PawReviews 193

Do not buy from this company. Orders billed but not received; customer service never answers, emails are not returned. AWFUL!

I got the dog bed cover, which I tried and am still trying to return. I've left 3 VM messages but nobody calls back. They are deducting $30 to return the item.

I ordered a blanket & made a mistake on the shipping address. I realized the mistake and sent emails/called immediately after submitting the order to get the address updated before it shipped, but can not get a response from anyone. I now received confirmation the package has shipped & it is going to the incorrect address because no one would respond to me.

I absolutely love these products... here comes the BUT! BUT, in the last couple of months I have ordered several items, when they are finally delivered are great BUT orders that have been paid for are not sent, this is not a one off. The customer service people are next to impossible to connect with... One item took over a month to resolve (which FINALLY got resolved) and I now have another order that I made on September 30 that has yet to be sent and I cannot connect with customer service despite several phone calls and emails. It is a shame because I have about 10 items I have ordered in the past and love... This is no way to make or keep customers... I wonder what happened to this company? Initially they were great but now customers are ignored when attempting to get help.

ADDENDUM: I Finally got the problem resolved. It took my 3rd or fourth CSR to actually follow through, but this one figured it out right away and now we will see if it arrives. I do have a tracking number. C'mon PAW! I love your stuff but cannot support crappy service. Maybe they now are getting it together!?.

I ordered a bed for my elderly dog, because his got a hole in his. Placed order on October 12,2022. They sure were quick to bill my card, but now my dog has been sleeping on the floor and I can't get anyone to respond.
Will not be doing business with them again.

I got the wrong size of blanket and i want to exchange it but no one answers calls since 3 days and no one replied to my emails. AVOID.

Ordered two throws and only received one, nobody gets back to you and on the rare occasion somebody does they are so rude and unhelpful. Would definitely not recommend them. Still waiting on my second throw, refuse to reimburse too!

Ordered a dog bed with 2-4 day delivery and 2 weeks later have not received. Multiple calls, voicemails and emails have not been returned.

As with others, I wish I had read reviews ahead of time. I placed an order weeks ago and it is just sitting "confirmed". No known ship date exists and no information was provided that the product I purchased would not be immediatly available for delivery. Had I known it wouldn't be delivered within a reasonable time of ordering it (or if the product was back ordered) I would have gone to a brick and mortar store or chosen another vendor. Upon trying to contact PAW.com to get a status report or cancel my order, I've received zero customer service (as in, no one has responded to multiple emails, phone calls, or call backs).

*Update: within 24 hours of posting negative reviews, I had a response from the company and a resolution to my issue. It wasn't exactly what I requested (so they still aren't listening to me) but it at least it acknowledged my problem. I'll up my rating, but only because I'm not completely out of my money and there is still a chance that my product is good.

I've left 5 messages and also emailed twice regarding an issue I have with one of my blankets. Help me!

Edit: I have received my package 5 days later! Idk if the tracking label was just completely messed up, or something happened internally but I'm so happy I got it! I still didn't receive communication for paw customer service but the product I received was exactly what I ordered and I am so happy it's here.

Tracking said my package was delivered. Nope. I've tried calling the customer service line four times, emailing them- and absolutely no response. I've started an investigation with OnTrac and have reached out to USPS. I've never had a package stolen at this residence ever. This is a total scam and I'm disappointed. My sister has a large social media following, and my sister-in-law an account for her dog. They will be sharing about this so others can know.

They sent us a small blanket, if you can call it that, its more like a rug. We had ordered a large. No-one will pick up the phone in 4 days and they do not respond to emails.
So, the blankets you see that look soft and draped/wrinkled nicely over couches and beds must be a mock blanket, what you get is this thick hard rug-like thickness. Of course its waterproof, you would have to have an elephant to seep through to the bottom.

My wife convinced me to spend nearly $190 and I get thier small size which is useless to me since we need to cover an 80in couch. At this point I hate these people, I hope that was the marketing they wanted because they seem to have bad reviews EVERYWHERE, with good reason.

And next we'll go to Amazon reviews and the BBB as companies like this deserve the TRUTH about their terrible business practices to be public so others dont get treated this way and duped out of their money.

