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:04/30/2024

  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.

  My mom ordered a waterproof throw blanket for me in December. I have washed it in cold water multiple times, and laid it out on an ironing board to dry. At first I figured all the loose fur would eventually come out and it would stop making a huge mess of my living room. More fur falls out of this blanket than my dogs sheds. Its a mess. My mom called them earlier today and they told her to wash the blanket and then comb it so they could see photos of the fur coming out of the blanket. We don't need to do that, you can see all the hair that has come loose because it is all over the blanket, its very apparent. So I chatted with their customer service online to ask if I could send the pics of what I have. I am not interested in washing the blanket yet again. (The fur gets all over my floor, couch, and wash machine.) This time they declined to even assist me, and offered a 25% off coupon! I am not sending them more money! I would like a refund. The order is under ************************* ********************* The blanket was approximately $100.

  

  Business Response

  Date: 05/01/2024

  Good Morning, 

  Thank you for reaching out to us regarding your order number ****** and support ticket number ******. We sincerely apologize for the inconvenience the customer experienced with the waterproof throw blanket. After careful review, it appears that this purchase was made on December 1, 2023, and unfortunately falls outside of our 30-day return policy, and thus is not eligible for a refund.

  While we typically replace items deemed defective, it seems the issue encountered may stem from improper care. This specific product has overwhelmingly positive feedback with ****** reviews from verified customers with a 4.9 out of 5 average. With this and satisfaction in mind our agent advised during the interaction on support ticket ****** some possible remedies that have worked for others with similar circumstances. We understand the customer's frustration and have offered the maximum discount available, 25%, towards purchasing a replacement. However, as a one time courtesy we're willing to make an exception and issue a refund for the item if the complaint is withdrawn. Our customer's satisfaction is our priority, and we aim to resolve this matter to their satisfaction if possible.
  

  Please let us know how they would like to proceed, and we'll be more than happy to assist further by providing the refund if the complaint is agreed to be withdrawn.

  Warm ****************************************************************** Manager

  **********************

  Customer Answer

  Date: 05/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response and will withdraw my complaint in lieu of a refund.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/19/2024

  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.

  In August 2023, I purchase a puppy from PetLand in *******, **. The puppy was ill from the moment I took her home she had green mucus discharge I thought it because she had bathe before leaving the pet store. I had 4 days from making the purchase if any issues that *** occur. The puppy was very ill through the night coughing and wheezing. I took her to the vet care that had an appt ************************ in *******, **. She had a breathing condition which needing treatment for 5-6 days that had I not brought her in sooner she could have past on the following according to the doctor. *** I have been dealing with Paw Solution (claim no *****) since day one I have emailed and call numerous times and repeatedly been told the same response looking into it. I was finally told in December 2023, they have settled not the same amount I paid because they said no X-rays, doctor visit or treatment is not included. Which is ridiculous when I paid out of pocket in full which was mention before. The check/bank name cannot be given to me though I have confirmed my address. *** another claim number ***** was issues because of the suppose lost check.

  

  Business Response

  Date: 02/20/2024

  Good Afternoon, 

  We are truly sorry to hear about the ordeal you've experienced with your puppy. However, it seems there might be a misunderstanding as we, at Paw.com, do not sell sell pets. Nor do we handle claims related to pet purchases. It appears there might have been confusion with another company given this and that those reference numbers given do not show up on our records at all. While we can't assist with your specific situation, I sincerely hope you find resolution swiftly and your puppy recovers fully. If there's anything else I can do to assist you, please don't hesitate to reach out.

  Best ***************************************************************************** Manager

  **********************

• Initial Complaint

  Date:04/09/2023

  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.

  March 16, 2023 I ordered two throw blankets and was charged $217. I still have not received the items. I contacted the company on April 7 and received a confusing response which I pasted below. *************** like a scam company. Hi *****, Thank you for contacting Paw.com. I apologize for the inconvenience and for not receiving the item on time. Unfortunately, the item you ordered has encountered some unexpected issues in our warehouse. However, our warehouse team processed a replacement order yesterday 4/6/2023. You will receive a notification on your email once the item is ready to get shipped. This is the replacement Shipment #********* for your reference. Once again, I apologize for any inconvenience this may have caused, and I thank you for your understanding. Have a PAWtastic day and hope to hear from you soon! 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.

