Complaints
This profile includes complaints for Paw.com LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 119 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/02/2023
Type: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 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 ServiceCustomer 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,
*******************************Initial Complaint
Date:12/29/2022
Type: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 a blanket and pet bed set for Christmas on November 27th. I received an email stating they were sold out of the blanket I ordered. They included a code for a replacement, which would not work. I emailed them and called and left a message with my name, order number, and phone number explaining this. I called a few days in a row leaving the same message. I never received a call back. I did get an email reply and was told to retry the code... still wouldn't work. This went on for about a week with days between their reply. It would never work and he said he'd have to close my case and pass it on to someone else! I wasn't contacted by anyone else so I filed a complaint with PayPal to try to get it refunded. Haven't gotten any decisions yet. Christmas has come and gone... this has been a huge disappointment!My order # was ****** I also have 20 other emails exchanged with no results if needed.Business Response
Date: 01/06/2023
Dear *****,
We apologize for the delay in communication due to the high volume of requests. I have been informed by our **************** team that your PayPal claim was not closed.
Again, we apologize for the inconvenience.
Sincerely,
Paw ****************
Customer Answer
Date: 01/06/2023
Complaint: 18659958
I am rejecting this response because: all I got from your customer service was run around responses. I never got any real help from you. I have gone through PayPal to get this matter resolved. ****** learned you are not a reliable company.
Sincerely,
***********************Business Response
Date: 01/10/2023
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. A gift card was emailed to you by our customer service team as an apology and as a token of our gratitude.
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 this resolution is satisfactory to me. It wasn't anywhere near the amount of the missing product, but I'm over this whole ordeal. Keep your giftcard as I will not be using it or your company in the future.
Sincerely,
***********************Initial Complaint
Date:12/29/2022
Type: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.
We ordered the wrong size of an item that was ***** and need to make an exchange. We have called several times and left voicemails, and sent emails that have not gotten us any response. We have spent over two weeks trying to contact this company. At this point we just want it to be made right.Business Response
Date: 01/06/2023
Dear ****,
We apologize for the delay in communication as our team is experiencing a high volume of requests. I have informed our customer service team of your issue and you should receive an email today regarding next steps.
Sincerely,
Paw Customer Service
Customer Answer
Date: 01/06/2023
Complaint: 18659763
I am rejecting this response because I want a refund because of their poor customer service. To date, I have not received a phone call or e-mail from this company.
Sincerely,
*****************Business Response
Date: 01/09/2023
Hello ****,
We sincerely apologize for the inconvenience. Our customer service team has now emailed you with a response regarding your request.
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 this resolution is satisfactory to me.
Sincerely,
*****************Initial Complaint
Date:12/29/2022
Type: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.
Placed order with paw.com on 11/23/22. My credit card was charged thru PayPal and I have heard nothing from PAWS. emailed them and reached out on ********* no responses.Business Response
Date: 01/04/2023
We apologize for the delayed communication as our team is experiencing high volume during the holiday season. Our team lead ******** reached out by email on 1/3/23 and issued the requested refund as well as a $30 gift card for the inconvenience.
-Paw.com Customer Service
Initial Complaint
Date:12/29/2022
Type: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.
Placed Order Nov 28/2022. Company took payment and I never heard from them again. Website claims 1-2 Business days to ship. Never received shipping confirmation. I've attempted to contact the company on several occasions but have never gotten a response.Business Response
Date: 01/05/2023
Dear Jordan,
We apologize for the inconvenience and for the delayed communication due to a high volume of requests.
Our customer service team will be in touch shortly with a resolution for your case.
-Paw.com Customer Service
Initial Complaint
Date:12/29/2022
Type: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 the black Friday special on 11/27 with 2-4 day shipping. I have paid the amount in full and have not received my product. I have emailed several times through Shop Pay and email with no response. I have also called 2 times and left messages with no contact. This company has horrible customer service but can seem to make sure I get all the ads of things to buy and won't get my product outBusiness Response
Date: 01/05/2023
We apologize for the delay in communication as our team is experiencing high volume during the holidays. ******, from our customer service team, has reached out to offer a replacement or a refund and advised that a refund was preferred. The refund request has been submitted and will be processed.
We apologize for the inconvenience.
