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Business Profile

Pet Store

The Family Puppy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Store.

Complaints

This profile includes complaints for The Family Puppy's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Family Puppy has 3 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 0 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:10/20/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Was signed up for a subscription service while buying my dog under the guise of were giving you free food today and a bag in the mail, we just have to ring it up different. May I see your credit card. I was also posted in their advertisement without my consent, my picture of me and my purchase.

    • Initial Complaint

      Date:07/21/2023

      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.
      I was walking by the Family Puppy store in the Genesee mall, it was closed for the day however I saw no employees inside the store. The puppies were yelping louder and louder, the whole outside of the store smelled like dog pee, and the inside of the puppies windows on their cages were so fogged up you could barely see any puppies. I was nearly in tears after seeing how these precious puppies are not being taken care of properly.

    • Initial Complaint

      Date:06/28/2023

      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.
      June 28, 2023 I have witnessed the miss treat, of these animals and the neglect. The cages where to small for them all, they had ***** matter on them. They also were covered in pee. I saw bugs flying around in the cage. They were so small dogs couldnt stand up in them, nor could they fully lay down without their head and feet touching the walls. They had no water or food bowls, and where laying down in their own *****, the cages where falling apart. The cages also couldnt close all the way. The dry was falling into their cage. It was very obvious upon arrival they were malnourished, and had no energy whatsoever. It looks like this had been going on for a long time, with the reviews going back years, of neglect.

    • Initial Complaint

      Date:11/17/2022

      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.
      Hi, I bought a puppy from This business I was showed fraud paperwork that the puppy was an aka registered purebred. I was told that the paperwork for the puppy would be placed into my paperwork I was taking home. Upon my discovery while scheduling his vet visit the paperwork was missing. I called the store just so another employee could tell me the puppy had none of that. Im still waiting to be contacted by the district manager.

    The Family Puppy is NOT a BBB Accredited Business.

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