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:07/20/2025

  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 the Cooling Mat for dog from Pelsbarn to help keep my dog cool this summer. The company advertises and promises this product will cool your dog down safely- it does not. It actually makes my dog hotter and at more risk for heat stroke. I tried tried placing it on multiple surfaces, placing where she normally lies down, tried rewarding her with treats for lying on it, and many other ways to get to lay on it, and she get more worked up and pants more when she is in the mat. I contacted the company with my concerns and requested a refund for a product that simply does not deliver on the promised and advertised results, and they refused to provide me a refund.

  Business Response

  Date: 07/29/2025

  Thank you for your feedback, and we're truly sorry to hear that the cooling mat did not work well for the customer's dog. While our product is designed to provide safe cooling for most pets, we understand that not every pet will respond the same way, and we take those concerns seriously.
  
  Although the mat was not defective, we want every customer and their pet to be satisfied. As such, we have issued a full refund, and the customer does not need to return the item.
  
  We appreciate the customer bringing this to our attention and hope this resolution helps demonstrate our commitment to customer satisfaction. If theres anything further we can assist with, were happy to help.
  

  Customer Answer

  Date: 07/30/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* ******
  
   
  

• Initial Complaint

  Date:07/10/2025

  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.

  Ordered what appears to be a scam of a Dog Bed from ************* on June 19, its now July 10th, and Ive been given the run around since it was in transit from ******** which is 3 hours from the destination. This is a scam, and this company needs to be shut down in its entirety. While I dont know if its worth added recourse for $159 dollars washed down the drain, I do plan on making sure I fairly warn others not to fall victim to this shady scheme. Now Im concerned my banking information is compromised. I dont have a picture of the product, I never received it, and I dont even have a phone number to contact them with.

  Business Response

  Date: 07/16/2025

  Were genuinely sorry to hear that this customer had a frustrating and disappointing experience. Thats never the impression we want to leave, especially with someone who placed their trust in our company.
  

  After carefully reviewing the order, we can confirm that the item was shipped promptly and marked as delivered by the carrier. We completely understand how frustrating it can be when something doesnt arrive as expected, which is why, despite confirmation of delivery, we took the extra step of reshipping the product at no additional cost.
  

  In an effort to fully resolve the matter and ensure the customer didnt feel left unheard, we have also issued a full refund, even though the item has been shipped twice. Our goal throughout has been to act with transparency, fairness, and goodwill.
  

  We take customer satisfaction and data security extremely seriously, and there is no indication that any payment information was ever at risk.
  

  If there are any remaining questions or concerns, were more than happy to assist further. We truly hope this resolution helps restore some confidence in our intentions and the way we care for our customers.

  Customer Answer

  Date: 07/16/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:07/08/2025

  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 2 cooling mats from Pelsbarn and never received them. No response in customer service either

  Business Response

  Date: 07/17/2025

  Were sorry to hear that this customer was concerned about the status of their order and appreciate the chance to respond.
  
  The order was placed and shipped promptly, and tracking confirms it was successfully delivered on July 9, 2025, just a day after this complaint was submitted. We're glad the order has now been delivered, and we hope the customer is happy with their purchase.
  
  We strive to respond to all customer service inquiries in a timely manner, though we understand how frustrating it can be when there's a delay or uncertainty around delivery.
  
  If the customer has any further questions or concerns, were here and happy to help.

• Initial Complaint

  Date:07/07/2025

  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 dog cooling mat on June 21st online and paid $96.93, including $5 for shipping insurance. I did not receive any updates of the packages mailing schedule, but I checked the site daily because I was excited to receive my dogs cooling mat since its getting hot, and I wanted more than the one I previously purchased. The site said it was delivered on Thursday, July 3rd but my package was no where to be found. I emailed right away, and they responded with an older order number historical information and did not provide information to this package information I was seeking. I emailed them again, while also looking for my package in my buildings lockers and lobby daily. Bottom line is that my package is missing and they are refusing to help me. I emailed them again asking for help tracking it. There is no proof of delivery or **** tracking number. The customer service person told me to contact **** directly but has yet to give me the **** 35 tracking number after asking 3x. Lastly there is NO customer service number to call. This was an expensive item to lose. I want my order replaced or package found.

