Delinda V.
Walkin' Pets needs to rethink some things...
The Walkin' Pets fitting specialist recommended I purchase a medium adjustable splint for my 100lb. GSD search dog whom had injured his wrist while searching in the bog of a high mountain stream. I gave them accurate measurements, which were 13" from toetip to mid-point between carpal and elbow, 8" to carpal, and a 3" wide paw. When the medium arrived (I paid extra for the fastest expedited shipping offered & this still took 4 days) the size was laughable. It arrived at 5pm on Friday, so I left an urgent message on the company's vm, expecting to receive a call on Monday am. Since I had not heard from them by 11am my time, which is 2 hours behind theirs, thinking I had given them ample time to respond, I called them. I was on hold for 26 minutes and 9 seconds and was finally 1st in cue (a nice feature on the company's phone system) when I was disconnected. So, I called back and waited another 35 minutes on hold. When connected, I told them the splint was too small, although it was the size their fitting specialist recommended. I was told, "I am sorry you are having trouble with your order." I must say, the representative was very nice and helpful. However, when it came to replacing the splint, I could now pay $45 for 2-day shipping or $99 for overnight, although the sizing was their mistake. It has now been 7 days since I first ordered the splint and my dog, a working search dog that serves its community, needs this device to properly heal and be able to return to work. Oh, and you have now missed the shipping deadline for today, so your $99 overnight will really arrive in two days. I was much less than happy to hear this bit of news... 1) They did not return my call that morning, which would have enabled me to ship out in time, 2) If their system had not hung up on me, I would have made their shipping cut-off, 3) They did not even offer to cover part of the shipping or to try and expedite anything for me, which would have gone a long way in customer service and the perception they actually cared about my dog or that the mistake was theirs. The replacement splint will arrive late today, 9 days after I first placed my order, and at an additional $99 expense to me when the mistake was theirs. If I had not paid an additional shipping fee, I would have been lucky to receive it after another 3-4 days. I think Walkin' Pets customer service needs to re-examine their policies. That said, I still have not been able to use their product, which I hope is an excellent splint, after all I have gone through to receive the correct splint. By the way, the sizing on their website and the Amazon site does not include the paw width or weight of the animal it serves, only the first two measurements of mid carpa to elbow and to carpal. When the Medium splint arrived, the chart showed width of paw and weight of dog. That would have been very helpful info to pist on the website, as the medium served a dog with up to 2.5" paw width and a 40-65 lb dog. No wonder the medium did not fit. I did not need a fitting specialist to tell me to order a medium...how was a 3" paw and a 100 lb dog ever in anyone's universe going to be able to use that medium splint? Argh!