The Dog People Pte Ltd ✓ ACRA Verified

CT ★☆☆☆☆

5 months ago

I have been a long-time customer of Good Dog People since adopting my first dog, and this is the first time I have ever requested a return and refund. Unfortunately, this experience has been nothing short of frustrating and disappointing. I recently ordered a RUFFWEAR Hi & Light Dog Harness (Small) and a RUFFWEAR Hi & Light Collar for my newly adopted dog. Upon receiving them, I found the harness far too large and loose, and the collar arrived dirty - completely unacceptable for new items. I tried calling their hotline multiple times during office hours, but no one ever picked up. I then immediately submitted a return and refund request through their online form. Both items are brand new with labels intact, unused and undamaged - the harness simply doesn’t fit, and the collar arrived in an unsanitary condition. The online form itself was unnecessarily complicated, even asking for the URL of the product page, so I also reached out via digital chat to their customer service officer, Isaac, who asked me to send a photo of the dirty collar, which I did right away. Despite this, I was told their policy does not allow returns for wearables. While I understand company policy, the complete lack of empathy and flexibility shown was unacceptable, especially when the harness is clearly unworn, with tags intact, and the collar arrived dirty. I explained to Isaac that I only wanted to return the brand new harness and dirty collar for a refund, so that I could reorder the correct size and receive a clean collar. I also told him that if I cannot return or exchange these items, there’s no way I’ll order from them again. Yet the next day, I was asked to send a video of the collar, as they suspected the buckle was scratched. I complied immediately - the video clearly showed that it was not scratched, just reflecting light. Isaac then informed me that they would need to investigate further. After 3 days of further investigation, they replied saying that they believed the collar should have arrived “in pristine condition”, in other words, they failed to take responsibility for their failure in quality control and even doubted my integrity, which is an insult! This entire process has felt like they are deliberately delaying the issue, questioning my integrity, and refusing to take responsibility. Meanwhile, my puppy is left stranded without a proper collar and harness because of their inaction. For a company that prides itself on being Good Dog People, this experience has been anything but “good.” The customer service has been unhelpful, dismissive, and lacking in basic empathy, showing poor quality control and inflexible service toward a loyal, long-time customer. After so many years of support, I am deeply disappointed and will not be ordering from them again. It’s okay, keep the refund. This entire experience has left such a bad taste that I wouldn’t want to deal with this again. I’ve lost confidence in your service. Goodbye.

Ian Berclaz ★☆☆☆☆

2 months ago

This company has been a big disappointment. 1. we have have been a repeat customer of Good Dog People, and this is the first time we have ever requested a return and replacement for one item (FuzzYard LIFE Cotton Step-in Dog Harness) which was ordered in a wrong size (XS instead of XXS) and which has NEVER been worn. However GDP (which do not appear to be so good after all) to a super defensive approach and refuse to exchange the item as "that wearables which may be infested or soiled are not always visibly detectable to the naked eye. Insects or bugs can be easily missed despite the best efforts of our fulfilment team, and once an item has left our fulfilment centre, we’re no longer able to guarantee that it remains in mint condition for the next buyer." 2. we tried calling their number multiple times during office hours, but no one ever picked up. The only way to talk to them is by email. 3. you can visit the store by appointment only

Jeanne Lim ★☆☆☆☆

3 months ago

Had a very poor first-time purchase experience with Good Dog People. As noted in other reviews, they have an absurd no returns policy for wearables. I bought an L FuzzYard step-in harness based on the recommended sizing on their website (the old one I had was actually an M, but because the size tags had faded, i couldn't remember what size it was). Upon receiving the new harness, I could tell it was slightly bigger than the one I had and immediately tried to exchange it and only when I went through the returns forms that I realise they don't do any exchanges for wearables and won't take your word for it that it's brand new with the tags etc. When I tried to plead my case, they cited previous examples of customers returning items with stains and ticks, which is is ridiculous - shouldn't you be doing your due diligence and reject those items? Anyway, then they doubled down and mentioned some crap about not being able to detect microscopic insects/eggs/residue .. i mean the same can be said about human clothes, if that's the case, the entire fashion retail industry will be on its knees. Oh, and they tried to gaslight me by pointing out that it was my own fault for not clicking on their returns policy link before buying. I would argue that if you have an unreasonable exchange policy for wearables then it should be more clearly written on the product site. If I had known that there's a strict no-returns policy i would certainly not have purchased the item. And they claim their return practice is standard across other major pet retailers and I can assure you that is not the case. I shared with them screenshots of retailers Kohepets and Ginger & Bear where they had 7-14 days exchange policies for non-consumables which is STANDARD EVERYWHERE. They're super defensive and I expect to see some sort of 'it was your own fault' response on this review but I think it's my duty to give fair warning to other customers who are considering buying wearables harnesses from them.