  Business Response

  Date: 07/17/2025

  Were sorry the customer experienced initial difficulty locating their package and appreciate the opportunity to clarify the situation.

  The order in question was shipped and marked as delivered. When the customer reached out to let us know they had not yet received it, we advised them to check with their apartment management, as packages are often held in secure lockers or the leasing office.
  

  On July 10, 2025, the customer emailed us confirming that the apartment staff had located the package and that they would be picking it up after work. Their building's business manager confirmed that the package was held at the office for convenient pickup.
  

  Were happy the item was found and appreciate the customers follow-up. If there are any remaining concerns or if we can help in any other way, were always here to assist.

• Initial Complaint

  Date:07/03/2025

  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.

  Purchased a dog cooling bed June 19. The tracking indicated it was out for delivery June 1. It is June 3 and still no delivery. Theres no information in the tracking shows nothing else.. I have contacted repeatedly the company and they dont really give me any information other than to track it and it leads me to the same no movement.. I tried to contact the shipping company and its all in Chinese.The communication is really poor and now were 13 days out with three of those days indicating it was on a truck for delivery to me that day. I think the company is a scam, but I either want it delivered immediately or I want my money back..

  Business Response

  Date: 07/16/2025

  Were genuinely sorry this customer experienced delays and frustration with their order, and we appreciate the opportunity to clarify what occurred.
  

  The customer placed their order on June 19, and it was shipped promptly. However, tracking updates from the carrier showed that the package encountered an address exception, which ultimately led to it being marked Return to Sender, despite the address being entered correctly on our end. Unfortunately, issues like this are outside of our control, and we completely understand how confusing and frustrating that can be. 

  On July 8, our customer service team reached out directly to share the tracking details and explain the situation. We offered two resolution options: to reship the order at no cost or issue a full refund.
  

  At the customers request, we processed a full refund on July 9 to resolve the matter as quickly and fairly as possible.
  

  We take customer satisfaction very seriously, and we truly regret that this experience didnt meet expectations. If the customer has any further questions or needs, were here and happy to help.

• Initial Complaint

  Date:07/01/2025

  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.

  Pelsbarn offers a 14 day guarantee on its products but the policy is no good because they don't respond. I have contacted them 3 times in the past week , using their contact form, The dog bed i purchased is shoddy and the zipper pull broke the first time it was used.

• Initial Complaint

  Date:06/30/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 bed from the company. It was shipped out from overseas, after the company claimed that everything is shipped within the ***. The package was out for delivery when I received an alert in the tracking info that it was returned to the warehouse in ******* due to a wrong address. I checked. The address was correct from my end. I have emailed them several times and have never received a response. You cannot tell from the tracking number what shipping company they used. The lack of response and help is unacceptable. I would like to report them up the BBB so this doesnt happen to anyone else.

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 dog cooling bed on 6/11/2025 online. I received the bed on 6/22/2025. The bed was nice, but my dog did not want to use it. I contacted the email on 6/24/2025 about this and received no response. The return policy (which the site will not allow me to copy and paste) stated that a return and refund could be aquired with authorization from the business within 14 days after receipt of the bed. (Of course it had to be unused, etc. with which I was in full compliance.) I have emailed the teampelsbarn address as well as a support email address 4 more times over the past several days with no response. I need authorization to return this product and the business is not responding. There is no other way to return the dog bed and the site states that anything sent to the address that I provided as a business address would not be accepted. Other than assistance from BBB I feel that I have no other recourse before the 14 days expires.

• Initial Complaint

  Date:06/26/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 bed from Pelsbarn but never received the item. Ive send emails and called them but they dont answer calls or respond to emails. I fear I have been scammed.

• Initial Complaint

  Date:06/26/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Pelsbarn claims that proceeds from dog bed sales goes to shelters to help feed and bed shelter dogs, what a great plan. Only you order the beds and they never come. I ordered a total of 3 dog beds on June 4th and as of this date 6-26-2025 Ive received 1. Ive contacted them 3 times only to hear they are coming? This is unacceptable and the public needs to know this is horrible business practice. What can I do to get my dog beds?