HORRID experience. I will NEVER shop here again or recommend you to anyone if I live 10 lives.

I ordered ONE item (I PAID FOR SHIPPING HERE FOR THE FIRST TIME), and by the time my item got to me, my pet passed away. WHO CARES, RIGHT?! The “Wellbeing” folks don’t, that’s for sure. I called to tell them what had happened and to ask about returning the unopened package. NOT A WORD OF CONDOLENCE from the woman I spoke with, just instructions. She particularly said “You will have to pay for shipping it back”. Okay, so I go to the post office, mail it back and PAY FOR THE SHIPPING THERE, IN PERSON, making it the SECOND TIME I PAY FOR SHIPPING. Then I get a notice of refund, check my bank account, and notice they have ALSO deducted an additional shipping charge (which would make it ME PAYING FOR A THIRD SHIPPING CHARGE). In layman’s terms:

I placed an order – I PAID FOR SHIPPING. (pmt #1)

I shipped the item back – I PAID FOR SHIPPING. IN PERSON. AT THE POST OFFICE. (pmt #2)

THEY CHARGED me for an additional shipping fee. (pmt #3)

Plain and simple. This is THEFT. Your defense? “It’s veeeery clear in our return policy that we don’t pay for shipping back”. Never mind the small print in which these things are always nearly hidden, but still the “supervisor” I spoke to still would not understand that they have charged me THRICE for the shipping fee because your policy might be “very clear” in that you don’t pay for shipping back, but you still seem to choose not to recall me saying over and over that I PAID FOR THE ITEM TO BE SHIPPED BACK. That’s not “you not paying” for backshipping, that’s you charging a fee regardless.

On top of it, the call ends w/o success on my end, and you STILL HAVE THE NERVE to start a back-and-forth email tantrum, pretty much blaming ME for not understanding (thus calling me stupid) adopting a wholly sarcastic tone, telling me you’re happy I’ve “engaged” my attorneys because you hope that THEY can “explain” things to me. And you still sign “customer CARE”. What a joke you are.

Way to go on running a business, especially scamming folks who are grieving. Their mothers must be so proud.

Country Canada
City Vancouver, British Columbia
Address 355 Burrard Street, Suite 920 Canada
Phone 1.877.633.2401
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