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:08/18/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  ***** ordered from company for a pet injury. Brace received in wrong size, was never used or able to be used even if I wanted to. Attempted to return brace and contact company for refund. Only contact info is an email that they are minimally responsive to. Brace returned and refunded 1/3 of purchase price! Unable to contact company any longer. They are a complete scam!! And now Im out $120

  Business Response

  Date: 08/20/2025

   Thank you for your message. Id like to clarify a few points regarding your order and our policies.
  The brace you ordered was produced and shipped according to the measurements and size you selected. If the fit wasnt ideal, we always offer a free exchange option so that your dog can still receive the correct support. This option was available to you and remains the best way to resolve sizing issues.
  Regarding returns, hinge braces are clearly stated on every product page and on our returns policy as non-returnable due to hygienic reasons and because each brace is assembled individually for each order. Once shipped, they cannot be resold. This is why we are unable to process full refunds on hinge items.
  The partial refund you received reflects the non-returnable status of the hinge brace components, while accounting for the portion of your order that could be refunded.
  I understand your frustration and that this has been disappointing, but I want to assure you we are not a scam. We are a small, specialized company dedicated to helping dogs regain mobility, and we take pride in supporting thousands of pets successfully every year.
  Best regards,
  *****

  Customer Answer

  Date: 08/23/2025

   
  Complaint: 23736916
  
  I am rejecting this response because the entire package was incorrect. The item ordered was not an XS brace, it was XL. You sent the complete wrong product and now expect me to just be ok with a partial refund on an item I could and would not ever use?? And have no way to contact the company regarding this. The brace is garbage to begin with and then you send the wrong size and refuse a full refund. Scam business. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 09/09/2025

  We'd like to clarify a few important points to ensure transparency:
  If the item you received was the wrong size, and never used, we absolutely want to make things right.
  However, for hygienic and medical safety reasons, we cannot offer full refunds on braces that have been worn or returned without prior approval.
  Additionally, custom-sized or modified items fall under a different return policy, as stated on our website and checkout terms.
  That said, if you were only refunded a partial amount, this usually means:
  The item returned showed signs of being tried on or used.
  Or it was returned without prior authorization and arrived in a non-resellable condition.
  Or it was a custom brace that cannot be restocked or resold.
  If you believe none of the above applies to your case, please email us with your order number and tracking confirmation of the return to:
  ?? *********************************************************
  We'll have our support team take another look and resolve this fairly for you.
  Again, we sincerely apologize for the frustration and inconvenience.
  Warm regards,
  Tailwind Pets Support Team

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23736916
  
  I am rejecting this response because: see original complaint. Product was never used and was incorrect size from beginning. Wrong size sent to me and could not be used. Yet refund was only 1/3 of cost
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:08/06/2025

  Type:Order 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.

  Company lied about shipping and totally ripped us off. Company wont respond to emails. Ive sent dozens. Company finally sent item but much too late. They wont respond to return requests or refund requests.Theyre horrible

  Business Response

  Date: 08/20/2025

  Thank you for your message. I want to clarify a few important points.
  We did not lie regarding shipping your order was processed and shipped from our side immediately. Any delays that occurred were on the carriers end, which unfortunately is outside of our control. We always provide tracking information so that customers can follow the shipment directly.
  As for communication, we respond to all emails within 24 hours. If youve sent multiple emails and didnt see our replies, its possible they may have gone to your spam or junk folder.
  Regarding returns, hinge items are not eligible for refunds due to hygienic reasons and because each brace is assembled individually per order, which is stated clearly on every product page and on our returns page. That is why your return request was not able to be approved.
  We understand your frustration, but I want to reassure you that we take customer care seriously and do not ignore messages. We are a small company dedicated to helping dogs, and we do our best to handle every case as quickly and transparently as possible.
  Best regards,

• Initial Complaint

  Date:07/30/2025

  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 am behind frustrated! I ordered on 7/16/25, I ordered the double knee brace with harness, connection belt, 2 hinges I paid ****** +***** shipping a total of ******. I was surprised of the shipping because it said it was free shipping go figure! I measured my dog the way they said to, and it recommended a xl large so that's what I ordered. Being that I was paying for shipping I went with the 2 days I received it on 7/21/25 (not a 2-day shipping but I was charged for it) I was excited to get the braces for my dog as she could barely walk as she tore her ACL, When I tried on, they were way to big. I made sure there was no dog hair on them and put them right back in the package and started a return. They said I couldn't return them because they had custom hinge! I see on the website if it was a custom casting brace it couldn't returned but not the braces with the hinges or I won't have ordered. Buy beware! The braces are already made they just insert the hinge part they could still sell them. The problem is not every dog is the same size I've tried 3 different braces from 3 different companies, and they didn't fit her body shape. I email them 7 times since then and they responded with they could give me 50% off one of the hinges they were ****** for the hinges so They would only refund me ****** that's all they were going to give me or in store credit which I needed to get way better support then what their product could do for my dog and like I said she has an odd body shape. I have not heard anything for them and it is 7/28/25. Also, on their website it asks if you want to give them a tip of course I didn't, but on my credit card they charged ****** and another charge of ***** I asked what the charge was and no responses. I feel no matter what you do this company has no intention on refunding your money. I feel scammed and miss lead! Shame on you for taking advantaged of people trying to get help for their pets and people's wallet. Thanks *******