In 2022 if you cannot provide BASIC customer service you are not professional enough or good enough to be in business. Consider instead to continue in your garage and sell on Ebay if you are going to work like you do. Although I dont think they will withstand the test of time.

I placed an order on 9/30/22. Part of my order shipped and I found that the billing and shipping addresses flipped. Since I had to update both twice during the ordering process I should have known it would still end up wrong! But my $400 order was placed and OF COURSE the item was sent to the wrong address. So I called and no answer but left a voice mail that was not responded to. I then sent 2 emails on 2 separate days with no response and I've been calling back to back today because I'm off and need answers. How is this even possible to run a company like this? So, save your money, time and prevent the hassels! Hey paw.com... if you see this and would like to help me, please don't advise that I (or anyone) call your customer service or email you because you don't answer. Here is my order number - *******. In the mean while I'll just keep calling and emailing to create a physical record.

*Update*
The company emailed a response on 10/20/2022 saying the matter is closed though it was never addressed and I still don't have my things! They emailed me that the items were delivered but I never got them. $400 worth of dog bed and blankets! I'm so disappointed!

I ordered a Paw memory foam bed back in 2019 and have been very happy with it. Recently the cover started peeling after many many washes so I decided to buy a replacement. It's been over 2 weeks and still hasn't shipped even though it was supposed to be in stock and only 2-3 days shipping. I first emailed to see what the estimated ship date would be in case it had gone to back order but it's been 3 days so far and no response so then I decided to try to call the support team. I left a voicemail yesterday and have not heard back and now when I call after hearing "Welcome to Paw.com" the automated voicemail says "no support staff is available to take your call" and it's 11am central time on a Thursday. I'm clearly not the only one experiencing this after reading many reviews and am just very disappointed. I'm now also worried I'll never receive the cover after reading what others have said.

Whilst we are personally not satisfied with the Dog beds (we need a waterproof not water-resistant bed for our elderly sick dog), "paw" has accepted the return - the beds are in a "like new" condition. It appears their customer service is improving. Try to reach out to them via this site and you will receive a response.

I placed my order online via PayPal for the XL/Giant dog bed.
Immediately after getting an email confirmation (25 minutes), I tried calling them at *******865--NO ANSWER
Sent an email to *******@paw.com requesting the order be cancelled.
I went online and placed a 2nd order for the Large dog bed, within 30 minutes of each other

The next day, I received an email that Giant bed was shipping. Called and spoke to Maurice/Morris who advised he could not stop the shipment, but he would send me a return label that I would get in 5-7 days.
Received the bed, NO label sent.
Tried calling 800 number, NO answer.
Resent my cancellation email asking where label was---NO RESPONSE
Called again the next day, sent another email--NO RESPONSE or ANSWER
Contacted Paypal for help resolving because at this point I think the place has closed their doors.
Called again and finally got Maurice/Morris--asked him where was the return label. He advised since I had contacted Paypal he could NOT help me. I reminded him that over a week ago he was sending me a return label, and they had not been involved at that time. He immediately got defensive and HUNG UP the phone on me?!? Who does that?

I notified GMA who featured their product on their show, which is why I purchased from them.
This company has failed miserably when it comes to customer service.
They are rude, unresponsive, and unprofessional.
Had I read reviews about this place prior to placing my order, I would never have given them my business.
Paw.com may make a decent product, but how you treat your customers will put you out of business faster than anything.
Im the operations manager for a multi million dollar company, and I would fire every employee that mistreated a customer as they have done me.
All I asked for was a return label, which they advertise as part of their selling tactics, for a mistake I made.
* BUYERS BEWARE---BUY ELSEWHERE ***

I have been trying to make an exchange via the website and paid over $100 in shipping to return the products I got to exchange them for different blankets. No one will answer the phone or get back to me about my exchange. I am awaiting a credit of $400, and I very upset that no one is contacting me. Their website chat doesn't work, it just says no one is online during what should be there operating hours. Why is no-one getting back to me?

Their products are not waterproof and they do not stand behind their 10 year guarantee. I spent $400 on products and they refuse to issue me replacements. None of my products are even a year old. DO NOT recommend this company