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:18/03/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  ** *** *** ******** ** ****** * ***** **** ****** ****** ***** ****** * **** **** * ***** ******** *** **** **** ****** ****** ***** ****** *** ** *** ******** The first one lasted 7 years so of course they wore out. My second ones I bought two years ago and still in great shape. Now the ones I just bought November 30/2023 the Velcro is falling off so they cannot be worn
  When I emailed them they said it is not the
  Everest explorer coat which I have confirmed by the receipt and asking other stores about the coat and they said mine is definitely the Everest parka. ** *** **** ** **** *** ***** ** ********* * ******** ************ ******* **** *** ******* ********** **** ***** **** ** *** *** ****** * **** ***** *** ***** ******* ****** *** ***** ****** These are not cheap and I bought two. They both started by fraying Velcro now the Velcro is coming off. That’s jackets are like new. Worn only a few times and never even have been washed
  ***** ******** ******* ** ********* They say that they want customers to be 100% happy. * *** * ******** **** *** **** ***** **** ***** ****** **** *** ********* *** **** *** *** ******** ******** **** ****** ***** ***** ***** *** **** ****** ***** *** ******* I would say that Canada pooch parkas were the best. I thought that until I bought these two coats and they had Velcro issues. I just wanted them replaced not my money back. It could have been a defective batch made. Who knows. But when they are telling me that they are a different coats then what I bought and it’s says right on the receipt what coats I purchased. I even reached out to other dealers and they said my coats were the Everest explorer. Also where I bought the coats they didn’t have size I needed so ordered for me. As I said on the receipt it shows that I bought 2 Everest explorer coats on nov 30/2023. **** **** * ********* ******* ** ** *** *** ****** ** ****** **** **** **** **** ********* **** ***** ******** ******* * **** ** **********

• Initial Complaint

  Date:14/02/2024

  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.

  I bought waterproof booties from Canada Pooch. They did not last even a month before they started to leak and my dogs paws were all wet. Jackie - CP customer service wanted to send out another pair to make right. I asked if I can purchase the winter boots instead of the rubber boots because they didn't last more than a week or two. I would pay the difference. She came back and asked me if it was okay to send out the winter boots in size 2. I replied yes and how much do I owe you? Never heard back from her or any other person at the company.
  
  The quality of all their boots is very poor and they are charging top dollars for these. I bought 4 pairs of boots from them and today only one pair is okay. The don't last. You can't reach them by chat, email or phone.

  Business Response

  Date: 26/02/2024

  Customer reached out on January 15, 2024, stating an issue with boots they had purchased. We had offered them a replacement item of their choosing. Customer advised they "would like a full credit applied to the winter boots". We responded advising that we would happily ship them the boots of their choosing on January 22, 2024 at 12:37pm EST. We had asked them to confirm the size and colour they wanted to receive at that time and have not heard back.
  
  We are still happy to have these replacement boots set if the customer would please confirm the above.

  Customer Answer

  Date: 26/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I responded immediately accepting the offer they made. I offered to pay the difference in price as well.  I sent several emails after January 22 and not one email was responded to. I'm more than happy to send a copy of every email sent to them.  

  I would like to settle this by having them send out the booties they promised in size 2. If they want the $10 difference, I'm good with this *** *** *** **** **** **** ***** *** ***** ****.  *** *** * ******* ****** ** ***** You can't reach them by email, phone or on chat. **** **** **** **** *********** 
  
  

  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:31/01/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 a pair of boots from this company January 19 2024. I received the boots on January 23.
  Upon receiving these boots and after one wear outside, the sewing around the velcro closures on 2 of the boots started coming apart. I sent pictures and an email to their customer support team on January 25 outlining these concerns and asking for a refund or a replacement. Their website states they respond to inquiries in 24-48 hours, but now it's been almost 5 days with no response. If you call their customer support line, it never goes through to anyone. Live chat never works. Email clearly doesn't work. **** **** ******* **** ****** ***** **** ****** ** *** ***** *** ********* ********** ******** **** *****

• Initial Complaint

  Date:20/12/2023

  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 reached out to the customer service team regarding sizing concerns for a product I ordered. I specifically mentioned that my dog wears size 12 in their other products and was advised to order the same size. However, upon receiving the item, it became evident that either the product was defective or their sizing is significantly inaccurate.
  
  When attempting to address the issue by calling the numbers provided on the website, a recording stated that they do not accept calls. Subsequently, I engaged in a chat conversation where I was informed that I could return the item, but a $7.00 deduction would be applied. Alternatively, I was offered a $52 credit towards new merchandise. This resolution is entirely unsatisfactory, given that the company shipped a defective product and now aims to retain 25% of the cost.
  
