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
- 86 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:12/18/2022
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 a "PupRug Bundle - Orthopedic Bed Curve, Holiday Blue Plaid + Matching Waterproof Blanket Giant Bed - 60" x 35" & Large Blanket - 80"L x 62"W" on 11/25/2022 On 11/30 I received an email stating they are behind on shipping for various reasons. On 12/9 I starred reaching out for updates. I finally left a voicemail when I could not get anyone to answer the phone and then followed up with an email on 12/12 after no return call. I had not received a follow up so by 12/14 I spent over an hour on the phone. I had not received a shipment order from this company until after my first attempts to contact them. I finally received the wrong product. I had to send pictures of what I received.They wanted to charge and then refund me to return the incorrect product. I told them they were not allowed to process any further transactions on my form of payment. I told them I was happy to return it they could send me a label without charging my card. The woman would not put a supervisor on the phone. She finally told me not to worry about the return. They then told me they could not fulfill the order in that color and wanted to refund me. I told them absolutely not. I had waited almost a month by this point and I expected a substituted item. The woman agreed to substitute a charcoal color and assured me I would get emails when it shipped in the next 2-4 business days. Today 12/18 I get a notice I have a refund. There has never been the option to speak to a supervisor and the same person has answered the phone. I want the items I ordered. A color other than plaid is acceptable as long as it is not white (same thing I told the representative). Emails attached. I believe their call was taken on a recorded line. They looked at the emails while on the phone with me.
Business Response
Date: 12/19/2022
Tess,
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: 12/27/2022
Complaint: 18606328
I am rejecting this response because:The business states they assigned ****** to my case to come to a resolution. ****** had not reached out to me within four days of the assignment. I reached out to him at the included email (attached). ****** has still not replied to me four days later. A copy of my email chain with paw.com is attached as well as a search screenshot of my email showing all paw.com emails.
Sincerely,
*************************Business Response
Date: 12/30/2022
Hello,
We apologize for the delayed response as our team is experiencing a very high volume during the holidays. A refund in the amount of $88.77 was issued on Dec 18 at 2:36 am EST for the item that was not received. In addition, our team issued a $30 gift card for the inconvenience.
-Paw.com customer service
Initial Complaint
Date:12/17/2022
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.
Purchased 11/24. Order No. #******. Tracking #**********************. I ordered a pet pillow, PupPillow Holiday Red Plaid Memory Foam Pillow. I was sent a moldy and/or urine stained pillow (see pictures). When I called and left a message. My call was not returned. When I emailed on 12/9 I received no reply. I feel like I was scammed.Business Response
Date: 12/19/2022
******,
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:12/16/2022
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 received one item that I purchased and not the full items. The bed was 130 that I paid for and did not receive. Tried calling and send you to voicemail, no call back. Tried emailing no response!Business Response
Date: 12/19/2022
********,
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:12/16/2022
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.
Date of transaction:11/24/2022 Amount of money paid: $215.29 total Missing item total $39.00 plus tax Business commitment: delivery in 2-4 business days Nature of dispute: missing item -still shows not shipped. I have called (no answer-left voicemails), emailed 3 times, direct messaged them via ******** and Instagram and still no response.Order # ******Business Response
Date: 12/19/2022
*******,
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:12/15/2022
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.
My order was confirmed on November 17th, 2022 and I was notified of shipping on November 18th. The shipment seems to be lost in ******, ** and the Paw.com support team at [email protected] has been unresponsive for the past several weeks.Business Response
Date: 12/16/2022
****,
I have asked ****** on our customer service team to reach out to you, in the meantime, please send me your order number and I will try and locate the package with the courier.
Thank you,
*********;
Customer Answer
Date: 12/16/2022
My order number is #******. I'd like the remainder of the order canceled and my money refunded to me.Initial Complaint
Date:12/15/2022
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.
Date of transaction: 11/25/22 Order number: ****** I purchased the PupRug mini bundle from your website 3 weeks ago and have yet to receive tracking information. I have called and emailed your company numerous times and have never received a returned call nor email. Every time I call your number, you either put me on hold, or immediately send me to voicemail. I have left messages several times. I have no idea how to resolve this and simply want my order to ship as I feel it is has been more than a reasonable time. Since I've ordered, you've put a disclaimer on your site stating that holiday orders are "delayed", but that disclaimer wasn't there when I purchased. I am very disappointed and just want the products I paid for.Business Response
Date: 12/16/2022
****************,
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 - which is why we made the updates to the website. 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.Customer Answer
Date: 12/19/2022
Complaint: 18578182
I am rejecting this response because:I contacted the email the business listed for an expedited resolution to my issue and have yet to receive a reply. I also have continued to call and email the company since filing a formal complaint to no avail.
