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Ruff Houzin

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Ruff Houzin Reports & Reviews (14)

• Sep 17, 2024
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I'm afraid this business is a scam. It essentially stole $600 from me. I ordered a dog kennel, which was never sent. Instead, "customer service" sent me several emails over the course of a few months saying that the product was delayed. Apparently this is part of the company's ploy to get unhappy customers past the point where they can alert their credit card company to the fraud. Once it was too late for me to complain to my credit card company, I never heard from them again, despite several attempts to contact them.

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I spent almost $300 on a dog bed that looked perfect online. When it arrived it was was irregular and deformed. I have been trying to get them to at least allow a discount and they refuse to respond. Endless calls, emails and messages on Social media and they simply won’t answer.
I will be filing a dispute with credit card company.

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+3
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I have ordered items for over 20 years, with no problems until dealing with Ruff Houzin. They post flowerly ads on facebook for pet products, and nowhere on that site do they list most all items are non refundable. They represent a traveling crate that is suitable for dogs up to 30 pounds. My dog is 17 pounds and did not fit into this crate. Upon trying to return this item, it took 3 weeks to get a response. They finally authorized a return and than said, it smelled like smoke and was damaged. This product was taken out of the box and I stood my dog next to it and it was way too small. It was put back in the box exactly as it came to me. It was never used. Nobody smokes and it was NEVER used. They are now saying, they will not refund 179 dollars for it was damaged, which is impossible. After repeated attempts to resolve this issue, I than asked them to simply return the crate, and I would donate it to charity. They are refusing any attempts, they will not refund it, will not exchange ti and now are refusing to even return the product but simply are keeping the 179 dollars. "stealing" money from consumers with no attempt to resolve the issue is not a company anyone should want to deal with .

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+2
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This company is beyond corrupt. I have been going back and forth with them for weeks trying to send back a "waterproof bed" that isn't waterproof. Hopefully, PayPal resolves the dispute and gives me my money back. It's been one lie after another. Strawmans left and right. I honestly feel like I am getting gaslighted, and you can hear the shark in their replies. I hope that people smarter than me check these reviews before purchasing. Please, don't. Don't believe the descriptions on their website, they're wrong, and they are charging twice what their manufacturers are on their own websites. This bed I received is just an overpriced pillow, I cannot use it outside. But they keep repeating the manufacturer's description in the correspondence emails, and I keep repeating the same thing. THOSE DESCRIPTIONS ARE WRONG!

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+1
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My item was made to order 12 days after I ordered it, then shipping took 11 days after I paid for expedited. My item was for halloween so it came 23 days late and then the company refused to return the item even though the 23 day lag was on their side. Super disappointing service.

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+4
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I placed an order for a dog crate and 2 dog beds, my dog died, and I wanted to return just one dog bed that was still in the original box. I couldn't get anyone to return my call or even get an exchange or credit. Very frustrating. I left two messages and no return call.
Horrible customer care

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+3
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BE AWARE!1
THIS COMPANY WILL ROB YOU , WILL TAKE YOUR MONEY AND SCREW YOU BLIND!.
THEY ADVERTISING THE WRONG SIZES AND QUALITY...ITS LOW QUALITY, WRONG SIZES AND THEY WILL NEVER TAKE IT BACK, THEY GIVE YOU A THOUSANDS EXCUSES TO FOLLOW THEYS'' PROCEEDS'', WICH IS A SCAME AND IMPOSSIBLE TO FOLLOW, AND EVEN IF YOU COMPLY, THEY FIND AN EXCUSE NOT TO PAY YOU.
BUT THE WORST, THEY KEEP YOUR GOODS, AND THEY TELL YOU M
THAT THEY 'DONATED YOUR DOODS, WHAT A 'JOKE', WHAT A THIEFS''..AND THEY GET A WAY WITH IT, MY CREDIT CARD COMPANY WAS NOT ABLE TO GET MY MONEY BACK, WHAT A DISAPPOINTMENT, AND I LOST MY DOG COLLAR AND MY MONEY, I FILE A COMPLAIN WITH THE BBB, BUT ITS ALL I COULD DO FOR NOW...
PLEASE DO NOT BUY ANYTHING. STAY A WAY FROM THIS BANDITS...

GIOVANNI TUMMOLILLO ...MIAMI

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+4
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- Epping, NH, USA
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I ordered 2 dog collars. Supposably they were lost in the mail. I do not believe they were ever ordered to begin with after my experience with this company. I believe this is part of their scam. After emailing and speaking with a person named Mike over the phone he ordered similar dog collars after stating he could not get the original ones I wanted. I did receive The dog collars. These collars were too small for my dogs. They did not fit them. I measured my dog's necks while I was on the phone with Mike before permitting him to order the replacement collars.

I was told these replacement collars would fit between 9 and 11 in. necks.

My dog's measure at a 10-in neck.

I tried to contact Mike through email and phone which went unanswered for about a week. I finally got him on the phone he told me to use the online procedure for return. I needed an order number. I never received an order number with the newer purchase. I believe this is also part of their scam. He told me to use my original order number for the collars that were lost in the mail. I did this. After I put in this original order number the online procedure told me it could not move forward because the purchase was over 40 days old. Another part of their scam I believe. I then called an emailed over and over and over again. I was told the same thing in an email and over the phone to use their online procedure even after explaining that my original order number was over 40 days old and I could not move forward. I told them I was going to be sending the dog collars back certified mail because I wanted my money back. I did this. They did not reply. I called and called over and over and emailed and emailed over and over again. I finally got an email saying that they could not accept the return because I was missing an RMA number. I could not get this number because I could not move forward with the online return procedure. I was told again to use the online procedure.

My final phone call with Mike he told me that he got a dog collar back that resembled the one I described and he said it was put into a donation pile because it was used. I never used this collar on my dogs It still had the tags on it and returned it and it's original packaging. I also returned it with a second dog collar that Mike never mentioned. He told me I was charged something like a $25 restocking fee and that I was given store credit for the rest. I told him I did not want store credit and that I wanted my money back. He told me that he couldn't do that because the dog collar was used. He didn't even talk about the second dog collar. I realized after getting off the phone with him that I didn't even have an account with them. I sent another email asking how do I even access the store credit. Not that I would buy from them ever again because I'm afraid I would be out even more money but he never answered me. I have no access to this supposed store credit.

Basically I am out $54.34.

I have no product and no way of accessing the store credit that they say they gave me in the amount of I believe he said $38 or $30. I'm unsure of the exact amount he claims to have given me for store credit. Even if I can use the store credit I wouldn't because I do believe this is a total scam. They give you incorrect merchandise and then you're either stuck with it or they make it impossible for you to return it So I would not feel comfortable using the store credit at this time anyways. They will just take more of my money.

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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!

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+3
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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.

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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.

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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!

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BE WARE! if you use the highly advertised coupon code, it will invalidate their return policy and you will be stuck with the merchandise

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- Los Angeles, CA, USA
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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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+5
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