Thank you for taking the time to share your feedback. We’re very sorry to hear that you had difficulty getting the collar to fit properly and that our support did not meet your expectations. We understand how frustrating it is when a product isn’t working as expected, especially after you’ve invested over $50. Please accept our sincere apologies for any inconvenience and frustration this has caused you.
After you reached out, we emailed you detailed information on how to adjust and fit the collar correctly. The collar’s sizing can be tricky (adding or removing links to get the right fit), so we sent step-by-step guidance to assist you.
We provided our collar fitting guide by email, and the same “How to Size” guide is available publicly on our website at https://germanshepherdshop.com/pages/how-to-size
Our team also spoke with you by phone to walk through the fitting process. We genuinely attempted to guide you in real-time, but we understand that without seeing your dog in person, it can be challenging to get the perfect fit over the phone.
We recommended consulting a professional dog trainer only because certain collars (especially training collars with removable links) sometimes require a hands-on fitting. Our intention was to ensure your dog’s collar fits safely and comfortably. A trainer or an experienced person can often make quick adjustments in person that are harder to explain remotely. We never meant to brush you off with “we only sell them, you need a trainer,” and we’re sorry if it came across that way. Our goal was to provide the best possible advice for your dog’s well-being.
Your satisfaction is extremely important to us. We apologize that our answers didn’t resolve your issue and for any misunderstanding in our communication. Please know that we truly appreciate your business and your patience. If the collar is still not fitting correctly, we would be happy to explore other solutions with you.
