Complaints

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:05/13/2025

  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 order a replacement tag for a dog harness previously purchased there. I was charged for the merchandise, however they have not processed or shipped the order and it has been over two (2) weeks. I have sent emails for a status and no one is responding. I either want the item shipped, or a refund, or I am filing fraud charges on my bank card!!!

  Customer Answer

  Date: 05/28/2025

  Close this.  I finally received the order.  I already requested it be closed.

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 April 22bd U ordered a No pull dog harness online from Doggykingdom. The Product was advertised as Lifetime Guarantee which led me to believe that if it was the wrong size or something was missing or broken it could be replaced. No place on that page did it specify No returns. I chose the large because it went by weight. My dog weighs 32 lbs. I tried it on her and it was too big and could not be adjusted to fit by shortening the straps. I put it back unused in the package and called customer service. The line was just a recording and said to email them only and read the no returns policy page. They replied to my email and basically blamed me for picking the large and couldn't exchange it . That if I wanted to spend more money I could buy a medium with 40% taken off. I am a senior and it took me weeks to get enough money *****. Plus what if the next one doesn't fit either? At this point I would be willing to send it back to them but They said I couldn't get an exchange. If I had known there were no returns or exchanges I never would have purchased this item.

• Initial Complaint

  Date:02/24/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  False advertising - this company is advertising products with a Lifetime Warranty by displaying a Lifetime Warranty stamp and showing what appears to be the disclaimer of the Lifetime Warranty on the product purchase page, but in fact it is not. I recently discovered products do not have a Lifetime Warranty, but rather a limited warranty. If the product breaks, they will only replace the item twice! That is NOT a Lifetime Warranty. Specifically, visit their website and look up harnesses. You will see the Lifetime Warranty stamp and if you select the harness you want to purchase, at the bottom is a disclaimer of the lifetime warranty which states nothing about it being limited to two replacements.

  Business Response

  Date: 03/10/2025

  Dear BBB team,
  
  we have already sent a new harness (replacement) to this customer and informed her via email, exactly as requested.
  
  Thank you!
  
  Best,
  Team Doggykingdom

  Customer Answer

  Date: 03/23/2025

  The company still has not revised their website to indicate the LIMITED Lifetime Warranty. They are still misguiding customers to think their product will last forever, or they will replace it for free when in fact you can only have 2 faulty events causing replacements, then you need to repurchase. 

  Customer Answer

  Date: 03/25/2025

  Date Sent: 3/23/2025 5:18:40 PM
  The company still has not revised their website to indicate the LIMITED Lifetime Warranty. They are still misguiding customers to think their product will last forever, or they will replace it for free when in fact you can only have 2 faulty events causing replacements, then you need to repurchase. 

  Business Response

  Date: 04/01/2025

  We have gone above and beyond to accommodate the customer on multiple occasions, yet the customer continues to find reasons to submit complaints.
  We do not claim that our dog harness will last forever. In fact, our product description clearly states that if the product breaks, it will be replaced free of charge.
  Our Refund & Return Policy explicitly states that the guarantee is limited to two replacement products. This means that after using the guarantee in full, the customer ends up with the original purchased product plus two replacements a total of three products. Out of nearly ******* customers, only a handful have required three replacement products, and such cases are extremely rare.
  In this specific case, as a gesture of goodwill, we even provided a fourth replacement product, going beyond what our policy requires.
  
  Our legal team has reviewed and confirmed that it is both standard and sufficient to include this information in the Refund & Return Policy.
  

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 22981297
  
  I am rejecting this response because:

  They actually said theyve gone above and beyond to accommodate me? At no time have they expressed anything other than so sorry for you but this is our policy (which is not clear to the consumer). It wasnt until I filed this complaint that miraculously I was sent a new harness, with zero communication from them other than it was shipped.

  Whats sad is both the BBB and this company is missing the point. When anyone markets a product with a LIFETIME warranty, you expect the product to in fact last a lifetime of the pet at least. This is why *** repeatedly expressed this product has a limited lifetime warranty and should specifically say LIMITED to ensure every customer is well informed.

  If a business cant understand the difference between LIMITED and LIFETIME, Im a bit concerned. Id consider rephrasing current advertising or just admit its purposeful deception intended for the consumer and as a consumer we should feel grateful for any accommodation beyond a 2 replacement limitation because they know their product components cant withstand usage without failure.

