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:12/25/2023

  Type:Delivery 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.

  On 12/18 I ordered a pair of socks from this company. I paid **** for shipping and had Express printing included. I went with them as their shipping timeframe led me to believe the gift would at least be SHIPPED by Christmas. Here we are Christmas Day, and they have not even bothered to ship it out yet. Per an email I received from them today after I had asked about cancelling my order as they have not done anything, they told me I had to pay a $10 non-refundable fee and that is was in fact still awaiting shipping. I should have checked their terrible BBB rating before ordering from them. I just want my money back.

  Business Response

  Date: 12/28/2023

  Hi ******,
  
  Firstly, I want to apologize for the delay in responding to your message and for any inconvenience you've experienced with your order. It's definitely not the kind of experience we want our customers to have. I'm here to help make things right!
  
  I've checked our system and I can happily confirm that your order is now in transit. 
  
  Here's your tracking URL: ***************************************************************************************************
  
  Please know that we've also issued a full refund for the express printing you've paid for this order. You can see this reflected to your account in 3-7 business days. 
  
  We sincerely appreciate your patience and understanding. 
  
  Regards,
  Pupsocks Team

• Initial Complaint

  Date:12/25/2023

  Type:Delivery 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 placed an order for pupsocks on 16 December for custom socks with expedited printing (that I didn't even want, but couldn't remove) for ONE pair of face mash socks my order totalled $40 and STILL have not received an order confirmation email . I have reached out to the company 2 times to see if my order went through and I have no idea if they are going to be delivering it or not. Once via email and once filling out a form on their site. Since I was unable to receive a order confirmation, I ended up buying different items for my recipient. I wish to get my money refunded. Thank you.

  Business Response

  Date: 12/28/2023

  Hi *****,
  
  Firstly, I want to apologize for the delay in responding to your message and for any inconvenience you've experienced with your order. It's definitely not the kind of experience we want our customers to have. I'm here to help make things right!
  
  I've checked our system and I can happily confirm that your order is now in transit. 
  
  Here's your tracking URL: ***************************************************************************************************
  
  Please know that we've also issued a full refund for the express printing you've paid for this order. You can see this reflected to your account in 3-7 business days. 
  
  We sincerely appreciate your patience and understanding. 
  
  Regards,
  Pupsocks Team

• Initial Complaint

  Date:12/23/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 am writing to file a formal complaint against Pupsocks regarding the billing of express fees not rendered. Despite attempting to resolve this matter directly with the company, I have been unable to reach a satisfactory resolution. On December 13th, 2023, I ordered a printed blanket for a holiday gift. I knew time was an issue being that there was only 11 days until Christmas. However, Pupsocks had optional fees for express printing and two day shipping. Reading through their FAQ, I saw that it should arrive in time. I received two confirmation emails. The first was normal; the second one was full of apostrophes. My best guess is there was a malfunction with their system in some manner, however I could still check my order on their website, so I did not think more about it.I have taken the several steps in attempting to resolve this matter with the company. I reached out to customer service via a link on their website. It bounced back. Dead link. I found another link which worked. I recently sent my tenth email with no resolution in sight. No offer of rescinding the express fees was offered. I asked for a full cancellation and refund (product was not shipped yet) and was refused. The next day I was told it was being shipped (it was at the label stage then), so requested that I get refunded for the express printing since that did not happen and for the two day shipping (which according to *** is not; four days minimum). I repeatedly said throughout my interactions with customer service that I have no faith in their ability to rectify these problems. I believe that the company's actions or lack thereof have fallen short of reasonable expectations for quality service/products. Pupsocks did not provide the express printing or two day shipping they charged me. They refused to cancel the order when requested due to their error and when I requested the extra fees to be refunded, they have not done so.

  Business Response

  Date: 12/28/2023

  Hi ******,
  
  Thank you for contacting us and we're sorry for a bit delay on the delivery ofyour package. 
  
