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:03/28/2025

  Type:Delivery 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 placed an order on March *******. It was deducted from my account on ************. Here it is March26,2025 and no product or communications from Alpha Paw. Phone number is only a message telling customer to email. They won't respond to emails.I have purchased from Alpha Paw for quite sometime now and have never had this problem.

  Customer Answer

  Date: 05/02/2025

  Issue has been resolved.

• Initial Complaint

  Date:03/18/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  They will not respond to emails or messages to me regarding cancelation of my auto fill. They keep ignoring me will not respond and keep shipping product

• Initial Complaint

  Date:12/19/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 a custom pet blanket on 12/11 and was supposed to get artwork to approve in 1-2 days. And then the blanket in about a week after that. I never received an email about artwork, and when I try to login to the dashboard they provided, it does not work. Order # is ******. I was charged $100.17. I have now emailed multiple times, to multiple emails with no response. I responded to texts for support and no response. I tried to send a message on their website and the website glitched and crashed. No phone number provided. I went to their Instagram and found comments that its a scam, which I was already realizing. They took my $100 and will not deliver a product. Its a total scam and I want my money back and to know that my information has not been stolen.

• Initial Complaint

  Date:01/19/2024

  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.

  Purchased a dog ramp. The photo on the website showed a straight ramp. The product I received was a ramp with ribs attached. My dog used the ramp with no problems, however within a week the strips of carpet that the ribs were made of began to slip off exposing rubbery glue that got on my dog's paws. I emailed the company because there was no phone number to call. The requested I take photos which I did, and I heard nothing back. I did get an email asking me to rate the product. I gave it a 1 and detailed why I gave it a 1. Not surprising the review is not on the website. I had to send another message demanding a response. They said there is velcroe affixing the ribs and I should be able to pull it off. If there is velcroe I did not find it. I took two more pictures and sent them. I don't think I'll hear back from them. Can you help me with this? This ramp is not usable at all.Thank you for your time.

  Business Response

  Date: 01/22/2024

  Hi, it looks like our customer service team has responded to every single email. Please see attached. We apologize if you did not receive them, your server might be blocking our e-mails if that is the case. We would be happy to give you a discount for this order if you can confirm. We understand you are worried about the strips coming off and can guarantee that does not have any effect on the ramp's stability. This is in fact still our original ramp, with just strips included based on customer feedback. A lot of our customers wanted strips to help with the pups' grips on the carpet. They can be removed if you do not like them, and it will not affect the ramp whatsoever. We do apologize if you are unhappy with that as well. Please let us know, and we'd be glad to help further.

• Initial Complaint

  Date:12/15/2023

  Type:Sales and Advertising 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 bought their cat scratcher which they market with a REPLACEABLE carpet. I've only had it a few months and just realized that they don't even offer replacement carpets - and they are STILL marketing it to customers as easily replaceable. I wrote them about this and they sent me a link to buy some double sided tape! This is marketed as being able to just slide out - nothing about tape. They gave me no idea where I could find the carpet that they lied about having available for replacement. No one would pay this much for a single-use scratcher! This product is useless without a replaceable carpet. The entire reason I bought it was because it's replaceable - but it's not. False advertising and they're still marketing this lie and making money off unsuspecting customers like me.

  Business Response

  Date: 12/19/2023

  Good day! At the time of the customer's purchase, our team was still producing the replacement carpets. Unfortunately, it was only recently that the carpet in question was phased out. We understand the frustration and we sincerely apologize for any inconvenience.
  
  
  Regarding the tape suggestion, we apologize for any confusion caused by the mention of tape in our communication. The tape was not our product, but rather a general suggestion for those experiencing grip and traction issues with the carpet. The tape was merely suggested as a potential solution.
  
  
  Lastly, we want to assure you that our goal is not to deceive or mislead our valued customers. Our goal is to provide clear and accurate information to our valued customers, and we regret any perception that *** suggest otherwise.
  
  
  We take customer feedback seriously, and if there are other feedback or concerns you'd like us to address further, please feel free to share, and we'll do our best to assist the customer.

  Customer Answer

  Date: 12/23/2023

   
  Complaint: 21009779
  
  I am rejecting this response because:
  

  because they didn't give any solution! They merely confirmed that this happened. Plus they are STILL marketing this scratcher as a money saver, when they have made it a ripoff. So they are still duping unsuspecting consumers who don't realize that the carpet is no longer replaceable, and by the time they need it replaced - just like with me the 30 day return window will be over, and the company is taking zero responsibility and making no exceptions. They are making over a hundred dollars a pop for a now single-use scratcher, while their site still says: save money on single use scratchers. Typical bait and switch, and they won't budge on a refund. Terrible business!

