This review is difficult to write…
This review is difficult to write because we’ve been loyal customers for a long time. We own around 12 of your harnesses, and until our last two orders, we’ve had nothing but great experiences. Unfortunately, one of our recent harnesses had a clasp that broke the very first time our Frenchie wore it. We understood that defects happen and didn’t make a big issue out of it. Then we ordered another harness in the exact same size (Large) as the other 12 we own, but this one is dramatically larger and doesn’t fit our dog at all. The sizing is clearly inconsistent. We reached out to customer service, not asking for a refund, but simply requesting an exchange for the correct size. Despite our long history as repeat customers and the obvious sizing issue, we were told that all sales are final and they refused to help. That’s what is so disappointing. We weren’t trying to return a used product or get our money back—we simply wanted a properly sized replacement. Companies earn loyal customers by standing behind their products when something clearly isn’t right. We have always loved this brand, which makes this experience even more frustrating. Losing a loyal customer over a simple exchange is disappointing, and I hope the company reconsiders how it treats repeat customers when genuine issues arise.