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:11/17/2023

  Type:Product 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.

  On October 21, I purchased a brace for my dog, and it was received a few days later. Upon fitting the brace to my dog, it was noticed that it did not fit properly. I called Walkin Pets and they had told me which one to order since the size I needed was not in their listing. Obviously, they were wrong with their directions. I called them again and informed them of this and they instructed me to return the item for a refund. When I received the RMA email, I followed the instructions given and returned the item to them. Meanwhile, as they instructed me to do, I ordered a replacement item while they were processing the refund. Then when they received the item back, they send me an email informing me that it does not meet their "like new" standard which is nowhere to be found in their email. I did what I was told to do and now they want to withhold my refund. As you can see from the pictures there is a little dust on the item which can be easily removed and, in their email, it states they will clean it.

  Business Response

  Date: 11/17/2023

  November 17, 2023
  
  Better Business Bureau
  
  Re: 2*******
  
  Dear Better Business Bureau:
  We have received complaint 2******* from customer *** ********.  We have researched this issue
  thoroughly.  After researching, we have
  discovered several facts that are pertinent to this complaint.  While we do believe that Walkin’ Pets has
  provided a fair service to Customer ********, we do wish to share details
  regarding this situation.
  Customer ******** regarding return of her product.  The customer was provided with a return
  authorization along with an email with the following information that
  specifically notes what the condition of the product must be for return: 
  To maximize the refund,
  please ensure the following:
  1. The item is clean and
  free of hair
  2. All original packaging
  is included (mesh bags, tags, etc.).
  3. Product must be free of
  stains, rips, etc.
  
  Upon arriving back at Walkin’ Pets,
  every returned item, even those in new condition, are closely inspected. This
  allows us to maintain the highest level of quality and to ensure that every
  item we ship out is perfect for the next pet.
  
  What happens when the product is
  returned? Our returns department will need to clean, buff, fix, or replace if
  necessary. A restocking fee allows us to maintain our goals of providing
  quality pet mobility products at the lowest price. We do ask that the product
  be returned in good condition. The following is the link to our full return
  policy: Walkin’ Pets Return/Exchange Policy
  
  Upon receipt of the package from Customer ********, the item
  was opened and photographed.  The splint
  was found to have a foreign substance mixed within the seams and tread.   It appears to be dog feces.  Based on that, we did deny the request for a
  refund.  The splint has been sent back to
  Customer ******** who may determine the final fate of that product.
  The mission of Walkin' Pets is one where we believe that
  pets are family and that they deserve to live a happy, healthy life.  As such, we were saddened to be placed in the
  position to deny the refund due to the condition of the product upon arrival at
  our facility.
  If there are any questions, please do not hesitate to
  contact me at (888) 253-0777 or ************@walkinpets.com.
  
  Sincerely,
  
  Josh N******
  Customer Care Team Leader

  Customer Answer

  Date: 11/17/2023

  
  
  Complaint: 208*****
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  Sincerely,
  
  
  
  *** ********

  Customer Answer

  Date: 12/20/2023

  For whatever reason they sent me back the brace that is incorrect for my pet. They have refused to refund me and their solution was to send me the brace back without making me pay shipping. In their mind this case is about the brace, but in my mind it's about them selling me the wrong product and then not making good on it. At this point there is nothing else to be done and I appreciate your assistance. Will throw away the brace and swallow the loss. Thank you.

• Initial Complaint

  Date:09/13/2023

  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.

  We ordered a dog wheelchair back on October 27, 2022. The product comes with a harness/strap to put on the dog, so the dog's back legs are in the air because of the injury to the dog. We got everything but the harness/strap for to put on the dog and I called asking for it and got some run around from this company. To solve this matter, we want the harness/strap that we ordered for our dog who needs it.

  Business Response

  Date: 09/19/2023

  We have received complaint ******** from customer ****** *********. We have researched this issue
  thoroughly. After researching, we have discovered several facts that are pertinent to this complaint.
  While we do believe that Walkin’ Pets has provided a fair service to Customer *********, we do wish to
  share details regarding this situation.

  
  ******** ********* contacted Customer Care for Walkin’ Pets two weeks prior to this complaint. She
  stated that she had purchased the product in October of 2022. During the conversation, Customer
  ********* provided several credit cards and possible names that the product had been ordered under.
  The Customer Care Representative who spoke to Customer ********* checked our systems for the
  names and credit card numbers provided by the customer. In addition, the system was checked for the
  phone and email address provided by the customer. That information was not present in the system.
  The Customer Care Representative also went beyond the normal search parameters to search the credit
  card processing system for the credit card numbers provided by the customer. Neither the stated names
  nor the credit card numbers were found in the credit card processing system.

