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:11/06/2024

  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.

  On 8/19/2024 I purchased a medium double acl brace with harness from Tail Wind Pets in the amount of $259.00. I did contact the company for sizing help and was told to order the medium and it could be easily returned should it not fit. It did not fit. I did return it after cleaning it and hand picking any hairs on the product. When they received it, I was told their were several small hairs on it and it could not be refunded. I asked that the product be returned to me so that I may donate it to a shelter. I was informed the product was destroyed. No refund was given.

  Business Response

  Date: 03/31/2025

  Hey there! ?? We just wanted to share a little context: the BBB can be surprisingly selective (and at times a bit inconsistent) when it comes to publishing reviews. Many of our happy customers have left positive feedback in the past, but unfortunately, those reviews never made it onto the sitestrange, right? If you'd like to compare, our Trustpilot page shows a much clearer picture of our customers' experiences. That said, we really want to make things right for you and your situation. For a long time, we werent even given an account on ******************** to respond to comments, but now that we can, we're reaching out. Please send your message, (IMPORTANT) your Order Nr and your Full Name directly to ******************************** only then we can confirm this complaint is real and then work on it. We have created this Email specifically to handle BBB-related issues. Well work with you personally to find a fair and helpful solution that leaves everyone satisfied. Lastly, for anyone else readingjust a quick note: were a tiny team of five dog lovers, and everything we do is focused on helping dogs feel better. Custom items are made 1:1 for each pup, and we do our best to make sure buyers know theyre non-returnable due to the production and shipping costs involved. When someone doesnt read those details and then posts something harsh online, it can really stingespecially for a small, passionate team like ours. We appreciate your time and hope we can sort this out together. ????
  
  

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 22395487
  
  I am rejecting this response because 

  I have written to the email address provided in the letter, however, until I receive an actual offer of rectification, I do not feel comfortable closing this case.  I will be happy to reconsider my decision to keep the case open or to close it depending on the company's further attempt to rectify this poorly executed business transaction.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/17/2025

  Hello,
  If we can make it right in anyway please reach out to us again. We have not had access to the BBB since a few weeks ago. 
  Greetings,
  ****, Tailwindpets 

  Business Response

  Date: 04/24/2025

  Weve carefully reviewed your request once more. Our logistics warehouse, which handles all return inspections independently from us, has provided a photo clearly showing dog hair on the returned brace. As per our hygiene and return policy, which is outlined on our website, we unfortunately cannot accept used or unclean items for full refunds due to health and safety standards.
  That said, we do value your efforts and your feedback, and wed like to find a fair middle ground. While a full refund isn't possible in this case, were offering you a partial refund as a goodwill gesture to recognize the time, effort, and concern youve put into resolving this matter. Our goal is always to leave customers feeling heard and treated fairly.
  If youre open to this resolution, please let us know, and well initiate the partial refund immediately. We truly hope to settle this in a respectful and positive way.
  Sincerely,

  Customer Answer

  Date: 04/25/2025

   
  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.
  However, I reviewed the photos of the dog hair found on the returned brace.  It showed small white hairs.  I do not now, nor have I ever owned a white dog.  The dog the brace was for is brown.  I stand by my assurances that the brace was returned in pristine condition, and have to wonder if the hairs were in or on the person inspecting the brace at your third party facility.

  I am tired of dealing with this, so I accept your offer of a refund of half the cost of the brace.  

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

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair 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 these braces for my 13 year old dog. I measured according to the instructions. When I received them, I tried one on and it immediately slid off the leg. I indicated I wanted a refund and was told to send a video of the dog wearing both braces, which I did. I again indicated I wanted a refund and was given instructions to remove all hair. I lint rolled the outside and insides. Now they are refusing to refund my money because I missed A hair. This is ridiculous and I plan on disputing with my credit card company. Unfortunately I think I just lost $109.90 but it may be worth it to me to contact a lawyer.

  Business Response

  Date: 03/31/2025

  Hey there! ?? We just wanted to share a little context: the BBB can be surprisingly selective (and at times a bit inconsistent) when it comes to publishing reviews. Many of our happy customers have left positive feedback in the past, but unfortunately, those reviews never made it onto the sitestrange, right? If you'd like to compare, our Trustpilot page shows a much clearer picture of our customers' experiences. That said, we really want to make things right for you and your situation. For a long time, we werent even given an account on ******************** to respond to comments, but now that we can, we're reaching out. Please send your message, (IMPORTANT) your Order Nr and your Full Name directly to ******************************** only then we can confirm this complaint is real and then work on it. We have created this Email specifically to handle BBB-related issues. Well work with you personally to find a fair and helpful solution that leaves everyone satisfied. Lastly, for anyone else readingjust a quick note: were a tiny team of five dog lovers, and everything we do is focused on helping dogs feel better. Custom items are made 1:1 for each pup, and we do our best to make sure buyers know theyre non-returnable due to the production and shipping costs involved. When someone doesnt read those details and then posts something harsh online, it can really stingespecially for a small, passionate team like ours. We appreciate your time and hope we can sort this out together. ????
  
