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:09/24/2024

  Type:Product 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 ordered 7 collars from DrPaws. My cats wore them for 12 days. They are sold as working for 8 months. 2 cats have irritation all around neck. 1 has sores. They offer a 30 day money back guarantee. My first email I was told I get 100% refund immediately. Asked if I could send pics. I did and then they claimed ring around neck in pic was caused from fleas not collars so they wouldn't give me 100% back, only 30 % . Really? Only irritation is where collars is. And fleas are everywhere. So, had I not sent requested pics would I have got my 100% refund? Another time they claimed could not issue refund because I used the collars-they were opened. Duh! That's why I bought them. Several emails back n forth which I will attach. Edit: i can't figure out how to send email so i sent screenshot of 100% refund promise and 30% offer refund from my email. Along with ss of their guarantee. I have emails tho I can print and mail. Or forward to an email. All I want is my money back. Nothing for my pets suffering which they don't deserve from a product that "has never had a reaction" or compensation for their false advertising. Which should say hurting pets not helping. No resolution as of yet, still less than 30 days.

  Business Response

  Date: 09/28/2024

  Dear BBB,

  We sincerely apologize for any inconvenience caused to the customer. After reviewing the communication between our support team and the customer, we identified a misunderstanding regarding the return process. To prevent such issues in the future, we have since provided additional training to our support agents. As a gesture of goodwill, we have fully refunded the customer's order. We take full responsibility and are committed to improving our service to ensure a better experience for all our customers.
  

  Thank you for your understanding.

  
  

  Customer Answer

  Date: 09/30/2024

  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 but only because they refunded my money. 

   

  i don't believe they trained or are honoring their money back guarantee unless they are forced to.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:09/03/2024

  Type:Delivery 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 had purchased a flea collar in the beginning of July. It said it got delivered on July 17th but I never received the product. I emailed the company asking for a refund and they said since it said delivered I could not get a refund. After some back and forth the company sent me a picture of the package being delivered. The package was delivered to a completely different apartment complex. So, I had took pictures of the outside of my apartment and a couple of bills that had the correct adress on it and emailed it to them. They replied back with they can not give me a refund because the package did get delivered. They said they could send me another one but I would have to pay for shipping. The yellow apartment in the picture is where it got delivered to. The grey apartment is my apartment.

  Business Response

  Date: 09/08/2024

  We sincerely apologize for the inconvenience caused to the customer. After reviewing our records with the shipping company, we confirm that the package was sent to the wrong address. We have since issued a full refund to the customer. We also regret the delay in resolving this issue, which was due to our need to liaise with the shipping company to verify the situation. We value our customers and will continue improving our processes to prevent such issues in the future.

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 6/9/24. A flea collar with guarantee to kill fleas on my dog. I began using the collar and two weeks later I can see no improvement. My dog was still very bothered with the fleas. I emailed Dr. **** their response was asking me to send a photo showing the collar is not working. I did send several photos. The response to that was to give me two options. 1. Return the product to their warehouse in ***** and paying the shipping fee. Or 2. They offered a 50% refund and I could keep the collar. I responded back my displeasure with their options and they answered back to clarify they will issue full refund once collar is returned to ***** warehouse and they realize this process may be inconvenient and the shipping cost is why they offer a 50% refund if I prefer to keep the collar. (Why would I want to keep a collar that did not work?) I sent them a copy of their refund Money Back Guarantee that states you'll get a full refund. They clarified the original return to ***** for full refund or keep the collar for 50% refund. I responded about how we have been going back and forth and have heard nothing back since. That was Aug. 11, 2024

  Business Response

  Date: 09/02/2024

  We sincerely apologize for the inconvenience caused to the customer and for the way this matter was handled by our support team. We have issued a full refund to the customer as of **********. We recognize that our agents response did not meet our usual standards, and we will use this incident to improve our customer support processes. We are committed to ensuring a better experience for all our customers in the future.

• Initial Complaint

  Date:08/14/2024

  Type:Product 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.

  Purchased 3 collars for my cats and after a few days I sent an email to the company explaining my concerns. After several emails back and forth I have not heard back from them since 07/22/2024. I also sent an email to their dispute team on 07/24/2024 with no response as well.At one point they recommended talking to my vet about the fleas, not exactly a response you would expect from a company that states their collars have an 8 month protection period. The company offered a 30% partial refund which I would not accept. They offer a 30 day money back guarantee however they want you to send the items to ***** although the address on their website states *****. The cost to ship the collar to ***** from ******* was $40+

  Business Response

  Date: 08/15/2024

  Dear BBB, Thank you for bringing this to our attention

  We appreciate the opportunity to address this matter. The customer was initially informed that, per our return policy, they were responsible for return shipping fees. The customer refused to return the item, so we offered a 30% refund as a compromise, which was also declined. After reviewing the situation with management, we processed a full refund as a courtesy, allowing the customer to keep the item. We strive to ensure customer satisfaction and believe this resolution demonstrates our commitment to that goal.
  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 08/17/2024

  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.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:07/02/2024

  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.

  I purchased DrPaws *********** collars for my cats on May 2, 2024. After 1 week of wearing the collars, one of my cats developed ulcer-like patches under his chin. I took the collar off and took my cat to the vet. The vet confirmed that my cat had developed Rodent Ulcers from whatever the ingredients were in the collar.Upon confirmation from my vet, I emailed DrPaws Customer Support and explained the situation. I did NOT request a full refund, but on May 22, 2024 they sent me an email stating a full refund was granted.It has now been over a month of **** from DrPaws support communicating that they needed further evidence even though they had granted the return on May 22, 2024. I sent the original evidence and their email granting the refund, again. Now, they are changing their refund to 50% of the original cost, however, instead of sending confirmation of said refund processing they just keep emailing me to clarify what they have already sent in emails. There has been no refund pending/processing, just more emails.

  Customer Answer

  Date: 07/03/2024

  Although the business is DrPaws, when I submitted payment it displayed as Scale Storm LLP.  The contact info is listed on the pic feom my PayPal receipt. I included a pic of the product package that says DrPaws, and the PayPal receipt of Scale Storm LLP.

  Additionally, I received another email, today, stating a refund was approved, but no such documentation has been shared. They seem to be further delaying an actual refund to avoid any refund of monies. They have lied about their confirmed refund from 100%, changed it to 50%, and yet no refund process has been issued of any percentage. 

  Business Response

  Date: 07/18/2024

  Dear Better Business Bureau,

  Thank you for facilitating communication regarding the recent complaint filed by our customer. Upon reviewing the interactions between one of our support agents and the customer, it has become evident that our service did not meet our usual standards of excellence. We sincerely apologize for this oversight.

  To rectify this situation, we have issued a full refund to the customer. We are also reviewing our training procedures to ensure our team delivers the high level of service our customers expect.

  We appreciate the chance to correct this matter and are committed to improving our customer service.