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:02/06/2024

  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.

  In January 2024, I purchased a dog bed from this company for $152, which is a premium price for this type of item and you therefore expect a quality item and quality customer service. I ordered a dog bed size that matched the company's guidelines for my dog's size/weight (size medium). I received the dog bed and it was much smaller than expected. I'm not sure if they accidentally sent me a size small bed instead of a medium or if their size guidelines on the website are incorrect. My dog does not fit in the bed and doesn't use it.The issue is that supposedly the bed is non-refundable if opened from its packaging. There was no clear warning information about this unusual no-refund policy by email from the company, when ordering the item, or even when it arrived -- the only way I discovered this was from a small, nondescript piece of paper at the bottom of the box that was under the item and not visible easily. I did not notice the slip of paper before opening the package.I opened the item to see the size of the bed and realized how small it was. I reached out to the company by email in January to request a refund/exchange. No reply. I emailed again to follow up and received a bounce back even though I used the correct email address. I also tried to reach them by their online form and never heard back. There is no phone number to call.The order # is *****.

• Initial Complaint

  Date:03/14/2023

  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 paid over 200 for 2 dog beds under the false impression they were in Ca. After waiting on a email confirmation I got 1 with a fake tracking number out of *****.

• Initial Complaint

  Date:02/25/2023

  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 Unfortunately, I also purchased a bed from Lucky Paws in Mid December 2022. The money was taken out immediately. I ordered from them because I thought they were a US company. In late January the bed finally arrived. It was a small Bear Paw bed. The only problem is that I ordered a medium Bear Paw bed. The bed is too small for my dog. I wrote incessantly to the company about their mistake. Finally, they responded only after i threatened them with a law suit. I have been dealing with this shady person named, ****. I wrote him about my problem, and he asked for pictures with a measuring tape, and I complied. After I sent the pictures, I never heard back from him.Anyone looking at the pictures could tell the bed was tiny. Again, I did not hear from him for weeks. So, I contacted him again. He told me his supervisor was reviewing my complaint and that they were very busy but he would get back to me in a few days. Of course, he never did. I contacted him again a week later. He then tells me they want better pictures with the measuring tape pulled tighter. I told him that I if the pictures were so inadequate why did he wait almosT TWO MONTHS TO TELL ME? His response was I cannot do anything until I get better pictures. I told him you may not be able to do anything but I can.it dawned on me that this was a stalling technique. It is like ************************* and **** with the football trick. Every time that I do what they ask, they move the football. I am not doing anything else. They are stalling in hopes that I will tire. They did not send me the bed that I ordered and paid for. They sent me the bed that they wanted me to have.. it is poorly constructed from cheap material and has a peculiar smell. I paid ***** for a tiny bed. I find it amazing that they can get away with baiting and switching. Lucky Paws is not an ***************** They are scamming people out of their money.

• Initial Complaint

  Date:01/26/2023

  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 had read that all of the beds have removable covers for washing. This bed does not have that feature. Also, the website is not transparent about their ordering system. I heard nothing about the status of my order set and had to reach out to ask when it would ship. My order was shipped directly from *****, and it took several weeks to arrive. Lastly, my cat has completely ignored the bed, despite being a borrower who loves soft surfaces. I am wondering if there is a smell that I can't detect that he finds unappealing. I doubt I can return the item based on other reviews, so I'll be giving it away. I even wonder if this review will be published, since only found negative comments on another business review site (belatedly).

• Initial Complaint

  Date:01/24/2023

  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 a dog ramp from Lucky Paws on 12/21/22 (order #****) for $109.65. I was told that my order was shipped on 12/30/22 and given a tracking number for DHL that was not a working or active tracking number. After having reached out to the company via email (their phone number only directs you back to email) and making them aware that the tracking number was not working, I was provided with a *** tracking number. However, tracking only shows that a label was created and they (***) never received the item (I communicated with *** for conformation of this which I sent to Lucky Paws customer service). ********************** has advised me to "keep waiting" for tracking to be activated, but it's now 1/24/23 and *** tacking only shows label created. I have not received the dog ramp and Lucky Paws customer service has not responded to my request for a refund.