  In my continued effort to resolve the matter, I returned to the chat and requested a contact number to speak with someone. However, I was informed that they do not accept calls. I then inquired about the company's address, and customer service claimed they do not have one, assuring me that someone would reach out via email. Despite these assurances, no contact has been initiated.
  
  This experience has left me with the impression that this company may be operating in a questionable manner, and I insist on a full refund for the defective product I received.

  Business Response

  Date: 26/02/2024

  Customers inquiry was reviewed and customer was refunded on 02/26/24. We recommend the customer donates the garment that didn't work for their dog to a shelter or rescue for another dog to enjoy.

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 placed an order with Canada Pooch, totaling $276.25. I received the order on 11/3/2023, and attempted to return the merchandise on 12/5/2023.
  
  When I reached out to Canada Pooch to return the items, I was informed that the return window had expired. Upon further outreach, I was informed that returns must be sent within 15 days.
  
  The required return window is not printed on the purchase receipt or shipping documents. On the company’s website under the FAQs, it provides the return policy; however, it does not state the 15 day return period.
  
  The company informed me that they have their return policy in two locations on their website, however, the terms and conditions are stated differently across those two sections.
  
  As a consumer, I was not aware that (1) they have their return policy in 2 different locations on their website; and/or (2) that they stated the information inconsistently across those two sections on their own website. * ******* **** ** ** * ********* *** ****** ********* As a consumer, I am entitled to clearly stated terms and conditions. * ******* ****** ***** ** ****** ** *** ***** ** refusing to honor my request to return the merchandise, particularly after I shared with them a snapshot of their own FAQs that do not atte the 15 day return policy.

• Initial Complaint

  Date:12/04/2023

  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.

  I bought a dog boots from them. After one use, the shoe is torn and unusable anymore. When contacted the customer care, they said it is a wrong boots size and refused to refund for the unusable product. So I am reaching to BBB to help to get refund. Thanks!

  Business Response

  Date: 12/04/2023

  The customer purchased a set of boots for their dog from us on November 27, 2022.On January 12, 2023, the customer reached out with a concern that their dogs boots have begun deteriorating. Upon inspection of the photo the customer sent us showcasing the issue of the boot, we determined that the boots were used improperly allowing for the dog to walk on the top part of the shoe, which is not intended. The only way this would happen is if a boot is sized incorrectly. We offer a 15 day return or exchange policy should a product fit incorrectly in addition to services over the phone, email, live chat, and virtual fittings to help customers ensure their products are fitted correctly if they are unsure as to their dogs size. As these boots were fit incorrectly and we were not contacted within the period that allows for return or exchange, these boots are not eligible for return or exchange. * **** ******** * ***** ** *** ********* ** *** ******* **** *** **** *** ** ** *** have indicated the time frame above in which we were contacted as well as our return and exchange policy.

  Customer Answer

  Date: 12/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The business is giving misleading information without reviewing the dates:

  Order date: Nov 27, 2022 (online order)

  Delivery date: Dec 8, 2022.

  I reached out to the business on Dec 21, 2022. 

  Jan 2nd is the last conclusion date. 

   

  The shoe is carefully bought as per the dimension in their website (especially it is an online order and Canada pooch charge money for return).

  I reached out to the business within 15 days of the receiving the product.

  Out of 3 boots damaged, 2 boots damaged on the wrong side (as the shoe flipped), 3rd shoe damaged with a hole on the sole side (bottom which is correct side) which will still allow the water to enter boots. So the product didn't last more than 1-2 use. 

   

  I appreciate if the business can review the dates/photos/conversation carefully and get back. 

  
  
  Thanks,
  
  
  
  ******* ***** *****

• Initial Complaint

  Date:17/01/2023

  Type:Customer Service 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 items from Canada Pooch back on 10/19/2022 that I eventually returned because they did not fit my dog. Upon making the return, I received a return label and by mistake put the return label on the wrong package containing two pairs of boots from another company ************. Once I realized what happened, I immediately reached out to Canada Pooch on 11/10/2022. They told me they had flagged the package at their warehouse and would get back to me when it was located and send me my package back. My package with their return label that had the wrong items in it reached their warehouse in NJ on 11/10/2022 ***** *********************** and shows it was "Delivered, Individual Picked Up at Post Office". I was issued a refund even though they technically did not receive their products, but instead two pair of boots from ******. I continued to follow up every week and was told they would let me know when they found them. I since sent them their products back to their warehouse and they were delivered on 1/7/2023 ***** *********************** and also states "Delivered, Individual Picked Up at Post Office". Since then this company has been completely stonewalling me, not responding to emails and going as far as deleting my messages on ********** Their chat feature was closed for over 3 weeks for the holidays and there is no option to talk to someone over the phone unless you schedule a service call, which I did on 12/20/2022 and no one from this company called me. I continued to reach out by email and messages on ********* and learned today that they have now blocked me. I have screenshots of other individuals with the same sorts of complaints stating they have reached out for weeks and have heard nothing from this business. *** ********* **** **** ****** **** ** ****** *** ******** ** ** ******* *** ** ******* ****** This company has accepted no responsibility whatsoever. Please let me know if you would like the emails/messages I referenced above. Thank you.

