Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with this company on November 8, 2024. Upon check out, the promised processing time is within 48 to 72. It has been 2 weeks and the company still has not shipped out the order, I already paid in full for. I sent an email requesting an update on November 16, 2024 and on Monday, November 21, 2024, I received a response from customer service promising to ship out my order within the next business day. It has been another week and my order still has not been shipped. Subsequent emails to the company have been ignored. Because my order is an Advent Calendar for the holidays, I need to receive it before December 1st, otherwise the order, which was supposed to be a gift, will be meaningless. I would like a refund on my order.

  Business response

  11/30/2024

  Thank you for bringing your concerns to our attention. First and foremost, we sincerely apologize for the inconvenience and frustration this situation has caused.
  When you placed your order on November 8, 2024, our standard processing time was indeed stated as 48 to 72 hours. However, due to an overwhelming response to our Black Friday sale, we experienced delays in processing and shipping orders. We recognize how important timely delivery was, especially for a product like the Advent Calendar, and we are deeply sorry for not meeting your expectations.
  After receiving your initial inquiry on November 16, 2024, we promptly responded and communicated that there would be an additional delay of 12 days. Unfortunately, this did not align with your needs, and we fully understand why you requested a refund. Upon receiving your request, we canceled and refunded your order as per your wishes.
  Please rest assured that we are working diligently to improve our processes and avoid similar delays in the future. Your feedback is invaluable in helping us better serve our customers, especially during peak holiday periods.
  We regret that we were unable to provide the experience you deserved and sincerely hope to have the opportunity to serve you better in the future. If you have any further concerns or need additional assistance, please dont hesitate to reach out to us directly at ***************************************************** 

   

   

  Customer response

  12/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is regarding my complaint, ID # ******** against Lambwolf Collective. I am writing to report that this complaint has not been resolved, and the response provided by the company is untruthful. The company claims in their response that, "After receiving your initial inquiry on November 16, 2024, we promptly responded and communicated that there would be an additional delay of 12 days. Unfortunately, this did not align with your needs." In truth, the seller claimed in the aforementioned email that my order would be shipped within "the next business day." I waited for another FULL WEEK and received no update to my order. I sent a follow email and received no response to the email requesting an update, that is when I opened the complaint with BBB. This is a scam company. They will take your money and not fulfill your order. I recommend others to stay far away from this company. 

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

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered three items from Lambwolf for my 10 lb chihuahua mix. Shipping was $8.00 and the total was $52.11. Upon opening the package, I gave one toy to my dog and within 5 minutes he ripped a hole right through the material and the stuffing came tumbling out. My dog is missing many teeth and he is not an aggressive chewer. It was evident immediately that these toys are not meant for dogs at all. I contacted the company and they refused to refund my money for the damaged toy and only offered to give me my money back for the other two MINUS an $8.00 restocking fee AND shipping. In essence, their solution was for me to give them back the two toys, one they'll resell for $18 and the other for $20, and pay them an additional $8.00 (not including the cost of me shipping it back to them at my own expense). So they'll actually make $46 on my transaction and I'm out $34.68 for the cost of the damaged toy, the shipping fees and the $8.00 restocking fee. No wonder this company is staying in business when they should seriously have failed by now. They are ripping off their customers and should be shut down.

  Business response

  06/18/2024

  Thank you for sharing your experience. Were sorry to hear about the issue with your recent order.
  
  Our plush toys are designed with triple layers and reinforced fabric to ensure durability, but as with any plush toy, their longevity can vary depending on a dog's play style.
  To resolve this, we will issue a refund for the order.
  
  Please note that the restocking fee corresponds to the original shipping cost, which is paid to ******** for the original shipment :( Unfortunately, this is non-refundable.
  
  Thank you again for your understanding.

