Sold an out-of-stock product, then refused a refund when their unclear sizing led to wrong size
I'm a first-time Petzy customer. The dog being fitted was rehomed and I was replacing her old collar.
Two issues, neither resolved.
Issue one — they sold me a product that wasn't actually in stock. I ordered the Luxe Light Pink XL gold collar. It was listed on their website as available. After I'd paid, they emailed to say it was actually out of stock due to their inventory error. I accommodated this and accepted a black gold collar in its place.
Issue two — their sizing was misleading. Petzy's product page displays a size guide with centimetre ranges (Small 17-27cm, Medium 28-39cm, Large 38-48cm, XL 47-57cm) but does not state that those measurements refer to neck circumference. There is no asterisk, no note, and no link to their separate Sizing page where this is explained. I measured my old collar end-to-end (55cm) and ordered XL accordingly. The collar arrived and is unusable — far too big for a Dalmatian with a 44cm neck.
Their customer service response was poor. When I raised the issue, the customer service representative replied with: "Thanks for your chatgpt email" — which was condescending and dismissive. The substance of the complaint was not addressed. Their position was essentially that the information was available on a separate Sizing page in the website header, and that I should have looked there before relying on the size guide on the actual product page.
Refund refused. Returns refused. They offered a 50% discount on a re-order, which I declined.
What other customers should know:
If you're a first-time buyer, do not rely on the size guide displayed on the product page. Click into the Sizing page in the header before ordering.
Their personalised products are non-returnable, so any error in sizing is on you regardless of how unclear their information is.
Customer service is dismissive when you raise legitimate issues.
I would not order from Petzy again.