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:08/05/2024

  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.

  We are extremely disappointed with this company. Despite carefully following their sizing directions, the brace did not fit our dog. We tried it on, found it unsuitable, and promptly returned it after receiving authorization. However, they refused to refund our money, falsely claiming the brace was not in a condition that it could be resold. The brace was only tried on and returned in its original state. My wife inspected it and verified that it did not have any hair on it before we shipped it back (as we were well aware of the policy). 12 days after they received it I inquired about the status of the refund. They responded 6 minutes later with the refusal (why wouldn't you send a response as soon as the determination was made?).

• Initial Complaint

  Date:07/29/2024

  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 item using sellers directions.Received item, it was obviously to small. Contacted seller for return process. Returned unused item per instructions.Seller received item, Signed for, but wont credit account. Claimed processing errors on their end.

• Initial Complaint

  Date:07/24/2024

  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.

  Purchased a product in May returned to company same day received package they refuse to give me my money back and they kept the product I see there are many complaints about the company yet they still keep doing the same to others I want my ****** back fir a product I do not have

• Initial Complaint

  Date:07/24/2024

  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.

  My senior dog tore his acl and I ordered a stock brace from Tailwindpets to help manage his injury. We decided to go in a different direction and before my package had even been delivered, I emailed the company per company policy to inform them of the return. I received an email stating.. The return policy says custom-made brace AND hinged splints. I did not make mention of your order being customized.The splints are manufactured by a different team and are only ordered when we receive an order for it, which makes it 1 of 1. Due to the additional expenses that come with splints (material, labor costs), it is a non-refundable item. The product details never states this directly, not to mention, the websites description of the brace with a hinge never states it is non refundable. Quite the opposite, he says they have 30 days guaranteed refund. They offer the hinge as a bundle with the stock brace. Knowing customers cant return it once its purchase. Oh and if you want to return it, they will deduct $100 from the return for the hinge. Its false advertisement at a minimum. Why would a company hire all those robots to comment with positive reviews and pictures when they know its a lie. Why would a company prey on already distraught dog parent going through the worst time of their life for a profit gain? I am devastated, not only did I lose $200 I didnt have (im a teacher) but by baby cant get the care he needs because of companies like this. Tailwindpets company needs to be stopped immediately.

  Business Response

  Date: 05/21/2025

  Were truly sorry to hear how difficult this situation has been for you, and we understand how emotionally overwhelming it is when a beloved pet is injured. We never want anyone to feel taken advantage of especially not during such a stressful time.
  That said, wed like to clarify a few important details:
  Your order for a hinged dog knee brace was delivered successfully via *** on March 6, 2024 here is the full tracking link for your reference:
  *************************************************************************************
  As stated clearly on our website, throughout the product page and during checkout, hinged braces are considered custom-made and therefore non-returnable. These braces are not pre-produced or stocked they are individually assembled upon order, using custom-fitted splints that require specialized labor and materials. This is precisely why they fall outside our standard 30-day return policy.
  We understand that you contacted us before the item was delivered. However, because production begins immediately after the order is placed, hinged braces are classified as made-to-order and cannot be resold or reused for another dog.
  Regarding the claim of false advertising we respectfully disagree. Our return policy is clearly written across multiple pages, including our FAQ, product page, and checkout flow. We're constantly working to improve clarity, but we never intentionally mislead customers. The hinge upgrade is transparently explained as a custom addition, and the associated $100 value is clearly listed for customers who purchase it separately.

  Furthermore, we always offer 1x free exchange for people buying custom braces, which is 100% out of our own pockets - when people make mistakes measuring f.e. 

• Initial Complaint

  Date:07/24/2024

  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.

  ordered a knee brace which was supposed to have a 30 day return option. the brace did not offer the level of support my dog requires and we promptly(within a week) returned the brace. have requested money back guarantee but am being "ghosted".

• Initial Complaint

  Date:07/11/2024

  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 bought the first Tailwind knee brace for my dog February 2023. It helped her a lot and lasted about 14 months before falling apart. Considering she wore it almost every day that seemed reasonable and I ordered her a new one. The new one that arrived I could tell was made with different materials but it seemed fine. Well in less than 2 months the new brace has completely fallen apart. I have a senior dog so its not like she is putting a lot of wear and tear on it. The velcro split and it wont even stay on my dog as the bottom velcro started falling apart also. I reached out to customer service and they offered me a 50% off coupon. Why would I want to keep paying for a lower quality and cheaply made brace now that I know will fall apart. What a shame that their quality has gone downhill. I wont be buying another, even at 50% off. Ill take my chances on an Amazon cheapy if they are just going to fall apart for the expensive ones from Tailwind.

  Business Response

  Date: 05/21/2025

  Thank you so much for your continued trust and for sharing your experience with us. We're very sorry to hear that the new brace didnt meet your expectations thats not the standard we aim to deliver.
  We want to clarify that all our braces are made using high-quality, orthopedic-grade neoprene the same material trusted in medical settings for joint support and comfort. Recently, based on feedback from our veterinary partners (with whom we're conducting ongoing clinical studies), we transitioned to a slightly thinner and more flexible neoprene. This change was made to enhance comfort, especially for long-term daily wear, as increased flexibility can improve natural movement for many dogs.
  That said, durability should never be compromised, and it's clear that something went wrong with your recent brace which we take very seriously. We'd be happy to send you a free replacement from our most recent production batch, where we've reinforced both the velcro and stitching based on valuable customer feedback like yours.

