ComplaintsforPuppies.com

• Initial Complaint

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Started trial membership 09-30-2023, after several months of using this service I was charged ***** per month to list some puppies. I had no contacts from this service, not even a question. Furthermore they continued charging after I cancelled 2 months ago. I cancelled via the website but they continued charging me. I have ancelled again today and want assurance my account or subscription is cancelled.

  

  Business response

  03/01/2024

  Hello,

  I was unable to find an account under this user's name, email, or phone number. 

  Please have them call ************** for assistance with their account. If there is no answer please leave a message and someone will call them back. 

  They can also contact customer support through email at ******************* or click the Contact Us button at the bottom of the website for assistance with their account. They will need to contact us through the email on their account.

  Thank you,

  Puppies.com Support

• Initial Complaint

  02/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have used this site for 16 years, Since it became puppies.com it's been a nightmare. Customers have said they had to look me up on ******** to message me because they couldn't message through the site. The biggest problem has been that I'm unable to respond to messages from perspective customers. I've sent messages to their customer service three times and receive canned responses with no resolution to the problem. Do they even have humans in their customer service department? I've wasted months worth of the fee and time as the puppies got older. I'm looking for a refund for the last several months fee, I would use another site, but my wonderful testimonials are on this site.

  

  Business response

  02/26/2024

  Hello,

  I'm sorry you didn't have a good experience with the site this go around. From the email you recently sent in it sounds like your font/resolution is to high/large so the full form/buttons are not visible to be able to respond to messages. You will need to reduce your screen size or font in order for all buttons to be visible for use.

  Your phone number is visible on your profile so even if you aren't able to respond to messages through the website, users can contact you through your phone number. 

  As a courtesy, I have canceled your rebill and refunded the January and February 2024 charges back to your card.

  If you have additional questions please contact us at ******************* for assistance. 

  Puppies.com Support

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have been looking for a puppy to add to our family for months. We have had a lot of difficulty getting email responses and getting through to leave messages.Additionally the app freezes and I have two accounts. But several sellers never responded or were aggravated when we couldnt ************ enough as I am a nurse. My acct was suspended for no reason I can discern. There is no support nb on app even though it says co tact customer support. What is the deal with this site?

  

  Business response

  02/21/2024

  Hello,

  Sorry you are having trouble with the site. It appears you have four buyer accounts that you have created on Puppies.com.

  *********************                         Active               Created: 12-16-2023 | 7:13 PM          Last Login: 10 days ago

  **********************                    Active               Created: 2-3-2024 | 1:04 AM              Last Login: 12 days ago

  *********************                    Suspended       Created: 2-19-2024 | 10:36 PM          Last Login: 1 day ago      Bounced mail

  ********************************       Active               Created: 2-20-2024 | 12:07 AM           Last Login: 7 hours ago
  
  We have only received one email from you on on 2-19-24 from *********************, which our response was rejected and bounced back indicating a full inbox or an invalid email address.

  Please use one of your other buyer accounts to utilize the site. 

  If you have additional questions please contact us at *******************.

  Puppies.com Support
  

  
  
  

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This website lists several puppies whose health is guaranteed who are medical disasters. The website does not give owners any warning that the exorbitant amount of money they are paying is being put towards an animal that is going to cost them thousands of additional dollars in veterinary fees. By advertising these "purebred" puppies (something that doesn't exist anymore because of crossbreeding), it furthers the desire for breeding dogs and contributes to the increase in euthanasia rates of shelter dogs across the country.

  

  Business response

  02/12/2024

  Hello,

  I am very sorry to hear that you are having difficulty with this seller. If you purchased a dog from them or paid a deposit to them from a listing on Puppies.com, you do have the option to post a Testimonial to the seller's profile regarding your experience. Additionally, if you feel the Seller has not fulfilled their end of the contract, you always have the option of pursuing legal action against them.
  

  If you have concerns about animal cruelty or neglect, please contact law enforcement or animal control agencies in the seller's location. If neither of these exist, contact the sheriff's department, police department, and/or state attorney general's office in the seller's location to report your concerns so they can visit the location and take further action if needed.
  
  If the seller in question has been charged with animal cruelty/abuse/neglect, we ask that you please submit documentation regarding the charges along with a link to the seller's current Puppies.com profile for review. We'll be happy to review the submitted documentation and take the appropriate actions in response. 
  

