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:11/05/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 have been calling and emailing this company since I received my product in June 2025. It has been 4 months of endless emails, phone calls, and chasing after this company for answer to my emails and inability to get back to me after saying multiple times that they are checking with their admin team to get back to me. I needed to help my dog walk. Ive followed their policy of exchanging and having product cleaned and return in perfect condition. I have ***************************************************** upload them. I have expedited my returns so that I can get the new size although I followed their measuring guidelines perfectly. They say they offer exchanged but the fact that Im waiting 1 month/2 months/3 months/4 months to go through their process that doesnt even work and forces me to find something else that will help my dog to walk. I have chased after them for 4 months, done everything right, I have about **************************************************************************************************************************************** to do so. Your company would see these emails and be blown away and how this company has failed to run their company properly and take care of their costumer and pet that they claim to care so much for. Ive asked for numerous responses and a few weeks ago I get email from the doctor saying her dog of 17 years died and they have been having trouble with the receiving ends of their products and are trying to find a different place to receive their refunds because their product are getting lost or whatever story she said and needing extra time to refund because she is going through a difficult time losing her dog. And I was nothing but kind and understanding and said I would give more time when I shouldnt have to do that. And a another month goes by and I reach out again and get told that Im not getting any refund back. Meanwhile I have paid almost $400 and dont even have the products in my hand because they have it!

  Business Response

  Date: 11/10/2025

  We sincerely apologize for the frustration and delay this customer has experienced. We completely understand how heartbreaking it can be when a pet is struggling to walk, and we never want a customer to feel ignored or unsupported.
  Unfortunately, during the time this customers exchange and correspondence occurred (JuneOctober 2025), our third-party fulfillment partner, Excel 3PL, experienced severe internal staffing issues. The primary employee responsible for exchanges resigned without notice, and the company failed to notify us or fulfill pending customer returns in a timely manner. Compounding this, our business address listed on the BBB site was still the 3PLs address, meaning many emails and mailed complaints were never forwarded or received by LuckyandLoyal.com. You will note that this theme is running amuck amongst complaints. You will also note that this complaint is during the Excel3pL period and not currently in November.

  Once this came to our attention, we terminated our contract with Excel 3PL and transitioned all fulfillment and exchanges in-house to ensure accuracy and accountability. We now have full visibility and control over every exchange and refund request. We have reviewed this customers file and confirmed she did everything correctly under our exchange policyher product was returned in clean, excellent condition. Therefore, we are issuing a full refund of $399.00 to her original payment method within 35 business days.
  We take full responsibility for the confusion caused by our former 3PLs handling errors and the communication gaps that resulted. LuckyandLoyal.com has since: Moved all fulfillment and customer service in-house for direct oversight.
  
  Implemented a new AI-assisted order tracking and support system through Shopify. Added a dedicated customer support manager reachable at *********************** for escalations. We are deeply sorry for the delay and sincerely appreciate this customers patience and understanding during a difficult transition period for our small company. Our mission has always been to help dogs regain their mobility and live longer, healthier lives, and we are committed to making this right.
  

  
  

  Customer Answer

  Date: 11/10/2025

   
  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:11/05/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 brace for my senior dog on 9/5 for 315 dollars. Per istructions when purchased when it did not fit I scheduled a zoom Call for a fitting and it was deemed not appropriate for my dog by the vet in the video. I then cleaned it and sent it back after harrassing customer service over and over for a return shipping label. I did not receive a shipping label Until 9/23 and i then shipped it back and it was received on 9/26. I was then told I had to wait 14 days. After this time had lapsed I emailed again several times and they finally responded saying the policy had changed and the return had to be within 14 days and I was not getting my refund.

  Business Response

  Date: 11/10/2025

  LuckyandLoyal.com appreciates the opportunity to provide clarification regarding this matter.  Please see the screenshot of customer interactions and our timely actions. After reviewing our records, we can confirm that this customers order was processed, returned, and refunded in full within the 14-day refund window, fully in accordance with the companys posted Return and Exchange Policy. That policy is displayed on every page of our website and must be affirmatively agreed to at checkout via a required acknowledgment box before purchase.
  While the customer alleges four months of communication and 60 emails, our records show a total of four emails were received from her between September and October 2025. Each message was acknowledged and responded to promptly within our standard response time. The refund was completed and documented shortly thereafter.
  We understand that mobility issues in pets can be an emotional and urgent matter for pet parents. However, the timeline and nature of this customers communications, including daily duplicate messages after the refund had already been issued, suggest a misunderstanding of our process rather than negligence on our part.
  To be clear: The product was returned within the stated policy window.  The refund was issued promptly to the original payment method. No balance or pending transaction remains open. The company acted in full compliance with its published policies and timelines. LuckyandLoyal.com takes pride in transparent business practices and compassionate care for both pets and their families. While we regret that this customer feels dissatisfied despite having been fully refunded, we respectfully maintain that the company fulfilled its obligations completely and in good faith. We now consider this matter closed.
  
