Reviews

Review Details

• Review fromCalvin S

  Date: 30/11/2024

  1 star
  Awful service. Couldn’t provide an estimated delivery date for 12 days after purchase (before the postal strike). In the email receipt they provide tracking information which guarantees updates within five business days. When I finally got an update I saw it would not arrive in time for me to use. When I reached out to them about this they refused to issue a refund and said I’d have to ship it back at my own expense. Apparently they are not bound to the promises made in the email receipt because their website says something different. But that information is not provided anywhere directly to the customer, you have to go looking for it. On the other hand, the timeline in the receipt is provided directly to the customer, and any reasonable person would assume that this information was valid. Horrible customer service, complete lack of accountability, ******** ******** **********

• Review fromMichael B

  Date: 30/11/2024

  1 star
  I was not shipped all of my items. Packages came over multiple weeks. At the end, when it was apparent that I didn't recieve my product, I contacted customer service. I was told that I needed to take pictures of all the packaging and items in order to "investigate". When explaining that I had not been storing the packaging over the last several weeks and that it was not possible for me to send them pictures of it, I was told they cannot help me with my order and that I was out of luck. It is a poor customer service model. * *** ** ***** ******* ******** ****** **** **** **** ** *** *** ***** **** ******** *********

• Review fromMichelle M

  Date: 27/11/2024

  1 star
  Haven’t gotten my shipment yet and I ordered with 3 day *** shipping. It’s been over three weeks and I cannot contact anyone or get an update about my order except that it’s “shipping from china”. **** ***** ** * ******

• Review fromJac Lynn S

  Date: 24/09/2024

  5 stars

  Jac Lynn S

  Date: 24/09/2024

  The first time I ordered from Spark Paws, I mistakenly ordered the wrong size. It was a hoodie for my greyhound. When I emailed them to do an exchange, it was a seamless process. My email was responded to right away. The customer service was awesome. So I got my new size and it’s perfect. The quality is top notch.
  So I ordered a second hoodie with a matching one for myself. And I just got them the other day. * *** ****** **** **** ******* ** ***** **** ****** *** ***** ****** ***** ** ****** *** ******** *** I was pleasantly surprised. It’s mid-weight, not too oversized, and very soft. *** ******* ** **** ** * ********* ** *** *** ***. So I’m VERY happy with my purchases.
  The only thing I didn’t like, was the fact that I had to wait longer to get it because it comes from China. But the quality and style of my items makes up for that.

  Spark Paws

  Date: 26/09/2024

  Hi *** ****,
  Thank you so much for your detailed and thoughtful review! We're thrilled to hear you and your greyhound love the hoodies, and we're especially glad the exchange process was seamless for you. We understand that shipping times can be frustrating, but we truly appreciate your patience. It’s fantastic to hear the quality exceeded your expectations — it means a lot to us!
  Thank you for being a loyal customer, and we hope to serve you again in the future.
  Warm regards,
  Spark Paws Team

• Review fromViktoriia N

  Date: 21/04/2024

  1 star

  Viktoriia N

  Date: 21/04/2024

  I had bought from this brand in the past, and it's always been a hassle with returns/exchanges. Last time, I ordered two hoodies for my two cats in size S and they were too small, so I exchanged for M. M was perfect. Now, I tried buying them 2 pajamas and ordered size M, since previously, that was their perfect size. Well, M would not fit by far and I asked for an exchange. I sent the 2 M back to them to exchange for L. They emailed me back saying they found a few hairs on one of the PJs (only after trying on my cat ONCE, label in tact etc) and tried charging me $7 for it as if they couldn't resell this item after brushing off the few hairs. Then they wanted me to pay $7 for a return label in order to send my replacement sizes, despite advertising free exchanges. With each email, new "rules" and "terms/conditions" kept comping up that aren't readily visible when just shopping. I finally gave up and told them to cancel it all and process a return instead. TERRIBLE customer service.

