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:03/10/2025

  Type:Product 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.

  I had purchased a dog harness for my dog in 2024. This was the second time I bought a harness from this company, the second harness I bought broke with in four days of my dog wearing it. I paid close to $200 for this leather harness, and when I got a hold of ******, who I believe is the owner of pitbull Gear she said we can turn in the harness to get it repaired, but she got really mad when my husband raised his voice because he was really upset for wasting almost $200 for a harness and it breaking within four days. So she became hostile towards me and did not want to help out at all so when I finally agreed to send the harness back, she did not respond when I messaged her on the address so I went back through our emails and found the address and returned it back, when I got a hold of her asking her when we will receive it back she said i should of added the order number address and name all in the package or the workers would not know what to do with it. I told her that I am pretty sure they knew the harness was with my dogs name on it and we were just going through back-and-forth about it , when I sent the harness to her for repair, she got it within that week, now March **************************************************************************** not. We paid almost $200 and they will not return our harness back she is keeping it against us for contacting the BBB , and for my husband, raising his voice at her. She is acting as a very hostile person when all he did was raise his voice once and I put a stop to it and apologized to her for it. But he had every right to be upset $200 on this harness all we want is our harness back . ****** tried to blame our dog for misusing the harness, a harness is supposed to go on a dog. Thats what we did put it on our dog when she is outside we chain her up for peoples safety, and for her safety there was no misuse of the harness. And she was under one years old it should not have broke. All we want is our harness back.

  Business Response

  Date: 03/10/2025

  I have already addressed this issue previously and was contacted personaly by the BBB advising me that this case was closed. I will provide that previous response below and also a new response.:

  Previous response which was deemed closed:

  Dear Better Business Bureau, I am writing to address a recent concern involving Mrs. ****** and her experience with our product. On the night before Thanksgiving, I received a phone call from Mrs. ****** reporting that the harness broke.
  During the call, Mr. ****** expressed his frustration, which made it challenging to discuss the matter constructively. After several inquiries, it was revealed that the harness had been used inappropriately with a cable run, which is not recommended. Despite our excellent quality leather products being durable, such misuse can lead to damage. I offered to replace the broken strap and requested photos to assess the situation. However, communication was met with further hostility. I did verbally offer to replace the strap as well as via email and text, multiple times. I do have record of all communication. 
  Despite the circumstances and the fact that our harness was in perfect condition upon delivery, I am committed to customer satisfaction. Our policy clearly states the appropriate use of our products, yet I still proposed a replacement as a gesture of goodwill. We have built a reputation over 17 years for quality and service, and I believe in standing by our commitment to resolve issues transparently.
  Our website does provide information regarding the use of a harness for a ******* or cable run-see below which is noted on the product the ******** ordered. They did not contact us but rather ordered a "walking harness for their dog"
  

  Note: This harness is specifically designed for walking and is not suitable for use with a cable run. If you require a harness for a cable run, please contact us, and we will gladly create a custom design tailored to your needs. Your dog's safety and comfort are our priority!

  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

  New response as of March 10, 2025:

  To be clear, the harness purchased was not made for or used for the purpose the customer is using it. Our website explicitly states instructions on contacting us if this is to be used on a cable attachment or *******. Feel free to read our website and reviews.

  To address the harness being sent to us: We have never recieved the harness. Apparently the customer decided to take us up on our original offer to repair it- from day 1, when the phone call came to me where I was yelled at and cursed at. Despite this, I still offered to repair it. Having said that~ keeping in mind the harness was not used properly which is why it broke. This is a walking harness- not one to hook a dog up to a cable on and pull. 

  After the previous case was closed, I assumed that was the end of the conversation. I then received a email weeks later stating they sent the harness back. I advised we never recieved anything. Also noting that IF anything is sent back without a name, order number or identifying note- we as a company mark it "Return to Sender". If a customer sends something without any way to identify who it's from, what it's for, or where it goes, it does get returned. We cannot guess or hold things without knowing who they belong to. I do not know if this was the case here. I would imagine that a tracking number would be able to trace the package. That was not provided to me at anytime. Further, I did ask if the customer provided a name, note or the return address was somewhere on the package~ she stated she did not think she had to provide that information. (below is an email, one of many that I sent her right after the first phone conversation and before the first BBB complaint was sent in, providing instructions on how to send the harness back fro repair- again, which we have offered from the very beginning. If it was something without a note or name, and it was returned to the sender, again, the tracking would show where that package was. We do not have this package and never recieved anything with this customer's name associated with it. At this point, my offer from the very first phone call was not good enough~ depsite the fact that it was misused. Only after the case was immediatley closed by the BBB in our favor, the customer decided to take us up on the offer. I only know this because I was notified via email that it was sent back. It was never recieved by anyone here. We have tried to rectify this situation from the very beginning and continue to have to expalin and defend our business, reputation and quality. This is not a situation we have ever found ourselves in in 18 years of business. We have done all we can do. 

  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

  ****** Hudson <*************************************************************>
  Sat, Nov 30, 2024, 7:43?AM
  to Fifi
  
  Please remove the chest plate from the straps and send the straps only to us and we will replace the broken strap. 
  
