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:04/13/2025

  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.

  I made a purchase from this company that totaled $173.00. I did not intend to return it, however it is a product for dog. When I went to adopt the dog my daughter had an massive reaction where should could not breath and we had to take immediate action. I contacted the company and explained we would not be able to adopt the dog and I would need to return the product. They stated I needed to return it at my expense. I asked for a return label which they said they do not provide. I went to the US postal service and tried to return it. The cost was a little more than $166.00. I contacted them and explained this. and they offered me 20% but considered my situation there is no point in me keeping the item. I explained that the cost to ship was a $9.00 difference in the cost of the item itself. They stated there was nothing they could do. I expressed that I felt that if they were going to advertise and sell across country and state that they accept returns, that they should have a reasonable way to return an item. This is not reasonable and I do not think that they should be able to say they accept returns if they do not have a reasonable way to return the item. The entire burden should not be left to the consumer. ALL I want is to be able to return the item. They should generate a return shipping label and send it to me. I would pay a reasonable cost for the shipping label, no more than $20.00 and return the item at my expense. It is not acceptable for them to be advertising across the country without some way of returning their item.

• Initial Complaint

  Date:04/09/2025

  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.

  Order PELSORG150455 That is my order number. I bought three products that totaled $275. I bought it on February 9, 2025 and it was delivered on February 17, 2025. I contacted them regarding a return. They sent me a return authorization and told me to fill it out and include it in my package. I did that and quickly sent it back. After I sent it and paid $39.99 for shipping, I contacted them and asked them if they received it. They told me they could not process the return without a tracking number. They never told me this prior. I lost my tracking number and *** says they don't keep them. I have paid over $200. and they keep telling me they can't do anything about it.I know it should have reached them by now. It had all the paperwork inside that had my name, order number and whatever else they needed. They still won't refund my money. I told them to send it back and they won't. Now, I don't have the product or the refund. Thank you.

• Initial Complaint

  Date:03/12/2025

  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.

  try to return a dog bed with no success no email, do not answer phone.

• Initial Complaint

  Date:03/09/2025

  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.

  I ordered on my credit card 2 items totaling $198.00 and received a confirmation email but never the products.I was contacted on ******** Messenger and was told the items were listed in transit. A new set was shipped and confirmed on Feb *************************************************************************************************** the items. $198.00 is no small matter to me.

• Initial Complaint

  Date:03/06/2025

  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 just bought $238 worth of products from Pelsbarn. *hey have a 24 hour return policy, and my item had not yet shipped, so cancellation should have been easy. A few hours after purchase, I asked to cancel the order. At first their AI response said they couldnt find my order because the email address might have been wrong. I promptly sent them the correct email address and waited to hear back. I sent multiple emails. I didnt get a response until the following morning (still within the 24 hour period) supposedly from a person named *********, who said, I have informed the team about your request to cancel your order and will update you as soon as I receive confirmation. I waited and waited. Finally, once the 24 hours were over, I get the following response: Hi ********,I hope this message finds you well. I just want to give you an update regarding your recent order.Unfortunately, your order is already in transit, and we cannot make any changes or cancel your order at this stage. Once an order is in transit or has shipped, we're unable to intercept or modify ****** can track your package here.We apologize for any inconvenience this may cause. Please let us know if you have any other questions.Warm regards,********* *eam Pelsbarn ??I followed their posted return policy to the * and early on, giving them plenty of opportunity to cancel my purchase since nothing had shipped. *hey intentionally did not return my item so they could keep my money. *his business is a scam. I need my money back and would like Pelsbarn to be *************** the time of my purchase, their website said I had 24 hrs to cancel my purchase before the item ships. It seems they just removed that from their website, which is also fraudulent. I initially purchased my item on March 3, 2025 at 2:59 pm MS* and asked for a refund at 9:58 pm that evening.

• Initial Complaint

  Date:01/03/2025

  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 bought a "sofa bed" for our 2 1/2 labrador retriever and he had a reaction to either the material, smells, etc and I wanted to return it within the 14 day period.I contacted the company by email and they responded within a short period of time and told me that I needed to correctly fill out paperwork and someone from customer service would be in touch. Not only was there no more correspondence between me and the company, but after several attempts by phone (a recording would come on and say my call could not go through at this time) and email (every email was rejected and returned), I didn't know what to do. I have a feeling that they were waiting for the 14 day return period to expire and then blocked all my information. I continue to receive promotional emails from them and I've even tried responding to those, but to no avail. I am at a loss now and am looking for you to advise please.I appreciate anything you could share and how to proceed forward.They are a horrible company to deal with and I can't even get on the site to review as I'm sure I have been completely blocked - not sure how they're still able to send to me though.Thank you in advance.