  Upon checking, your order was shipped  and delivered successfully on 26 December and I've included the information below so you can track it on your end:
  
  Order: #PS50145540
  Tracking Link: *******************************************************************************************
  
  Please note that we have issued a full refund as well as the express shipping and printing you've paid for your order. You can see this reflected to your account in 3-7 business days.
  
  If there's anything else you need, please don't hesitate to contact us anytime.
  
  Thank you so much for your patience and understanding.
  
  Regards,
  Pupsocks Team

  Customer Answer

  Date: 12/30/2023

  hello,

  thank you for your help.  pupsocks, even though they said they would issue a full refund as well as the express printing and shipping, they have not.  they only refunded the express fees (on dec. 29) and therefore is not the full refund.  the express fees totaled $21.99.  the rest of the full refund would apply to the blanket that i tried to cancel, etc., which was *****, taxes $2.50 and a tip (lmao) for $4.70.  the total was $69.14 and i did not get a total refund.  they still owe me $47.15.

  thank you for your time.

  **********************************************

  Business Response

  Date: 01/10/2024

  Hi ******

  Thank you for reaching out about your order #PS50145540. I completely understand your concern, especially with the anticipation of receiving your items before Christmas. Unfortunately we failed to meet the deadline, we're really sorry for that. 

  As we checked, your order was delivered successfully on 26 December. To address the inconvenience, I've issued you a partial refund for the express shipping you've paid for your order, please allow 3-7 business days for the refund to be processed. Reimbursement of funds will be allocated back to the original form of payment used for purchase. 
  
  If there's anything else you need, please don't hesitate to contact us anytime and we'll be happy to help you!
  
  Regards,
  Pupsocks Team

   

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21049893
  
  I am rejecting this response because: the initial response was a full refund and now they are renigging on that.  this exactly the frustrating behavior and experience i have had had with this company.   here is the first reply through the bbb:

  Hi ******,
  
  Thank you for contacting us and we're sorry for a bit delay on the delivery ofyour package. 
  
  Upon checking, your order was shipped  and delivered successfully on 26 December and I've included the information below so you can track it on your end:
  
  Order: #PS50145540
  Tracking Link: *******************************************************************************************
  
  Please note that we have issued a full refund as well as the express shipping and printing you've paid for your order. You can see this reflected to your account in 3-7 business days.
  
  If there's anything else you need, please don't hesitate to contact us anytime.
  
  Thank you so much for your patience and understanding.
  
  Regards,
  Pupsocks Team

  as you can see they promised a full refund due to their inability to make good on the express fees, admit that the error was on their end and refusal to cancel the order several times.  now they can't even follow through their promise of a full refund.  it is an absolute clown show of scams.  they aren't a large company.  it should be this difficult.  they can't even follow their own resolution!!!!  

  
  Sincerely,
  
  **********************************************

  Business Response

  Date: 01/17/2024

  Hi ******,

  Thank you for reaching out and we're sorry to hear about the inconvenience this has caused you.

  As promised, we have already processed a full refund of your order  - #PS50145540. This will be reflected to your account in 3-7 business days.  
  
  If there's anything else I can assist with in the meantime, please don't hesitate to let me know.
  
  Warm regards,
  Pupsocks Team
  

  Customer Answer

  Date: 01/23/2024

   
  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. They have finally refunded me in full.  Thank you BBB for helping me.   It is much appreciate.  
  
  Sincerely,
  
  **********************************************

• Initial Complaint

  Date:12/22/2023

  Type:Delivery 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.

  My order was placed December 14.I paid for express printing and 2 day shipping. My order has been completed printing and preparing to ship for days. When I placed the order it was guaranteed by Christmas with the upgraded costs that I paid. We are now 2 days out and I have no shipping confirmation and am highly concerned my sons present wont be here in time. Order number PS50147641

  Business Response

  Date: 12/28/2023

  Hi ********,
  
  Thank you for reaching out to us and we're sorry for the delay in the delivery of your package. As we checked, your order was delvered successfully on 27 December.
  
  I understand how frustrating this delay must be, especially this holiday season. 
  
  To address the inconvenience, we've issued $21.99 for the express shipping and printing you've paid for.You can see this reflected to your account in 3- 7 business days.  
  
