Tammy
App doesn’t work
It took me 2weeks at least to get a return. I had responses from several people and all were telling me the same things I had already done . Just frustrated ! Could not get the app to work . The door was useless to me without setting the times I wanted . . Finally after about 3to 4 weeks I finally got a refund . It should not have been that hard !
Response from Run-ChickenJun 10, 2025
We’re sorry to hear about the difficulties you had with the app and setup. We understand how frustrating it is when a product doesn’t work as expected — especially when the door couldn’t function properly without being able to set the times. As we’re a company based abroad, our support team works across different time zones. That’s why multiple team members may respond — one person isn’t available all day, and we try to avoid delays by having coverage. We also saw that two emails were sent for the same case, which may have caused some confusion and led to a longer resolution time. Before we can approve a similar return, we go through the necessary troubleshooting steps. In this case, once it was clear the issue couldn’t be resolved, we approved the return and processed the refund after receiving the product. We understand the process took longer, will aim to approve returns more quickly when technical issues can’t be resolved. While we understand the process felt long, return and refund timelines of 2–4 weeks are not uncommon — even with other and larger companies — especially when and checks are involved. Thank you again for your patience and your feedback — it helps us improve. Wishing you a nice day