ComplaintsforPupSocks

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a dog blanket on November 23rd with pupsocks.com which was a large blanketwhen I received it three days ago it was damaged/defective where the hem was not sewed properly and the material had frayed. I could not find a telephone number to call for customer support but I have sent several emails over the last three days and I have received no response. My order number is *******. I paid a total of $67.44 and I have requested my money back and I am happy to return the damaged/defective blanket.

  Business response

  12/15/2021

  Hi Felicity,
  
  Thanks for placing an order with us. I am terribly sorry to learn the order you received was damaged. It is not in our business practices to send out defective products to our valued customers especially during the holiday season. I am happy to see that a resolution email has been sent from our support team. We appreciate your business as well as your patience and look forward to resolving this issue as soon as possible. 
  
  Please email us directly if you have any additional questions or concerns along the way.
  
  Thanks for your patience.

  Customer response

  12/16/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I uploaded and ordered 2 pairs of socks for my husband from Pupsocks. When I received them in the mail they were not our dogs. I have reached out to them multiple times via their website and support with no real response. Only an automated message. The socks were $50 with shipping and I would like my correct order and to return the ones that do not belong to us.

  Business response

  12/15/2021

  
  Hi *****,
  
  Thanks for placing an order with us. I am terribly sorry to learn the order you received was incorrect. It is not in our business practices to send out wrong orders to our valued customers especially during the holiday season. I am happy to see that a replacement order is currently in production for you ( order ******* ). We appreciate your business as well as your patience and look forward to you receiving your correct custom order.
  
  Please email us directly if you have any additional questions or concerns along the way.
  
  Thanks for your patience.

  Customer response

  12/16/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a mask and socks and they gave me 1 tracking number. The mask arrived yesterday, but there were no socks. When checking my account, it shows delivered, but I only received half my order. I have emailed and received a generic response that someone would get back with me in a few hours. Its the next day and still no response. This was ordered for a birthday gift that I now won't be able to give. Its a shame they steal people's money and get away with it.

  Business response

  12/15/2021

  Hi jasmine,
  
  
  Thanks for placing an order with us. I am terribly sorry to learn that your shipment did not include all of your products. It is not in our business practices to send out partial orders to our valued customers especially during the holiday season. I am happy to see that a replacement order is currently in production for you ( order ******* ). We appreciate your business as well as your patience and look forward to you receiving your full custom order.
  
  Please email us directly if you have any additional questions or concerns along the way.
  
  Thanks for your patience.Tell us why here...

  Customer response

  12/16/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received the socks with someone else's pet's pictures on them. After repeated email attempts, no chat function, and no phone number, I am not able to get a refund. No one will respond and the email give sends a "undelivered" error.The order was placed on November 14th with numerous contact attempts, as instructed on their website. [Order #*******] . Total was ***** including shipping charged to my credit card.At this point, it is too late to get correct socks. I just want a full refund including shipping. What kind of company does not provide means to contact them? There is simply no customer service existing at this company.

  Business response

  12/13/2021

  Hi ******,
  
  Thanks so much for being a PupSocks customer. We appreciate your business and value you as a customer. Please allow us to apologize for the lack of communication and the experience you've had with receiving the wrong items/ order. I do see where our support team responded to your order issue in an effort to provide a resolution as quickly as possible via email on December 7, 2021. Unfortunately, we did not receive a response although our system shows the email was viewed. We understand how important your order was to your and would like to resolve this issue directly. That said, please keep an eye our for a resolution email from our support team.  Thank you. 
  
  The PupSocks Team 
  -AJ
  
  

• Initial Complaint

  12/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 11-11-21 , order number #*******. When I received my order on 11-29-21 it is obviously not my order. The order number on the socks is #****** which is not my order. I have sent numerous emails to try and get this problem corrected as it is supposed to be a Christmas present for my wife and I have not gotten any response from this company. Them not having a phone number to call for customer service is ridiculous and aggravating. I wish I had researched this company before ordering from them because this is an common problem from what I'm reading I would like a resolution in this matter. I have attached photos of my order and the incorrect socks I received .

  Business response

  12/27/2021

  
  Hi ******,
  
  Thanks for placing an order with us. We are terribly sorry to learn the order you received was incorrect. We are happy to see that a resolution email was sent to resolve this issue and your replacement order has been shipped. We understand the importance of your order and extend our sincerest apologies for the inconvenience. Please email us directly if you have any additional questions or concerns, we are happy to assist.
  
  Best regards.

  Customer response

  01/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/13/2021, I saw an advertisement on Instagram for gopupsocks.com and clicked the link to submit an order for socks with my 2 dogs pictured. My order # was *******. I received a confirmation from the company and an email informing me that it would take approximately ***** business days to receive my order. I then received a notice on 11/14 that my order was in production. On 11/20, my order status had not been revised but I was getting a lot of unusual marketing emails encouraging me to buy more socks. One raised red flags because it was masked as an error by a company intern...long story short, I reached out to the company using their online form and inquired about my order. On 11/23 I received a response from "Shae" that said they were delayed due to "quality concerns" and an apology. He offered to either reduce the price by 15% if I wanted to wait additional days or I could click a provided link that would take me to a cancelation page.I clicked to cancel, since there was no earthly way my product would arrive within the original timeframe at this point. The cancelation page stated at the top that they would deduct $9 from any and all cancelations made more than 3 hours after order placement. I wrote back to "Shae" explaining that I don't want to pay a $9 fee for their production error. I am currently waiting to hear back. As it took 3 business days last time to get a response, I decided to check their BBB page. Lo and behold, I am one of many with the same problem. I kindly request that PupSocks expedite the refund process for my order. It makes me very uncomfortable that it is so hard to contact them and to get timely orders/responses, and I'm actually wondering if they even produce socks or if they create social media interest and wait for people to request refunds so they can collect fees on that basis. I'm concerned this may be a scam.

  Business response

  11/26/2021

  Hi Lauren,
  
  We appreciate you placing an order with us. We are extremely sorry that your order took much longer than anticipated. Per your request, a cancellation has been made. You should expect to receive an email confirmation shortly. Should you require further assistance. please do not hesitate to contact our support team directly at *****************.
  
  Kind regards

*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. ↩