Jerry D.
Poor Company Experience
If I could give this company negative stars for a review I would. Absolutely the worst customer service I have ever received. I fell for Wuffes.com slick marketing and click on their Instagram ad for 58% off discount to try their product with the thought that if I liked the product and if it was helpful to my dog, I would buy more (I bought 2 60-tablet containers). While they woo you in with the big discount and free gift item you don't notice that you are signing up for a continued subscription service (at full price). I received my initial shipment and started giving it to my 14 year old dog. Less than a month later, I awoke to an email saying my automatic shipment was processed and payment was already charged. Wait, what? I immediately emailed their customer service asking that the shipment be stopped and payment be refunded. "Sorry, too late. The package has already been received by the carrier" was their reply. A definite lie. It wasn't for 3 more hours that I would receive an email that the order was actually being processed for shipment. They did offer me a 25% refund right away as a "gesture of good will." No way, Jose. I want my full refund. Well, in order to get that refund I had to follow their instructions: refuse the package once it was delivered (important: Do Not Open it) and once they receive it back at their facility, maybe then they would give me a refund. I did receive a DHL shipping number so I could track the package. Low and behold, the US Post Office actually delivered the package a week later. The package had a USPS tracking label on it not a DHL label. Fortunately for me, I have a great relationship with my route carrier and he processed the package back to the shipper after writing "REFUSED". It only took 2 weeks before the package was received back at Wuffes. Once I saw the tracking status showing that the package was indeed back at their facility I immediately emailed them proof. I was given a 100% refund at that time. Now about the company Wuffes that I have discovered in this arduous fiasco of a journey. Sam Venning, the Wuffes CEO implicitly told me in an Instagram post that there was no way I was getting a refund because I didn't read all their terms and conditions. The Wuffes social media team has deleted every single comment I posted on Facebook and Instagram when I complained about poor customer service. If you look at any of Wuffes social media comments on their ads, they are all positive; not a single negative comment can be found. I know I saw several (and even commented on their comment). They were all subsequently deleted. In the end, after 90 days of my dog taking the joint chews there was no improvement of my dog's mobility. I won't even bother trying to get Wuffes to comply with their 90-day money back guarantee. I just want to wash my hands of this entire ordeal.
Response from WuffesNov 12, 2024
I apologize for the experience you’ve had with us, as it doesn’t reflect the standard of customer care we strive to provide. It’s clear that our subscription terms, refund policy, and communications have not met your expectations, and I’m sorry for the frustration this has caused. Your feedback about both your experience with the product and our handling of social media comments is essential, and we’ll be passing it along to the appropriate teams for review. If there’s any chance to connect further and address any outstanding issues, please reach out. Thank you for your patience and for sharing your honest experience.