I ordered my socks on November 30th. It’s January 11th and I haven’t received them. I sent an email to the company but haven’t received a response either.
Response from GoPupSocksSep 14, 2021
Hi Nassim,
Firstly, we'd like to extend our apologies that your confidence had been lost due to your custom order not arriving in the time frame anticipated. As stated on our website in our FAQ's international orders can take up to 20 business days. During the holidays it is very possible to experience transit delays. We do understand your frustration. With that said we hope that your family did enjoy your custom-made gift idea and look forward to the opportunity to meet your expectations the next time around. Please email us directly at [email protected] for any additional assistance. We are happy to help.
The PupSocks Team
Betsy
JM
Jennifer M.
Did not receive product yet, can not leave review on it.
I can not leave a review on the product since I have no received them yet. These were originally Christmas gifts for my 2 girlfriends but am disappointed. Hopefully when I receive them they will be worth it.
Response from GoPupSocksSep 14, 2021
Hi Jennifer,
Firstly, I would like to extend our apologies that your confidence had been lost due to your custom order not arriving in the time frame anticipated. As stated on our website in our FAQ's international orders can take up to 20 business days. During the holidays it is very possible to experience transit delays. With that said we hope that your girlfriends did enjoy your custom-made gift idea and look forward to the opportunity to meet your expectations the next time around. Please email us directly at [email protected] for any additional assistance. We are happy to help.
The PupSocks Team
Betsy
VP
Virginia P.
We loved our blank and the mask we…
We loved our blank and the mask we received. However, they didn't send one of our masks and have not responded to two emails from me requesting a credit or a mask.
Response from GoPupSocksSep 14, 2021
Hi Virginia,
I hope your having a great Tuesday! Thanks for placing an order with us. I am terribly sorry for the delay with receiving your previous 2020. I am so happy to see that a replacement PupMask was produced and delivered. I understand how important your order was for you and your loved ones and hope that your recipient loved your special gift. We appreciate your business as well as your patience and look forward to any future orders you may have! Feel free to contact us directly with any additional comments, questions , or concerns at [email protected]. Thank you.
The PupSocks Team
Betsy🐾🐶
CU
customer
still have yet to receive the product
still have yet to receive the product
Response from GoPupSocksSep 14, 2021
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
CU
customer
The socks were much bigger than I…
The socks were much bigger than I expected and the second pair did not have the image as I requested. Having said this, they were a gift and the person really liked them anyway.
Response from GoPupSocksSep 3, 2021
Thanks for your review. We are terribly sorry that your 2 pair was not printed as requested. We didn't see any email correspondence regarding the issue, however, we would like to reach out to ensure you are satisfied with our services.
Please keep an eye out for a follow-up email.
The PupSocks Team
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
