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post #1 of 33 (permalink) Old 02-23-2009, 01:28 PM Thread Starter
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Thumbs down VERY displeased with Primo Pads

I ordered 2 primo pads, and both have been destroyed. No problem, they're guaranteed right? Well, they are, but good luck getting your replacements. I contacted Gary ( the owner) nearly 2 months ago (!!!) that both were destroyed and sent pictures for proof. I was reassured I'd get replacements. Well, I STILL haven't. I haven't even heard from him for about a month now. I got an email about a week after I sent the pictures saying I'd get them shipped in a week, that he was a at a show and would send them upon arrival. I sent an email directly to him asking him for tracking information, and a reason for why they weren't sent more promptly. No answer. I have YET to get my replacements.
I'm angry. I don't CARE that you're a small business trying to do it on your own. At least take the time to contact your customers if you're going to be SO drastically late in getting them shipped. I've had more than one person contact me because they've ordered their beds, and haven't heard anything for extended periods of time OR recieved their beds.
Try something else. This product isn't worth the hassle.
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post #2 of 33 (permalink) Old 02-23-2009, 02:03 PM
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wow sorry to hear. I was going to give them a try after wyatts destruction of the duracrate pad. But I decided instead to try to duracrate pad that has the crate ties vs just the pad that doesnt attach to anything. I've heard him several times doing what I refer to as digging to china and he's not been able to get one little piece of fabric into his mouth to start a hole.

Its been in there for a while and he's not been able to put a dent in it. The duracrate doesnt have the same guarantee as the primo pad and it sucked having to get two.. but if the folks from primo arent really honoring their warranty in a timely fashion you gotta do what you gotta do.

The only downside to the dura crate pad with the ties- is that when I send him to a handler we have to wing it with bedding because I can't take his crate pad out that has been lashed with a zillion zip ties. But a small price to pay for a bed that's intact.
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post #3 of 33 (permalink) Old 02-23-2009, 02:26 PM
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I absolutely LOVE these, never ever had a problem. As long as they are in crates they fit in
I have one that I threw on the deck to wash and Token chewed a hole in the corner, contacted Primo told them what happened, just took it to a show and exchanged it
I suggest asking what shows he'll be at, just bring it with and he'll trade it no problem
Have you mailed the torn up pads to him? I have heard him mention multiple times to just mail them back w/ your address and he'll send out new ones
I have them in all the crates in the van, all the folded show site/hotel crates, all the crates in our house as well, plus the whelping box, one cut to fit the floor next to the whelping box and not a problem.. and my boy is a chewer and he hasn't put a dent in these..
oh dobes are their need to destroy things..


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post #4 of 33 (permalink) Old 02-23-2009, 02:37 PM
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maybe I should get one of these for when Wyatt goes with Nikki to shows... hmmm.. if he tore it up while with her she could just hand it over to the guy... but if he's local he might not be able to be at the shows in Ninabug's area... or mine for that matter... right?
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post #5 of 33 (permalink) Old 02-23-2009, 02:44 PM
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maybe I should get one of these for when Wyatt goes with Nikki to shows... hmmm.. if he tore it up while with her she could just hand it over to the guy... but if he's local he might not be able to be at the shows in Ninabug's area... or mine for that matter... right?
He seems to be all over, but I don't think he gets to either coast real often, I know he goes to the big shows on the coast euk/westminister/ect
I have seen him in Arkansas, Oklahoma, Kentucky, Missouri, Iowa, Texas, Chicago, Michigan @ UKC Premier show, Doberman Nationals


