Pet bed buyer beware
By Christie Keith
November 13, 2007
If you’re planning some holiday pet bed shopping, I have some beds I recommend you not buy.
Several months ago, I wrote about how hard it is to find really good quality dog beds for giant breed dogs. A few people suggested I try Mammoth Dog Beds (which actually makes beds in all sizes, including super-sized). When my mom said she wanted to buy my dogs new beds as a gift, I ordered from them.
I wish I hadn’t.
I loved the beds when they first came, although they were jammed into their boxes so fiercely that getting them liberated from the cardboard required two people and a knife, which I thought was a bit of overkill. Still, it was a one-time thing, quickly forgotten.
The beds seemed comfortable, the covers were attractive, and the dogs loved them.
And then I washed one of the covers. I followed the directions exactly: Cold water, dry low. And the cover shrunk several inches, so much so I can no longer get it on the bed.
I immediately went to the website to see if I could get a replacement cover and find out how exactly one is supposed to wash these beds. The phone number was for orders only, and no one answered it anyway, so I used their email contact address. I’ve emailed them twice now, and it’s been more than a week and I’ve had no response.
I tried using their website contact form, but it keeps telling me my email address can contain only digits, letters, whitespace, and the “@” symbol. The problem is, my email address DOES only contain those things. It also keeps telling me that my “suggestion” can only be 200 characters long. That’s a bit short to give them the scoop on my problem, but more to the point, even when I edited it to less than 200 characters, it still gives me that error message.
Thinking it might be a Firefox problem, I tried it on Explorer, only to get the same result.
I tried their “Live Chat” option, only to be told there are no operators available. They had a different email contact form for wholesalers and “affiliates,” but they said they can’t handle order problems or sales, and referred me to the phone number no one ever answers.
So… I can’t call them. I can’t email them. I can’t contact them through their website. They didn’t have any trouble taking my money, but I guess once that part of the transaction’s done, they don’t have any system in place to hear from their customers afterward.
I wonder what would have happened if my email had “Media inquiry” in the subject line instead of “Problem with my order”?
Even the whois information is obscure:
Domain: MAMMOTHDOGBEDS.COM
Registration provider: KingRegister.com
Registrant
SecureWhois, Inc.
SecureWhois, Inc.
rHMjNGKBRRs@securewhois.com
904 S. Roselle Road #136
Schaumburg, IL 60193 US
+1.6306727455
+1.6306727455 (FAX)
Administrative
SecureWhois, Inc.
SecureWhois, Inc.
vHgJPGKcYrW@securewhois.com
904 S. Roselle Road #136
Schaumburg, IL 60193 US
+1.6306727455
+1.6306727455 (FAX)
Billing
SecureWhois, Inc.
SecureWhois, Inc.
vHgJPGKcYrW@securewhois.com
904 S. Roselle Road #136
Schaumburg, IL 60193 US
+1.6306727455
+1.6306727455 (FAX)
Technical
SecureWhois, Inc.
SecureWhois, Inc.
vHgJPGKcYrW@securewhois.com
904 S. Roselle Road #136
Schaumburg, IL 60193 US
+1.6306727455
+1.6306727455 (FAX)
Record created on May 07, 2003
Record last updated on April 07, 2007
Record expires on May 07, 2008
Domain Name Servers:
NS5.HOSTEXCELLENCE.COM
NS6.HOSTEXCELLENCE.COM
The previous information has been obtained either directly from the registrant or a registrar of the domain name other than Network Solutions. Network Solutions, therefore, does not guarantee its accuracy or completeness.
Show underlying registry data for this record
Current Registrar: INNERWISE, INC. D/B/A ITSYOURDOMAIN.COM
IP Address: 66.84.31.125 (ARIN & RIPE IP search)
IP Location: US(UNITED STATES)-OHIO-GROVE CITY
Record Type: Domain Name
Server Type: Apache
Lock Status: clientTransferProhibited
Web Site Status: Active
DMOZ no listings
Y! Directory: see listings
Web Site Title: Dog supplies,wholesale dog beds,Mammoth dog beds wholesale.
Meta Description: Pet supplies,dog supplies,wholesale dog beds,wholesale pet beds,All sizes & styles - Breeders choice.
