If the package was refused, there was nothing to identify what it was or who it belonged to. I am not the only person here. Again, if you sent it with no information, our policy is to "Return to Sender". If you say you have a receipt stating it was refused, then certinatly it's within the postal system. If your name and return address is on the pkg- you should have gotten it back. Please do not make accusations that we have possession of something we do not. We would never return something knowing who it belonged too so it's highly doubtful your information is on this pkg. It's a customer's responsiblity to notify us that something is being sent, and/or place a note in the pkg. We recieved no notification of anything coming. When I asked you if you provided info inside, you stated "you did not know you had too". I have record of that exchange. I would encoruage you to contact USPS and question them on the whereabouts of the pkg. I would also like to see a photo of the pkg where your name and address is referenced. Again, if it were, there would never have been an issue. Best of luck.
EDIT: Accusations that a business is lying can have legal consequences, especially if those accusations are demonstrably false and cause harm to the business's reputation, potentially leading to a defamation lawsuit.
To be clear, the harness purchased was not made for or used for the purpose the customer is using it. Our website explicitly states instructions on contacting us if this is to be used on a cable attachment or teather. Feel free to read our website and reviews.
To address the harness being sent to us: We have never recieved the harness. Apparently the customer decided to take us up on our original offer to repair it- from day 1, when the phone call came to me where I was yelled at and cursed at. Despite this, I still offered to repair it. Having said that~ keeping in mind the harness was not used properly which is why it broke. This is a walking harness- not one to hook a dog up to a cable on and pull.
After the previous case was closed, I assumed that was the end of the conversation. I then received a email weeks later stating they sent the harness back. I advised we never recieved anything. Also noting that IF anything is sent back without a name, order number or identifying note- we as a company mark it "Return to Sender". If a customer sends something without any way to identify who it's from, what it's for, or where it goes, it does get returned. We cannot guess or hold things without knowing who they belong to. I do not know if this was the case here. I would imagine that a tracking number would be able to trace the package. That was not provided to me at anytime. Further, I did ask if the customer provided a name, note or the return address was somewhere on the package~ she stated she did not think she had to provide that information. (below is an email, one of many that I sent her right after the first phone conversation and before the first BBB complaint was sent in, providing instructions on how to send the harness back for repair- again, which we have offered from the very beginning. If it was something without a note or name, and it was returned to the sender, again, the tracking would show where that package was. We do not have this package and never recieved anything with this customer's name associated with it. At this point, my offer from the very first phone call was not good enough~ depsite the fact that it was misused. Only after the case was immediatley closed by the BBB in our favor, the customer decided to take us up on the offer. I only know this because I was notified via email that it was sent back. It was never recieved by anyone here. We have tried to rectify this situation from the very beginning and continue to have to expalin and defend our business, reputation and quality.
