"I purchased two sets of a Ruffwear leash and harness combo. Initially liked them and dogs looked them. I actively used them for two weeks and thought great they’ll work. Then, both dogs found their way out of them. Great product but for my two dogs they weren’t going to work. I emailed BaxterBoo and a rep said to send them back. I mentioned in the email they had been worn. I paid postage and sent them away. Two weeks later I get the package sent back to me. I call them and they tell me they won’t take anything back that is not in sellable/ like new condition. I spent $100 and have nothing to show for it. Lesson learned. Will stick with Amazon instead of these fly by night retailers who will take your money but won’t deal with the real issues and concerns of customers when the products they sell won’t work."
"I’ve purchased 4 Dog T-shirts using the size charts. The XXL fit my dachshund perfectly. The 3 XL T-shirt’s were huge. The return policy states they need to be able to resell the product again. Any dog hair or basically if you tried it on your dog will not be accepted. Buyer pays return shipping even if it’s there fault! Buyer beware."
"bought the Helio coat for our Beagle! It is so well padded and soft. Winston should be dry and cozy in this frigid MT climate!! He plans to wear it today!!!"
"I ordered a dress for my small terrier for my wedding day and the dress took two weeks to come in. That wasn’t the issue because when I received it I was so excited. I opened it up and there were holes all over the dress including faded sequins as if another dog has worn it and tried getting off so he rolled on his back scratching the concrete. I even saw dog fur. Could not tell if it was real or fake. I was so displeased. This took almost a month for them to refund me. Do yourself a favor y’all and buy in person or to loyal places you know. "
"I bought a Christmas gift for my fur baby. Opened it on Christmas. Sizing was wrong ( imagine that ) returned on the 27 th. They will not refund my $. They sat it was after the 15 days. First if I never saw this 15 day policy. Even so. If you purchase Christmas gifts who gets gifts and can return in 15 days ??
Poor customer service. They do not want to return your $$
I will be turning this over to BBB. Attorney General. And our attorney.
I’m not sure of the exact date of purchase I know the beginning of Dec. "
"BUYER BEWARE! They either markup merchandise that was on sale in order to entice you to purchase that very same item at their "sale" price the following week, or they say that the price of an item this week reflects this weeks special "discount" which was the exact same price last year. They sent out emails that said there was a 40% discount "site wide". So I logged into my account that had a shopping cart with items already in it (so I know exactly what the prices were on those items last week) and when I asked a live chat agent if I needed a promo code at checkout, she said the 40% off was not off everything (funny, I thought 'site wide' meant SITEWIDE?!?). I have screenshots of my conversation with the representative who said in her chat "I just let our graphic design person know the banner color hides it, she is fixing it now. thank you for bringing it to my attention"
She proceeded to offer me 25% off everything. I told her to give me the coupon code but I was going to check out other sites also. She said she had to enter it at checkout. She abruptly cut the chat off as I was in the process of texting her for the contact info for the CEO/President of the company.
Less than 15 minutes later, I received an email offering 25% off site wide. Imagine that??? And the 40% off is barely clarified to say off select styles. It's in teensy weensy font and it blends in to the fuchsia color sale banner on the website.
I also had asked in my initial questions what the return policy was if clothes didn't fit. It looks like a song and dance answer that I never even read thoroughly because once I read the response to my first question, the 40% off sale, I knew I wasn't going to purchase anything from this sketchy company that advertises prices that are supposed to be on sale when they are not on sale at all. they either never were on sale, or they took them off sale only to advertise a sale so the consumer feels like they got a deal when in fact they didn't."
"The returns policy is a refund if returned within 15 days. Well, those 15 days INCLUDES weekends AND days in shipment to and from! Actual days in YOUR posesstion? - maybe 5! Of course, we didn't know this. Sooooo, we missed by two days. Life happens. Who would want to spend extra $$ on express shipping to beat their 15 days??? Got a Gift Code instead of Credit Card credit. Listen, make a customer happy or lose them.
They're overpriced anyway. Shop elsewhere."
