Spot & Tango

Hello Brahm, I firstly apologize for this misunderstanding and have reached out directly to you over email to come to a resolution. Feel free to respond to that email in your own time. I did want to be sure to address a few of your concerns. When signing up for the trial order, we explain that you are signing up for a subscription service, and provide the detail that your first full order will charge exactly 14 days after your trial order is placed. I am sorry if this detail was missed, and I have shared that insight with our internal team to review so we can improve our service. Second, i did want to clarify your comment about how available our customer service team is. We responded to your email an hour after you sent it last evening (Sunday night). I do apologize if that was not a fast enough response, but our team makes sure to respond as soon as they receive an email. If you were referencing our phone line, we are available 7 days a week from 9-5 ET at +1 (718) 514-6292. So while we do have extensive hours for email and chat, we currently only offer our phone services during business hours 7 days a week. I again am sorry about this experience but hope that the resolution I provided in my personal email to you helped to make things right. Please feel free to respond to that email if you have any further questions.

Hello Katherine! Thank you for sharing your feedback with us, and I apologize for any misunderstanding about our subscription process. I am happy that you had a good experience with one of our CX Specialists to get this resolved, but understand how surprising an unexpected charge can be. I have made sure to share your feedback with our internal team to see how we can improve our customer experience moving forward, so thank you for taking the time to share your thoughts. I also made note of the suggestion to have email reminders set up, which is something we do offer, it just needs to be toggled on in your Customer Portal. I have noted this feedback and hopefully we can improve in the future! Since you mentioned your pups weren't eating the food, I did want to suggest trying to add some warm water or broth to the food as this is what helped me when transitioning my dog Kam onto Spot & Tango. The water helped bring out the scent and flavor of the food, and now he loves his UnKibble meals. and no water is needed! So if you still have any on hand, this might be worth trying. Thank you again for your feedback and I truly am sorry about the misunderstanding about the subscription. We share that we are signing up for a subscription during the checkout process, and explain that the first full order will process in 14 days, but I have absolutely shared your experience with our team. Have a wonderful rest of your day, and thank you for giving Spot & Tango a try!