  
  Address:
  Pit Bull Gear
  *******************************
  **************
  
  Please include order # inside package 
  
  Thank You,
  ****** ******

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23043564
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 03/12/2025

  The owner of ************ is very deceiving and manipulative. She keeps saying that my husband cursed at her which is not true at all. He raised his voice and said ******** because he was upset that he wasted close to $200 on a harness that broke within four days. I did apologize right away for raising his voice. Again, my dog was not even one year old when the harness broke, we did not misuse it as she keeps stating. I also have all the correspondences Saved. We put our Puppy on a leash outside with the new harness, it should not have broke. Its not like my puppy was trying to pull and break it. She was too small. The owner is just upset because I contacted the Better Business Bureau and because my husband raised his voice once. She stated that the Better Business Bureau close the case in her favor, but I dont see why that would happen right when I put in the complaint without seeing the truth. Again, I am going to state. I do have the receipt of when I sent the harness back, the tracking shows that the business received it in December and refused it and returned it back to sender which we have not yet received back now four months later. She did not even look to see if there was a order number and an address in the bag because she refused it and returned it back to sender so that is a very, bad excuse and another one of her lies that she returned it because there was no order number. My name and address were right on the package that she was able to return back to sender. We were going back-and-forth on this so she knew very well that it was the harness that needed to be repaired, but she is refusing to repair their mistake on the harness that we paid for. She will not listen to give our money back so much for her. Customer guarantee policy and now refuses to even repair it. She should be ashamed of how she treats her customers! 

  Business Response

  Date: 03/13/2025

  I have responded to this issue on March 10th. I have also responded and the case was closed in my favor with a persoanl phone call from ***** from the local Clearwater office. I'm unsure what else I can do at this point. Below is my full response from both most recently as well as 2 months ago when the original complaint was filed. 

  I have already addressed this issue previously and was contacted personaly by the BBB advising me that this case was closed. I will provide that previous response below and also a new response.:

  Previous response which was deemed closed:
  Dear Better Business Bureau, I am writing to address a recent concern involving Mrs. ****** and her experience with our product. On the night before Thanksgiving, I received a phone call from Mrs. ****** reporting that the harness broke.
  During the call, Mr. ****** expressed his frustration, which made it challenging to discuss the matter constructively. After several inquiries, it was revealed that the harness had been used inappropriately with a cable run, which is not recommended. Despite our excellent quality leather products being durable, such misuse can lead to damage. I offered to replace the broken strap and requested photos to assess the situation. However, communication was met with further hostility. I did verbally offer to replace the strap as well as via email and text, multiple times. I do have record of all communication. 
  Despite the circumstances and the fact that our harness was in perfect condition upon delivery, I am committed to customer satisfaction. Our policy clearly states the appropriate use of our products, yet I still proposed a replacement as a gesture of goodwill. We have built a reputation over 17 years for quality and service, and I believe in standing by our commitment to resolve issues transparently.
  Our website does provide information regarding the use of a harness for a ******* or cable run-see below which is noted on the product the ******** ordered. They did not contact us but rather ordered a "walking harness for their dog"
  
  Note: This harness is specifically designed for walking and is not suitable for use with a cable run. If you require a harness for a cable run, please contact us, and we will gladly create a custom design tailored to your needs. Your dog's safety and comfort are our priority!
  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
  New response as of March 10, 2025:
  To be clear, the harness purchased was not made for or used for the purpose the customer is using it. Our website explicitly states instructions on contacting us if this is to be used on a cable attachment or *******. Feel free to read our website and reviews.
  To address the harness being sent to us: We have never recieved the harness. Apparently the customer decided to take us up on our original offer to repair it- from day 1, when the phone call came to me where I was yelled at and cursed at. Despite this, I still offered to repair it. Having said that~ keeping in mind the harness was not used properly which is why it broke. This is a walking harness- not one to hook a dog up to a cable on and pull. 
  After the previous case was closed, I assumed that was the end of the conversation. I then received a email weeks later stating they sent the harness back. I advised we never recieved anything. Also noting that IF anything is sent back without a name, order number or identifying note- we as a company mark it "Return to Sender". If a customer sends something without any way to identify who it's from, what it's for, or where it goes, it does get returned. We cannot guess or hold things without knowing who they belong to. I do not know if this was the case here. I would imagine that a tracking number would be able to trace the package. That was not provided to me at anytime. Further, I did ask if the customer provided a name, note or the return address was somewhere on the package~ she stated she did not think she had to provide that information. (below is an email, one of many that I sent her right after the first phone conversation and before the first BBB complaint was sent in, providing instructions on how to send the harness back fro repair- again, which we have offered from the very beginning. If it was something without a note or name, and it was returned to the sender, again, the tracking would show where that package was. We do not have this package and never recieved anything with this customer's name associated with it. At this point, my offer from the very first phone call was not good enough~ depsite the fact that it was misused. Only after the case was immediatley closed by the BBB in our favor, the customer decided to take us up on the offer. I only know this because I was notified via email that it was sent back. It was never recieved by anyone here. We have tried to rectify this situation from the very beginning and continue to have to expalin and defend our business, reputation and quality. This is not a situation we have ever found ourselves in in 18 years of business. We have done all we can do. 
  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
  ****** Hudson <*************************************************************>
  Sat, Nov 30, 2024, 7:43?AM
  to Fifi
  
  Please remove the chest plate from the straps and send the straps only to us and we will replace the broken strap. 
  
  
  Address:
  Pit Bull Gear
  *******************************
  **************
  
  Please include order # inside package 
  
  Thank You,
  ****** ******

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23043564
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******