"I received a $50 gift card for In The Company of Dogs. Yay! Fun stuff for my dogs! I placed my order online - about $65 of merchandise - and to my astonishment I could not apply the gift card to my order online. The checkout page instructed me to call Customer Service to place my order and apply the card. So I did - it was a Sunday afternoon and I guess I got the C Team. My first mistake. The poor guy sounded sleepy and confused about the gift card. Put me on hold for a long time to get instructions, then came back and said he could not apply the card to the order, would charge my credit card for the entire amount and Accounting (phantom department from what I can tell) would credit my card the next day for the $50 gift card. Since my order exceeded the gift card total (second mistake) and I trusted this company (third and biggest mistake) I gave him my cc number.
Sure enough, the company figured how to charge my cc card just fine. For days until the first items shipped, there were pending charges on my account but no gift card credit ever showed up. When the first items finally shipped the card was officially charged, and still no gift card credit applied.
I called Customer Service - to be known as Customer Disservice for the rest of the review - and let them know. I was first told that I needed to cancel my order, return the products and reprocess the order so the gift card could be applied. WHAT?!?!? Since when did it become MY problem to fix this?? I told the rep that this was an unacceptable solution. She put me on hold for an extended period, and finally came back with a solution. "Accounting" would do some behind the scenes transactions and apply my gift card, issuing me a credit to my credit card account. She confirmed the rep I placed the order through could not have applied the gift card at the time I placed my order. WHAT?!?!? Why issue gift cards if they cannot be applied?? I'd see the credit to my account in a week. I'm actually a REAL accountant and all this seemed waaayy too long of a timeframe for what should take maybe 15 minutes tops, but I agreed and then watched my card.
After a few weeks go by and no credit, I call Customer Disservice back, speak to another poor confused soul who made more notes, put me on hold to speak with someone, and came back with the same promise that "Accounting" would make this right in a week. Meanwhile, my final item in the order has not shipped. So I wait.
A few weeks later I speak with Karen, another Customer Disservice rep, who is very nice and sounds knowledgeable, reviews the growing notes in my account, makes many more extensive notes, and assures me the credit will be processed in 7-10 days. Meanwhile, she says the final item in my order is in the warehouse but marked "unusable" or some similar term, and she is "brutally honest" with me that she has no idea if or when it will ship. I appreciate her honesty and agree to wait for it, as I really want it. It does finally arrive, several weeks later.
After waiting another month, I call Customer Disservice back for the final time. I speak with Ronnie, who tells me that now the company is in the midst of inventory (it is December 28) and the system is shut down and my credit cannot be processed for another week. This is sounding like a broken record and frankly a sham. So I'm done with Customer Disservice, done with In The Company of Dogs. I'm writing this review to help keep others from going through this pain, and I'm filing a dispute with my credit card company. Guess it's up to me to fix their problem. This situation went from excitement for a wonderful gesture for my pets to total frustration and time consuming efforts to resolve the issue. The only good thing I can say is that I finally got the items I ordered. Unlike the outcome of many other reviews I have read about this company.
"
"All the other reviews say it all
DO NOT BUY HERE
THEY ARE THE WORST"
"In the Company of Dogs now has carefully made sure we had the freshest and highest quality food additive available! We have ordered this item twice and both times the freshness expiration date was two years away! And the product works! Also bought the new harness that protects him from any choking; our dog loves and we do, too! THANK YOU In the Company of Dogs for caring so much about our dogs!!! I will be back again and again!"
"Recently bought pet gates from this company. Only one of three has been delivered and it is the wrong color ( it's yellowish stain not the color we ordered). The other two gates have not arrived five weeks after the order. I would nor buy from them again and would not recommend anyone to buy from them. "
"Everything I have purchased was from another country and took 2-3 months to arrive. Rvcd email that I would receive it in 30 days that item was on backorder. 30 days later rcvd another email saying another 30 days and so on. "
"For years I have ordered from ITCofDogs. 2 weeks ago we ordered a crate for a new puppy and I found they put thru my credit card payment immediately. However, they did not ship for several days. When the shipment arrived we were missing the dog crate, but received the small items. I called the next am and the Rep said it was obvious the crate did not ship, she would put thru another order at no charge and ship next day air. We are now 3 days later, no dog crate - AND they charged my card today again. So I have been charged for a dog crate TWICE for a dog crate I never received. Now they tell me they are discontinued and will be cancelling my order and I will receive the money back on my card in 4-5 days. This is ridiculous. I will no longer buy from them - BUYER BEWARE."
