ComplaintsforTop Dog Direct

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Scam company fronting as a pillow company. I ordered pillows from them back in nov2022 and received half of my order I paid for. Fast forward 4 months, the company still doesn't have the inventory and will only offer to refund 40% of my money. They offer a 90 day money back guarantee, which clearly is false advertising. I have had multiple emails back and forth with them trying to get refund. They just keep delaying with other offers. Company needs to be looked into for fraud

  Business response

  03/24/2023

  Hi we have inventory of this item. Did you order from us or a *********** or ******** campaign?

  Customer response

  03/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
   It is It has been well over 90 days since i paid for this product (pillows). I have been emailed 'offers to accept a percentage' of my order. I asked for my money back, the company offered partial credit. I was offered the remaining part of my original order and it still has not been delivered. The company clearly is not willing to do either thing. They have not refunded my money nor have they completed my order. Nuzzle pillows are a fraud!!!

  Regards,
  
  *******************

  Business response

  04/05/2023

  Hi we do not have you in out sytstem. Did you order from ******** or ***********?

• Initial Complaint

  02/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On February 8, 2023, I was browsing the ******** website, ************************* reviewing their products. I selected the standard pillow and upgraded to king size for $20. Pillows were advertised with a 50% discount which came to $49.99 with second pillow at $10 off plus free shipping. I went to check out and enter my zip code and the total price came up to $150. I tried to go back just to take another look at the pillows and came back to the checkout and saw that the price had doubled. I was looking for a way to cancel the extra pillows in the cart but didnt find a way to do so. I then closed my browser and went back in and the price went up even more(tripled). I decided to completely close the browser and forget about it. I did not even hit the submit button as I could not find a way to modify the items in the cart. Today I saw charges for $601.86 in my bank account. I DID NOT AUTHORIZE THESE CHARGES!! To top it off I never even received an email notification from ************************* about order confirmation along with an order number (Bear in mind I did not hit the submit button to authorize the purchase). I have no receipt for a purchase, except for the charges on my bank account. This is FRAUD!!! I need my monies back in my account!!!. Why would I buy pillows for $600?!! I DID NOT AUTHORIZE THESE CHARGES!! Please return my money!!!

  Business response

  02/21/2023

  Hi, we refunded this customer. It should reflect on your account in the next 5 business days.

  Customer response

  03/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I responded to a tv advertisement, that is still being advertised, for a Be Active+ leg brace that would combat sciatic pain. It stated a price of $29.99 for a deluxe brace, $8.95 for shipping and handling. It stated they had a double offer for an additional $10.00 for a second unit. First of all, I only ordered ONE!! They sent TWO!! I did not ask for an upgrade because it advertises (+) like it was automatic. When I received my credit card statement, I realized they had charged me $73.00 and change!!! How did the charges reach $73?? I was able to contact them by phone but got nowhere. The first call resulted in the clerk hanging up on me but the second guy at least listened. I was told everything from, "you have to buy them in pairs, to there is a charge for an upgraded version," They are clearly deceiving people, taking unauthorized charges from their credit cards and refusing to refund charges. This bullying mentality has to STOP!!! How many senior citizens are they scamming on regular basis? Also, I noticed there was no invoice. Well, of course not. They just want to take your money and have no paper trail. Please advise.

  Business response

  02/21/2023

  Hi, we refunded this customer. It should reflect on your statement within 5 business days.

  Customer response

  03/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  12/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  November 29, 2022, I called BeActive Plus to order 2 knee bands. I spoke to **** to finalize the sale for $53.96 with $5.02 tax included. **** gave me an order number *******. The processing of the order will take 3-5days and the package will take 3-5 days for delivery. I agreed to that. On November 30, 2022, I see BeActive Plus deducted an additional $1.00 from my account. I called and spoke to ******* who explained the $1.00 is "preauthorization fee" to make sure the card I used had the available amount. That would have been okay but I expected it to be deducted from the $53.96 instead of an additional fee. I told ******* that $1.00 would be a reason for me to cancel the order. ******* said I could not because the order was already shipped and I could returned the order but I would receive a refund MINUS shipping and return fee. Either way I lose something. I said they did not disclose any of this information on their website or over the telephone. I feel BeActive Plus made an unauthorized charge to my account and I want my dollar returned to my account.

