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:23/01/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 pair of dog boots from Canada Pooch's website. I used their size guide to choose the right size for my dog. I used a coupon code to purchase the boots. When I received the boots, they did not fit the length of my dogs body, which was never part of the company's size guide. I attempted to exchange the boots for a larger pair through their online portal. Unfortunately, when I was faced with buying the new pair, I was going to be charged $16 more than I had paid for the original pair, because the coupon code was not applied to the new pair. I emailed the company and waited a week for a response, only to be told that coupon codes only apply to the first purchase. I should not have to pay above and beyond for a sizing error that occurred not due to my own negligence, but due to the nature of the sizing guide's omission.

• Initial Complaint

  Date:14/01/2025

  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 ordered two sets of dog Suspender Boots for my two dogs. The set that was for my older dog is too small so I emailed customer support to ask a question about sizing on December 7th – but I never got a reply. I decided to go ahead with the exchange process on their website on December 12th and paid the exchange fee $7.00. I received a return shipping label via email on December 16th, but it was for ****** (due to ****** **** strike) and they only have one location to drop off which is in another city. I don't have a car. I emailed ****** Pooch to find out if there is another option, they reassured me that if ****** doesn't work for me that they would send a ****** **** shipping label. On December 18th, after failing to find a way to get to ******, I emailed ****** Pooch and asked for a ****** **** shipping label. I did not hear back for two days so I followed up via email on December 20th, and again on December 23rd. They finally replied on December 23rd saying that they will provide me with a ****** **** label by the end of the day but it did not happen. I followed up again via email on January 7th and 10th. In addition to calling them twice (no one ever answers the phone) and left voicemails. It's now January 13th and have not heard anything from ****** Pooch since December 23rd.

  Customer Answer

  Date: 13/02/2025

  The company that handles ****** Pooch returns/exchanges refunded me.

  However that is not what I asked for. I specifically put in a request for an exchange. I was supposed to get a different sized pair of suspender boots.  I have proof that it was an exchange process, not a return for refund. 

  
  

  However, I'm absolutely done with ****** Pooch. I don't want to deal with them ever again or purchase another product from them.  So, in a way I guess I lucked out getting a refund instead of another product. 

  
  

  thanks for trying

  ********

• Initial Complaint

  Date:13/01/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 made an order on Dec. 23 2024. The original “delivery date” said January 3, 2025. The eshipper tracking number provided, as of January 10, 2025 says that the item still remains in Ontario. I have filled out 2 customer contact formsand sent 2 emails. All of which state they will get back within a respected time, which they have not, to any attempts. I have called their toll free number numerous times, one time it let me leave a voicemail, the rest of the times it says without any rings that nobody can take the call “good bye”. I feel winter will be over before these boots come. Worst yet a local store started carrying them but I can’t justify spending that money again. I have also made attempts through eshipper to locate the item, which should never be the customers job. *** ******* ** ***** ******* ** *** ******** **** **** **** *** ***** ** **** ******** ******* ***** ** **** ************** *** ************ ** ** ***** **** ** *** *** ** ***** ** ** *** ** ******* ** ****** ****** 

• Initial Complaint

  Date:10/01/2025

  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.

  Purchased a pair of suspender dog boots From Pooch Canada on November 29th 2024. They arrived by mail on December 10th unfortunately they did not fit. I reach out to Pooch Canada stating I needed an exchange. On December 13th they sent email requesting photos of my dog in the boots. I sent email off rate away with what they had requested. On December 19th they told me they received the email and gave their recommendations as to what size I need for my dog. I then wrote back immediately telling them I required a size called 2 short suspender dog boots and asked how do I do an exchange.I did finally receive a response on December 30th that I could go ahead with my exchange but unfortunately when filling out their forms a question arise which require clarification. Since then I’ve written several emails, tried also calling their 1(800) number was able to leave 3 messages but then later on their machine would no longer take any messages and would hang up on you. I even tried reaching out to them on their Canada Pooch ******** page only to be rerouted to send email that never gets answered. I noticed today January 9th on their ******** page that I am not the only one having great difficulties with this company. If you read the comments behind the posts it seems like this is the way they practice. I am beyond frustrated and worried that I am stuck with a product I have no use for.

  Customer Answer

  Date: 13/02/2025

  Thank you for checking in, I finally heard from Pooch Canada. I will attach the email I received from the company so it will provide context as to why things happen the way they did.
  
  I do not understand why they just didn’t tell us the customer that they were unable to do exchange at the time because they had very little to no inventory. Instead they just ignored us and I know  that I wasn’t the only person having this type of problems.
  
  While reading the comments on their ******** page it showed that there were many Canadians dissatisfied with the way they conducted their business. I’d like to think that getting in touch with BBB helped in resolving the matter. Because after I had placed my claim only few days later  I received a letter from Pooch Canada stating that I could complete my exchange.
  
  However, because of my experience I decided to return the item and to never do business with them again. I’d like to thank BBB for your support and services that you provide and I believe that the work you do has real worth. Thank you for looking out for your fellow Canadian.

• Initial Complaint

  Date:02/01/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Subject: Assistance Needed with Exchange Process Good evening, I have attempted to contact Canada Pooch multiple times for damaged product resolution through various channels—calling, chatting, emailing, ********, and initiating an exchange—without success. Unfortunately: The phone line immediately states that no one is available before disconnecting. The chat feature does not work. The website freezes whenever I try to proceed with the exchange process. I would greatly appreciate your assistance in resolving this matter. ****** *** ** **** *** **** ** ********

• Initial Complaint

  Date:19/12/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  My package is heading back to the shipper. I have tried through multiple avenues to reach out to them. The phone number they list gives me a recording without the option to leave a message and they haven't responded to multiple emails. I also reached out through ******** also with no response. I just want what I paid for.

