Complaints

This profile includes complaints for Paw.com LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Paw.com LLC

  701 N Andrews Ave Fort Lauderdale, FL 33311-7437

  
• 

  Treat a Dog Shop

  1414 E State St Olean, NY 14760

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:06/15/2025

  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 had previously submitted an application to adopt a kitten and my application was approved. Went into the shelter and fell in love with a kitten and was told that they did not have time to adopt the kitten to me same day and they had me schedule an appointment for the next day. I also asked if there were any other appointments before me to adopt the same kitten and was told no!The next day I showed up before my appointment time and they had adopted the kitten to someone else. A worker at the shelter said that they do not hold kittens. Like a first come first serve.Well if that was the case I was here yesterday so I was here first. But I guess you have to have an appointment. And just because you have an appointment for one animal doesnt mean you cant adopt a completely different animal even though that animal was not the one you were initially interested in and to top it off they take no consideration of the other people that made a appointment who were actually interested in the animal. What is the point of coming into the shelter and looking at the animals or going online or scheduling an appointment for a specific animal? What is it so you can get peoples hope up just to crush them. This is a terrible way to treat people that are coming to your facility to adopt their forever friend. This place should be ashamed of their work policies.Or maybe change your slogan to Paws in ******, ** come to have your dreams crushed.

  

  Business Response

  Date: 06/16/2025

  Good afternoon, 
  We are sad to hear about your experience with your kitten. As proud Pet Parents, we care deeply about the well being of our pets and their families. At Paw.Com we do not handle any adoptions, and we think that your request was intended for another company. We certainly hope that your issue is resolved soon. 

• Initial Complaint

  Date:06/07/2025

  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 remember going into their website and when I realized that there was a cost, I back out of the web page. The same day I received the notice that I was charged, I contacted both ****** and Paw Champ the same day it was charged. I have never accessed their training site and they can verify that.

  

  Business Response

  Date: 06/09/2025

  
  Good afternoon,
  Thank you for your email. In order to respond to your concern, we require additional information from you. We do not see any orders in our systems, or our online store, nor communications with ************************ Order Number: 48X92131D5036801K (inv. ***********) which is mentioned in BBB is not our order number. We do not believe that this concern is with our company. 

• Initial Complaint

  Date:06/03/2025

  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 returned the product unused as per their instructions. **** is saying it was delivered but they're saying they never got it and are refusing to credit my account. **** has delivered since 5/19/2025 and it's now 6/3/2025 and still no credit!! I returned well within the allotted time frame to return the product. I want my money back. I sent them lots of pictures of product so they could see that product was unused.

  

  Business Response

  Date: 06/04/2025

  Good afternoon, 
  We do not have any record of a purchase from ****** ****, E-mail: ***************** in our systems. Order Number: ********************** is not our Order number. The product shown in the photos is "PawTronic Wireless GPS Dog Fence", our company does not sell this product. We believe that you have contacted our store in error. If you would like us to check further please provide the order number and email address associated to the order placed at our store. Thank you and have a nice day. 

• Initial Complaint

  Date:05/22/2025

  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.

  1. Almost immediately my order was marked as delivered, but when you check the tracking and the fact that I have not received, it has not been. 2. No one will respond to my email/online request for info.3. I paid for express shipping, $9.95, but ordered 5/9, still not received on 5/22. 4. Full Refund is only available 14 days after ordering and it has been 14 days tomorrow.4. Shows company in **, but when I look, it showed ***** and then CA.

