Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Online Shopping

Tug and Go Dog Toys

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Shopping.

Complaints

This profile includes complaints for Tug and Go Dog Toys's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Tug and Go Dog Toys has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 30 total complaints in the last 3 years.
    • 11 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/20/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 and several others have not received orders. They dont respond to emails or ******** messages. I spent $69 on dog toys and cant get a refund or order.

    • Initial Complaint

      Date:12/12/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 5 dog toys on Nov 23, 2023. Received and email confirmation that the order was being prepared. My bank account showed a credit of $74.75 and as of today, Dec 12, 2023, I have not received the products or any explanation. The website states the product will be shipped in **** business days. I have emailed both the company and the company who sent the email hoping for some sort of update on my product order #****. I have not had a reply to my email inquiry.

    • Initial Complaint

      Date:12/04/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 online and received a confirmation email that said they would send me the shipping information. I never receved an information or the products. Nobody replies to emails, and when I try calling them, the automated phone system hangs up on me.

      Customer Answer

      Date: 12/15/2023

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:09/27/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 on Aug-19-2023, Have emailed several times including using the SHOPIFY form to inquire about the order and delivery - no emails have been returned. Have placed several calls which is answered by an automated service - no messages have been returned. I have no filed a dispute with my CC - Stay away!

      Customer Answer

      Date: 10/08/2023

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:09/15/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 products from this company. Website states 5 to 7 day delivery. It still has not come. It has been 20 days. Multiple emails and calls have gone unanswered. After a search on BBB I see that its been going on for over a year now. Its too bad I believe this could have been a durable product.

      Customer Answer

      Date: 09/26/2023

      I have not heard from the business in response to my complaint. I have tried to reach out several more times. My credit card company has refunded my funds. 

    • Initial Complaint

      Date:09/07/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 08/27/23 for dog toys and immediately received a confirmation email back. On 09/05 I received an email asking me to review the items we purchased which we have not received. I emailed them right away that we have not received the items and asked for a status update. No reply. I have called the number listed on their website which a recording answers and says it is a Bot and asks why you are calling. Then the line goes silent. I have sent emails and called multiple times and no one ever responds. I thought this was all strange so googled the company and saw all the reviews with the exact same issue. I have disputed the transaction with our credit card company but feel after all the complaints, this company should not be allowed to operate

    • Initial Complaint

      Date:09/06/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 $77.99 worth of toys from this company via their website on 7/26. I inquired about when the toys would ship but did not hear back. Ive communicated via PayPal to refund my money. Merchant has not responded. I found another store on Etsy with similar products so I ordered another $124.56 worth of toys on 8/23 and that should have shipped 9/2. Ive sent 3 messages about shipping but have not heard back. I requested just this morning to refund my money as I dont believe this is a legit company. I did not realize today that this are the same company with the same owner. I see 5 star reviews posted this month on the company website with owner acknowledgement but hes not getting back to me on 2 orders totaling more than $200. At this point I just want my money back for both orders!

      Customer Answer

      Date: 09/16/2023

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:08/23/2023

      Type:Order Issues
      Status:
      Unanswered
      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 6/4/23 I placed an online order for several toys. They took my money but did not send the toys. My order status remains at unfulfilled as of today 8/23/23. I need either the toys or a refund.

      Customer Answer

      Date: 09/04/2023

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:03/26/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 toy through their website on 2/4/23. I was charged for the dog toy and I still have not received it. I have emailed them twice and called once. Noone from their company has replied to my emails nor have they returned my phone call.

    • Initial Complaint

      Date:01/25/2023

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 4 different items from this company in December 2022. They money was taken from my account and I received an email from said company with a tracking number for the ***** So I looked up the tracking number and it said shipping label was created but product had not been received for shipping. Her we are now January 25,2023 I have send multiple emails and also tried to call the number on the website listed and when I did call The message said these calls are being screens through ****** and so I left a message and never received any reply! ALL I WANT IS A REFUND

    Tug and Go Dog Toys is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.