Meta Keywords: wholesale dog beds, pet supplies, dog supplies, dog bed manufacturer, dog beds,dog bed,extra large dog beds,extra large dog bed,large dog bed,large dog beds,wholesale dog bed,wholesale dog beds,discount dog bed,discount dog beds,luxury dog beds,luxury dog
Secure: No
E-commerce: No
Traffic Ranking: Not available
Data as of: 28-Aug-2005
Comment by Matt — November 13, 2007 @ 7:00 am
ah, welcome to the world of Internet customer service.
Yes, it’s all about that first sale. Followup? Guaranteed products? it is to laugh…
But it’s just as bad with the airlines.. ever tried to reach a human being if you have a problem with a ticket? You MIGHT get some outsourced overseas clerk who barely speaks English and can only read from a script.
In the long run, it really does pay to buy from established companies even if it costs more.
Comment by EmilyS — November 13, 2007 @ 8:24 am
I also recently needed a new bed for my 75lb. collie dog after four years. The old one and the new one came from Drs. Foster and Smith. The old one came with two covers, both of which laundered up fine in warm water and are faded and worn but still useable. The bed itself had compacted somewhat over time and I thought Niki deserved a nice, new bed. I shopped all over the internet and ended up buying another bed from them, the “Ultimate Classic”. Nice, sturdy sage green cover and the lining is in baffles so it doesn’t bunch up. Niki likes it, which it what counts in the end and his old bed is now in the bedroom, which he seems to like, too. (New one is in the living room)I think that you would be very happy with this bed for your pups. What a drag that you got ripped off that way.
Comment by Susan Fox — November 13, 2007 @ 8:26 am
Look into Big Shrimpy beds. So far I love the 2 I have (and I have German Shepherds). T
hey are filled with fleece scraps, with an inner liner and a outer cover. You can take the entire thing apart and wash it, including the filling.
I have not had one destroyed yet and I have washed them in their entirety and my only complaint is it is a lot of loads for a large bed.
They also have cat sized beds. NAYY just a very happy consumer.
Comment by Bridget Garza — November 13, 2007 @ 8:56 am
I have had good luck and good service with the Orvis and Drs. Foster and Smith beds. If I remember, though, they don’t made them large enough for Christie’s Borzoi and Scottish Deerhound.
I got a Mammoth a while back, and it’s nice. But I haven’t washed the cover, and haven’t tried to get help from them, so C’s experience is interesting.
Best beds I have are some oval ones I got at a dog show. The problem with those is they need to go to the triple-wash-size machines at the laundromat to clean, and who the heck has time for that?
Although honestly, their favorite bed is mine, of course.
The dog beds are just what they “slum” on while I’m working in the office (with its tile floor).
Update: I pointed a friend to the post. She hasn’t tried to deal with customer service, but she also hasn’t had a problem with the beds:
“Just shows how different people’s experiences can be. I am laundry impaired and I’ve washed both covers and the internal parts of the bed numerous times in warm water & put them in the dryer. No problem getting them back on with the velcro. Not one has been chewed up.
I like the Big Shrimpy bed but it is a lot more expensive, you really can’t wash the stuffed lining that is 1,000s of pieces of recycled fabric. The internal cover is not waterproof as they claim. I keep a double throw cover on top of it to try to make sure there are no leaks. The dogs don’t like it as much as the Mammoth.
The Orvis bead filled bed is a favorite but it is expensive. I think you can get a waterproof liner.”
Comment by Gina Spadafori — November 13, 2007 @ 9:12 am
Oooooh, I LOATHE covert companies.
No trademark registered in the US for “Mammoth Pet Beds.” None in Australia either.
Have sent you an email, Christie. Looks to me like your best bet is contacting:
Distinguished Dog Club Inc.
1230 Kingston Road
Scarborough, ON
Telephone: (416) 693-2626
[DDC, Inc., apparently owns Mammoth Pet Beds]
Comment by Lynn — November 13, 2007 @ 9:22 am
If you’re at all handy, you can get a memory foam mattress topper from Overstock.com:
http://www.overstock.com/searc.....pper%29%29
and a couple of sheets or blankets and stitch them into covers. I bought a topper for my bed wwhere all the sizes were being offered at the same price. I have a Full size bed, so I cut off the excess and turned it into dog beds!
Comment by The OTHER Pat — November 13, 2007 @ 9:30 am
Handy, not so much… I don’t even change my own toenail polish. ;)
I found a non-sales number for them, but it’s also on voice mail. They are a Canadian company, it seems, but with a US address.