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 sweater for my dog that is the same size as 2 other items I bought for my dog. When the item arrived it was too small. I contacted customer service and they stated that because it's a sale item I cannot return or exchange it. I explained that I bought the item according to the size guide. I also have bought 2 other outfits for my dog in the same size and this sweater is smaller fit than the other items I got. They still refused to let me exchange/return the item even though they had the next size up available. I told them I wouldn't be able to use the sweater and didn't understand why they couldn't help me out.

• Initial Complaint

  Date:04/12/2024

  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 ordered a pair of size 3 soft shell boots from Canada Pooch in September of 2024. Tried them out for the first time last week and after the second wear the Velcro started peeling away from the backing. The phone line listed on their site goes straight to voicemail (left one with no returned call) and the live chat doesn’t link to anything. I emailed asking for a resolution to the defective boot and received a reply from Melissa stating that I’m past the return window and sorry they “didn’t work for your dog”; ** ****** * **** ****** **** *** ****** Responded re-stating that I am seeking a resolution for a defective item not trying to get a refund because I don’t like them. Still waiting for a response.

  Business Response

  Date: 12/12/2024

  Upon reviewing the details of this case, we can confirm the following actions have been taken to address the issue:
  
  A replacement pair of Soft Shield Boots in size 3 (red) has been approved and shipped to Ms. **** at no additional cost, as per her confirmation on December 5, 2024.
  
  Our Customer Experience Specialist has communicated this resolution with Ms. **** via email, ensuring her satisfaction with the replacement boots.
  
  While we regret the initial miscommunication, we are confident that this resolution aligns with our commitment to standing by the quality of our products and rectifying any rare instances of defects.

  Customer Answer

  Date: 12/12/2024

  
  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:06/11/2024

  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.

  Place an order with Canada Pooch using my spouse’s credit card information after my spouse’s authorization. The business cancelled the order with a reason: Fraud transaction without any confirmation on their end. I have been their regular customer. Finally, they sent the package but didn’t provide any communication. We used their size calculator on website but the recommended size apparently was incorrect. My wife and I have been trying to reach the business via emails and phone calls. Support phone number never worked and they don’t answer emails. Their website says order status Refunded. But we didn’t get any refund either.

  Business Response

  Date: 06/11/2024

  Thank you for allowing us to respond to **** ******’s concerns. We apologize for any inconvenience **** and his spouse have experienced, and we’d like to clarify the events surrounding their order.
  
  Upon reviewing this case, it appears that **** attempted to place his order using five different payment methods. Each attempt was flagged by our payment processing system as high-risk, which automatically canceled the order as a precaution. To ensure the security of our customers’ information, we use *******’s secure payment processing, which is PCI DSS Level 1 compliant. This compliance requires strict adherence to industry standards designed to protect credit card data and prevent unauthorized transactions.
  
  Due to the flagged transactions, the order was canceled, and the charge made it through on only one of the cards. We have confirmation that the refund was issued back to this card shortly after the cancellation. We recommend checking the transaction history for each card used, as this may help clarify any confusion about the refunded amount.
  
  Despite the cancellation, our warehouse mistakenly fulfilled the order, and the items were shipped to **** at no charge. **** has since received the items free of cost, and we confirmed this information with him in multiple communications, including our most recent chat exchange. We have advised **** that they are able to keep the product or donate them. Whichever suits them best.
  
  We regret any confusion caused by this situation, including the unexpected shipment of free product.

  Customer Answer

  Date: 07/11/2024

  I am rejecting this response because:
  

  there was no communication from the business even after sending multiple emails. As last resort, I reached out to their chat yesterday, then finally they explained the situation and confusion.
  

  no response was sent to the email. 
  

  Also, I tried to use my card but it wasn’t working, then I tried my spouse’s card, which worked. It seems like more of their system issue. 

  The business is highly unprofessional and their service is poor.

  Order was placed on October 21, and I had to reach to them multiple times and there was no response. Finally, yesterday I reached to the chat (which never worked before). Also, they have their phone number on website, which doesn’t work.

  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 January 24, 2024 I contacted Canada Pooch via their website contact form, advising I had purchased size 3 red soft shield dog boots from *** **** in November, but after using them for first time in January deep freeze, and only less than one week of use, one of the boots was defective, with the Velcro peeling away from the backing, making the boot useless. I sent them photos as well. An auto response was received stating someone would get back to me shortly. After 7 days went by, I received an email from Ashley (Senior Customer Experience Specialist), asking me to send photos of PO # on boots; description of activities; how this happened; has item been washed, etc. I emailed reply back with everything asked the same date (Jan.31st). Ashley responded requesting photo of receipt and if receipt received they would send new pair of boots. I immediately sent photo of the receipt. On Feb. 1st Ashley emailed me back asking what colour I would like shipped. I immediately replied back with the same colour red I had purchased. I heard nothing until an email one week later (Feb.7th); the exact same email from Ashley asking what colour boots I wanted. I again immediately replied back the red colour and that this was second reply to that email. I heard no response. I phoned the company 3 times, once unable to leave message and hung up on. The other two phone calls I left detailed voice mail messages. No response. I filled out another contact form email on website Feb.20th. Received email from Ashley again Feb.23rd stating sorry I missed her emails she has been sending (no emails were sent) and again she asked what colour boots I would like as replacement. I again replied to her email with colour red and that I have responded to each and every email. I have called, emailed, left messages and to date there has been zero response from this company. I have never received any replacement boots either. ******** ******** ******* **** ***** **** ********* Has been over 2 months.