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:12/09/2022

  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 PupRug 55x50 for $89.00 on Nov 27th 2022 Order # ******. Received email notification of shipment on Nov 29th, tracking # 1z66ww17p238443395, however, tracking info shows label created only, no shipment as of 12/9. Numerous phones calls attempted with no answer, same with email. Company has several reviews off their site with this same complaint. At this point I do not even know if this is a legitimate company. I would like either the product I paid for or a full refund.

  

  Business Response

  Date: 12/12/2022

  Thank you for your recent Paw.com purchase. We are experiencing extremely high order volume at this time, coupled with courier delays, which has caused disruptions to our typical shipping timelines. Please know that we are working around the clock to get orders processed and shipped as fast as possible. Additionally, tracking information has not been made available to us as it typically has been in the past, so please be patient, as our customer service representatives may have limited access to the necessary information. 
  
  We are committed to providing ongoing communication throughout this process, please contact *************************************** for an expedited resolution to your inquiry. 
  
  Thank you for your patience and understanding. 
  
  

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18550270
  
  I am rejecting this response because: Issue still has not been resolved. Either supply shipping and tracking information or issue a full refund. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/12/2022

  Please contact *************************************** for an expedited resolution to your inquiry. 

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18550270
  
  I am rejecting this response because:
  Once again, I have had no other reply except for the ones through BBB. I emailed to the address that they requested, but as per usual no reply. I would just like to have a full refund as this company has proven itself to be unreliable. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/09/2022

  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 ordered a package on 11/30/22. I have not heard or can get any updates from the company. I have left voicemails, emails, social media messages. And have gotten no response back. I have reached out every day for the past week. I would like to know where my package is or receive a refund. I can send screenshots or emails of my claims stating I have gotten no response

  

  Business Response

  Date: 12/12/2022

  Thank you for your recent Paw.com purchase. We are experiencing extremely high order volume at this time, coupled with courier delays, which has caused disruptions to our typical shipping timelines. Please know that we are working around the clock to get orders processed and shipped as fast as possible. Additionally, tracking information has not been made available to us as it typically has been in the past, so please be patient, as our customer service representatives may have limited access to the necessary information. 
  
  We are committed to providing ongoing communication throughout this process, please contact *************************************** for an expedited resolution to your inquiry. 
  
  Thank you for your patience and understanding. 
  
  

• Initial Complaint

  Date:12/09/2022

  Type:Sales and Advertising 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 4 pillows, a dog bed, and dog blanket from Paw.com for $117.95 (after taxes) on 11/22. I only received 3 pillows (worth $27.00), and nothing else. I emailed the company 4 times with no response and called many times to always get an automated response that "no support agents are currently available". There is no customer support for me to get the issue with my order resolved. And when I click on my order on their website it goes to an error page every time, so I cannot cancel or see anything about the order there. Also, the 3 pillows I received, the pillow inserts all had yellow stains on them that looked like urine. This company is a scam.

  

  Business Response

  Date: 12/12/2022

  Thank you for your recent Paw.com purchase. We are experiencing extremely high order volume at this time, coupled with courier delays, which has caused disruptions to our typical shipping timelines. Please know that we are working around the clock to get orders processed and shipped as fast as possible. Additionally, tracking information has not been made available to us as it typically has been in the past, so please be patient, as our customer service representatives may have limited access to the necessary information. 
  
  We are committed to providing ongoing communication throughout this process, please contact *************************************** for an expedited resolution to your inquiry. 
  
  Thank you for your patience and understanding. 
  
  

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18549036
  
  I am rejecting this response because: it was an automated response to appease the BBB that still seems like a scam, they still have not responded to me. Their website still shows error when I try to see my order. I understand there are delays with the holidays, but the business has not said that to me directly or given me an update, response, or way to even confirm that my order is in their system. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 12/20/2022

  I have contacted ****** and ******** (team lead) and asked them to contact you today, our apologies for the delay. 

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18549036
  
  I am rejecting this response because: I was never contacted by anyone from Paw.com as the company stated in the BBB response that they would. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 01/05/2023

  Dear ******, 

  We apologize for the delayed response as our team is handling a high volume of orders and requests during the holidays. Due to the chargeback claim filed, the amount of the refund requested is being held and Paw.com is unable to process the refund request. Your financial institution will be in touch directly regarding the request.