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post #6 of 33 (permalink) Old 02-23-2009, 02:50 PM
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oh wow- just went to the primo site and see where they now offer the same thing as duracrate with their new lock down system. Nina- if you exchange- maybe ask for that instead!
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post #7 of 33 (permalink) Old 02-23-2009, 02:59 PM
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Quote:
Originally Posted by Ninabug View Post
I ordered 2 primo pads, and both have been destroyed. No problem, they're guaranteed right? Well, they are, but good luck getting your replacements. I contacted Gary ( the owner) nearly 2 months ago (!!!) that both were destroyed and sent pictures for proof. I was reassured I'd get replacements. Well, I STILL haven't. I haven't even heard from him for about a month now. I got an email about a week after I sent the pictures saying I'd get them shipped in a week, that he was a at a show and would send them upon arrival. I sent an email directly to him asking him for tracking information, and a reason for why they weren't sent more promptly. No answer. I have YET to get my replacements.
I'm angry. I don't CARE that you're a small business trying to do it on your own. At least take the time to contact your customers if you're going to be SO drastically late in getting them shipped. I've had more than one person contact me because they've ordered their beds, and haven't heard anything for extended periods of time OR recieved their beds.
Try something else. This product isn't worth the hassle.
I'm sorry you had such a bad experience. Mine have been just the opposite - I got the new pads (without mailing in the destroyed ones) within a week. My friends have had good experiences too. Maybe he has gotten so popular now that he can no longer keep up? Going to a dog show with your torn pads is a good idea if there is one near you. I've seen people bring him pads to replace at shows and he does it without a complaint.

~Laura in MN



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post #8 of 33 (permalink) Old 02-23-2009, 09:05 PM
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Yup, I'm extremely pleased with my primo pads, so much so that my clinic now uses them to recover animals from surgery and for our dentals on the surgical table!

and he does get out to the east coast at least to PA! he's at the harrisburg clusters sometimes.


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post #9 of 33 (permalink) Old 02-24-2009, 09:50 AM Thread Starter
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The problem is that I did what I was instructed to do (mail in pictures) and he has a policy. I should get the product replacement as promised. Not spend my money in gas to drive to a show to get replacements. If it were close, that's one thing. But there isn't one in reasonable distance that he attends. Not only that, but I bought the product expecting a replacement if needed in a reasonable amount of time. I have not gotten that. AND, at least an email could be sent my way stating why the delay. Don't tell me it'll be out in a week when it won't. Those were direct words from him. I think it's silly that the consumer should be expected to run around taking care of things when they were already taken care of according to protocal.
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post #10 of 33 (permalink) Old 02-24-2009, 10:02 AM
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I just contacted him again about my pads. I originally ordered several in Nov07. They were destroyed by April 08 he replaced them in July 08 after several calls and emails and photos. Than 5 of my 6 were open at the seems again in early Nov 08 I contacted him and never heard back I just tried again and it's 2/09. I am disappointed in the customer service end. If you want to guarantee a product you should be there to reply to the calls and emails when the product doesn't hold up as promised. The pads were all ordered to fit the crates. Love the pad and idea just wish they held up better and the customer service was better.

I know allot of people are using Horse mats in their crates they have to be cut and fit but people love them b/c they are soft and the dogs can't chew or rip them. I am going to pick up a few from the place I get my horse supplies and give it a try. Horse mats are very durable and very heavy. Great for outside too if the dogs like to lay on cement of dirt.


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post #11 of 33 (permalink) Old 03-20-2009, 08:34 AM Thread Starter
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I've still heard nothing back from him. I've emailed him again, and we'll see if I get a response this time.
The horse mats seem like an OK enough idea. They aren't very comfortable imo though. Nina doesn't like to lay on the ones in our basement (wall to wall horsemats down there) so I can't imagine she'd like it in her kennel. Back to the drawing board. Maybe we'll try the duracrate ultra.
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post #12 of 33 (permalink) Old 03-20-2009, 09:16 AM
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I had good luck, too, and ordered 2 weird sizes. Hogan has nearly put a rip in one (he tries to dig to China sometimes, and he's not even crated, he just goes in there to dig). I mentioned it to Gary at a show and he said he could get new ones going if I'd like. I told him to hold off for now.
Sorry your experience isn't going well.


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post #13 of 33 (permalink) Old 03-20-2009, 02:28 PM
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Sorry you're having rough times with your Primo Pads...

I've never had anything but good experiences with them, I hope he's not getting behind or overworked!

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post #14 of 33 (permalink) Old 04-04-2009, 05:42 PM Thread Starter
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I just got an email from Gary. It said he apologized and wanted to know the size colors. I sent him the information, and I hope they ship. He said on another occasion in Feb. they would ship. It's been 3 months, and I really hope they get sent. I'm hoping if it's in the puppies kennel when we starts off the bet, he'd be less tempted to chew/destroy it. Or at least it may have more of a chance to break the will.
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post #15 of 33 (permalink) Old 04-06-2009, 07:03 PM Thread Starter
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I've been told they are shipping tomorrow. Originally he asked I pay the shipping. However, I told him of my upset about not hearing from him for months, and he has offered to pay the shipping. I will post pictures once they arrive.
I'm hoping the puppy will have a nice comfy bed to be tucked into when he arrives

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post #16 of 33 (permalink) Old 04-10-2009, 11:21 PM Thread Starter
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I've received them. So far so good. These came with tie downs, so I'm hoping that it helps.
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post #17 of 33 (permalink) Old 04-11-2009, 02:06 PM
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If you have time, can you take some pics of the fit and the tie downs? I'm considering these.

