On the surface, Hands-N-Paws caters to owners-n-their-dogs, but the company’s real stock in trade is being hilariously rude to its customers. When someone asked them to cancel an order immediately, they wrote back, “No..not immediately, when we can get round to it.” When another person threatened to report them to the Better Business Bureau, they wrote back, “File it. Blackmail gets you nowhere, honey.” They even have a “Hall of Shame” on their website where they list the email addresses of customers they hate most of all. This is why we make all of our cats’ clothing out of old newspaper.
This story from the thread seems to encapsulate the type of experience shoppers have with handsnpaws:
I ordered over $60 worth of items from this site in March……their site clearly states that your “order status” will change within a week from your order…and if not, to email their customer service. So, when mine didn’t change, I sent an email….not response, sent another, no response…..it was now the middle of April and I still hadn’t heard from them, my order status was never changed and I read a lot of BAD reviews on them, so I got worried.
Here is an email I sent them (the only one they ever answered to):
This is my third attempt to contact you regarding the status of my orderd, placed on March 1st. I would like to know when to expect it to be shipped, if item are backordered, etc. I am a little concerned about my order and am afraid if I do not receive a response about my order OR receive my order soon, I will have to file a dispute for my PayPal payment.
Thank you!
Jenn
AND here is their response back:
Thu, 24 Apr 2008 17:12:31 -0700 (PDT)
From: “HandsNpaws”
Subject: Re: FEEDBACK: Order
File it. We’re still closed for PASSOVER and the processing time is still 1 to 4 weeks as you were advised. We’ll say the same thing elsewhere, because that’s the first thing they’ll ask. What are our terms. And we’ll show them what we showed you…more than once. Blackmail gets you nowhere honey, but we do get a kick out of letting you make a fool of yourself. And of course, you won’t get the items any quicker. We’ll let the paypal time run its course. That will be even more fun sitting back and making you wait while you get yourself all worked up. It pays to be nice, honey. When you’re nasty, this is one store where we won’t go one inch out of our way. Don’t have to.
I had filed w/ PayPal before I got the email back from them, because, of course, it took them awhile to respond. But once I got this email, I forwarded it to PayPal, my dispute was moved to a claim (within a few days of my filing my dispute) and I got my money refunded (THANK GOODNESS)!!!
Here is their response in the PayPal refund:
Sophistication Alley Ltd. (Mail@HandsNpaws.com) has issued you a full or partial refund for your payment.
Message from merchant:
Hope you enjoyed the long wait. That’s what you get for being rude and impatient.
Even the lone customer on the thread who stands up for the company has faint praise:
I’ve been ordering from that website for the last two years with ZERO issues! I wonder what happened. I haven’t ordered anything within the last few months, but the last shipment I got was prompt and correct. I must admit thought, I don’t ever get a shipment confirmation or anything from them.
Ripoffreport has another stunning example of the madness behind Handsnpaws, where they refuse to answer a customer’s questions, then tell her they aren’t going to talk to her anymore.
A Ripoffreport commenter also point out that there’s another company, Hands AND Paws, that is totally unrelated to this story, owned by a different person, and has no complaints against it. Here are the Sophistication Alley businesses we could find:
- Sophistication Alley Ltd.
- http://www.handsnpaws.com
- http://www.sundaycolors.com
- http://www.pawstogo.com
Handsnpaws, please read this post and send us a hateful email! Unlike customers, we actually enjoy hearing back from people like you. It makes our jobs that much easier.
(Thanks to Dan!)
(Photo: kansas_city_royalty)
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oh and their site is ridiculous with their “fine print”. The have way to many clauses, policies, and the like. that should send up flags.
“If you do not agree to the Terms of Use, you are not permitted to use this site. ” So, apparently you DO have to agree to the TOS to order from them.
I think those of you that are screaming at Cheviot are missing the point. He’s not saying that the company is right in what it does, he’s simply saying that there’s a ton of evidence on the site showing how you should expect to be treated, and if you then choose to do business with the company, it’s your fault for entering into the buyer/seller relationship with them. (and if that’s not what you meant Cheviot, feel free to chime in…that’s how I read it)
I agree on a lot of levels with that. Anyone reading their TOS, or perusing the site should know immediately that it’s just chock full of potential issues. Does that mean that how they treat customers is right? No. But if you choose to play 3 card monty in the back alley, don’t expect a refund if you don’t like how it turns out, either.