  

  Business Response

  Date: 04/10/2023

  Dear ***,

  Thank you for reaching out to us regarding your recent order. We appreciate your business and want to ensure that you have a positive experience with our company. We apologize for any inconvenience caused by the delay in the delivery of your order.

  Our team looked into the issue and we found that there was a problem with your original order at our warehouse. However, we were able to create a replacement on April 6th the day before you contacted us, the shipment was picked up on April 7th. We understand that this delay was frustrating, and we want to make sure that you receive your order as soon as possible.

  We would like to update you that there is now a tracking number available for your shipment. The tracking number is **** ********************** and it is showing an estimated time of arrival of today, April 10th. We hope that this will help alleviate any concerns that you may have had.

  Once again, we apologize for any inconvenience caused and thank you for your patience and understanding. If you have any further questions or concerns, please do not hesitate to reach out to us. We appreciate your business and hope that you have a wonderful day.

  Best regards,

  *********************************

  Customer Service Manager

• Initial Complaint

  Date:02/27/2023

  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 Feb20, 2023 I purchased an XL bed for our dog for ****** order # ******. It says label created for shipping and was ready to ship within 2-4 days. Its still saying label created but *** hasnt picked up. I have emailed 4 times with no response on the status as we need this bed for our dog as shes having issues. I wish Id had read about this website before ordering because it seems this site isnt legit and or many have had or are having very similar issues and never received their products or money back. Extremely frustrated!

  

  Business Response

  Date: 03/02/2023

  Dear *********************************,

  I hope this email finds you well. I am writing to apologize for the shipping issue you experienced with your recent order, number 97724331.After conducting an investigation, we found that the delay was caused by a glitch on our warehouse side of things.

  Please accept our sincerest apologies for any inconvenience this may have caused. As a token of our appreciation for your patience and understanding, we have issued a replacement for your order, which has shipped on *** tracking number 1Z217Y840328547196. It currently shows on their website an ETA of 3/3/23. Our customer service agent will be emailing you with details about the replacement shipment as well.

  We value your business and want to assure you that we are taking steps to prevent similar issues from occurring in the future. Thank you for bringing this matter to our attention and please do not hesitate to reach out if you have any further concerns or questions.

  Best regards,

• Initial Complaint

  Date:02/24/2023

  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#****** ***** Tracking#******************** I ordered a product from their website. Paw.com claims the item was shipped on the 21st via *****. As of today, ***** has not received the order. When I called Paw.com the representative heard my problem and laughed, and said it was an issue with ****** not them. ***** claims they don't have the package. The representative said they would send a replacement and hung up. I received no notice of a replacement via email of a replacement.I sent two emails to *************** and never heard back.I requesting this business to send me what I ordered or send me an immediate refund.

  

  Business Response

  Date: 03/02/2023

  Dear *******************,

  I am writing to apologize for the confusion and delay that occurred with your recent shipment. We understand how frustrating it can be when you don't receive your order on time, and we are truly sorry for the inconvenience that this has caused you.

  After investigating the matter, we found that there was a delay with the courier ******* on this shipment. Although it was sent from our warehouse on 2/21/23, there was no update on their end for several days. When you contacted our customer service agent, he processed a replacement for you. However, before the replacement could be fulfilled, we saw movement on the original order with the courier ******* and thus cancelled the replacement, which is why you did not receive a notification email regarding the replacement shipment.

  We apologize for the confusion and lack of communication in this matter. We will ensure that our agent who handled the call and the replacement is coached to make sure that neither you nor anyone else has a similar negative experience in the future.

  We are happy to inform you that the original shipment, with the tracking number ********************, is showing on the ***** website as out for delivery today, 3/2/23. If you require any further assistance, please don't hesitate to reach out to our customer service department, and they will be more than happy to help.

