Ordered a set of both sizes of Silicon Inserts ( item j). The photos of all silicone inserts in the online catalog are shown with the plastic collector tube as well as the insert which fits into the collector tube. When the item was received it contained only the silicone insert and not the collection tube. Nowhere in the online catalog is there an item for the plastic collection tube - which is the part I need to replace. When I contacted EZ Animal Products I was advised that the plastic collection tubes are a separate item - not presently shown in their catalog ( except on the page with the insert installed in it) and that they are priced at an additional $12.50 each plus shipping.

This is deceptive since the existing catalog description clearly shows the insert installed in the plastic collection tube and no where does it indicate that this is not a part of the item you are buying. The nice lady took my credit card number and promised to ship me the missing parts - but with an additional charge which will double the original price of the item purchased ( original charge was $33). She also indicated the catalog is incorrect and is being reworked by their web designer, but that they did not intend to honor the item as shown in their catalog at the price stated. Makes you wonder if their ownership has any idea what is going on in the operation of their business. They are clearly not involved in day to day operations. When I asked whether I should file a complaint, the nice lady indicated that was the only way anything would get fixed - so here's my complaint.