Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2024

  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.

  I purchased this product from this company for 2 reasons. It stated money back guarantee and made in the ***. The first brace sent didn't fit and when I personally measured it didn't even fit the supposed measurements. I emailed about a refund at which point was told since I tried it on my pet which not sure how else you find out if it fits they would exchange not refund. Unfortunately I agreed. I had to pay return shipping to be sent another inferior product but this time I knew their game. I never put it on my pet. I removed the hinged piece as instructed sent it back. I requested a status on my refund once tracking was confirmed it was delivered. Only to be given an excuse all return shipments go to the refund 1 specific day of the week then it takes 10 to 14 days to inspect and refund. Today which is day 14 they sent and email with a picture saying there was hair on it and it's not resellable and it will be destroyed and no refund given. Best part the hair is white my dogs aren't next the metal piece is showing in the picture I removed mine and have it. I filed a fraud claim with my credit card company. They need something to be done

• Initial Complaint

  Date:06/11/2024

  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 braces for my dog and she died before they were delivered. I messaged the company about it and they seemed very sympathetic and told me to return the braces to the address given for a full refund. I promptly returned the unopened product to the address given and after a week of the package being confirmed delivered I had no refund nor contact. Asked them why and they claimed they need 7-14 business days to inspect my literally unopened return before refunding me. I waited patiently and after having my return for a MONTH still no refund. I again contacted them and am not receiving any response. I now have to file a claim to get my money back. Looking at the other complaints this seems like something they do regularly. You can see via my screenshot of the label I purchased and the tracking that I sent it to the exact address they gave me and it was delivered to them. Disgusting behavior from a company.

• Initial Complaint

  Date:06/05/2024

  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.

  Purchased a leg brace, dog harness and connection belt on April 28, 2024,Order # *****. Package was received on May 3, 2024 but the sizes were much bigger than the size chart suggested. Reached out about refund or exchange. They instructed to order size smaller than first order, so it does not delay the new brace getting shipped out. I ordered a new brace, sent back the old brace and harness but kept the connection belt since that is one size fits all. Returned items were received at their warehouse on May 13, 2024. I followed up on May 23, 2024 on the status and received reply that it could be 14 BUSINESS days so Monday June 3rd was the 14th day since item was received. I emailed a request of update and did not received a response. Sent another message today (June 4th) and they are still not responding. Upon further research on ********* I am not the only one that is experiencing the same thing and now I am certain that they intentionally sent the wrong size to have it shipped back, buy another one and never refund the first order so it is almost doubling their profit. I have disputed the first charge of $185.19 with ******** and they plan to reach out to the merchant to follow up on my dispute.

• Initial Complaint

  Date:06/05/2024

  Type:Sales and Advertising 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 or around 04/23/24, I purchased a harness and hip brace for my dog, totaling $141.85. The product did not fit my dog properly, and I determined that it would not meet my needs. I returned the product on 04/30/24 in clean, like-new condition in accordance with the companies return policy and requested a full refund. Their warehouse accepted the return on 05/03/24, as confirmed on tracking number **********************. By mid-May, I still had not received a refund, so I sent an email. According to the company representative *****, most refunds are completed in ***** business days. As of 06/04/24, I have not received a refund, even though I followed their return requirements.

• Initial Complaint

  Date:06/05/2024

  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.

  Purchased dog brace on 4/18//2024 from tailwindpets.com. The brace wouldn't work for my dog. Followed return policy meticulously as they stated return had to be in perfect condition. Used tweezers and lint remover with magnifying glass to remove any and all hair and then sealed all items in zip lock baggies. Wrote order# on package and included all necessary information inside. Tracking indicated that it was delivered to them on Friday May 3rd. Emailed them on May 17th about status. They responded by email that they receive returns on Monday or Tuesday from the warehouse. There website says once received it takes 5 - 7 days to process and a few days for credit to show up on card. In email they said once received it would take up to 10 days to process. According to their correspondence the refund should have been processed no later than May 21. It is now June 4. I've reached out on current status by email and haven't received a response. Telephone # refers you to email. They state they won't refund on the hinge splints. I didn't order a custom brace so conceivably the splint could have been re-used in any medium sized brace. They agreed to issue me a credit of $100 for the splint that could be used to order another product like a dog bed. They mention the non-refundable splint just below policy on custom braces not being refundable so it can be confusing. Seems like an arbitrary way to avoid a total refund to me. So as of June 4 no contact from company on return and no response from my attempts to contact on status of refund.

• Initial Complaint

  Date:05/28/2024

  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.

