Reviews
This profile includes reviews for Paw.com LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 37 Customer Reviews
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Review fromJen G
Date: 01/14/2023
1 starI ordered a blanket and tried to return it but it wouldnt work online. I emailed three times and called once. No one got back to me. Worst customer service. They quality is garbage. I wouldnt recommend.Review fromLC L
Date: 01/13/2023
1 starIn December I ordered a white with brown accents PupRug, got it .. loved it. I ordered another one in gray, received it Jan 5. The insert was a little bigger than the cover, causing a bulge. Also, quality of the fake fur cover was terrible. I wanted to exchange the item for another one and emailed them on Mon, Jan 9. Today is Friday, Jan 13, and I haven't heard back from them so I called. At first Van said this item was in a special category and unfortunately I couldn't return it. I explained again that it would be an exchange. I also asked if I could get the one with white/brown accents instead of gray. I was told it had to be for the same color and item. Okay, not happy but understand. In order to get an exchange, Customer Service sent me an email while I was on the phone with instructions of what needed to be done. I would need to send pictures of the item and a few other things. Once I replied to their email the ticket would be reopened. At that point, I just said I would keep the gray one. What happened to good customer service. An exchange should be very simple. Not asking for money back,Review fromMandi K
Date: 01/11/2023
1 starI ordered a waterproof dog blanket on 12/2/22. I checked the tracking provided by their third party and on 12/16 it was showing as an error. I emailed paw.com and received no answer. I figured, it's the holiday season, I'll give them some time. By 12/29/22 there was still no answer. I emailed again and I still have not received a response. I contacted their 3rd party shipper and they told me the only one that can handle my order is paw.com. I sent a message on ******** that went unanswered and left a voicemail with customer support that has also went unanswered. I had no other options besides contacting my bank and asking them to dispute the charge since I never received the product. Sadly, I ordered the same product about two weeks earlier and received with no problem and we love the blanket. However, give this, I won't be a returning customer.Review fromKathleen B
Date: 01/10/2023
1 starSpent over 700 dollars on my order and considered a Gold Paw member and I can't get a response from numerous emails and calls placed. No one answers the phone and says to leave a message only no one responds. Same with emails made every day. Was told I would have my order before New Years Eve. We were having a New Years Eve party and wanted the items to protect my new couch for the party along with 2 new beds with covers for my dogs. Still not received. Apparently I'm not the only one having issues with the numerous BBB reports about Paw. Which is a shame because I love the product and have spent a bunch of money with them, Even if there is a delivery issue like they keep copying and pasting in here for every complaint..the least you can do is contact people even if by email about their order. Having no customer service at all is unacceptable for a business like this. I would also give 0 stars at this point. Hoping this will at least force a response from Paw before I dispute my order. What's really alarming is it shows online like I received my order but only shows part of the order on there. Not sure what that is about. The website is not working correctly to show the entire order. Gives an error code when trying to look at any of my past orders also.Review fromNick N
Date: 01/10/2023
1 starI like their products. However, the website is barely usable, I didn't get any response from their support emails (I sent three emails over 10 days), and their phone line is always busy. When I did finally get in touch with their support they said "to be perfectly honest there are only two support agents so that's why there are delays". I don't see why the company's reluctance to hire additional support agents should be my problem. Totally ticked off by this experience, I won't buy from them again even though I like their products.Review fromMelissa c.
Date: 01/10/2023
1 starI ordered a product on December 15th, received a wrong product on the 18th and called. I called back again on December 22nd. I received the same message after holding forever "there is no representative available to speak to you try your call later". I've received the same message every time I've called since after holding. I also sent a written email on 12/22/22 at 3:37 p.m. which also has not received a response. I sent a follow up email on 12/31/22 which also did not receive a response. Today is January 10th. I was forced to report this as fraud to my credit card because they gave me no other option. Save your money folks... this company is not reputable!Review fromMargaret T.
Date: 12/22/2022
1 starI order 2 dog beds with covers - a larger and a giant. The large was fine. The giant bed came with a large unpackaged cover shoved in the box. I have called and emailed numerous times and no response. And the shipping was horrible. I ordered it 11/25 and it took almost a week and half to even process the order (so much for their 2-3 day timeframe) and another two and half weeks to get it. And forget redeeming your points for products; apparently you cant use them on clearance items so now I have to waste more money to get a cover that I should have gotten in the first place. Lousy customer service and a lousy company. Never again.Review fromBobbie E
Date: 12/18/2022
1 starOnly received half my order. *** left many voicemails and emails but no response. Seems this company is ripping off a lot of customers besides me. Buyers Beware! They got me for over $300.00.
Paw.com LLC
Date: 12/19/2022
I have assigned your case to ***********************************,please expect to hear from him soon. Feel free to contact him directly as well.
Thank you,
****Review fromJordan H
Date: 12/17/2022
1 starSeller took payment and I never heard from them again. No response to e-mails or calls. Been nearly a month now.Paw.com LLC
Date: 12/19/2022
Hi ****** - We are experiencing extremely high order volume at this time, coupled with courier delays, which has caused disruptions to our typical shipping timelines. Please know that we are working around the clock to get orders processed and shipped as fast as possible. Additionally, tracking information has not been made available to us as it typically has been in the past, so please be patient, as our customer service representatives may have limited access to the necessary information.
We are committed to providing ongoing communication throughout this process, please contact *********************************** for an expedited resolution to your inquiry.
Thank you for your patience and understanding.Review fromCherry M
Date: 12/17/2022
1 starI ordered my product November 20, 2022. I was told via email they are backed logged in orders and it would ship. No other email follow up. They took $188.01 , from my account and I emailed them to follow-up. Nothing in return. The shipping was 2-4 Business days. I recently read the reviews and a lot of people have reported this as fraud. How are they still an online business and rated A+ with the BBB. Please help me and others to get our money back.Paw.com LLC
Date: 12/19/2022
Hi Cherry - We are experiencing extremely high order volume at this time, coupled with courier delays, which has caused disruptions to our typical shipping timelines. Please know that we are working around the clock to get orders processed and shipped as fast as possible. Additionally, tracking information has not been made available to us as it typically has been in the past, so please be patient, as our customer service representatives may have limited access to the necessary information.
We are committed to providing ongoing communication throughout this process, please contact *********************************** for an expedited resolution to your inquiry.
Thank you for your patience and understanding.
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