  

  Business Response

  Date: 05/22/2025

  Good afternoon, 
  Thank you for your message. It appears that this purchase was from another company, not from Paw.Com. 
  We are not the same as "***************" or "Barkguard". 
  Kindly contact the company *************** to resolve the issue. 
  Thank you
  Paw.Com Team

• Initial Complaint

  Date:05/06/2025

  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 blanket from them and when I tried to contact them about returning it, no one wanted to respond to my emails. I sent five or six emails and it wasnt untilI threatened them about contacting my attorney and the Better Business Bureau. Somebody finally returned an email and said it was OK to return it and they gave shipping label and promised that they would give me a full refund and would not charge me a restocking fee for the inconvenience. I shipped the item back waited a couple weeks still never received. My refund so I sent them another email and another about five or six emails. No one responded until I threatened my attorney again and so they finally processeda refund which was not the full amount like they promised me and Ive sent them another two or three emails and I still have not my full refund. These people were only out for sales. They do not care about customer service so I am going to file a formal complaint with myattorney and with the courts to get my money back I dont care that it is only $138. These people do not care about customer service. worked retail for over 20 years. This is not how you treat patrons

  

  Business Response

  Date: 05/07/2025

  Good afternoon, 
  We thank you for your email. We have reviewed the situation and our Management team has been made aware of your concerns for our internal improvement initiatives. The order has been refunded in full. Please do let us know if there is anything further that we can do to assist in this matter. We thank you for your patience. 

• Initial Complaint

  Date:04/12/2025

  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 made a purchase in February and all seemed fine. My daughter did receive the gift.I was looking over my statement and found 2 more monthly charges for more than the original amount for things I didnt order and were never shipped. Their website didnt even show what it was for. My credit card company took care of it.

  

  Business Response

  Date: 04/14/2025

  Good afternoon, 
  Thank you for contacting us. We do not find any records of an order with this customer name, email address, or phone number. 
  We do not have subscription services currently, for our products. In order to resolve the issue, and to verify that this concern is related to our company, may we ask you to provide additional information about the order? Thank you 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23195205
  
  I am rejecting this response because: 

  of course they dont have any orders on file from me but they still charged me 2 times for nothing. ***** has refunded the bogus charges.  My complaint was to notify you and others of what they did.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 04/14/2025

  Good afternoon, 
  May we please ask for the order reference number(s), and the details of the charges incurred? We do not find any orders nor subscriptions on file for your email address nor telephone number. Is it possible that another email address was used for the order? In order to verify that these transactions are from our company, we require further details please. We are here to help.. Please let us know what we can do. Thank you. 

  

  Business Response

  Date: 04/14/2025

  Good afternoon, 
  We have no records of this customer, in order to verify if this concern is actually related to our company we will require further information please. 
  Kindly reach out if you have any questions. Thank you 
  
  

• Initial Complaint

  Date:03/13/2025

  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.

  They are billing my account for a product that I did not order or receive and bounced my account I want my money back. Thank you ***** *****

  

  Business Response

  Date: 03/24/2025

  Good afternoon, 
  Thank you for contacting us. From the 2 screen shots provided, we can see 2 purchases from "Seasonal Paws", and nothing from our store, Paw.Com. We can not find record of orders nor communications from email address ***************************** 
  We do not believe that these items are related to any transactions with our company. 
  Kindly provide further information if you believe that these transactions are related to business with our company. 

• Initial Complaint

  Date:12/23/2024

  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.

  ***'s website clearly states / stated at the time of my purchase that all orders above $50 will ship free within *****************. A screenshot showing this in writing on their website is attached below. Despite meeting the order minimum, Paw did not offer any free shipping options. At first, there was ONLY expedited options available, and then I later saw that there was an Economy Shipping method, but even that was charging me $14.99 - and in fact, charging me even more than the 2-day expedited shipping was. I checked out anyway, figuring this was an easy fix that Paw's customer service could resolve and refund for me on the back end. Unfortunately, the company is refusing to honor their own policy, instead chalking it up to a typo that they now expect their customers to pay for. The customer service agent I have been emailing first stated that they cannot refund me my shipping cost because the free shipping only applies to economy shipping. I then explained that the economy shipping was charging me more than the expedited shipping, so I checked out selecting the cheapest shipping option (which happened to be expedited). After I explained this, the customer service agent then came back and said she could not refund me the shipping cost because my order subtotal was not $75. I reiterated that their website states order subtotals only need to be $50 to receive free shipping, and she is still refusing to refund my shipping cost. I am requesting a refund of the $12.99 shipping + tax that I was charged, in accordance with Paw's written and public policy.

