Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The product did not fit correctly, so I requested a refund and was denied

  Business Response

  Date: 06/26/2025

  Thank you for reaching out and for sharing your concerns. Wed like to clarify the situation regarding your order and our policies.
  You initially ordered a right-side, XXS hinged dog knee brace, which falls under our non-refundable items as clearly stated in our return policy. This includes custom or specialty sizes and hinged variants due to their high production costs and limited resellability.
  Despite this, and in the interest of customer satisfaction, we made an exception and offered you a free size exchange at our cost, including covering the replacement brace and shipping. You declined this offer and instead requested a full refund.
  We understand the frustration when a product doesnt fit as expected. However, as the item in question was part of our non-refundable collection, and our exchange offer was declined, we were unable to issue a full refund.
  We always aim to be transparent with our policies and fair in our resolutions. If you have any further concerns or would like to revisit the exchange option, were here to help.
  Sincerely,
  The Tailwind Pets Team

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a dog knee brace in the amount of $137.52. *** contacted me and told me I needed to pay $62.08 in tariffs. I relayed this to Tailwind and they refunded me that amount so that I could pay **** I did. I received the hinged brace (within 3 days from *******??????) and it was too big. I contacted Tailwinds to arrange for an exchange. I was told to keep the hinge so that I could insert it into the smaller brace. I paid to return the brace. About two weeks later I received the smaller size. WAY SMALLER. Without even trying it on (to avoid hair getting on it), I knew it would not fit. I decided to return it and not deal with this company. It also had a hinge in it. I contacted Tailwinds and was told that hinges are non-refundable and Id have to pay $100 for each hinge. I said I was returning the brand new brace & the hinges and requested a complete refund. I sent the package back and paid yet again for return shipping and a signature upon delivery. That same day, they partially refunded me,l $75.44 less the tariffs $62.08. They refused my package that now sits at the post office in ********, ***I have explained the situation with my credit card company who put a dispute in with ******. This is a troubled, unorganized, poorly run company.The braces are not sized properly and customer service is terrible.

  Business Response

  Date: 06/26/2025

  Thank you for taking the time to share your experience. We’re very sorry to hear that your order didn’t meet your expectations, and we sincerely regret the frustration it caused.
  We’d like to offer some clarification on the situation from our side:
  Tariff Reimbursement:
  When UPS contacted you about the $62.08 import tariff, we promptly refunded that amount so you could cover the charge without delay. This refund was provided as a courtesy, as import duties are typically the responsibility of the recipient under international shipping policies.
  Brace Exchange Process:
  When the original hinged brace was too large, we quickly assisted with an exchange. To minimize wait time and reduce costs for you, we asked that you retain the metal hinge and reuse it with the new size. We understand you went ahead and paid return shipping on the first brace, which we appreciate.
  Second Brace Sizing:
  We’re sorry to hear the smaller brace was too tight. We try to assist with sizing as accurately as possible based on measurements provided, but understand that it may not always result in a perfect fit—especially with individual variation in dog anatomy. The second brace being sent with a hinge was a fulfillment oversight, and for that we apologize.
  Hinge Return Policy:
  As stated on our return policy page (linked at checkout, in your confirmation email, and noted on the website), hinges are considered non-refundable due to their high production cost and because they are not custom-manufactured for individual dogs. However, you did return both hinges and the brace unused, which we recognize.
  Refund Details & Returned Package:
  The refund of $75.44 was calculated based on the returned product value minus the previously reimbursed tariff of $62.08. Since we already refunded the tariff separately, it wasn’t deducted again. However, the returned package was initially refused at our fulfillment center due to missing order identification and improper processing. We’ve since contacted the Santa Fe, CA post office to locate the item and are working to retrieve it.
  
  We understand that your experience did not reflect the high standards we strive for. While we followed our policies regarding international shipping and non-refundable components, we acknowledge that the process felt confusing and difficult on your end.

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23479459, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Patricia Rothbell

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company is a scam - you cannot get in touch with a human on their phone all they do is email and it takes them days and days to respond. They advertise they offer returns however they make the customer pay up to $20 to ship items back and then take weeks to get back to you just to say they aren't accepting your return because there is a single dog hair on it - that could have cam from anywhere. I am out $104.41 for the brace + $16 to ship it back. Terrible customer service and their return "policy" is a scam. They should offer no returns because how would anyone know if a products works without trying it? I will take the return shipping as a loss but this company **** me a refund.

