Business ProfileforThe Pug Life Store

I bought a harness less than a month ago (12-11-23). Upon receipt, I placed it on my dog, the fit was fine and she enjoyed it. In less than a week, she pulled me down on two separate occasions when she bolted and BROKE off TWO of the THREE rings, ripping them loose from the stitching on the harness. Last week, on January 2nd, I reached out via chat, explained the issue to someone and sent them a picture, including the two rings that were no longer attached to the harness. She offered me a replacement. I asked her, "Why would I want a replacement that would be no different than the one you sent me that is already broken?"After some back and forth, she took my information and told me that someone would be contacting me via email in the next ***** hours. To date, I haven't been contacted by anyone. Let me reiterate that ... A WEEK LATER, NO CONTACT. They don't have a phone number that's useful for anything other than "oh please see the website." You might as well not have a phone contact at all because that's useless as you have to go to the website to get the phone number. I just want a full refund as the harness didn't even last two weeks. I don't want store credit, They don't need it back as they can't resell it so there's no point in charging me to ship it back to them.It's well within the "Our best interests are for the customer and their fur baby, so with our guarantee, your purchase is covered for 365 days from the time of delivery in the case that your harness is defective or breaks within the 365 days and is unusable." That quote is literally word for word from their website.I want a full refund and an apology. I also want them to either take that stupid "informational phone number" off their website and put up an actual customer service phone number or not have a phone number at all. Calling a phone number that tells you to check the website and then hangs up on you is completely useless.