  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:12/11/2024

  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.

  Purchased a dog sweater on 27 Nov 24, received the Item on 2 Dec 24, the sweater was to small.I returned the item in the original package Item not used on 3 Dec 24. Tracking number **********************. Item received by Doggy Kingdom at 1355 on 7 Dec. I sent three emails with invoice, tracking receipt. I would receive emails two days after they received the item asking did I ship it. This company has a number ************, but you cannot speak to anyone. This company has two different addresses one in ********************** and one in ******** ** Good luck if you buy something from this company, they will not credit your account and should be removed from the online shopping. They are a scam.

  Business Response

  Date: 01/18/2025

  We take this matter very seriously and would like to provide our perspective on the situation. The customer originally requested to exchange the product they received for a different size. We accommodated this request and provided a voucher code that allowed them to order the new size free of charge. However, the voucher code was never redeemed.
  We also sent a reminder to the customer, prompting them to complete the exchange, but we received no response. To our surprise, the customer has now filed a case with the ******************** and misrepresented the situation, claiming they requested a refund instead.
  To resolve this misunderstanding and demonstrate our commitment to professionalism, we have now issued the customer a full refund, as stated in their BBB complaint.
  We have attached all relevant communications to this case, which clearly show the original request from the customer and confirm that we handled the matter transparently and in line with their initial request.
  We want to emphasize that we always strive to provide the best possible service to our customers and deeply regret that this situation has led to confusion.
  Thank you for your time and assistance in addressing this matter.
  
  Best,
  Alexander 

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 a DoggyKingdom custom collar for our Golden Retriever. Had to have it replaced by the company and it was covered by an explicit warranty/guarantee. The replacement however was defective and we sent it back to ******* to once again get a good replacement. Waited at leasr two months. Finally emailed the company and got a response that they knew nothing of this and could not replace the custom one we purchased. The company has all of our order information and now they are reneging on their documented replacement policy.

  Business Response

  Date: 01/11/2025

  We appreciate the opportunity to address the concerns raised by the customer regarding their replacement harness.
  
  After thoroughly reviewing the situation, we have determined the following:
  - The customer initially contacted us in February 2024 regarding a broken harness, and we promptly sent a replacement under our warranty policy.
  - In November 2024, the customer emailed us, stating they had returned a defective harness to our Florida address. However, we did not request the return of the defective item, and there was no prior communication from the customer regarding issues with the replacement harness.
  - The customer has not provided any documentation or communication indicating that the replacement harness they received was defective, nor was there clarification that the item returned was the replacement harness.
  
  Given the lack of clarity and the absence of prior notification, the resolution of this matter has been delayed.
  
  To ensure the customers satisfaction, we have taken the following steps:
  - Today, we have reached out to the customer via email to confirm their current shipping address.
  - A replacement product will be shipped on the next business day.
  
  We remain committed to resolving this issue promptly and maintaining our high standards of customer service. Should you or the customer require further clarification, we are more than happy to assist.
  
  Best,
  Doggykingdom **************** Team

  Customer Answer

  Date: 01/26/2025

  I responded to your text with our address to send the new dog collar. As a matter of fact you might just be incompetent *****. I want to have this escalated. Our phones for 20 years are ************ and ************. Same email for 20 years ******************** Address sent to you and ************** is ************************************************ for replacement as they and you requested. Perhaps Doggie Kingdom is giving you the run around as they have us for 7 months. ** and Mrs ******* ******

  Customer Answer

  Date: 01/26/2025

  ***** is inept and I would like this escalated to management

  Customer Answer

  Date: 01/27/2025

  I responded to your text with our address to send the new dog collar. As a matter of fact you might just be incompetent *****. I want to have this escalated. Our phones for 20 years are ************ and ************. Same email for 20 years ******************** Address sent to you and ************** is ************************************************ for replacement as they and you requested. Perhaps Doggie Kingdom is giving you the run around as they have us for 7 months. ** and Mrs ******* ******

• Initial Complaint

  Date:09/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 dog harness. I used the sizing chart provided by Doggy Kingdom. The harness is way too big. I asked to exchange the harness and they said sorry we cant do that since the harness was personalized and made to your dogs measurements. First off the dogs name is a tag that you put on the harness with Velcro. Second the harness was not a custom size.