-Paw.com Customer Service
Initial Complaint
Date:12/28/2022
Type: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 2 items from Paw.com Order ****** on Nov 17th 2022 total $164.30 paid in full via Paypal One item shipped and was received (pup protector waterproof throw) ***** the second item Pup rug cover $59.00 was never shipped by the seller I have contacted the seller via phone over 15X. left messages and call back numbers because no one is ever available to answer I have sent emails starting Dec 11 to the email address as required by Paw.com support directions No email has ever received a response. I have also trie4d to reach Paw.com via Posting on ******** Messenger (only autoreply telling me to email received) also I have tried to reach them through ******** and ********* no response I want an immediate refund of $59 or I want the item to be shipped - I need a response from the companyBusiness Response
Date: 01/05/2023
Hello ****,
We apologize for the delayed communication as our team is experiencing extremely high volume during the holidays. Our customer service team advised that a refund is being processed for the item that was not received. We apologize for the inconvenience.
-Paw.com Customer Service
Initial Complaint
Date:12/28/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order in November and only received half of it. I emailed 3 times without receiving a response.I opened a dispute on Paypal and this vendor told me they couldn't refund my money until I dropped the dispute.Once I did I was notified by Paypal that I can't reopen it if they don't refund my money.I feel I've been scammed.Business Response
Date: 12/30/2022
Hi *******,
We apologize for the delayed response. Your refund request has now been processed and you should receive a confirmation by email shortly.
-Paw.com Customer Service
Customer Answer
Date: 01/04/2023
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:12/27/2022
Type: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 November 26 I bought from paw.com for $80.87 transaction it was called a pup bundle. My order number is #****** I havent recieved nothing Ive called left messages, Ive emailed them nothing..Business Response
Date: 12/30/2022
Hi **********,
We apologize for the delayed response as our team is experiencing higher than usual order volume.
You should have received an email from one of our customer agent on 12/29 with updates on your order and options to substitute the item that was not received.
Sincerely
Paw.com Customer Service
Customer Answer
Date: 01/03/2023
Complaint: 18648037
I am rejecting this response because: they did send me a email and I havent heard from them since, I have talked to many others in the same spot its a scam
Sincerely,
***************************************Business Response
Date: 01/09/2023
Hello **********,
We apologize for the delayed communication. Our customer team reached out via email today to offer a resolution to your case.
Sincerely,
Paw.com Customer Service
Customer Answer
Date: 01/09/2023
Complaint: 18648037
I am rejecting this response because:
Sincerely,
***************************************Business Response
Date: 01/10/2023
The customer was offered a free-of-charge substitution for the PupRug by Paw.com Faux Fur Orthopedic Dog Bed - Curve White with ************* Giant: ********************************************************************************************************************************************************* the PupProtector Waterproof Throw Blanket - White with ************* Large: *************************************************************************************************************************************** as a gesture of goodwill since the original item ordered was backordered and is now out of stock. Our customer service team is awaiting a response from the customer regarding the offer.
Sincerely,
Paw.com customer service
Customer Answer
Date: 01/11/2023
Complaint: 18648037
I am rejecting this response because: Im not receiving anything, they wrote that and I write back nothing
Sincerely,
***************************************Business Response
Date: 01/12/2023
Hello **********,
Our team reached out to you with an offer on 1/7, we have not heard back from you since. I will have the team resend the email in case it didn't reach you.
Sincerely,
Paw.com Customer Service
Customer Answer
Date: 01/12/2023
Complaint: 18648037
I am rejecting this response because: I have sent them back numerous emails
Sincerely,
***************************************Initial Complaint
Date:12/27/2022
Type: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.
Date of the transaction November 24th, 2022 Amount charged $58.51 Item is a dog bed cover Order number ****** After placing my order over a month ago and still not receiving it, I have tried contacting Paw customer support multiple times with no answer or response. I've tried both emailing and calling the customer service number. I have left many messages and they just refuse to get back to me about where my order is or refunding my money. I see that they are constantly updating and posting on their social media pages but won't get back to their customers about their orders. At this point I just want my money back.Business Response
Date: 12/30/2022
Hi *******,
We apologize for the delayed communication on your order. Your refund request was received and has been processed. One of our customer service agent should have contacted you on 12/29 with a confirmation.
Again, we apologize for the inconvenience and thank you for your patience.
-Paw.com Customer Service
Customer Answer
Date: 01/05/2023
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,
*******************************
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