Business ProfileforBaxter Boo

*** PLEASE READ BEFORE YOU ORDER *** I'll start by saying Baxterboo came HIGHLY recommended. However my experience with them? I've never been more disappointed with a small business ever in my life. I made an order. Specifically said to be delivered to the BACK DOOR in my delivery instructions. Fed Ex tossed it out front and it of course fell victim to porch pirates. I contacted Baxterboo THAT DAY. Worried if a reorder would make it in time for Christmas. The rep was uncertain. I asked for a store credit instead of a refund, I still wanted to give em a shot. That night I dedicated hours running to several stores spread a distance from each other to grab what I really wanted to be under the tree and decided to reorder stuff later that didn't matter if it arrived by Christmas or not. The next day I did a chat to confirm that the credits were placed. Sadly we live in the age of halfway effort in most *** reps and I have to double check for peace of mind. The next rep, distracted. Didn't pay a lick of attention to what I was typing and confusing what I said with that ever phone call they were on as well. Patience wearing thin, I asked for a manager. Within minutes **** contacted me within minutes. He was pleasant and helpful. He apologized and we agreed I'd get back the total missing in store credit. And assured me I can choose an alternative carrier on my reorder. I completed that conversation feeling half way satisfied to give them another shot. This was Monday. On Friday I put together a small reorder ready to use store credit **** said he issued "as we talked right then & there". I ordered stuff I knew the furkids would eventually be needing. An instead of waiting until then, in an age hackers ect I decided to not wait too long and just place the reorder. Well upon checkout my 10% off wasn't there as a new customer. And for payment methods available there was NO store credit on my account as I was told there would be. A bit confused and a tad irritated I again initiated a chat. Got rep ** again, this time they were more attentive. She mentioned that my card was refunded, that no store credit was issued. Shocked I told her she HAD TO BE MISTAKEN. And politely asked for ****. He wasn't quite in yet. And I ended up leaving a message for him to call me ASAP. Well after 5 hours of waiting he called. In the time I was waiting I did some research and sure enough he credited my original payment method. Which on his 2nd call back, interaction #5 with this company over 1 order. 1 flippin order. So there we have it. I was refunded and there was no store credit. He "hit the wrong button". Well isn't that great!? Sure I'm okay with being refunded for that missing order. There was a specific reason I asked for a store credit. Covid shutdowns and limited work hours affected our family big time this year. My husband is an exterminator. Going into occupied homes was extremely difficult. We set aside money for this and that. We saved everything we could for Christmas. I spent more going to those brand name stores, getting minimal for them for Christmas thinking in my head I can always come back and treat them. They deserved it. They kinda took a back burner in the toy area during the shutdowns. Well thinking that credit was there and a steady flow of $ in and out of my account Christmas shopping, I missed the refund and ultimately it was unknowingly spent on a ****. Meaning the cash I saved for my furkids didn't even get to go to them ?? all I wanted to do was spoil them. They deserved it after being so good with the old toys while we got caught up. And now they're S.O.L. because the shipping carrier was too lazy to walk the extra 20ft to secure my package in a safe area as instructed, the *** reps couldn't even hold a conversation and didn't even forward the issue to a supervisor until my 2nd interaction and even then I couldn't count on the supervisor to take proper care of the issue and refund/replace as requested. I asked for credits for a reason. SO SOMETHING LIKE THIS WOULDN'T HAPPEN. That $$$$ was dedicated to them. But you guys care sooooooo much about animals right? You know how people like to be treated... right? Well tell that to my furbabies who lost out on this one. All I can say is I'd you had a good experience I'm glad, I was really hoping to as well. If you've never ordered from here yet, do so with caution.