  Business response

  12/22/2022

  This is normal practice. The authorization goes away.. we have to make sure the credit card is legitimate before we charge and ship.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered from their website with no problems. Never received a shipping update, nor any way to track my order on the site. After receiving the item, I received an email from them stating they did not charge me sales tax at time of purchase and that they would be charging my method of payment on record. 1) you should not still have access to my payment information now that my order was complete. 2) I did NOT authorize you to take any more money. This was not my error, but your mistake. I am NOT responsible for your company errors. I will never do business with this fraudulent company again!

  Business response

  09/19/2022

  WE are SO sorry, we did have an internal mistake- we are human too. We will get fined heavily if we do not go in and charge salestax. Please show some compassion in this situation as we are not a fraudulent company- rather a small business who makes mistakes along the way of running thing correctly.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  One of Top Dog's AS SEEN ON TV brands the Nuzzle Pillow began life as a *********** project. Hundreds of *********** pledges remain unfulfilled even as Top Dog sends out Nuzzle pillows to their paying business customers. After years of waiting and 6 months of nonstop complaints through the *********** interface, they finally shipped me 1 pillow and 1 case out of 4 I've paid for. I want the other ones yesterday and/or a complete refund. This is beyond unacceptable.

  Business response

  07/26/2022

  Please contact ***********, we are not associated with that program, what they do is out of our control.

  Customer response

  08/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me.  After complaining multiple scores of times over months on *********** and twice to Top Dog via the BBB, they finally gave me what I paid for months ago.

  that’s not good enough. I want tbe BBB to know how awful this Nuzzle company is — literally the only *********** I’ve ever had an issue with out of dozens. And I want a formal apology directly  from the Nuzzle  company. 

  Regards,
  
  ***********************

• Initial Complaint

  07/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for Top Dog's Mighty Thirsty Mop in January 2022. I emailed the company multiple times with no response and then all of a sudden in April I received an email that the order had been shipped. I emailed again stating I did not want it because it had been 3 months and was told they could not cancel the order and to refuse delivery. The delivery took weeks and I finally refused delivery in early June. I still have mot received my refund. I emailed them again and they said that they do not have record of receiving the return and cannot refund me. I do not have the product and I do not have my money back. I would like to receive a full refund,

  Business response

  07/12/2022

  I see a refund was done for ********** yesterday, I issued a refund for the other order number today.

  Customer response

  07/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  07/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered two king pillows and pillow cases from Top Dog Direct on June 1, 2022. It wasn’t until I put in all of my info and credit card that I was notified that it would take 3-4 weeks for these pillows to arrive … which is insane! After 3 weeks I emailed customer service and they said they are back ordered & they would be back in stock in 1 to 2 weeks … perhaps update their website and get rid of the “sale” they’re running if they can’t keep up with their orders … it has now been 2 weeks and still no pillows. I’ve reached out to ask them for either the pillows or to cancel my order. No response has been received as of yet. It’s very frustrating … I understand supply chain issues, but honestly I could have taken a class and sewed my own pillows in this time frame.

  Business response

  07/11/2022

  Hi this order has been cancelled.

  Customer response

  07/11/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Not even sure this is a real business. Attempted to cancel my order, "cutomer service" number was inoperative, as well as e-mail form and "tracking" number..

  Business response

  07/06/2022

  Hi, we are in backorder. This customer was never charged. I cancelled his order. He will not be charged or receive the item.

  Customer response

  07/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  06/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On April 10, 2022, I order a king size pillow for the web site Nuzzle. The order number is ********.I paid for this using my credit card and the charge has since been put though. On May 9, 2022, I sent an email to costumer service Top Dog Direct asking for an update on my order. I have not heard anything from them. Nothing. Zero. Not one word. I understand some companies are having supply issues now a days. All I want is for the company to communicate with me as to the expected delivery date or offer me a refund.

  Business response

  06/22/2022

  Hi, we are on back order. We will be shipping once we get our inventory next week. So Sorry for the delay. Would you like to wait for the pillow or would you like a refund?

  Customer response

  06/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I would still like to receive the pillow as long as they do get new inventory next week as they have stated.

  If they can not get the new inventory, then I would like a refund.

  Regards,
  *****************************

*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. ↩