• Initial Complaint

  Date:05/18/2024

  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.

  order harness for dog can not speak to a person on the phone if you e mail they say it will be shipped ordered on may 10 2024 they charged my card for item would like credit on card

  Business Response

  Date: 07/01/2024

  Dear BBB Team,

  Thank you for bringing this to our attention. We understand the concern and frustration the customer may have experienced regarding their order status.

  We have been actively engaged with the customer and have promptly responded to all inquiries, ensuring they were informed about the updated status of their order.

   According to our records, the order has been successfully delivered. Here is the tracking information for reference: 

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

  Please let us know if you require further information.

• Initial Complaint

  Date:03/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Hello ********,,

  
  Reference ID #********.

  
   here is a copy of the invoice for the harness..

  
  Thank you,

  *****

  Thank you!Received, thank you.Thank you very much!

  ?Reply?Forward

  ---------- Forwarded message ---------
  From: Doggykingdom <********************************>
  Date: Mon, Feb 12, 2024 at 1:34 PM
  Subject: Order #****** confirmed
  To: <*******************>
  

  
  
  

  Order #******

  ORDER #****** Thank you for your purchase! Hi *******, we will process your order as soon as possible and send you the tracking number within the next days by email. Please note: personalized products require 2-3 business days for production/personalization before they can be shipped. We will keep you updated. View your order orVisit our store Order summary Lifetime Warranty Personalized Doggykingdom NO PULL Harness1 Red / S Which name should be printed?: ****** Which phone number should be printed? (optional): ************** $39.95 Discount (MESSENGER10) $-4.00 Subtotal $35.95 Shipping $0.00 Pennsylvania State Tax $2.16 Total $38.11 USD Customer information Shipping address ******************************* ******************* ************** 17073 ************* Billing address ******************************* ******************* *********** ** 17073 ************* Shipping method FREE Shipping Today Payment method Payment method $38.11 If you have any questions, call us toll free from the US at:**************please do not reply to this email, this adress can only send emails, not receive them.

  Customer Answer

  Date: 03/11/2024

  Purchased dog harness from ************** on *************. Harness came in and I found it to be defective after my puppy got out of the harness and got loose. I tightened it as much as it'll go. It is not a sizing problem. It fits. It is just designed such that the dog can slip right out of it.Requested a refund from ************** and where I could I send them their defective harness. They told me no refund because the harness was personalized.I argued the point and they are requesting I made a video of my pup coming out of the harness. Do you realize how difficult this can be with a high powered hyper 11lb maltese dog. I was unable to duplicate it. So now I am stuck with a harness I cannot use and am out $38.11.

• Initial Complaint

  Date:01/02/2024

  Type:Delivery Issues
  Status:

  UnpursuableMore 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 for (2) doggie Jackets on 12/24 - my autofil on my phone put in wrong address - placed the order and realized the mistake. Emailed DoggieKingdom right away to advise of the correct address. Since is was a holiday weekend, (per their website) - no orders get processed on Weekends or Holidays. no answer back - then tried their Online chat on 12/26 - they were no help. I got an email that package left their facility on 12/25 - and that there was nothing they could do. I advised them that they can contact **** to either reroute the package or have sent back to them for a re-send. They said there was nothing they can do. I tried to contact **** myself but was advised that the sender: DOGGIEKINGDOM - needs to make the request. Now I am out Monies and no merchandise. There is no -one to speak with at DOGGIEKINGDOM and customer service is lackluster. All I want to do is get my merchandise I ordered - I Live in ************* and heading in cold season - I need these jackets. For a company that says they care about your pets - they only care about the bottom line: $$$$

• Initial Complaint

  Date:10/19/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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 coats on 10/9/23 and emailed cancelation request on 10/10/23. Received response on 10/11/23 saying items shipped. I sent an email with pics of sequence order placed, processing, and shipping on 10/11/23 showing "order received" 10/9/23, order "processing" on 10/10/23, and "in transit" on 10/11/23. It could have been canceled before shipping. I immediately requested the cancelation the day after. I want to return them for a full refund but was told I can't.

  Customer Answer

  Date: 10/22/2023

  I have my emails if needed