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Business Profile

Online Retailer

Paw.com LLC

Headquarters

BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

This profile includes complaints for Paw.com LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 128 total complaints in the last 3 years.
    • 10 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/09/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      Hello. on January 9th, placed order #****** In the amount of $292.31 I emailed several times asking about status of order, received one response was running late. Have emailed several more times asking to cancel and credit back card, with no response!!Feel this site is definitely a scam!!!

      Business Response

      Date: 02/09/2023

      Hello ****, 

      We apologize for the delay in our response and want to express our gratitude for your purchase and patience. We understand that you have been eagerly waiting for your pre-ordered product and we are glad to inform you that it is scheduled to ship this month. You should receive a shipping notification via email.

      We are truly sorry for any inconvenience this delay may have caused and want to assure you that we are taking all necessary steps to get your product to you as soon as possible. Your satisfaction is our top priority and we are working hard to make sure that your experience with us is nothing but the best.

      Thank you again for your purchase and for your understanding. We are confident that you will love your new product and can't wait for you to start enjoying it.

      If you have any further questions or concerns, please do not hesitate to reach out to us.

      Sincerely, 
      Paw.com Customer Service

    • Initial Complaint

      Date:02/05/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 11/26/22 for a pet bed bundle and door gaurds. Door gaurds arrived 12/2. The pet bed still said preparing to ship and the company had sent out an update stating deliveries and shipping were delayed encouraging not to reach out to customer care because they didn't have access to shipping info. I sent emails starting 12/25. The only response I ever received was that my case was closed. There was no information. I still help out hope after the holidays they would ship the bed. Now ,over 2 months later there is still nothing and the bed still shows preparing to ship status. I have filed a complaint with PayPal to try to get a refund.

      Business Response

      Date: 02/07/2023

      Hello ******, 

      We apologize for not sorting this out soonerit is unacceptable that we were not able to respond for so long. We had much higher volume than expected around the holidays and have been working diligently to get back to every one of our customers.

      The bundle you ordered is unfortunately backordered. Please check your emails for a message from one of our customer service agents with options regarding your order. 

      Sincerely, 

      Paw.com Customer Service

       

      Customer Answer

      Date: 02/10/2023

       
      Complaint: 19336809

      I am rejecting this response because: 

        *********** did email me after BBB reporting.   The first person offered to replace my order with an in stock item.  I agreed and provided feedback on what item i would like for the replacement.  Then, the next day, a second person replied stating they were arranging a refund.  They did refund my purchase, buy even their attempt to resolve my complaint was not consistent and resulted in me without a product I ordered and was later offered again.  In the end, I have my money back at least.


      Sincerely,

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

      Business Response

      Date: 02/17/2023

      Dear ******, 

      We apologize for the miscommunication. The case seems to now be resolved. 

      Sincerely, 

      Paw.com Customer Service

      Customer Answer

      Date: 02/17/2023

       
      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. Bi received a refund in the end which is at least something, but what a crappy customer service.

       


      Sincerely,

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

    • Initial Complaint

      Date:02/05/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Placed an order for a memory foam dog bed with Paw.com on 1/1/2023 for the amount of $316.94. Order #******. it was the "PupCloud Human-Size Faux Fur Memory Foam Dog Bed". supposed to be 2-4 day delivery. They charged my card via PayPal same day. have not heard from them since then. Have emailed them on 3 separate dates, 1/21/23, 1/25/23 and 1/28/23. In addition, I called the customer service number on both 1/29/23 and again on 1/30/23 and got an outgoing message (middle of the day) stating, "no one is available to take your call...". I did not even get the option of leaving a message. To date (2/5/23), not one attempt has been made to contact me regarding this order, yet my bank account is out $316.94. I don't care about the dog bed at this point, but I DO want my $$ back, (including the shipping costs, included in figure above), and I want the bad review/complaint out there for future customers to view.

