Jacquline O.
Great organization except for cross communication with delivery contractor
I love my puppy and Puppyspot has the most comprehensive, transparent, safe process for adopting in the country. I was l, however, very unhappy with the lack of communication between the puppy delivery company/drivers and PuppySpot. I was assured that the date would be change less than 2 weeks out once puppy hit the acceptable travel weight. I am NOT contesting the fact that the trajectory of a puppy’s weight is not predictable. I am dissatisfied with no less than 5 schedule changes once the breeder agreed for travel per the weight requirement being met. Puppy spot assured me delivery days are Thursday, Friday (repeatedly, this was told to me by several reps). A week before the delivery of my puppy, the day was changed to Wednesday. It was incredibly stressful rescheduling my own patients several times as I’m an owner of a healthcare practice and my staff is hourly paid. Nevertheless, my husband was able to accommodate the pick up time but I was extremely sad that I could not be there for her initial pick up. An hour-2 hours after I received a text from the puppy courier company (as well as an email) detailing her delivery, I was then contacted by Puppy Spot and said oh no sorry the breeder changed the date… I had already been shifting my schedule, my kids and my business for the second time. I called the puppy courier company’s manager who apologized for any “misunderstanding” and said PuppySpot should not have assured me of those delivery days (Thursday and Friday) when the real delivery day was Wednesday. I requested a modification of delivery time by 30 minutes for my $4,000 puppy and was told no. My option was to wait another two weeks for her delivery, and at that point I was sick of the shifting of times and said no. Additionally, I was sent an email during my workday insisting that I call puppy spot as it was an “urgent” issue. I frantically called, only to realize it was a call detailing diet, etc. which had already been spelled out in an email… the redundancy in information was irritating, not informative… others may feel differently. All in all, I will not be utilizing them again the future. I love my puppy so much and I’m putting this behind me.
Response from PuppySpotJun 11, 2024
Thank you for posting, and for both the positive and constructive feedback. As hard as it is to hear less than positive remarks, it's critical to our ability to constantly improve our puppy adoption experience. We have heard from other customers that travel protocols and communications are simply not good enough. We have assembled a cross department team to work on revamping them so that customers never feel put upon or frustrated. I hope you will consider PuppySpot in the future and give us a chance to prove that we really do deliver perfect puppies in the perfect way.