  Business Response

  Date: 03/31/2025

  Hey there! ??We just wanted to share a little context: the BBB can be surprisingly selective (and at times a bit inconsistent) when it comes to publishing reviews. Many of our happy customers have left positive feedback in the past, but unfortunately, those reviews never made it onto the sitestrange, right? If you'd like to compare, our Trustpilot page shows a much clearer picture of our customers' experiences.That said, we really want to make things right for you and your situation. For a long time, we werent even given an account on ******************** to respond to comments, but now that we can, we're reaching out.Please send your message, (IMPORTANT) your Order Nr and your Full Name directly to ******************************** only then we can confirm this complaint is real and then work on it. We have created this Email specifically to handle BBB-related issues. Well work with you personally to find a fair and helpful solution that leaves everyone satisfied.Lastly, for anyone else readingjust a quick note: were a tiny team of five dog lovers, and everything we do is focused on helping dogs feel better. Custom items are made 1:1 for each pup, and we do our best to make sure buyers know theyre non-returnable due to the production and shipping costs involved. When someone doesnt read those details and then posts something harsh online, it can really stingespecially for a small, passionate team like ours.We appreciate your time and hope we can sort this out together. ????

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23088838
  
  I am rejecting this response because:
  They are asking me to email outside of BBB. This complaint to real I can assure them. I have already communicated numerous times with the company and gotten nowhere. They mention the brace being made 1:1 however I didnt opt in for a custom brace- I just ordered a size. They offer a return policy- yes I read the fine print- our dog tried it one and it didnt fit- we took it right off and got every single hair off. We triple checked this. I spent $16 non refundable to ship the items back and had to follow up over and over weeks later for an update. There is no human that answers their phone number either- only recording. Finally I get a response with a picture of a dog brace with a random hair on it saying I cant have a refund. So why even offer a return policy? Feels like a scam. 
  Sincerely,
  
  ******* *********

  Business Response

  Date: 04/17/2025

  Hello,
  If we can make it right in anyway please reach out to us again. We have not had access to the BBB since a few weeks ago. 
  Greetings,
  ****, Tailwindpets 

  Business Response

  Date: 04/24/2025

  Thank you for your message and for taking the time to share your concerns.
  We understand your frustration and want to clarify a few important points regarding your order. First, please note that this order has already been fully refunded, and we sincerely apologize for any confusion surrounding the process.
  As clearly stated multiple times on our website, only clean, unused products can be accepted for return and reuse, due to strict hygiene reasons. This policy exists to protect the health and safety of all pets using our products.
  Please also note that all returned items are processed by an independent third-party logistics partner, not directly by us. Their role is to inspect and validate returns based on the hygiene standards weve set. In this case, they determined the item did not meet those criteria. While we understand you made every effort to clean the product, even a single hair can lead to rejection under these guidelines.
  We apologize that your experience with our communication channels did not meet your expectations. We are constantly working to improve and ensure customers are assisted as quickly and clearly as possible.
  Again, were sorry for the inconvenience and hope this clears up the situation.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23088838
  
  I am rejecting this response because the only reason it has "been fully refunded" is because I had to file a dispute with my credit card company. My credit card company refunded me, not you. Thus, you should be sending a refund so my credit card company can be reimbursed. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:03/14/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed the order with the company approximately one month ago. The item was shipped to me via **** but upon delivery, I was unexpectedly charged an additional $20 fee, which neither my husband nor I were informed about in advance. After learning this fee was related to tariffs, we decided to refuse the package, as we were not prepared for this extra cost. Consequently, I never took possession of the shipment.Since then, I have reached out to customer service team six times via email to request a refund, but I have yet to receive a satisfactory response or my money back. Replies consistently state that you are waiting on the package, yet I was never provided with a tracking number to monitor its return. I am increasingly frustrated by the lack of communication and resolution, as I have fulfilled my part by refusing the delivery and notifying them promptly.I request that they process my refund immediately, as I do not have possession of the item and should not be held responsible for delays in its return transit. I have heard nothing.