  
  -Paw.com Customer Service"

• Initial Complaint

  Date:12/09/2022

  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 ordered a bundle (dog bed and blanket), received the bed and not the blanket. I sent multiple emails and placed multiple phone calls and have received no response.

  

  Business Response

  Date: 12/12/2022

  Thank you for your recent Paw.com purchase. We are experiencing extremely high order volume at this time, coupled with courier delays, which has caused disruptions to our typical shipping timelines. Please know that we are working around the clock to get orders processed and shipped as fast as possible. Additionally, tracking information has not been made available to us as it typically has been in the past, so please be patient, as our customer service representatives may have limited access to the necessary information. 
  
  We are committed to providing ongoing communication throughout this process, please contact *************************************** for an expedited resolution to your inquiry. 
  
  Thank you for your patience and understanding. 
  
  

• Initial Complaint

  Date:12/08/2022

  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.

  I placed an order with Paw.com. I received an email from them stating my order was delivered, but I never received it. I have a Ring doorbell/video recorded, which also shows nothing was delivered on the date stated in the email. I have tried calling customer support multiple times, but it goes to voicemail. I have left multiple voicemails, but no one return my calls. I have sent multiple emails, but I have not gotten a reply back.

  

  Business Response

  Date: 12/12/2022

  Thank you for your recent Paw.com purchase. We are experiencing extremely high order volume at this time, coupled with courier delays, which has caused disruptions to our typical shipping timelines. Please know that we are working around the clock to get orders processed and shipped as fast as possible. Additionally, tracking information has not been made available to us as it typically has been in the past, so please be patient, as our customer service representatives may have limited access to the necessary information. 
  
  We are committed to providing ongoing communication throughout this process, please contact *************************************** for an expedited resolution to your inquiry. 
  
  Thank you for your patience and understanding. 
  
  

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18547577
  
  I am rejecting this response because: there was NO resolution of any sort offered. At this point, I want a fill refund.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/15/2022

  ******,

  I have contacted *********************************** and asked him to review your case, if you do not hear from him soon, please reach out to him directly and request a resolution that you are 100% comfortable with. 

  Thanks,

  *********;

  Customer Answer

  Date: 12/17/2022

   
  Complaint: 18547577
  
  I am rejecting this response because:
  the only email reply I have received was for 20% off of a future order, BUT I still have NOT received my original order! I want a refund!

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/08/2022

  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 placed an order with this company for 2 pet blankets and 1 memory foam bed on Nov 28,2022. My order # is *****. I received confirmation that I would be getting an email stating my products have been shipped. I did not receive any email. I called support on Dec 7, 2022 and no one answered. I emailed support on Dec 7, 2022 to find out where the product is and when I will be receiving it. No response. I have read several reviews about this company that it is bogus and people are not receiving their orders. I dont want to deal with this and would just like my credit card refunded for the amount I paid. $139.33.

  

  Business Response

  Date: 12/12/2022

  Thank you for your recent Paw.com purchase. We are experiencing extremely high order volume at this time, coupled with courier delays, which has caused disruptions to our typical shipping timelines. Please know that we are working around the clock to get orders processed and shipped as fast as possible. Additionally, tracking information has not been made available to us as it typically has been in the past, so please be patient, as our customer service representatives may have limited access to the necessary information. 
  
  We are committed to providing ongoing communication throughout this process, please contact *************************************** for an expedited resolution to your inquiry. 
  
  Thank you for your patience and understanding. 
  
  

• Initial Complaint

  Date:12/08/2022

  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 purchased two products (a blanket and dog bed); however, I only received the blanket. There is no response from customer support on the ***** line, email, ******* and Insta. In fact when I ask on the latter two forums my comments are deleted. I would like to have the bed I ordered sent to me or a refund.

  

  Business Response

  Date: 12/12/2022

  Thank you for your recent Paw.com purchase. We are experiencing extremely high order volume at this time, coupled with courier delays, which has caused disruptions to our typical shipping timelines. Please know that we are working around the clock to get orders processed and shipped as fast as possible. Additionally, tracking information has not been made available to us as it typically has been in the past, so please be patient, as our customer service representatives may have limited access to the necessary information. 
  