"I ordered 3 t-shirts on 10/17/15 I received 2 in about 2 weeks the third one was back ordered. I called customer service in November and was told it would be shipped in week. I called again in the middle of December and was told I would have the shirt by Christmas.I bought it as a gift.Now its January and I'am still waiting. After this I'am done with this company."
"The products in the catalog are lovely but are not consistent with the products that are actually delivered. I ordered a "large" gate for my stairs based on the measurements specified in the catalog. The actual gate was too large once it arrived and was not adjustable to the range stated in the description. I have been trying to return it for over two weeks. This company does not provide prepaid shipping for returns. Customer service directed me to the post office who refused to even take the package due to size. I have been told twice I would receive a return call for alternatives from CS but never receive the call. Today I was told to pay FedEx the $144 for return shipping and then In The Company of Dogs will determine if they will reimburse me. DO NOT DO BUSINESS WITH THIS COMPANY. "
"I have been purchasing from in the Company of Dogs for many years (8-9) with no problems until my last 2 orders. I wouldn't even be doing this review if customer service seemed the least bit concerned (but they don't) I've asked to speak to supervisor, but always get told that's not possible, they'll call me, a call that never comes.
One order is MIA since August 24th. It is an item that has personalization and comes from a different place, but still, they should help me.
The other order was on the September 2nd and when I called to check on it I was initially told it was out of stock (what happen to getting an email telling you that after placing the order?) In the same conversation I was told 'oh wait a minute, it's no longer on backorder and has shipped, you should get it any time. Seven days later, nothing, so I called again and was told, no it never shipped, it's still on back order..........wait, no it's not.........silence (from c/s not me) They seem to be clueless or have had a major computer hiccup, but won't fess up. These were both pricey items (total well over $150) I am beginning to wonder is this company has changed hands or is going under"
"In the company of dogs failed to inform me that they were billing me $14.95 a month...forever..for what I thought was a one-time only shipping charge for a December 2014 order placed for Christmas gift toys..said VIP shipping charge stated to be "for free shipping"". !!This is clearly a deceptive and fraudulent misstatement of fact.They have billed my American Express $14.95 a month since December 2014 for each of January 2015,February 2015 March 2015 April 2015 May 2015 June 2015 July 2015 August 2015 ......a total of,to date.....$119.60...for months in which I had ordered nothing whatsoever from them.!! I learned about this from American Express from my newly installed APPLEPAY...My IPhone 6,with ApplePay,rings whenever a charge is placed on my American Express card. The cell phone rang..It displayed the "In the Company of Dogs" $14.95 VIP charge.. I had not ordered anything from them,so I notified American Express,which provided their telephone number. American Express notified me that they had been billing me $14.95 a month since December 2014,and provided me with their customer service telephone number. When I spoke to the rude...In the Company of Dogs... Customer Service representative,this afternoon,Monday,August 24,2015, she stated,falsely, that I had knowingly contracted for the $14.95 VIP monthly charge...and that it applied whether or not I ordered anything..and that I knew this . In the Company of Dogs should be prosecuted for wire fraud perpetrated against all their victims..who have been unwittingly billed every month for VIP service. A review of previous complaints on this website shows quite clearly that others have been billed for the monthly FOREVER VIP Service..never explained to be billed every month FOREVER whether or not anything was ordered from them. My experience flies in the face of the OUR UNCONDITIONAL GUARANTEE..displayed in each monthly issue of their magazine. This UNCONDITIONAL GUARANTEE states..If for any reason you're not satisfied with your purchase simply return the item for a prompt and courteous exchange,credit,or refund of the purchase price..nWell, I amNOT SATISFIED with my purchase of the $14.95 a month FOREVER.. VIP Service and I hereby demand a refund of the purchase price..to date...$119.60 through August 2015...$134.55 is I am being billed for Sept. 2015 VIP Service. Respectfully submitted, Jenny Rose ****@****"
"Horrible. Won't (even help) pay for shipping on returns. We literally visited every shipping company in town to try and find somebody with a rate that didn't cost the value of the item in shipping just to mail back the return. We've been trying to get this returned/refunded since April (It's now the end of July).
