Deborah P.
Over ten years of repeat purchases and loyalty mean nothing
I've been a long time customer and have been purchasing harnesses from you since your brand was called Pugs Life. You lost my business over a 20% coupon that you would not honor. I ordered two mesh harnesses and your system only processed one. I notified you immediately when this happened via email and text. This was through no fault my own. After over 15 emails back and forth and your lack of customer service follow-up, I gave up. You have a good product but I'm standing my ground on principle. The phone number listed on your website does not work and your online chat bots can't or won't let you speak to a live person. So much time and effort on my end was lost providing screen shots for you. Different service people stated different things so there was no consistency. Very sad it has come to this.
Response from Joyride HarnessOct 12, 2026
Hi Deborah, Thank you for being a longtime customer and for supporting us since our Pug Life days. We truly appreciate your loyalty and are sorry to hear that this experience has affected your trust in Joyride. Regarding the 20% discount, it was already applied to your first order. Since the promotion is limited to one-time use per customer, we're unable to apply it to a subsequent purchase. As a small business, we need to manage promotional costs and apply our discount terms fairly and consistently to all customers. We also understand your concerns about the time spent communicating with our team and the difficulty reaching a live representative. Our customer support team assists customers through email and website live chat during our business hours, from 9:00 AM to 5:00 PM PST. We strive to respond to inquiries during these hours and appreciate you sharing your experience with us. We're genuinely sorry this situation has left you disappointed, especially after so many years of supporting our brand. We value your feedback and appreciate the opportunity to respond to your concerns.