  Business Response

  Date: 03/31/2025

  Hey there! ??We just wanted to share a little context: the BBB can be surprisingly selective (and at times a bit inconsistent) when it comes to publishing reviews. Many of our happy customers have left positive feedback in the past, but unfortunately, those reviews never made it onto the sitestrange, right? If you'd like to compare, our Trustpilot page shows a much clearer picture of our customers' experiences.That said, we really want to make things right for you and your situation. For a long time, we werent even given an account on ******************** to respond to comments, but now that we can, we're reaching out.Please send your message, (IMPORTANT) your Order Nr and your Full Name directly to ******************************** only then we can confirm this complaint is real and then work on it. We have created this Email specifically to handle BBB-related issues. Well work with you personally to find a fair and helpful solution that leaves everyone satisfied.Lastly, for anyone else readingjust a quick note: were a tiny team of five dog lovers, and everything we do is focused on helping dogs feel better. Custom items are made 1:1 for each pup, and we do our best to make sure buyers know theyre non-returnable due to the production and shipping costs involved. When someone doesnt read those details and then posts something harsh online, it can really stingespecially for a small, passionate team like ours.We appreciate your time and hope we can sort this out together. ????

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a size L leg brace from Tailwindpets on February 8, 2025 for my sisters dog who is having some knee pain. It arrived, we tried it on him, and it did not fit correctly. We decided he might need a larger size, so I then ordered an XL to see if that fit better. When I received the new size, it did not have a tag attached and looked like it had been used prior. This size also did not fit and we realized the design was extremely poor. At this point, I sent an email to the company requesting a return and refund and they emailed me back with instructions how to return the products. I put both products in the same return package and followed their instructions precisely. I tracked the package and see it was delivered back to them on March 3, 2025. Since then, *** reached out twice requesting confirmation of the return and asking for my $120 refund for the products. Ive heard nothing back and after doing further research, it seems other customers have experienced the same thing and have not been given their refunds. Im out $120 just for trying to get a dog a knee brace, which is unacceptable. Theyre taking advantage of customers who are trying to help animals and their products are so poorly made they do nothing.

  Business Response

  Date: 03/31/2025

  Hey there! ??We just wanted to share a little context: the BBB can be surprisingly selective (and at times a bit inconsistent) when it comes to publishing reviews. Many of our happy customers have left positive feedback in the past, but unfortunately, those reviews never made it onto the sitestrange, right? If you'd like to compare, our Trustpilot page shows a much clearer picture of our customers' experiences.That said, we really want to make things right for you and your situation. For a long time, we werent even given an account on ******************** to respond to comments, but now that we can, we're reaching out.Please send your message, (IMPORTANT) your Order Nr and your Full Name directly to ******************************** only then we can confirm this complaint is real and then work on it. We have created this Email specifically to handle BBB-related issues. Well work with you personally to find a fair and helpful solution that leaves everyone satisfied.Lastly, for anyone else readingjust a quick note: were a tiny team of five dog lovers, and everything we do is focused on helping dogs feel better. Custom items are made 1:1 for each pup, and we do our best to make sure buyers know theyre non-returnable due to the production and shipping costs involved. When someone doesnt read those details and then posts something harsh online, it can really stingespecially for a small, passionate team like ours.We appreciate your time and hope we can sort this out together. ????

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had ordered a knee brace after my dog hurt her hind. I got the order and the product kept slipping off my dog mind you the brace was almost a $100 so i emailed them telling them i would like to return it and they said you need to order the harness so it doesnt slip off and i said no i already spent almost a $100 i don't want to spend more and they agreed on the return and gave me the address to return it to and the item was in perfect condition no smell no hair no nothing. I returned the item through *** and had to pay $19 and ever since then i never got my refund and they wont reply back to any of my emails and its so frustrating i even sent them a proof of my receipt after i returned it and still nothing

  Business Response

  Date: 03/31/2025

  Hey there! ?? We just wanted to share a little context: the BBB can be surprisingly selective (and at times a bit inconsistent) when it comes to publishing reviews. Many of our happy customers have left positive feedback in the past, but unfortunately, those reviews never made it onto the sitestrange, right? If you'd like to compare, our Trustpilot page shows a much clearer picture of our customers' experiences. That said, we really want to make things right for you and your situation. For a long time, we werent even given an account on ******************** to respond to comments, but now that we can, we're reaching out. Please send your message, (IMPORTANT) your Order Nr and your Full Name directly to ******************************** only then we can confirm this complaint is real and then work on it. We have created this Email specifically to handle BBB-related issues. Well work with you personally to find a fair and helpful solution that leaves everyone satisfied. Lastly, for anyone else readingjust a quick note: were a tiny team of five dog lovers, and everything we do is focused on helping dogs feel better. Custom items are made 1:1 for each pup, and we do our best to make sure buyers know theyre non-returnable due to the production and shipping costs involved. When someone doesnt read those details and then posts something harsh online, it can really stingespecially for a small, passionate team like ours. We appreciate your time and hope we can sort this out together. ????
  
