Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Pets

Tailwind Pets

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pets.

Complaints

Customer Complaints Summary

  • 83 total complaints in the last 3 years.
  • 81 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/25/2024

    Type:Delivery Issues
    Status:
    Answered
    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 for my elderly dog. She ended up passing away on 1/15/24 and item delivered 1/16/24. All I have been trying to do is get a return address to get refunded. When you try calling number on website you only get recordings saying email at info@ tailwindpets.com. I've send 5 emails over 4 days with order number and what happened and asking for address to return. No response! Reading additional complaints seems this is what they do! I'm very upset! Please help

    Business Response

    Date: 05/21/2025

    Were truly sorry for your loss we understand how heartbreaking it is to lose a beloved pet, and our condolences go out to you.
    Regarding your case: weve reviewed our records and saw that you filed a chargeback with your bank, and the refund was issued directly by your payment provider. Since the refund was handled through the chargeback process, your case is now considered resolved on our end.
    Were sorry for any delay in communication you experienced early on thats something weve been actively working to improve, and we appreciate your patience during what was surely a very difficult time.
    If you have any remaining concerns or need additional documentation, please feel free to reach out.
    Warm regards,

  • Initial Complaint

    Date:12/28/2023

    Type:Product Issues
    Status:
    Answered
    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 received a dog brace total $305.76 on December 4, 2023 and contacted the seller that day to return the item that was not longer needed. Never used and no longer needed. I returned the item on December 5th **** Tracking #********************** Package ID: ****** The package was delivered on 12/12/23 left with an individual at 7:25pm. I have been trying to get a refund from the company and all I am getting is the run around. I never used this item, paid to ship it back and they will not refund me. Very frustrating. They tried telling me they didn't received the item when I followed up on December 16th, that I needed to give them more time. So I followed up on December 26th and they tried telling me they didn't have the item. So again I sent them the information that it was delivered. Now December 27th the are saying they actually did received it but they will not refund me!

  • Initial Complaint

    Date:10/08/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 dog knee brace from this company and they sent me a brace that was loose. They offered to exchange for me but the next size smaller was also loose. They don't provide a refund if there is any dog hair on their brace when you return it which is impossible since there is velcro that dog's hair gets embedding in on first wear. They don't refund for the part that is easy to clean, easy to resell and the most expensive (the metal splint--which doesn't even align with my dog's knee). DO NOT BUY THEIR PRODUCTS. You might as well throw your money in the toilet. The braces don't fit all breeds (perhaps any breed) and don't provide support. Buy a custom brace or nothing.

    Business Response

    Date: 05/21/2025

    Thank you for your feedback, and we're genuinely sorry to hear that the brace didnt meet your expectations.
    Weve searched our system but were unable to locate your order likely because no email or order number was provided with your review. If you're open to it, wed be happy to take another look and assist.Regarding our policy: we do offer one free size exchange when fit issues occur, and we do our best to help customers find the right support. However, for hygiene and safety reasons, items returned with visible dog hair or wear are not eligible for a refund. Additionally, the hinged splint component is custom-made and non-refundable, as outlined on our website and during checkout.
    That said, were always open to resolving issues when possible and would be happy to help further if youre willing to reconnect with us directly.

  • Initial Complaint

    Date:10/05/2023

    Type:Order Issues
    Status:
    Answered
    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 an order from Tailwind Pets. The item was received and did not fit well so it was returned via **** with a tracking number. The tracking number said the item was received by the address on the website on 09/13/23. Ive emailed the company numerous times asking if 1.) theyve received the return item, and 2.) when I will get my refund. No direct answer has been provided and all I receive is an automatic email response. Ive called the phone number listed on their website and the recordings ********* issues back to their email address. It appears this company is based out to ********* and has a warehouse in *******. Please advise how to result this issue or how to refrain from anyone else being placed in this situation.

  • Initial Complaint

    Date:10/05/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 Aug. 22 I purchased a dog knee support brace. It did not work for my dog so I requested and was given the go ahead to return along with the address to send the product to. The returned product was handed to the individual at the address on Aug. 29 according to the carrier notes. I have contacted the company twice since the return was received and they are currently claiming it was never received. It is now 18 days since they received the return and no refund has been issued despite providing proof of delivery.

    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:09/19/2023

    Type:Delivery Issues
    Status:
    Answered
    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 7/19/23, I placed an order on TailwindPets.com for knee brace $59.95, connection belt $11.95 with $12.95 for 2 business day shipping for a total cost of $84.85. Order #*****. With my sister's permission I used her bank card. Package arrived several days later. I decided I did not need it after all & called company for return instructions. No one answered the phone, only a voicemail, which is how it has continued to be. I have yet to speak with a human being! I followed instructions for return/refund provided on email they sent & still have not received a refund. Since then, I have followed up with several more emails & even messages on ******** messenger. I continue to get the runaround. I personally confirmed with **** that the package was returned on 8/3/23! I sent another email to Tailwind with the tracking number (**** **** **** **** **** 16), and the fact that it was confirmed delivered! Tailwind, through yet another email, is claiming package was never received in their warehouse. They have given me yet more instructions to follow in order to get a partial refund! It is not my responsibility to make sure they keep track of their returns! I have a very bad feeling about this situation! It's feeling like a scam! If this was $20 I would just drop it at this point, but they owe me more than $80! I have posted scam warnings on their ******** page, although I don't know how long they will stay there. My phone number is ************. I will provide anything else you may need. Please help me get my refund. Thank you!

    Business Response

    Date: 03/31/2025

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

  • Initial Complaint

    Date:08/01/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Our dog has hip dysplasia and a torn knee ligament. The Veterinarian recommended a brace to help it heal. I looked at the braces offered by tailwindpets and followed their instructions on measuring for an appropriate fit. When the brace arrived I could see that it would not possibly fit him. I also purchased an additional belt to help it stay in place per their recommendation. I contacted the company and was provided the information on returning the product. I have an email stating that as long as it was not dirty or used I could return it. I decided at that time I would apply the refund of $172.00 towards a different brace that is more permanent and does not require straps and belts. To my shock I was refunded $50.00. The brace was not even tried on or worn, because it was clearly to small, despite carefully following their instructions on measuring him. The brace I want to exchange it for is $675.00, because it is so expensive, the refund would have been helpful going toward it. I still want the more expensive brace however, spending $172.00 and having Nardia tell me if the brace came back in perfect condition we could apply it toward the more expensive one and not honoring that is wrong. I even paid the shipping to return the product. I am requesting that she honor her statement and apply the full amount of the first brace toward the more expensive brace.

    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:07/10/2023

    Type:Product Issues
    Status:
    Resolved
    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 product it was the wrong product sent. I returned the product and was never issued a refund.Hello ****,Thanks for sending it back. As mentioned in the return instructions, the warehouse team will issue a refund when the package arrives. Thank you for understanding.Nardia Customer Support Tailwind Pets Email: ********************* Website: **************************** Hello Where is my refund as I have not received it and mailed your product back to you.Thanks On Fri, Jun 23, 2023, 8:41 AM ************************* <*****************> wrote:Hello Where is my refund as I have not received it and mailed your product back to you.Thanks ORDER #***** Your order is on the way just received my package and there isn't a harnest included in the package. I emailed and ordered a harnest and brace paid for it asked your customer service and expected what I paid for it isn't clear stated.Solve my issue.

    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,

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

Tailwind Pets is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.