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Pet adoptions and pet-related purchases have been booming during the pandemic, which has been a time of increased social distancing. A significant spike in online pet scams combined with an overall increase in people turning to the internet for shopping purposes has prompted the Better Business Bureau serving Western PA to issue the following warning to pet owners - Beware of making online purchases for pet products from unknown retailers.
At the first publication of this article in July 2020, Super Paws, an online retailer claiming to “specialize in high-quality, affordable pet products,” received over 3,300 inquiries on BBB.org. Additionally, BBB Scam Tracker reports and 119 complaints have been filed by consumers in 29 states and Canada, resulting in the Better Business Bureau serving Western PA conducting an investigation and issuing a pattern of complaints for the company concerning issues with delivery.
A Butler County, Pennsylvania resident reported the following complaint to BBB, “I placed an order for a product on their website, was charged for the amount and never received my order. I have emailed the company multiple times and a representative continues to respond with excuses rather than honor my request for a full refund.” Similarly, a consumer from Philadelphia filed a BBB complaint after placing an online order for a pet bed stating, “Payment was taken from my bank account and I received an order confirmation with a 3-5 day shipping period, with minor delays expected due to COVID. Two months later, the company is not responding to emails, still accepting online orders and my item has not yet shipped to me.”
According to BBB records, consumers claim that after placing an order through the company’s website, products are not shipped and orders are never received, despite some customers being told that their products are in the mail. Additional consumers have reported a poor customer service experience, as the company does not provide a phone number where they can be reached for more information. Though the company’s website currently refers to “Los Angeles, California, USA” in its terms and conditions, BBB does not know where the business is physically located and always urges caution when choosing whether to do business with a company whose physical location is unknown.
“Overall, pet-related scams now comprise approximately 25 percent of online scams reported to BBB Scam Tracker,” says Caitlin Driscoll, public relations director of the Better Business Bureau serving Western PA. “As important as it is for consumers to ensure they are purchasing an actual pet online, it’s just as important for pet owners to take necessary precautions online when purchasing pet products for their new companions.”
BBB advises consumers to take the following steps to stay safe shopping online.
- Buy from reputable online retailers. Check out the company’s Business Profile at BBB.org and determine the age of the website’s domain by using a service like WhoIs. Look for poor grammar, lack of information, capital letters in the middle of sentences and other potential red flags, such as misuse of the BBB logo and other trust marks and overly discounted deals.
- Verify contact information. Inspect the company’s website for a physical address and phone number. Ensure the location exists and the phone number is legitimate and responsive. Check for an “About Us” page and whether the listed information contains generic details or a full brand history.
- Purchase with a credit card. In case of fraud, a credit card provides additional protections through the Fair Credit Billing Act and is easier to dispute a charge. If the product arrives defective or doesn’t arrive at all, you can dispute the charge and temporarily withhold payment while the creditor investigates them.
- Be mindful of security. A trustworthy online seller will have a secure domain (https://) to keep your information safe from hackers. Review a website’s privacy policy, terms and conditions and understand what personal information is being requested and how it will be used.
- Keep documentation. Be sure to know and understand the website’s return and refund policy. Save a copy of the order confirmation page or confirmation email until the item is received.
Visit BBB.org for additional tips for smart online shopping and to submit complaints and reviews of companies on their Business Profiles.
If you have been the victim of this or another scam, make others aware by filing a report on BBB Scam Tracker.
Read more about BBB Accreditation Standards and BBB Standards for Trust.
Learn how to become a BBB Accredited Business.
BBB of Western Pennsylvania contributed to this article.