What’s ironic is that I wouldn’t have been that upset about the cover shrinking — stuff happens. What’s got me so irate is the complete lack of accountability on the part of the company. It’s made me extremely wary of doing any shopping with Internet companies anymore.
I agree that the Foster and Smith beds are great, and that company has wonderful customer service. What the problem is, the beds weren’t as big as I wanted, and the covers didn’t come in any kind of color or pattern that went with my home. I’ve used those beds for years and would have happily done so again, if it weren’t for those two problems.
Live and learn. I’m protesting the charge on my mom’s credit card (she bought these as gifts for my dogs). I suspect that will get their attention PDQ.
Comment by Christie Keith — November 13, 2007 @ 11:57 am
That is SO not true. Christie is VERY handy.
Why, once when I was at Christie’s she changed the trash bag all by herself.
Comment by Gina Spadafori — November 13, 2007 @ 12:21 pm
Sounds pretty handy to me! (Especially if she used both hands!)
Comment by The OTHER Pat — November 13, 2007 @ 12:25 pm
Truly am grateful for this information, Christie, as I’ve been shopping online for a bed for Keagan (Howard Huge) with no luck myself. Saw the Mammoth beds but they didn’t seem to compare favorably with Drs F&S so I’ve been holding off. Wonder what all those big guys have been sleeping on—-other than people beds. I’m thinking of having two made at the local upholstery shop from memory foam with removable covers that match my decor. Why this may be the beginning of a new business!
Comment by Nadine L. — November 13, 2007 @ 12:54 pm
Well, American Express put a hold on the charge and said the’d investigate. Hopefully that will get them to respond to me.
Comment by Christie Keith — November 13, 2007 @ 1:45 pm
Have you ever given any thought to using baby crib mattresses?
I use those for my basset hounds. They’re less expensive then dog beds, many come with a vinyl cover, and you can buy covers and sheets for them at any discount store.
Comment by Andrea — November 13, 2007 @ 3:36 pm
Would those be big enough for Christie’s hounds?
Comment by The OTHER Pat — November 13, 2007 @ 4:35 pm
This is part of a continuing saga, by the way.
See, Christie’s home is beautiful, her dogs are beautiful and she herself is beautiful. It’s the most stunning effing family and home in the world. (Her brothers and nephews are extraordinally handsome, too!)
So … dog beds must be not only comfortable and spacious, but also beautiful.
Baby mattresses would not be acceptable, trust me. :)
Comment by Gina Spadafori — November 13, 2007 @ 4:41 pm
So have her steal Nadine’s idea. Buy a bunch of memory foam, and then hire a tailor or an upholstery shop to make the custom covers for them! (Bet it wouldn’t run as much as you think if you shopped around a little.)
Comment by The OTHER Pat — November 13, 2007 @ 5:10 pm
Christie, here’s a company that offers dog beds and sofas, and will upholster with your own fabric. Removable slipcovers would be in order.
http://www.bigdogbeds.com/index.html
Comment by Nadine L. — November 13, 2007 @ 6:56 pm
I found these to be quality beds at a reasonable price. Easy to zip covers that wash up great. They even washed the cover before shipping the bed. Denim goes with everything, right? Great email contact with the owner with a sense of humor.
http://www.victoriapeak.com
Comment by kb — November 14, 2007 @ 4:00 am
BTW, I wonder how fast Christie will hear from them now ;) The pen is mighter than the unaswered phone.
Comment by kb — November 14, 2007 @ 4:05 am
So glad I found this info on Mammoth Dog Beds (
DDC, Inc., what a joke!). I have similar customer service issues.
I ordered 2 “orthopedic foam” hospital grade vinyl-covered large dog mats. Seeing the box for the first time, I wondered if my order had been switched; same manner of shipping in the undersized, bulging box…I have sore fingers and 2 broken nails! I ordered their “port wine” color but received light pink. Pink & mauve were 2 other colors offered in the drop box color selection but their order confirmation via email correctly showed “port wine”. Immediately I tried to call, but no answer and the “live” online chat assistance was unattended. Next day a rep answered, was rude, told me I should have no complaint because I received such a quality product and also scolded me because I received free shipping and a $10 discount.
