Doggytopia

Hi Lorraine, We prefer to keep things factual about the situation in which we were open to you returning and exchanging that hat you had incorrectly measured you dog for the size, which with the pictures and measurements you sent us, we could see was done incorrectly. We were still happy to help on the situation, but as you would not accept your error and turned abusive towards our staff, we did not engage any further. We understand customers make mistakes from time to time and happy to help with sorting it out, which you did not want to accept or proceed with. Kind regards, The DoggyTopia Team

Please don't make false statements. I never was abusive and provided factual measurements that did not correlate with advertised product. Such dishonesty on your part. Total rip off. Leave it at that.

Hi Nicolle, We’d like to be transparent about the whole situation for anyone to read and understand. 23/07/2024 @ 11:41 Matt @ DoggyTopia received your call asking if we can ship out an order that same day via Express to a location where you were picking up a new puppy. Matt advised that it was possible to do and done many times before (ship out same day and to a different address to where you live).

The order was placed by yourself to the address you selected. DoggyTopia had it to the post office that same day in under 3 hours of the order been placed to ensure it went out on time. DoggyTopia also covered the extra $40.80 on Express in good faith rather than asking you for more money or cancelling the order.

The delivery by Australia Post was attempted within 2 days of the 2-4 business day timeframe for rural locations. As the delivery driver deemed it too risky to leave unattended as no one was there to collect the delivery, the package was left at a local post office that same day.

Upon the call from your partner Morney that day, who stated you were there at 10.30 in the morning and the delivery wasn’t there, Morney was advised that delivery was not a timed service and was attempted at 7.36am. Matt advised it would be at the local post office to collect. You refused to collect and wanted DoggyTopia to send out another whole order which we were unable to do due to some items been the last ones we had in stock and had done everything possible on our end and wouldn’t bear the costs of resending when the situation with the delivery hadn’t been sorted.

The next day we received an email from you asking to redeliver to your NSW address, which we advised that there is generally a new shipping fee from Australia Post for sending to a different address and for further clarity on the delivery situation.

Later that evening the Negative reviews started and in subsequent days we’ve had multiple more along with fake and racist reviews and getting other family members to also leave negative reviews along with threatening emails in an attempt to bully and intimidate our business.

As a customer, you chose to send the package to a rural location without verifying or organizing the pickup details. If any specific concerns had been communicated to Matt, he would have provided the appropriate advice. However, based on the information given, he acted correctly and in line with what was discussed.

We understand your dissatisfaction with the delivery outcome, but it's important to note that the situation stemmed from a lack of planning and unrealistic expectations, none of which were within the control of Matt or DoggyTopia. It is unfortunate that blame has been placed on our business despite the circumstances being beyond our control while going above and beyond to have your order shipped out on the same day, along with the kindness of covering the additional costs without fuss.

As a business we decided to take a stand against your entitled behaviour and offered more than reasonable and cost free solutions for your puppy to still get the goods as we’d ship the goods at our cost providing the unrealistic, fake and inflammatory reviews be removed. Even after referring DoggyTopia to the OFT (Office of Fair Trading) whom closed the case immediately after they had all the details, we still continued to offer a reasonable solution for all parties. Still to this point, keeping your reviews, fake & family ones have proven to be more important than the goods for your puppy and instead have used your store credit to purchase other items from us via another family member.

As you’ve told us that been a fellow business owner, we’ve known full well of what you have been trying to do and found it disgusting to treat another business and individuals in that manner, which is why we’ve stood firm on our position, something we’ve never had to do like this in our 7+ years of been in business.

Justine & Matt DoggyTopia Owners

Hi Petra, Thank you for taking the time to leave us a review on our LED Visibility Dog Pendant and glad's it arrived nice and quick and working well. If we can ever assist or help with anything further, always happy to do so. Hope the night walks are much safer and better going forward. Tail Wags, The DoggyTopia Team

Hi Latisha, Thank you very much for the review, apologies we hadn't seen it till just recently. Appreciate your kind words, we love to be able to spoil pets everywhere, so fingers crossed you've got many great comments on it all. Hope your fur baby is still getting great use from the singlet & jumpsuit. Many doggy licks, The DoggyTopia Team