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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:01/10/2023

      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.
      Made purchase December 29, 2022 order ***** I haven't received my packages, they have never been shipped but they did get paid for product ****** ********. I have reached out via email by phone. Left multiple emails left multiple phone messages have phoned multiple times never any response ******** messenger as well. There has been no callbacks. No email replies. I would like my money back since I never received the product it has never been shipped.

      Business Response

      Date: 01/12/2023

      Hello ******, 

      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. Your refund request has now been processed and you should have received a confirmation via email. 

      Again, we apologize for the inconvenience. 

      Sincerely, 
      Paw.com Customer Service

      Customer Answer

      Date: 01/13/2023

       
      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,

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

      Customer Answer

      Date: 01/13/2023

       
      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,

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

      Customer Answer

      Date: 01/13/2023

       
      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,

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

      Customer Answer

      Date: 01/13/2023

       
      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,

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

      Customer Answer

      Date: 01/13/2023

       
      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:01/10/2023

      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.
      On December 26th 2022 I ordered from the company paw.com order number #******. The items I ordered were (3 cat nap waterproof blankets measuring 60x50 in white) total cost with discount that I paid $252.06 I used PayPal. As of today January 10, 2023 I have not received my product, I have not received a reply from any of the 4 phone messages I left at *************, I have not received a reply from any of the emails I sent to their support team at [email protected]. When I go to the "shop" app for tracking it just says to "contact paw.com" there is no information other than to show my purchase.

      Business Response

      Date: 01/12/2023

      Hello ****, 

      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. Replacement blankets have now been sent, please check your email for a communication from our customer service team.

      Sincerely, 
      Paw.com Customer Service

    • Initial Complaint

      Date:01/06/2023

      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 ordered 1-18-22.Received the $20 pillow but not the $300 bed.Received a email saying they are working on it. That was a month ago.Ive emailed 6 times. Over a dozen voice messages in the past 3 days.Order ******

      Business Response

      Date: 01/10/2023

      Hello ********, 

      We apologize for the inconvenience and understand the frustration this may have caused you. Our customer service team reached out via email today to offer a resolution to your case. 

      Sincerely, 
      Paw.com Customer Service

    • Initial Complaint

      Date:01/05/2023

      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.
      I purchased an order on Nov 25th and still haven't received it. It's now Jan 5th. I've called, no one picks up the phone. I've emailed 3 times. I messaged ********* nothing. I got an email saying my case has been closed and here is an 20 dollar off coupon with no discount code and NOTHING telling me when my order is going to be shipped.

      Business Response

      Date: 01/10/2023

      Hello *****, 

      We apologize for the inconvenience and understand the frustration this may have caused you. Our customer service team reached out via email today to offer a resolution to your case. 

      Sincerely, 
      Paw.com Customer Service

    • Initial Complaint

      Date:01/05/2023

      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.
      I placed an order on November 25th 2022 for $76.32. It is now January 5th **************************************************** anything saying its been shipped. I sent an email on 12/19, two emails on 12/22, and an email on 12/14, but I have gotten no response to any of them. They sent out a mass email on November 30th about high order volume and delays but I have received no update since then, even though they funnily enough added this to their email "We are committed to providing ongoing communication throughout this process, ensuring you have the most up-to-date information." They did take the $76.32 out of my account on November 25th. order number #******

      Business Response

      Date: 01/10/2023

      Hello *****, 

      We apologize for the inconvenience and understand the frustration this may have caused you. Our customer service team reached out via email today to offer a resolution to your case. 

      Sincerely, 
      Paw.com Customer Service

      Customer Answer

      Date: 01/11/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. I asked them to refund the order.

      They informed me that the bundle I ordered is now backordered. 

      Sincerely,

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

    • Initial Complaint

      Date:01/03/2023

      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.
      10/31/2022 I ordered items and have received no response when requesting shipping and refund information Several emails have been sent Phone calls have been made, resulting in me being on hold for hours and no person ever answering

      Business Response

      Date: 01/09/2023

      Hello ***, 

      We apologize for the delayed communication as our team is experiencing a high volume of requests. Your refund request is now being processed.

