ComplaintsforTop Dog Direct

• 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,
  *****************************

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought the my nuzzle pillow and after a few days was not happy. On top of taking 7 weeks for delivery that was 2 weeks guaranteed. They said the money back guarantee doesnt include returning the pillows that I paid $100 for. I sent them back and waited 4 weeks and contacted them and they now said they never received them. I couldnt find my receipt from the post office because I assumed they would not be crooks

  Business response

  06/22/2022

  Hi, this customer was refunded. Thank you

  Customer response

  06/24/2022

  [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

  05/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 nuzzle pillows and pillow cases on February 16th. I was told via email it would be 4 to 6 weeks. After 8 weeks I reached out for an update. I was told inventory should be available in 2 weeks. When I didn't receive any tracking information I again emailed. At this point I was told inventory would be ready to ship early May. I reached out May 11th and have yet to get a response...let alone my order. This is getting ridiculous!

  Business response

  05/25/2022

  Hi, ******************* credit card has expired in our system. She will not be charged and will not receive the item. If she would like her item please have her go into her email and update her credit card info.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order in January. I never received a confirmation email so I thought the order didn’t go through. I ordered again in March. Got a confirmation email and received my mop. The mop was not as described, I never received the additional mop head or sponges promised. Then, in may I got a second charge. I contacted the company and asked them to cancel and they refused to do so. The money back guarantee is minus shipping. I don’t want the mop and they didn’t even send me what they promised. I disputed with my cc but I don’t want the mop

  Business response

  05/18/2022

  Hi, this customer has been refunded. Thank you

• Initial Complaint

  04/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ORDER NUMBER ******** DATED 3/22/22.ALLOW 1 TO 2 WEEKS FOR DELIVERY BUT NOT RECEIVED.TOLL FREE NUMBER TO CALL IS ************ AND FOLLOW INSTRUCTIONS BUT NO RESPONSE OTHER THAN ORDER RECEIVED AND NO RESPONSE TO STATUS!!!!!EMAILED COMPANY AND NO RESPONSE TO EMAIL.ORDER TOTAL IS $88.93 NO LIVE PERSON TO SPEAK WITH ON ISSUE.

  Business response

  04/08/2022

  Hi we are in back order due to the shipping issues. If you'd like a refund please let me know

  Customer response

  04/10/2022

  [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: ADVISE WHEN I MAY RECEIVE THE PILLOW AND ADVISE ME HOW TO GET A RESONSE FROM YOU.
  
  Regards,
  
  ***********************
  

  Business response

  04/12/2022

  HI, we are experiencing delays in shipping due to the delays at the port. We should be receiving out shipment of pillows next week and you will receive your pillow in the next 2 weeks.

  Customer response

  04/13/2022

  [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

  03/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My complaint is about the Nuzzle Pillow brand. Nuzzle began as a ***********. They are now selling pillows on the Internet and on TV but they still haven't fulfilled all the orders of their original *********** backers. They keep promising fulfillment in a few more weeks and months but they keep failing to deliver. I want either my $339 back or my 4 pillows and 4 pillowcases now. By the way these original back prices -- contrary to the way it usually works on *********** actually appear to be more expensive than the prices charged by company selling direct to consumers. I don't understand how they can have enough pillows for anyone who orders now but not for everyone who ordered years ago.

  Business response

  03/21/2022

  Hi, I am so sorry about this delay. All of our goods are held up at the port due to the national shipping crisis/delay. We keep being told we are next to dock, and continue to get delayed. If you would like a refund please let us know and I will issue that. The Nuzzle Pillows are coming. Please let me know if you'd like a refund and I can cancel your order. Thank you.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased 2 nuzzle pillows on 2/12/22. They charged my bank card $123.41. Receipt states allow 3-4 weeks for delivery. I allowed 4 weeks and emailed the company inquiring when I could expect delivery. No response. I called and was sent to automated machine where I entered my order info and was met with silence. Went to trackmyorderstatus.com and order not found. I want assistance in getting my items or a complete refund.

  Business response

  03/21/2022

  Hi, We are in back order due to the shipment delays at the port. I am so sorry for this delay, if you would like a refund I can cancel your order- please let me know how you would like to proceed.

  Customer response

  03/22/2022

  [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 would like a full refund issued since my numerous attempts to contact the company were ignored and I had to go this route to obtain a response.
  

• Initial Complaint

  02/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order with this company. A few days later, when looking at my order confirmation email, I noticed it said the items would not ship for 3-4 weeks. I do not recall this information being listed anywhere in the product description prior to ordering. Not wanting to wait that amount of time, I emailed the company using their advertised customer service email address and said that I wanted to cancel my order. I received an auto-reply stating that I should allow 48 hours to receive a response from them. I waited three days and never heard anything, so I re-sent my message to the same email address. I received the same auto-reply. Again, I waited three days and never heard anything. I finally called the customer service number and spoke to a man who claims my order had, indeed, been cancelled and email sent to me. I never received an email. He told me to check my spam. I did and there was no email from them. I've been checking my spam every day since then, and still nothing. I emailed them again two days ago stating my frustration with this process and that all I want is written confirmation from them that the order has been cancelled AND that I will NOT be charged. I still haven't received any type of reply. This is HORRIBLE customer service and I'm glad I decided to cancel my order. I do not want to give these people any of my money.

  Business response

  02/17/2022

  Hi, we are in back order and should be receiving goods next week. Orders will ship out then. If you would like to keep your order please let us know. Otherwise we will cancel your order. Please note- you have not been charged. We will not charge until we ship. You may have seen an authorization to make sure your card was legitimate.

  Business response

  02/22/2022

  When you do not give us your last name, it is extremely hard for us to look up your order. Please advise.

  Customer response

  02/23/2022

  [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:

  Yeah...all of my information was provided in the multiple emails I sent to [email protected]. Also, I would think this could have been looked up via my email address, which was provided. I called customer service again yesterday hoping to speak to someone different, which I did. This person was a least helpful in that she offered to put in a request to have the cancellation information re-emailed to me (the first person I spoke to offered no such thing). This is all I've been asking for this whole time, as, other than my initial order confirmation which came through with no issues, I've received absolutely zero email communication from this company. And yes, I've checked spam/junk, etc. Later in the day yesterday, I did receive an email to my regular inbox confirming cancellation of the order. So, this has finally been taken care of. However, it's absolutely RIDICULOUS that I had to go to these lengths just to get a freakin email sent to me. Please do your future customers a favor and get better customer service! No further response is necessary.
  
  Regards,
  
  ******************
  

  Business response

  02/28/2022

  This order was cancelled 2/25/22.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order for pillow (health related) that was processed on Jan 15th It wasn't stated the delivery date will be between 3-4weeks until after the payment was processed It's past 4weeks and still have not received the item purchased, all phone calls made to available customer line keeps repeating the same message (enter order phone number) without connecting to anyone or giving any updates

  Business response

  02/17/2022

  Hi, we are in back order and should be receiving goods next week. Orders will ship out then. If you would like to keep your order please let us know. Otherwise we will cancel your order. Please note- you have not been charged. We will not charge until we ship. You may have seen an authorization to make sure your card was legitimate.

  Business response

  03/02/2022

  Hi There, We have had shipping delays due to the port situation. It is out of our control. If you would please send back the goods and we will issue you a full refund. Thank you for understanding.

  Customer response

  03/03/2022

  [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,
  
  *************************
  

*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. ↩