4mo ago
I'm very dissatisfied with the final customer service. I was seeking a return/refund after being charged a ridiculous amount for a small yellow 12 oz bag of air dried beef (trial) and a 36 oz blue bag of chicken recipe. My Bank was charged around $75 when I received the 36 oz bag.....my mouth dropped. Who can afford to pay that for that amount for 36 ounces!!!! I'm a Senior and made the mistake of online ordering.....it simply out of my $$ range. I got a small $15.79 refund for the 12 oz trial but would not be given a refund for the 32 oz. "However" if I can get the bag to a shelter and get a receipt & get it sent to Sunday's THEN they say they will give me a 50% refund of the $75. Now I don't have s car and its hard to get around for a Senior. Not to mention the single and double digit cold weather we are having. I still cannot wrap my head around the fact that 48 oz of dry dog food is being sold for almost $90. That's with free shipping....but still is outrageous! It would be so much easier to just setup a post office pickup....why can't companies see where they can do better for seniors or anybody for that matter. BUYER BEWARE unless you have a fat checkbook.
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Madison M
Hi Connie! Thank you so much for providing your feedback. We’re so sorry to hear you were disappointed in your experience with us and would be happy to provide some clarification. The 12 oz bag you received was Chica Fina’s two week trial bag. We always send an email reminder ahead of your next order that confirms the full price and allows 48 hours to cancel the order or make any changes. Given this window to modify orders ahead of time, our money-back guarantee only applies to your trial order. While we understand the price to size ratio may be a shock, every bowl of Sundays is more nutritionally dense than your average serving of kibble (the higher volume of kibble is often attributed to the added fillers and synthetics, as well as the lower price). This means it may look like you’re feeding a smaller amount of food (hence the 36 oz bag), but your pup is still getting the right amount of calories and nutrients each day. We sincerely appreciate your feedback on making our return policies more accommodating for our senior customers and will be sure this reaches our leadership team.
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