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    ComplaintsforPawfect House

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    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Product Issues
      Status:
      Resolved
      I placed an order. I did not receive my product. I reported it to them. I got an email from them saying I had to track it down myself with the carrier. That I need send them my address, my ID and all this other information it sounds fishy to me. I just want a refund and they said it was returned back to them. You will see all the attachments. Everything's there. I just want a refund and you know what. I believe I did business with them before and the same thing happened and it took me 6 or 7 months to get my money back. They kept asking me if I wanted 20% refund. If 30% refund I don't want any of that. I want 100% refund

      Customer response

      08/20/2024

      the date the problem ocurred today 8/20/2024

      date complained today 8/20/2024 

      date completed purchase july 24,2024

      product is personalized custom auto  windshield protector

      i sent everything in attachements

      Customer response

      08/20/2024

      more information.... the amount is 41.98   purchase price

       

      Business response

      08/20/2024

      Dear BBB, 

      Upon checking the order details, the given shipping address was incomplete (missing street name) and this is the reason for both order being returned to sender. 

      According to our policy, this case requires customer to pay small fee to reship the package. We follow our policy and offer the same solution for customer's case. 

      However, customer refused to pay so we escalated with a free replacement. After 2 attempts, we decided to process a full refund for customer. 

      Since customer didn't update the address from that time, the second purchase has the same issue. 

      In conclusion, we did follow our policy and offer the best offer for customer.

      Customer response

      08/21/2024

       
      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. I did have my correct address on the product and they wanted me to send the *** My photo ID no. Hopefully I will get my refund. If not I will be contacting the better Business bureau again. I have done business with this company years ago and exactly the same thing happened to me. 

      Sincerely,

      ***********************
    • Complaint Type:
      Product Issues
      Status:
      Answered
      Ii placed an order on 06/30/24. I received my item on 07/11/24. I sent E-mail advsing the item is too big, sags, does not cover my dash board & falls down & no instructions on how to use the suction cups & what the elastic straps are for. after numerious E-mails & filing a complaint with Pay Pal. On 07/15/24, I received an e-mail from the seller advising me they will give me a full refund if I close my case with Pay Pal. I called PP after receiving the E-mail & was advised not to close the case. I did attempt to close the case as advised in my E-mail but was unsuccessful. I request a full refund , per there E-mail stating so. My appeal was denied by PP, 2 times. Copy of full refund E-mail letter attached

      Business response

      08/11/2024

      Dear *******, 

      Once again, we are truly sorry for the inconvenience you had. For your concern, the refund had been processed on Jul 4 and it can takes 7-10 business days for the actual amount reverb to your card. 

      We have attached the details on ****** regarding the status of your transaction, which is Refunded. 

      Hope you can wait a little more with us for the bank return the amount to you. 

      Sincerely, 

    • Complaint Type:
      Product Issues
      Status:
      Resolved
      I made two separate purchases PHN2360691 $89.18 (May 8, 2024) and PHN2365869 $37.79 (May 10, 2024). The first order contained two "sweatshirts" and the second order contained one "sweatshirt". I put "sweatshirt" in quotes because what was received was NOT a sweatshirt. The material was rough, thin, and shiny (100% polyester). The company is able to get away with this by stating items are "customized" so they do not fall under ******'s buyer protection. I have been back in forth with both the seller and Paypal. I was initially offered a 30% refund for just the cost of the product and then offered 50% refund for just the cost of the product. It wasn't until I opened Paypal claims that a representative (******) for the seller offered 100% refund ONLY if I closed the Paypal claims. I didn't trust them to follow through on this and I would lose whatever protection I had by closing the claim. Unfortunately, ****** sided with the seller due to it being customized products without considering the fact that I did not receive the "SWEATSHIRT" that was advertised. I actually ordered from this company back in February of this year (a sweatshirt) and did receive the sweatshirt material. This is what I expected when I placed my orders in May. I want what was promised to me by ******, a full refund including the shipping costs (total $126.97). I was a repeat customer from February, but not anymore. The way this has been handled has been extremely frustrating and unprofessional.

