DO NOT BUY FROM THESE PEOPLE! Horrible communication and yes, they make it incredibly difficult to return anything and they don’t care at all! Worst customer service ever!
I placed an order with Ruff Houzin for a Bark Appeal dog harness for the first time. I measured my dog and followed their size chart. The harness that arrived was too small. I emailed them immediately asking for a simple size exchange. I also found that they charged me more than what the same item is priced at at Barkappeal.com, as well as more for shipping than Bark Appeal would have charged me. Bark Appeal’s website also had a more in depth size chart that included weight, which would’ve been helpful. Ruff Houzin replied to my kind email with a curt “refer to our returns and exchanges policy”. I tried to initiate an exchange and when I input my order number it said it could not be exchanged. NOWHERE prior when I placed my order did it say that my item was final sale and again, they charged me more than the brand’s own website. Ruff Houzin then emailed me a second invoice to complete the exchange, which charged me a higher price plus shipping a second time, on top of needing to ship the item back at my own expense. All because of their website’s lacking size chart. When I’ve emailed again, their response has still been to refer to their policy. Terrible, terrible customer service. I would not recommend shopping here and just get items from the brand’s website directly unless you want to pay more for the same items and higher shipping charges and receive terrible customer service. I really don’t know how they stay in business this way. There is nothing proprietary about their website and it has actually been much worse and more frustrating than if I had just ordered from Bark Appeal directly.
I have to update this with a positive review. After many calls and voicemails during business hours that I was not available to answer, and many subsequent emails, Ruff Houzin sent me a replacement in the correct size at no extra cost and did not ask to to mail back the original. In the end I was perfectly happy with this result.
Read the return policy carefully! Basically, they make it as DIFFICULT AS POSSIBLE TO RETURN ITEMS even for store credit. They only issue store credits on the item I ordered which wasn’t clear when purchased and you only have 14 days to return. The item we ordered was a gift and was way smaller than advertised on the website. You have to pay shipping to return the item WITH INSURANCE. The item came with no instructions on returns/exchanges, the packing slip didn’t even have the RUFF HOUZIN website listed on it (it says Hip Doggie with different addresses on outside of package and packing list for the same company)
The packing list did NOT even list an ORDER NUMBER which you must enter on the website to get a return authorization. I had to go back and find the original email to get the order number. Then you have to email them to get an authorization number to return it and all this to get store credit for a $42 purchase. I WOULD NEVER ORDER FROM THEM AGAIN!
BE WARE! if you use the highly advertised coupon code, it will invalidate their return policy and you will be stuck with the merchandise
Victim Location 90066
Total money lost $65
Type of a scam Online Purchase
I placed my order a month ago and never received product of dog toys. After several emails they responded they were sending out the order only to give me a fake fed ex tracking number. The shipping they claim will take another two weeks. I’ve asked for a refund and to cancel my order and they are ignoring my emails and refusing to cancel my order even though Fed ex has not even picked it up. They’ve ignored over 10 emails and messages on their facebook pages and instagram. Other people are commenting on their facebook posts that they also never received orders. Terrible scam. https://www.facebook.com/ruffhouzin/
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Horrible customer service. The size charts are inaccurate. They are too small. Very difficult to contact them as well as returning item even for store credit. I tried to contact them on the first day of receiving item, and it’s been a week and no one responds to my email. Avoid!!!
Horrible horrible horrible. Purchased over $100 of dog sweatshirts based on their sizing chart. I receive the items and the XS for my tiny dog is SO tight when based upon his measurements should have had some room. Same thing for my slightly bigger dog who was a Small on their chart with room to spare. I log into my account on their website and it shows only 1 of the 3 items is eligible for exchange. I go through the onscreen process and it says they will email me a RMA#. Waited 3 days…never got one. I email them explaining how off their chart is and they say all their sizes are custom and because of that they don’t exchange. They didn’t produce these sweatshirts based on my individual pets sizes…they are standard XS-XL. They stopped replying to my emails so I contacted my credit card company. They reversed the charge. 7 whole business days later Ruffhouzin emails back saying they’re willing to exchange but they saw I did a charge back and proceed to scold me for taking such action. Total unprofessional and amateur operation. Beware!