-------
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post #18 of 33 (permalink) Old 04-11-2009, 11:25 PM
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Quote:
Originally Posted by kalora View Post
I just contacted him again about my pads. I originally ordered several in Nov07. They were destroyed by April 08 he replaced them in July 08 after several calls and emails and photos. Than 5 of my 6 were open at the seems again in early Nov 08 I contacted him and never heard back I just tried again and it's 2/09. I am disappointed in the customer service end. If you want to guarantee a product you should be there to reply to the calls and emails when the product doesn't hold up as promised. The pads were all ordered to fit the crates. Love the pad and idea just wish they held up better and the customer service was better.

I know allot of people are using Horse mats in their crates they have to be cut and fit but people love them b/c they are soft and the dogs can't chew or rip them. I am going to pick up a few from the place I get my horse supplies and give it a try. Horse mats are very durable and very heavy. Great for outside too if the dogs like to lay on cement of dirt.
Can you link me a site for horsemats? I'm curious!

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post #19 of 33 (permalink) Old 04-12-2009, 09:40 AM Thread Starter
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Just look up Tractor Supply company. They are big mats! Def. need to be cut down. We put them in our basement because they are so durable and easy to clean!
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post #20 of 33 (permalink) Old 04-12-2009, 10:00 AM
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Can you link me a site for horsemats? I'm curious!
Try TSC in Alliston, or the Co-op....I can't remember where we got ours for the barn.

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post #21 of 33 (permalink) Old 10-21-2009, 04:04 PM
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I know this is an old thread.....but I figure why open a new one for a gripe....

I ordered a primo bed for my husbands GSD pup because nothing I've tried so far is safe to put in a crate with her when she is suppose to nap. It'll be 3 weeks tomorrow since I placed my order and I have yet to receive it. They state on their website that it could take up to 2 weeks which is understandable. I emailed them...and have not received a response - its been 3 days now. Not real happy with their customer service thus far....should have went with the horse mats like her breeder told me
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post #22 of 33 (permalink) Old 10-21-2009, 04:30 PM
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Originally Posted by K9Jarko View Post
I know this is an old thread.....but I figure why open a new one for a gripe....

I ordered a primo bed for my husbands GSD pup because nothing I've tried so far is safe to put in a crate with her when she is suppose to nap. It'll be 3 weeks tomorrow since I placed my order and I have yet to receive it. They state on their website that it could take up to 2 weeks which is understandable. I emailed them...and have not received a response - its been 3 days now. Not real happy with their customer service thus far....should have went with the horse mats like her breeder told me
Not a spokesperson for the company, but I do know that he just spent 9-plus days at the DPCA National, not including travel time.

FYI, horse mats have very little cushion to them. They might seem soft to a thousand pound horse, but they have no give for something that is dog-sized.

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post #23 of 33 (permalink) Old 10-21-2009, 10:03 PM
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Thank you Dobestar for the info!

Maybe they should have a spokesman for the company in their absence or at least post somewhere on their site that orders placed between this date and that will not be processed until such and such a date.

An automated response to my email ie. sorry we are at a show and will respond to your inquiry upon our return....is better then nothing.
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post #24 of 33 (permalink) Old 10-23-2009, 07:43 AM
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Received the best response I could get from Primo - the pad arrived! YAY!!!! Oh and it survived a nap with Hella - here is hoping it survives many more. Very nice quality and I really like the tie downs.
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post #25 of 33 (permalink) Old 10-29-2009, 09:58 PM
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Well I thought I had received the best response from Primo Pads when I received my first pad....until today....when I received another one. I emailed Primo to inform them that I had received another by mistake - they replied the second pad was an early "Christmas" gift !!!! YAY!!!!!!!!!!!!!!!!!!!!
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