"Michelle N.’s Reviews
1.0 star rating
BUYER BEWARE
If I could give no stars I would!! Absolute worst experience I've ever had for an online purchase. I will NEVER Order from this site again and would not recommend it to my worst enemy. The "owner" Vickie basically accused me of fraud when I accidentally entered my shipping address 1 digit from my actual address and the item had to be returned. If i was going to commit fraud why would i give the proper billing and change 1 digit on my shipping address ensurinf i wouldnt actually receive the order???? That was after waiting almost 45 days for a delivery before it ws discovered there was an error albeit was my error but then I has told I would get refunded to my original credit card and after an out almost 100 days and many unanswered emails and calls I was given a gift certificate. I will never order from this place again and they give me a gift certificate. They tell me to donate or give it away... . why would I risk that with any charity or person???
Please keep in mind Vickie never once told me she ws the owner. She left that to an agent who after asking me to hold she would check with a manager told me SHE was the manager!!
Thier policy says they would refund to original cc if the return was requested in 15 days hiw is that possible when it took 20 days just to ship from their facilities!!!
Very unhappy please do not support this company. Keep in mind their items ship FROM JAPAN"
"They say they pride themselves on customer service and like being small, but, just as the other reviews validate, their customer service is awful. I support small businesses, but you’re better off ordering from a legitimate company you can trust. Do not order from them!"
"I have been a Baxterboo customer since 2015 and placed six orders up to date. All items were delivered in less than a week (used free shipping) and were in great condition. I ordered toys and dog clothes so far and didn’t return any of the items. Sizing in dog clothes might be tricky since most of the brands seem to have their own sizing chart. My advise would be to try the clothes at a pet store if possible so that right size can be determined and than order from Baxterboo.com. They advertise great sale events on their website and their prices are competitive when coupons are applied. I recommend Baxterboo.com based on my positive shopping experience"
"Three email requests explaining that I am unable to get to a post office proved useless. If I wished to receive a refund, I would have to find a way... despite my not having a car due to my being disabled, and further, despite my having recently lost my husband who was a victim of road traffic crime (all explained to a very personable phone assistant, who was positive the company could help, but later wrote an email to say unfortunately they could not.) I simply wanted two sensible coats for my labradors whom I am now having to walk - I had no idea that it would turn into such a complicated, time-consuming stressful exercise. In the end I was forced to set up a home postal service in order to return the goods. Of course, this took some time - waiting for supplies and learning the software ropes - and now it is past the stipulated time for a credit to my bank account. I will appeal to the company on this count - how much joy I will receive remains to be seen.
Very disappointing service, to say the least. I do not recommend this company, unless you can post parcels from home, or alternatively, you have no problem getting to a post office to arrange shipping."
"Needed to return an item for another size (aka an exchange)
Had free shipping on original order. Asked if I'd the reorder would be free shipping as well and was told they would refund it after I placed my new order. I paid $9.75 to ship that back. I was not given free shipping after two emails promised I would.
email: "Yes, I did say I would remove the shipping costs from your order! However, your order shipped out before I was able to remove it. Because of this, you got priority shipping. " AKA: $1.60
So now I have paid for all but a buck in shipping plus return shipping.
I have yet to be refunded on my original order either. The exclamation points in the emails while they are admitting to not doing their job correctly are beyond unprofessional.
Save yourself the hassle and go to a site that emails return shipping labels. This site is a joke and the quality of items are not high enough to deal with the garbage return policies. "
"If I could give Zero stars, I would have.
Baxterboo suck at customer service and due to their incompetence, I am out over $100 and my short-haired dog has no protection from the snow that has arrived.
I tried to deal with their abysmal customer service woman. Basically the customer is blamed for their incompetence. Their ineptitude is my cost.
They have mis-labled a very expensive snow-suit and now they want me to take the hit on the postage both ways, as well as the hassle of applying to recoup customs charges that were all for nothing as they blatantly sent me the wrong size.
