Dear Victoria
We’re very sorry to read this review and disappointed that you feel you received poor customer service.
We would, however, like to clarify the sequence of events. We responded promptly to your original email regarding the stitching and reviewed the photographs you provided. From the images, the damage appeared consistent with the dogs scratching and snagging the threads rather than a manufacturing fault, which we explained at the time.
Despite this, as a gesture of goodwill we offered you a discount towards an alternative style of collar. You declined this offer and, as there was no further action requested, we understood that the matter was closed. We therefore did not realise that you were expecting a further response to confirm your decision.
When you contacted us again today, we responded straight away. At no point have we intended to call you a liar, and we are sorry that our explanation of what we could see from the photographs has been interpreted in that way.
As a small business, we take product quality and customer service extremely seriously. We will always take responsibility where a product is found to be faulty, but we also have to make a fair assessment based on the information and photographs provided.
We’re sorry that on this occasion we have been unable to reach a resolution that you are happy with.