I’ll only blame the customer if it turns out she bought this: [www.handsnpaws.com]
Regardless of whether Jenn “misread” some of the terms or not, I think handsnpaws is WRONG–WRONG–WRONG, not to mention complete morons. Jenn’s letter was polite and all handsnpaws needed to do was respond with an equally polite email that highlighted their policies and provided a way for Jenn to get satisfaction–such as give the status of her order, which was all she actually requested.
I recently preordered a CD directly from the artist and noted my credit card was charged, but I didn’t receive the CD or any further communication regarding the status. I sent them an email and received an immediate reply that satisfied me. They didn’t even point out that it was my misunderstanding of the process that was at fault–there was no need. It was polite and friendly.
I just sent handsnpaws a link to this post and suggested they start treating their customers a little bit nicer…
I am one of the customers listed on the “Hall of Shame” by Hands N Paws. Thanks to everyone that let us know that our emails are being posted, and after reading all your comments, I can assure you that this is 100% true.
By the way…how sad is this: My order was for dog booties for my three-legged dog to get better traction on my wood floors and in the rain (cue violins).
I placed an order with them, and contacted them after 7 weeks to check the status. When I tried to cancel and they wouldn’t refund me, and finally after contesting with AMEX and filing with the BBB they reluctantly refunded my money.
I’m leaving out the whole part where they sent me rude/funny/crazy emails. Oh, yeah, and also the part where they responded to my BBB claim in AZ with an equally rude/funny/crazy response…but oh WAIT…they did that AFTER finally refunding my money.
I filed with the BBB in NJ and AZ with them but they only responded to my AZ claim, and I also posted on RipOff Report and TheSqueekyWheel.com. I’ve also contacted staff at Consumer Advocacy Group Public Citizen as well about a case and a couple lawyers.
The idea that ANY business would operate this way is just sad.
I love that Consumerist.com picked this up, hopefully now people will google this business before ordering (like I should have!!!).
@graymulligan: but she did agree to the terms. they didn’t specify that shipping takes 4-6 weeks in addition to passover. they said 4-6 weeks. and as with my previous post, they asked to be contacted with questions. they don’t say they’ll never respond and that when they finally do it will be rude and incompassionate, they don’t say that shipping times are in addition to the holidays, and they certainly don’t say that they had no intention of ever sending whatever she purchased.
although i think the wall of fame is crazy, and i would never buy from them, it is like an amazon seller in my opinion. They have their positive customers, and they have their neutrals and negatives. This website is posting the negatives. If a seller has 10,000 customers and 20 negatives, i look at those, but it isn’t obvious the seller is insane. i always assume, given the 10,000 postives (after working awful retail jobs) that the 20 are just those customers that think i should kiss their ass for everything–like the woman at Joann that tried to return a used clothing pattern and the cut fabric, sewn into a dress that was too small, because she hadn’t checked the measurement before making it–she was ridiculous and although my manager did end up letting her get her money back, she still left angry. having a wall of customers like that doesn’t say to me that the company is a bunch of asses and these are just the poor people who didn’t want to be walked all over.
their policies are shady, but it isn’t obvious they want to rip you off. plus, i’m pretty sure they agreed to sell her something and not following through is illegal?
Whoa! I’m sitting half a mile from their New Jersey mailing address.
I feel a stakeout coming on.
… No. Not really. But it is tempting.
1360 Clifton Ave #322
Clifton, NJ 07012
Cheviot is all over the map here and his/her arguments are lost in a flurry of replies and rebuffs. I suggest ignoring him/her because it’s just noise at this point.
Just to clear the air, the assertion that the client has no right to complain “because the client should know ahead of time that the store owner is an asshole” is stupid and unreasonable. Also, for those who assert that you don’t have to treat the customer as #1 all the time or at least treat your customers with a grain of respect (regardless of how they treat YOU)– just remember, it’s not worth it because otherwise you’ll end up on this and many other web sites…
Good news, folks.
