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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

  • 16 total complaints in the last 3 years.
  • 13 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:08/19/2025

    Type:Sales and Advertising 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 placed an order with Tether Tug on 7/3/2025 and my wife on 7/4/2025. (Order#*******, #*******) I received my first email on 7/8/2025 stating that they have my order and hopefully will be shipping the next week. On 7/28/2025 I received my second email stating, "sorry to sound like a broken record, your order will be this week". Granted, during this time, I made attempts to contact the company. Some were answered with generic responses and some there were no replies or communication. The last response stated that they were combining my orders into one for shipping and would refund shipping cost for one of the orders. They did refund the shipping cost on one of the orders. On 08/05/2025, received email stating label had been created and would be handed over to post office within a few days. Today is 08/19/2025 and still no shipping confirmation or tracking information received. Their website states that current shipping times will be 14 days! It's been six weeks since we placed our orders , which we have not received nor had sufficient customer service communication follow up. After reading responses on both social media and the BBB complaints, this seems to be a common complaint for this company with little to no resolve on the company's part to correct or make better. Basically, I have been told on three separate occasions that my order would be shipping. Was the first email a lie? The second email a lie? The third email a lie? They have received my money and have yet to deliver the product that they promise.

    Business Response

    Date: 08/23/2025

    Hi *****,

    Thanks for your time on the phone yesterday. It looks like your orders are being delivered today. Thank you for your patience and kind words of encouragement.

    Customer Answer

    Date: 08/25/2025

    Better Business Bureau:

    I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
     
    I was able to speak with the company after filing this complaint and was satisfied with the interaction and information provided. I did receive my order and am happy with the result. Thank you
    Sincerely,

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

  • Initial Complaint

    Date:07/22/2025

    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 my order, order *******, on 6/19 and still have not gotten any email stating when it would be shipped. For the past two weeks they have told me "It will ship on Monday" and once again, Monday has come and gone and no email notice stating it has or will ship; and now no reply to emails requesting update. I tried calling the company on 7/22 and had to leave a voicemail.

  • Initial Complaint

    Date:07/10/2025

    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.
    Never received any products that were promised. Pole, rope, and chew toy. was supposed to be delivered three weeks ago and nothing has come no response from the company no customer service telephone number sent 15 emails with response fictitious business.

  • Initial Complaint

    Date:07/07/2025

    Type:Product 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.
    never received and it has been a month now. sent numerous emails

    Customer Answer

    Date: 08/06/2025

    After contacting you the following week I received notification that my product was being shipped and after that I did receive what I paid for..Thank you for your attention in this matter...*******

  • 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,

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

Tether Tug is NOT a BBB Accredited Business.

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