  
  Upon receiving the complaint from Customer ********* via BBB, our Accounting and Finance
  Department did open a detailed investigation into the purchase as stated by the customer. Walkin’ Pets
  has not been able to find any evidence that the product was purchased directly from Walkin’ Pets.
  It is important to note that the Walkin’ Pets products are sold through many other vendors including
  Amazon, eBay, Chewy, and Walmart. Walkin’ Pets would not have a record of transactions that those
  vendors have with their customers. Walkin’ Pets is confident that Customer ********* did purchase the
  product from a third party.

  
  The mission of Walkin' Pets is one where we believe that pets are family and that they deserve to live a
  happy, healthy life. In this case, Walkin’ Pets is going to send the requested harness to Customer
  ********* as a gesture of goodwill toward her pets. While we are confident that Walkin’ Pets has gone
  above and beyond in researching the issue stated by Customer *********, we are sure that she did
  purchase the product from a third party. As we wish for her pet to live a happy, healthy life, a new
  harness will be sent to Customer *********.

  
  If there are any questions, please do not hesitate to contact me at (888) 253-0777 or
  josh.n*********************

• Initial Complaint

  Date:07/05/2023

  Type:Product 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.

  I bought a sling for my dog. It didn't fit I paid to have it shipped back and when they got it they said it was used and dirty. I asked them to send the sling back they said I would have to pay to have it shipped back. So now they have my money and sling!

  Business Response

  Date: 07/17/2023

  We will be more than willing to send back his splint.

  He has also contacted us with another purchased for a return as well.

  He doesn't want to send it back...he says we will keep it and not give him his money back.

  We do not do business like that.  Unfortunately the product he has sent back was dirty.

  We do not give a refund for a dirty product that we can't resell.

  We sent him photos, which I attached.

  I have asked our customer service team to refund him for the 2nd order he placed.

  We still have the splint from the first order which we will send back at our expense.

• Initial Complaint

  Date:08/22/2022

  Type:Product 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.

  I purchased a Walkin' Pets adjustable brace from this company off Amazon for $162.57, and an additional sheet of foam padding they recommended to personalize the fit. This product is intended to protect the hock joint on a dog as it heals from injury. My first problem was ordering a size based on the measurements they instructed to take. The brace took 2 weeks to arrive and was too small. I ordered the next size up (took another 9 days to arrive) which was fine in length but not at all in width, even the vet had trouble fitting it. The hock is WIDER than the rest of the leg, but the way this product is designed, the hock is actually the narrowest point on the brace. You are given an allen wrench to adjust the screws to widen it at four points (2 around the hock) and one each for the upper and lower legs, but if you widen the hock, you HAVE to widen the rest to keep it from binding and breaking the plastic, which means that the upper and lower leg sections of the braces are inherently TOO LARGE and still the hock is too narrow. We had to widen to the largest possible width and still it was pushing too much on the hock joint (and there's virtually no padding here!!). We used the extra padding to try to fill in all the gaps in the rest of the brace, but it caused the brace to rely on the hock joint itself to hold it in place, shifting around using the hock as a pivot! This is exactly the area it's supposed to protect! This is a serious risk for re-injury. After four days of struggling to make this work and causing our dog extreme pain (he tried to chew it off), I had to take it off and replace it with the splint from the vet. The company refuses a full refund because it is used. They say they will take it back and then evaluate the condition to determine how much to refund. I have spent thousands on surgeries and their subpar product may cost me thousands more, which I will pursue in court. I asked the company to at least exchange it but they refused that as well.

  Business Response

  Date: 08/22/2022

  We are terribly sorry this customer is upset.  We have tried to help with no satisfaction.

  This customer purchased this product from us through Amazon.  Amazon has very strict policies and processes.

  It looks like she requested a return through amazon, but has not shipped it back.  We need to receive it back to actually give her a credit.

  I have attached our return policy as well as the conversations between the customer and our sales rep.

  At this point we have no idea what this product now looks like. We don't want any of our customers upset, our first priority is the pet.  We try everything we can to help out. 

  I have put a message through to our returns department to give the customer a refund regardless of our return policy, again we can't do this until we get the product back.

  Please let me know if you need anything else from us.

   

  Kathy C*****