It looks about 5 sizes too small....the garment does not correspond to the dimensions given on their website and somehow that's my problem. They say they have a disclaimer that "you might have to buy a size or two bigger to compensate for fur but my dog has skin-tight fur that adds nothing to his girth.......and obviously, I did not shave him to take his measurement so it should make no difference even if he had a full body afro as I am measuring with his fur still attached to his body so the disclaimer is a pathetic pre-conceived fraud-aid.
The snow suit is 6inches too small and rides half way up my dogs body so does not even resemble the chart they have. I think they have re-labelled a returned item and put size 18 on a size 12 garment.
Something tells me I will not be able to post an honest review the company or product on their site. The product was good quality from Muttluks who tell me they have also misled customers by saying the girth is the most important measure when in fact the manufacturers say it is the back length that is the basis of the size overall. If I bought from a different supplier, I'd have had the right size and a good experience.
Sheer arrogance, be warned & steer well clear of these guys. "
"I've ordered from this company on several occasions and I do support small business. This particular business should work on how to process returns, how to label sizing on the clothing and on their website, and they need to update their support email.
I ordered quite a few items and the return processing didn't happen until I called to ask about the the status. This happened on two occasions.
On the first return, it took over a week after receipt to get them to process the credit. They told me that they only had one person who process returns.
On the second incident, 13 days had passed, and no credit. When I called they claimed they had not received the returned package. A hour later, they call me back and say that they have it and will process the return.
So, if you are returning anything to this company, you will want to get tracking on it.
The other issue is sizing. You can study their sizing on the site and do all the measurements you want--but there are going to be items that will not be correct. I found this to be the case with some of the knitted sweaters. Either the sizing was missing from the site--or it skipped sizes. Some of the size tags in the garment were missing, and I got several of the sweaters with pieces of tape or price gun stickers where sizes were handwritten on them. My guess is that they GUESSED the size since some of the items were so large--it would be hard to believe that their hand printed sizing was correct.
When I returned items because of sizing--they said they would issue a refund of 5.00 in postage. I insisted on the refund because one of the items was supposed to be a "small" and it was HUGE--like a large (but a smaller large, if there is such a thing). That large item took up much of the bag--and I did not want to pay for something that was wrong. Once they found the return item--and notice I said "found," they did not do what they said--which was refund my postage. Now they are going to measure it to prove me wrong--okay. Unfortunately, I don't have time to debate over dog clothing, so I don't rate this action as "excellent customer service."
It seems that they need to be a bit more through in terms of marking their own store tags (which some items had) with the correct sizing. Allowing tags to fall off, running short of inventory and sizing information and then being forced to "guess" at what you are shipping would make any store a bit unorganized.
Lastly, they have an email: ****@****. This email bounces back. I replied to an email they sent me about a refund and it does not work. If you can't reply to this email--maybe they ought to say that in the email.
Obviously, this is a small business--and they have great items. And they do seem to want to please their client. Problem is they are in need of some organization--and maybe even staff-- so they won't burn bridges with customers who have attempted to support them. I've seen some reviews where people cry "fraud" and "scam." That is a bit much--and anyone with common sense would know that these folks aren't out to scam or defraud anyone. They simply need to be more organized and they probably need to hire more folks to get the work done properly.
They have great sales--and so I won't say I will never order from them again--but I will do so with caution and make sure that I can't find the same items at another store for a better price--with less drama-- before I spend my money here. Just saying.
"
"I ordered 1 coat and 3 'sweaters' (they actually are fleece) from BaxterBoo and before I did, I personally chatted with their online representative who I gave my Boston terrier’s measurements along with the items I wanted to purchase. She (Kelsey) seemed to know what she was talking about and advised me that the medium size in the sweaters would be a perfect fit for my dog. I received the order today and 3 out of the 4 items are too small - the Velcro enclosure at the chest does not even connect. The coat is a perfect fit, however. I understand dogs come in different sizes, but for the company to make you pay for shipping (especially when they are the ones saying the items will fit) and then make you re-order the items (in my case, the 2nd order wouldn't be eligible for free shipping) it will cost me nearly $20 extra in shipping fees. I do not plan on doing business with BaxterBoo in the future, and it is too bad because their products seem nice."