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Business Profile

Promotional Products

Top Dog Direct

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 28 total complaints in the last 3 years.
  • 2 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:07/31/2023

    Type:Product 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.
    This company's advertisement on TV states that for a purchase of 2 pillows, the shipping is free.At the check out, I was charged $8.95 for shipping cost. Company's check out is constructed in a manner that you can't "confirm your order" or back out of it.I placed the order on July 05, 2023 and because I was charged shipping I immediately e-mailed company at ********************************* asking why. Response I received was from "*********" stating that the customer service person will be in touch within 24 to 36 hours; that never happened, so I followed up with the second email on July 12, and received same email response from "*********", but no contact from the customer service staff.The merchandise arrived on July 12 and after trying the pillow for several days, I realized that it does not suit my needs.The company advertised on TV "90 day money back guaranty" for return the product; on website they say 60 days for a return.On July 26 I contacted company again on the same email as before to ask for return label and received same generic response from "*********" without anyone getting in touch with **** found a phone #**************, but when I called there was pre-recorded message but no one to talk to and the same with the number from TV commercial **************. I realized that there is NO way to contact this company and to return the merchandise for a full refund.So, this is a scam regardless that I did receive merchandise.

  • Initial Complaint

    Date:07/22/2023

    Type:Billing 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 call beactive plus on tv to get my wife a siatic brace for her pain...every thing is a recording on there end..they ask me if i want one brace press 1 for yes and 0 for no..i press 1..then they ask me about other products they have..press 1 for yes and 0 for no.,i kept pressing 0..they said the order went through..i use my credit card..the order was suppose to be for i beactive brace..about 30 something dollars..they charged me 98 dollars on my card..i was ******..that was food money...so i call customer service that was all a recording tell me about new products..i hung up..then i called a nother number ************ arbiration agreemenyt..i want to cancel the order the man said the credit card was no good they needed my bank card..sorry no...i know nothing about them.they are not getting it.all they had to do is stop the order refund my money to my credit card..now i have on food money..and i have to pay interest on that money they charged on my credit card...people should be getting the orders not recordings..thank you

  • Initial Complaint

    Date:07/12/2023

    Type:Product 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 purchased 2 pillows and a pillow case from this company. Very expensive pillows. They arrived and they stayed in packaging for over 2 weeks as I tried reaching someone in every way possible to get all details about returns before opening because they came with no return label, instructions of any sort. I emailed no less than 50 times and received only an automated response of they would get back to me with in 72 hours. That never happened. I attempted to call the number and had to sit through 10 minutes of listening to choices of other products to choose from, got to someone who only said you can return them but wouldn't give any information as to how. I tried emailing Top Dog & ********** separately. Endless tries of not getting through to anyone. It's been almost 2 months now and i'm at a loss of what to do. I don't understand the complete lack of customer support or if *********** supports this behavior but it's not okay even if they were $20.

  • Initial Complaint

    Date:06/20/2023

    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.
    Placed an order May 9. Haven't received product. Was just charged a second time. SCAM!!!

    Business Response

    Date: 06/21/2023

    One was an authorization charge, the other is the actual charge once the item ships. 

    Customer Answer

    Date: 06/21/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because:

    I was charged on May 6.  It was not just an authorization.  It was a charge.  And now a second charge.  And there has not been any communication about the item being shipped.  Both charges are being disputed with the credit card company.  
    Regards,

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

    Business Response

    Date: 06/22/2023

    If you already disputed through your card company, you will get your refund that way. Thank you.

  • Initial Complaint

    Date:06/01/2023

    Type:Order 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.
    On April 28th I purchased some pillows from this place with a total charge of $220.03. The orders number are **** and ****. I was told that I would receive these products within 8 days. I did not receive them so I proceed to send an email and all the response I got was from an automatic machine saying that someone will call me back. I waited and nobody called me. I sent another email and received the same response. After a few more days I decided to call them and I found out that there are about 10 different companies under the same phone number. Finally, I spoke with a real person and she told me the same response, someone will call you back. As of today, I have not received either the products or my money. That's why I'm asking you to please help out to get my money back. Thank you very much.

    Business Response

    Date: 06/20/2023

    Hi, this order is not in our system. Did you purchase through ***********? We are not associated with the *********** campaign.

  • Initial Complaint

    Date:03/22/2023

    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.
    Scam company fronting as a pillow company. I ordered pillows from them back in nov2022 and received half of my order I paid for. Fast forward 4 months, the company still doesn't have the inventory and will only offer to refund 40% of my money. They offer a 90 day money back guarantee, which clearly is false advertising. I have had multiple emails back and forth with them trying to get refund. They just keep delaying with other offers. Company needs to be looked into for fraud

    Business Response

    Date: 03/24/2023

    Hi we have inventory of this item. Did you order from us or a *********** or ******** campaign?

