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:09/10/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Ive contacted them countless times requesting a refund. My total order amount was ***** CAD, but I was charged ****** CAD. When I first requested a refund, it took 15 business days for me to receive 216 CAD, which is clearly incorrect. Their staff member **** explained that it was due to the exchange rate between ****** and the US on that day, and he also deducted the costs for the wallet card, collar tag, certificate, and postage. This is absolutely ridiculous. First of all, when I placed the order, the default currency was CAD, and I was never informed that my payment would be converted to USD, so my refund should not be converted from USD to CAD either. Secondly, I never received those items because they were never sent. It has been over a month, and I still havent received the remaining refund. Additionally, **** and the other staff members are no longer responding to my emails. This is outright fraud!

  Business Response

  Date: 09/12/2024

  Mr. Pei order cost was $496.5 Canadian of which $48.50 is postage. The order is then $ 448.00

  After we processed the order Mr. Pei changed his mind.

  Prior to his notification to cancel his order. We sent e-mail copies of the 2 wallet cards. ((Nono, Meimei)

  Separate e-wallet Cards are $ 50.00 each. (2x50=100) Sent to Mr. Pei.

  We also processed hard copies for the wallet card, collar tag and certificate.

  The processing cost for these items is $ 20.00 each. (6x20=120)

  Total deduction is $ 220.00.

  Refund amount $ 228.00.

  Our documentation indicates we refunded $ 293.00 This included postage.

  Paul

   

  Customer Answer

  Date: 09/12/2024

   
  
  Complaint: 22264803
  
  
  
  I am rejecting this response because:

  Paul’s response contains several inaccuracies and avoids addressing the core issue. Here's the reality:
  1. Order Total and Refund: My order was $496.5 CAD, but I was charged $509.76 CAD with no explanation for the overcharge. The refund I received was only $304.54 CAD (USD $216), and it did not include the postage, which Paul later admitted should have been refunded.

  2. Cancellation: I canceled my order the day after placing it. No physical items (wallet cards, collar tag, certificate) were ever shipped, as confirmed by UPS tracking and even by Paul himself. Yet, I was still charged for these unshipped items.

   3. E-wallet Cards: I agreed to the deduction for two e-wallet cards, but the physical copies were never processed or sent, so charging for them is completely unjustified.

   4. Currency Confusion: Paul keeps converting the refund to USD when the transaction was made in CAD. This is irrelevant and misleading. My order and charges were in CAD, and that’s how this should be handled.

  In short, the response from Paul is full of inaccuracies and bad math. I’m still waiting for the refund for the postage, unprocessed wallet cards, collar tag, and certificate hard copies, which Paul had previously promised but never delivered.
  This has gone on long enough. I expect immediate action to resolve this.
  
  
  
  Sincerely,
  
  
  
  Yijun Pei

  Business Response

  Date: 09/13/2024

  Mr. Pei ordered a Service Dog
  identification package for 2 dogs.
  
  The cost was $ 448.00 plus $
  48.50 for shipping.             (See attached)
  
  After receiving the e-wallet
  cards, Mr. Pei cancelled his order.
  
  We refunded Mr. Pei $ 293.00.
  
  We arrived at this number by
  deducting the cost of the e-wallet cards (2x50=100)
  
  We also deducted the cost of
  customizing the hard copy of the wallet card, collar tag and certificate.  Time and materials would be $ 120.00. We only
  deducted $ 100.00. A 15% reduction.
  
  The original order of $ 496.50
  minus $200.00 equals $ 296.50.
  
  Leaving a difference of $
  3.50.
  
  We will refund $ 3.50 to Mr.
  Pei.
  
  It is unfortunate that Mr. Pei
  filed a complaint for $ 3.50.
  
  Paul

  Customer Answer

  Date: 09/13/2024

   
  
  Complaint: 22264803
  
  
  
  I am rejecting this response because:

  Let’s cut the nonsense and get to the point:
  

  Overcharges: You still haven’t explained why I was charged $509.76 for an order that was $496.50. You failed to mention this completely in your email. Where’s that money?
  

  Postage Refund: You’ve already agreed to refund the postage, yet I have never received it. Why are we still having this conversation if you’ve already admitted to it?
  

  Unshipped Items: You’re deducting costs for items like wallet cards, collar tags, and certificates that were never even made, much less shipped. You even admitted that you don’t know whether these things were shipped or not. The truth? They weren’t. UPS shows only that a label was created. You’re charging me for things that don’t exist.
  

  You promised to refund me for the postage and unshipped items, but I’ve received nothing. This isn’t about $3.50. It’s about your failure to handle a simple refund properly. I’m still waiting for what’s owed to me.
  

  By the way, is your company going bankrupt or something? Because these shady tactics seem like a last-ditch effort to scrape together money.

  ^_^

  Business Response

  Date: 10/01/2024

  We work in many currencies, US. Canada. Australia and euros.

  We convert all these currencies to US dollars.

  We try to be as accurate as possible.

  Please let us know the amount refunded in Canadian Dollars and the amount charged in Canadian dollars.

  We will then have a better understanding as to the amount to be refunded.

  We can then see where you are with this purchase.

   

  Customer Answer

  Date: 10/06/2024

   
  
  Complaint: 22264803
  
  
  
  I am rejecting this response because:

  As requested, here are the details of the amounts charged and refunded in Canadian Dollars:
  

  Charged: $509.76 CAD
  Refunded: $304.54 CAD
  

  Additionally, I have not yet received the refund for the wallet cards, collar tag, certificate, and postage that were promised.
  

  Please review this and let me know when I can expect the remaining amount to be refunded.
  

  Thank you for your attention to this matter.
  
  
  
  Sincerely,
  
  
  
  Yijun Pei

  Business Response

  Date: 10/08/2024

  Second request.

  The order price was $496.50 Canadian. This is 363.5 US. 

  Send us the amount in Canadian Dollars Refunded.

  We will be able to refund any additional money, if necessary, 

  We will adjust for the custom materials.

                      $ 496.50

  Minus            $ 48.50    Postage

                      $ 100.00   E-Wallet Cards (Sent) 2

                      $ 40.00    Custom Wallet Cards (processed 2) (Time and Materiels) 

                      $ 40.00     Custom Collar Tag (Processed 2)  (Time and Materiels) 

                      $ 40.00     Custom Certificate (Processed 2) (Time and Materiels)

  Total deductions $ 268.50

   Balance $ 225.00. Refunded $295.00

  We have seen this before. After a client receives an e-copy of a wallet card. They cancel the order and expect a full refund.

  Again, we ask the amount of the refund. received.

                         

   

   

  Paul
  Service Dogs Canada
  (647) 846-7781