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 has 2 locations, listed below.

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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: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,
  
  *******************

• 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.