  We are committed to providing ongoing communication throughout this process, please contact *************************************** for an expedited resolution to your inquiry. 
  
  Thank you for your patience and understanding. 
  
  

  Customer Answer

  Date: 12/12/2022

   
  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:12/08/2022

  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 placed an order on 11/24/22. (******) My purchase has not been shipped. I have sent 3 emails (12/1, 12/5, 12/8) and placed phone calls requesting a status and shipment date with no response. I would like my order to be shipped, confirmation of shipment, and a tracking number immediately. The website promises shipment within two business days.

  

  Business Response

  Date: 12/12/2022

  Thank you for your recent Paw.com purchase. We are experiencing extremely high order volume at this time, coupled with courier delays, which has caused disruptions to our typical shipping timelines. Please know that we are working around the clock to get orders processed and shipped as fast as possible. Additionally, tracking information has not been made available to us as it typically has been in the past, so please be patient, as our customer service representatives may have limited access to the necessary information. 
  
  We are committed to providing ongoing communication throughout this process, please contact *************************************** for an expedited resolution to your inquiry. 
  
  Thank you for your patience and understanding. 
  
  

• Initial Complaint

  Date:12/07/2022

  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.

  On November 25, 2022 I placed an order for the king size Pup Sheets Hair Resistant, Anti-microbial & Cooling Duvet Cover and Sheet Set Bundle. My order number was 886372.On Saturday December 3rd I received my shipment but instead of containing the duvet cover and the sheets I got two duvet covers and no sheets. I emailed Paw.com that day, left a voicemail the following day, and have left a second voicemail as well as sent a second email since. I have not got any response from Paw.com to any of my messages.I actually really like the duvet cover, I just want my sheets that I ordered.

  

  Business Response

  Date: 12/12/2022

  Thank you for your recent Paw.com purchase. We are experiencing extremely high order volume at this time, coupled with courier delays, which has caused disruptions to our typical shipping timelines. Please know that we are working around the clock to get orders processed and shipped as fast as possible. Additionally, tracking information has not been made available to us as it typically has been in the past, so please be patient, as our customer service representatives may have limited access to the necessary information. 
  
  We are committed to providing ongoing communication throughout this process, please contact *************************************** for an expedited resolution to your inquiry. 
  
  Thank you for your patience and understanding. 
  
  

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18541881
  
  I am rejecting this response because: it doesnt even fit my issue. Ive already received the order it was just wrong. I emailed the email address in the message and am now waiting for a response but as of the time of writing this there has still been no effort on the companys part to contact me. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/12/2022

  Hi ******- Please contact *************************************** for an expedited resolution to your inquiry. 

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18541881
  
  I am rejecting this response because:

  I was told to email ***************************************, Ive heard nothing back and then I get an email today saying the ticket has been closed. What a waste of time. 

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/28/2022

  Hello, 

  Our customer service team reached out to the customer today 12/28 and asked for additional information regarding the incorrect SKU received in order to start providing resolution. 

   

• Initial Complaint

  Date:12/07/2022

  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.

  Order #******** Reference #****** Received insert and it is stained on both sides and has an odor so strong it can not be kept in the house

  

  Business Response

  Date: 12/12/2022

  Thank you for your recent Paw.com purchase. We are experiencing extremely high order volume at this time, coupled with courier delays, which has caused disruptions to our typical shipping timelines. Please know that we are working around the clock to get orders processed and shipped as fast as possible. Additionally, tracking information has not been made available to us as it typically has been in the past, so please be patient, as our customer service representatives may have limited access to the necessary information. 
  
  We are committed to providing ongoing communication throughout this process, please contact *************************************** for an expedited resolution to your inquiry. 
  
  Thank you for your patience and understanding. 
  
  

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18541668
  
  I am rejecting this response because:

  No one has reached out to me and I have not received any response from any of my 3 emails. The odor was so strong from the insert that I could not keep it in my house and the stains were disgusting. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/13/2022

  I understand your rejection, however, in the most recent email I gave you a direct contact, please contact either ***********************************, I sent him you background this morning, or ********@paw.com - either one will be able to resolve the issue - thank you.