PetScyReviews of petscy.com

Response from PetScyJan 23, 2025

John, I’m sorry to hear that you’re unhappy with PetScy and that your dog didn’t enjoy the taste of our chews. Regarding our refund policy, we make it clear on every page—at the bottom—what our terms are so customers can make informed decisions before purchasing. Our policy explicitly states that we do not offer refunds on opened items. Unfortunately, due to bad actors in the past, this has been a loophole used to scam our small business and other e-commerce brands. That said, we did provide a courtesy refund for a partial amount, which covers the expenses for the product itself, shipping, and other handling matters. We believe this is more than fair, especially considering our stated policy of no refunds on opened items. As the founder of the brand, I’m always striving to improve our company. If you have any suggestions on how we could have communicated this policy better, I’ll gladly examine how we present it to ensure it’s as clear as possible for customers before making a purchase. I look forward your response. Chris Founder

Response from PetScyJan 21, 2025

Hey Aaron, Thank you for your feedback. I understand your frustration with the delay. I'm sure you're aware that small businesses like ours rely heavily on large shipping couriers. While I empathize with your situation, I am unsure if we could have handled this any differently. If UPS has caused the delay, I recommend leaving them a one-star review as well since they are the primary reason for your frustration—not the company that shipped your order the next day. That said, if they lose the order or the delay becomes extreme, PetScy will step up and resolve the situation, even though it’s not our fault. Let me know if you have any questions. If the product proves to be worth the wait, I hope you’ll consider updating your review to reflect the quality of the item. Thanks, Chris Founder

Response from PetScyJan 9, 2025

Hello Jeanie, I am sorry to learn that the order was delayed. It looks like customs held it up and not sure if its going to make it. That being said, we no longer ship to Canada because of this issue. I can either refund your order or I can reship in hopes that it gets through. I kindly ask that you contact support if there are any future shipping issues as we can resolve without getting a negative review for something out of our control. Let me know, Chris Founder

Response from PetScyDec 31, 2024

Hey Kerry, I’m sorry to hear that you’re unhappy with PetScy. I invite you to log back on to PetScy.com and review the ordering process. Copy and paste the link below to go directly to the product page where you placed your order. When you do so, you will see that PetScy presents customers with two options: a subscription option and a one-time purchase option. The website ordering process mirrors that of many ethical online businesses, including Amazon. We leave it up to the customer to choose what’s best for them. In this case, you selected the "Subscription" product version. We strive to make this as clear as possible by naming the product "Subscribe + Save," while the other product is titled "One-Time Purchase." We also take additional steps to clarify this: Upon clicking checkout, you will see the product you ordered in the side cart. It will display the product name and "Delivery every 1 month." At the final checkout page, the product is also labeled as a "subscription product." Upon review you will see that the customer did in fact order. However, we understand that customers make mistakes and will happily resolve. Simply email [email protected] and they can provide you with instructions on how to return. Chris Founder https://petscy.com/collections/products/products/itch-allergy-plus-chews

Response from PetScyDec 16, 2024

Hello Donna, before leaving 3 different one star reviews, have you contacted support for an update or checked your tracking link emailed over Dec 11th when the order was placed? If not, tracking shows that it is on its way and should be there any day now. Being the holidays UPS may have some delays which we apologize for but out of our control. Normally an order is received within 3-5 business days (we are on day 5). We will offer the product on Amazon soon. They can guarantee 3-5 biz days but it costs more. Once again I apologize for the delay but it should be there any day Now. If there any issues in the future please reach out to customer support as we can resolve any issues by the carrier as long as we are made aware. I hate to get one star reviews for the courier having a day delay so let us know and we will try and accommodate. Thank you Chris Founder

Response from PetScyDec 5, 2024

Reply: note, I think there’s a reply button at the bottom which allows to reply to each message vs editing. As for the new product. I appreciate you allowing us a second chance to make this right. I will have my team send out a new order and switch the old subscpriton to the new product. I’ll Update the shipping date based on today’s date. I’m waiting on fullfillment to send me tracking for the expedited order. I put a request to by pass the 24 hour waiting period and get out today. Hey Joel. I’ll look into. Any interest of us expediting (different carrier-should take 2/3 days) you the new product Itch Allergy Plus for free (which is a better product and cost a little more ) and if the old order shows up, you just throw away? I don’t blame you. I’d cancel to. Also, if for some reason you want to change out to the new chew after a bottle or next order, just reply here and I’ll take handle. Chris Dec 11th.- Subject: Resolution for Your Delayed Order Hey Joel, I agree — this delivery time is unacceptable. We’re in a tough spot because the order was picked up on the 2nd. However, DHL isn’t fulfilling their delivery requirements which is unfortunate as we may lose a customer over their inability to deliver as normal. Ice issued a complaint with them but that falls on deaf ears. Also, I’ve received more details from the fulfillment company handling the product. They confirmed DHL picked it up on the 2nd but didn’t update their system until the 3rd. Our system sends notifications 24 hours after the shipping company updates their records. This delay isn’t normal; otherwise, we wouldn’t stay in business. Here are two solutions: 1. Expedited Replacement with Upgraded Product • I can send you our new and improved Itch Allergy Plus chews. • These have the same active ingredients as the Itch Relief but include 8 additional ingredients for broader coverage. • We’ll cover the price difference. • If you want this option, please reply soon, and I’ll expedite them today. • Note: You’ll need to refuse the delayed order upon delivery to avoid being charged for both shipments. This will be confirmed by Tracking as it will Show the order was untampered and on its way back to Tampa. 2. Wait for the Original Itch Relief • If the Itch Relief chews don’t arrive within 14 days from the shipping date, we will issue a full refund. I completely understand your frustration and hope these solutions help. I hate to lose a customer due to a shipping company’s incompetence. Best, Chris Founder https://webtrack.dhlglobalmail.com/orders/33872412020833717/details/9261299999887315252288

Response from PetScyDec 2, 2024

Hello Bryan, Sorry to hear about the order. We ship thousands of orders daily, and unfortunately, if the shipping company loses an order, we are only made aware once a customer contacts our support team. Can you confirm when you contacted support about this issue so I can investigate why it wasn’t resolved? I don’t see any tickets under your email so did you reach out under a different email? Or is this review your first time contacting support? If so, we’re just now learning about this issue. Otherwise, we would have resolved it as soon as we were notified. Regarding the issue, tracking shows that UPS lost the order. Here are two options: 1. We can refund you for your order. OR 2. We just launched our Itch Allergy Plus product on December 1st. It contains the same Omega Oils as the Itch Relief chews you ordered, which help over the long term, plus additional effective ingredients for both short- and long-term relief. While they cost more ($2) than the Itch Relief chews, we will cover the difference and cancel any future orders so you can reorder later if you find them effective. Here’s the link to learn more about that new product: https://petscy.com/collections/products/products/itch-allergy-plus-chews 3-or resend the Itch Relief order Let me know how you’d like to proceed. Chris Founder Note: you can reply here or the emails sent to you from support.