  If there's anything else I can do for you in the meantime or if you have any more questions, please don't hesitate to reach out. We're here to help!
  
  Regards,
  Pupsocks Team

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair 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 placed an order for 14 pairs of socks, totaling roughly $300 on 14Dec2023. I paid for expedited shipping and 2 day delivery, as the company guaranteed this would ensure delivery prior to Christmas on 25Dec2023. My items did not ship until 21Dec23, despite several emails following up. Also, customer service promised to upgrade to overnight shipping, but did not. Lastly, the company Pupsocks charged me twice for this order. To date, I have not received a refund for expedited printing, shipping or the duplicate charge.

  Business Response

  Date: 12/28/2023

  Hi *******,
  
  Thank you for contacting us and we're sorry for a bit delay on the delivery ofyour package. 
  
  Upon checking, your order was shipped  and delivered successfully on 23 December and I've included the information below so you can track it on your end:
  
  Order: #PS50147885
  Tracking Link: *******************************************************************************************
  
  Regarding your duplicate charge for order #PS5014416, we have issued a full refund as well as the express shipping and printing you've paid for your order. You can see this reflected to your account in 3-7 business days.
  
  If there's anything else you need, please don't hesitate to contact us anytime.
  
  Thank you so much for your patience and understanding.
  
  Regards,
  Pupsocks Team

• Initial Complaint

  Date:12/21/2023

  Type:Delivery 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.

  Placed an order that was never received, and was told there would be a refund and did not get one.

  Business Response

  Date: 12/28/2023

  Hi ********,
  
  Thank you for reaching out about your order #PS50149161. I completely understand your concern, especially with the anticipation of receiving your items before Christmas. Unfortunately we failed to meet the deadline, we're really sorry for that. 
  
  I've taken a look into your order details, and it seems that while some items have been fulfilled, others are still in the process of being prepared for shipment. I can see this isn't ideal given that you opted for expedited printing to ensure a timely delivery. Please note we've issued a full refund for the total amount you paid for the this order. This will be reflected to your account in 3-7 business days.  
  
  If there's anything else I can assist with in the meantime, please don't hesitate to let me know.
  
  Warm regards,
  Pupsocks Team
  
  

• Initial Complaint

  Date:12/21/2023

  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 made an online purchase from Pupsocks on December 16th, 2023. I purchased a mug, a blanket, pair of socks, and express printing (for an addition $7 because of a claim that the items would be printed with 24 from the date of purchase) for a grand total of $68.49. I have checked the status of my order every day since the 18th of December, 2023. The status is that the items have been printed and that they are waiting to be shipped since then. I have emailed the company 3 times since the 18th of December and have received no response. There is no phone number to call them. I am becoming concerned that they took my money and have disappeared. I would like a refund of my express shipping charge and my product in hand by December 23, 2023 or would like a full refund for my entire purchase.

  Business Response

  Date: 12/27/2023

  Hi *****,
  
  Firstly, I want to apologize for the delay in responding to your message and for any inconvenience you've experienced with your order. It's definitely not the kind of experience we want our customers to have. I'm here to help make things right!
  
  I've checked our system and I can confirm that your order #PS50150992 was successfully refunded 40% for each item cost plus the express printing you've paid for this order. You should be able to see $32.11 on your accountin 3-7 business days. 
  
  Again, thank you for bringing this to our attention. We will keep you informed as soon as your tracking details become available.
  
  Regards,
  Pupsocks Team

• Initial Complaint

  Date:12/21/2023

  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.

  Bought the socks last week as the website urged you to hurry and place an order so it'll make it in time for Christmas. I decided I'd pay the UPCHARGE to have the production speed up and even paid for the 2 day shipping option on three pairs of socks. I wanted to make sure they made it for Christmas. Well after waiting nearly a week with no shipping confirmation, I contacted them to see if my item would ship and be here in time. After getting a generic response I told the CS agent that I paid for express printing and shipping and that I feel they are not honoring that. She then explained that I did not order fast enough and that I will not receive the items paid for by Christmas. Fine. I asked for a refund. But they already made the socks and now want to charge me $10 dollars for canceling. If the socks are done SHIP THEM. Now I have gotten no confirmation on a refund and they haven't canceled the order! I'm going to have to dispute it with my bank and lock my card up over Christmas weekend. What a nightmare, I am warning everyone I can about this SCAM.

