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Business Profile

Pet Supplies

Tether Tug

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Supplies.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 8 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/06/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 this tether tug on April 21st. I was supposed to arrive on 5 May. I got an email for the tracking this morning and now it says it's back in ******. I tried to email.the company only to get a message stating the email ********** not found.

    Business Response

    Date: 05/20/2025

    This order was shipped and delivered within an acceptable time frame. The post office sadly was delayed in shipping the product which is out of our hands,

    Customer Answer

    Date: 05/21/2025

    I am satisfied with the order. The post office gave me bad info.

  • Initial Complaint

    Date:03/11/2025

    Type:Delivery 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.
    Ordered on February 7. Still have not received my order. Tried contacting business with no response.

    Business Response

    Date: 03/12/2025

    Hi *******,

    I apologize for the delay. 

    Your order should have shipped. I will check with our warehouse to make sure your order is out.

    I will get back with an update.

     

    Thank you

  • Initial Complaint

    Date:01/28/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 a bundle on 12/20/24, weeks later received part of the order. Was told by customer service the toys/attachments ship separately. Now weeks later no one will respond. Even asked how my dogs are enjoying it. Easy answer, they're not because it hasn't arrived.

    Customer Answer

    Date: 05/02/2025

    It has been resolved. Thank you for your efforts and making companies own up to their mistakes.

  • Initial Complaint

    Date:01/17/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 with Tether Tug on November 23, 2024 at 3:50PM.Seller has been less than helpful/responsive to requests for updates/ cancelation request. Made no mention ahead of time that orders were expected to be delayed. At checkout, I was notified it would take up to 9 days to receive my order. December 4th, I requested an update. I was told they were backed up and caught up to the Nov 15th orders. Received an email on 12/20/24 that my order was shipped. 12/30/24. I asked for another update. The post office tracking shows the order at the post office, but not scanned in. I was told they were looking into it and would get back to me. 1/3/25, I contacted **** for an update. Commented on a ******** post asking someone when they ordered theirs and how long it took to come in. Tether tug replied and said they are seeing movement on the orders and I should expect mine to be processed soon. 1/6/25: **** contacted me and said they had no record of the product being at the post office. 1/8/25, contacted TetherTug again asking for an update. No response. 1/13/25, contacted tethertug again asking for an update. I stated if I didnt have my order by 1/17/25, I wanted a refund. No response 1/15/25, contacted **** again for an update. 1/17/25: Congacted by ****. Was again told they dont hold up packages, it never made it to them. Check with credit card company for a refund. 1/17/25, contacted tethertug online chat asking for an update. I was told the post office still hasnt scanned the item in, that they will resend my order using the same tracking info. My chat window instantly closed. I tried to follow up with the **** update, but never received a reply. I tried to initiate another chat to request a refund. Its been over 1hr now, and no response.

    Business Response

    Date: 01/20/2025

    Hi ***,
    My apologies for the hassle.  We have several orders that were lost at this post office. I have refunded your order. 
    Sorry for the inconvenience.

    Customer Answer

    Date: 01/21/2025

    Better Business Bureau:

    I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
     
    Sincerely,

    ****** *****

  • Initial Complaint

    Date:12/23/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 Dec 1st on Dec 11th package shows at **************** Mo has not moved since after review of other complaints I believe this has not shipped and is a delaying tactic for a product I see they are selling these on ****** and giving that site priority this was supposed to be a Christmas present. Either ship it or refund my money

    Business Response

    Date: 12/24/2024

    We certainly understand the frustration. The order was sent two weeks prior of Christmas. Unfortunately, the post office hasnt updated the tracking information.  We have seen this with several orders that we have shipped. We will be sending a replacement order as soon as we are sure that the package is indeed lost.

    Customer Answer

    Date: 12/24/2024

    Complaint: 22725487

    I have reviewed the business' response and am rejecting it because:



    Sincerely,

    ******* Troskowsky

    Customer Answer

    Date: 12/26/2024

    They have stated they will only ship item when they are sure it is lost no movement on item since dec 11th I am asking for a full and immediate refund as I do not trust tether tug.

    Customer Answer

    Date: 01/03/2025

    Tether tug finally shipped the item it was received and I am satisfied please close the case.

  • Initial Complaint

    Date:08/23/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 had ordered an item from this business a few years ago with no problems. On June 16th I ordered from an email advertisement I received from this company. I was notified the item was being prepared for shipment and then no other communication for a month. I sent an email inquiring about shipment and received an answer that the item would ship shortly. No other communication was received from this company. I sent a half dozen inquiries to their customer service email and all were ignored.

    Business Response

    Date: 08/26/2024

    *****, so sorry about that. Your order was processed back in June but for some reason never left the building. We will get it out to you today.

    Customer Answer

    Date: 08/29/2024

    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:08/21/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    We placed an order for an item on June 10, 2024 Order #******* and still have not received our order or any updates since July 10, 2024 where the company apologize for shipping delays and said "it would be worth the wait and would ship within a week". No refund has been issued. There are numerous complaints about the company taking money and not shipping items - on ******** and Amazon.Order #*******: Easy Tug Handheld Tug Toy with One Attachment 1 Knotted Rope Toy $29.95 Subtotal $29.95 Shipping $3.99 Taxes $0.00 Total $33.94 USD

    Business Response

    Date: 08/22/2024

    Sadly, we were delayed in shipping. This particular customers order was lost in the post office. We didn't realize it until the complaint was filed. The product was resent and should be arriving soon.

    As for the "other" comments, we have experienced tremendous growth this year. Enough so that it got us behind in shipping. Way behind. As of this writing we are essentially caught and shipping orders out within 4 business days.

    Customer Answer

    Date: 08/24/2024

    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 item was not lost in the mail on June 24th as the business stated since I received an Email on July 10th stating they hadn't shipped it but would ship it that week.  In any case, the item was shipped and I just received it today (8/24/2024).  Please close my case. Thank you for your assistance.

    Sincerely,

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

  • Initial Complaint

    Date:06/05/2024

    Type:Delivery 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.
    On April 29th I made a purchase from this company totaling $102.98 and made several attempts to find out why I havent received my purchase, I emailed several times and they continued to say that someone will reach out to me and never do. I would like to be refunded the amount of my purchase. I think that this company may be a scam. I found this company from an advertisement on *********

    Business Response

    Date: 06/05/2024

    We are a small family business that has been overwhelmed. We do a pretty good job addressing customer contacts. I apologize that we missed this. I have printed the shipping label. USPS 420532099334610570803249901334 and the order will be going out tomorrow 6/6/24.

Tether Tug is NOT a BBB Accredited Business.

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