Complaints

• Initial Complaint

  03/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  An employee of pawtree ********************* ******** has been harassing me, calling me at all hours of the night and leaving fake reviews on my business page. Shes harassing my buisness and my personal life. I would like pawtree to take action as this has been turned over to the distract attorney and they have asked me to file a complaint with you guys.

  Business response

  03/28/2024

  Hello ******,
  Thank you for reaching out!  I did also receive your voicemail and attempted to reach you at the number you called us from but was unable. I left a voicemail letting you know I would also be reaching back out to you via this channel as well. Please note that the person in which you are making a complaint about is not an employee of pawTree. pawTree is a ********************* Meaning our sales force is comprised of persons who choose to enroll *************** and do so as independent distributors, that we refer to as petPros. This complaint will be reviewed internally against our Policies and Procedures and the petPro in which the complaint was filed contacted if determined that a policy was violated. 

  Customer response

  03/28/2024

  Complaint: 21497694
  
  I am rejecting this response because:

  the harassment has not stopped. It continues. I solely want the harassment to come to an end. She keeps using fake numbers to reach out to me.  
  
  Regards,
  
  *******************************

  Business response

  04/01/2024

  Hello ******,

  I hope you are well. During the call you and I had last week I explained how this person is not employed by pawTree and I made sure this was understood during the course of our call. As the contact is occurring outside of pawTree controlled channels I would again advise that you reach out to the social media platforms it is occuring on and/or your phone service provider as they may be better equipped to shield you from unwanted contact from any persons. If the unwanted contact continues we do advise that you follow ** using the legal channels in which you stated you had opened a case with. We, as a company, believe we have done our due diligence related to this complaint. 

   

  Thank you,

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

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I established my Pawtree account after purchasing a puppy. The breeder sent me a link after I completed my purchase of dog food with my own account, unassociated with anyone else. I logged into my account tonight to adjust my easy ship, and noticed my breeder name associated to my account which I did not authorize. Her name was added to my account after my purchase, and without my consent. I am not a fan of sharing my purchase information wi the other parties for privacy reasons. I feel this is an extreme breach of trust and of my privacy rights for my account with your company. ****** at Pawtree replied: We greatly apologize for the inconvenience. This is an MLM company and if a petPro recommends a customer, they are able to receive a commission. If a customer does not want a petPro, we can remove the petPro. petPros have no access to customer accounts, but we absolutely understand how this is upsetting to you! Your account has been terminated. The breeder soon after informed me shes a Pawtree investor. My point is my account was created with zero association to anyone, yet my account with my credit card number saved to the account for reoccurring orders, was accessed without my consent to link it to the breeder in order to receive a profit through commission. My consumer rights and privacy was breached by people not associated to my account without my knowledge. How is this legal?!

  Business response

  01/08/2024

  Hello,

  Thank you for reaching out and providing this feedback. pawTree's petPros are held to a code of ethics and as such are expected to conduct their businesses with integrity. Operating under that premise pawTree assumes positive intent of our independent petPros when they reach out to our Support team to have customer accounts moved under their sponsorship. While we do not suspect any ill will related to the petPro's request to have your account moved under their sponsorship, but perhaps a misunderstanding of intention, I have noted and filed your complaint in regards to this. 

  As stated in earlier communications with our team no sensitive personal data is shared with the petPro. Credit card information is tokenized in our system. This means that once entered into the system there is no access to the full credit card number, expiration date or billing address. I can confirm that per your request your account and all information related to it has been fully terminated within our system. This was completed on 1/4 at 6:37PM CST. 
  
  Please let me know if you require any further clarification about the information you've been provided.
  
  Best Wishes,
  
  ********************;
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer response

  01/09/2024

  Complaint: 21100537
  
  I am rejecting this response because: I exercised my right to establish a customer with ********************** without involving a PetPro, the Pawtree investor/breeder *****************. By Pawtree taking the action to connect my customer account with a PetPro without my concern violated my privacy by sharing transactions of purchases I made on Pawtree with  an unauthorized entity. All of which was done without customer knowledge and consent, which violated my consumer rights and privacy. 
  
  Regards,
  
  ***********************************

  Business response

  01/09/2024

  Hello,

  I understand your frustration and concern in regards to your account being moved under the petPro you purchased a puppy from. Based on private conversations between you and that petPro the error on the petPro's part when reaching out to request your account be moved under their sponsorship was acknowledged and per your email you stated you rejected the petPro's offer of $100 to "make it right" 

  Per your request and as stated in prior communications your account was fully terminated and is not tied to any sponsor within the pawTree system. Please let us know if you have any questions related to the actions taken to honor your request for full termination of your account.

