Snuggy Hoods Ltd Avaliações 

Resposta da Snuggy Hoods Ltd

17 de jul. de 2023

Hello Susan

Many thanks for taking the time to review your purchase.

I am sorry to hear about any rubbing/sore areas which may have been created by your rug.

Normally rubbing is due to ill fit. Some animals also need a little more lining in certain areas for extra protection.

Unfortunately, as with any product - whether for an animal or human - perfect fit cannot be guaranteed. The good news is that a little lining and or basic alterations can improve this and will normally alleviate any problems immediately.

I am sorry that you feel that the advice was unsatisfactory. Luckily 99% of the animals we clothe, do fit perfectly but there are those few who like us, may be between sizes or need some minor alterations to perfect the fit.

If we can help further, please do not hesitate to get in touch. The alterations you have been advised to carry out are easier than taking up a pair of trousers which are too long and will offer immediate relief.

If you require any further help, please contact us by email at sales@snuggyhoods.com as we are more than happy to help.

With kind regards

Snuggy Hoods

Resposta da Snuggy Hoods Ltd

Atualizado em 12 de jul. de 2023

Hi Lisa,

We are disappointed to have received this review having done all we can to help you. I copy our last email response below, we went above & beyond to try to help you in every way possible although sadly this was still not enough.

.......

Hi Lisa,

Thank you for your email and I am so sorry for your disappointment regarding the service you have received and the length of time it has taken to receive your order.

During the sale there was a banner on the top of our website which noted * Please allow 14 days for dispatch of any orders placed during a sale *, this is again highlighted clearly in our shipping policy found on the website and confirmed again in your order confirmation email.

https://snuggyhoods.com/pages/delivery-information

As the sale is no longer live, the notices on the website are no longer showing as this delay only applies to order purchased during a sale due to us dealing with such high order volumes. I can see that your order was placed on Friday 7th July at 13:41 and was dispatched on Monday 10th which was the next working day. The cut off time for orders placed for next working day delivery is 1pm, your order was therefore picked up and subsequently dispatched on the next working day despite having been purchased in the sale. My colleague & seamstress went above and beyond to process your order as quickly and push you to the front of the queue following your phone call on Monday with urgent request. This was done to provide the best possible service so to now receive this email, I am shocked.

Having looked at the tracking for your parcel, I can see that your order was dispatched on 10th on a next day service but wad delayed in transit and delivered today on 12th July at 10:45am. The next day option is not a guaranteed service which is highlighted on the website, from time to time RM do encounter delays in transit...I can see that my colleague also refunded you the difference between the two postage prices due to this delay as a gesture of good will.

In this instance I am afraid we will not be offering any further refunds on your items, unless of course you wish to return any of the items in brand new condition for a refund.

Again, I am so sorry for any inconvenience & upset this may have caused both you and your horse. Being a company who specialize in products which are so important for many horses, ponies & donkeys well-being, we do have many customers who all require their orders promptly due to medical conditions, allergies & wound management. We always try our very best to ensure orders are dispatched and product advice is given to the best of our knowledge and ability.

I do hope that you are happy with the products you have received and should you have any questions or wish for us to take a look at the size or fit of any products then please do not hesitate to get in touch with photos prior to use.

Best wishes,
Sarah
Snuggy Hoods