  

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 22366001
  
  I am rejecting this response because:

  they are dishonest and not reputable.  They refunded my money but this was only after disputing with my credit card  company and going back and forth with them.  They are passionate about taking money from people in a desperate situation. 

  I reiterate that I knew after trying on one brace that it would not work and they forced me to put both on my dog and video him walking and then refused to refund because there was hair on it. I lint rolled it and not sure what else I could do but that is misleading and dishonest to get out of refunding a dissatisfied customer.

  While I was able to get a refund, how many others didnt? 

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

  Business Response

  Date: 04/17/2025

  Hello,
  If we can make it right in anyway please reach out to us again. We have not had access to the BBB since a few weeks ago. 
  Greetings,
  ****, Tailwindpets 

  Business Response

  Date: 04/24/2025

  Dear ****,
  Thank you for taking the time to share your feedback. We want to acknowledge your experience and also clarify a few important points.
  Were a small business made up of just five passionate team members, and while we're not perfect, we take great pride in what we do. We've helped countless dogs regain mobility and quality of life, and the trust of our customers means everything to us.
  We understand your frustration and are sorry this process felt difficult. Its true that your refund was processedultimately resulting in a full return of your funds. At the time of your case, we had an internal issue with a former employee, and as a result, were unable to verify certain files or communications that may have caused confusion. That situation has since been resolved.
  We never intend to pressure anyone or take advantage of people in difficult moments. Our return policy, including the request for a short video to assess fit and use, is meant to help customers get the best support for their dogand to ensure we are making informed decisions. We do clearly state on our website that used products with visible hair or signs of wear cant be restocked due to hygiene concerns.
  We genuinely regret if this came across as anything less than transparent, and were always open to learning from experiences like yours. We appreciate you bringing this to our attention.

  Customer Answer

  Date: 04/28/2025

   
  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:10/30/2024

  Type:Delivery 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.

  I purchased a harness for my dog who was having surgery. My Vet advised me not to use the product on my dog. I returned the product brand new in the package to this company by ****, with tracking which they received on July 29, 2024. They will not respond to my email, as I would like a refund. order #*****, tracking # **************************, ************

  Business Response

  Date: 03/31/2025

  Hey there! ?? We just wanted to share a little context: the BBB can be surprisingly selective (and at times a bit inconsistent) when it comes to publishing reviews. Many of our happy customers have left positive feedback in the past, but unfortunately, those reviews never made it onto the sitestrange, right? If you'd like to compare, our Trustpilot page shows a much clearer picture of our customers' experiences. That said, we really want to make things right for you and your situation. For a long time, we werent even given an account on ******************** to respond to comments, but now that we can, we're reaching out. Please send your message, (IMPORTANT) your Order Nr and your Full Name directly to ******************************** only then we can confirm this complaint is real and then work on it. We have created this Email specifically to handle BBB-related issues. Well work with you personally to find a fair and helpful solution that leaves everyone satisfied. Lastly, for anyone else readingjust a quick note: were a tiny team of five dog lovers, and everything we do is focused on helping dogs feel better. Custom items are made 1:1 for each pup, and we do our best to make sure buyers know theyre non-returnable due to the production and shipping costs involved. When someone doesnt read those details and then posts something harsh online, it can really stingespecially for a small, passionate team like ours. We appreciate your time and hope we can sort this out together. ????
  
  

• Initial Complaint

  Date:09/27/2024

  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.

  On Monday, Aug 19, I ordered one Double Knee Brace for Dogs - Cruciate ************** Relief 1+ Orthopedic ******************** Belt ($49.99) / XS. I paid $****** for full order. The business commits to giving a full refund on orders that are unused. I explained in the email that after trying on the Belt and harness they sent, the measurements and the braces did not work for my dog. She never wore them because of how big and how incorrect their sizing is. I attached the emails explaining this and they said to send it back, which I used my own money to send back (costing $7.80 from ****** In the return policy it states I can get a full refund if never used. After they ignored me for almost a week after receiving my return (Return received on August 29th but no correspondence from company until 9/10 when their main website states they will return all correspondence in 24 hours), they get back to me stating they could not refund me due to not being able to resell the product from pet hair. They sent an image with no pet hair attached to the product. The business return policy also states they can give a refund on their main page partially if this happens. I am requesting a full refund because I sent the package in PERFECT condition and how I received the item. The item was returned within days of receiving and I did all that was asked of me as a customer to reassure that. I am requesting the BBB to help me receive what is promised because the product did not meet the standards as well as I followed 100% of the procedures asked and still was not granted a refund and they did not send my product back. In summarization, I was charged fully for the product as well as the product was never sent to me. In summary they stole ****** + shipping cost for return.

