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:12/24/2022

  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.

  November 26,2022 placed order for 2 blankets and 2 beds received the blankets by December 5,2022. No beds have come as of today December 24,2022 spent >$100.00. Hours with Paw.com. Have made multiple calls to them with no rep available-no answer, left messages no call backs, have sent several emails since December 5,2022 with no response from them! Poor service department! I want the beds.

  

  Business Response

  Date: 12/30/2022

  Hello *****, 

  We apologize for the delayed update from our **************** Team. Our team contacted you on 12/28 and offered replacement products or refund for the items that were not received, please let them know what option works best via email. We apologize for the inconvenience. 

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

  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:12/24/2022

  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 bought a dog bed and blanket 11/30 with the company. I received the items 12/7 and since then I have reached out to support via email 5+ and via telephone 3 times to return the item since my dog does not like the item. They have ignored all my attempts to reach out to support to get a refund and ship the items back. I have reached out to my credit card company to also contact the company in hopes of getting in touch with them. It has been almost a month and I want to get my $300 back and send the items back but they will not contact me back. This is my only option to notify you in hopes they will get reprimanded for being a sham company with no customer service.

  

  Business Response

  Date: 12/30/2022

  Dear *******, 

  We apologize for the delayed response as our team is handling a high volume of orders and requests during the holidays. Due to the chargeback claim filed, the amount of the refund requested is being held and Paw.com is unable to process the refund request. Your financial institution will be in touch directly regarding the request.

  -Paw.com Customer Service

• Initial Complaint

  Date:12/23/2022

  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.

  I had placed an order back on October 31st. I ordered a giant bed, replacement cover, and blanket. Money has been charged but I have not received the black replacement cover. I have left two phone messages and several,emails have been sent with ZERO replies. I don't understand why someone can't respond to the customer. It just seems like bad business to me. I have read some of the reviews and it appears they are responding to these complaints. Again I don't understand how no one has the time to reach out, but they are jumping all over these posts.

  

  Business Response

  Date: 12/30/2022

  Hello *******, 

  We apologize for the inconvenience. You should now have received a notification from our team and a confirmation that a replacement order was issued for the missing bed cover.

  - Paw.com Customer Service

  Customer Answer

  Date: 01/03/2023

   
  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:12/22/2022

  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 White ****** Anti-******************** Throw Blanket and a white ******** Faux Fur Memory Foam Dog Bed - Curve bed on Nov. 25, 2022. The company charged my credit card for the for amount of $268.25 that same day (Nov. 25). I received the blanket with no issues on Dec. 5. I got an email from the company saying there was problem with my shipping address on Dec. 7. I sent them an alternate address on Dec. 10. On Dec. 15, they sent me an email with tracking information for the package I received on Dec. 5 (one tracking number only). I responded on Dec. 16 letting them know that I did receive one of the items I ordered but that I had not received the second item which was the Cloud Bed. I sent them images of the box I received which clearly indicated that is was the blanket and also a screenshot of the error message I was receiving on their site every time I tried to view the order details. On December 19, after getting no response from them, I requested that they cancel the Cloud Bed and refund my credit card for that item. Still no response, So on Dec. 21, I sent another email asking them to cancel the Cloud Bed (original price $199, but I got it on sale for $47.20 off --- $151.80 plus tax). At that time, I told them if I had no response from them, I would be contacting my bank to dispute the charge. Which I have also done.

  

  Business Response

  Date: 12/29/2022

  Hello, 

  We apologize for the delayed communication. Our team was able to get in touch with the customer and the requested partial refund in the amount of $180.96 was issued on 12/28/2022.

  - Paw.com Customer Service

• Initial Complaint

  Date:12/21/2022

  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 added a 25% off code to my order that was not processed. I have been trying to reach this company for 2 weeks. I have tried calling, emailing, texting, social media direct message NO RESPONSE

  

  Business Response

  Date: 12/22/2022

  *****,

  We have numerous promo codes available during the holidays, and given the deep discounts, sometimes they have defined expiration dates. However, I have assigned your case to ***********************************, please expect to hear from him soon. Feel free to contact him directly as well. 
  
  Thank you,
  
  ****
  
  

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18622594
  
  I am rejecting this response because: the company is impossible to contact... have tried Email, Text, direction message thru instagram 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/27/2022

  Hi ******,

  I have been told that a refund went in for processing on Friday, you should be all set. 

  Thanks,

  *********;

• Initial Complaint

  Date:12/20/2022

  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 bought three memory foam bolster pillows for our dog and for others as a gift and they arrived defective. The memory foam never expanded, and it is tough and uncomfortable. I've tried to get ahold of customer support several times over the past few weeks and they are unresponsive. I would like a refund but at this point I'm not optimistic that they will actually respond and resolve the issue. Extremely disappointed. Apparently there are many customers dealing with similar issues and no response from the company as well.

  

  Business Response

  Date: 12/20/2022

  ********,

  I have assigned your case to ***********************************, please expect to hear from him soon. Feel free to contact him directly as well. 
  