Sincerely,
***************************Business Response
Date: 12/20/2022
I have contacted both ****** and ******** (team lead) and asked to make sure one of them contacts you today, our apologies for the delay.Customer Answer
Date: 12/20/2022
Complaint: 18578182
I am rejecting this response because:I am unhappy with the options offered to me by your support team.
I have been waiting on a response calling and emailing you for weeks on end. I purchased almost 4 weeks ago at this point. This was meant to be a gift, I expected to receive it long before Christmas, and your support team has been unresponsive.
Here is my proposed resolution:
The original blanket (Original 60" x 50", white with *************) I ordered is in stock, so I would like that to be shipped immediately.
Link: https://www.paw.com/collections/blankets/products/pupprotector-waterproof-throw-dog-blanket-white?variant=16030967300145
The bed I ordered (One size 30" x 22", white with *************) is on backorder and will ship by an unknown date so, I would prefer this one to be sent, as it will match the blanket (Small/Medium 40" L x 25" W, white with *************).
Link: https://www.paw.com/products/puprug-faux-fur-orthopedic-dog-bed-curve-white?variant=15937463353393
To me, this is a fair and reasonable solution for all of the time I've spent calling and emailing your business. Please let me know what next steps are.
Sincerely,
***************************Initial Complaint
Date:12/15/2022
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.
Ordered 2 dog beds. One arrived without the cover. Ordered on Dec 5, delivered on Dec 7. Great - sent two emails (Dec 7 and Dec 14). No reply at all from Paw.com. They advertise reply within 48 hours. They are unresponsive with poor customer service.Business Response
Date: 12/15/2022
******,
I have forwarded your problem directly to our Team Lead, please expect to hear from them shortly.
Thank you,
*********;
Initial Complaint
Date:12/14/2022
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.
On 11/27/22 I ordered a Black Friday deal from Paw.com. I was charged $67.84 immediately upon ordering. To date I still have not received the items, there is no evidence that it has shipped, and Ive called/emailed customer support every single day since 11/28/22 and left multiple messages. Either they have no customer service or they simply refuse to return my messages. I would love to get my product, but with the business not answering any forms of communication I dont believe they even have any stock. Because of their failure to uphold their sale, I would like a refund. If I could be contacted by someone within the company I would like to perhaps amend my order, but again, this doesnt seem possible.Business Response
Date: 12/15/2022
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.Customer Answer
Date: 12/17/2022
Complaint: 18575190
I am rejecting this response because: its the same generic response sent to everyone who files a complaint which tells me nothing is being done to rectify the problem. I have also reached out to the email provided by the business which has also gone unanswered. I am no closer to speaking with anyone in customer service, nor do I have my items or even any sort of tracking or shipping information. I have, however, received a plethora of advertising emails from the company who claim to be under high volumes and limited stock, but are still spamming people with email ads. I either want to speak directly to someone in the company or I want my money refunded fully.
Sincerely,
*******************************Business Response
Date: 12/20/2022
I have contacted ****** and ******** (team lead) and asked that one of them contact you today, our apologies for the delay.Customer Answer
Date: 12/20/2022
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 as I have finally been contacted by someone.
Sincerely,
*******************************Initial Complaint
Date:12/14/2022
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.
Online order was placed via e-commerce platform (paws.com) on December 7th 2022, with shipping est at 2-4 business days. The charge went through on my **** within 24 hours, and I have not received any update on my order. I have attempted to contact the company via their support email (PDF of email attached), and have left two voicemails to their 800 number requesting an update. I have received ZERO communication from this company as it relates to my order (not even a standard 'processing delay' email which is normal for e-commerce retailers at this time of year). I am shocked at the lack of attention to paying customers, and I fear I will now have to deal with **** to handle the refund as I cannot get a hold of this company (but they have my money!). I work in B2B/B2C myself, so I understand the logistics of what would take place when an online order is placed. this companies failure to respond to a customer issue is beyond poor business practice.Thank you BBB, I hope you can help.Business Response
Date: 12/15/2022
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.Customer Answer
Date: 12/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response would have been more appropriate in an email to send to the client (me) before it having to be escalated. I will never purchase from this company again and will advise others to do the same. Appreciate BBB being the only support in this process.
Sincerely,
***************************Initial Complaint
Date:12/13/2022
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 a rug, and extra cover and blanket the day after thanksgiving. I have sent 5 emails with no response. I do not have them items I paid for. I called today 12/13, only to be sent to voicemail. This is ridiculous and I want my items or this remedied now.Business Response
Date: 12/15/2022
****,
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, I have contacted *********************************** for an expedited resolution to your inquiry, feel free to reach out to him if you don't don't from us shortly.
Thank you for your patience and understanding.
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