailed to me.  Only when I e-mailed my concerns to a supervisor did they express surprise at my communication issues with their staff.  I am very reluctant to ship the dog stroller to a customer service center that admittedly doesn't appropriately train or supervise their staff as to their own repair policy and has no consistency of timing or content in their e-mail communications.  I feel that Dog Quality should stand behind their customer service resolution of sending me a replacement stroller or e-mailing me a pre-paid shipping label, as they are responsible for customer correspondence generated by their staff - AND have already forced me to wait over 6 weeks for resolution.

   

   

   

  
  Sincerely,
  
  ***********************