Anita C.
TOTAL FOUL UP - NO COMMUNICATION
I ordered a set of pajamas and a coffee mug that were to be personalized with my dog's picture in November 22. I received the coffee mug first, on December 1, 2022. It was a mug with someone else's dog on it. I immediately notified Cuddle Clones and the so called person there "Rowena" said no problem, she would send out the CORRECT mug & picture. Never happened. I contacted them twice more asking where it was and was told "it was delivered". They were referring to the WRONG MUG. I tried calling. Lame excuse, they can't answer do to FAKE technical problems. Clearly a lie b/c they have a 3 minute outgoing message. They just don't want to talk to people. So email #5, no response. I again go to their contact us page on Chat. No real person is there. I send in ANOTHER request just to refund me the mug. It comes to about $32.60. At this point, no response again. It's 2 days before Christmas. Obviously they never sent my mug. I will have to dispute it with my credit card company. DO NOT BOTHER WITH THIS COMPANY! It's run by baffoons that have no customer service skills and REFUSE to have customer service, period.
Response from Cuddle ClonesJan 4, 2023
Hi Anita, We appreciate you sharing your honest experience with us, and we sincerely apologize for the inconvenience and confusion we have caused. We’ve been receiving high volume of emails, rest assured that our customer service team is doing its best to assist all of the customers as soon as we can! I have checked our records, and I can see that our customer care representatives already responded to your email! As for your concern, we are really so sorry for the inconvenience and disappointment. We admit that we really committed a mistake with the wrong mug you have received, and with the wrong information we have provided you. I further reviewed your concern, and I can confirm that we have already processed a refund for the incorrect mug you have received. Again, we sincerely apologize for all the inconvenience. We appreciate you for giving us a try. Feel free to let us know should you need help with anything else! Best regards, Cuddle Clones Team