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: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.Initial Complaint
Date:12/13/2022
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.
11/24/2022 Order #****** $63.60 total PupRug with faux fur cover, orthopedic Dog Bed. Curve Brown. Ortho insert is defective and will not rise. Reached out by email/phone/social media numerous times and no response. The transaction was a sale item and I am fine with that, but it does not work. Defective. Was opened and followed directions precisely and after a week, I was able to roll up and place back in original shipping box, which is stated , should not happen.Customer Answer
Date: 12/15/2022
Complaint: 18566765
I am rejecting this response because:
It does not clarify that I will be credited my original payment, nor does it state that a shipping return label will be issued.
Sincerely,
***************************Business Response
Date: 12/16/2022
*******,
Please give us an opportunity to contact you and resolve the issue, you rejected the response on the same day I sent it to our team for resolution. We will make sure that you will be credited and a shipping return label will be issued.
Thanks,
*********;
Customer Answer
Date: 12/17/2022
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:12/13/2022
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.
Placed order on Nov 27 Order ***** that was to be shipped within 2-4 business days. Still no notification that it has been shipped, although charges of $90.80 were charged to my credit card immediately. I have attempted to send multiple emails to their contact us email, also tried to call their 1-800-number but keep getting "no one available to serve you at this time" message - no response from the company despite the multiple attempts. I want either to a) receive the products purchased or b) get an immediate refund.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 resolution is satisfactory to me.
The company in question shipped thr iitems shortly after the complaint was submitted (1.5 hours later) and I have received the items.
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.
Order ****** was placed on 11/27/2022. There has been no update on it from paw.com, despite emailing more than once, and multiple calls. There has been zero response via email, and phone calls get met with a message that there are now agents to take the call. Half of the order was received, but I am still missing the other half.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
Complaint: 18565588
I am rejecting this response because: this is not a resolution, the response is copied and pasted from their website. I received a notice that they closed my case via email, but the resolution area of the email was empty.
Sincerely,
***********************************Business Response
Date: 12/16/2022
***********,
I have asked ****** on our customer service team to reach out to you today.
Thank you,
*********;
Customer Answer
Date: 12/22/2022
Complaint: 18565588
I am rejecting this response because:Still no contact from company a week after being told they would reach out.
Sincerely,
***********************************Business Response
Date: 12/28/2022
Hello, Our customer service team was able to get in touch with the customer on 12/28 and provided the following resolution:
Reason: One item in the order was not fulfilled (TAD1661) as it was backordered. The customer was offered a replacement in an in-stock color (charcoal grey). A manual replacement was issued under order #******-R: 1 x TAD1422 and 1 x TAD1450.
Initial Complaint
Date:12/12/2022
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 purchased a bundle of a bed and throw blanket together on November 28th order number ******. Half my order (bed only) was received on December 6th. I reached out to customer service via email, phone (says "talk to an actual human" yet always goes straight to voicemail, I left a voicemail and have tried the number 4 other times) and Instagram and have received no response as to when the blanket will ship. I am seeing that this is a consistent problem with this business and that they hide all negative reviews from their website. I either need the other half of my order shipped or a refund, but can't get any resolution when the business does not respond to any communication from customers.Business Response
Date: 12/12/2022
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.Initial Complaint
Date:12/12/2022
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 placed an order on Friday, 11/25, and got a shipping confirmation on Sunday, 11/27. According to the shipping policy and the shipment notification, the package should have arrived no later than 12/02. As I still had no package on 12/03, I emailed customer support. No response.I sent a follow-up email to support on 12/06. No response.I sent yet another follow-up email to support on 12/08. No response.It's 12/12. I still have no package; I still have no response from customer support; and tracking information is still stuck on "Label Created". - Order #: ****** - Payment Completed: Friday, November 25, 2022 7:47:39 AM EST - Order Confirmed: Friday, November 25, 2022 7:47:48 AM EST - Item: PupRug by Paw.com Animal Print Memory Foam Dog Bed - Polar Bear Faux Hide Original (55" L x 50" W) - Total: $86.11 - Tracking: 1Z66WW17P215031177Business Response
Date: 12/12/2022
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: 12/16/2022
Complaint: 18559872
I am rejecting this response because:
The business response addressed issues unrelated to the complaint; there was no delay in order processing/shipping, tracking information was immediately available, and the issue with customer service isn't lack of information but lack of response. The shipping confirmation email I received explicitly stated that the order was on the way and to expect delivery is 2-4 business days. That was nearly three weeks ago. Tracking still says "Label Created". Customer support hasn't responded to any of my requests for help. It's just shy of 3 full days since I emailed ********@paw.com (as suggested in the business response), and there's been no response to that email, either. Nothing has changed since the complaint was filed, except that it has required even more time and effort. The stated commitment to "providing ongoing communication throughout this process" seems insincere at best.
***********************Business Response
Date: 12/16/2022
*****,
Our apologies, I have transferred your case to another agent, please expect to hear from *********************************** today.