These special offers were proudly plastered & flashing in several places. In wandering through their misdirecting website my attention was directed to a $10 off promo code, which I used. Free shipping & the discount were confirmed back to me in the email order confirmation, which indicated a total $69.98 charge to my Amex. The packaging, wrong color, the rude rep are three wrongs in my book. Time to call Amex… shocked by surprise #4: Amex revealed that Mammoth had charged an even higher amount of $82.90. Of course it is now in dispute. Yesterday evening my husband, an attorney, sent an email to mammothsupport@aol.com, advising them to expect a dispute via Amex and that we now have a legal issue. Seldom does one see AOL used for business email. Somewhere behind the scenes and after hours, someone surprisingly responded right away! Of course there was no offer to resolve the problem.
We await, with only one thing to say at this point: “Buyer beware of Mammoth Dog Beds, Mammoth Outlet, and DDC, Inc.!
Comment by Kay — July 16, 2008 @ 7:49 am
Very helpful as I was thinking of ordering a bed, but something just did not seem right. Mammoth’s web site looks suspiciously bland. I performed a Google maps search of the address provided, and it points to a UPS distribution facility. I found confirmation of this at the following link: http://transport.kellysearch.c...../350035722
Comment by Bill — October 30, 2009 @ 10:45 pm
Thank you Christie & others for posting your experiences. I was just about to order from Mammoth, though was wary for several reasons including BBB’s “C” rating. Seems they have changed their website host (see below), but still private, no business info listed. I will not do business with a company that hides behind their registrar.
Registrant
Domains by Proxy, Inc.
(480) 624-2599 Phone
(480) 624-2598 Fax
DomainsByProxy.com
15111 N. Hayden Rd., Ste 160, PMB 353
Scottsdale, Arizona 85260
United States
mammothoutlet.com@domainsbyproxy.com
Administrative Contact
Registration Private
Domains by Proxy, Inc.
(480) 624-2599 Phone
(480) 624-2598 Fax
DomainsByProxy.com
15111 N. Hayden Rd., Ste 160, PMB 353
Scottsdale, Arizona 85260
United States
mammothoutlet.com@domainsbyproxy.com
Comment by Barbara — November 13, 2009 @ 11:40 am
Is’nt it funny how one company can get bashed for the gain of others. Do none of you have a life but to post crap and dig into matters of which don’t concern you. Did any of you really get ripped off. Did you post when you got a refund and some. Did you pay Dr Fosters and Smith prices for anything. I am sure they would charge double just to satisfy you and your childish behaviours. I am sure if they did so and hired a 24 hour customer service agent to answer your every whim you would still be unhappy because it’s in your nature. Your not happy let’s blame somebody else. I just ran across this lousy stupid site and realized that the author is not credible and this post was a paid attempt to defame a company. I have a Mammoth bed and they have always taken care of my needs. I don’t expect a reponse by e-mail within 2 minutes. I can respect that they are busy and still in business since 1995. I could say little about other companies with such a track record. They must be doing something right. Just read the customer comments for yourself. Goto the outlet store and click on reviews. All true and the pictures say it all.
Comment by Joe Bob — November 25, 2009 @ 2:33 pm
LOL, Joe Bob, yes, I did update the story here and here and here, and also fielded an email from the owner of the company — 2 years ago when this happened.
But hey, thanks for playing!
Comment by Christie Keith — November 25, 2009 @ 4:44 pm
Oh Joe Bob — and for whom do YOU work?
Nevermind.
We already know.
Comment by H. Houlahan — November 25, 2009 @ 4:53 pm
Yeah, yet another reason to remember not to deal with Mammoth.
Comment by Lis — November 25, 2009 @ 7:55 pm
I was just considering buying two of Mammoth’s waterproof large dog beds for a collie and a golden. At the price of $140/each, I want to make sure of everything and tried their on-line customer support. NO SUPPORT alive and well. I emailed them mentioning the potential sale and please answer some questions - NOTHING. They are frozen up there in Canada!
Comment by Sue Ziegenhorn — December 23, 2009 @ 8:33 am
I had the SAME problems as Christi. WRONG fabric, WRONG color, and ZERO response from Mammoth Beds. They do not care AT ALL about the customer. Usually I check all these things but I missed the boat on this company. I will NEVER order from them again.
Comment by keywestcarolann — March 15, 2010 @ 12:00 pm