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Business Profile

Pet Supplies

BarkMute

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Supplies.

Complaints

Customer Complaints Summary

  • 22 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/26/2023

    Type:Delivery Issues
    Status:
    Unresolved
    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 received the collar on March 15, 2023.

    Business Response

    Date: 04/06/2023

    We do not understand this complaint. The customer ordered, the item was delivered, now they want a refund?

     

    Please explain further.

    Customer Answer

    Date: 04/06/2023

     
    Complaint: 19854648

    I am rejecting this response because:  My complaint is that the product CAN NOT be used for dogs under 11 pounds.  Both of my dogs are under 11 pounds so it is useless for me.

    Sincerely,

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

    Customer Answer

    Date: 04/13/2023

    I would not have purchased the bark collar if the information on their order was complete.  It should have mentioned that the bark collar is only suitable  for dogs over 11 pounds.  Both of my dogs weigh less than 11 pounds so I would not have ordered the collar if I had known that fact.  So I have a product that is of no use to me and I would like my money back.  I hope that is enough information.  

  • Initial Complaint

    Date:03/04/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 with barkmute for a collar for my dog. This was on February 23rd. I received the total of 1 email confirming it. Their website says they ship their products in 2 days. Its now March 4th and I have not received a shipment notification. My order when I track states unfulfilled. Mind you. Barkmute have taken my money already, oh yes, they were quick enough to steal my money. I have emailed them 4 or 5 times asking for an update. All without answer. The collar was 30 dollars. Now that *** not seem like a lot. But its still no eh I paid for something which it looks like I will never receive and which the company seem intent on ignoring my order. Truly disgusting behavior.

    Business Response

    Date: 03/21/2023

    We did have an out of stock situation and we shipped orders out as soon as they came back in stock. This customer's order was delivered on 3/10/2023. 

     

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

     

    Best Regards,

    BarkMute

  • Initial Complaint

    Date:03/01/2023

    Type:Delivery Issues
    Status:
    Answered
    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 two collars and was charged immediately. Their website said I would receive the product within 2-7 business days. Its been a solid 10 days and my items still havent shipped. *** reached out three times and have been ghosted by this company. I will now file charges with my credit card company. Horrible customer service.

    Business Response

    Date: 03/13/2023

    Hello,

     

    We did have a delay in our shipping. We have included the tracking number below.

     

    *************************************************************************************************************************;

     

    Best Regards,

    BarkMute

  • Initial Complaint

    Date:03/01/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 February 23, I bought a barkmute collar for ***** which included a 12 dollar 2 day shipping fee. I have not received the product yet, and according to the tracking it hasnt even left the store. I have sent several emails to the company over the past few days to try and cancel or rectify my situation, but to no avail. Have not received any response from the company. I just wanted to cancel my order and get my money back.

    Business Response

    Date: 03/02/2023

    Hello,

     

    We had no previous communication with this customer until we received this complaint. We have canceled the order and issued a full refund. 

     

    We do not hold back cancellations or refunds once we are notified of a customer's wish cancel unless the order has already shipped.

     

    Best Regards,

    BarkMute

    Customer Answer

    Date: 03/02/2023

     
    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:02/27/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 just want to know when I will receive my order that I was charged for.

  • Initial Complaint

    Date:02/22/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 wife and I bought a bark collar from Bark Mute. This part is my fault, I placed an order and realized the payment method pre filled a previous address. I contacted bark mute and informed them about **** mins after the transaction was processed.I received a response not long after to inform I can "check" the status on a specific link - so this tells me it was an automated response, but I am uncertain as this email and the one following informed of barkmute support. I received an email the next day to inform that they could not change the address. I called my local post office and they informed that they would attempt to hold the package (this wasn't done - no fault of bark mute). I contacted bark mute and was told numerous times to call the post office after telling them multiple times that I had and I also have been informed the package did not reach it's destination. Their customer service *****. But they will make sure they charge asap though. I mean literally took 3 mins to see the charge, but apparently they hire folks without reading comprehension skills as the first email didn't even address my issue.

    Business Response

    Date: 02/23/2023

    Hello,

     

    We have many customers who want to change their address after placing an order. We are very happy to do so when possible. We do not hold orders when we receive them and they begin processing immediately so that we may get them to the customer in a timely manner. We have many customers who think that we don't do that fast enough. We try to please everyone but just because an order has not left our building does not mean that it is able to be changed. These are small packages and they go out in shipments of many packages so it would mean crawling through hundreds of packages to retrieve just one. 