      Business Response

      Date: 02/07/2023

      Hello ******, 

      We apologize for the delay in our response and want to express our gratitude for your purchase and patience. We understand that you have been eagerly waiting for your pre-ordered product and we are glad to inform you that it is scheduled to ship next week. You should receive a shipping notification via email.

      We are truly sorry for any inconvenience this delay may have caused and want to assure you that we are taking all necessary steps to get your product to you as soon as possible. Your satisfaction is our top priority and we are working hard to make sure that your experience with us is nothing but the best.

      Thank you again for your purchase and for your understanding. We are confident that you will love your new product and can't wait for you to start enjoying it.

      If you have any further questions or concerns, please do not hesitate to reach out to us.

      Sincerely, 
      Paw.com Customer Service

    • Initial Complaint

      Date:02/03/2023

      Type:Delivery Issues
      Status:
      Resolved
      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've emailed Paw.Com three times with zero response (over the course of the last month) as I have not received half of my order (Order #******) placed on December 14th, 2022. I received notifications that both blankets shipped the same day as the order placement. I received the PupProtector Cool Comfort Waterproof Throw Blanket - Polar White ******* by 12/18/22. I still have not received the PupProtector Waterproof Throw Blanket - White with ************* *******. The tracking details from ***** saying "shipment exception" and "In transit- **********, **" have not changed since the day I ordered it and it was shipped (12/14/22). Their website says to email them with shipping issues. As I mentioned earlier, my emails have all been ignored and every single time I try calling customer service the automated message tells me there is no one to take my call and automatically hangs up immediately. The blanket that is missing was $189 without tax and I have been waiting almost 2 months for it. I would just like for it to be delivered/for an update from the company.

      Business Response

      Date: 02/07/2023

      Hello ********, 

      We apologize for the delay in responding to your messages. Our customer service team looked into your case and shipped a replacement for the product that was not delivered. 

      Check your inbox for a confirmation email. 

      Again, we apologize for the inconvenience.

      Sincerely, 

      Paw.com Customer Service

      Customer Answer

      Date: 02/15/2023

       
      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.  Received my new blanket and my pup loves it!  Thanks for helping on this. 

      Sincerely,

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

    • Initial Complaint

      Date:02/02/2023

      Type:Order Issues
      Status:
      Answered
      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 for PupCloud Human Size Faux Fur Memory Foam Dog Bed on December 19th, 2022. Order # ****** for total cost of $291.31. I've send multiple emails to customer service ***************** asking for an updated order status. I have heard nothing. I am beginning to think I've been scammed. I want the product OR a refund ASAP.

      Business Response

      Date: 02/03/2023

      Dear ****, 

      We apologize for the delay in our response and want to express our gratitude for your purchase and patience. We understand that you have been eagerly waiting for your pre-ordered product and we are glad to inform you that it is scheduled to arrive by February 15th. You should receive a shipping notification next week.

      We are truly sorry for any inconvenience this delay may have caused and want to assure you that we are taking all necessary steps to get your product to you as soon as possible. Your satisfaction is our top priority and we are working hard to make sure that your experience with us is nothing but the best.

      Thank you again for your purchase and for your understanding. We are confident that you will love your new product and can't wait for you to start enjoying it.

      If you have any further questions or concerns, please do not hesitate to reach out to us.

      Sincerely, 
      Paw.com Customer Service

    • Initial Complaint

      Date:02/01/2023

      Type:Order Issues
      Status:
      Resolved
      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 18, 2022, I ordered a human-sized faux dog bed. I paid ******, and the bed never arrived. I emailed customer service three times, sent the company two direct messages via Instagram, and attempted to leave a voicemail. I got no response. I finally commented on one of their Instagram posts, and they deleted my comment. Apparently the company had time to delete negative Instagram comments and send emails to push more of their products. However, they do not have time to respond to complaints and/or requests for updates. After reading some of the other complaints here, I am not surprised.

