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:12/07/2022

  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 received part of my order from Paw.com on December 2. I was missing 2 items that was suppose to be in that package and what I did receive was not the size I ordered. Order was to have a giant dog bed, large blanket, and pillow. I received a large bed only. Called company only to hear recording no agent is available and leave a message. I have left 3 messages and sent multiple emails. Spent hours for 2 days trying to get someone on the online chat. 12/5 got someone on the online chat only to tell me they didnt have access to the system and would email next day and then disconnected right away. No email the next day. I received another package with another item and that was the only one correct. 12/7 tried calling business regarding first shipment was wrong completely still no agent available and was told to leave a message. Online chat said they were not online all day and still no agent available by phone. Today I received another package that was not what I ordered again. I have made every effort to contact this company just to get missing items and correct size that was ordered. Out of 5 items I ordered 1 was right and 2 items are missing that was paid for. Now I have another items that is not what 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: 12/20/2022

   
  Complaint: 18541545
  
  I am rejecting this response because: this is the same email it automatically sent out when I ordered. I am sitting on a bed that is not the size I ordered and a cover that was not correct color. I have tried to communicate with this company since December 3rd. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/22/2022

  I have assigned your case to ***********************************, please expect to hear from him soon. Feel free to contact him directly as well. 
  
  Thank you,
  
  ****
  
  

• Initial Complaint

  Date:12/07/2022

  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 a waterproof dog blanket from paw.com on November 25,2022 Order #******. I did receive a confirmation on this order on 11/25/22. On 11/30 I email their support email to inquire about shipment. I did not receive a shipment confirmation. I received a generic reply indicating shipment processes are delayed. I made multiple phone calls -no one answers - sent multiple emails inquiring about shipment. - received only same generic email about delays. I sat in a chat room on website for 6 hrs only to get to first place, which they shut me out. I cant contact anyone. Its been 12 days - customer service is non existent. I plan to dispute the charge to my credit card if I do not hear from the soon. Terrible company to do business with. I would like a refund if they cant deliver the product.

  

  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: 18541290
  
  I am rejecting this response because I have sent multiples emails to paw.com with this same generic message. It is an automated reply from

  paw.com. This is not a real person contact response.  This is not acceptable.  It has been since November 25th that this has been ordered 17 days.  I want a shipping date was an estimated delivery date or a refund !!  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/12/2022

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

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18541290
  
  I am rejecting this response because I currently dont know if I will get a real person to respond.  I will let you know if I receive a response
  
  Sincerely,
  
  *************************

• 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 number ***** total order for two items is $297.30 ordered on nov 27th, i ordered after reviewing reviews on their website (big mistake they are prob all fake reviews) after my order, waited a few days, didnt see any shipping details come out, i emailed them no reply, still after 3 emails and 5+ days, called them 3x left msgs no reply ( the number is never answered) i then went on to the BBB and see that there are many many complaints, about no shipments, wrong shipments, double charging credit card. a total nightmare this company, just want my money back. Help pls

  

  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: 18538679
  
  I am rejecting this response because I needed these products for my new pup so I have had to buy them from the store. If you can please assist me with a prompt refund as the items have yet to be shipped. I have been reading on the bbb if the nightmare stories dealing with this company and would rather just have my money back and order cancelled my my credit card removed from their files. I have read of complaints of double charging and charging from their affiliate businesses. Just not a good business to deal with.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/12/2022

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

• Initial Complaint

  Date:12/07/2022

  Type:Customer Service 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.

  The solution to the problem I'm having is a simple one. Someone needs to be available on any one outlet, phone, live chat, email, etc. during their regular business hours. I sat on the que for the live chat for over 5 hours the other day watching the numbers coincidentally go down almost as if it were timed to dismay people from reaching out. once I got to one and was expecting help, I found that after an hour of waiting for someone to come online and help me, I was notified that no one was available to help me wasting my time and money it seems. Funny enough, not only has no one been available to help me online, but its almost like the phone is disconnected as no one has ever been available to help or answer there either. Its now been over a week and oh my! how Bizaare! the (chat) icon indicating live available chat on their website has now changed to a (? Help) icon where they claim that even during regular business hours that NO one is online at the moment! what to do...

  

  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: 18538233
  
  I am rejecting this response because it proves that no one was there to read my message and has refused to address the concern at hand. I wrote specifially about the availability and willingness of representatives to address my problem. Every source I have states the item already arrived and was now to be considered stolen from the post office as the person they mistakenly gave the package to has refused to return it, but besides that, Paw.com has refused to respond to any form of communication for the last two weeks. this included.
  
   *************************

• Initial Complaint

  Date:12/06/2022

  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 a dog bed and blanket on November 26, 2022 from paw.com. These items were supposed to come in a bundle together. I paid $97.06. I only received the dog bed and not the blanket. The box that the dog bed came in read "box 1 of 1" so it is clear that the blanket was never sent since both items would not have fit in the box. I would like to receive the blanket that I paid for or have half of my payment refunded if it is not possible to ship the blanket. I have contacted the company by phone and email twice already with absolutely 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. 

