Dog Community

Posted : 4/10/2007 10:58:29 AM

ORIGINAL: cporch

Hey guys... Chris here again!

I have fantastic news! After discussing the guarantee thing, we have decided to revise our policy. Everything should be done, and the new policy will be posted no later than Friday of this week.

Thanks for all of your feedback!

Chris Porch
Customer Support
Timberwolf Organics
407-802-7865

If you can, I would make it an effort to post this on the board with the link I added in the OP. Having found worms in several bags and not being reimbursed for them is not a great feeling IMO.

Luvntzus

Posted : 4/10/2007 11:09:53 AM

ORIGINAL: papillon806

If you can, I would make it an effort to post this on the board with the link I added in the OP. Having found worms in several bags and not being reimbursed for them is not a great feeling IMO.

Edited because I'm not sure how I missed the part about worms in the original post. Yuck.

Chris Porch

Posted : 4/10/2007 5:50:35 PM

Hey guys, Chris here again...

Just so you know the revised policy has been posted on our website, and we are standing behind our product in a whole new way. In the event you have a problem with the food, you just have to give us a call and get a RMA number, and ship it back to us. Once you have fulfilled the requirements for returning the food sample, we will arrange replacement.

Just like that... feedback makes a difference.

Thanks so much guys!

Chris Porch
Customer Support
Timberwolf Organcis
407-802-7865

jessies_mom

Posted : 4/10/2007 5:54:07 PM

Glenda would kill me

Me too; that's why I edited my post. I love you too Glenda. [

]

sooner

Posted : 4/10/2007 7:11:41 PM

ORIGINAL: cporch

we are standing behind our product in a whole new way.

Chris, forgive me, as I actually never read the return policy before you changed it, so I may not understand what has changed. I just read it and it still has the originally quoted paragraph but also says 'in the event you are not completely satisfied'? Those seem like somewhat justifiable reasons not to be completely satisfied.

What are some reasons that TO will take a product back? Do you charge the 15% on all returns, even mfg defect?

We believe that we manufacture the best pet food products in the industry, and therefor stand behind them. In the event you are not completely satisfied with our products, you can receive credit or receive an exchange. Returns are not accepted without prior authorization, a copy of this authorization must accompany all returns. Click here to print this form. You must first call and obtain a RMA number from customer service. Follow the instructions on the RMA form.

If shipped products are refused by the customer, all shipping charges become the responsibility of the customer.

All returned items shall be charged a 15% restocking fee, and the customer is responsible for all shipping and handling for the returned items. Items should be returned in the original packaging, and if it is not available the customer is responsible for packing the item for a safe return. Items returned in damaged condition will not be accepted.

Opened or partially used products are non returnable unless a problem exists with the quality of the product. As we do not specifically formulate for taste, smell, consistency, color or other factors unrelated to healthy nutrition, these factors shall not be considered just cause for return of opened or partially used products.

papillon806

Posted : 4/10/2007 7:17:18 PM

"We believe that we manufacture the best pet food products in the industry, and therefor stand behind them. In the event you are not completely satisfied with our products, you can receive credit or receive an exchange. Returns are not accepted without prior authorization, a copy of this authorization must accompany all returns. Click here to print this form. You must first call and obtain a RMA number from customer service. Follow the instructions on the RMA form.

If shipped products are refused by the customer, all shipping charges become the responsibility of the customer.

All returned items shall be charged a 15% restocking fee, and the customer is responsible for all shipping and handling for the returned items. Items should be returned in the original packaging, and if it is not available the customer is responsible for packing the item for a safe return. Items returned in damaged condition will not be accepted.

Opened or partially used products are non returnable unless a problem exists with the quality of the product. As we do not specifically formulate for taste, smell, consistency, color or other factors unrelated to healthy nutrition, these factors shall not be considered just cause for return of opened or partially used products."

The parts I put in bold are things that I have problems with. Why would you charge the consumer for something that it wrong with YOUR product?? Also, who determins if it is a problem with the "quality?"

Other companies will take it back 100% if you just simply aren't satisfied in ANY way.

If this is the new gaurantee, it doesn't seem like much of an upgrade... JMO though

Chris Porch

Posted : 4/10/2007 11:38:03 PM

ORIGINAL: papillon806

"We believe that we manufacture the best pet food products in the industry, and therefor stand behind them. In the event you are not completely satisfied with our products, you can receive credit or receive an exchange. Returns are not accepted without prior authorization, a copy of this authorization must accompany all returns. Click here to print this form. You must first call and obtain a RMA number from customer service. Follow the instructions on the RMA form.

If shipped products are refused by the customer, all shipping charges become the responsibility of the customer.

All returned items shall be charged a 15% restocking fee, and the customer is responsible for all shipping and handling for the returned items. Items should be returned in the original packaging, and if it is not available the customer is responsible for packing the item for a safe return. Items returned in damaged condition will not be accepted.

