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:01/30/2023

  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 memory foam bolster pillows on 31Dec2022 (order *****) and received them about a week later. The foam failed to expand fully in most areas, remaining creased and uneven a month later. The pillow covers are just saggy over the foam. I have been trying to contact someone via email since I received them with no reply received at all. I attempted contact via ******** messenger but my message remains unread with an automated reply stating contact via email is faster. I just want replacement foams or a refund of $38 if they cant provide replacements since the description and photos on their website are misleading. I have placed previous orders on two separate occasions with this company with great products received and excellent communication via email. Not sure whats happened in the past year but I will not be ordering from them again.

  

  Business Response

  Date: 02/02/2023

  Dear *****, 

  We apologize for the delay in getting back to you regarding your concerns with the bolster pillows you received. We understand that you were disappointed with the product and would like to apologize for the inconvenience this has caused.

  It looks like a couple of our products may have slipped through our quality control and for that we have to apologize. We are disappointed that these items are not up to Paw.com quality standards.

  A refund has been issued for the items that didn't meet our standards, this should be reflected in your bank statement in the next few days.

  Thank you for taking the time to bring this to our attention. We appreciate your feedback and will use it to improve our products and services.

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

  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:01/29/2023

  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 made a purchase from Paw.com on 11/26/22 for 2 Bundle packs of a Giant bed and Large blankets for Christmas presents order number ****** to the amount of $147.32. I received two boxes on 12/3/22 of small beds only. I tried that day and the next to contact the customer support phone number and could not get anyone to answer. I have tried multiple times over the last two months and have never been able to get a person on the phone. I then tried chatting online in a text format to which I will include in the documents. I was assured the support team would reach out to me. I did receive a few emails for a time, most of which were canned responses, and always 5 days or longer between reply's. At one point I was asked to donate the items i received incorrectly and only then would my order be corrected. So I would have to seek a ************** the items or mail them at my expense, get proof of the donation, and send it to PAW.com, and then they would correct their mistake. It is not my responsibility as the customer to do these things. I paid for a product and just want what i paid for. Any other company I have dealt with would have send return labels and the correct products or issued a refund. I tried disputing this with Pay Pal and they did not help. I continue to reach out to the support email, and they have stopped responding. I have sent them messages on ******** to their post, and to their messenger and still no response. I would just like what I paid for, or my money back, and will be happy to send back the wrong merchandise, which is only half of the order. I do not want to have to go to court and waist more of my time as it is just as valuable as everyone else's. Please help with a resolution. Thank you.

  

  Business Response

  Date: 02/07/2023

  Hello, Bill,
   
  We apologize for not sorting this out soonerit is unacceptable that we were not able to respond more quickly throughout this process. We had much higher volume than expected around the holidays and have been working diligently to get back to every one of our customers.
   
  A full refund has just been processed and this should be reflected in your bank statement in the next few days. Check your email for more information.
   
  We truly appreciate your patience and understanding.

  Sincerely, 

  Paw.com Customer Service

• Initial Complaint

  Date:01/24/2023

  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 placed an order w PAW on 2/16/22 for 2 items. When I received my order 1 item appeared used and the 2nd item was the incorrect item. Upon speaking w PAW they informed me they would issue me a refund in the amount of ******. I never received my refund. I have been calling them and emailing them since this happened. I have spoken to them a few times and they inform me a manager needs to handle my refund. I have asked numerous times to speak to a manager and ** always told one is not available. I have asked them to have a manager contact me and they say they will pass the message along. No one ever contacts me. Now when I call the number says no customer service representatives are available. I have continued to email and call them and still have not gotten this resolved. I have called them over 70 times. Please help me get my refund. Thank you

  

  Business Response

  Date: 01/27/2023

  Hello Joy, 

  We apologize for the delayed response. We are confirming that after investigation, your order doesn't qualify for a refund. 

  Sincerely, 

  Paw.com Customer Service

• Initial Complaint

  Date:01/24/2023

  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.