  Business Response

  Date: 12/27/2023

  
  Hi *******,
  
  Thank you for reaching out to us and we're sorry for the delay in the delivery of your package. As we checked, you are expected to receive the package today.
  
  I understand how frustrating this delay must be, especially this holiday season. Please rest assured, our team is working hard to get your plaques out to you as soon as possible. We truly appreciate your understanding in this matter.
  
  To address the inconvenience, we've issued $21.99 for the express shipping and printing you've paid for. You can see this reflected to your account in 3- 7 business days.  
  
  If there's anything else I can do for you in the meantime or if you have any more questions, please don't hesitate to reach out. We're here to help!
  
  Regards,
  Pupsocks Team
  
  

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21041030
  
  I am rejecting this response because:
  I did not order and "plaques" I ordered socks and thw tracking still doesn't show its moved for 5 days now. This is a generic response.
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/03/2024

  We apologize for the confusion, ***************

  Below are the details included in your order, PS50149978.

  1 pair of Custom FaceSocks

  1 pair of Custom PupSocks (Purple)

  1 pair of Custom PupSocks (White)

  These items were shipped and delivered successfully on 29 December via UPS.

  Here's your tracking number: 1ZC60J460219045288

  If there's anything else you need, please know we're here to help you anytime.

  Regards,

  Pupsocks Team

• Initial Complaint

  Date:12/20/2023

  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 placed an order for 1 pair of socks with an image of our cat. They were supposed to come with a gift bag. The amount was $27.66. These look terrible! The image is blurry and out of focus in places and the cat face has a green-yellow tint to it. They did not come with a gift bag either. I emailed the company letting them know what happened and how unhappy I was. They emailed back immediately and asked for a photo. I sent a photo right away. That was the last I heard from them. Its been 3 days now. *** also reached out on social media and have had no response. I would like a full refund.

  Business Response

  Date: 12/27/2023

  Hello *********,
  
  I'm truly sorry to hear that the socks didn't meet your expectations, especially since they were intended as a special gift. I completely understand how important it is for the gift to be perfect and the disappointment that comes with receiving something that's not quite right.
  
  I've gone ahead and processed a full refund for your order #PS50125539. The funds should be returned to your original payment method shortly. Although it's disheartening that this experience wasn't up to par, I hope this can alleviate some of the inconvenience caused.
  
  Thank you for bringing this matter to our attention, and if there's anything more we can do for you, please don't hesitate to let us know. We're here for you!
  
  Warm regards,
  Pupsocks Team

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair 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 ordered three pairs of socks with express printing and expedited shipping. I was told (by the big bold letters on the website) that I needed to do this in order to receive my product by Christmas. I received a confirmation immediately and read that I would receive another email when the socks shipped. It has been a week, and I still have not gotten a shipping email. It reads on the website that the socks may take 2-3 business days to come in. Christmas is this weekend, so obviously no luck of getting them in anytime soon.The real issue here is the customer service. I was told to email their customer support email. I did, and explained my problem. The email responded with "Oops, there seemed to be a hiccup in your order but we are working on getting your socks to you". The next day I emailed again, and I HAD BEEN BLOCKED from using the email. The email was no longer in existence and was bouncing back to me. This is the only way to contact this company.

  Business Response

  Date: 12/27/2023

  Hi ******, 
  
  Thank you for reaching out.
  
  As I've checked our system,I found out that your Pupsocks order #PS50147876 was delivered successfully on 22 December. 
  
  Here's the tracking URL for your reference: *******************************************************************************************
  
  If there's anything else you need, please don't hesitate to contact us and we'll make sure to help you anytime.
  
  Regards,
  Pupsocks Team