text: Horrible customer service The first part of this is not related to paws but is important to understanding why I am not very pleased with them We had been ordering Orijen on line for our dog because we did not know that we could get it locally Our dog had been on it for several months and always ate it very well We had one bag that as soon as we opened it our dog just would not eat for some reasonnnWe contacted Orijen they said they did not change anything but due to using poultry some bags may have a variance in flavor because of different ratios of light and dark meat and some dogs may just be a bit picky about that Orijen kindly offered to mail us a voucher for a free replacement bag of food from any Orijen retailer and suggested I either donate or throw away the food she will not eat Thumbs up for great customer servicennNow on to the Paws Holistic and bad service partnnWe still needed to get our dog a new bag of food quickly The woman at Orijen looked up retailers in our area and pointed us to Paws Holistic We went to paws and picked up a small bag of food our dog ate that no problem just as she had with previous bags We decided we would not go back to the online retailer now that we could get it locally for pretty much the same price We bought a couple of bags of food and treats from them over the next month or two while waiting for our voucher nnWhen I went down to Paws Holistic to redeem my voucher from Orijen I had the voucher a card from OrijenAcana addressed to me with a handwritten apologythank you from the customer service rep that signed the voucher and her business card The voucher clearly says across the bottom retailer please submit this coupon to your distributor for credit As soon as I showed him the voucher I knew it was going to be a problem Paws Holistic refuses to honor the voucher nnThey basically said even though they are an authorized Orijen retailer it is a pain for them to get reimbursed from their distributor and they would not take it It is nice that they will turn away a repeat customer because it might take a little work on their part with their distributor They began the argument that because I did not buy the questionable bag of food from them they do not have to honor the voucher which is complete bullshit The voucher is from the manufacturer and is good at any retailer I even offered to call Orijen customer service and let him talk to them to work things out but he was not interested in doing that nnHe then added that I cannot expect him to just give away a bag of food At this point I had pretty much had it with the attitude and excuses and replied I expect you to honor the voucher from the company that you are a retailer for and use as a selling point on your website and left He was not interested in doing right by the customer and tried pawning me off on another pet store which tells me it is not really that he cannot get reimbursed but he just does not want to be bothered with it Horrible customer service I am done with this placennUpdate We ended up taking the voucher to The Feed Bucket in Mooresville who had also seen them before and honored it with no questions asked It looks like I found my new source for Orijen food and I never have to go back to paws holistic YaynnFrom Manager KylennWere sorry you have had a negative experience at the store Because we could not verify the validity of the coupon we could not accept it Since you purchased the food online the company should have reimbursed you the full amount and sent you a replacement bag We would have given you the refund if you purchased the food here and it made your dog sick nnIm glad you found another place to satisfy your demands and we appreciate the feedback nnReplynI can tell by your response you are not sorry and this is just damage control for your poor servicennIts hard to verify something by refusing to put forth even the most minimal effort I had the business card of the Orijen representative that issued the voucher in my hand and was more than willing to call Orijen with the clerk to help address any concerns He was much more interested in trying to find a way to not honor it than actually trying to determine if it was valid and help me That is not saying much for his character It looks even worse if he really believed the voucher was not valid and his solution was to pawn me off on another pet storennAlso even though you seem to be quite hung up on it for some reason it really does not matter why I had a voucher from Orijen or where the problem bag came from Your store should have honored a voucher that came direct from the manufacturer They are the ones taking the loss not you Would it have been a different story if I had received the voucher to try Orijen for the first time I do not think so