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:04/05/2023

  Type:Sales and Advertising 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 ordered 6 Books for children and my credit card was charged 3 times! Two on 3/22 $21.45 and $27.84 then on 3/28 $104.28! I have read the other complaints and believe me I had no intention to spending over $150 on this!!!

  Business Response

  Date: 04/08/2023

  ********, 

  I see that you have been in contact with our Customer Support Team regarding this issue and that they have cancelled the subscription and refund the charges associated with it. Certain of our discounted items include a free trial of our digital content with your purchase. After the order was placed, you would have received an email with instructions for accessing the content as well as how to cancel the trial if you werent interested. Since the free trial expired without a cancellation, you were billed the yearly subscription charge. We've done our best to ensure that the information concerning the free trial of our digital content is presented to customers multiple times throughout the shopping/purchasing process.

  Regarding the 2 initial charges that you saw, these were for the two 3-book bundles that you ordered. Each bundle showed as a separate charge, but the total was correct for the cost of the two bundles. 

  I hope this provided some clarification regarding the charges. Please reach out to us on our website, www.puppydogsandicecream.com, if there is anything else that we can assist with. 

  PDIC Customer Support

• Initial Complaint

  Date:03/30/2023

  Type:Sales and Advertising 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 ordered the 3 pack of Social-Emotional Learning books and the day after I received them, Puppy Dogs & Ice Cream charged my bank card OVER $100 for a subscription I did NOT sign up for!!! Very shady AND I had to cancel my bank card.

  Business Response

  Date: 03/31/2023

  Jan, 

  We've done our best to ensure that the information concerning the free trial of our digital content is presented to customers multiple times throughout the shopping/purchasing process. In addition, after the order was placed, you would have received an email with instructions for accessing the content as well as how to cancel the trial if you werent interested.

  
  Wecertainly don't want you to pay for something that you didn't want and won't use. I see that you were in contact with our Customer Support Team and all charges associated with the subscription were refunded and that it was cancelled as well. You should see the refund within 3-5 business days. If you have any other questions, please reach out to us through our help center at www.puppydogsandicecream.com.

• Initial Complaint

  Date:03/25/2023

  Type:Delivery 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.

  Around 3-1-21 I ordered 3 books and used **** card. The same day by another package I received 3 more books. I received Sit Stay Love: Seasons of Life: and God's Gifts, all that I had ordered. The other books I returned on March 6, tracking # ******** **** **** **** 38. I have heard nothing more from your company. My **** Card was charged for all of the books, more than double the amount I had intended in my order. Please let me hear from you and take this off of my **** Card. I will not be ordering from you again.***********************

  Business Response

  Date: 03/28/2023

  ******,

  Thank you for reaching out and for your feedback. After taking a look into your order, I see that two book bundles were included. The first bundle is the one that you originally chose to order. The second would have been offered to you as a discounted item prior to the checkout screen. It wont be added to an order unless the customer clicks the button saying YES, add it to my order!. 
  
  We understand that mistakes can happen and we have 30 day refund policy to help resolve issues such as this.Thank you for providing us with the return tracking number. I was able to confirm that the books are on their way back to us and I have credited you in full for the second set of books. 

  Please feel free to reach out if you have any further questions or concerns. If you need to reach us, simply go to our web page, www.puppydogsandicecream.com, and click on the chat icon in the lower right-hand portion of the screen. That will put you in touch with one of our team either via chat or email. We don't currently have phone support, but we are adding that soon! Thanks again for your feedback and I hope you have a great day!

  Customer Answer

  Date: 03/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:03/24/2023

  Type:Sales and Advertising 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.

  This company engages in fraudulent business practices. I ordered 3 paperback books for $20 from them and they charged me $150 including some membership that was not disclosed and that I did not sign up for. They did not even provide an order number or order total in my confirmation email for the 3 books I ordered. That should have been an immediate red flag that this isnt a company you want to do business with. I had to change my credit card number out of fear that they will just continue to charge me for things I did not order.

  Business Response

  Date: 03/24/2023

  ******, 

  Thank you for reaching out and for your feedback. After taking a look into your order, I see that two book bundles were included. The first bundle is the one that you originally chose to order. The second would have been offered to you as a discounted item prior to the checkout screen. It wont be added to an order unless the customer clicks the button saying YES, add it to my order!. 
  
  
  We understand that mistakes can happen and we have 30 day refund policy to help resolve issues such as this. You can send your items to the address below within 30 days from the date of delivery. Please include your name, email, and phone number with your return. Once the items are in-transit back to us, you simply need to contact us with tracking number and well proceed with a full refund. 
  
