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:01/21/2025

  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 Knee Brace for my Dog on November 28th during their black friday sale totaling $93.41. Once it finally arrived on Dec 9th it did not stay on my dog, and I requested a refund via email on Dec 10th. I was given authorization to return the product and was instructed where to send it and was told that once they received in inspected the item my refund would be processed to the credit card i used to purchase the item. The item was delivered back to them on Dec 26th ***** Tracking # **** 5156 2421 4358 5668 66). I have not heard from them and have not received my refund yet...I have replied to our email chain multiple times requesting an update on the refund status and they are now just ignoring me.

  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:01/13/2025

  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 for Dogs - Cruciate ************** Relief with the Orthopedic ******************** Belt and splint on the left size for my dog, who is a pit bull mix and had just torn her CCL. Despite following the sizing guide, the brace would not stay on whatsoever. It would immediately slip down, even when using the connection belt. It was clear that an alternative size would not work. I initiated a return on 12/2 and the package arrived on 12/6 based on the tracking number. I sent them the tracking number of 12/11 after realizing I had forgot to send it. I did not hear anything after that, so followed up with them on 12/30 to inquire about the status. On 1/6, I received an email with a picture of a brace with a single hair on it, saying that it was not refundable. However, I diligently cleaned the brace to ensure there were no hairs on it prior to returning. I wish I had taken a picture before sending, but I assumed that TailWindPets would act in good faith, which is not the case. Also, I am not 100% convinced this is the brace I returned for my dog, since they do not have a picture of it with the envelope that I mailed it in and it does not look like a hair from my dog. Also, the harness is not pictured.I paid $233.85. While I know that I cannot get a refund for the splint (even that I don't understand why but recognize I agreed to it while purchasing), I believe I am still owed $133.85 for the ********* seems that my issue is consistent with a lot of others complaints filed here and reviews elsewhere.

  Customer Answer

  Date: 01/23/2025

   I just wanted to update that I have been given the refund of $132.40 after telling the business I had filed with BBB and so it has since been resolved.

• Initial Complaint

  Date:01/10/2025

  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 ordered a Knee Brace For Dogs from Tailwind Pets on 11/6/2024 for $71.90. When i received it in the mail it was too small for my dog so I emailed the company for a return. They provided me with a shipping label which included a tracking number and said they would refund my purchase when they received the order back. I sent it back and it was delivered back to them on 12/6/2024. The order was in perfect condition and still in its original packaging when I sent it back. They still have not issued my refund and are also continuing to ignore any follow up emails I send them.

  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:01/09/2025

  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 ordered a dog brace for my dog on 11/15/24. I received it on 11/20/24. The brace was too big, so I immediately checked for any hair and placed it back in its original packaging. (This info is important because it was made clear by the company that it must come back in perfect shape. So it spent no more than 2 minutes out of the packaging and I made certain that there wasnt any hair on it. The very next day (11/21/24), I shipped it back to the company and ordered the correct size. I sent an email with the tracking info and waited for it to be delivered. After I knew it was delivered, I began inquiring about my refund. At first, I was told to wait. When another week went by, I reached back out with no response. I then sent around 5 emails over the course of a few days with no response. Assuming I was no longer going to receive a refund or a response from this company, I decided to dispute it with my bank. A couple days after this, I finally receive an email with a photo of a brace that was clearly not the one I sent, stating that there is hair on it and they cant send a refund. They are hiding behind the statement that it needs to be sent back in perfect condition, and then concocting a fabricated lie that every product they receive isnt in perfect condition, so they can keep everyones money without accountability. I also noticed that they have removed every negative review from their site, which makes it blatantly obvious that this company is dishonest. To add to the mess, I will add screenshots of the website stating that it will take up to 5 and 7 days for a refund, followed by 2 different emails making different conflicting claims. One day I am told it will take up to 10 business days and then later I am told 10 to 14 business days.

• Initial Complaint

  Date:12/12/2024

  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.

  Ordered leg brace, does not fit my dog and style does not support their leg. Returned in the same condition it was sent to me, new with tag and in bag. Their website claims returns are accepted within 1 month. Ordered 10/25/24, received 10/30/24, return initiated 11/20/24 and received 11/25/24 according to tracking. No refund or response to return inquiries have been received as of today, 12/11/24.

  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:11/14/2024

  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.

  Oct 9 24. Bought dog brace online. Only said 30day no hassle return. Lied. Product did not fit my dog and poor quality and design. Called the number provided online. No answer for a the few days I called . Then email them and finally they respond . Then they told me only partial refund because they cannot use the hinge. So I returned it and now they said its damage. I did not damage the product. If I had look at the complaints it has with BBB I would not have bought it from them . Now I have lost $301.00 . A lying company. 30 days no hassle return is a lie. I hope nobody buys them. It was recommended by my vet but I am Calling my vet and other vets In My area to not recommend them any more.