  

  Customer Answer

  Date: 11/10/2025

   
  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:10/29/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Ordered the product (vest and leg support to help our dog walk) on 9/7/25 Received on 9/12/25. Tried it on our dog saw that it wasnt going to work for us ! Contacted the company and said I needed to return. They had a 14 day money back guarantee on their website! They informed me their policy had changed and would have to do a FaceTime consultation with one of their Vets. 9/17/25 we had the consultation and the *** agreed it would not work. 9/24/ 25 shipped product back with the return label from Lucky and Loyal! Followed all instructions! Said it would take 14 days for return of money Contacted business on 10/27/25 asking about refund they replied on 10/28/25 saying they changed policy again and would not refund money.

  Business Response

  Date: 10/29/2025

  Dear ******* & ****,
  I was so sorry to hear about your dogs tumor my heart truly goes out to you. Its clear how much love and care you gave. I wanted to gently clarify that your return was received and your refund was processed, minus the standard refurbishment fee. That small fee simply covers cleaning and inspection so every brace remains safe and sanitary for other dogs in need. We completely understand how confusing these details can be, especially during such an emotional time. Please know that were truly grateful you tried to help your dog through us, and we send you comfort and peace in their memory.

  Please see the screenshot of your processed refund. 

  With kindness,
  Dr. ******, DC
  Founder, LuckyandLoyal.com

  Customer Answer

  Date: 10/29/2025

   
  Complaint: 24080158
  
  I am rejecting this response because:
  The Business has the wrong account this is not me! We have not received any refund! I responded back to the business and they found the mixup and said they would send our refund! I am waiting on refund before making any changes to the complaint!
  Sincerely,
  
  ******* *********

  Business Response

  Date: 11/04/2025

  We came to an amicable solution. Please remove this complaint.

  Customer Answer

  Date: 11/04/2025

   
  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:07/09/2025

  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.

  Dear Better Business Bureau,I am filing a formal complaint against Lucky and Loyal regarding a recent purchase that has resulted in a highly unsatisfactory and stressful *************** of Transaction: May 15, 2025 Amount Paid: Approximately $341, including express shipping for two separate orders What Was Promised: I purchased a supportive dog brace for my elderly dog, advertised to improve mobility and comfort. The product was promoted with a satisfaction guarantee and a stated refund policy.Nature of the Dispute:I paid for express shipping, yet my original order took nearly three weeks to arrive.Despite following the companys sizing guide precisely, the brace did not fit.I requested a replacement, was again charged for express shipping, and experienced another long delay in delivery.When the second brace arrived, my dog had a strong negative reaction, showing signs of discomfort and sensitivity while wearing it.After consulting with my holistic veterinarian, I was advised to discontinue use, as the brace places undue strain on his back and front legs.I am now requesting a refund, as clearly outlined in the companys return policy. However, they have been combative, requiring pictures of the brace on my dog and a note from my veterinarian (neither of which is mentioned on the website as required for refund) and have refused to send a mailing label for return and/or refund.Attempts to Resolve:I have made a good-faith effort to resolve this directly with the company by reaching out through their customer service channels. So far, I have not received an acceptable resolution.I am disappointed in both the product and the customer experience. This has caused additional stress during a difficult time, as I am caring for an elderly and fragile pet.I request that the BBB help mediate a resolution and ensure that this company honors its stated refund policy.Thank you for your time and assistance.

