Build 'Em PetsReviews of buildempets.com

Response from Build 'Em PetsJan 6, 2023

Hello Courtney! Our estimated shipping time is 7 - 10 business days and processing can take up to 1-3 business days (especially relevant for the holidays season) This order was placed in the weekend & experienced delays shortly after due to the Christmas holiday and New Years. We have shared the progress of the package from our system with you through email to show that it has been shipped and is moving. We'll be available on our support mail 7 days a week for any questions/information.

Response from Build 'Em PetsDec 23, 2022

Hi Brian, I'm sorry to hear about your disappointment with our services. There are a few things in your review that do not add up to this situation though that i would like to address. Our 7-10 (business) day policy is an estimate based on our average shipping to delivery time. This estimate does not include processing time, which may take up to 3 days depending on how busy our warehouse is (found on our shipping page) This order was placed on Dec 11th 2022 on a Sunday. Processing starts on Monday, as our warehouse does not process on weekends. This means that your order is still within our estimated delivery date. We've also answered your question about there being no delay notice (for the holidays) on our website, which you can find on our product pages. Our offer to return and refund the order for free (our policy normally requires you to pay your own shipping for a return if the error does not lie with the company) still stands. We'll be available on our support email if you like to take us up on our offer, or leave it as is.

Response from Build 'Em PetsMar 7, 2022

Hello Cindy, That's very unfortunate to hear. We would've loved to help you with this issue, but you have not contacted our support team to know about the missing pieces. It's, of course, still not too late as we want to rectify any mistakes made by our company. Could you please contact us at [email protected] with the amount you had to pay for the missing pieces, so we can give you back the money you lost. Thank you and have a nice day!

Response from Build 'Em PetsFeb 23, 2022

Hello, We are sorry to hear this. We didn't receive any mail from you about the wrong color. We could have helped you with this, as we're available 24/7. Please contact us so we can help you solve the issue:)

Response from Build 'Em PetsFeb 21, 2022

Hello, We are sorry to hear that your package didn't arrive yet. We can see your package has been in transit to Australia following DHL's tracking code. When there is something wrong, or you have any questions about your shipment, we are 24/7 available for any questions. We noticed you didn't contact us about this; we would love to help you, but we can't help if you don't get in contact with us. Don't hesitate to get in touch with us.

Response from Build 'Em PetsFeb 18, 2022

Hello Rich, We're sorry to hear about your poor experience with our logistics, our apologies. We've experienced a hiccup with DHL between mid-January and February, causing multiple packages to have a non-working tracking number and a delay in the shipping process. However, i would like to clarify that we do not use ocean freights for shipping individual products to our customers. Ocean freights can take up to 45 days before delivery, and we only use them for supplying our warehouse in Florida with the bulk inventory. Your package went with DHL's air shipping, but since it was not in stock in our USA warehouse, it came from another location (https://www.united-doggos.com/pages/shipping) We're currently working on our new website, where shipping times on product pages are more accurately displayed and updated in real-time, so we'll provide our customers with a better experience and not have them check out specific pages (the shipping page, in this case). Thank you for your feedback, and i hope you'll enjoy the product. Have a great day!

Response from Build 'Em PetsFeb 15, 2022

Hello Abbye, Please sent us a mail or live chat, we are always there to help you, we can help you with explaining and making some steps together. Please let us know if you need help.

Response from Build 'Em PetsDec 22, 2021

Hi there. The reason we have chosen to refund you (and basically gave our product for free) is that you do not give us the time to help you, and you reject everything we did to try and help. This is the best outcome for both parties. We wish you a Merry Christmas and a Happy New Year.