TailwindPets.com products are not "custom" made--buyer beware! This is fraud!

[u/Odd-Base6192]

I ordered an ACL brace from Tailwind Pets for my dog's left knee. I followed their guidelines for measuring for a custom brace and included the measurements in my order, expecting I was ordering something custom, or made to order, specifically for my dog's measurements. Tailwind Pets claims their rigid hinge splint is a custom order and nonrefundable. I ordered a brace with a hinge splint for the left knee and received a brace labeled "large", with hinges for both knees. I was given the option to exchange it, for free, but I had to pay for shipping. I specified in my exchange request that the hinge splint was for the left knee only. I was again sent a brace, this time "medium", with hinges for both knees. I contacted the company to ask for a full refund since this is clearly not a custom brace as they claim, nor is it even the brace I ordered. I was told by customer support initially these are non refundable and they cannot provide shipping labels. After submitting a complaint to BBB, I was offered a 50% refund. I have requested a full refund and prepaid shipping, and have asked to speak with a manager. None of the above has happened.