Horrible customer service! The first part of this is not related to 4 paws but, is important to understanding why I'm not very pleased with them. We had been ordering Orijen on line for our dog because we didn't 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 reason. We 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 won't eat. Thumbs up for great customer service. Now on to the 4 Paws Holistic and bad service part... We 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 4 Paws Holistic. We went to 4 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. . When I went down to 4 Paws Holistic to redeem my voucher from Orijen I had the voucher, a card from Orijen/Acana addressed to me with a handwritten apology/thank 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, 4 Paws Holistic refuses to honor the voucher. They basically said even though they are an authorized Orijen retailer it's a pain for them to get reimbursed from their distributor and they would not take it. It's 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 didn't buy the questionable bag of food from them, they don't 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. He then added that I can't 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's not really that he can't get reimbursed but, he just doesn't want to be bothered with it. Horrible customer service, I'm done with this place. Update: 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 4 paws holistic. Yay! From Manager: 3/21/2014 Kyle We're sorry you've 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. I'm glad you found another place to satisfy your demands and we appreciate the feedback. Reply: I can tell by your response you are not sorry and this is just damage control for your poor service. It's 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's not saying much for his character. It looks even worse if he really believed the voucher wasn't valid and his solution was to pawn me off on another pet store. Also, 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 don't think so.
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