      Again, we apologize for the inconvenience. 

      Sincerely,

      Paw.com Customer Service

    • Initial Complaint

      Date:01/03/2023

      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 placed an order on November 27, Order # ****** for a blanket and bed combo. I did receive the blanket but NOT the bed. I have tried to call customer service but no one ever answers the phone so I have left 5 messages. I also tried to reach them via email twice and again no response. I would like the rest of my order or a refund please.

      Business Response

      Date: 01/10/2023

      Hello *******, 

      We apologize for the inconvenience and understand the frustration this may have caused you. Our customer service team reached out via email today to offer a resolution to your case. 

      Sincerely, 

      Paw.com Customer Service

    • Initial Complaint

      Date:01/03/2023

      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.
      An order was made with paw.com on November 28th, 2022 with payment of $85.90 immediately being charged to my credit card. Order #: ****** On November 30th, 2022 paw.com issued an email stating there were high volumes coupled with courier delays so expect shipping delays. They also stated tracking information could not be provided for my order due to courier issues. Emails were sent out to [email protected] and [email protected] on December 13th, 14th, and 15th requesting an update to my order, confirmation that my order had been processed, and an actual shipment date. No response has been received to date. Phone calls had been made numerous times but are continuously answered with "No Support agents are available at this time. Please leave a voicemail...". To date, I have not received any call backs to my voicemails. On December 14th, I had tried contacting paw.com through ******** messenger. To date, no response has been provided. As it stands, paw.com is refusing to respond to any communications or return funds for unreceived items.

      Business Response

      Date: 01/09/2023

      Hello ******, 

      We apologize for the delayed communication as our team is experiencing a higher volume than expected around the holidays. Our team reached out to you via email to offer options to resolve your case. Please email *********************************** with your preferred solution. 

      Sincerely, 

      Paw.com customer service

       

      Customer Answer

      Date: 01/10/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that if they commit to providing a full refund within 10 Business days plus additional interest charges that were incurred, then this resolution will be satisfactory for me.

      I, nor any other consumer, shall be responsible for paw.com's inability to prepare, handle, or appropriately staff for large volumes.  


      Thank you,

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

    • Initial Complaint

      Date:01/03/2023

      Type:Sales and Advertising 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 ordered 4 products from Paw.com on 11/25. I received 2 of the 4 products within about 10 days of the order date. I started contacting Paw.com looking for an update on the remaining part of my order after receiving the 2nd product since the 2 items not shipped were supposed to be Christmas gifts. The initial contact was by phone about 12/8 or 12/9. My first email was sent on 12/12 and that was after calling a couple of times and leaving messages and trying to use the live chat feature on the website with no luck. I still have yet to receive any sort of response with an update. I received one email today (1/3) stating my support request had been closed, but no other information provided. I just want a simple response with when I can expect to receive the products I paid for, or a cancelation of the order and a refund for what I have not received.

      Business Response

      Date: 01/09/2023

      Hello *******, 

      We apologize for the delayed communication. A replacement for your missing items has now been issued.

      Sincerely,

      Paw.com customer service

      Customer Answer

      Date: 01/09/2023

       
      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:01/02/2023

      Type:Product 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 ordered two dog beds through Paw.com. One arrived and the memory foam expanded as they advertised. It is a great bed. The second arrived and the memory foam did not expand - my dog wasn't drawn to a flat bed so it is useless. I emailed, I left two messages, I tried to use the chat line and I wrote the *** a snail mail letter and sent it. I got no response. I want a refund since I did not get the item described. Their customer service is abominable.

      Business Response

      Date: 01/12/2023

      Hello *****, 

      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 were informed that your refund had now been successfully processed.

      Again, we apologize for the inconvenience.

      Sincerely, 
      Paw.com Customer Service

      Customer Answer

      Date: 01/12/2023

       
      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,

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

    Paw.com LLC is BBB Accredited.

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