  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:11/12/2024

  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.

  On 7/19/2024 I purchased a dog brace from Tailwind Pets on the recommendation of my vet for use on my dog who has a torn ACL on one of her back legs. I received the first brace I ordered online about 2 weeks later but had to return it because it was too big. I contacted Tailwind Pets about the size issue and they suggested I return the original brace and they would substitute it for a smaller size. I returned the brace in it's original packaging and they sent me another brace in a smaller size after accepting the return of the original brace. There were no complaints from Tailwind about the condition of the original brace. The replacement brace didn't fit either so I returned it in unused condition. After more than 1 month I sent an email asking the status of my refund and still no answer so I sent another request for the refund status. Today, they responded by email saying because there was a dog hair on the brace it was unuseable and therefore they would not refund my money. Because the brace contains velcro it is virtually impossible to try the item on my dog without getting a few hairs on it. Before returning it, I was diligent about making sure the brace was as hair-free as possible. Additionally, my dog NEVER used either of the braces - I only tried the brace on the dog to see if it fit. Not refunding my money is ridiculous. I have file a dispute with my credit card company and according to them my complaint about Tailwind is not the first they have processed for the same reasons. I don't seek a resolution from BBB but just want to let other potential customers know about the shady business practices of this company.

  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: 22437617
  
  I am rejecting this response because: 

  It took months to get a refund that Tailwind initially denied because you said there was dog hair on the item. The item was only used to try it on and determine it didnt fit or support the back leg as hoped. I meticulously cleaned the item before returning it but since all dogs have fur and the brace has lots of Velcro its to be expected that a tiny amount of hair might remain. It was only after I disputed the charge with my credit card that Tailwind agreed to a refund. Then it seems no one in accounting could do refunds in a timely manner. I was so frustrated that I just said f*ck it and had my credit card company dispute the charge. It would have helped if Tailwind had a live customer service person instead of only email contact that oftentimes didnt respond for a week or more at a time. Someone from the company should have called me directly to help resolve the problem. 
  
  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 

• Initial Complaint

  Date:11/12/2024

  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.

  9/7/24 $102.90 They committed to provide an independent knee brace (Can be used without a harness, which isnt true) that will fit by following the size guide shown on their website. I watched the videos and sized my dog numerous times before placing the order. When I received the package, not only did the knee brace not fit, but it couldnt stay on my dog without the use of a harness and the brace was advertised as independent - meaning, no harness necessary. After I tried it on my dog, I picked off the 6 hairs that were on it, packed it up, and shipped it out. I heard from the business today that after a month and a half, they are not refunding me because it was returned to them in not usable condition. I took a picture of the brace before I put it back in the bag and it didnt have a hair on it - because I had a feeling because of their complaints, that they would try to do this even if I did everything correctly. The business is saying that because there is hair on it, it cannot be returned. There wasnt hair on it when I sent it back, AND its false SOOOOO wrong on their part because their size guides do not accurately depict the size of their product. Are they doing this on purpose so when its returned they have more inventory? It really is a scam. Please dont let them to continue to operate in this way. Id prefer to put money back into our economy, not have them steal it.

  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: 22437377
  
  I am rejecting this response because:

  The company is stating that they do everything they can to let people know that customizable items are not returned. I would agree they do a great job at that. It's all over their website. The problem here is that I did not order a customized piece. I ordered a knee brace that was straight off the shelf, and now this company is basically pointing a finger at me saying that it was my fault. I'm sorry but that is just not factual. Prior to making the return, I looked up reviews on how the returns were handled. I was concerned since this company is not based out of *****************. I found that when people were making LEGITIMATE returns, TailWinds would tell them that they could not accept the return because there was hair on the product or it was not clean. There are numerous pictures online of people getting a picture from the company showing the "used" status, and those pictures weren't even of the same product the customer purchased. I decided to take a picture of the knee brace before I returned it. I made sure it was spotless and sent it back. I wasn't surprised when they said it wasn't in good enough condition to return. Here is the kicker folks.... so they had my money AND the product back. This was after I went through their return process and sent follow up emails until I was blue in the face. They did not refund me until I threatened to go onto social media and let the public know of my factual experience with getting swindled. The company's response is accusatory without basis and is an attempt to drag out emotion for a sympathy card. Don't fall for it. They are defrauding their customers and stealing their money. 
  
