ComplaintsforTactipup LLC

• Initial Complaint

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have emailed Tactipup about a collar that developed a tear on the handle. **************** has treated me like garbage. I reached out to them again via email and they won't respond to me. My husband who placed the initial order, also commented on their social media and they deleted the comment. They stayed a no questions replacement, our dog wore the collar for 2 months and Tactipup basically called us liars. They claimed the collar was too worn because it had dirt on it. If they simply would replace the collar, I would leave this alone.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Tactipup makes products they dont stand behind. My less than a year old *** with a less than a couple month old collar tore the restraint handle going through a fence. Tactipup made every excuse in the book to avoid repairing it. For what you pay for their products, they should stand behind them. Must get a lot of complaints and failures to so adamantly avoid having to fix them.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I have contacted the business multiple times about an order that I made a purchase for approximately 4 weeks ago. I contacted the business twice via email and both times were met by the same automated response about my issue. The seller assured me that it takes 4-5 weeks to ship the product that was ordered but no timeframe was given at the time of ordering. Im filing this complaint because of the lack of effort in assuring the buyer that the order is being taken care of is not forgotten about.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order a collar they sent the wrong size and want to charge me a $15 dollar restocking. I refuse to pay this and fell this company is just ripping me off. Ive several of their products but will not be doing anymore business with them. Ill just toss the collar in the trash befor I give them more of my money.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered tried to stop shipment because I wouldn't be home but shipped anyway! Was there when I arrived home! Supposed to be 17inches but longest I can make is 16 and that is without latching which would make it shorter! It's beautiful collar I've dealt with them twice before and things worked out but now this, It should at least make it to 17 I'd think I could get a refund or replacement. I'm not happy but f things are fixed I would of course shout it from the roof tops! I like supporting small businesses

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is stealing from me, They took my order and my money and sent me a product I DID NOT ORDER... they sent me the wrong color, missing text and took OVER a month to deliver a product that isn't worth $20 - *********** told me If I dont like the collar I can buy another one.

  Business response

  07/10/2023

  The customer ordered a personalized dog collar from **. He chose a black collar with red font and the font only included his dog's name, not a phone number as the customer claims. I've included a screen shot of the customer's order from our Shopify system. This information cannot be edited and any changes have to be added via notes to the side. After the customer's order was placed, he reached out asking to change the neck size to 17 inches which is why there are notes off to the side. He never requested to add his phone number or change the color combination of his product. When the customer placed his order, the advertised turnaround time was 2-4 weeks and his product shipped within that time frame.

  Upon receiving the product, which given the personalized nature, is not returnable or refundable, the customer immediately became aggressive about us sending the wrong thing, about us being liars, threatening to have his attorney contact us to force us to send him what he claimed as being the correct dog collar, to file a BBB complaint and multiple other threats. Despite his negativity, we offered to re-make the collar for more than a 50% discount with the alternate colors and the details he claims to have ordered, but he declined. I've attached a full PDF that shows the extent of the communications. Our offer still stands to make him a new collar at a significant discount but unfortunately will not be able to do that for free as the order was made exactly as the customer ordered on our website and since it's personalized we are unable to use it for another customer. 

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased a collar from this company on feb18,2023. I had contacted the company multiple times and no response. I spent $80 I would either want the collar of refund the money back to my card. A response would be nice. Looking at these reviews clearly the company has issues w customer service

  Business response

  04/14/2023

  Hi *****, given that our products are custom and made-to-order we have a bit of a lead time that varies based on order volume. When your order was placed the posted lead time on the website and in the confirmation emails to you was 4-6 weeks. Also, we did receive your order status email inquiries and responded to all of them. Sounds like the responses may have been going in to your junk or spam folder but I did double check and it appears that your order arrived. Please let me know if we can assist you any further! 

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently purchased a 24 dog collar. Tactipup sent a **** collar. I am requesting the correct size be made and sent. They want to charge me for their mistake.

