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:12/25/2022

  Type:Service or Repair 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 11/14/22, I placed an order (******** $120.90) with Crown & Paw (C&P) and received a confirmation email with a tracked shipping estimate of 1-2 weeks. As of 12/25/22, I have not received my order. In the meantime, I received my order for another portrait (#******) that was placed on the same day; the order was received the first week of Dec at the same shipping address as the order in dispute. On 12/12/22, I emailed C&P support to inquire about the status of my order; I did not receive a response. On 12/14/22, I sent another email to C&P; later that day, I received an email response from ******* notifying me that my order had already shipped & was delivered on 12/4/22. As proof that the order was shipped & delivered to my NC address, ******* provided me with a UPS tracking number; however, the tracking number shows that the package was delivered to an address in La Mesa, CA (see attachment). I sent follow-up emails to ******* on 12/15 & 12/16 and didn't received a response until 12/18. In this email, ******* denied any responsibility for the error & placed the blame entirely on the courier. She wrote, "Please note that this is entirely due to the courier rather than ourselves, and we hope there are no hard feelings. We're going to ship out a replacement to you, but we will need to use an alternative address so that we can avoid a repeat lost parcel, even though it is marked as delivered." As I received another shipment from C&P, their request that I provide an alternative shipping address strikes me as strange & unreasonable. Other factors leads me to believe that C&P support is not being honest about the status of my order: 1) The C&P website shows that my order is still in the queue for printing & has not yet shipped (see attachment), and 2) I never received proof of shipping. Considering that C&P has not made a good faith effort to resolve this matter in an honest & timely manner, I request a refund for the full price of my order.

• Initial Complaint

  Date:12/23/2022

  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 placed an order with Crown & Paw on December 15th, and to get my order to the gift recipient by Christmas, I purchased a service they call "jump the que" so my photo would go to an artist quicker and have my artwork done faster. In the actual email confirmation I was given for my order on the 15th, it clearly states to expect an email within 1-2 business days from the artist. After waiting 5 days, I reached out through their support email to find out what was going on, and they took 2 days to get back to me only to say the artist received my work and they would attempt to speed it up and to keep a watch on my customer dashboard. Well it is now day 9 and I have heard nothing and my customer dashboard has continued to say the same thing, which is that my order was sent to an artist 5 days ago and the estimated completion date is anywhere from December 19 - December 23, which is today, and still nothing. Although there is no phone number to contact, I received a text from someone (*****, who called me ***** which is actually the person I was purchasing the gift for) from Crown & Paw on the 15th before I made my purchase saying they were a real person, so I text the number and asked for a refund only to be told I would have to email support. I've also reached out on Facebook and sent them another 2 emails requesting information and a refund, and still no contact. I just want a refund and to never do business with this company ever again. They're extremely shady and falsely advertising a service they don't provide only to pocket the money and screw the customer.

  Business Response

  Date: 01/04/2023

  Consumer Response /* (2000, 5, 2023/01/03) */ Good Morning and Happy Holidays, I just wanted to inform the BBB that the complaint I filed against the business Crown and Paw, has been resolved. I received an email from them this morning, and my money has been refunded, and it is already pending in my bank account. I appreciate the work, and the help of the BBB. Thank you so very much! Complaint Case#************************************* *****************

• Initial Complaint

  Date:12/22/2022

  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.

  Paid $117 for a canvas. This included priority processing up charge. They took money, but there is no communication or product. Complete scam.

• Initial Complaint

  Date:12/22/2022

  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.

  On 12/10 I placed an order. My card was charged $87 for printing and shipping by Christmas. The only confirmation I received was a survey asking about my experience ordering. I have not heard back about my order, I have no printing updates, I have no shipping updates, and I have not received any response from customer service. I just need some sort of response to know whether I got scammed and need to file fraud charges with my financial institution.

• Initial Complaint

  Date:12/15/2022

  Type:Delivery 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.