  Thank you,
  
  ****
  
  

• Initial Complaint

  Date:12/20/2022

  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 the PupRug by Paw.com Faux Fur Orthopedic Dog Bed - Curve White with ************* on December 13. My order number is ******. I received an email stating that I will receive another when my order is shipped. That is the last I have heard. I ordered with the assumption that my item would ship in 3-4 business days as advertised. However, I have not heard anything. I DO NOT want to receive a genetic copy/paste reply like so many others have on here. I would like my item shipped promptly as advertised. This was an expensive purchase, so it ridiculous to have such disappointing customer service.

  

  Business Response

  Date: 12/20/2022

  I have assigned your case to ***********************************, please expect to hear from him soon. Feel free to contact him directly as well. 
  
  Thank you,
  
  ****
  
  

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18614822
  
  I am rejecting this response because:

  
  A shipping label was created. That is all the update I have received. I have not received any information from Paw or any of their customer service representatives. I would like my item SHIPPED or some explanation of delay. Thank you. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/29/2022

  Hello, 

  We apologize for the delay. The customer was contacted by our customer service team on 12/28 and tracking information was shared. According to the tracking number, the item was delivered on Wednesday, December 28 at 2:49 P.M.

  - Paw.com Customer Service

• Initial Complaint

  Date:12/19/2022

  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.

  Ordered a pet bundle that included dog bed. The dog bed consist of memory foam and the cover for it and the bundle included a waterproof pup blanket. The bundle I bought included three items. I received two of the three. I never received the third item. I did not receive the blanket. Only response from customer support was that they cancelled my request with no information about the missing item in my order. Very unprofessional.

  

  Business Response

  Date: 12/20/2022

  Hi ******,

  I have assigned your case to ***********************************, please expect to hear from him soon. Feel free to contact him directly as well. 
  
  Thank you,
  
  ****
  
   

   

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18614161
  
  I am rejecting this response because: ****** never sent me any correspondence. I have not received one email or any communication from them. They send out the same generic email and then to resolve they go one step further saying a certain person will be handling the issue. That is not true. Dishonest! They dont have ONE bad review on their website. They are deleting them and they are deleting all the negative comments on ********* Untrustworthy. I want my Blanket that goes with my order. I got the bed, all I want is the blanket. This is not to much to ask. I paid for it. Expensive too. 
  
  

  I have nothing to attach to this because I have received no contact. I dont understand how they have a Grade A with BBB with all these complaints. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/29/2022

  Hello, 

  We apologize for the delayed communication. Our customer service team was able to reach reach the customer on 12/28 and provided additional information regarding their order. The blanket ordered was picked up by the customer from the post office. 

  - Paw.com Customer Service

  Customer Answer

  Date: 01/03/2023

   
  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:12/19/2022

  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 placed an order on 11/25. Paw.com took their funds on 11/25. I still have not received my order. I've sent three emails to Paw.com. No reply. I called and left a message with Paw.com. No reply. I now have to scramble to find replacement Christmas gifts, even though I ordered them in plenty of time. There's no excuse for ignoring a customer after you take their money and do not provide the promised service in a reasonable amount of time.

  

  Business Response

  Date: 12/20/2022

  Hi *******,

  I have assigned your case to ***********************************, please expect to hear from him soon. Feel free to contact him directly as well. 
  
  Thank you,
  
  ****
  
  

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18612136
  
  I am rejecting this response because:  Three emails, a phone call and four texts.  No communication.  I didn't know if the items would be received in time for Christmas, so I had to spend $100 to replace them.  Then the items arrived.  Almost a month after ordering.  Awful customer service and I will never order from this company again.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/20/2022

  ******* - Our apologies. there were delays industrywide, especially with delivery. Please let us know what we can do now that you have received your order. 

  Thank you,

  *********;

  Customer Answer

  Date: 12/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I find that I've received the products ordered, and no further action is required.  I placed about 10 orders that same day, and Paw.com was the only business with any delivery issues.  Especially since they're located in the same state as the delivery address.  But the delivery delay wasn't even the issue.  If Paw.com had only answered an email or returned a phone call, provided even a little customer service, they could have saved me replacement costs and salvaged a customer.  I would never do business with this company again.  

  Sincerely,

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

• Initial Complaint

  Date:12/19/2022

  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 submitted an order November 22, 2022, received confirmation same day as well as CC charged same day. I have not received any further correspondence or order or shipment. I have sent numerous emails, sat on the webchat, phone customer service as well as sent DMs on ******** and instagram - no response or acknowledgement from any of these. I am in the midst of disputing charges and am very unhappy with the company.

  

  Business Response

  Date: 12/20/2022

  Thank you for your recent Paw.com purchase. We are experiencing extremely high order volume at this time, coupled with courier delays, which has caused disruptions to our typical shipping timelines. Please know that we are working around the clock to get orders processed and shipped as fast as possible. Additionally, tracking information has not been made available to us as it typically has been in the past, so please be patient, as our customer service representatives may have limited access to the necessary information. 
  
  We are committed to providing ongoing communication throughout this process, please contact *********************************** for an expedited resolution to your inquiry. 
  
  Thank you for your patience and understanding.