  Business response

  04/14/2023

  Hi ******, 

  Just to re-cap from the conversation you had with our support team. You ordered a dog collar sized at 24 inches (Screen shot attached), your dog's neck size is 20 inches, and the collar you received adjusts to **** inches at its largest setting. As we mentioned in the communications with you, the product page for the product you ordered states "This collar is made to your dog's neck size with 2 inches of upward adjustability and 1-2 inches of downward adjustability when possible" (screen shot attached). That means when you order a neck size of 24 inches, your collar will adjust up to 26 inches which is consistent with the collar sizing that you received. It sounds like you did not see that language before placing your order which is totally understandable and is the reason why we offered to correct the sizing of your collar by making you a brand new one for a fraction of the cost. If you would like to move forward with that offer we are more than happy to help you out!

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two dog collars on July 9, 2022. It is now August 24, 2022. I have yet to receive the collars and have not been getting any responses from the company. **** says they don't have it, as well as Tactipup. I spent $90.

  Business response

  09/07/2022

  The customer reached out to let us know they had not received their package.  We responded back to them quickly 4 times to work through the issue and never received a response.  After the 3rd time of not receiving a response, we ended up sending them a replacement shipment as tracking showed that it appeared to be lost.  We followed tracking to ensure it was delivered and sent a follow up email to confirm that the replacement shipment was received and did not receive a response to that message either.  As far as we know the customer has now received their order after their first order was lost.  

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I customized and ordered a product from tactipup it took eight weeks from when I purchased the product to when I received it. When I received it it was larger than advertised when I bought it. The way the collar is made the nameplate restricts it from being made any smaller so it does not fit on my dog. When I reached out to Customer Service it took them six days to respond and tell me my tape measure must be broken. They asked me to find another tape measure and send them another picture. My tape measure is not broken they are unresponsive and their product was not to the specifications as advertised. I initially wanted my product to be replaced but now I just want my money back and to be done with this company.

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/08/21) */ Hi ****, sorry for the issues. We reviewed the situation in a bit more depth. It looks like your order was placed on July 18th, it shipped on August 5th, and you received it on August 12th, 3 weeks and 4 days after your order was placed. While we do wish that our turnaround time was shorter, these are made-to-order, personalized product and the order shipped within our posted turnaround time of 2-3 weeks. (Screenshot attached) You reached out to our customer support team on Friday, August 12th at 3:45pm EST and we responded to you at 8:49am EST on Monday August 15th. After a ticket is submitted, you received and opened a confirmation email stating that the response will be within 1-2 business days, and fortunately we were able to get back to you in less than a business day and had a flow of communication after that. (Screenshot attached) With regard to the product sizing issue, you ordered the personalized collar in a neck size of 17.5-23.5 inches, which is our largest size offered (Screenshot attached). On the product page for the collar you ordered, we provide measuring tips to ensure that you order the correct size for your pup which you mentioned was a Weimaraner. We also provide a high level sizing charge on that page (screenshot attached) to help you identify the correct size. The chart shows that your pup, a Weimaraner, would fall in to the size range of 15-19 inches, which explains why the 17.5-23.5 inch collar was far too large. The reason why we do this is because we do not accept returns or exchanges on personalized products because they are made-to-order and cannot be re-used for another customer. Our return/exchange policy can be found on the footer of our web page, the FAQ section of our site, and in the order confirmation email. In your communications with us, you stated that your dog is 8 months old and her neck size was 14 inches and it sounds like you were unfortunately not able to measure your pup or reference the sizing chart prior to placing your order. You were asking for a refund, which we unfortunately cannot offer on personalized products, but we did offer to replace the collar for a cost of $15 that would include the new correctly sized collar as well as the shipping cost. That discounted price is roughly a 65% discount from the full price of a new collar, as we didn't want you to have to purchase a brand new collar given the ordering error. On sizing issues, we do normally ask customers to lay the collar next to a tape measure in an effort to get a better understanding of whether or not the collar was made too large on our end as we are not perfect, and also to ensure that the replacement collar is a perfect fit. The reason why we asked you to use a different tape measure and send an additional picture was because it looks like your tape measure was cut off at the end and instead of starting at zero, it was starting at the 2 inch mark. (screenshot attached) While I do understand this may have been a frustrating request, we just wanted to be sure that we were 100% sure on the sizing situation so we could resolve the issue for you and get you the perfect collar to avoid any further frustrations for you. That said, if you would like the replacement collar at the discounted rate of $15, we are more than happy to accommodate that for you and will expedite it through our production process. Sorry again for the issues and for the frustration caused and please let us know how we can help!

*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. ↩