    Customer Answer

    Date: 03/28/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because:
     It is It has been well over 90 days since i paid for this product (pillows). I have been emailed 'offers to accept a percentage' of my order. I asked for my money back, the company offered partial credit. I was offered the remaining part of my original order and it still has not been delivered. The company clearly is not willing to do either thing. They have not refunded my money nor have they completed my order. Nuzzle pillows are a fraud!!!

    Regards,

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

    Business Response

    Date: 04/05/2023

    Hi we do not have you in out sytstem. Did you order from ******** or ***********?

  • Initial Complaint

    Date:02/20/2023

    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.
    On February 8, 2023, I was browsing the ******** website, ************************* reviewing their products. I selected the standard pillow and upgraded to king size for $20. Pillows were advertised with a 50% discount which came to $49.99 with second pillow at $10 off plus free shipping. I went to check out and enter my zip code and the total price came up to $150. I tried to go back just to take another look at the pillows and came back to the checkout and saw that the price had doubled. I was looking for a way to cancel the extra pillows in the cart but didnt find a way to do so. I then closed my browser and went back in and the price went up even more(tripled). I decided to completely close the browser and forget about it. I did not even hit the submit button as I could not find a way to modify the items in the cart. Today I saw charges for $601.86 in my bank account. I DID NOT AUTHORIZE THESE CHARGES!! To top it off I never even received an email notification from ************************* about order confirmation along with an order number (Bear in mind I did not hit the submit button to authorize the purchase). I have no receipt for a purchase, except for the charges on my bank account. This is FRAUD!!! I need my monies back in my account!!!. Why would I buy pillows for $600?!! I DID NOT AUTHORIZE THESE CHARGES!! Please return my money!!!

    Business Response

    Date: 02/21/2023

    Hi, we refunded this customer. It should reflect on your account in the next 5 business days.

    Customer Answer

    Date: 03/03/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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. 

    Regards,

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

  • Initial Complaint

    Date:02/02/2023

    Type:Product 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.
    I responded to a tv advertisement, that is still being advertised, for a Be Active+ leg brace that would combat sciatic pain. It stated a price of $29.99 for a deluxe brace, $8.95 for shipping and handling. It stated they had a double offer for an additional $10.00 for a second unit. First of all, I only ordered ONE!! They sent TWO!! I did not ask for an upgrade because it advertises (+) like it was automatic. When I received my credit card statement, I realized they had charged me $73.00 and change!!! How did the charges reach $73?? I was able to contact them by phone but got nowhere. The first call resulted in the clerk hanging up on me but the second guy at least listened. I was told everything from, "you have to buy them in pairs, to there is a charge for an upgraded version," They are clearly deceiving people, taking unauthorized charges from their credit cards and refusing to refund charges. This bullying mentality has to STOP!!! How many senior citizens are they scamming on regular basis? Also, I noticed there was no invoice. Well, of course not. They just want to take your money and have no paper trail. Please advise.

    Business Response

    Date: 02/21/2023

    Hi, we refunded this customer. It should reflect on your statement within 5 business days.

    Customer Answer

    Date: 03/02/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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. 

    Regards,

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

  • Initial Complaint

    Date:12/06/2022

    Type:Billing 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.
    November 29, 2022, I called BeActive Plus to order 2 knee bands. I spoke to **** to finalize the sale for $53.96 with $5.02 tax included. **** gave me an order number *******. The processing of the order will take 3-5days and the package will take 3-5 days for delivery. I agreed to that. On November 30, 2022, I see BeActive Plus deducted an additional $1.00 from my account. I called and spoke to ******* who explained the $1.00 is "preauthorization fee" to make sure the card I used had the available amount. That would have been okay but I expected it to be deducted from the $53.96 instead of an additional fee. I told ******* that $1.00 would be a reason for me to cancel the order. ******* said I could not because the order was already shipped and I could returned the order but I would receive a refund MINUS shipping and return fee. Either way I lose something. I said they did not disclose any of this information on their website or over the telephone. I feel BeActive Plus made an unauthorized charge to my account and I want my dollar returned to my account.

    Business Response

    Date: 12/22/2022

    This is normal practice. The authorization goes away.. we have to make sure the credit card is legitimate before we charge and ship.

  • Initial Complaint

    Date:09/13/2022

    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 from their website with no problems. Never received a shipping update, nor any way to track my order on the site. After receiving the item, I received an email from them stating they did not charge me sales tax at time of purchase and that they would be charging my method of payment on record. 1) you should not still have access to my payment information now that my order was complete. 2) I did NOT authorize you to take any more money. This was not my error, but your mistake. I am NOT responsible for your company errors. I will never do business with this fraudulent company again!

    Business Response

    Date: 09/19/2022

    WE are SO sorry, we did have an internal mistake- we are human too. We will get fined heavily if we do not go in and charge salestax. Please show some compassion in this situation as we are not a fraudulent company- rather a small business who makes mistakes along the way of running thing correctly.

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