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:12/02/2022

  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 organization delivered 1 of 4 items purchased claiming the entire order was satisfied. The ***** number is not functioning. They do not respond to emails to their customers based on simple inquiries. Do not order anything from paw.com which I will make clear in review and public forums. I am seeking the product entirety I purchased or a full refund immediately.

  

  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:12/02/2022

  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.

  Never received product, resend or refund. Business does not return calls or emails.

  

  Business Response

  Date: 12/02/2022

  Hi ****** - please send me your order number, I only see one order in our system, which was fulfilled on November 7, 2022. Thank you, *********;

• Initial Complaint

  Date:11/30/2022

  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 $200 dog over a month ago, and it has been sitting in my order status as "waiting to be shipped", even though it was supposed to ship in 2-4 business days. The company has ignored 3 emails and does not return phone calls. All I want is an update on my order. I would like to receive this order, but if they cannot do this, I want to cancel my order and buy somewhere else.

  

  Business Response

  Date: 11/30/2022

  Hi Crisi,

  Please accept our apologies, this item did go into a temporary back order due to high sales volume. The good news is that it's on it's way back into stock by the end of this week, please let me know if you would like to cancel or keep the order intact. 

  Thank you,

  *********;

• Initial Complaint

  Date:11/29/2022

  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.

  Purchased PupRug by Paw.com Animal Print Memory Foam Dog Bed - Black Faux cowhide on 11/23/2022 for $96.90 Emailed paw.com on 11/25/2022 requesting to cancel the order since it had not shipped yet Item shipped on 11/29/2022 with no response to original email Item arrived on 11/30/2022 Called on 11/30/2022 and left voicemail to try to return item. Emailed on 11/30/2022 to try to return item. Sent ********* DM on 11/30/2022 Commented on ********* post at the same time DM was sent. Paw.com deleted the comment but did not respond to DM Order #******

  

  Business Response

  Date: 11/30/2022

  Hi ***,

  I can see that order has already been delivered, our **************** Manager will be contacting you to discuss a few different options for next steps to resolve this matter. Please let me know if I can be of any further assistance. 

  Thank you,

  *********;

  Customer Answer

  Date: 12/02/2022

   
  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,
  
  Rae Land

• Initial Complaint

  Date:11/29/2022

  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.

  My payment went through but I never received my item. I sent multiple emails and never received a response. I either want my money back or my item.

  

  Business Response

  Date: 11/29/2022

  Please accept our apologies, It appears the inventory count was off temporarily, we have corrected it and processed your order. Please let us know if there is anything else we can help you with. 

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18475393
  
  I am rejecting this response because: nothing has changed I still don't have an updated time of when to expect my package.
  
  Sincerely,
  
  ***********************

  

  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:11/26/2022

  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.

  I purchased 3 blankets from this retailer only to find out after completing the purchase that this company doesnt offer quality products per complaints online and the BBB website. I contacted the company via their phone on my receipt to cancel my order I got a voicemail. I emailed them next, two days later no response and I called again twice today to be hit with the same voicemail that nobody is there. I left a voicemail. I then received 3 emails that my items have shipped but yet there is no tracking number available. I will be returning to sender and refusing shipment of these products as I am looking for waterproof blankets and clearly that is not what you offer. False advertising.

  

  Business Response

  Date: 11/28/2022

  Good morning *******,

  Please allow me the opportunity to help remedy the situation. To begin, please do not refuse the shipments, we'd be unable to refund if they are refused. Please give the products a try, I can assure you they are waterproof. If you are not satisfied with the products once you use them, we'll gladly refund 100% of your purchase. Our self-service return platform will deduct for shipping and handling, so please correspond with me directly. 

  Thank you,

  *********;

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18465341
  
  I am rejecting this response because:
  I have already contacted my credit card company and they have reversed the charge and told me to refuse the item if you in fact continue to ship the items after I have told u not to. Also all the phone numbers your business has are all disconnected or nobody answers them for days. I emailed and have called everyday and No response. I dont trust your company from the reviews I have read and the way you have no open line of communication for customers unless they get on BBB website 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/29/2022

  Understood, however, the items ship automatically as soon as an order is placed, so you will receive them. It's very difficult to contact the warehouse to interrupt the process. I understand your frustration and just wanted to do whatever I could to help. If you would like to keep one for the lower price, please just let me know and we'll work out a resolution. 

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18465341
  
  I am rejecting this response because:

  I dont want to keep any of your blankets. I didnt want them as soon as I looked in to your product reviews and complaints on your products not being water proof but water resistant. My mistake for not researching you first. They will be returned to sender and I expect a full refund once **** notifies you that it is on its way back to you. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/22/2022

  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 saw the luxurious pet beds on paw.com. I decided to order one for my pups which costed me $249. Then I decided to look at the website again and saw the same bed was ony $69. I ordered the $69 and then contacted customer service to canvel the previous order. This all took place within 13 hrs of ordering the first order and 15 min of ordering the second order. I called and left my name, email and phone number. There was no response. I continued to call the next day and no response. I then asked them to cancel both orders because things were settling right with me. I kept calling and emailing, no response. I looked at the order tracking and it just said ordered,it wasn't even in the process of shipping so they could have easily canceled it. Then after all this calling and emailing, they sent me an email stating that both of my orders were shipped. On top of this, they pulled the money from my account almost emediatetly after I put in both orders. Iam contacting my bank to seek further actions.