  Business Response

  Date: 08/20/2025

  Hello *******,
  Thank you for your detailed message. I completely understand your frustration, and Id like to take the time to clarify a few important points about your order and our policies.
  First, regarding shipping free shipping is always available with our standard service. In your case, you selected expedited shipping (2-day), which is why the shipping fee was applied. Unfortunately, once the carrier has the package, we cannot control exact transit times, but your order was processed and shipped immediately on our side.
  On sizing, I want to reassure you that the size recommendation is based on the exact measurements provided. The XL was selected according to those numbers, and the brace you received does cover the knee joint as intended. Sometimes, depending on a dogs body shape or condition, the harness and connection belt are necessary to hold everything securely in place. This is why we always strongly recommend using them together.
  Regarding returns hinge braces are listed on every product page and on our returns policy page as non-returnable. This is not only due to hygiene reasons, but also because each hinge set is individually assembled for your order. Once shipped, they cannot be resold. This is the reason we cannot process a refund on this type of item.
  The additional $11.39 charge you noticed is not from us our system only processed the single payment of $379.84, which includes your full order and shipping. We recommend checking directly with your bank or credit card provider, as sometimes temporary holds or processing fees appear as separate charges.
  We are not in the business of taking advantage of pet owners our entire mission is to help dogs regain mobility and improve quality of life. I know this situation has been frustrating, but I hope this explanation clears up the misunderstandings.
  Best regards,

• Initial Complaint

  Date:07/24/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 the Hinged Knee Brace for Dogs - Cruciate Support and Improved immobilization for our dog in May of this year. Our dog was made immobile by the hinged support included in this brace so I contacted Tailwind and they were kind enough to refund a portion of this support despite this being a non-returnable item. Now I am experiencing issues with the brace that we kept. The writing on the brace is coming off and stitching on the brace is coming apart. I attempted to contact Tailwinds again to resolve this issue to only be told that extreme heat and/or washing could negatively impact the quality of this brace. My dog wears this brace for an hour five days a week only when we walk on paved sidewalks at night. This brace has never been subjected to extreme heat and/or water. This brace was expensive and has last mere months, I am requesting a full refund for this brace as I will have to now located another brace that will provide longer support for our dog. Thank you.

  Business Response

  Date: 08/20/2025

  Thank you for your message and for sharing your experience with us. Im sorry to hear about the issues youre noticing with the brace.
  To clarify, all of our braces are designed for long-term support and undergo strict quality checks before shipping. Normal use such as wearing during walks should not cause significant wear within a few months. However, factors such as individual gait, how tightly the brace is fastened, or the dogs activity level can contribute to signs of wear over time.
  As you mentioned, you had already received a partial refund earlier for this brace. Since hinge braces are classified as non-returnable (outlined on each product page and our returns policy), we unfortunately cannot process a full refund at this stage.
  That said, we want to ensure your dog continues to receive proper support. If you can share photos of the current condition of the stitching, I can forward them to our production team for review. We may be able to recommend an adjustment or replacement part so you dont need to purchase a completely new brace.
  We truly value your feedback and want to make sure your dog has the best possible mobility support.
  Best regards,
  *****

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23650203
  
  I am rejecting this response because:

  The requested photos are attached.  We will reiterate to the merchant that our dog wears this brace for one hour walks per day.  These walks are on paved sidewalks and our dog is never allowed in water of other elements while wearing this brace.  We are disappointed by the quality of this brace after very limited use and no longer feel this brace offers the support we purchased this for.  Furthermore, we have never washed this brace because the use it minimal.  We are requesting a full refund of the brace.  We acknowledge the merchant has already provided a prior credit for the hinge support.

  
  Sincerely,
  **** ****
  

• Initial Complaint

  Date:07/22/2025

  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.

  Value/performance. Echo exactly what others have experienced. Exorbitant amount of money for nothing more thsn a 6" neoprene/velcro strap. Exercise caution in dealings.

  Business Response

  Date: 08/20/2025

  Thank you for your message. Id like to clarify a few points regarding our braces.
  Our products are not simple neoprene straps they are carefully designed orthopedic supports, developed together with veterinary input to provide targeted stabilization of the knee joint. Each brace is constructed with specialized materials and reinforced stitching to balance comfort, durability, and functionality for dogs dealing with ACL injuries, arthritis, or mobility issues.
  The value of the brace comes from the support it provides and the difference it makes in a dogs mobility, not just the raw materials. Many of our customers report their dogs regaining the ability to walk, play, and live with less pain thanks to the braces.
  We understand not every solution works the same way for every dog, but I can assure you that our braces are the result of years of development and are priced to reflect both the quality of the design and the dedicated support we provide to each case.
  Best regards,

• 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. ????