  Business Response

  Date: 06/02/2023

  Customer claims to have returned a package to us that did not include our items. We issued them a full refund for the items they claimed were being returned when we provided them with a return label. Customer then proceeded to reach out alerting us that they had mistakenly sent back an item not from our company. At this time, we are unable to locate the item this customer claims to have returned to us. We have issued them a refund in full, despite not receiving our original products back to us. 

  Customer Answer

  Date: 07/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I sent two packages to Canada Pooch. The first was a package containing items from a return that was intended to go to ******, which I by mistake switched the return label on. I immediately reached out to Canada Pooch regarding the mix up as well as providing the tracking number **** **** **** **** **** **. I then continued to reach out with limited response from their customer service for months, only to be told they never received the package. However, it was in fact delivered to the post office using their very own shipping label AND picked up by an individual at their company on 11/10/2021 as the tracking clearly shows. The package contained two pair of *** **** boots that totaled $657.18. I then sent another package in January with their original merchandise **** **** **** **** **** **, which was delivered and picked up by an individual at their company a second time on 1/7/2023. They claim to never have received either package even though they refunded me for the first package I sent them that did not include their merchandise. **** ***** **** *** ** **** ******* ** *** **** ****** **** ** ****** *** ********* I continued to reach out through emails with limited response as well as through social media which they just delete because it reflects negatively on their company. I also had a service call scheduled with the company in December which they never called into. Their chat is also frequently down even during business hours. ******* ************* *** ** *** ******** **** **** ***** ***** ***** ***** **** ******* ** * ***** ********* ** **** ***** ***** ******** ******* ** ************ ** *** *** ******* *** ** ******* ***** ******* ** **** ***** ***** ** ********* ******* ***** ****** ***** ***** *** *** ******** *** ** *** **** ****** **** *** ********* **** ******* ****** ** ********* ****** **** ******* sending them the wrong package was the most expensive mistake I’ve ever made* *** ***** * ******* ** **** **** ***  *** **** ******** ******** I now have been blocked by them as I’m sure have others. **** ** ** ***** *** ****** *************** **** ********* ********** **** ******** ******* ***** ** ** ******* ** ****** *** *** **** ***** ********* ***
  

   

  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:19/12/2022

  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.

  My initial order was placed on November 11, 202, for items for my dog, received November 18, 2022. When the items were received they did not fit properly. Canada Pouch advertises a free exchange on their website. On November 19, I booked an appointment with the company for a **** fitting meeting on November 30, which was missed ** ******* ****** I contacted the company via the support email to advise them of the missed fitting appointment on the same day, with a response also on the same day. I received a response via email from ******* ****** on November 30, apologizing and offering a new appointment time at my convenience. I responded with some times and date that worked. ******* responded that Monday December 5 would work, with no other communication or **** link from her and no further communication through email since December 5.
  I have contacted Canada Pooch multiple times during the posted hours of operation, through the telephone number posted on their website, the support email address and the live chat option but it always says they are closed.
  I tried to return my original order and proceed with a new order, but have been unable to make a return as the website tells me the return end date is December 5.
  I proceeded to place a new order following the sixing and measurement guideline posted on their website. Unfortunately, placing a new order I did not receive the sale price, have not been able to return my original order and I have still not been contacted by the company to address their **** ******** ******* *** lack of communication.
  I understand that this is a busy time of year, but the lack of Customer Service started on November 11.

  Business Response

  Date: 10/01/2023

  Customer initially reached out on November 18, 2022 and we responded on November 19, 2022. We were working with the customer to rectify issues on an order issue. It looks like initial follow-ups from the customer to us were filtered to spam. We have refunded the customer in full at this time for this experience and are investigating why their emails were being routed to spam. * ***** ** *** ********* ****** *** ** **** ******** ** **** *********
  
  ** ***** ********** *** ***** ** *** ***** ** ** ******** **** *** ********* ********* *** *** ****** ******* 
  
  Thank you.

  Customer Answer

  Date: 13/01/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********