I placed my order on Friday April 10. I received the usual emails, order confirmed, order on its way, with tracking number. Saturday April 11, I received another email Titled "A special reward to say thank you!". Open the email with "A big thank you from us at ground dogs. Here’s $10 off your next order on orders over $100. Also, in part "As an extra thank you, we’re offering you $10 off you (or a mates!) next purchase. After receiving my order, I set up my Marquee in the back yard to see how to connect all the parts. I did not want to be a novice at my next event. My brother saw what I had and said he would like to place an order. I advised I could get him $10 off his order. Whilst my brother has an email address, he does not use the internet. His level of education disability is such that he does not sufficiently understand the internet. I placed the order. I made a mistake. I phoned Ground Dogs, explained the situation to Paul. Paul advised we do not offer discounts. I had to open the email received, explain what I received, then Paul said that would be an automatic generated email. I requested the order to be cancelled, money refunded. Could I use the code again? Paul could not advise if it would work but try it. Paul advised he was out of the office, would be back in 10 to 15 minutes, would attend to the refund when he arrived back at the office. Some 3 hours later I phoned Paul again, when a refund had not been received as promised. Paul attempted to process the refund, had problems, advised would need to have the girls process the refund the next day. Refund is processed later and received. Thank you. I placed another order for my brother using his email address and tried to process the $10 code. The Ground Dogs system advised “Code already used”. I used the “Contact us” form on the Ground Dogs website explained the situation, requested a $10 refund . To date the $10 refund has not been received. My next step is to see what response is received to this feedback, in a timely manner before contacting Fair Trading.