• Initial Complaint

  Date:12/19/2024

  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 placed an order with Pelsbarn for 2 "original calming beds" size M/L in light grey on November 30th. The beds arrived on December 12th. I opened 1 and tried it out on the sofa chairs where I intended for them to be used. Unfortunately due to the design of the bed with the bolster shape, they do not fit and won't work. I reached out to Pelsbarn (emails attached) to seek return and refund. At first, I received an immediate reply in part stating... "Could you please let us know if you would be interested in exchanging them for a different size or color? If you'dprefer to proceed with a return, I understand. Although I can't guarantee a refund, our team will assess the eligibilityonce the process is started. Please go ahead and complete this form to initiate the return process and share more details about your experience".I completed and submitted the form (also attached) and have heard nothing since. I reached out 2 or 3 more times and still have not heard a thing. I also would never have ordered these had they not been recommended by a friend/neighbor. If I thought I could use them or that a different size would work I would have gone that route, especially because they charge an very high re-stocking fee. I'm extremely frustrated and disappointed.

• Initial Complaint

  Date:12/19/2024

  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 ordered an item from this company specifically for a trip that I was taking, the item was lost in shipment FOR A MONTH. I told them that I no longer needed the item yet they shipped it anyway, and now they want me to pay to return the item back to them. This is a heavy dog bed, the shipping cost from ******* to ********** will be astronomical, they are ripping people off.I want Pelsbarn to take responsibility for their horrible customer service, repeatedly ignoring my inquiries for status on my order, and ultimately refusing to cancel the order by paying to have the package shipped back to them for full refund.

• Initial Complaint

  Date:12/17/2024

  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.

  Purchased a seat cover on 11/18/24 and paid extra for priority handling to expedite. Finally received the item on 12/6/24--almost 3 weeks after "expedited" processing. The seat cover is very thin and cheap feeling so I immediately requested a return. I received an email telling me to fill out a return request form and I'd be contacted within ***** hours with return instructions. It's now 12/17/24, I've sent 2 additional emails and attempted to reach them by phone--all with zero response. I'll have to dispute the charge through my CC I guess.

• Initial Complaint

  Date:12/05/2024

  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.

  Transaction date: 11/15/24 Amount paid to business: $97.35 ($89 for product + tax). I am disputing the full amount, plus return shipping costs (TBD)Item purchased: Pelsbarn original dog calming bed. Color: light grey. Size XS/S (dimensions of 28x28 interior/33x39 exterior).Nature of dispute: (1) Pelsbarn delivered a faulty item: received XS/S bed that is 25"x27" (interior) and 32"x35" (exterior).(2) Pelsbarn uses a bait-and-switch tactic with customers. When I asked to return the item under their money-back guarantee and 14-day "hassle-free" return policy for unused items, I filled out a survey/request form about why I needed to return it, waited to be "approved" for a return, and 2 days later receive return instructions. This is when they disclosed new details about returns, that: (a) all returns are subject to a $7.95 restocking fee (which is NOT disclosed by Pelsbarn anywhere on its website or to the customer--before, during, or after purchasing the item; and (b) the customer is responsible for return shipping costs (they don't even provide a label). The return policy itself would be fine, if it was disclosed to the customer before purchase and for returns not due to faulty product. But information about a restocking fee and return shipping cost is not found anywhere on the Pelsbarn website (including the **** about returning an item), on the purchase screen before clicking to buy, or in the order confirmation email. Business has not tried to resolve problem: I'm being asked to pay return shipping and to pay a restocking fee for returning the faulty item. I asked for Pelsbarn to pay the return shipping and not charge a restocking fee (deducting it from my refund, after they receive the item), but they have declined.When/where ad was seen: On ************************** on or before 11/15/24. Screenshots available from **** and I can provide my purchase confirmation e-mails and all correspondence with the company about this dispute.