  
  Puppy Dogs & Ice Cream
  19655 ***********************************************************
  
  
  In regard to the subscription, we've done our best to ensure that the information concerning the free trial of our digital content is presented to customers multiple times throughout the shopping/purchasing process. In addition, after the order was placed, you would have received an email with instructions for accessing the content as well as how to cancel the trial if you werent interested. 
  I certainly don't want you to pay for something that you didn't want and won't use. I have refunded all charges associated with the subscription and confirmed that it is cancelled as well. You should see the refund within 3-5 business days. If you have any other questions, please reach out to us through our help center at www.puppydogsandicecream.com.
  
  
  PDIC Customer Support
  
  

• Initial Complaint

  Date:03/21/2023

  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 ordered books for my grandchildren under $40 but then was charged $97 for a product I did not want.

  Business Response

  Date: 03/22/2023

  ******, 

  I apologize for any confusion regarding this order. Certain items include a 7-day free trial of our digital content with your purchase. After the order was placed, you should have received an email with instructions for accessing the content as well as how to cancel the trial if you werent interested. I see that you reached out to us on 3/15 for assistance with accessing the digital library. This was before the trial period expired and we could have cancelled it for you then, before you were charged. 
  
  
  Since the 7-day period lapsed without a cancellation, you were billed the yearly subscription charge. I certainly don't want you to pay for something that you didn't want and won't use. I have refunded all charges associated with the subscription and confirmed that it is cancelled as well. You should see the refund within 3-5 business days. Please feel free to reach out to us if you have any further questions or concerns. Have a great day and thank you for your business!
  
  
  PDIC Customer Support Team

• Initial Complaint

  Date:03/20/2023

  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.

  03/02/23 I purchased a gift to be sent to my Daughter in ******** a three book set @47% plus an extra 20% and free shipping.Total I agreed to was $50.03 I was charged twice, $55.99. next time, same date and time the .total $106.00 I want half back..After contacting them several times, Their offer was to confuse **** want them to deposit the second transaction back into my account, and unsubscribe any future transactions their trickery linked my account with.Also for this company to STOP sending me more deceiving offers.

  Business Response

  Date: 03/22/2023

  ******, 
  
  
  Thank you for reaching out and for your feedback. After taking a look into your order, I see the two book bundles that you have mentioned. The first bundle is the one that you originally chose to order. The second would have been offered to you as a discounted item prior to the checkout screen. It wont be added to an order unless the customer clicks the button saying YES, add it to my order!. 
  
  
  We understand that mistakes can happen and we have 30 day refund policy to help resolve issues such as this. I see that you spoke with our Customer Support Team on 3/8 and they provided the instructions on how to return the unwanted items for a full refund. 
  
  
  If you need the instructions again or have other questions, please reach out to us through our help center at www.puppydogsandicecream.com.
  
  
  PDIC Customer Support

  Customer Answer

  Date: 03/23/2023

  I did not speak with anyone, I found it impossible to SPEAK with anyone.

  I sent these books as a gift, unbeknownst to me I ordered a second Bundle ?

  Why would I want two Bundles, to the same address? I ordered three books.

  I feel very uncomfortable, dealing with this ************* If my Daughter received two Bundles (I dont know whether or not she received one)

  I will have her return both, I want a full refund. As I told you in one of many emails  She has been in the hospital with her son not home.

  You Deceive people, I wonder how many people call you on it, or just let it go

  and you keep the money.

  Disgusting Business tactics.

  Business Response

  Date: 03/28/2023

  ******, 

  I see that the tracking information has updated on the merchandise that was sent for your order and that it is currently on it's way back to us. I have credited the full charges for the items in question and you should see the refund reflected on your end within 3-5 days. 

  PDIC Customer Support

• Initial Complaint

  Date:03/18/2023

  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 ordered a set of three books for my granddaughter for from puppy dogs and ice cream but received two sets and was charged double. I assumed it was my mistake and I would give them to my nieces and nephews for their children so no complaint was filed. Then I find out about 30 days later that they are now charging me $100 for a subscription to their digital library, that I have never authorized, I have not ordered, and want a refund for immediately. This is a scam company. In my opinion I saw in the complaints where others have had the same thing happened to them. This needs to be stopped!

  Business Response

  Date: 03/22/2023

  *****, 

  I'm sorry for any frustration that you experienced with your order. I see that you have contacted our Customer Support Team on 3/18 and they were able to assist you with a full refund of the subscription charge. As the agent explained in their response, some of our products come with a 30 day free trial of our digital content. This information is presented on a screen before you reach your checkout page and is also included as a line item on the checkout page. Once your order is placed, we send an email with instructions on accessing the subscription as well as instructions for cancelling it if you are not interested. 