  Business Response

  Date: 03/31/2025

  Hey there! ?? We just wanted to share a little context: the BBB can be surprisingly selective (and at times a bit inconsistent) when it comes to publishing reviews. Many of our happy customers have left positive feedback in the past, but unfortunately, those reviews never made it onto the sitestrange, right? If you'd like to compare, our Trustpilot page shows a much clearer picture of our customers' experiences. That said, we really want to make things right for you and your situation. For a long time, we werent even given an account on ******************** to respond to comments, but now that we can, we're reaching out. Please send your message, (IMPORTANT) your Order Nr and your Full Name directly to ******************************** only then we can confirm this complaint is real and then work on it. We have created this Email specifically to handle BBB-related issues. Well work with you personally to find a fair and helpful solution that leaves everyone satisfied. Lastly, for anyone else readingjust a quick note: were a tiny team of five dog lovers, and everything we do is focused on helping dogs feel better. Custom items are made 1:1 for each pup, and we do our best to make sure buyers know theyre non-returnable due to the production and shipping costs involved. When someone doesnt read those details and then posts something harsh online, it can really stingespecially for a small, passionate team like ours. We appreciate your time and hope we can sort this out together. ????
  
  

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair 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.

  My dog who has tears in both acl knees was advised to get a leg brace and tailwind pets were suggested I bought one in July 2024 and based on their sizing chart selected a size that ended up being to big. When emailing with the company they suggested helping with size but when I informed them I wanted a refund they directed me mail it back and if it is in good condition a refund will be returned. The package arrived to their headquarters August 23rd 2024 according to ************ when I reached out about the matter they did not respond

  Business Response

  Date: 03/31/2025

  Hey there! ?? We just wanted to share a little context: the BBB can be surprisingly selective (and at times a bit inconsistent) when it comes to publishing reviews. Many of our happy customers have left positive feedback in the past, but unfortunately, those reviews never made it onto the sitestrange, right? If you'd like to compare, our Trustpilot page shows a much clearer picture of our customers' experiences. That said, we really want to make things right for you and your situation. For a long time, we werent even given an account on ******************** to respond to comments, but now that we can, we're reaching out. Please send your message, (IMPORTANT) your Order Nr and your Full Name directly to ******************************** only then we can confirm this complaint is real and then work on it. We have created this Email specifically to handle BBB-related issues. Well work with you personally to find a fair and helpful solution that leaves everyone satisfied. Lastly, for anyone else readingjust a quick note: were a tiny team of five dog lovers, and everything we do is focused on helping dogs feel better. Custom items are made 1:1 for each pup, and we do our best to make sure buyers know theyre non-returnable due to the production and shipping costs involved. When someone doesnt read those details and then posts something harsh online, it can really stingespecially for a small, passionate team like ours. We appreciate your time and hope we can sort this out together. ????
  
  

• Initial Complaint

  Date:09/06/2024

  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.

  If I could give a zero I would. I purchased a harness for my dog. The cost was $120. I tried it on and it didnt fit. I ensured it was clean of any dog hair, using a lint roller. He never wore it. I returned it and was told that they would not accept the return because there was a dog hair on it and they cant resell it. I am furious and have never received such poor service. . Stay away from the company. They do no care about customer service

  Business Response

  Date: 03/31/2025

  Hey there! ?? We just wanted to share a little context: the BBB can be surprisingly selective (and at times a bit inconsistent) when it comes to publishing reviews. Many of our happy customers have left positive feedback in the past, but unfortunately, those reviews never made it onto the sitestrange, right? If you'd like to compare, our Trustpilot page shows a much clearer picture of our customers' experiences. That said, we really want to make things right for you and your situation. For a long time, we werent even given an account on ******************** to respond to comments, but now that we can, we're reaching out. Please send your message, (IMPORTANT) your Order Nr and your Full Name directly to ******************************** only then we can confirm this complaint is real and then work on it. We have created this Email specifically to handle BBB-related issues. Well work with you personally to find a fair and helpful solution that leaves everyone satisfied. Lastly, for anyone else readingjust a quick note: were a tiny team of five dog lovers, and everything we do is focused on helping dogs feel better. Custom items are made 1:1 for each pup, and we do our best to make sure buyers know theyre non-returnable due to the production and shipping costs involved. When someone doesnt read those details and then posts something harsh online, it can really stingespecially for a small, passionate team like ours. We appreciate your time and hope we can sort this out together. ????
  
