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
- 126 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:11/30/2022
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 $200 dog over a month ago, and it has been sitting in my order status as "waiting to be shipped", even though it was supposed to ship in 2-4 business days. The company has ignored 3 emails and does not return phone calls. All I want is an update on my order. I would like to receive this order, but if they cannot do this, I want to cancel my order and buy somewhere else.
Business Response
Date: 11/30/2022
Hi Crisi,
Please accept our apologies, this item did go into a temporary back order due to high sales volume. The good news is that it's on it's way back into stock by the end of this week, please let me know if you would like to cancel or keep the order intact.
Thank you,
*********;
Initial Complaint
Date:11/29/2022
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.
Purchased PupRug by Paw.com Animal Print Memory Foam Dog Bed - Black Faux cowhide on 11/23/2022 for $96.90 Emailed paw.com on 11/25/2022 requesting to cancel the order since it had not shipped yet Item shipped on 11/29/2022 with no response to original email Item arrived on 11/30/2022 Called on 11/30/2022 and left voicemail to try to return item. Emailed on 11/30/2022 to try to return item. Sent ********* DM on 11/30/2022 Commented on ********* post at the same time DM was sent. Paw.com deleted the comment but did not respond to DM Order #******Business Response
Date: 11/30/2022
Hi ***,
I can see that order has already been delivered, our **************** Manager will be contacting you to discuss a few different options for next steps to resolve this matter. Please let me know if I can be of any further assistance.
Thank you,
*********;
Customer Answer
Date: 12/02/2022
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.
Sincerely,
Rae LandInitial Complaint
Date:11/22/2022
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 saw the luxurious pet beds on paw.com. I decided to order one for my pups which costed me $249. Then I decided to look at the website again and saw the same bed was ony $69. I ordered the $69 and then contacted customer service to canvel the previous order. This all took place within 13 hrs of ordering the first order and 15 min of ordering the second order. I called and left my name, email and phone number. There was no response. I continued to call the next day and no response. I then asked them to cancel both orders because things were settling right with me. I kept calling and emailing, no response. I looked at the order tracking and it just said ordered,it wasn't even in the process of shipping so they could have easily canceled it. Then after all this calling and emailing, they sent me an email stating that both of my orders were shipped. On top of this, they pulled the money from my account almost emediatetly after I put in both orders. Iam contacting my bank to seek further actions.Business Response
Date: 11/28/2022
Hi ****** - please let me know how you would like to resolve the BBB complaint. We have been notified that you opened a claim with your credit card company, which now limits our ability to refund. I'm here to help - Thanks, ****Initial Complaint
Date:10/08/2022
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 with paw.com on September 3/2022 for a pup protector blanket which cost $179.99. order *****. The item was delivered on September 9/2022. Tomorrow (oct 9th/2022 is 30 days since the product has been delivered and therefore time is of the essence to communicate this issue within my return window. When trying to process a return online it says I am past the return period ( I suppose it's using the date of order and not actual delivery date) I decided to wash it for the first time. This blanket is advertised on their website as machine washable. Machine wash ability was the entire reason for my purchase. The blanket is completely unwashable. After two full cycles, even with pre-soak to allow the blanket to sit in the water and soak, the blanket is still dry in some spots, and smells like dog. This item has been advertised on paw.com as MACHINE WASHABLE and the honest truth is that it is NOT MACHINE WASHABLE. The blanket is too thick and heavy to be fully saturated and cleaned in a newer top loading washing machine. These are false claims made by the company and due to this reason I would like to return this blanket free of charge with a full 100% refund, AS THIS IS A MAJOR PRODUCT DEFECT AND FALSE ADVERTISING. I have tried contacting the company by phone several times during business hours only to receive voicemail. I have left a voicemail. I have emailed the company. I have sent them a ******** message.Business Response
Date: 10/10/2022
Good morning ****************,
All Paw.com blankets are machine washable, it is possible that there is a manufacturing defect involved here, therefore we have refunded the purchase, a credit of $161.82 has been put back on your card. Please let me know if I can be of any further assistance.
Thank you,
*********;
Customer Answer
Date: 10/11/2022
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.
Sincerely,
*********************Initial Complaint
Date:09/26/2022
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 have been trying to make an exchange via the website and paid over $100 in shipping to return the products I got to exchange them for different blankets. The exchange arrived over a week ago and no one will answer the phone or get back to me about my exchange. I am awaiting a credit of $400, and I very upset that no one is contacting me. Their website chat doesn't work, it just says no one is online during what should be there operating hours. Why is no-one getting back to me???Business Response
Date: 09/28/2022
This matter has been marked as recently resolved, please let us know if you need anything further - thank you.
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