    We have issued a refund to this customer, although against our policy. It was no fault of ours that the customer entered the incorrect address on his order. Once a package is shipped we do not have the ability to recall the package or track it ourselves. The carrier provides us the same tracking as the customer. 

    It is our goal to satisfy each and every one of our customers.

     

    Best Regards,

    BarkMute

    Customer Answer

    Date: 02/26/2023

     
    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.

    However, I will add. It is solely Bark Mutes issue that their customer service is severely lacking. Also the order was NOT shipped when I reached out and received a response that I can "look at my order" on a certain link, which as I mentioned before does NOT answer or even mention my original issue of the shipping. 

    Sincerely,

    Gage *****

  • Initial Complaint

    Date:12/21/2022

    Type:Delivery Issues
    Status:
    Resolved
    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 2 items from BarkMute 12/10/22. Credit card was charged immediately. First item arrived during shipping timeframe; second item has not yet arrived, and I've made multiple attempts to get a shipping date...to no avail. Multiple emails and completion of an online **************** form have gone unanswered, except for 2. The first reply was from an unnamed **************** rep on 12/15/22 who stated he/she would check with "logistics". Having heard nothing further, I emailed again on 12/19/22 in which I gave them 24 hours to get back to me with an update; otherwise, I would dispute the charge on my credit card and then provide a review accordingly. "******" stated, "I apologize for the lack of transparency, I am looking into this matter with our drop ship warehouse. I will do my best to get an answer today". I've heard nothing further, even though it's well past the 24 hours. Unfortunately, this was my first order with BarkMute and I only discovered within the past few days that there have been complaints filed against them with the Better Business Bureau from other customers with various issues. My final email to them today was notifying them that I would post a review and then file a complaint with the Better Business Bureau because they simply could not take our money and not send the item.

    Business Response

    Date: 01/02/2023

    Hello,

     

    We ship from two different warehouses and they choose the method of shipment. Once it leaves the warehouse we do not have any information other than the tracking number to provide.

    We have provided a screenshot of the tracking and also have inserted a link below.

     

    https://barkmute.com/apps/parcelpanel?****=US0213374482

     

    We hope this satisfies our customer.

     

    Sincerely,

    BarkMute

    Customer Answer

    Date: 01/02/2023

     
    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:12/19/2022

    Type:Product Issues
    Status:
    Answered
    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 the product on 11/23/2022, I received shipping information on 12/7/2022 but still have not received it. I asked for a refund previously but I was told the order shipped and would need to be refused in order to receive a refund. Later that day I received the shipping confirmation. The tracking information states it has been at my local post office since 12/15/2022 but Ive gotten three different answers from the post office as to what the status is. My postal carrier believes its been lost, so I reached out to Bark Mute for a refund since I dont have a package to refuse to get a refund and the post office doesnt actually know where it is, and I still have not received a response from Bark Mute. I just want my money refunded, as I am clearly not going to ever receive the item.

    Business Response

    Date: 01/02/2023

    Hello,

     

    This order is showing as delivered. We cannot be responsible for all lost packages. If it is returned to us and we get a notification we will provide a replacement or a refund. The customer needs to file a claim with the posti office.

     

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

     

    BarkMute

  • Initial Complaint

    Date:09/25/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 with BarkMute on 8/26/22. I never received a confirmation email confirming that my order went through. A few weeks after placing the order I was no longer in need of this product. Again, I was unsure if they even received my order so I reached out to them via their online contact form (the only way to reach them) and requested that my order be cancelled. Weeks later, I had not received a response from them that my order had been cancelled but instead I received an email saying that my order had been shipped on 9/14/22. I just received my order today, 9/25/22. It arrived in a terribly packaged box. I still have not received a reply from their online contact form and I really dont need this product anymore.

    Business Response

    Date: 10/06/2022

    We have refunded the customer's money for this order although she did not comply with our return policies. 

    In the interest of resolving this we have issued a refund.

     

    BarkMute

  • Initial Complaint

    Date:09/20/2022

    Type:Product Issues
    Status:
    Answered
    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 purchased 4 barkmute collars... I was charged $84.80 on August 31st 2022.I never received an email confirmation. But my bank account was charged. I'd either like to have a full refund for lack of delivery.. or I'd like to receive the collars... Either way is fine for me. I'll be thinking twice before ordering anything online again...

    Business Response

    Date: 09/21/2022

    Hello,

     

    We experienced an out of stock situation. We were never contacted by the customer, if she had reached out she would have been given the information. The order has since been delivered. The tracking link is below.

     

    https://barkmute.com/apps/parcelpanel?****=92748902118847543479144265 

     

    Best Regards,

    BarkMute

BarkMute is NOT a BBB Accredited Business.

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