Wag and Wild side of the story.... seems like they did what they could but still unable to please that bitch who was out to screw them.
We refer to the incident involving the sliding gate outside the facility of Wag & Wild on the 23rd of August 2020 that has gained significant controversy since the affected customer posted it online on the 3rd of September 2020.
We had initially responded with a public apology and assured customers that the gate was immediately reinforced on the day of incident with additional safety measures. We have also posted a certificate of inspection by a third party Professional Engineer to certify that the gate is structurally safe.
Many of our customers have started questioning the details of her demands and have requested that Wag & Wild comes forward with their side of the story for a fair judgement to be made. We shall clarify accordingly:
1) Upon learning of the incident, the general manager of Wag & Wild was on-site within 45 minutes to meet with the affected customer and her husband. Our managers’ first priority was to offer to call for medical assistance, of which the customer declined and said that she will do it on her own after a discussion with us.
2) Our general manager was deeply regretful and apologetic of the incident and had offered to cover their medical bills as well as a complementary unlimited 1 year free access for her family and dog. The customer said it wasn’t enough and asked that we pay them $10,000 in compensation. The general manager explained that the business had already been severely hit financially by the Covid-19 pandemic and that it wasn’t feasible. The customer requested that they would get back to us on their desirable compensation.
3) Later that night, we received an email from the customer of their medical bill of $233.50 as well as a letter of demands with a total estimated approximating $30,000. This well exceeded their initial compensation request of $10,000. These demands include lifetime memberships for their dog and a friend’s dog as well as exclusive 2 hour annual private events for them and their invited friends.
Do note in her Facebook post she said, and we quote “I cannot in my good conscience recommend W&W to other fellow dog lovers”
4) We were asked, via SMS, to provide our acceptance of all their requests by 17:00, 31st August 2020, and stated that they were not willing to negotiate. As we were unable to accept the requests, she proceeded to share her experience online.
5) We have also requested, on the 31st of August via SMS, for the customer to share their bank account details to allow us to make the transfer for the medical bill. However we have not received the requested details.
6) We quote that the customer sent us an SMS on 31st August saying “We note that you have taken measures at your end to rectify structural works and procedures at your end…” but went on to post on Facebook publicly on the 3rd of September, and we quote “we do not have confidence that the company will be undertaking any proper measures”
We wish to ascertain that we had no intention to bring the details of this incident to the public but the judgement of inconsideration and irresponsibility on our end by the public has compelled us to come forward with the facts.
We assure customers that we will continue to prioritise the safety of all pawrents and furkids in our facility at all times.