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February 2023 by W R.
Poor online ordering experience with this company. When I placed my order, their website stated orders are "shipped the next day" (looks like they've modified this language) - so I proceeded to order as I needed the item quickly. After 3 days, I had not received a shipping confirmation so I contacted the company to cancel. They did not reply to my email for 2 days. Coincidently, the shipment of my item was "initiated" that same day. My item was actually shipped 1 week after I placed my order (it came directly from Ruffwear in WA state, not from The Dog Outdoors in TX) . Upon receipt of my order, I requested a return by email - it's been more than 6 weeks and The Dog Outdoors still hasn't responded.
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October 2022 by Daniel R.
Very difficult for me to understand why they advertise that they take pride in their customer service! I've contacted them THREE times over the past 3 months by direct email to Scott the owner, as well as through their online message system to ask if they still carry the double-sided clamp, which they advertised as having several years ago. I provided my email and my contact cell number n each message, but never heard back from anyone. I assume by their lack of response that they no longer carry that item, but would it kill you to have the courtesy to tell me that it's no longer available? I recommend buying your Walky Dog products from Amazon. At least they provide good customer service.
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December 2021 by Sharon P.
I had the worst customer experience. I am a dog owner and live in Massachusetts and wanted something for my cold winter hikes with my dog. I ordered the Roughwear Vert Dog Coat and received an email that I should have received the coat, but I didn't. I emailed the company twice, and finally emailed and called the owner Scott. He emailed me back and apologized for the bad customer experienced and said he'd find out what happened at the warehouse and also discount me significantly, which I didn't care about, I only wanted my coat. Then nothing. No response to multiple emails and calls to find out the status of when I'd get my coat or even if they still had them in stock. No response. Nothing. Now my dog has no jacket during this cold wet Massachusetts weather and I have to start all over. I suggest going elsewhere for your business.
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October 2021 by Julie Hasson
This company has the worst customer service and won't get back to you. They promise hassle-free returns, but I've yet to get any confirmation back. After this experience, I won't be ordering from them again.
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July 2021 by Lauren Leonardi
The Dog Outdoors is a family owned compay that seems to take pride in their business and products they sell. I had an issue with one item I ordered and although it took a little time for a response, which I was told they were currently going through some changes, the owner personally reached out and correctly the issue right away. He went above and beyond and it was greatly appreciated. Great customer service and great products!
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December 2020 by Anne-Marie Clear
The customer service at The Dog Outdoors is exceptional! Add that to their superior products and it is a total win for me. I looked at lots of dog jackets for below freezing weather and theirs was the best. I will be a return customer!
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August 2020 by Dawn N
Scott was very accommodating in finding why the post office hadn’t shipped our Buddy Rider and made sure we received it before our biking-camping trip. Our dog loves his new ride and no learning curve with him. He sat right down inside of the Buddy Rider and we harnessed him up according to directions and we were on our way.
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June 2020 by Margaret Murphy Tripp
Ordered the Buddyrider during quarantine. They had a surge of orders, so was told it would arrive end of June (6 weeks later). It came today, June 26. Was easy to install, and we went right out for a ride! My Coton loved it. It’s a super high quality, safe product. My husband came home from work and saw it and asked me to order one for him right away! Can’t wait to go for rides with two of our fur babies.
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May 2020 by Shannon Crenshaw Rhoads
Great customer service! Looking forward to receiving my collars, but I really appreciate how responsive they were!
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May 2020 by Lisa Jester
I'm sure their service is great in-store, but it's VERY lacking for online orders. I made an online purchase and received my product very quickly. The videos they provide on their site were very helpful in making a decision for my purchase. The next day, I went back to their site, wanting to purchase another item, but needed more info on the item before purchasing. I contacted them via their sites noted recommended contact ("Ask Scott"). I never received a response. Never.
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November 2019 by Katie K.
Customer service is RADIO SILENT. I ordered the Buddyrider dog bike seat and then the day after I placed my order I found the item for approx $25.00 cheaper from another seller. I contacted The Dog Outdoors to ask if they price match and stated that if they don't I'd like to cancel my order. I didn't hear back and then got an email notification later that day that a shipping label was created for my order. So I sent another email (their preferred method of communication, per the website) requesting to cancel the order and stating my frustration that I didn't hear back re: my original request to cancel the order. To date, The Dog Outdoors has not returned either of my emails but has taken my payment and shipped my order (it's set to arrive tomorrow). At this point, the most frustrating thing is that customer service is radio silent regarding my requests. Ultimately, it's not a big deal to me if they don't price match or are unable to cancel orders, it's that they didn't even acknowledge my requests as a customer.
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July 2019 by Amanda Poland
AMAZING customer service! Seriously can't recommend them enough. I spoke to Scott and he was so helpful and even emailed back on a holiday!
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December 2018 by Tarah League
I highly, highly, HIGHLY recommend this business. It is a family-run business and the owner is an incredible man who clearly loves dogs. I cannot speak highly enough about him. Right after I made my order, my toy poodle was struck with paralysis from a condition we didn't know she had. We have ALWAYS had trouble finding a harness to fit her and never had one that worked well for her slender, small body. It was always like a Goldilocks problem of 'too big' or 'too small'. I knew we would need a harness right away to keep her near us as an extra safety measure just in case she would startle and fall. I wrote The Dog Outdoor and asked if there was any way I could rush shipping. This man is absolutely amazing. He wrote me several kind, heartfelt emails and he clearly cared about Rosey more than he cared about any profit. He insisted on paying for rush shipping himself. And he did all of this without making any parade or deal out of it--it is clearly just the way he is. And all this happened the day before Thanksgiving through right after, when he was his busiest at home and with his business, I am sure, but you would never know it from how kind he treated me and my baby girl. I am going to tell everyone I know who owns dogs to buy from this store. Also, the harness is the FIRST harness we have ever had that fits our dogs (both of them, we got two harnesses) perfectly. The harnesses are absolutely super comfy (we got the ombre harnesses) and they are sizable around their waist and around where it attaches up top. It is perfect for both of our dogs. Also, they are super well made. It is really rare to find a business anymore who cares more about people (and, in this case, puppies) than profit, but this man definitely does, so I will never buy harnesses anywhere else ever!!!
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October 2018 by Heather MacLellan
Great product, but I attempted to contact them 4 times by email per their institution and was unable to get in touch any other way. Still don't have a reaspore to my question.
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May 2018 by Candace Reid
I purchased the bike tow dog bicycle leash and it is as amazing as the reviews are!! Great product. It wears my dog out which is perfect and doesn't pull my bike when he yanks sometimes. I got is fast and started using it right away. Amazing experience.