  Once again, please accept our apologies for the mix-up and the delay in delivering your order. We hope that you will give us the opportunity to make it up to you in the future.

  Thank you for your understanding.

  Sincerely,

  *********************************

• Initial Complaint

  Date:02/23/2023

  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 for a dog bed on Feb 12th, 2023 (10 days ago) and after reluctantly spending $90 on the product which should have been processed within 48 hours and delivered within 2-4 days according to their website, my order has still not yet been shipped let alone processed any further than order placed. I have sent 4 emails now regarding this and asking for an update and have not heard anything back. I would just like to have my dog bed that I paid and was so excited for. Order #****** for reference.

  

  Business Response

  Date: 02/23/2023

  Hello *****, 

  We apologize for the inconvenience your recent order has caused. Unfortunately, the item you ordered was out of stock and was not shipped as a result.
  Our customer service team has reached out to you by email to offer you a replacement product or a refund if that is your preference.

  We sincerely apologize for the issue and thank you for being a valued customer. We value your business and strive to offer the best experience possible.

  Thank you for your patience.

  Sincerely, 

  Paw.com Customer Service

  Customer Answer

  Date: 02/25/2023

   
  Complaint: 19453195
  
  I am rejecting this response because:
  This is the only response I have gotten and I believe it was only because I made this complaint. I have yet to hear back from them after responding to their email and asking when the item will be back in stock and if I can exchange for the larger bed. By far worst customer service I have ever encountered, seems like a scam business to me that should be shut down immediately. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/02/2023

  Dear *************************,

  I am writing to you today to offer my sincerest apologies for the service you received from us. It is never our intention to disappoint our customers and I want you to know that we take your concerns very seriously.

  Firstly, I want to apologize for the inconvenience caused by our inability to fulfill your original selection. Unfortunately, the item you had chosen was sold out and we did not have a restock date available at the time. We understand how frustrating this can be, and we are truly sorry for any inconvenience caused.

  Secondly, I understand that you may have missed our email informing you of this issue. However, we did receive your email yesterday and have processed a refund for you. I want to assure you that we take our customers' satisfaction very seriously and we always strive to provide the best possible service. One of our customer service representatives will be responding back to your email shortly to further apologize for the lapse in communication and to address any other concerns or questions you may have.

  Once again, I want to express my deepest apologies for the service you received. Please know that we value your business and we hope to have the opportunity to serve you better in the future.

  Sincerely,

  *********************************

• Initial Complaint

  Date:02/20/2023

  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 (2) PupRug orthopedic dog beds in November of 2022 - Order Number #******. According to the website, the cover to the actual bed is "waterproof". My dog had an accident the other day and it soaked all the way through. Also, one of the memory foam pads has already flattened on one end. They're "guaranteed not to flatten for 10 years". It flattened in less than 3 months. I have called and left messages with Paw.com and sent numerous emails over the last few weeks. I have received no response whatsoever. The Giant bed is the one that IS NOT waterproof and the Large/Extra Large is the one that has flattened.

  

  Business Response

  Date: 03/01/2023

  Dear ***************************,

  I am writing to express my sincere apologies for the inconvenience caused to you regarding your purchase from Paw.com. Unfortunately, we have discovered that the items you had the issue with are out of stock, and as a result, we cannot replace them as per your request.

  We understand the frustration this has caused you, and please know that this is not the experience we want any of our customers to have. Therefore, we have processed a full refund for the total amount you paid, which should be credited back to your account in the next few business days. This has been communicated via our **************** team this afternoon.

  To make up for the some of the disappointment caused, we have also included a 15% discount code for your next purchase with us as a gesture of goodwill. We hope this can help to regain your trust in us and to continue shopping with us in the future. This was also communicated via our **************** team when they emailed about the refund.

  Once again, please accept our apologies for any inconvenience caused by this unfortunate situation. We value you as a customer, and we hope to have the opportunity to serve you again soon.
  If you have any further questions or concerns, please do not hesitate to reach out to our customer service team, who will be happy to assist you.

