Complaints
Customer Complaints Summary
- 21 total complaints in the last 3 years.
- 11 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/13/2025
Type: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.
It’s absurd that the fact that their product is sitting in a FEDEX ( THEIR carrier of choice) distribution center and not being delivered is somehow my fault! K9 Ballistics is proposing to penalize me by sending me a “warranty replacement” when the fact is that I never received the original items I paid them for!
Business Response
Date: 03/14/2025
Our customer service team has been working with you regarding the lost package by the carrier. Due to the carrier not being able to locate the package our team advised a one-time replacement would be sent to you. We can only provide a one-time replacement for lost packages. However, it was not stated that the replacement would count towards your warranty nor that your purchase would no longer have a warranty. A lost package replacement is treated separate from a warranty replacement.Customer Answer
Date: 03/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23062541, and find that this resolution is satisfactory to me. Although this resolution is completely different from the company’s original one, this resolution is satisfactory if the two crate covers ordered are actually received. If they are not received, and K9 Ballistics shipper (FEDEX) “loses” or damages them again, I do request full reimbursement ($198) for the two covers ordered.
Regards,
D*** *******
Initial Complaint
Date:01/13/2025
Type: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 place this order order #K91*****088 and cost me $226.25 with guarantee that my dog would not be able to destroyed. With that reasoning I paid the expensive price. Less of few weeks it happened that my dog stared bitting the item and the problem it stared. I called them about that to asking me a refund for item and them staid to give me a refund they said me another the same thing. That new item did not last to long, my dog damaged the item. I included the picture of this item that is damage. When that happened I contacted them with no answer, I even send a email letting them know that I would contact a BBB and no answer. I come to you for help. I want my money back or another one that my dog will not be able to destroy the item. I hope you guys can help me. Thank you so much, C***** ****** *******@me.comBusiness Response
Date: 01/13/2025
Per our warranty policy, we can only provide a one-time replacement of the product or store credit for the value of the item. On 11/23/23 you were issued a full replacement at no charge to you for your original Amazon purchase placed on 11/04/23. Unfortunately, since you have exhausted your one-time warranty replacement we are unable to offer you any warranty options. Additionally, warranty replacements do not come with a new warranty either since they are sent free of charge.Customer Answer
Date: 01/21/2025
Complaint: 22797058
I am rejecting this response because:I purchased an item that was warranty the dog’s bed. I told you from the beginning of K9 dog’s bed I want to have my refund. Again. Give me my money. I don’t want a replacement. Give me my money.
Regards,
C***** ******
Business Response
Date: 01/23/2025
Our warranty is not a money back guarantee and it is only for a one-time replacement of the item or store credit for the value of the item. The replacement has been received, therefore you have exhausted your warranty for the product. We are unable to provide you with a refund.Customer Answer
Date: 01/23/2025
They also that was 100% warranty of no able to shew it. And fail. I want my money back or I will go publicInitial Complaint
Date:01/06/2025
Type: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.
Dog beds claim that they are rip resistant and my do ripped through it in 2 minutes. Just want others to be aware that this company does not deliver on its ads. Yes I will probably get a replacement cover but only one and that one will also probably be torn through in a couple minutes as well.Business Response
Date: 01/06/2025
Our 120 day warranty is stated on the product page as well as our warranty section under support at the bottom of our website. We do offer the option of getting store credit for the value of the item if a replacement cover is not desired. The credit can be used on our website towards a stronger product.Customer Answer
Date: 01/09/2025
Complaint: 22763005
I am rejecting this response because: I completely understand the warranty and everything that comes with it. My resolution is to let others know that the product does not do what it claims. The website and your advertising is misleading consumers. Once the website and other advertising claiming it resists tearing is removed then I can consider this complaint resolved.
Regards,
A***** *******
Business Response
Date: 01/13/2025
We completely understand your frustration in the product not working for your dog. The experience with out products will differ with every dog. While we do have dogs that are able to chew through the bedding (which is why we offer the warranty) we also have dogs that have not been able to chew through the product. We have issued a full refund on your order as we understand the product did not meet your expectations.Initial Complaint
Date:12/31/2024
Type: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.