After finally paying $70 to return a $200 bed that our dog wouldn't use, we have already waited 5 weeks (since they received the return) for a refund. The customer service agent said that it can take over 6 weeks to issue a refund (we're supposed to keep calling back in a couple weeks)
It's a shame because at one time they were our go-to place for buying dog accessories, but we learned through this experience that you have to get everything spot-on the first try or you're faced with a messy situation."
"Wish I had seen this site sooner. In the Company of Dogs claim that I somehow clicked on something when ordering and requested a VIP membership. They have been charging me 14.95 monthly for a VIP membership card that I would never sign up for as a first time buyer. I have my original receipt and NO Where on that receipt is there any mention of a VIP Membership. Anyone that shops here needs to be VERY careful about what they click. Since the receipt doesn't mention it, I don't believe I clicked on anything so watch your credit card statement carefully. They have lost me as a customer for sure"
"I wish I had read some of these reviews. The fact that the company does not post reviews should have been a clue that there were problems. I ordered a Snugwear sweater for my dog. She measures 13" from base of neck to base of tail. 12" sweaters are too short so I usually order 14". I ordered a Snugwear sweater for her in a size 14. I just got it today and it is huge!!!! it is at least 4 " too big. When I laid it on my counter it measured 18" from the neck to the end of the sweater!. And in addition to that I paid almost $7 shipping by USPS (the sweater was $29.95). Now I have to pay to send it back and it weighs next to nothing!. I am done, never again will I order anything from this company."
"I do most of my shopping online and honestly, can say this has been the most frustrating shopping experience of all time! My 15 year old dog needs some help on the hard wood floors now. I found some Gripper boots to try out in catalog from ITCOD (In the Company of Dogs). I ordered a size too small the first time so I re-ordered the next size up. Travel Bowls arrived and they insisted that I ordered them....only if the website has a flaw because I know that I did not! I emailed customer service and was told they would credit me some shipping back(shipping would have totaled more than the gripper shoes). After shipping both items back, I had no answer from Customer Service after 3 emails about the shipping fees that they agreed to credit back. Finally, they responded after I emailed them a 4th time. They told me that I was credited back for both the returns and one shipping fee. That was not true. The shipping fee appeared refunded after that conversation on a different day than the other two items. I didn't want to order from them again because I was already annoyed with them but did because this is time sensitive and I need the gripper shoes for my dog so, I ordered again. The one other site I found that offered them ships from British Columbia and takes to long to NY. So, One week ago I ordered the size small. This was a Friday evening (Feb 20th). I received no confirmation email, nothing from them but the screen said thank you for your order. I emailed them on Monday, (23rd) (thinking maybe they were closed over the weekend) to see if an order had been placed(I work in a restaurant and email is best for me) and again no response except for the "we will be in touch in 24 hours" email back which I did get for all emails that I sent. Again, no answer. I checked my bank account and no charge was found so I assumed the order did not go through. I ordered again, the dog shoes. I immediately got the confirmation email. Today (26th), I see two charges posted today for 2 pairs of shoes...one purchased on the Feb. 20th and another on the 23rd. I called and both have been shipped. Two representatives that I spoke to seemed annoyed that I was annoyed. I did get offered a refund for one pair but we will see how long that takes to happen and how many emails and phone calls that could take. My original order was Jan 12. Today is Feb 26. My advice is to shop elsewhere, customer service needs training and I really think there are some issues with the website that no one wants to acknowledge either. "
"Look elsewhere, DO NOT buy from In the Company of Dogs. God forbid your order is damaged in shipping...you'll likely NEVER get ANY satisfaction from dealing with their customer service. Such a disappointing experience. We're supposed to believe this company cares about dogs & the people who love them? I don't see it...."