  

  Business Response

  Date: 12/24/2024

  Good Morning,

  The customer contacted us about the issue on 12/20/24 at about 6:30pm EST. This is outside our operating hours. However during the holiday season we have coverage over the weekend and their ticket was responded to on 12/21/24 at about 10:20am. The initial conversation was regarding the free shipping and a wrong size ordered. We were unable to modify the order however we were able to cancel it, which came upon the customer's request. Then they began to work on the other issue regarding the free shipping. Our agent determined that based on the screenshots provided the customer selected expedited shipping and that was the reason for the shipping charge. The customer provided a chat message screenshot from our chatbot who did indeed quote that the minimum purchase threshold was $50. This was once true but is outdated. However, the selection of expedited makes this irrelevant since that is a paid service. The misunderstanding was due to the agent missing that the expedited shipping option was less than the standard option, which is why the customer selected it. Once escalated and reviewed by the team lead this was discovered and the customer was refunded the shipping charge they paid. The agent has been scheduled for coaching on our weekly QA day. This matter has been resolved with the customer's requested resolution.

  Thank you,

  ********* *. 

  Director of Customer Support

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

  Customer Answer

  Date: 12/24/2024

   
  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:10/29/2024

  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.

  Paw.com lists that you will get one free product if you spend $100+ in additional product and that the discount will be applied automatically. I made a purchase of over $200 in product but the discount wasn't applied to the free product. When I called they said I couldn't use one their other discount codes and receive the free product but their advertising both on Friday 10/25/24 and today, do not specify ANY restrictions for receiving the free product. Customer support (so far) hasn't been able to refund me what I was charged for the free product ($47.20). I want a total refund in the amount of $61.10 to include $13.90 (an additional 5% off my order since they've increased the discounts today with BOO25 code.)

  

  Business Response

  Date: 11/04/2024

  Good Afternoon, 

  Our support agents spoke to the customer on our attached support ticket ******. It was explained to the customer that our system will always choose the larger discount. And since the customer added a promo code to receive 20% off their order and this discount was larger than receiving the item for free; that discount was automatically applied and they received a discount greater than the value of the free item. However, as a courtesy because of the misunderstanding we refunded them for the free item the same day they reached out to us. As an additional courtesy they have been refunded the extra $13.90 for a discount that the customer wanted to apply after having placed their order with a different promo code applied. Ultimately, this was handled well by our agents. And we have gone above and beyond for this customer. The refunds have been issued and we hope that the explanation of what happened by both our agent and this message are enough to clarify the situation and where the customer misunderstood. 

  Thank you,

  **** *. 

  Director of Customer Support

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

  Customer Answer

  Date: 11/16/2024

   
  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:09/10/2024

  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 two pet waterproof blankets from paw.com. I received no payment receipt but I did receive an order number. Then I received notice that the blankets had been delivered to my address this last Saturday, via ****** services. This is patently false: ****** has no record of said delivery, nothing was left with us (we were home), and now the paw.com site says my order has been fulfilled.I paid over $200 USD for these two blankets. Another Issue I now have is that I may have exposed sensitive information to phishers, as I thought an email with a tracking number was legitimate. It had the same paw.com custom service address as previous communications. So its clear that the paw.com servers are not secure.I think this may be a scam company. I filed a complaint with my credit card company this morning. I do not believe we will ever receive the blankets.

  Customer Answer

  Date: 09/11/2024

  The blankets were delivered in an Amazon box, and not a box marked Paws.com. Therefore, we thought the box was a lamp (slated to be delivered that same day), and did not open it. After communicating with paws customer service, we were able to locate the shipment, and consequently want to mark this matter as resolved. Just be aware, that your orders may be coming from ****** with no indication from Paws that this is the case.