  Regarding the additional books, during the checkout process we will sometimes offer additional books at a discounted rate. They are not added to your order unless you click to accept them. I see that our agent was also able to address this issue for you. 

  I hope that this clarifies things a bit and that all of your concerns have been addressed. Please reach out to our Customer Support Team if you have any remaining questions or concerns and we will be happy to assist. Thank you for your purchase. 

  PDIC Customer Support

• Initial Complaint

  Date:03/17/2023

  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.

  On Feb.4, 2022 I had purchased several books from Puppy Dogs & Ice Cream Inc in ************* and they included in their receipt an item that I can have access for free a digital library. Nowhere in the receipt did it say that it was only free for 30 days and after, they would charge me monthly for $9.95. To my shock, I discovered that they have been charging me monthly for a year now claiming that it was only free for 30 days. When i complained that I did not agree to this subscription, they sheepishly said they will refund me but said they can only do 180 days (6 months) but they actually only refunded me 120 days (4 months) worth. They have already charged me 12 months worth at this point. When I told them I want proof that i chose to subscribe to pay for that digital library, they said they can't show me screen shots, when i insisted, they gave me an order number of what they said was my original order which I caught them giving me a false one because I researched it in my history and it was my latest charge this year. So when they realized they were caught in their lie, they finally produced a picture of the receipt that had in addition to the package of the books, the access to the digital library with a 30 day trial period and order number. I researched the order number, and when I did, it showed that indeed it was the original receipt but they added the part of it being a 30 day trial period and that there was a charge of $9.95 because my receipt email with that order number clearly didn't have that part of the 30 day trial period and $9.95 charge and I showed them. I told them that what they are doing is illegal and unethical and that i was going to report them and that they needed to refund my money immediately. They haven't done so yet. I am willing to submit proof of all our correspondence in all of the above and my receipts. Businesses who operate like this should be stopped! They pry on people who are not paying attention to detail and transactions in their credit cards. Let me know if you need anything else. Thank you for all your help and swift response in making this right and upholding the value of doing good business. I have been dealing with a **************** of **************** and their CEO is *****.

  Business Response

  Date: 03/20/2023

  *******, 

  I am truly sorry that your experience with us was less that satisfactory. Our goal is for all of our customers to have a stress free, enjoyable experience when ordering from us. We have done our best to ensure that the information concerning the the free-trial is presented multiple times during the purchasing process. In addition to this, once the purchase is complete, we send out an email welcoming folks to their digital subscription. This email also contains instructions on how to cancel before the trial period ends and a charge is incurred.

  We are able to refund charges going back 180 days, but beyond that a refund will not go through. We have refunded the subscription charge going back for 6 months and you should see those refunds on your card soon. We will reach out to you via your personal email to discuss this issue further. Thank you for your understanding. 

   

  PDIC Customer Support

• Initial Complaint

  Date:03/16/2023

  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 ordered 3 books from Puppy Dogs and Ice Cream and since have been sent numerous packages of books and online digital downloads after unsubscribing from ALL of there products. I called my credit card company to stop charges from them. Thier policies are NOT geared for the customer, but rather on charging hundreds of dollars to their "customers" I feel like I am being scammed!! I will NEVER purchase anything from them again. BEWARE!!! I have had to spent over $30.00 to return books I did not order or want, AND I cancelled my subscriptions!! This company should be out of business from it's sketchy business practices, they are awful!

  Business Response

  Date: 03/20/2023

  ******, 

  I'm sorry for any confusion regarding this order. The free trial of our digital subscription is something that is included with many of our discounted items. Once the order is placed, then an email is sent out with further details on the subscription, including the process to cancel it. I do see that there was an error on our agent's part when processing a change to your order that caused the subscription to be added a second time. We will be reviewing this with the agent to ensure that this doesn't happen again. I see that our Customer Support Team has taken care of all of the credits that needed to be done. We truly appreciate your feedback and will continue to strive to provide the best customer experience that we can. 

  PDIC Customer Support

   

• Initial Complaint

  Date:03/15/2023

  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 was charged about $106 for a subscription I didn't ask for or even knew I had. I contacted them and they said they would refund the money back to my credit card but never did. From reading other complaints to BBB this is common practice for them and they are ripping people off. I want my credit card credited as I didn't ask for this.

  Business Response

  Date: 03/16/2023

  ****, 

  Thank you for reaching out to us. I see that you interacted with one of our Customer Support team members yesterday and they were able to provide you with the receipt showing that the credit was successfully issued back at the beginning of February. With everything showing that it processed successfully from our end, you would need contact the card issuer if the refund is still not reflecting on your account. Please reach back out to us if you have any further questions or concerns. 

  PDIC Customer Support