K9 refuses to resolve an issue that they admitted was their fault. I ordered a bed cover that was to have my pets name stitched on it. My dogs name is on the invoice so as far as I’m concerned I did everything correctly. When I received the bed cover, my dogs name was not stitched on it. I contacted K9 to get a refund and they admitted there is a known issue with their website. Apparently you can add personalization, but their website doesn’t charge you for it even though it’s listed on the final invoice/receipt. They said because I wasn’t charged for it, their warehouse didn’t add my pets name. In order to return it, I will lose the $5.00 I initially paid for shipping and an additional $30.00 to return it. This is absolutely ridiculous. K9 admitted there is a known issue w/ their website!Business Response
Date: 01/06/2025
We apologize for the inconvenience but upon reviewing your order, we did confirm you were not charged for the embroidery fee which is $12.00. The attachment shows a breakdown of what you were charged for. You were charged the $5.00 shipping fee, but not the embroidery fee. The amount charged was for the cover only, shipping fee, and taxes. The order confirmation also reflects the same information and does not reflect a $12.00 charge. If you would like to return the item, we can waive the label fee due to the website error.Customer Answer
Date: 01/12/2025
Better Business Bureau:
I’m well aware the personalization wasn’t paid for, but I did add it to my cart as part of the check-out process and it is on my invoice. The fact that it wasn’t paid for is due to an issue with your website, which K9 admitted to. I made all of this clear in my e-mails to K9 before turning to the BBB for help. If K9 was aware of the website issue, you’d think someone would intervene before the item was shipped to avoid this situation. I’d like a pre-paid return shipping label + a full refund, which includes the original shipping cost. I should not lose any money on this transaction.Best,
S**** *****
Initial Complaint
Date:12/09/2024
Type: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.
Order number K9130516549with tracking number Tracking number: *********803 was placed on 11.26.2024 for 2 elevated dog beds. one XL and one M sized. The confirmation stated the items would be delivered in 3 -5 days. When I did not receive the items within the 3-5 days, i called the company. During the first call I was told I would receive the items on 12.4. The second call I was told the items would be delivered on 12.5.2024. The reason given by the customer service reps was the Black Friday sale was so big they were behind in shipping purchases. Yesterday, 12.8.2024 I received the M size bed. I still have not received the XL size bed which I purchased because one of my dogs gave birth last night. The bed was supposed to be for her and her puppies. I want a refund of $151.20 and tax I paid for the XL dog bed or to have the company overnight an XL bed the same one that I ordered to me. They need to pay for the overnight shipping. I have purchased from this company in the past and never had this problem.Business Response
Date: 01/28/2025
Hello V*******,
Order K913*****49 was shipped in 2 separate packages. First package was delivered on 12/08/24 *********803 and the second package was delivered on 12/11/24 *********450.Initial Complaint
Date:08/30/2024
Type: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.
Purchased an XL elevated, indestructible dog bed from this company. Due to manufacturing defect, bed collapsed within sixty days of purchase. This bed was bought as an "open box" item, but obviously arrived in "as new" condition. Two of the metal, corner support brackets broke completely off the frame, rendering the bed useless. Company is aware of this design flaw, as there are customer complaints about it on social media. I believe the company has offered this product as an "open box" item to avoid warranty claims against the poor craftsmanship. These beds are not inexpensive, with a cost of $160. After several attempts to get the company to send the replacement parts, I have been met with no success.Business Response
Date: 08/30/2024
Hi there! We're sorry for the trouble; there was a bit of a misunderstanding over the warranties that Open Box items are eligible for on our team member's part. It looks like we put in the order for those replacement corners to be sent out to you free of charge yesterday and they will be shipping out shortly.Initial Complaint
Date:08/09/2024
Type: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.
Product was shipped came in wrong called company about it. All they could do is try to say that they’ll look into it after not hearing back from them for multiple times of trying to get back in touch with him. Finally got someone on the phone and they won’t acknowledge That they messed up, trying to blame the manufacturer It won’t ship me a new product to make up for the mess upBusiness Response
Date: 08/19/2024
Hi there! Please email our customer care team at [email protected] with your order information so that we can assist in getting this matter corrected for you.Customer Answer
Date: 08/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22115673, and find that this resolution is satisfactory to me.
Regards,
M*** *******
Initial Complaint
Date:04/11/2024
Type: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 bed for my dog on March 25, 2024 as they were having a flash sale and I wanted the discount. Unfortunately it appears that I clicked the incorrect size when ordering and was delivered a bed that I could not use. I immediately contacted K9 customer support about the bed asking for a credit (or even partial credit) as the bed is brand new and still in the original packaging. Was in contact with Kameka on the Customer Care Team and after several back/forth it appeared that I was going to be provided with partial store credit. However for no reason whatsoever, I was informed on April 3rd that nothing could be done and I was completely out the money. I then left a review on their website and it was immediately taken down. The reviews on the k9 website are misleading as they only allow "5 star" ratings to display and take all others down. This has been an extremely frustrating experience! Very dissatisfied customer!Business Response
Date: 04/18/2024
The product purchased was part of our clearance sale at the time of your purchase. The product page does state all sales are final and are not eligible for returns or exchanges. However, we understand the frustration of being provided with an option and then being told it is no longer available to you. We can proceed with accepting a partial return for your bed since it's personalized and we can only accept the mattress and bolster pillow portion of the bed. We will issue store credit per the warranty for the value of the cover. Our team will reach out to you via email shortly to process this for you.
