Hi Blair,
I wanted to ensure that your order issue has been resolved, however, I could not locate any specific order details based on the information provided in your review. That said, please email our support team directly at [email protected] to confirm that your order issue has been rectified to your satisfaction. We look forward to hearing from you. Thank you for your patience.
The PupSocks Team,
Betsy
CU
customer
I received the wrong pair of socks
I received the wrong pair of socks. I attempted to contact customer service via the websites form, and also directly emailed team @pupsocks.com with no success in reaching anyone so far. I have no choice but to give a 1 star until someone contacts me and provides the correct pair of socks please. Cell phone would be my preferred method of contact. (408) 644-6112
Response from GoPupSocksSep 16, 2021
Hi Jeremy,
It is never our intention to send the wrong order and for that, we are deeply saddened. We’ve worked so hard to create a structured production and fulfillment process and hate that we dropped the ball with your order. Since we are a web-based company, we communicate strictly through emails. I am sorry for any inconvenience this has caused you. After looking into your order details, I am glad to see a replacement order was created and delivered. Please email us directly at [email protected] if you have any additional concerns or feedback! We appreciate your patience and business!
Best Regards
The PupSocks Team
Shae
CU
customer
Horrible customer service.
Ordered my wife a pair of custom socks on December 1st as a stocking stuffer, on December 17th I received an order with the completely wrong photo on the socks. After multiple emails I finally heard back from the company on December 28th, after they claim they're going to ship out the correct order it is now January 11th and I've haven't heard anything back. It took you guys 9 months to reply to my review, that's what I'm talking about. What a joke.
Response from GoPupSocksSep 16, 2021
Hi Adam,
Thanks for your feedback! We are terribly sorry for the fulfillment mishap with your previous order which lead to receiving the wrong socks. I would also like to apologize for the delayed responses from us. In order for us to improve as a company, we take your feedback extremely serious. After taking a look into your issue, I see we created a replacement order for you. Please feel free to email us directly if you have any additional concerns at [email protected]. We appreciate your business and patience!
Best Regards,
The PupSocks Team
Shae
JG
Jen G.
INCORRECT ORDER RECEIVED, NO REPLACEMENT OR REFUND, NO HELP
I think it's interesting that I am being asked to give a review when I've been unable to get a response or any help getting my correct order sent to me. I placed my order Nov. 30, received an order not even close to mine on Dec. 12, and contacted PupSocks immediately. I emailed again on Dec. 17 because I heard nothing other than an automated message that I'd hear back within 72 hours. On Dec. 19, I heard back that they were committed to making this right, and to send a photo of the incorrect item I was sent, which I did immediately, as well as sending the information of my original order. I heard nothing, Christmas came and went (which annoyed me because it was a Christmas present and I should have had it in time), so I sent another email on Dec. 26. On Dec. 28, I got an apologetic email saying they created a replacement order and I would receive tracking information when it shipped. I heard nothing after that. On Jan. 7, I sent another email asking if it had been shipped, when I'd receive it, and if they would expedite it. No response until today when I am asked to review my order. I'm pretty peeved about it. I have ordered from PupSocks before and got what I ordered, so I expected the same this time. I've not gotten my order, and I'm not even getting help with making it right.
Edit: I am adding this last bit of information since I received a response from PupSocks today saying that they show that the issue was resolved via email. Yes, a week after I posted this review, I was told I would get a full refund. I ultimately did get a refund. It doesn't really change any of the hassle of this whole situation, but yes, I was refunded the total amount of my purchase. I think it's fitting that it took until 9 months later for PupSocks to respond to this review.
Response from GoPupSocksSep 16, 2021
Hi Jennifer,
First and foremost we would like to apologize for the lack of better correspondence on our end. There must have been a mishap during our fulfillment process which lead to you receiving the wrong socks and for that, we deeply apologize. In order for us to improve as a company, and not make these kinds of fulfillment mishaps, we take your feedback extremely serious. After looking into your order, I see we reached a solution via email. We appreciate your honest feedback and patience, especially during the busy holiday season. With that said, I would love for you to give us another try in the future. Visit us at Gopupsocks.com to shop more custom-made products and use coupon code Trust20 for a special discount at checkout. We appreciate your business!
Best Regards,
The PupSocks Team
Shae
CU
customer
The blanket was horrible
The blanket was horrible
Response from GoPupSocksSep 15, 2021
Hi Teresa,
Thank you for your feedback! We strive to always find and use the best materials when crafting our blankets and we are terribly sorry you didn't like yours. Our products are usually comfy, lightweight, and extremely soft. After looking into your order, I don't see any correspondence in reference to quality. We hope that we can create a better experience for you in the near future. Please email us directly at [email protected] if you have any additional comments or concerns. We appreciate your business.
Best Regards,
The PupSocks Team
Shae
CU
customer
Where is my order? It’s been months.
Hi, am I ever going to receive the product I ordered in November? It’s January.
Not even an update. You were quick to take my money though!
Response from GoPupSocksSep 15, 2021
Hi Elie,
We are terribly sorry you did not receive your package as anticipated. Besides it being the holiday season, COVID affected our shipping timeframes tremendously, especially for international orders. We would also like to apologize to you for the lack of better correspondence on our end. We take your feedback extremely seriously in order to improve our shipping practices. After looking into your order, I see it was indeed delivered. Please email us at [email protected] if you have any additional concerns. We appreciate your patience and business!
Best Regards,
The PupSocks Team
Shae 🌟
VI
Victoria
Received the wrong order after a month of waiting
Received the wrong order
I ordered a pair of socks that had my two dogs with "Super Dad" on them. The order was placed on November 30 and I finally received them on January 8. I was so excited to open them, only to receive a pair of socks that had horses on them. I'm pretty frustrated, as I waited a long time to receive them, only to receive the wrong order. I am awaiting a response from their customer service team, but I do not think I will be purchasing any products from them in the future, nor will I be recommending this company to anyone.
Response from GoPupSocksSep 15, 2021
Hi Victoria,
I would like to extend my sincerest apologies for any inconvenience this may have caused. There must have been a mishap during our fulfillment process. After taking a look at your order, I see we did create a replacement order for you. Please email our support team directly at [email protected] if you have any additional feedback or concerns. Thank you for your business and patience.
Kind Regards,
The PupSocks Team
Shae
CU
customer
I still haven't received my product and…
I still haven't received my product and have emailed the company 4 times requesting an update.
Response from GoPupSocksSep 15, 2021
Hi Taylor,
We are terribly sorry you did not receive your package as anticipated. Besides it being the holiday season, COVID affected our shipping timeframes tremendously. We would also like to apologize to you for the lack of better correspondence on our end. After looking into your order, I am glad to see a replacement order was created and delivered. We appreciate your patience and business!
Warm Regards,
The PupSocks Team
Shae