  Spark Paws

  Date: 25/04/2024

  Hi *********,
  Thank you for reaching out and sharing your recent experience with us. I apologize for the inconvenience and frustration you've encountered with your order and return process. Your feedback is invaluable to us, and I want to assure you that we take your concerns seriously.
  I'm truly sorry to hear about the difficulties you've faced with the sizing and exchange process. It's our goal to provide a seamless and enjoyable shopping experience for all our customers, and it's disheartening to learn that we fell short of meeting your expectations this time.
  Regarding the issues you encountered with the return of the pajamas and the unexpected charges for the hairs found on one of the items, I understand how frustrating this must have been for you. Our intention is never to inconvenience our customers or complicate the return process.
  Upon reviewing your previous orders, we noted that on November 10, 2023, you placed an order with reference ***********, and on November 11th, you requested an exchange for three items for a bigger size, which is complimentary as per our policy for the first exchange. However, during the processing of your exchange, there was an error in refunding the entire order instead of just the three items. Although we requested the return of the refunded amount, we did not receive any response from you, and the remaining balance was not returned.
  Now, with your fifth order, you mentioned that the pajamas did not fit and requested an exchange for a larger size. As this is your second exchange, it is no longer free. We offered you the option to return the item with you covering the shipping cost, or we could generate a shipping label for you, with the cost to be covered upon processing your exchange item. You opted for a prepaid label, which we provided. However, our policy dictates that returns are only accepted for items in good condition and unworn. Upon inspection, one of the pajamas had hairs on it, prompting a discussion about a $7 shipping fee. Despite this, we understand your frustration and have issued a refund for the returned pajamas without charging the shipping fee.
  We are committed to improving our customer service and refining our return and exchange process based on your feedback.
  Once again, I apologize for any inconvenience you've experienced, and I thank you for bringing this matter to our attention. We value your patronage and hope to have the opportunity to restore your trust in the future.

• Review fromCindy S

  Date: 10/03/2024

  1 star

  Cindy S

  Date: 10/03/2024

  Very low quality clothes, sizes run very small. poor return policy. Takes forever to receive their products. They do not care about their customers. ** *** *** **** *********

  Spark Paws

  Date: 22/03/2024

  Hi *****,
  ?
  ?We're sorry to hear that you're dissatisfied with your purchase. At Spark Paws, we aim to deliver high-quality products, and we apologize for any inconvenience you've experienced.
  ?
  We understand your desire to return the item, and our customer service team is here to assist you. Please follow the instructions provided by our team to facilitate the return process.
  ?
  ?If you encounter any issues or have additional concerns, please communicate them with our customer service team, and they will do their best to address your needs promptly.
  ?
  ?We appreciate your feedback and the opportunity to resolve this matter for you. Thank you for bringing it to our attention.

• Review fromVanessa M

  Date: 13/02/2024

  1 star

  Vanessa M

  Date: 13/02/2024

  I purchased a leash and collar set for my dog 9 months ago and last night the leash clip completely broke. I reached out to customer service and was told they only have a 6 month warranty and they classify this as regular wear and tear. Offered me a 10% discount on a new purchase. For the amount of money I spent one would think they would stand behind their product better, not sure how a metal clasp breaking is regular wear and tear. * **** *** * ***** **** *** ****** ***** *** ***** *** **** ***** *** ** ***** **** *** Wont be purchasing from them again...

  Spark Paws

  Date: 22/03/2024

  Hi *******,
  ?
  ?Thank you for your review.
  ?
  ?We sincerely apologize for the defect with the leash you received. At Spark Paws, we strive to provide our customers with the highest quality products, and it is disheartening to learn that we fell short of your expectations in this instance.
  ?
  Our customer support team is already in contact with you via email to initiate the process of resolving this matter. We appreciate your patience and cooperation, and we look forward to doing whatever we can to make things right.
  ?
  ?Please don't hesitate to get in touch in the meantime, with any questions or concerns.
  ?
  ?Have a great day!

• Review fromJohn C

  Date: 30/12/2023

  1 star

  John C

  Date: 30/12/2023

  Here I ordered a hoodie for my pitbull on 12/13/2023 thinking the company was in the United States but to find out they ship from China. I ended up ordering a hoodie off ****** from Spark paws and received before Christmas. The one shipped from China arrived in the state I live in on 12/22/2023 and still haven't received it yet if I knew the shipped from China would of never ordered it will never do business with this company again. ** * ***** **** **** ***** * ******

  Spark Paws

  Date: 22/03/2024

  Hi ****,
  ?
  ?Thank you for your feedback.
  ?
  ?We understand your concern about shipping from China.
  Our clothing is crafted in Guangzhou, China, with top-notch craftspeople ensuring outstanding quality. We carefully choose partners who align with our values on product quality, safety, and fair wages. Each Spark Paws product undergoes a meticulous selection and prototyping process to ensure perfection in material and sizing for you and your dog.
  ?
  ?To ensure transparency, we have detailed information about our products and manufacturing on our FAQ page. You can find more details by visiting this link: https******************************
  ?
  We understand your preference for American-made products, and we respect that choice. However, we hope you'll find the quality and craftsmanship of our items to be to your satisfaction. If not, just reach out to our customer service at *******@*********.com and we will be happy to provide options that work for you.
  ?
  If you have any further questions or need assistance with anything else, please don't hesitate to ask!
  ?
  ?Have a great day!"

