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:11/05/2022

  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.

  I ordered a product a month ago paid for contacted them once I never received product. They sent ab email stating they sent it still no product. No answers their phone. I want my $129.00 refunded and cancel order. No response this is a bogus company.

  

  Business Response

  Date: 11/07/2022

  **********************:

  Our apologies, this was a mistake on our part. There was some manual intervention, which resulted in an error. Our **************** Manager will be reaching out to find a solution and resolution that you are 100% comfortable with. 

  Thank you,

  *********;

• Initial Complaint

  Date:10/08/2022

  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 on September 3/2022 for a pup protector blanket which cost $179.99. order *****. The item was delivered on September 9/2022. Tomorrow (oct 9th/2022 is 30 days since the product has been delivered and therefore time is of the essence to communicate this issue within my return window. When trying to process a return online it says I am past the return period ( I suppose it's using the date of order and not actual delivery date) I decided to wash it for the first time. This blanket is advertised on their website as machine washable. Machine wash ability was the entire reason for my purchase. The blanket is completely unwashable. After two full cycles, even with pre-soak to allow the blanket to sit in the water and soak, the blanket is still dry in some spots, and smells like dog. This item has been advertised on paw.com as MACHINE WASHABLE and the honest truth is that it is NOT MACHINE WASHABLE. The blanket is too thick and heavy to be fully saturated and cleaned in a newer top loading washing machine. These are false claims made by the company and due to this reason I would like to return this blanket free of charge with a full 100% refund, AS THIS IS A MAJOR PRODUCT DEFECT AND FALSE ADVERTISING. I have tried contacting the company by phone several times during business hours only to receive voicemail. I have left a voicemail. I have emailed the company. I have sent them a ******** message.

  

  Business Response

  Date: 10/10/2022

  Good morning ****************,

  All Paw.com blankets are machine washable, it is possible that there is a manufacturing defect involved here, therefore we have refunded the purchase, a credit of $161.82 has been put back on your card. Please let me know if I can be of any further assistance. 

  Thank you,

  *********;

  Customer Answer

  Date: 10/11/2022

   
  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:09/26/2022

  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.

  I have been trying to make an exchange via the website and paid over $100 in shipping to return the products I got to exchange them for different blankets. The exchange arrived over a week ago and no one will answer the phone or get back to me about my exchange. I am awaiting a credit of $400, and I very upset that no one is contacting me. Their website chat doesn't work, it just says no one is online during what should be there operating hours. Why is no-one getting back to me???

  

  Business Response

  Date: 09/28/2022

  This matter has been marked as recently resolved, please let us know if you need anything further - thank you.