  

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair 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.

  I purchased a knee brace for my dog on July 18th and he passed away before I could use it. I contacted the company to ask for a refund and followed the instructions which included paying for return shipping. I shipped it on August 2nd from the *** store and it was received on August 6th. The company never contacted me so I sent an email on August 25th asking for my refund. On August 26th I received an email stating that one stray hair was found on a piece of velcro. The item was returned in perfect condition and was clearly used but the company refuses to refund me.

  Business Response

  Date: 03/31/2025

  Hey there! ?? We just wanted to share a little context: the BBB can be surprisingly selective (and at times a bit inconsistent) when it comes to publishing reviews. Many of our happy customers have left positive feedback in the past, but unfortunately, those reviews never made it onto the sitestrange, right? If you'd like to compare, our Trustpilot page shows a much clearer picture of our customers' experiences. That said, we really want to make things right for you and your situation. For a long time, we werent even given an account on ******************** to respond to comments, but now that we can, we're reaching out. Please send your message, (IMPORTANT) your Order Nr and your Full Name directly to ******************************** only then we can confirm this complaint is real and then work on it. We have created this Email specifically to handle BBB-related issues. Well work with you personally to find a fair and helpful solution that leaves everyone satisfied. Lastly, for anyone else readingjust a quick note: were a tiny team of five dog lovers, and everything we do is focused on helping dogs feel better. Custom items are made 1:1 for each pup, and we do our best to make sure buyers know theyre non-returnable due to the production and shipping costs involved. When someone doesnt read those details and then posts something harsh online, it can really stingespecially for a small, passionate team like ours. We appreciate your time and hope we can sort this out together. ????
  
  

• Initial Complaint

  Date:08/30/2024

  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.

  Our Labrador Retriever's hind legs were quickly deteriorating so we went online to find a brace. We found Tailwind Pets and it seemed like a good choice. When the brace arrived, we tried it on our dog and it did not fit well. Very flimsy and I doubt it would have worked if it fit well. The next week we had to put our dog to sleep b/c he fell and critically injured himself. I let Tailwind Pets know this and that I would return the brace. I made sure there was no odor or hair and it was in reusable condition. About a week later I followed up and the company let me know they found a hair and would not refund the full amount! This is shady business practice and my issue corroborates the other complaints filed on this company via BBB.

• Initial Complaint

  Date:08/28/2024

  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 ordered a double knee brace for my dog. It was $115.96, plus $10 for shipping. The order came w in about 4 days. As soon as I got it, I could tell the size large I ordered was way too big. I contacted the company immediately and with a rapid response from them, I was able to get an exchange for a MEDIUM. I received the exchanged product in rapid turn around time, 3 days in all. I took the new product out and held it against my dog and it was obvious, this one would not work as well. No tags were removed thru this process. I stuck it back in the plastic bag it came in contacted the company again. This time I sent pictures of my odd shaped dog so they could see how it was not fitting as it should along with a detailed apology of the situation. They requested I send back and was told they would let me know once the return was processed. The company has a return policy that their products be in original condition w tags, NO hair, dust, dirt, any worn appearance. If there were any of this present they have the right to refund a 0%-50%. Ok no worries there as I never put the brace on my dog and I inspected it thoroughly before I returned it. After about 6 business days of not hearing a word from the company, I contacted thru email and was told the process could take as much as ******************************************* After 15 business days and still no word, I sent another email and got a response that upon inspecting the brace they found a small white hair on the brace and therefore could not use the brace further and I would receive a $0 refund. They sent me a pic of a LARGE BRACE. The exchange was for a MEDIUM. I then sent a return response of since I would not receive a refund then I wanted to have my brace shipped back to me of which I would be more than happy to pay the shipping on. I think its beyond unethical to keep the brace as well. I basically GAVE this company $115 for absolutely nothing. I am receiving NO response to any further emails

• Initial Complaint

  Date:08/13/2024

  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.

  I purchased braces for my dog which was delivered on March 8. My vet recommended surgery because of his condition. I sent them back the first week still havent received my refund. Many emails back and forth and ** really frustrated at this point. This company states refunds if with in the 30 days. ************ that takes peoples money.