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

  Business Response

  Date: 01/09/2024

  The customer accepted the store credit that was offered to her and she
  can use this to purchase any items from our website. We have forwarded
  her feedback to our management so they can review the website and the
  products we are currently offering. The Scratchy Ramp is advertised to
  save money as they are on sale. Instead of the regular price of $269.99
  they are discounted down to $119.

• Initial Complaint

  Date:12/08/2023

  Type:Sales and Advertising 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 want to stop all emails and text messages from Alpha Paw as my dog died 7 months ago. Here are all of the things I have done to try to prevent emails and texts from them: 1. I unsubscribed through their website - didnt work.2. Called and requested no further texts or emails - didnt work 3. Contacted them by email via their website directions - didnt work 4. I tried blocking their contacted information and reporting it as spam/junk on my iPhone - That didnt work This is causing emotional pain since my dog died and I am still receiving daily texts/emails from them. I explained this to them through each of my contacts but they still keep sending me things.I just want their emails and texts to stop. Please help!

  Business Response

  Date: 12/08/2023

  Good day!

  We have been in contact with customer since last month and the previous email states that:

   

  **************,
  Thank you for reaching out, and we're deeply sorry for your loss. ?? We're pretty sure that you've been such a pawesome ****-parent to this ******************** crossed the rainbow bridge.
  Going back, upon checking here, we can confirm that you have already been removed from our marketing list. If you're receiving these emails from a different email address, please let us know of that email address, so we can have it removed from our list too!Alternatively, you may click the "Unsubscribe" button located at the bottom part the email you received. OR text the word "STOP" from the number that's texting you.Let us know if you need any further assistance. Kind ****************!),

  Customer can send us a screenshot or samples of marketing emails she still received so we can investigate further but we haven't received a response from her yet.

  
  

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair 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 signed up for an every other month subscription for this product. They sent me one the beginning of the month, now they just shipped out another. No phone number, no chat available for this company, only email. They expect you to cancel your subscription with the original email which was months ago, and I deleted it, so I have no way to cancel this. I would like them to cancel and issue me a refund.

  Business Response

  Date: 07/29/2023

  Good day!

  Alpha Paw is already in contact with the customer. The order in question is paid by the customer since April 01 and it was not shipped right away due to the item is out of stock. There is no correspondence with the customer since April 01 to follow up, modify or cancel her order. So it became a pending order and was automatically shipped when the product was restocked this July. The customer cancelled the subscription on April 09 but did not cancel the pending order 

  Customer Answer

  Date: 07/31/2023

   
  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

  Date:05/01/2023

  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.

  Try to contact Alpha Paws to do a refund on a defective product and no one has been in touch to resolve it. Tried to email them first, and later also texted them.

  Business Response

  Date: 05/01/2023

  Hello ********,

  We're sorry to hear that you're having an issue with your order. Please note, we checked our entire email inbox, and texts, and have not seen a message from you. Please see the attached screenshot. Please be sure to email the correct email address: ******************************

  What type of issue are you having with the order? We'd be happy to assist.

  Best,

  Alpha Paw Team

   

• Initial Complaint

  Date:02/22/2023

  Type:Delivery 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.

  Alpha Paw charged me for a subscription that I did not order. I ordered the product one time in January. I did not order a subscription,Their website says chat but there is no chat icon.I tried calling but this is not a working order.I immediately emailed them in reference to this not being a subscription and to cancel any order or charge. They did not respond to my email but immediately sent me a confirmation of the order and charged my credit card..This business seems to be a scam.

• Initial Complaint

  Date:01/12/2023

  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.

  - ordered 12/27 - received product in a week or so -paid $113 - product deemed dangerous for my dogs. - emailed on January 2 to return item - they are ignoring my emails for a return label. When they do respond they ask if Id like to keep the product and get 30% refunded. I have asked for a refund and return label for over 1 week now with no avail. They do not want to return my product.

  Business Response

  Date: 01/16/2023

  The return label was sent to the customer since January 13 and her restocking fee is reduced to $10 only instead of the minimum restocking fee of $20. We are not ignoring her emails but we are accommodating to a huge volume of emails since the holidays. We explained to the customer that we are responding to the emails in the order that we received them. If there is a new email on thread it will further adjust the date and the system will automatically tag your new reply as recent, even though the initial email was sent earlier than that. Also the partial refunds are offered to the customers to make sure that we are able to provide all the possible options and assistance before proceeding with the return. The customer can definitely refuse the offer and choose to return the item.