  On Nov 11/22 I placed an online order with Paw.com for almost $300. It was expected to ship in 2-4 business days. On Nov 21st I sent an email asking if items had shipped or if there was a problem. Nov 22nd I sent a 2nd email asking for an update as i had no response from the 1st email. Nov 24th I sent a 3rd email asking for a refund due to no response from 1st or 2nd emails. Later that day I filed a claim with PayPal. On Dec 15th I finally received a response from *********************************** saying that my order had shipped and since I filed a claim with PayPal they could not cancel my order. Dec 19th I emailed back asking why it took over 3 weeks to respond to my emails and why they only responded after I escalated things with PayPal. I also told them that even though the tracking number they provided says it was delivered (left between front doors??), I had not received the items. Dec 29 I sent another email explaining that I have still not received any items. They responded by resending the same email they sent on Dec 15th. I responded how disappointed I was. They responded saying they cannot assist until PayPal claim is either resolved or dropped and that if I drop the claim they MAY ask their team lead to request assistance. I decided to wait for PayPal's decision and after PayPal denied the claim I emailed ******** again on Jan 16th asking where we go from here because I am not willing to let this go since I spent $294.78 on items I have not received. I emailed again on Jan 18th, Jan 20th, Jan 23rd and Jan 24th and I have still not received any response from them. This company obviously is not a legitimate company, or if they are, they have the absolute worst customer service I have ever dealt with. How can you just ignore a customer that has given you almost $300 and received nothing for it??? I just want my money back because I will never deal with this company again and I urge anyone considering ordering from them to please reconsider.

  

  Business Response

  Date: 01/27/2023

  Hello *****, 

  We apologize for the delayed response. I was informed that the products you ordered are currently in transit. 

  Again, we apologize for the inconvenience. 

  Sincerely, 

  Paw.com Customer Service

   

   

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18891074
  
  I am rejecting this response because: these items have apparently been in transit since November.  It is now the end of January and they have not arrived so they are either lost or they were never sent.  At this point I just want a refund please.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/02/2023

  Hello *****, 

  We are truly sorry to hear that you never received your order.

  Please accept our sincere apologies for the inconvenience this has caused. Our team has investigated the matter, and we have issued a full refund for the charge to your original payment method. You should expect to see the refund reflected on your account within the next 3-5 business days.

  At Paw.com, we strive to provide the best possible customer experience, and it seems we fell short in your case. Rest assured, we are working to improve our processes to prevent this from happening in the future.

  Thank you for your patience and understanding.

  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:01/20/2023

  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 items on November 25 2022 from paw.com. weeks went by and no order shipped or recieved. I emailed them twice inquiring about my order and no response. I just called today to be informed that they do not have the items in there wear house because they oversold the sale items. I told them I expect a refund immediately since they never let me know that I would not be receiving these items, yet they took payment almost 2 months ago for them and I wouldn't have know if I didn't call them. Today's date is Jan 20th 2023 Paw.com order number ****** Order total $61.06

  

  Business Response

  Date: 01/25/2023

  Hello *****, 

  We apologize for the inconvenience. The refund has now been processed, you should receive a confirmation by email. 

  Sincerely, 

  Paw.com Customer Service

  Customer Answer

  Date: 01/27/2023

   
  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:01/19/2023

  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 ordered a human dog bed on November 17,2022. I paid in full through Affirm payment platform and never received the bed. I have reached out numerous times to paw.com via emails, phone calls, FB, and direct messaging on FB. I have not received 1 response from this company. I have filed a complaint with Affirm to see if I can get my money back from them. I called again today and no response.

  

  Business Response

  Date: 01/19/2023

  Hello *****, 

  We apologize for the delay in delivering your pre-purchased human-size dog bed that you expected to receive in January 2023. Unfortunately, due to manufacturing and logistical setbacks, it will now be shipping in February 2023.
  
  Please understand that we are devoted to providing our customers with the highest quality products and service possible. Rest assured that we are working diligently to ensure that these delays do not happen again in the future.
  
  As an apology for this inconvenience, we emailed you a 10% discount code for your next purchase as a thank you for your patience.
  