  Good Day,My name is ******* and I ordered a ********* from a company called Tailwind Pets who is no stranger to the BBB in which they have an F rating with them and horrible reviews on Trust Pilot and Google.On April 22, 2024 I ordered one of their leg braces, the harness and the leg splints. The order# is *****. There were a lot of moving parts in trying to find the correct fit for my dog but in the end it some what worked out until we came to the harness. The process of returning a couple of items in exchange for the correct sizes went through flawlessly.To make a long story short, on the last leg of this debacle I had to return the harness in which I did request a small but didnt realize it was that small so I requested a refund. I followed the rules set out in their policyI was within the 30 day grace ****** and even have a tracking# which is **** **********************, Delivered, Left with Individual 04/26/2024 1:50pm COMPTON CA ***** Reply STOP which clearly shows that the item was delivered. I have been dealing with their customer service **** and a lady by the name of ***** has been my contact. They do have a phone number but you can never get through to anyone. I have the full email thread between me and ***** which was going great until I requested the refund on the harness. No responding back to my repeated emails or anything. Just ~crickets~ in the background. All communication for some reason ceased.This company not only has the item that I sent back for a refund but money as well in the amount of $36.00 which was the cost of the harness.This should not be so as this is bad business practice. They literally like stole $36.00 from me and they still ended up on top because they have their items back as well.I have the full email thread between ***** and myself along with a copy of my receipt that's made part of their confirmation email that they send. People work hard for their money, not to have it stolen from them.

• Initial Complaint

  Date:04/26/2024

  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.

  This business is a scam, the dog knee braces don't stay up, they don't fit like the should and they claim a 30 day money back guarantee. Then they ghost you when you want a refund.

  Business Response

  Date: 05/21/2025

  Thank you for your feedback we're sorry to hear that you had a frustrating experience.
  After reviewing your case, we can confirm that this was resolved with a partial refund, and we want to clarify that we always offer one free size exchange for customers in cases where the initial fit isnt right especially if there was a measurement issue. We're committed to helping each dog get the support they need and always do our best to find a workable solution.
  We understand how disappointing it is when a product doesn't meet expectations, and we truly regret that you felt ghosted thats never our intention. If there are any unresolved questions or if you'd like help with a better fitting brace, were still here to assist.

• Initial Complaint

  Date:04/15/2024

  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 purchased a brace from them and upon ordering the SopPay function deleted my address and put in my old address. This happened at 8:40pm on 4/4. I emailed them at 6:40am of the issue and provided the correct address as there was no way to cancel the order. They emailed me back at 12:12 saying they would inform the production team and get back to me. Well they go back to me on Tuesday after the item was already delivered to the wrong address. If they would have just told me straight off that it was already gone I could have contacted ***** Now they are refusing to do anything to remedy the problem. While I get that I made the original mistake according to **** they has 4 hours to after I sent my email to fix it or just tell me they couldnt. This is why I have stopped supporting small businesses and I should have just stuck to that.

  Business Response

  Date: 05/21/2025

  Thank you for reaching out, and were truly sorry for the inconvenience and frustration this situation has caused.
  We understand how upsetting it is when a shipping error occurs especially when you made an effort to contact us promptly. While its true the shipping label was generated shortly after the order was placed, and we werent able to update it in time, we do wish we had communicated that to you more clearly in our initial response. Thats on us, and we sincerely apologize.
  Please know that if the package had been returned to **, we absolutely would have processed a full refund or reshipment. If it still gets returned to sender by ****, were happy to follow through on that.
  We also understand that the error with the address was due to the payment provider autofill and unfortunately, those do sometimes override the entered shipping details. We always recommend double-checking the final address at checkout, but again, we understand mistakes can happen.
  If there's any movement on the tracking or if the package returns to our warehouse, please let us know and well make it right.
  Were a small team, but we care deeply about our customers.

• Initial Complaint

  Date:03/27/2024

  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.

  On March 17, 2024, I purchased a Hinged Knee Brace, Orthopedic Dog Harness, and a Connection Belt from Tailwind Pets. I paid $12.95 for two day shipping. The order was received on March 25, 2024. Many attempts were made to contact the company but apparently the phone number on the website is nonexistent. I received reply emails from ***** never with any resolve. I am requesting a complete refund as the brace does not fit my dog properly (measured according to website) and the company does not appear to be as advertised.

• Initial Complaint

  Date:03/02/2024

  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.

  On 2-20 I ordered a knee brace for *****, I ordered wrong size. sent them email stating this, got the instruction on how to return, followed those steps, I know they received it back as I had sent priority mail so it was tracked back to them on Friday 2-23 1:45. At the time they suggested to just reorder the proper size which I did on Feb 21 this time I paid additional shipping as my dog is in pain and in need of the brace. It is March 1 and I have yet to receive the second brace and have emailed the company numerous time and tried to call which is automated and refers you back to emailing and then hangs up not allowing you to leave a message.