• Initial Complaint

  Date:01/21/2023

  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.

  Ordered a dog bed a week ago. They were supposed to send an email when product was shipped. Have not received that email. I have sent them 3 emails discussing shipment and canceling order. I have not received any response from them at all.

• Initial Complaint

  Date:01/15/2023

  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 two paw pouch Calming Paw Beds for ****** on Oct 16th. The website states You're probably seen cheaper, lower-quality dog beds. At Lucky-Paws, we decided to prioritize quality and create a durable bed that will be loved for years to come. The beds were received received on Nov 4th. The quality was questionable and didn't look like the beds on the website. I left the beds out for a few days to see if they would expand, they didn't. Since I had already purchased and it took so long to ship, I went ahead and decided to use them. Within a few days, there were tears in the seams. I sent an email to customer service Nov 13th informing them that the beds had been used a few days and had tears in the seams. ****** stated that he was saddened of my decision to return, offered a partial refund if I wanted to keep the beds and informed me that I would have to to pay to ship the beds back. I paid ***** to ship the bed back to get a full refund. I had emailed several times requesting status. **************** said that after inspection it was determined my beds were used and they could not provide a refund for beds that were used. I wrote in my first email that the beds had been used for a few days and were torn at the seams and I was returning them due to the poor quality within the first 30 days of receipt. Again, I was offered a partial refund to keep the beds however I chose not to due to the poor quality and chose to pay out of pocket to return the beds. I explained the beds had been used by my puppies in my message. Due to the seams being tore, my puppies were able to pull the stuffing out of the bed which was a chocking hazard. There website states they offer a 30 day furry friend guarantee. I believe our beds must have been defective for them to tear within a few days of usage. I am truly disappointed that we were not able to come to a resolution. I requested to speak to management multiple times however customer service refused.

• Initial Complaint

  Date:01/09/2023

  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 one of their dog beds for $105.40 on November 17, 2022. It took about a month for me to receive it. My dog used the bed a few weeks and when I washed it, the bed came out of the wash with multiple holes throughout and the insides were starting to come out. Lucky Paws had sent me an email with a review to complete which I filled out. I also went to their website to fill out an email requesting a refund. I tried to call the company, but their phone number refers you to their website. I sent a separate email to customer service. I received a reply that my request is past the 30-day return policy. I have asked to speak to a manager several times unsuccessfully. I do not want another bed. I would like my money back. This company has been giving me the runaround.

• Initial Complaint

  Date:12/30/2022

  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 12/06/22 I placed an order through their website for a pet bed. Website says they're located in ********** but the shipping information I received days later said shipping from *****. After receiving no tracking information, I reached out to the company and finally got some tracking information. I kind of figured it was a long shot at this point but went against my better judgment being patient. As of today 12/30/22 I still have not received anything, the tracking link has it sitting for days on end. I emailed their support email address they have listed only to get a mailer-daemon reply twice thinking the first time the wrong address was used. It wasn't. Be aware, someone need to get these guys out of here. Usually I wouldn't take the loss so poorly but I hate giving money to scam artists.

• Initial Complaint

  Date:12/20/2022

  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 dog bed and a crate pad in August 2022 from Lucky Paws. When I received my items in the mail, I got TWO beds instead of ONE bed and a CRATE pad. The bed I did receive, was very low quality and was not depicted as it was on their website. I reached out to the company saying I wanted to send my items back for a full refund considering I got an incorrect item that I never ordered and a bed that didn't match the description on their website. After MONTHS of back and forth emails, I was told by a Lucky Paws representative that I could send the two beds back for a refund AND for a refund for the shipping cost that I had to pay. After sending out the dog beds from the post office, I emailed Lucky Paws and sent them the **** receipt of the $125.00 shipping to send back the items. I ended up getting a refund for the two beds, but I was NOT refunded for the $125.00 shipping charge that they promised to refund me. After contacting them for months and then telling me they were waiting to hear from their supervisor, they ended up coming back to me and saying they cannot refund me for the shipping cost. I demanded a refund and they still won't do what they said they'd do. Please help me out. I have email threads to prove everything.