  Business Response

  Date: 07/22/2025

  Dear Better Business Bureau,
  Thank you for bringing this matter to our attention. First and foremost, we want to express our genuine compassion for this customer and their elderly dog. As elder dog parents ourselves, we understand how emotional and challenging it can be to care for a senior pet, and its never our intention to add stress during such a delicate time.
  We sincerely apologize for the shipping delays and for any frustration caused during the exchange process. Our intention is always to ensure a positive experience for both the pet and their guardian, especially when mobility and comfort are at stake. We have recently implemented a new self service option that allows pet parents to exchange without having the return inspected by our seamstresses, reducing any delay times.
  To clarify our refund process, LuckyandLoyal.com does offer a 14-day satisfaction guarantee and refund policy. However, as stated on our website, the product must be returned in a clean and reusable condition. Because this is a custom-fitted brace used on animals, we do request photos and video of the product on the dog to assess fit issues prior to approving returns or refunds. While we understand that this may not have been clearly expected, this step helps us better identify product design issues, confirm eligibility, and improve future sizing accuracy.
  Regarding the request for a veterinary note: this is not a requirement for all refunds. However, in certain health-related situations where a pet has a negative response to the brace, we may ask for a professional opinion to better understand what went wrong and prevent harm to other dogs. Our goal is not to create barriers but to ensure that dogs with complex needs are being safely supported.
  We do not currently offer prepaid return labels on all returns, this is clearly stated in our policy. As a small company serving a niche market, we strive to keep our products accessible and prices fair, which sometimes means we cannot absorb all return shipping costs.
  With all that said, we do want to make this right. We are happy to override some of our clearly stated standard procedures in this case as a gesture of goodwill. We will gladly issue a full refund once the brace is returned- in good condition, even if the previous documentation steps were not completed. If the customer no longer has the brace, we are still open to working toward a resolution.
  We deeply regret that this experience did not meet expectations and that our communications felt combativethat is never the tone we aim to strike. We are grateful this was brought to our attention so we can continue refining our service.
  Thank you again for your time and mediation. We remain committed to doing whats right for our customers and their beloved pets.
  Warm regards,
   Lucky and Loyal Customer Experience Team
   **************************

• Initial Complaint

  Date:05/16/2025

  Type:Customer Service 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 ordered an "orthopedic dog brace" for my dog on 4/7/2025. The brace did not fit. The retailer sent me a postage paid envelope to return the item in exchange for a larger more expensive item. The second brace arrived and did not help my dog. I asked for a refund. I paid the return postage and sent the item back certified mail. The retailer received the item on 4/29/2025 and advised that I will need to wait 14 days for a refund. I have not received my refund. I opened a dispute with my credit card company (it is still open). I would like this retailer to refund my purchase.

  Business Response

  Date: 07/11/2025

  We appreciate the opportunity to respond to this concern.

  This customer placed an order for a custom-made vest and sleeve based on her own measurements, as instructed on our website. Unfortunately, the garments were not the correct size due to an error in measurement. Per our clearly stated policy, exchanges must be initiated before returning made-to-order items. The customer requested an exchange on April 15th, and our team processed it the same day.
  
  We are committed to providing thorough customer support, including unlimited text support (with video/photo assistance) and complimentary Zoom fittings with our product inventor, Dr. **** ******. These services were made available to this customer, and Dr. ****** personally offered her guidance throughout the process and she is highly accessible to her customers.
  
  On April 16th, following standard protocol, a manual hold was placed on the new order pending inspection of the original garment. This is our standard policy for all custom garments to ensure returned items are clean and undamaged. Returned items that show signs of wear require a 10% refurbishment fee due to the labor-intensive process of reworking aerospace-grade materials. However, in this casedespite not receiving the returnwe expedited and shipped the replacement on April 21st out of courtesy, based on the customers distress and urgency.
  
  On April 22nd, the customer requested another return label, stating she was unable to put the garments on her dog. Unfortunately, she did not utilize our on-call team or reach out for fitting assistance prior to the return. She had a 14-day window to trial the product and seek help. Instead, she chose to return it without engaging with our support.
  
  The 14-day period mentioned in her complaint refers to the inspection and refurbishment process conducted by our trained team. Her return was inspected, and a refund was issued in accordance with our published policies. The refund was processed on May 14th and cleared our accounts on May 15th.
  
  As a small, U.S.-based startup specializing in advanced, made-to-order mobility support for pets, our processes are necessarily different from large retailers like ****** or ******. Each garment is made with expert craftsmanship and high-performance materials, and we stand by the integrity of our work and the fairness of our return policy.
  
  We regret that this customer was dissatisfied, but we followed all documented procedures and provided above-and-beyond support throughout her experience.
  
  Sincerely,

  Dr **** Q ****** DC, Inventor

  www.luckyandloyal.com