• Review fromP. S.

  Date: 27/12/2023

  1 star

  P. S.

  Date: 27/12/2023

  Ordered a dog jacket 2xl size based on their online guide for measurements and added a little. This was for a medium sized dog. Received a jacket that would maybe fit a small or small-medium sized dog. Obviously was mis-labeled.
  Upon asking for a refund I was promptly told that was not going to happen. I could ship it back at my cost which was 40-50% of the cost or get a gift card to then buy what will probably be more faulty product.
  When asked for an exchange in sized they told me it was sold out.
  Basically now I'm out $60+ and won't order from them or any other company that won't stand behind defective product.
  Warning the product is made in China.

  Spark Paws

  Date: 22/03/2024

  Hi ****,
  Thank you for reaching out to us regarding your recent purchase of the 3XL size jacket. We appreciate your feedback and concern about the sizing.
  Upon reviewing your order, we noticed that you opted for the 3XL size jacket. We want to ensure that you have the best fit possible and would like to remind you that we have a comprehensive size guide available on our website to assist you before making any purchase. Our size guide provides detailed instructions on how to measure the chest and neck, or alternatively, you can find the size using the weight by breed.
  We understand that sometimes sizing can be tricky, which is why we're happy to offer a free exchange if the size is not suitable for you.
  Additionally, we see that you've opted to receive a store credit.
  Thank you for your feedback.

  P. S.

  Date: 26/03/2024

  Sure they offer a one time exchange but what they dont tell you is the have no stock onthe size you now need. Waited 4 months and gave up. ***** *******

• Review fromTanja L

  Date: 12/12/2023

  1 star

  Tanja L

  Date: 12/12/2023

  **** ** *** ***** ******* ** *** **** I RECEIVED MY PACKAGE NO INVOICE IN IT I HAVE TO JUMP THROUGH HOPES JUST TO RETURN A PRODUCT IF THERE IS HAIR ON THE PRODUCT YOU WONT GET YOU'RE MONEY BACK PEOPLE THAT HAVE DOGS YOU WILL HAVE HAIR ON YOUR HANDS SO YOU MIGHT SEE ONE OR TWO HAIRS THE SIZING CHART IS ALL WRONG AND YOUR PRODUCT COMES FROM CHINA NOT THE US AND IN CHINA THEY MAKE THE CLOTHES SMALLER THEN THE CHART THIS SHUOLD OF FIT MY DOGS BUT THEY DON'T EVEN STRECH LONG ENOUGH TO FIT DOGS THE LARGE AND EXTRA LARGE WILL ONLY FIT A SMALL DOG THEN YOU GET MONEY DEDUCTED FOR RESTOCKING AND YOU HAVE TO PAY SHIPPING COSTS TWICE ****** ***** ***** **** **** ******* **** THEY ARE DOING PEOPLE WRONG AND THE PEOPLE THEY HAVE WORKING DON'T UNDERSTAND ENGLISH.

  Spark Paws

  Date: 19/12/2023

  Hi *****,
  
  
  
  Thank you for your feedback.
  
  
  
  We understand your concern about shipping from China.
  
  
  
  Our clothing is crafted in Guangzhou, China, with top-notch craftspeople ensuring outstanding quality. We carefully choose partners who align with our values on product quality, safety, and fair wages. Each Spark Paws product undergoes a meticulous selection and prototyping process to ensure perfection in material and sizing for you and your dog.
  
  
  
  To ensure transparency, we have detailed information about our products and manufacturing on our FAQ page. You can find more details by visiting this link: ****************
  
  
  
  We understand your preference for American-made products, and we respect that choice. However, we hope you'll find the quality and craftsmanship of our items to be to your satisfaction. If not, just reach out to our customer ******* at *******@*********.com and we will be happy to provide options that work for you.
  
  
  
  If you have any further questions or need assistance with anything else, please don't hesitate to ask!
  
  
  
  Have a great day!

  Tanja L

  Date: 20/12/2023

  The people you have working for you clearly don't understand English when I asked for a return label it took me 2 hours to make them understand. They kept wanting to do an exchange ok it was free to exchange it but then I'm going to have to wait another 3 weeks to or more do to the holidays now . And that would put it passed the 30 day refund I told them not unless they had it in the us but there was nothing in stock in the us so I instead said I just want.to be refunded and return the product it should not taken2 hours to do this plus no phone number to call either it would of made it faster then do all this texting online so too my I a disappointed customer. I better get my money back I have all the tracking information that it was left with an individual.