  

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a double knee brace and connecting belt for our dog from *************** on January ******. Product arrived within a week. Upon receiving the item I decided it was not going to be enough support for what our dog needed. I contacted ************************** by email on January 12th for refund instructions. They responded the next day. I followed their instructions exactly. I sent the product back (which was never used and still had the original tags attached) to the address they provided and emailed the **** tracking receipt to them as required. According to the tracking receipt, the package was received by "an individual" at their facility on January 21. I did not receive any acknowledgement from them that they had received the returned item, nor did I receive a refund as requested. I waited until February 10th and then emailed them to kindly update me on the receiving of the item and my refund. No response. I emailed them again on February 17th. Still no response or refund which they said would be issued in 5-7 days. It is now February 26th and still no refund or correspondence from this company. I am out $109.12 and the product. This company is a scam! They take back their product, keep your money, and won't communicate with you!

  Business Response

  Date: 03/31/2025

  Hey there! ?? We just wanted to share a little context: the BBB can be surprisingly selective (and at times a bit inconsistent) when it comes to publishing reviews. Many of our happy customers have left positive feedback in the past, but unfortunately, those reviews never made it onto the sitestrange, right? If you'd like to compare, our Trustpilot page shows a much clearer picture of our customers' experiences. That said, we really want to make things right for you and your situation. For a long time, we werent even given an account on ******************** to respond to comments, but now that we can, we're reaching out. Please send your message, (IMPORTANT) your Order Nr and your Full Name directly to ******************************** only then we can confirm this complaint is real and then work on it. We have created this Email specifically to handle BBB-related issues. Well work with you personally to find a fair and helpful solution that leaves everyone satisfied. Lastly, for anyone else readingjust a quick note: were a tiny team of five dog lovers, and everything we do is focused on helping dogs feel better. Custom items are made 1:1 for each pup, and we do our best to make sure buyers know theyre non-returnable due to the production and shipping costs involved. When someone doesnt read those details and then posts something harsh online, it can really stingespecially for a small, passionate team like ours. We appreciate your time and hope we can sort this out together. ????
  
  

  Customer Answer

  Date: 04/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/25/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a double knee brace with metal braces and harness on January 30th. Cost $350. I chose two day shipping. The package shipped on the 31st but didnt arrive until February 28th. The package contained a piece of Velcro, nothing else except a packing slip. I emailed someone named ***** multiple times and they only ever told me to be patient. Ive lost my patience. This company is a complete scam and they are faking reviews. There are multiple ******** pages from people being scammed.

  Business Response

  Date: 03/31/2025

  Hey there! ?? We just wanted to share a little context: the BBB can be surprisingly selective (and at times a bit inconsistent) when it comes to publishing reviews. Many of our happy customers have left positive feedback in the past, but unfortunately, those reviews never made it onto the sitestrange, right? If you'd like to compare, our Trustpilot page shows a much clearer picture of our customers' experiences. That said, we really want to make things right for you and your situation. For a long time, we werent even given an account on ******************** to respond to comments, but now that we can, we're reaching out. Please send your message, (IMPORTANT) your Order Nr and your Full Name directly to ******************************** only then we can confirm this complaint is real and then work on it. We have created this Email specifically to handle BBB-related issues. Well work with you personally to find a fair and helpful solution that leaves everyone satisfied. Lastly, for anyone else readingjust a quick note: were a tiny team of five dog lovers, and everything we do is focused on helping dogs feel better. Custom items are made 1:1 for each pup, and we do our best to make sure buyers know theyre non-returnable due to the production and shipping costs involved. When someone doesnt read those details and then posts something harsh online, it can really stingespecially for a small, passionate team like ours. We appreciate your time and hope we can sort this out together. ????
  