Thank you,
*********;
Initial Complaint
Date:12/12/2022
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 11/24/2022 for a holiday bundle costing $82.00+tax. I still have not received my order and Ive called (left messages), emailed, and DMd several platforms with zero response. This is such poor customer service that I just dont even want my order at this point. Ive let them know I would choose a different color if the one I ordered was out of stock, Ive tried to be reasonable but no one ever responds. Not only did I waste my money but also my time.Business Response
Date: 12/12/2022
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: 12/14/2022
Complaint: 18543930
I am rejecting this response because:
I have tried emailing the company yet again for the last two days to get this worked out, per their instructions AND yet again have received no response. They have the worst customer service Ive ever had to deal with. My only option now is to contact my back to hopefully get my money back. Very disappointing!
Sincerely,
***************************Business Response
Date: 12/15/2022
****** - please contact *********************************** directly.
Thank you,
*********;
Customer Answer
Date: 12/20/2022
Complaint: 18543930
I am rejecting this response because:I have emailed the company on numerous occasions and they have not responded.
Sincerely,
***************************Business Response
Date: 12/27/2022
I was notified by our customer service team this morning that a refund is being processed.Customer Answer
Date: 12/27/2022
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:12/11/2022
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 purchased 3 dog beds from paw.com. my initial issue started when my order never arrived. I contacted the company and they responded. I then received only 1 of the 3 dog beds. I contacted the company again and they sent the other 2 dog beds.Since receiving all 3 dogs beds I have had issues with quality of the product. The dog beds are made out of memory foam and all 3 never fully expanded. I contacted the company and they asked for pictures which I sent. Since sending those photos the company has not responded. I have sent multiple emails asking for them to address the issue but continue to receive no response. This has been going on for approximately 1 month. I am looking to have the dog beds replaced due to poor quality of the ones I have received.Business Response
Date: 12/12/2022
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: 12/20/2022
Complaint: 18558377
I am rejecting this response because: This response does not address the complaint. This is the same automated email I continue to receive from paw.com. I directly emailed ******** as instructed and I have received no response.
Sincerely,
***********************Business Response
Date: 12/22/2022
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:12/10/2022
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.
Placed an order on 11/27/22 for two dog beds and used ShopPay to pay for the purchase. I received an order verification email on the same date. Per their website, orders are usually shipped within 1-3 days of order confirmation. Here it is, 12/10/22, and I have not received any further communication from the company, nor have I received the products I ordered. I have tried to contact them several times trying to find out where my order is and nobody has ever responded. I shouldve vetted the company before I ordered anything but now after the fact, looking at their reviews, this is evidently how they do business. I am very disappointed and I want the order canceled and my money refunded.Business Response
Date: 12/12/2022
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: 12/12/2022
Complaint: 18556077
I am rejecting this response because: while this would have been an acceptable response to one of my many attempts to contact the company, they have never responded to any of my messages. It is interesting that they responded to the BBB complaint but have still not contacted me.
Sincerely,
*********************Business Response
Date: 12/15/2022
**** - please expect to hear from either ******** or ****** shortly, apologies for the delay.
Thank you,
*********;
Customer Answer
Date: 12/15/2022
Complaint: 18556077
I am rejecting this response because: I have not yet received any correspondence from paw.com.
Sincerely,
*********************Business Response
Date: 12/29/2022
Our customer service team was able to get in touch with the customer and a replacement item was issued on 12/19 and delivered on 12/22.
-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. The claim that a replacement item was shipped was unfounded, however, on 12/27/22 I finally received an email from the company stating that the order was canceled. As the cancellation and refund of payment was ultimately what I wanted, I am now satisfied that this issue is over. This company has questionable practices and this does need to be recorded going forward.
Sincerely,
*********************Initial Complaint
Date:12/10/2022
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 blankets from paw.com on November 28 2022 and my credit card was charged $109.71 on November 29. I got email saying that my order is confirmed and I will be notified as soon as it shipped. And nothing since then. I tried to contact company multiple times via email provided on their website - no response. I called them several times a day 3 days in a row and left messages - nobody called me back. I left messages on their ******** page - no response . If you run online business you need to have strong customer service department to address any issues and actually respond to emails and calls and try to deal with complaints and not hide. When I ordered the first time from them my order came within 5 days and it's not a bad product. Well too bad . Now I don't want to do business with this company I want my money back.Business Response
Date: 12/12/2022
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: 12/12/2022
Complaint: 18553587
I am rejecting this response because: I requested refund and it doesn't take long for business to do it. and I also contacted my bank and requested to dispute the transaction and reverse money
Sincerely,
********************Business Response
Date: 12/12/2022
Please contact *************************************** for an expedited resolution to your inquiry.Customer Answer
Date: 12/13/2022
Complaint: 18553587
I am rejecting this response because: I emailed the suggested email and no response. My bank reversed payment for now.
Sincerely,
Ganna Maydanova
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