      Customer response

      06/24/2024

      The company refunded my purchase this morning; therefore, this complaint can be closed.
    • Complaint Type:
      Product Issues
      Status:
      Unanswered
      I ordered a sign from this company. The sign is flimsy, the packaging is sub par and I asked for a refund. Offered (if they pay since it is their fault the quality is poor and the packaging for their poor quality is not sufficient) and they are demanding that I accept another offer of 1. order another item (why would I take another chance) or 2. a gift certificate (for what, I am never ordering again) or 3. Reproduction of the poorly constructed sign. I am demanding a refund, I am happy to send the sign back to them if they provide a pre-paid return for this item. It is either going back to them or it is going to be discarded to our local dump (where it belongs). If I have to write a demand letter, I am happy to get this coordinated with my dad (my attorney). I have already uploaded the pictures to the "company", so they can refer to the already sent pictures of the terrible packaging. I've attached where the metal is so thin that it kinked and I am not paying for something I need to fix. WORK ON YOUR PACKAGING, THIS SHOULD NOT BE THE FIRST REPRESENTATION OF YOUR BUSINESS BECAUSE IT IS TERRIBLE, SO IS THE CUSTOMER SERVICE.
    • Complaint Type:
      Delivery Issues
      Status:
      Unanswered
      I had purchased a gift for Father's *** the gift had not come and it had already been 2 weeks since date of purchase when I reached out to them they said all of a sudden that it was delivered I contacted my male person/carrier I also asked the neighbors and contacted the post office along with *** I responded back to the company following a grievance they told me to check again because it stated delivery was completed all of a sudden I received a text message telling me my package was waiting for approval of address but when I clicked on the link provided it looked like something that from the ** and it was asking me for money and credit card information I have never had to endure this before I contacted the company for the third time via email and once again they said there was nothing they can do they could not refund me my money or send me another product stating all along that it was delivered but it was not I went to my local post office both within my area and neither one had the package so therefore I believe this is a scam

      Customer response

      06/17/2024

      The business contacted via email offering to send item again within 3-5 business days as of 6/16/2024 ...I will follow up with you to let you know if they do
    • Complaint Type:
      Customer Service Issues
      Status:
      Unanswered
      I ordered two pet gravestones. One had an issue with design. I contacted them immediately after ordering to rectify following their issue reporting process. No one has gotten back to me. Their policy is to contact me within 24 hours. It's been 36 hours.
    • Complaint Type:
      Product Issues
      Status:
      Unanswered
      I ordered a mug for Mothers Day. The first mug that I received had wrong information on it. I contacted them via email and received one have with an explanation of no returns or reimbursement. I ordered another mug and it came broken. I contacted them again and have not received an email in reply.
    • Complaint Type:
      Delivery Issues
      Status:
      Resolved
      Purchased two picture plaques promised by Mothers Day. Items have been sitting in ready to ship status for over a week. Needless to say, Mothers Day has come and passed and no movement. Company says item will be shipping within promised time frame and closed the ticket in my inquiry apparently on 5/12/24. Shame on them. 2 items at $36.

      Customer response

      05/23/2024

      Today, without any change of shipping status, I received the product I paid for. Terrible communication. Product quality is as expected. Thank you for your time. 
    • Complaint Type:
      Product Issues
      Status:
      Unanswered
      I ordered items from Pawfect House, paid for them on 04-24-24. Have not received them, called and texted several times, and have been told various things by several employees of Pawfect House, and still haven't received my order. Was told order was delivered, and sent delivery confirmation to a address in *******. I live in ***********. No other explanation other than, something went wrong. At this point, I want my money returned asap. Poor customer service, and concern for the consumers. I want my money back. I have all the emails and a copy of the bank transaction statement, that I will be mailing to the BBB offce listed below. I did get one item from Pawfect House, that is not properly made, however I am not interested in trying to return it, I just don't have any trust that this company will fix it and return it to me, so I will take the lost on this one item, however the other 2 items that I didn't receive, I want a refund ASAP. I will also CC these documents to my local BBB office. Thank you so much for your help in this matter. It has been horrible for me. These items where ordered after losing a welll loved pet, and the fact that this company has been nothing but a problem is horrific. *************************.

      Customer response

      05/20/2024

      Hi Sir. ****** note that I also sent via US mail copies of all text messages that I received from  "***** " at Pawfect House,  as well as a copy of my bank statement that shows that I paid for items that I have never received.  The amount of items I  sent where numerous,  and I  couldn't get  them to upload on your website. Thank you for your time and help.  *************************. 

      Customer response

      05/22/2024

      Documents attached from consumer

      Customer response

      05/26/2024

      I received a $9.99 refund in my account on May *******. I. Pa I d for items that I still  don't have.  Please advise. Karan Hubbard 

      Customer response

      06/24/2024

      This company is ridiculously practicing poor relationships with potential customers.  Not only did I  not receive  items I ordered and paid for. This company only sent me a refund od $9.99, on a ****** order. Never again will I purchase products online. It's disgraceful,  disappointing, and shameful.   Consumers seemingly are on their own,  when buying from these online stores. 
    • Complaint Type:
      Product Issues
      Status:
      Unanswered
      On Wednesday, May 1, 2024 I received the order I placed with Pawfecthouse.com on April 24, 2024. An item from the order was damaged due to the subpar shipping container used. I contacted the vendor 5/1/2024, submitted photos, and requested a refund.On May 3, 2024 the vendor responded offering a replacement. I responded that I preferred a refund. The vendor followed-up on 5/4/2024 offering either a replacement or gift card as my only options. This is unacceptable, as I did not want a replacement, nor a gift card, as their merchandise is very low quality and not as their advertisements depicts. My only request was to be refunded for the damaged item (they shipped a ceramic mug in a plastic bag).Pawfecthouse.com refused to refund $27.51 for the damaged item, and blocked my email address from their server, as my emails are now being returned as "undeliverable" as of today, May 15, 2024.

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