      Business Response

      Date: 02/02/2023

      Dear Austin, 

      We apologize for the delay in our response and want to express our gratitude for your purchase and patience. We understand that you have been eagerly waiting for your pre-ordered product and we are glad to inform you that it is scheduled to arrive by February 15th. You should receive a shipping notification next week.

      We are truly sorry for any inconvenience this delay may have caused and want to assure you that we are taking all necessary steps to get your product to you as soon as possible. Your satisfaction is our top priority and we are working hard to make sure that your experience with us is nothing but the best.

      Thank you again for your purchase and for your understanding. We are confident that you will love your new product and can't wait for you to start enjoying it.

      If you have any further questions or concerns, please do not hesitate to reach out to us.

      Sincerely, 

      Paw.com Customer Service

      Customer Answer

      Date: 02/02/2023

       
      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:01/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 sent 3 emails and phone messages and have not received a reply On the 27 of Dec I received a dog bed as a gift from a friend followed all the instructions to inflate the memory foam and it never inflated more than about 65% it is probably defective and needs to be replaced Along with each email there are pictures attached

      Business Response

      Date: 02/07/2023

      Hello ******, 

      We apologize for not sorting this out soonerit is unacceptable that we were not able to respond for so long. We had much higher volume than expected around the holidays and have been working diligently to get back to every one of our customers.
       
      It looks like one of our products may have slipped through our quality control and for that we have to apologize. We are disappointed that this item is not up to Paw.com quality standards.

      A replacement is being sent, please check your email for the order confirmation and tracking number. 

      Thank you for your patience. 

      Sincerely, 

      Paw.com Customer Service

    • Initial Complaint

      Date:01/31/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      Ordered 2 dog beds from this company on 1/15 2023. We were charged for the total price of $265.10 and this was processed through our credit card company the same day. Their website states that orders are usually processed within 48 hours. I have not heard from the company since ordering. I have sent multiple emails to their customer service department with no reply. I have called their customer service number and can only get a recording and no return calls. I want to know the status of my order and if it cannot be filled I would request a full refund. My order # is ******

      Business Response

      Date: 02/03/2023

      Hi *****, 

      We apologize for the delayed response. A customer service agent should have emailed you today with information regarding your order. 

      Sincerely, 

      Paw.com Customer Service

    • Initial Complaint

      Date:01/30/2023

      Type:Delivery Issues
      Status:
      Answered
      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 did not receive my PupProtector Waterproof Throw Blanket - Short Fur Black Plaid Large (80"L x 62"W) Order #****** Or PupLounge Memory Foam Bolster ************ Medium/Large - 36" L x 28" W x 9" Order #****** Ive tried to reach support with no luck. I would like a refund or my products delivered.

      Business Response

      Date: 02/03/2023

      Hi *****, 

      We apologize for the delayed response. Our customer service team should have now reached out to you with information regarding your replacement product. 

      Sincerely, 

      Paw.com Customer Service

    • Initial Complaint

      Date:01/30/2023

      Type:Delivery Issues
      Status:
      Answered
      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 this item on 12/31/22, received it on 01/09/23. The product will not fully expand. I tried calling, emailing and ******** to get a hold of them with no response!.My order number is ******. My last attempt was today. I emailed them and ********(messenger) them.The mattress is memory foam, and 1/3rd of it will not expand like the rest of it.

      Business Response

      Date: 02/02/2023

      Hello *******, 

      We apologize for the delay in responding to your recent emails. We understand that prompt and efficient service is important to you and we sincerely apologize for falling short of your expectations.

      Please be advised that our customer service team has reached out to you and is working to provide the next steps in addressing your concerns.

      We are committed to ensuring that your issue is resolved in a timely manner and to your satisfaction.

      Again, we apologize for the inconvenience this delay may have caused and thank you for your patience. If you have any further questions or concerns, please do not hesitate to reach out to us.

      Sincerely. 

      Paw.com Customer Service

    Paw.com LLC is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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