  

  Business Response

  Date: 11/28/2022

  Hi ****** - please let me know how you would like to resolve the BBB complaint. We have been notified that you opened a claim with your credit card company, which now limits our ability to refund. I'm here to help - Thanks, ****

• Initial Complaint

  Date:11/13/2022

  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.

  On October 30 2022, I ordered a grey rectangular puprug runner dog bed and matching grey pupblanket throw blanket for a total price of $365.46 CAD from paw.com. I did not receipt a confirmation from seller, only from PayPal and PayPal invoice includes "Transaction ID *****************" and "Invoice ID #****************". I have checked my junk folder, no emails.On November 2 2022, I received 2 packages: one package indicated a grey puprug runner dog bed and the other package indicated a grey pupblanket throw blanket. However, despite the packaging, the actual faux fur cover for the dog bed was white with brown instead of grey. It was also the wrong size and did not fit the rectangular dog bed (too short and slightly too wide - the bed is not fully filled out width-wise, and seems a bit long length-wise). I sent an email to customer service (support@*********************** on November 3 2022 with photos. I called the customer service line several times (no one ever picked up) and left a voicemail with order details. I sent a follow up email to customer service on November 6, 2022. Today is November 13 and I have still not received any response, callback or even acknowledgement of receipt of my emails. I have checked my junk folder, no emails.As requested in my email, I am asking for the seller to please send me what I ordered (i.e. a properly-sized grey bed cover).If for some reason this is not possible, I want to return both products and receive a full refund. I was willing to pay a premium ($350!) for a stylish, extra large pet bed and matching pet blanket; however I am not willing to do so if I have to jump through hoops to get my simple (2 product) order filled correctly.

  

  Business Response

  Date: 11/14/2022

  Hi ****,

  Please look for an email from ********, our **************** Manager, which included a proposed solution and let me know if this is acceptable. 

  Thank you,

  *********;

  Customer Answer

  Date: 11/22/2022

   
  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:11/08/2022

  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 placed an order with Paw.com and received 5 separate boxes. I opened one box and immediately realized my dog was not going to use the pet bed. I boxed the item back up and submitted my request to return the entire order (which is five boxes). The provider states they will not charge for returns, however the fee for ************** is $19.00. Each box will require a separate label. Any business owner is well aware of this. ***** was adamant when I sent the one box back on 11/7/2022 with the one label provided. I have a called the number provided by Paw.Com. Emailed them at the email provided. Tried to resolve through the chat they option provided on the website and have not been contacted yet. When calling each time, it states they have no associates to assist at this time, to leave a message, which I have done so 3 times now. Please assist me with a full refund. My order number was #******. I placed the order on September 30, 2022. I am attempting to attach a screenshot of my order.

  

  Business Response

  Date: 11/14/2022

  Hi ******* - I understand you have now spoken to our **************** Manager, please let me know if there is anything else I can do to assist you. Thanks - ****

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18377755
  
  I am rejecting this response because: I have not spoken with anyone. They keep saying they are trying to contact me, but I have only received one voicemail. I have tried calling ***** times and cannot get anyone to return my phone calls or emails. I try every day more than once a day. This is a scam.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/15/2022

  Hi *******,

  Your last message may be delayed, I received it today (11/15) and I am aware of a communication between you and our **************** Manager yesterday, 11/14 - please let me know if there is anything else I can help you.

  Thank you, *********;

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18377755
  
  I am rejecting this response because: This is not addressing my refund and/or the complete resolution. **************** recommended I donate the items and provide a receipt. I let them know I would do so. I donated the items today and emailed a copy of the receipt to ******** this evening when I came home from work. Once I receive a response from ******** and I know I will be refunded the issue will be resolved. 

  I do appreciate ******** offering the above. I was glad to make the donation.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/22/2022

  All refunds have been processed, please let us know if there is anything else we need to do. 

  Customer Answer

  Date: 11/23/2022

   
  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:11/08/2022

  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.

  Original Purchase Date 10/11/2022. Credit card charged on 10/12/2022. Never got an notification that my item had been shipped so I emailed the customer support email address on 10/25/2022. No response. Called them on 10/27/2022 and got a person who said they didn't know what happened and that they were going to overnight it. Never received item. Tried calling # again multiple times and left messages and got no response. Went on the website and did a customer chat with Euri R 11/2/2022 and he apologized and said he could see the order was "in progress" and provided me with a tracking #. According to that tracking # it has only had a label created and has still not been picked up. I was also told that I would be getting a 10% discount back on my credit card which still has not happened either.

  

  Business Response

  Date: 11/09/2022

  Good Morning ********,
  Our apologies for the lack of follow up by the **************** Team, I spoke with our **************** Manager and she applied a 20% discount for the inconvenience and placed a manual order (confirmation #********) which will ship in 1-2 business days. Please let me know if you need anything else. 

  Thank you,

  ****