  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:12/06/2022

  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.

  On November 27th I had ordered 2 orders of the same thing. I had order the holiday bundle. Which means I should of gotten to giant covers 2 blankets and 2 pillows. I did not get the pillows. I had sent numerous emails about the missing pillows. I would like the pillows please. It's bad enough I had to deal with several tracking numbers that actually didn't go anywhere from different carriers.

  

  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:12/04/2022

  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.

  Order placed with paw.com (Paw ******) on November 8, 2022. Received confirmation of order via email. Never received a shipping email nor have I received the products. I've emailed their support address three times and contacted them on ******** and Instagram for a tracking number or information on my order. I have never received a reply.

• Initial Complaint

  Date:12/03/2022

  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 purchased a king size pet friendly duvet cover and sheet set. My receipt says king to confirm thats what I ordered but I received queen size. I called and left message on voicemail 4x and emailed for help 4x. Im still yet to receive a response and help in exchanging my product for the size ordered. Order No. #****** November 05, 2022

  

  Business Response

  Date: 12/08/2022

  Hi ****** - I understand your were contacted by our **************** team yesterday and this matter has been resolved. Please let me know if I can be of any further assistance. Thank you - *********;

• Initial Complaint

  Date:12/02/2022

  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.

  During the cyber Monday sale(11/28/22), I submitted an order and I wasn't completely finished when I hit the place order button. Once I realized what I did, I called the company and a young man answered the phone. I told him I wanted to use the cyber30 coupon on my order and he placed me on hold after getting my information and order number and then came back on and stated that "I DID QUALIFY FOR THAT COUPON AND THAT MY ORDER WOULD BE CORRECTED THAT DAY AND THAT I WOULD RECEIVE AN EMAIL WITH THE REFUND AMOUNT AND A CORRECTED INVOICE". It is now 12/2/2022 and I have sent at least 15 emails and I have also called, which now you can't even get a person on the phone and you can only leave a message. I have left several messages with my name and phone number and email and no one will now contact me back. It is pretty upsetting considering I have purchased several items from this store and I HAVE NEVER had this issue before. Their responses on previous sales questions were always answered within 24hr period. Now I can't get anyone to return my call or emails, yet they do have the time to send endless emails every single day that I receive on their on going sales. So I have no problem receiving what they want us to purchase, but now with customer service and refund I am getting ZERO response at all and of course they sure did say that their shipping was running behind so that was delayed as well. So again, I received that but they couldn't update my account and refund the money owed back. At this point I don't even know if this company is worth dealing with anymore.

  

  Business Response

  Date: 12/08/2022

  Hi ****** - I understand your were contacted by our **************** team yesterday and this matter has been resolved. Please let me know if I can be of any further assistance. Thank you - *********;

  Customer Answer

  Date: 12/09/2022

   
  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:12/02/2022

  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 ordered a bed with a blanket. Did not get the correct size bed nor got the blanket. I tried to call ***** answers. I tried to email No response. I tried ******** and instagram contact as well no response. I would just like what I ordered

  

  Business Response

  Date: 12/08/2022

  Hi **** - I understand your were contacted by our **************** team yesterday and this matter has been resolved. Please let me know if I can be of any further assistance. Thank you - *********;

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18515812
  
  I am rejecting this response because:. I have not got any calls nor responses from this company
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/09/2022

  Hi **** - I have pasted the email below, which was sent to you on Wednesday. 

  Good Evening ****,
   
  Thank you for contacting Paw.com and my apologies for the lack of update.
   
  To address the first part of your request, you mentioned that you received the wrong size.  Can you please provide a picture of the *** (small white tag located on the box) the *** that you received (printed on the box) and send a picture of the incorrect item received? If you haven't already taken the memory foam out of the protective packaging, please take a picture of just the cover showing that the dimensions do not match 60" x 35" (if you have already assembled the bed no worries please take a picture to confirm) so that Paw can take the necessary steps to rectify the issue.
   
  In regards to your blanket Paw has made steps to have this shipped out immediately.  You should receive it within 10 business days.
  Once the information requested is provided we can proceed with having a replacement sent to you!
  
  Just a heads up this, ticket might close but no worries! Once you reply to this email the ticket will automatically reopen and your request will be taken care of.
  If you have any questions or concerns, please feel free to contact us. Our **************** team can be reached by the below channels.
  1) Email [email protected]
  2) Our Chat function now available on our US Website
  3) Call our support line at ****************
  ********************
  Team Lead/Escalations

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18515812
  
  I am rejecting this response because: I attached  pictures  in the first email when  I submitted the complaint. I would call.but ***** answer nor returns calls I have tried that a number of times.  You can see with the pic of my order numbers and measurements and that I was supposed to have a blanket.. I also sent measurements with a  tape measure. . I have never had a company that has been this difficult nor have I ever had to file a complaint before.  You may call me  ************  .
  
  Sincerely,
  
  *******************