  

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 22959639
  
  I am rejecting this response because:
  You never sent me the product but claimed with my bank that you did. I sent you an email about what was actually mailed and you just stopped responding. There are multiple ******** groups about your company so while you may have some positive reviews, there are real people discussing your company. 
  

  I gave you a chance to correct your mistakes and you didnt. 
  
  

  
  ***** ********

  Business Response

  Date: 04/17/2025

  Hello,
  If we can make it right in anyway please reach out to us again. We have not had access to the BBB since a few weeks ago. 
  Greetings,
  ****, Tailwindpets 

  Business Response

  Date: 04/24/2025

  Dear *****,
  Thank you for your message, and Im truly sorry for the confusion and frustration youve experienced.
  To clarify, we did send out two separate shipments related to your orderone original product and one exchange. Here are the full **** tracking links for complete transparency:
  Original shipment: **************************************************************************************
  Exchange shipment: ********************************************************************************
  Upon reviewing the second tracking link, we can clearly see that something went wrong with the delivery. We sincerely apologize for this inconvenience. The employee who handled your case is no longer with our company, which may have contributed to the lack of communication and follow-up.
  That said, we want to emphasize that you were fully refunded 100% of your purchase, and this was done to ensure you were not left at a loss. While we regret that the experience didnt meet your expectations, we truly appreciate the chance you gave us and are committed to doing better moving forward.
  Were grateful for your feedback and are working to prevent similar issues in the future.

• Initial Complaint

  Date:02/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tall dog boots were pictured and described. I received short boots totally NOT what I ordered.

  Business Response

  Date: 03/31/2025

  Hey there! ?? We just wanted to share a little context: the BBB can be surprisingly selective (and at times a bit inconsistent) when it comes to publishing reviews. Many of our happy customers have left positive feedback in the past, but unfortunately, those reviews never made it onto the sitestrange, right? If you'd like to compare, our Trustpilot page shows a much clearer picture of our customers' experiences. That said, we really want to make things right for you and your situation. For a long time, we werent even given an account on ******************** to respond to comments, but now that we can, we're reaching out. Please send your message, (IMPORTANT) your Order Nr and your Full Name directly to ******************************** only then we can confirm this complaint is real and then work on it. We have created this Email specifically to handle BBB-related issues. Well work with you personally to find a fair and helpful solution that leaves everyone satisfied. Lastly, for anyone else readingjust a quick note: were a tiny team of five dog lovers, and everything we do is focused on helping dogs feel better. Custom items are made 1:1 for each pup, and we do our best to make sure buyers know theyre non-returnable due to the production and shipping costs involved. When someone doesnt read those details and then posts something harsh online, it can really stingespecially for a small, passionate team like ours. We appreciate your time and hope we can sort this out together. ????
  
  

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/17/2024 $59.95 I purchased a brace from them. Followed the measurement instructions to a T. My dog would slip his leg out of it. Didn't work from day 1. I followed their return instructions and emailed the label and tracking number as requested. I checked and the brace was delivered to a person at the address. I have sent follow up emails. I never received my refund and have been ghosted by Tailwinds. i am now out a brace (thatdidn't work) AND the money.

  Business Response

  Date: 03/31/2025

  Hey there! ?? We just wanted to share a little context: the BBB can be surprisingly selective (and at times a bit inconsistent) when it comes to publishing reviews. Many of our happy customers have left positive feedback in the past, but unfortunately, those reviews never made it onto the sitestrange, right? If you'd like to compare, our Trustpilot page shows a much clearer picture of our customers' experiences. That said, we really want to make things right for you and your situation. For a long time, we werent even given an account on ******************** to respond to comments, but now that we can, we're reaching out. Please send your message, (IMPORTANT) your Order Nr and your Full Name directly to ******************************** only then we can confirm this complaint is real and then work on it. We have created this Email specifically to handle BBB-related issues. Well work with you personally to find a fair and helpful solution that leaves everyone satisfied. Lastly, for anyone else readingjust a quick note: were a tiny team of five dog lovers, and everything we do is focused on helping dogs feel better. Custom items are made 1:1 for each pup, and we do our best to make sure buyers know theyre non-returnable due to the production and shipping costs involved. When someone doesnt read those details and then posts something harsh online, it can really stingespecially for a small, passionate team like ours. We appreciate your time and hope we can sort this out together. ????