Crown and paw phone number9/11/2023 ![]() ![]() After another week, I contacted them twice more asking for more information or else I would have to demand a full refund. They provided me with no actual information. I sent an email asking for an updated expected delivery time and received a vague response that only said they were "following up" on my order. My order was queued for printing for weeks past that date range with no progress. I placed an order on November 24th, 2022 and the estimated shipping time was Nov 28 - Dec 2. Even though advertise digital rendering at $10, whereas I spent $100 on a portrait that arrived damaged beyond repair. They are refusing to refund me the money for the purchase despite what what shipped was fully damaged on arrival, and are trying to make egregious claims about how the the digital artwork they develop is why they can't refund me for a physical product. When I picked it up, it had a clear piercing through the packaging and the artwork, rendering it unusable and damaged beyond repair.I've contacted Crown and Paw, and they initially offered to replace it, but the replacement artwork they are offering is a significantly lower quality image, and they are treating it as if I'm asking for a one-time replacement they offer, and not as if they are responsible for the product arriving damaged. Packaging was just thin cardboard wrapped lazily around the canvas artwork, not remotely sealed, with the shipping label and address information missing. Was delivered to the wrong address, was able to find it on my neighbor's porch, who gave me clearance to grab it myself. Ordered a canvas portrait from Crown and Paw in mid-December, on the 22nd it said delivered. Apparently a new shipping label has been made for my order today - will it arrive? I hope you can see why I don't trust that it will. I recognize that the company takes many orders and that mine is just one, but I cannot believe the sheer lack of caring or effort made to rectify the situation. Even with all of my requests, I have no idea if my pillow has been sent or has even been produced.I have never made a complaint like this before. They said it was "not policy" and refunded me $10 for shipping, which was honestly pretty offensive.No one has reached out to me without my asking for assistance or more information. After a fourth time following up with no information on whether they ever produced the pillow, I requested a refund. ![]() When the package had a label made but did not ship, I followed up a third time. When weeks passed and I had no update on the artwork, I followed up again. I promptly followed up to ensure that the order could still be fulfilled. I noticed that the online system did not track my order within a few days. It is now April 7 and the item has not shipped.At every step of the way, the customer service and professionalism has been poor. I purchased a custom pillow on March 2nd, 2023. ![]()
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