   

   

• Initial Complaint

  05/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed a one time order for a dog relaxation supplement at a trade show, the representative filled out my order on a piece of paper and stated corporate would charge me when the order shipped, explained the return process and stated I would receive a coupon via text SHOULD I ever want to order in the future. The product did not work for my dog, I considered it a loss and didn't want the hassle of returning the product. Then 3 months later, I receive a charge on my credit card for $50 for a reoccurring shipment of the same product that I never authorized. The company went as far as to set up an account for me without my authorization with a password and everything. I want a refund and I want these unethical business practices to stop. How many other people have been scammed into "trying" a product to then be autocharged for something they never authorized. This is a MLM that unfortunately feeds off the ignorance of pet owners. I don't need further contact from the company, I just don't want others to fall prey to a smile and someone taking advantage of their love and care for their pets.

  Business response

  05/01/2023

  We are very saddened to hear that this customer had this experience. As a company, pawTree does not create or establish new customer accounts or recurring orders on a customer's behalf. We are, however, investigating the source of the account creation and take these concerns very seriously. This customer did not attempt to reach out to our customer support department at any time to take advantage of our Satisfaction Guarantee, nor did they reach out with any concerns when we sent an automated email one week prior to their recurring order processing. With that said, we have cancelled the customer's recent order and issued a refund back to their card. As a measure of good faith and to further stand behind our 100% Satisfaction Guarantee, we have also issued a refund for the original product that was purchased. All recurring orders have been cancelled and the customer's payment information has been removed from our system. We would strongly encourage the customer to change their password if there is a concern that someone else set up this account on their behalf. 

  Customer response

  05/01/2023

  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. While I understand I had the option to return, as I stated in my response, I chose not to be hassled with the process, my main concern was the fact that someone set up an account with my credit card information and a password that I was not made aware of. I hope they look into this further. 
  
  Regards,
  
  ***************************

• Initial Complaint

  11/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I'm so glad I left Pawtree as a rep when I did.It's been a nightmare trying to get my $***** refunded. Which I never did. ******, Manager of Customer Support and Compliance, simply chose not to respond to my last email. So much for customer service. So I shipped back 3 unopened bags, the box wasn't even opened of dental treats. I also shipped back another box that contained a 4th dental treat in the order. I was refunded for 3 but never the 4th. Oct 6 I started emailing ****** with support until Oct 29 with the manager never responded. I sent them the tracking number. I sent th,em the order number. I sent them screen shots of my credit card statement showing I was missing the ***** from the bigger box I shipped back. But that wasn't good enough. They needed the ORIGINAL order number. I told them there was no way for me to know what the original order was for the 3 packages, since they were back ordered sticks, they assigned a new order number for them, and the original orders didn't show which had back ordered sticks. Talk about how the mistake is on their end! So the emails ended with me saying "Don't you have record that i shipped back 3 dental sticks? Don't you have record that the largest order i shipped back was from an unopened box I never got, that was either missing ITS dental sticks back ordered OR contained the dental sticks = meaning 4 sets of dental sticks? Don't you know that the 3 seperate dental sticks I shipped back would not be part of the large order? Don't you understand I am missing 1 order of dental sticks refunded?" So yes, never waste your money with them. Once you are no longer a rep, they don't give a c*** I now give my dog (FB - Sunshine The Chweeine) 1 drop of black seed oil on her dog food when she's eating, with HB Naturals. It can help their teeth, joints and allergies. Read more on my site ChristianBossBabe.com ??

  Business response

  11/23/2022

  We are very saddened to hear that this customer did not feel her concerns were addressed appropriately. We have a 100% satisfaction guarantee and we absolutely stand behind that guarantee.  According to our records, we have processed refunds for all items that have been returned to us, and we requested further information from this customer to determine if there is any additional refund this customer felt was missing; however, the customer was unable to provide additional details. After further and careful review, we see that this customer's large order (#********* was fully refunded in two parts. The refunds were already processed on orders ******** and ******** in the amounts of $27.80 and $96.27 for a total refund of $124.07. As a measure of good faith and to further stand behind our 100% satisfaction guarantee, we have processed a refund for an additional bag of dental sticks as a courtesy.  

*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. ↩