Lupine reviews

1651478616

its Bulldog Cooper

google

Dear Cooper, I'm sorry for the confusion. We do offer additional shipping options at check out, such as UPS. I'm sorry to say that as you suspected, we did not receive your e-mail or the mentioned form submission. We do our very best answer all e-mails within 24-48 hours. We've searched by your name and all identifying info you've provided here. If you can please contact us directly, we'd love to have our developers check the mail logs for your e-mail address. If you use the contact form on our website, please be sure to choose the submit button and wait for confirmation. We also have several Customer Service Reps available M-F, 9-5 ET via phone and chat. Our UK Distributor you mentioned is also available online at roverskit.co.uk. Please contact your retailer directly to make an exchange. We are happy to help but do not have a way to reach you directly. Thank you, LupinePet Team

1624456066

3

The harness (eco) seems in fact very good on first look. But like others it appears, I have found the customer service/support from Lupine direct was non existent. I emailed twice once within the website help box and once direct separately. Never heard a peep from either. (I see from their response to another comment that these might well be brushed off as having never been received - I guess I would speak to your tech people then). So now I've purchased and as I thought (and had asked those two times) the one I have really is too big. I have a Bulldog, and basic measurements really never apply, these guys are short but thick. Headline measurements of girth etc never take this into account and a almost always end up over sized. I specifically enquired about the exact sizing in the emails and whatever margins are built in and clearly could have/should have gone for the smaller size. I am in the UK and bought from a supplier as they do not ship direct. I first off had a friend in Ca. try to order, but their property isn't served by US PS (the only service Lupine use) so they couldn't order direct either. All in all a lot of palaver and no service, a shame really, should be better than this. Update - yeah Lupine dod everything you say in your repsonse, even emailed since. It never works. You appear asleep at the wheel. Good luck

1617835468

Steve Kilcullen

google

Hi Steve, Our goal is great customer service and your complete satisfaction. We're very sorry to hear that you had a bad experience and we fell short. We did process and ship your order the first business day after receiving. Our Free Standard Shipping is via USPS and unfortunately, they continue to have delays and we are at the mercy of the delivery service after it leaves our location. The 7 business days your package took to be delivered is longer than the delivery times that we were all used to pre-pandemic and we understand that frustration. We do try to be very transparent about possible delays and have an alert on our website. If you prefer, there are other shipping options including expedited shipping and alternate carriers during checkout. I don't show any contact with our Customer Service team, so I'm unable to determine the issue you referenced with Customer Service. If there is something in addition to the shipping and we can be of assistance, we'd love the opportunity to help. To reach out directly, please visit LupinePet.com and choose contact for our form. Thank you.

1617895687

1

Id pass on this company. They have some great designs but forget about fast shipping or customer service. Youd be much happier with an order from Chewy or an Etsy merchant.

1593648278

Deborah West

google

Hi Deborah, So sorry to hear of the trouble, it sounds like there may be some confusion. For orders placed on Amazon, they do require the return request be processed through their system and they have a 30 Day return policy. I believe part of the issue was that your request came more than 90 days after purchase. I can see that we offered to exchange for you and advised that as soon as you make the request through your order on Amazon, we'll be allowed to proceed. We're more than happy to help, we just have to follow their rules and procedures. Sorry for the misunderstanding.

1593700389

1

I ordered a collar and leash for my new pup. I received it and tried to return it because my dog does not like collars and Schipperkes can get tracheal stenosis so you should use a harness instead. They would not cooperate with Amazon to help with the return. Save your money and buy a Ruffwear harness and leash. My dog loves to wear this and cannot squirm out of it like with a collar. I am done with this company.

1592519247

Joel Clement

google

5

One of the most caring businesses I have known

1584914411

Spirited Painter- Marco

google

Thank you Marco, we appreciate your feedback and you choosing our gear for your puppy!

1593700464

5

Best customer service. We have a puppy who chewed through the leash. They replaced it immediately. Their product is fantastic and so is their warranty. I wish I could give 50 stars!