  Sincerely,

  Paw.com Customer Service

• Initial Complaint

  Date:01/17/2023

  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 ordered a $200 pet cover off Paw.com one year ago and it has completely fallen apart despite following all the specific care instructions. These items are supposed to be under warranty. The fur part of the blanket has completely separated from its backing/liner, making this a total eyesore to look at. It is barely waterproof (allegedly all their covers are), and I only washed it two times before it ended up this way.Furthermore, I have emailed "customer service" no less than 10 times. No response back ever in the last year. When I call you get put on hold, only then directed to a voice messaging box - I have left at least 5 voicemails with no return calls. This is a scam company. There is no customer service and NO way of getting hold of them. It is completely ridiculous. I wish I had never fallen for their ad on instagram! This blanket/cover shouldn't cost more than $50 for the way it looks now!

  

  Business Response

  Date: 01/18/2023

  Hello ****, 

  Our apologies for not responding soonerwe have had higher volume than expected around the holidays. Please check your email inbox for an email from our customer service team in regards to the issues you are having with the blanket. 

  Sincerely, 

  Paw.com Customer Service

• Initial Complaint

  Date:01/16/2023

  Type:Order 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 11/22/22 I ordered a PupRug bundle including dog bed, blanket, and pillow. I received an email on 11/29/22 that said my order was delayed with no shipping date known. I have called and emailed to no avail. I paid $91 and it has been two months with NO answer on where my items are. The credit card was processed immediately after I placed my order. Please process my refund or send me my money back!! This company is operating on pure theft.

  

  Business Response

  Date: 01/17/2023

  Hello ****, 

  Our apologies for not responding soonerwe have had higher volume than expected around the holidays. ****** from our **************** team should have emailed you today with next steps regarding your issue. 

  Sincerely, 

  Paw.com ****************

• Initial Complaint

  Date:01/13/2023

  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 placed an online order with Paw.com back on 11/28/22 for a $140.93 "Polar White" 60"L x50W PupProtector Waterproof Throw Blanket. When the blanket arrived, I noticed it has a 4-inch wide pinkish stripe going all the way down one side of the blanket. I've tried multiple times to submit an online return request, but their returns site has been "down for maintenance" for two months. I've also left multiple voicemails (since when you call their customer service number, it just goes straight to their voicemail) and I have never received one response from this company. They are a complete scam and need to be shut down. I would really like to get my money back since they send out defective products and then are completely unavailable to rectify problems.

  

  Business Response

  Date: 01/17/2023

  Hello *****, 

  Our apologies for sending something that *** have slipped through our quality control and for not responding soonerwe have had higher volume than expected around the holidays. 

  Please check your email inbox, ****** from our customer service team should have reached out today to address the issue. 

  We apologize for the inconvenience. 

  Paw.com Customer Service

• Initial Complaint

  Date:01/11/2023

  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 purchased a blanket for my dog over 2 months ago and was promised a 2-to-5-day delivery but it's now January 11th and still nothing received. I've left messages, tried calling them, emailing them, etc... but have not heard from anyone. I recently checked online if anyone else has had this problem and found that around 90 percent of the people who deals with this company has had the same problem. I would like to get a refund or at least receive the product I purchased but I think I won't see either unfortunately. Not sure what else to do. Plese help. Thanks, ****

  

  Business Response

  Date: 01/12/2023

  Hi ****, 

  Paw.com strives to make every purchase a great experience, so we were deeply disappointed we were not able to fulfil your order and to assist you as well as we should have. We understand, and apologize for, the inconvenience this caused you. Please know that we are redoubling our efforts to ensure that this type of issues are not repeated. We have refunded you for the amount of the product you didn't receive, please check your email for a confirmation from our customer service team. 

  Sincerely, 
  Paw.com Customer Service

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18720690
  
  I am rejecting this response because: The email I received from PAW.com states that my order has been cancelled and would take 10 to 15 days to receive a credit.  But the message received here on BBB states I have been refunded which I have not yet.  I won't agree with this being resolved until I receive my ************.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/20/2023

  Hello ****, 

  We apologize for the confusion. Our team tried to issue the refund following your request, however due to the PayPal claim filed, the amount of the refund request is being held and Paw.com is unable to process the refund request or issue a credit. Your financial institution will be in touch directly regarding the request. 

  Sincerely, 

  Paw.com Customer Service