Ruff Rollin'

Thank you Dean, my experience with you and the compassion that you show towards pets that are in pain is unimaginable. This photo was taken almost 7 weeks ago. This was the day we placed our order. The communication was next to nothing unless I called while the business was closed and received an answering service or called from a private number. When I was able to finally get ahold of Dean, the blame was on the shipping company, however, my shipping label that was provided by tracking number was for a 6lb package. I cannot imagine that a wheelchair for a 65lb dog only weighs 6lbs. I was promised a return call after the "lost package" was investigated to initiate my refund. This man never returned my call, updated me on the order, or processed a refund. My purchase was over $700 and the only way I received my refund was by disputing my bank charge for an item that was not received. It is ashamed that this company looks like it cares about the well being of animals, while my pet has continued to be immobile.

Took 4 months to get my wheelchair. I understand it's custom and it takes time but everytime I spoke with someone it was a different answer. The first time I called they said it normal takes 4-6 weeks. The second time I called after waiting that long I was told he was having health issues and it would be sent out next week. More weeks went by and still nothing. I called for a refund because it had already been 3 months and got nothing and I got a phone call back saying he has been having health issues and he will put a label on the wheelchair tomorrow and I will get an email with the tracking number. The next day still nothing. I emailed and called 2 more times for a refund and never got an answer back. I emailed one more time saying I was going to the better business bureau to get my money back and magically the cart shipped. I understand life happening and/or getting sick but there is no communication and empty promises. If the work load is to much for u then hire more people. My animal had to go 4 months without walking since u took forever to build this.

I really hate to leave a negative review for a small business & these wheels look like a great fit for our dog compared to other custom wheelchairs. I just wish there was honesty from the start, instead of constant run around & empty promises. I would understand it taking months if I was told from the beginning what the timeline looked like. I was trying to be patient & understanding, just giving it time (our vet is over it at this point and asks me every time we see her). I ordered in March & still have not received anything. I was told May 21st that latest they would ship is the day after Memorial Day. He doesn’t have our second set of measurements, so I know they still have not shipped. My vet, my husband & myself have all been calling, using the chat feature on the website, emailing, and messaging on social media & I have only been able to get in contact twice. Both times telling me the wheels would ship by the following week & then nothing and no follow up. We see our rehab vet twice a week & she just wants me to dispute the charges at this point and find a different company. She even spoke with Walkin’ Wheels as they sponsor her practice & RR is sold on their website, but they don’t own RR so there was nothing they could do but offer us WW products which we don’t need. Our dog is having compensatory issues & not able to progress in treatment from our current wheels not fitting well. I really just want the wheels as they will work best for our dogs issues. Without any communication I am at a loss of what to do at this point other than to dispute the charge (and I have never disputed a charge).

Working with Lynzzie and the Ruff Rollin team was so easy and helpful! The rear wheel cart they custom made for our 15 year old pug has made daily walks continue to be possible for him, even as his back legs have failed. He seems just like himself when he is walking/wheeling down the sidewalk, attracting lots of happy attention from passers-by. The measurements were easy to take and the Ruff Rollin team was so patient with all of our questions!

I am extremely disappointed in this company that took my money, BUT NEVER provided the wheelchair for my dog. I called after I ordered the chair to go over measurements, I did not receive a call back. After I completed the payments on Affirm, still no chair or phone call. As soon as I gave a negative review, I finally got a call to take down the negative review. This review will NOT be taken down, don’t bother to call. I just want the chair. I was very patient and understanding because of said hospitalization, you promised a wheelchair would arrive over a month ago!! Still no chair!! This is horrible customer service. I am extremely disappointed. My dog is 15. I hope the chair arrives before he passes away! You should be ashamed! I paid over $500 dollars. I feel cheated and lied to. 7/10 They have still not returned a phone call, nor have I received a chair or refund. Horrible. 7/17 Left another message that I want a refund!! That’s it! Just give me a refund!!!!!!