Customer Answer
Date: 04/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21561343, and find that this resolution is satisfactory to me. Please send me instructions for the return to [email protected]
Regards,
D**** ******
Initial Complaint
Date:11/10/2023
Type: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.
Item was out of stock on their website. I place a request to be notified when in stock. I get the notification and place my order. They sent me the wrong item and even the wrong size. I fill out the return request online. They take over 48 hours to respond and say they are now out of stock again on the item I originally ordered and they will not commit to overnighting me my original purchase, which has been paid for, when they are restocked. Absolutely no accountability or sliver of customer service. They got their money and could not care less about correcting their error and the customer suffers.Business Response
Date: 11/14/2023
We apologize for the inconvenience, but we are not able to overnight packages as the cost well exceeds the value of the original item. We did put in an order for the replacement item and will get that shipped to you as quickly as we can, but if you prefer a refund instead we will cancel the replacement order and issue the refund. Please just let us know if that is what you would like to do and we will take care of it.Customer Answer
Date: 11/14/2023
Complaint: 20853320
I am rejecting this response because:I do not care about the cost to you. I have stated multiple times I need the item and will not cancel my order. I should have had it over 2 weeks ago but due to your failures here we are and you are refusing to make it right regardless of the cost. Profit over customers. Your position is clear, wrong, and should be known publicly. Thank you for making that so with your response. Now send the item immediately.
Regards,
K**** *******
Business Response
Date: 11/15/2023
We apologize again for the inconvenience, and we will get the replacement item sent out to you as quickly as we can.Customer Answer
Date: 11/15/2023
Complaint: 20853320
I am rejecting this response because:Empty Apologies with no action mean nothing. Give concrete details and decisive, read that as overnighting the product regradless of the effect on your bottom line, action to own and correct your failure and do right by your customers. Well, former customer(s), as this will be my last transaction with you, and I am sure others will follow suit or avoid you from the start. So, saving a few dollars on slow playing this issue but losing much more in future business due to your handling of this situation sure seems to make business sense. Good luck with that.
Regards,
K**** *******
Customer Answer
Date: 11/20/2023
Second item received, not shipped overnight, and again it is the incorrect item. Over 36 hours since reported to company and no response. They have my money. I do not have my product, they refuse to respond or correct their failure in a timely manner.Initial Complaint
Date:02/14/2023
Type: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 have contacted this business numerous times regarding the failure of their "ballistic" beds they repeatedly claim "last a lifetime". All five of the "lifetime" beds I purchased failed within a year or two of use, unable to hold up to normal washing. The fabric just rotted away and once the waterproof coating fell off, the beds just disintegrated. At first K9 Ballistics denied it was possible, then admitted it's common, but still offered no realistic resolution. To this day the company shows dogs digging and scratching at the "lifetime" beds. The final straw is this reply the company made to my BBB review: "it sounds like you're referring to the waterproof coating on the underside of the bed. This coating does wear away with time as the bed ages and gets used, and while it does mean that water can start to pass through the material more easily, it won't affect the integrity of the ballistic material itself." So they ADMIT the problem but still claim the material is strong - yet all four beds I purchased failed completely once the coating fell off (see pics). The 5th bed was a different fabric (mesh) and failed even more quickly just from normal use. This company is NOT HONEST and is falsely advertising the strength and durability of these beds. At this point a full refund is warranted due to the continued dishonesty of the company and its advertising, poor quality, changing narratives, and continued false claims.Business Response
Date: 02/15/2023
We apologize that the water-proof coating has worn away from the bed, but this is considered a normal effect of wear and tear and will happen naturally over time as the material flexes from use. The coating prevents water passing through the material but does not affect the strength of the ballistic sling; please note that if your dogs are scratching persistently at the material over a long period of time, this can lead to the fabric slowly wearing out. We offer a 120 day warranty on the bed (****************), but unfortunately we are not able to replace the beds if the material is wearing out past this time frame. However, we do sell replacement slings for the beds which can save you substantially over purchasing entirely new beds; you can find the material here: *************************03
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