  Puppies.com is a bulletin board service and is meant to be a means to initiate the meeting between a buyer and a seller. We therefore do not get involved in the terms or completion of any transactions. Every seller/breeder goes through an approval process but as stated in our Terms of Service policy, we are not able to offer any guarantees that the individuals listing on the site are reputable breeders. Because of this, we always recommend that people follow our Buyer Tips when searching for a puppy online.
  
  If you have any further questions, please do not hesitate to contact us at *******************.
  
  Thank you,
  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been searching for a puppy and so far EVERY one that I research and try to contact is FAKE!! Why are there no other steps in verifying people and product? There are TOOO many profiles to deal with this when looking. I am over it already FIX IT!!! I am sure I am not the only one!!

  

  Business response

  01/02/2024

  Hello,

  I understand your frustration, and it's unfortunate that you've encountered fake profiles while searching for a puppy. Dealing with scams and fraudulent listings is a possibility when using bulletin board websites.

  Remember that online platforms can only do so much to prevent fraudulent activities, and users also need to exercise caution and due diligence when making transactions.

  Puppies.com provides Report and Block buttons on every listing and profile to alert our fraud team of unwanted users on the site, and there are Buyers Tips posted on every listings to assist in having a safe transaction. 

  Your feedback is appreciated and your comments will be taken into consideration for future site improvements. 

  If you have additional questions please contact us at *******************.

• Initial Complaint

  11/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received the notification by email that someone is interested on my puppy. Tried to login but its not working . I can see the menu like find a puppy or breeder except my profile, I cant see my listings and I cant see my messages. Today is Sunday and during the weekends the people most interesting and searching the website with puppy listings , but your customer service doesnt work on weekends and nobody able to support me so basically I will lose the sale because if customer will send a message to another breeder and they answer them, they can buy puppy from them. My membership is pre-paid full for three months.This happens not a first time .

  

  Business response

  11/20/2023

  Hello,

  We understand how frustrating it can be when the website has issues or isn't working properly. We strive to keep the site running in top performance but sometimes unforeseen issues can arise. 

  It does appear the website had an issue with the message center over the weekend, but that should not have affected your ability to login. The issue has since been corrected and the should be working properly now. 

  You always have the option to include your contact information in your listing so buyers can contact you directly through a text or call instead of going through the message center. 

  We appreciate your understanding and patience with the situation. 

  If you have additional questions regarding your account please contact us at *******************

  Puppies.com Support

• Initial Complaint

  10/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I listed 5 puppies on Puppies.com and I have been getting nothing but fake invalid buyer messages and Im almost positive its the site or someone that works with the site to attempt to promote the business by way of misleading sellers into spending money on boosting theyre ads or by way of holding buyers messages during the free listing trial until it expires and then notify sellers they have a message from a potential buyer but they need to spend money on membership to read the message from a potential buyer, I have gotten several fake buyer inquiries that do not respond or if they do respond the number they provide is dis**nnected or no one answers or calls me back. One said they happened to be in my town and wondered if I still had puppies for sale and they wanted to look at them, the number was invalid and never responded after I answered the message. Pretty far fetched to have someone do that just happened to be in my town from out of state and looking at puppies.com for puppies in the area they travelled to. One said they lived on the ********** **ast and they were willing to drive to ******* but when I provided my address they never responded. The last one I got asked is it alright if I buy this puppy? I asked for a name and phone number. They left a first name and a number that no one answers or replies back to voice mail. I can tell you for certain the amount of times this has happened and at the specific time it has happens ** inside with the websites timing in attempt to get money out of sellers. All fake buyers so far. Another thing is my puppies were listed as English mastiff mixed with ***************. When payed and I boosted the listings they boosted on the Fila search result and not on the English mastiff search which there are only a few listings in that category other than mine to begin with. I attempted to make the initial breed English and mixed with Fila and the listing would not edit when I did that. My listings are at the back of the ads

  

  Business response

  10/23/2023

  Hello,
  We understand the frustration with the experience of this user on ********************** and the issues they've encountered with fake buyer messages, as well as the concerns about the visibility of their listings. 