  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

  Dear *******,
  Thank you for your detailed message. We hear your concerns and are truly sorry that your experience with us left you feeling frustrated and disappointed.
  We want to start by clarifying that we never intended to place blame on you or diminish your experience. Our return policy exists to maintain fairness and hygiene standards for all customers, and we try to communicate it as transparently as possible. That said, we completely understand how upsetting it must have felt to go through the return process and not receive a prompt resolution.
  We rely on our third-party logistics partner to inspect returned items, and unfortunately, they determined the returned product could not be restocked due to visible hair. This decision wasnt made lightly, nor without supporting documentation from their end.
  Were a small business of just five dedicated individuals, not a large corporation. Were proud to have helped thousands of dogs with mobility issues, and were constantly working to improve our communication and processes. The photo you received was indeed from the logistics companythough we understand it may not always show the item from the angle or context a customer expects, which is something were working to improve.
  We deeply regret that your situation required escalation before being resolved. You were fully refunded, and while we wish the process had gone more smoothly, we do take your feedback seriously. We never want a customer to feel unheard or unsupported, and we hope we can learn from this to serve others better in the future.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 22437377
  
  I am rejecting this response because:

  The Business practices followed by this company, show a consistent pattern of keeping merchandise and not refunding customers. I showed examples of this so I did my original complaint. I want them to take responsibility and not allow them to take advantage of United States customers in the future they say that it was a third-party company that did inspections but a woman named ***** is the one that told me and showed me a picture of it saying that it was inhouse. Everything they say is a contradiction. They take advantage of customers and it needs to be stopped.

  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:11/12/2024

  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.

  On August 25th I received my order from Tailwinds, a left rear brace for my dog. Order # *****. It totaled over $111. The brace was never worn, returned the day it arrived in it's original packaging. I immediately wrote to them saying that originally I needed the brace, but my dogs condition changed and I no longer did. They initially wrote me back on the 26th and said maybe he would need it and I should keep it. I said no, his ** said he doesn't. I mailed the package back, followed all of their instructions including tracking the shipping, etc. and have copies of all of it. I never heard back. On September 8th I inquired about my return. They said they only process returns on a weekly basis, "our warehouse team handles returns, usually forwarding them on Mondays or Tuesdays. All return is thoroughly examined when it is received to make sure it meets the criteria for return. Refunds are then handled with promptness.Given this process, we ask for your understanding and allow the return team up to 1014 business days to process the return shipment. We are mindful of how important it is to go quickly through this procedure without neglecting the vital quality control assessments."I still never heard back. I inquired again on October 16th. Today, I was told my return was not accepted because they saw a hair. They sent a photo. I personally don't see a hair, but also, it's a brand new, unworn item. I don't know what hair it is or where it came from, but I don't know what to tell them. Many things end up with a hair on them. I find this completely unacceptable that they held the item for almost 2 months to now tell me a HAIR was found and they can't issue me a refund. I attached the photo they sent to show why they can't refund my money. Maybe the hair came from the months they held it in their warehouse. Maybe from me putting in the receipt? I don't know. But it seems absurd.

  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

   
  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:11/06/2024

  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.

  On 8/19/2024 I purchased a medium double acl brace with harness from Tail Wind Pets in the amount of $259.00. I did contact the company for sizing help and was told to order the medium and it could be easily returned should it not fit. It did not fit. I did return it after cleaning it and hand picking any hairs on the product. When they received it, I was told their were several small hairs on it and it could not be refunded. I asked that the product be returned to me so that I may donate it to a shelter. I was informed the product was destroyed. No refund was given.

  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: 22395487
  
  I am rejecting this response because 

  I have written to the email address provided in the letter, however, until I receive an actual offer of rectification, I do not feel comfortable closing this case.  I will be happy to reconsider my decision to keep the case open or to close it depending on the company's further attempt to rectify this poorly executed business transaction.
  
  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

  Weve carefully reviewed your request once more. Our logistics warehouse, which handles all return inspections independently from us, has provided a photo clearly showing dog hair on the returned brace. As per our hygiene and return policy, which is outlined on our website, we unfortunately cannot accept used or unclean items for full refunds due to health and safety standards.
  That said, we do value your efforts and your feedback, and wed like to find a fair middle ground. While a full refund isn't possible in this case, were offering you a partial refund as a goodwill gesture to recognize the time, effort, and concern youve put into resolving this matter. Our goal is always to leave customers feeling heard and treated fairly.
  If youre open to this resolution, please let us know, and well initiate the partial refund immediately. We truly hope to settle this in a respectful and positive way.
  Sincerely,

  Customer Answer

  Date: 04/25/2025

   
  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.
  However, I reviewed the photos of the dog hair found on the returned brace.  It showed small white hairs.  I do not now, nor have I ever owned a white dog.  The dog the brace was for is brown.  I stand by my assurances that the brace was returned in pristine condition, and have to wonder if the hairs were in or on the person inspecting the brace at your third party facility.

  I am tired of dealing with this, so I accept your offer of a refund of half the cost of the brace.  

  Sincerely,
  
  ****** *******