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 21953020
  
  I am rejecting this response because: its been almost a year since I reached out to you. If you had responded to me 10 months ago this way I would have been happy. At this point, my dog has passed away and this is just rubbing salt in the wounds. I stand by my complaint of the brace falling apart and being more cheaply made than the original I purchased. Good luck with your business and you have lost a customer for life. 
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:07/11/2024

  Type:Delivery 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 brace from Tailwind pets..my dog has other issues that the brace can't help..I never placed it on the dog..I returned it with the tags still on..no damage..I mailed it June 4th 2024..the tracking number stated they received it June 7th 2024..They now say it was never received..1st they kept sending the same email..it takes 5 to 10 business days to process the refund..then I emailed them I was filing a complaint with the BBB..The next email stated they never received it.The US postal tracking number confirmed that they did receive it June 7th at 2:31 pm..

  Business Response

  Date: 05/21/2025

  Thank you for bringing this to our attention, and we're truly sorry for the frustration you've experienced.
  Weve looked through our system but were unfortunately unable to locate any past emails from your address regarding this return. Its possible they didnt come through or were missed and for that, we sincerely apologize.
  If you could kindly resend the original emails along with the **** tracking number that shows the delivery on June 7th, 2024, we will immediately reach out to our logistics partner to investigate. We take return issues very seriously and want to resolve this as quickly and fairly as possible.
  Thank you for your patience, and we look forward to resolving this together.
  Warm regards,

  Customer Answer

  Date: 05/21/2025

   
  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:06/27/2024

  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.

  We are extremely disappointed with this company. Despite carefully following their sizing directions, the device did not fit our dog. We tried it on, found it unsuitable, and promptly returned it after receiving authorization. However, they refused to refund our money, falsely claiming the device was not in "resaleable" condition. The device was only tried on and returned in its original state. The pictures they provided, alleging hair on the device, did not match the item we returned. As shown in our picture, the device was in perfect, unused condition.This company's business practices are dishonest, and we strongly advise against doing business with them.Product received: May 13, 2024 Requested refund: May 14th, 2024 wrong size-never worn Shipped back and received by company: May 19th, 2024 Sent email for refund: 6-3-24 Refund refused: 6-26-24

  Business Response

  Date: 05/21/2025

  Hello ***** Strategyforsuccess now,

   

  Thank you for your message, and were sorry to hear about your experience.
  We've thoroughly checked our system, but unfortunately, we couldn't locate any records under your name, email, or the provided timeline that match this return case. It's possible that the order was placed under a different name or email address, or that the communication may not have reached us correctly.
  If you'd like us to look into this further, please feel free to reach out to us again directly and include:
  The order confirmation or receipt
  Any email correspondence
  Tracking details of the return
  Once we have that information, well be happy to investigate the case in detail and work toward a resolution.
  Thank you for your understanding, and we hope to hear from you soon.

• Initial Complaint

  Date:06/17/2024

  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.

  They issued a refund for for one of the orders they said it would be 3-5 days because they were returned at seperate dates. So I said okay and waited. It has now been 30 days and they will jot answer phone, email even ******** messenger I paid and when im told a full refund withing 30 days I was within the 30 days and item was returned the way I purchased it. But they have basically stopped all communication after I was told i was getting a full refund and I have all the emails to confirm...I item was to tight couldn't even get it on. And we ended up doing surgery because they cam highly recommended but unfortunately they seem to be a scam company stealing peoples money.

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair 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 knee brace for my dog and I realized he needed more support. The product was not used and I began the return process immediatley: double knee brace (Invoice # *****). On April 26, 2024 I went to *** and returned the brace: Tracking Number 1Z5R76790357816566. - MAY 5 Seven days passed without a refund so I emailed them. I was told a refund takes 7-14 days. So I waited - MAY 24 .I checked again and got this response, "We apologize for the delay. I will check on the status and ensure that it is processed promptly. You should receive the $109 refund shortly.".- JUNE 1 I emailed again- no response - JUNE 4 I emailed again - no response - JUNE 5 I receives this response, "Our warehouse team has experienced delays in processing refunds. We anticipate that the warehouse team will resume processing refunds this week."- JUNE 11 I confronted them about their unprofessional tactics and the total mishandling of my issue. They would not let me talk to a person in charge and they would not give me a phone number to call. I told them I was filing a complaint with BBB.- JUNE 11 I got this quick response, "After checking our records, it appears that the returned item has not been processed in our warehouse, even though the tracking may show it was marked as delivered. Unfortunately, we have not received the item.To resolve this issue promptly, we can offer you a 50% refund as a gesture of goodwill. Please let me know if this is acceptable to you, and we will process it immediately."- JUNE 11 I told them 50% was NOT acceptable and to refund my $109 - JUNE 12 no response - no refund

  Customer Answer

  Date: 06/24/2024

  I wanted you to know, they did finally reimburse me. I do believe that was due to me writing 2 bad reviews and contacting you.