KANYA CITTASTHIRA ★☆☆☆☆

9 months ago

With such a heavy heart I have to give 1 star for my last experience due to the purchasing process i went through. Long story short: - I bought a harness & few broth - ⁠i use the $10 off coupon, which turns out can only be used for first timer for 1 household. - ⁠i entered my wrong email for my order. So I never received any purchase order. My fault. - ⁠2 days ago i received WhatsApp msg saying the $10 code can only be used for 1 household. Apparently i have made a purchase through them in 2022 (which i forgot). - ⁠i replied and said okay im willing to pay the $10. - ⁠$10 invoice received and i tried to make payment. - ⁠use apple pay - page keep showing processing. No change, didn't bring to apple pay page (see pic) - ⁠i tried to select other credit card - pay button does not work. I pressed but not even functioning. - ⁠i opted for paynow option - pay button does not work. - ⁠i message customer service via WhatsApp explaining this. They replied: use laptop or restart the phone. - ⁠i dont have personal laptop (work laptop cannot access this external site). They suggested to restart my phone and try again. - ⁠I restarted my phone and tried to pay again, using apple > payment button still showing processing. No changes - ⁠I really need the harness for my dog who just went through IVDD surgery, so I offered to pay now using UEN, unfortunately staff over WhatsApp said it cant be done, everything has to be done online. I have no other options. I am genuinely tried to make payment and even i offered a manual payment solution but was not an option for the company. So I asked for cancellation. Then staff said: they will do it out of goodwill and if refund to card (and not store credit) there will be charge 5% deductible for bank charges. It feels like a daylight robbery for me despite “only” 5% so yes i was expressing my frustration via WhatsApp. It was not my fault that the payment couldn’t go through and As i feel that i had no other solution, i confirmed to proceed with refund with 5% deductible. I escalated this complaint through the owner IG dm as well as via a friend who knows the owner. Messaged received by Terry and he mentioned staff will contact me again. Only after escalation, good dog company said they will make an exception to accept manual paynow payment or full refund where they will absorb the 5% bank deduction fee. I did not respond further with any words as i am 150% frustrated already and all i need is the harness and the broth for my sick dog so i continue with the $10 paynow payment. It’s sad that the deviation to accept manual payment can only be accepted after I escalated to the owner. Furthermore, Items were received the next day without any defects or delivery issue. Harness fits my dog. So Thank you for this. While items and delivery were great but my experience as a customer was definitely rock bottom - for this purchase. I also suggested via WhatsApp that if the $10 coupon is so critical, maybe good dog people can make it unique per account so that it cant be reused. I am all in for supporting small businesses and was not in my interest to rob $10 off. I didnt remember i have made purchases from the same company 3 yrs ago. So i am willing to top up for my obligation. But the journey to complete this was a mess. Please take this review for retrospect and see where it can be improved and to offer revised solutions on a case by case basis - when such anomaly situation involving system/online payment occurs again in the future. Hence the 1 star of my review. Thank you.

ben liu ★★★★★

a year ago

GDP was recommended to me when I first adopted a SS dog about 2 years ago. After trying my first order with them, it is now my go to shop for all my dog’s feed/needs from accessories, chewy stuff, daily food to treats etc. They are responsive when I have questions and reliable and prompt or early with all their deliveries. Their delivery partners are highly reliable and responsible. GDP has many different brands/ranges of pets’ needs and prices are pretty reasonable. Highly recommend that we support them cos I am sure you won’t be disappointed. Reliability and trust is important in any business.