Opened or partially used products are non returnable unless a problem exists with the quality of the product. As we do not specifically formulate for taste, smell, consistency, color or other factors unrelated to healthy nutrition, these factors shall not be considered just cause for return of opened or partially used products."

The parts I put in bold are things that I have problems with. Why would you charge the consumer for something that it wrong with YOUR product?? Also, who determins if it is a problem with the "quality?"

Other companies will take it back 100% if you just simply aren't satisfied in ANY way.

If this is the new gaurantee, it doesn't seem like much of an upgrade... JMO though

Thanks for your feedback... here are some explanations. We are still working on this, and what is posted is just the broad idea... your feedback generates change. [

]

If someone returns something for a reason not related to quality, we charge the restocking fee. If you get a bag of food and don't like the color of the packaging and decide to return it, that is not related to quality. It states clearly that if a problem exists with the quality of the food, we will supply a replacement or credit. Plain and simple...

We will also not be responsible for damage to the product that you ship back to us. If something arrives damaged we replace it for you, so we expect the product returned to be in the same conditioned in which you receive it.

Chris Porch
Customer Support
Timberwolf Organics
407-802-7865

Luvntzus

Posted : 4/11/2007 4:57:29 AM

ORIGINAL: cporch

ORIGINAL: papillon806

"We believe that we manufacture the best pet food products in the industry, and therefor stand behind them. In the event you are not completely satisfied with our products, you can receive credit or receive an exchange. Returns are not accepted without prior authorization, a copy of this authorization must accompany all returns. Click here to print this form. You must first call and obtain a RMA number from customer service. Follow the instructions on the RMA form.

If shipped products are refused by the customer, all shipping charges become the responsibility of the customer.

All returned items shall be charged a 15% restocking fee, and the customer is responsible for all shipping and handling for the returned items. Items should be returned in the original packaging, and if it is not available the customer is responsible for packing the item for a safe return. Items returned in damaged condition will not be accepted.

Opened or partially used products are non returnable unless a problem exists with the quality of the product. As we do not specifically formulate for taste, smell, consistency, color or other factors unrelated to healthy nutrition, these factors shall not be considered just cause for return of opened or partially used products."

The parts I put in bold are things that I have problems with. Why would you charge the consumer for something that it wrong with YOUR product?? Also, who determins if it is a problem with the "quality?"

Other companies will take it back 100% if you just simply aren't satisfied in ANY way.

If this is the new gaurantee, it doesn't seem like much of an upgrade... JMO though

If someone returns something for a reason not related to quality, we charge the restocking fee...

We will also not be responsible for damage to the product that you ship back to us. If something arrives damaged we replace it for you, so we expect the product returned to be in the same conditioned in which you receive it.

Chris Porch
Customer Support
Timberwolf Organics
407-802-7865

Wow, what a "generous" guarantee with all of those stipulations. Whatever happened to the customer is always right? [&:]

I really tried to give Timberwolf another chance; I even bought a bag of Wild and Natural last week. But really, this is just the last straw for me. And what bothers me the most is the refusal to say where the food is manufactured. The explanation of why they can't say makes no sense. Plenty of holistic companies are upfront about where their foods are manufactured. Further, I think customers have a RIGHT to know where the food is made so that they can make an informed decision about what to feed their pets. So in light of that, I'll no longer be a customer. Chris, I really appreciate your answering my questions; for me it just comes down to my comfort level with the actual company.

willowchow

Posted : 4/11/2007 5:18:28 AM

If someone returns something for a reason not related to quality, we charge the restocking fee. If you get a bag of food and don't like the color of the packaging and decide to return it, that is not related to quality. It states clearly that if a problem exists with the quality of the food, we will supply a replacement or credit. Plain and simple...

My thoughts are first of all you should not need feed back from this forum or any other to know what the average policy on returns is for most of your competition.

In the above quote you used some really off the wall example. A better example of how that would work is if the dog doesn't like the food and you want to return it. The companies I've dealt with that are of similar quality will take the food back with no trouble for any reason really especially if the dog doesn't like it.

I'm not all that impressed.

papillon806

Posted : 4/11/2007 1:38:25 PM

I agree. I have been able to send back food (particularly Innova puppy) because Wolfie didn't like it. They didn't ask any quesitons...all they said was to return it to the store I purchased it from for a full refund, and if I had any problems they would send me a paid postage sticker to send it back. THAT is customer service!

Edie

Posted : 4/11/2007 5:09:46 PM

will take the food back with no trouble for any reason really especially if the dog doesn't like it.

Fussy dogs are a big issue,and most,if not all,companies will take the food back with a full refund if the dog doesnt like it.This is usually number one on most companies 100% money back guarantee list.And you can always take it back to the store you purchased it from,not have to send it back to the manu which is in my opinion a huge hassle...

Pet food guarantees