Hello Robin,
Thank you for taking the time to share your detailed feedback about your recent Help 'Em Up Harness purchase. We apologize that your experience did not meet the high standards we strive to maintain.
We want to address several points from your review. Our records show we did communicate with you not just via chat but also by email when you were unable to reach us by phone since the call took place outside of business hours. We understand phone communication can be challenging, and we're always working to improve our responsiveness.
Our records also indicate that the package was delivered within our standard shipping timeframe for the shipping speed selected, as we present prominently on each product page, highlight in our chat, and mention in detail in our Help Center.
Regarding the harness fit, we'd be happy to help you achieve the optimal sizing and adjustment for your dog. Our team is available to provide personalized guidance to ensure the harness works effectively and comfortably. We recommend scheduling a quick fitting consultation, during which we can walk you through proper strap adjustment to prevent the issues you've experienced with strap length. For quick assistance, you can also refer to the Quick Start Guide you received with the harness since it also addresses this fitting tip.
While our exchange policy is actually 14 days (not 7), we recognize the frustration of a product that doesn't immediately meet your needs. We're committed to finding a solution that works for you and your dog. Would you be willing to connect with our customer experience team to discuss sizing, adjustment techniques, and potential exchanges? We genuinely want to resolve this and ensure you have a harness that meets your expectations.
We appreciate your patience and the opportunity to make this right.
Sincerely,
Help 'Em Up Team