  Ordered item the day after ************ ***** Received an email on **** that my item was shipping. Each time I check on status it reflects the carrier is still waiting for the item. Crown and Paw reflects that shipper is **** but the tracking number provided is for ***** I know that is a **** tracking number as I recently received an order from them and it was sent ***** Sent email requesting an update to no avail. Since you have to pay in full at time of ordering I would just like to know where my item is and when I will get it.

  Business Response

  Date: 01/10/2023

  Consumer Response /* (2000, 14, 2023/01/10) */ My missing item was finally received.

• Initial Complaint

  Date:12/15/2022

  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 placed an order on 11/18/22. I received a preview of the product a few days later. I approved it and received a tracking number for the product. The product shipped and was returned for a faulty address issue. I had reached out to crown and paw multiple times. I asked for confirmation and for information about either a refund or a new shipment. I still have not received a single answer from any of the emails to date (12/15). I just want a refund or the product shipped. If anyone had responded to my emails, this matter would have been resolved.

• Initial Complaint

  Date:12/13/2022

  Type:Billing 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 Christmas gift on 11/29. They still have not sent a proof or rendering of the image as promised. I have reached out to the company THREE times and received no response. And then today I received someone else's order. They do not have a phone number or customer service line that I can reach out to. It is virtually impossible to get an answer.

• Initial Complaint

  Date:12/09/2022

  Type:Delivery 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 made an online purchase of a blanket with our pets faces on 11/3/22 for $141. It was shipped on 11/15/22 with a fake tracking number. The item has yet to arrive. They responded to a few of my inquiries that it was on the way after about 2 or 3 weeks but the item never came and the shipping and tracking is not real. They have eventually stopped responding to my inquiries. It is December 9th, 2022. No package.

  Business Response

  Date: 01/04/2023

  Consumer Response /* (2000, 9, 2022/12/30) */ This issue has been Resolved. We received the order 12/30/2022.

• Initial Complaint

  Date:11/25/2022

  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.

  Crown and Paw is a SCAM!! I placed an order through Crown and Paw on 11/8, it allegedly shipped 11/14 yet it is now 11/25 and there is no tracking information available with any shipping update or delivery date. After paying $10 for shipping on top of the item, I expect to at least have a projected delivery date 11 days after it allegedly shipped. Crown and Paw does not have a phone number and when they do respond via email days later they tell you to contact the carrier and figure it out yourself. I just want a refund at this point. They took my money and refuse to provide any updates or assistance in getting me what I paid for. Had I seen all the bad reviews I would have never placed this order.

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/12/02) */ We have been in contact with the customer and refunds have been processed as per her request. The order is being returned to the sender because, as per the courier, the recipient has moved. This is considered resolved.

• Initial Complaint

  Date:10/12/2022

  Type:Delivery 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.

  This is mostly copied from my ********** ******* Ordered my canvas print on 9/15/22 with their expedited process. Provided approval on 9/19/22. On 9/28/22, **** says there's a tracking number and the package has arrived at a "partner facility" in *** ***** (I am in *** ******* but **** has not yet received it. In the two weeks since this last update, I have attempted contacting their support email to find more information and receive an update for the package status. I have been given excuses and assurances, such as: "holidays" can cause delay; carriers are just saving time by not updating the status; you should see movement in the next few days (Oct 1); we're making an urgent follow up; call your local post office or local customs office to see if your order is there. This was ************** gift that was supposed to arrive before 9/30. I have demanded a full refund be processed. My Order Number is: XXXXXX

  Business Response

  Date: 10/21/2022

  Consumer Response /* (2000, 6, 2022/10/18) */ I submitted this complaint on 10/12/2022. After requesting a refund, writing this review, filing a complaint with the ***, and reporting this transaction as fraudulent to my bank, my package miraculously departed the "partner facility" on 10/13/2022 and was received by the **** on 10/14/2022. On 10/17/22, I finally received my package.