  Thank you for your understanding and patience.

  Sincerely,

  *********************************

  Customer Answer

  Date: 03/02/2023

   
  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:02/19/2023

  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 12/11/2022, I ordered a Junior Animal Print Memory Foam Dog Bed in the color Polar Bear Faux Hide (Order ******). After purchasing I realized it said no return eligible because I bought it at sale price. A few days later when I unboxed the dog bed, I found it to have major creases/indentations in the memory foam from where it was rolled up to be packaged. Also, the bed cover did not fit the bed insert, there was about 2 inches of extra fabric on both ends where the foam did not fill out the cover completely. I waited the recommended amount of time for the bed to fully decompress from packaging. After it did not decompress, and still had multiple large creases in the foam that were visible I contacted their customer service multiple times about receiving a defective bed. I tried to call their toll free number listed and wasnt able to get through. So I emailed the address listed on their website for support multiple times. My first email was on 12/30/2022, I then emailed again on 01/06/2022. I emailed back in response to an automated message saying my service ticket was closed. I also left a review. I did not hear any response back which is very frustrating considering I received a faulty bed. Finally, two months later, on 2/16 I received an email back about the bed and asked for pictures. I have since not received a response to my response. I understand it may take time to receive a response but it has been nearly two months since the first time I reached out about receiving a defective product. Overall it has been terrible customer service and at this point I have no interest in the bed considering everything I have went through trying to get ahold of this company to receive what I purchased. As of today 2/19/23, it has been more than two months since I received and unpackaged the bed and it still has those same very large creases in the foam and doesnt fill out the cover, which is far longer than their recommended 1-2 days to fully decompress.

  

  Business Response

  Date: 02/23/2023

  Hello *******, 

  We apologize for the defective product you recently received. We have taken note of your complaint and handled it with our customer service team. We have sent a replacement order which should have been delivered on 2/22.

  Please check your email for more information regarding the replacement order. We hope you will be pleased with the replacement product and apologize for any inconvenience this has caused.

  Thank you for your patience and understanding.

  Sincerely, 

  Paw.com Customer Service
  
  

• Initial Complaint

  Date:02/18/2023

  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.

  On November I placed an order on November 30, 2022, that has never been sent out.it was a pre-order for a PUPCLOUD Human sized dog bed. I have not received the order and I have emailed support @paw.com two separate times, but receive no reply. The order information is as follows: DateNovember 30, 2022 Order No.#****** Order Total$320 I have not been able to find a phone number to contact them. I really want my purchase, but i am beginning to feel like I have been scammed.

  

  Business Response

  Date: 02/23/2023

  Hello Serra, 

  We apologize for the delay in getting back to you. We hope this message finds you and your pup in good health.

  We wanted to let you know that your order for the dog bed was indeed shipped out to you last week and was delivered successfully on 2/21. We hope you and your canine friend are both enjoying it.
  

  We understand that you have been waiting a while for this product and apologize for any inconvenience this has caused. If there is anything else we can do, please don't hesitate to let us know.

  Thank you for your patience and understanding.

  Sincerely, 

  Paw.com Customer Service

  Customer Answer

  Date: 02/25/2023

   
  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:02/17/2023

  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 dog blanket on November the 7th 2022. I have never rec'd the item. I emailed them twice and got no response. I also DM through instagram and got nothing. I am very upset as this cost quite a $135 and not able to get a refund or anything, as they have never responded. Sounds like many people have had the same thing happen. This is not a reputable company at all. Bunch of scammers.

  

  Business Response

  Date: 02/23/2023

  Hello ********, 

  Thank you for your recent order. We apologize for any inconvenience or confusion you may be experiencing.
  We are pleased to inform you that the order was shipped and shows as delivered. Furthermore, our customer service team sent you an email with more information about the order, including tracking information. They will be able to assist you with next steps.
  

  Sincerely, 

  Paw.com Customer Service