Stacey
Disappointed and Devalued : Honest Paws Doesn’t Value Their Customers
I’ve been a customer of Honest Paws since 2023 and can no longer support a company that handles its customers with such disregard. I was trying to take advantage of a 30% discount code to save some money, especially due to the unexpected loss of one of my dogs. Unfortunately, the discount code on their website didn’t work, so I contacted customer service. They provided a replacement code—but that didn’t work either. After some back and forth, they said they would process a refund, and their email indicates it would cover the ‘order’ due to the inconvenience. However, they only refunded the discount amount. I replied, stating that they had mentioned they would refund the entire order. They apologized for the “misunderstanding” and clarified it was just a ‘discount refund’. I then requested to cancel the entire order, but was told it had already been processed. I was instructed that if I still wanted a refund, I could send the shipment back once I received it, and they would issue the refund after receiving the return back from me. What began as a simple attempt to use a discount code prominently displayed on their website spiraled into a dismissive crazy and frustrating ordeal marked by unclear and misleading communication. As a customer that has 2 monthly subscriptions, this entire experience left me feeling dismissed and undervalued, as if my request was unreasonable. As someone who deeply cares about my pets and has been a dedicated customer, I expected more compassion, better service, and clear communication. Unfortunately, this experience has shattered my trust in Honest Paws, and I can no longer recommend them or use them. Be Better Honest Paws, Stacey