  Puppies.com does not post any messages as a buyer of any kind in your message center.  Unfortunately, online platforms can attract scammers and fraudulent inquiries, but we do provide Report and Block options in each message to weed out the bad apples.

  All sellers on the site must pay for a membership in order for their listings to be visible. This seller is welcome to post their phone number or other contact information in their listing information if they would prefer buyers contact them directly outside of the website.

  The issue with mixed breed selection order is in the process of being resolved. You should be able to change the main breed, save your changes, and have the selection order stay the way you saved them once the fix is completed.

  If you have additional questions please contact us at *******************.
  Puppies.com Support

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im wanting to know if I am banned or something When I tried to get On this site it says Forbidden 403. I remember last December I was looking for a puppy and I texted with a lady that was Very hateful to me About a puppy.. She said she would pick it out. But I could not see it till it was time for me to pick it up Is This the Reason I Cannot get on this Site!!! After the way she talked to me thru text I definitely wasnt buying a pup from her. CAN YOU TELL ME WHY I CANNOT GET ON THIS SITE PLEASE!!!! THANK YOU

  

  Business response

  08/28/2023

  Hello, 
  
  We have implemented a safety feature that restricts use of the site if our system detects that you are using an ** masking service (like a VPN, etc). This shows as a 403 Error. If you turn off the ** masking service you should be able to use the site without difficulty.
  
  Additionally, this can be triggered by some plug-ins which might be running on your browser, as they often route your web traffic through their servers. This error can also be prompted by certain forms of antivirus software (such as Norton and Avast), so if you're running this type of software, I recommend reviewing the software's settings in order to whitelist Puppies.com and/or disable location masking services. If you disable any location masking browser plug-ins, adjust antivirus settings, and ensure that your device is free of malware, this should hopefully correct the issue. 
  
  If you have additional questions or issues with the site please contact us at ******************* for assistance.

  Puppies.com Support

• Initial Complaint

  08/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bought puppy from breeder was not the pup listed, then had tons of health issues heart murmur, hip issues, hormonal issues rash all over had giardia parasites at one time so as safety need to treat also my older dog, worried my house and worst my grandchildren would get it!

  

  Business response

  08/14/2023

  Hello,

  It appears through the correspondence you had with Puppies.com that your son bought the dog as a surprise for you and you were not happy with the dog, so the dog was returned to the seller.

  There wasn't any money paid to Puppies.com. All transactions that were done outside of the website with the seller will have to be taken up with the seller directly.

  We hope you are able to get the situation resolved.

  Puppies.com Support

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The dog breeder ***************** at ************************************************************ whose breeding company is KT Puppies had sold me a dog over the phone on July 10, 2023, taking my debit card info into her Square account. That company named 'Square'sent me a receipt confirming that *** had the $300. from me.The next day on July 11, 2023 as *** had agreed to, the pet transport company I had hired phoned *** to say he was on his way to her house to pick up that Pekingese dog she had posted on Puppies.com. to deliver the dog I paid her for to me in **********. The transport service then phoned me to inform me that *** had told him she was not going to sell the dog to me.To summarize ***************** of Arp, Txs. took $300. from me for payment for a dog she advertised on puppies.com and then the next day refused to let the dog be delivered to **** have phoned and e-mailed her requesting to let me know how she intends to refund my money and she refuses to respond.She also accepted $300. of checks from me initially and then decided she did not trust me with checks and that I would have to pay her with my bank card for her to release the dog to me.She said she would mail the checks back to me writing 'void' on them. *** did not.In essence ***************** scammed me out of $300. I just want her to return my money and not to steal from anyone else through her puppies.com ads.

  

  Business response

  07/13/2023

  Hello,

  I am sorry to hear you are having difficulty with this seller. Puppies.com is a bulletin board service and is meant to be a means to initiate the meeting between a buyer and a seller. We therefore do not get involved in the terms or completion of any transactions. Please contact the company you paid through to hopefully recoup your money.

  If you feel the Seller has not fulfilled their end of the contract, you always have the option of pursuing legal action against them.
  
  You also have the option to leave a testimonial on the seller's account if you purchased a dog from them or paid a deposit to them from a listing on Puppies.com. To do so, click on the seller's profile, scroll to the bottom, and then click on the Leave a Testimonial link.
  
  If you have any further questions, please do not hesitate to contact us at *******************.

  Puppies.com Support

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