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They claim their restocking fee is to cover the shipping. However I paid for the shipping, as you can see here. They also claim that their toys have three layers of material. My dog is missing most of his teeth and was able to rip a giant hole in the product in less than 5 minutes. He has NEVER done that before with any other dog toy and believe me, he has several toys. We have a subscription to BarkBox for over a year and this has not happened with any of their toys.  I firmly believe this company is running a scam to dupe customers into buying a product that is not suitable for dogs, then when the toys fall apart as they know they will, their plan is to charge additional shipping and restocking fees to customers so they can make additional money and then resell the unused products. The bottom line is that the offer no recourse for a toy that is immediately damaged right out of the packaging and their return policy is a sham - they say that they charge a restocking fee to cover their shipping costs, when, in fact, I paid for the shipping. At the very least, I would like a refund for the two remaining toys of $28.88, however I don't feel that I should have to pay any more money to ship the items or to restock the items. In fact, I would prefer to donate these two toys to the local humane society. It's not my fault that their toys aren't suitable for dogs. It's their misleading advertising in which they minimize any negative and constructive reviews. I truly believe they are scamming people.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to express my dissatisfaction with a recent transaction I had with Lambswolf Collective. I purchased an item for my dog at a cost of $60, relying on the company's sizing chart for accuracy. Unfortunately, the product did not fit as described.Upon initiating a return, I encountered several issues that compounded my dissatisfaction:Return Shipping Costs: I had already paid for the initial shipment. I was also responsible for the return shipping costs.Restocking Fee: Lambswolf Collective informed me of an $8 restocking fee for processing the return.Sale Price Discrepancy: During the return process, I noticed the same item was now listed for sale at $45, less than the price I paid.Fee Waiver Condition: While the company offered to waive the restocking fee if I placed a new order, this didn't seem like a reasonable solution, considering the issues I had already faced.The result of this experience was that I paid $24 merely to find out the item didn't fit. This seems unfair, especially since the sizing issue originated from the company's own guide. While I found the product's quality satisfactory, the return process and associated costs were disappointing.I believe that the return and exchange policy, particularly the additional fees for a return due to a sizing error, is unfair to the consumer. This experience has significantly impacted my view of Lambswolf Collective and their customer service practices.I am filing this complaint to seek a fair resolution to this matter and to highlight the need for more transparent and customer-friendly return policies at Lambswolf Collective.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I placed an order on May 21 for items that were available on the website. A week later I received an email that the order shipped. Since that time, the tracking shows the product has not moved from the originator's warehouse. I tried to contact the merchant on 5 separate occasions via ********* email and through their website - but only received one response on June 1 advising me to continue to wait. I am frustrated by the delay in delivery and more so from the lack of customer service by this company. The order was a gift and due to their lack of responsiveness, I am going to miss the day I was to give the order as a gift.

  Customer response

  06/30/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Lambwolf Collective regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  12/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  This company is taking advantage of people. The company falsely advertised the products they were selling. They clearly stated the orders would be shipped within 5 business days. They took my money, and never shipped my item. 3.5 weeks went by. Then, they ignored my emails. When I reached out again, they informed me that they didnt even have the items that I ordered. I offered to discuss my order with them over a phone call and they refused. This feels like a big scam and should not be taken lightly.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I have placed an order with the business on 16 November. After not hearing anything about the order, I decided to contact the company at the end of November to see why my order hadnt shipped despite that fact that the allotted handling time had gone by. Instead reading my email and addressing the issue, I was informed about the processing and handling time. Something I was well aware of since I let the days go by before contacting the business. I explained to the customer service rep that I was worried that my order had been lost and that due to the Thanksgiving Sale, some items may now be sold out. Instead of getting a reply to my concerns, I received an email a few days that telling me about an item being out of stock in the color I had ordered, asking me if I was willing to change it for a different color. I agreed, because in my mind that meant that my order would finally get shipped. I was wrong. The next day I received another email informing me that yet another item was completely out of stock and that they were waiting for more items to come in, making this the reason why my order was delayed. On December 1, the same day I received the last out of stock email correspondence, I sent a reply going into detail about the problems with this order. When I placed my order everything was in stock, so had everything been handled the way it should have, there should have been no issues, but the company did not seem to care one bit, because I have still not received an email back. At this point I have to wonder what is going on? Is the shipping department at fault? Is their system not keeping up with what is actually in stock, leaving the customer hanging or having to pick a different version, if they still want the item they ordered. **************** obviously does not care to even read emails in detail. Regardless, this is not how a business should be ran. They have no issues charging you the money right away, but here I am 3 weeks later with nothing to show for.

  Customer response

  01/01/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Lambwolf Collective regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

*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. ↩