Apparently, next to nobody in the “Hall of Shame” knew they were on it. One poor lady didn’t even get a response and is STILL waiting for her order, and her email address got slapped up there, just for ASKING.
A couple of them have now emailed the rest, and they’re taking action together. This is why I love this website.
And Bret – I’m Jen, who emailed you. You go kick some pet store butt.
*waves hi to Bret* Go kick some pet store butt.
Well, didn’t know I’d typed that twice. LOL
@valarmorghulis: @valarmorghulis:
The address and info you provide is for a lawyer, btw. So either the lawyer represents or runs the business.
[pview.findlaw.com]
@Tank: That was my first thought as well. I imagine that if anyone from consumerist ate at Ed Debevic’s, they’d run home crying.
This company is hilarious.. and even a cursory glance at their website will tell you what to expect.
“Waah.. they were rude to me”
I’ve bought a lot of things online and they’ve gotten delayed or held up somehow and every time people are at least not rude. There is no reason to be a jerk for being a jerk’s sake.
Just cause this say 4-6 weeks or whatever doesn’t mean customers can’t ask. I don’t understand why they just can’t say “we’re processing your order still. Our turnaround time is 4-6 weeks. Thanks for your patience.” Then maybe people don’t get pissed cause at least it’s some kind of response.
Anyone that has watched a daytime court show knows that a store must post their return policy in a prominent place. The examples give are: on the cash Register, on the wall behind the counter where the purchase is made or on the receipt itself. Posting a sign saying we have our return policy posted in the return policy book, ask us how. is not acceptable. With that being said….
If you try to enter an Adult Web Site (Not that I ever have) you have to click on an agreement that you are over 21 and allowed to view the material from your state.
Everyone that says she should have known the policy before making the purchase, is incorrect. It is the store’s resposibility to make sure the customer knows about any unusual return policies or restrictions for using the sight at all, before the purchase is made. (or in case of site restrictions, before they enter the site).
You can’t post a statement somewhere, that by using this site you agree to our policies, unless it is presented to the visitor before they enter/start using the site. She can’t say, by buying these items, you agree to what a page somewhere on our site states, unless it was presented to her and she agreed to it before. Like before entering the web site or before loading the CHECKOUT page.
What most people are saying, is this store had policies, she should have asked about them before buying anything. How many people go into a 7-11 or Circle-K and ask to see their store policy or return policy before getting a candy bar? They cannot say, you want to return the items? reach under the counter and pull out a notebook and say “You can’t return it, by entering the store, you agreed to abide by our return policy printed in this book”. It wouldn’t hold up anywhere (at least not on daytime court-TV! )
You visit my web site, read an article, before you leave you have to pay me $10, because I posted in my TOS file that by using my pages and reading any article, you agree to pay me $10? If that’s the case, then consumerist needs to make a TOS file and bury it somewhere in there!
She *COULD* have read the TOS, NOT *SHOULD* have. A reasonable person does not expect a shop to have UNREASONABLE and UN-Natural policies and procedures. It’s not her fault this store owner is as “crazy as a loon” and likes to play by their own rules (some of which I would really question the legality of!) There was no sign or notice the business contract would be outside of a normal business contract (and nutty as a fruitcake.)
IANAL but Judge Marilyn Milian REALLY is hot!
I say track down the customer service rep’s address and abduct and hold for ransom all of her/his 30 cats!
They told me at HandsNpaws that The Consumerist was under investigation by the FBI and that my IP address would be logged and I would probably be investigated by the FBI, too.
*blank look*
@B:
I agree. I’ve met several people that LOVE animals but could care less for humans.
Can’t blame them for hating annoying yorkie owners
If the picture you posted of the poor dog is an example of what kind of sick person you are, then I can only imagine how you treated the people in the customer service dept. of Hands N Paws, I would bet you were the problem. Who would post a picture like that ? I have done business with Hands N Paws for a year and a half now and I’ve never had a problem with delivery, or with any employee who works there. I love their products and their prices are very reasonable. It’s a great place to do business. You should always listen to both sides of a story before making a decision.