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Business Profile

Book Publishers

Puppy Dogs & Ice Cream Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Book Publishers.

Complaints

Customer Complaints Summary

  • 362 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/08/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Is this company real? I placed an order for childrens books that totaled $47. When I was billed it was for $92. I returned the books according to their 30 day free return policy. The books were returned unopened. That was three weeks ago. No refund! But today I was charged $106. By the company.

    Business Response

    Date: 02/09/2023

    *****, 

    I apologize for any confusion regarding this order. Certain items include a 30-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 are not interested. If the the 30-day period lapses without a cancellation, you would be 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 see that you contacted us yesterday and one of our Customer Support Team members 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.

    In regards to your book order, we are happy to refund the charges as soon as we can confirm they are returned. I see that when you spoke with our Customer Support agent yesterday they requested that you provide the tracking number for the return so that we can confirm this. You may respond either here or on the conversation with our agent to provide that, and we will immediately process the refund. Please feel free to reach out to us if you have any further questions or concerns. Have a great day!


    PDIC Customer Support Team

  • Initial Complaint

    Date:02/08/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    There is a charge on my credit card for ****** from them and I have never heard of the company and never bought anything from them. When I try to call its a general mailbox and no live person

    Business Response

    Date: 02/09/2023

    ******, 

    I apologize for any confusion regarding this order. I show that you purchased some children's books from us on January 7th. Certain items include a 30-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 are not interested. If the the 30-day period lapses without a cancellation, you would be 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:02/08/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Placed one order 1/21/23 for some childrens books that I have received charged $76.60. now checking my card statement, received another charge from them dated 1/28/23 for another $97.00. I did not order anything else from them. I want the second charge refunded and do not want anything further to do with this company!

    Business Response

    Date: 02/08/2023

    ********, 

    I apologize for any confusion regarding this order. Certain items include a 30-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 are not interested. If the the 30-day period lapses without a cancellation, you would be 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 see that you contacted us today and one of our Customer Support Team members 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:02/07/2023

    Type:Delivery Issues
    Status:
    Answered
    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 in July 2022 and then my credit card was charged a month later over $103.00 to access some digital library that I did not order. I reached out to Paypal to dispute the charge. They denied it. I reached out to Puppy Dog and have never heard back. I reached out to Puppy again by email about accessing this digital video library that I strangely have never been able to even locate. This is a real scam as I have not heard back from this company and have absolutely no access to this supposed digital library that I was charged for. Yes, I received the three books, but was billed over $135 in total......those are some expensive kid books!!!!!! Now, when I see their ads continue to show on FB and other places, I really want to warn people against this scam.

    Business Response

    Date: 02/08/2023

    *******,

    I apologize for any confusion regarding this order. Certain items include a 30-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 are not interested. If the the 30-day period lapses without a cancellation, you would be billed the yearly subscription charge. When researching this, I was unable to find any emails from this email address regarding the subscription. I was able to locate your order and cancel the subscription so that you won't be charged in the future for a renewal. I attempted to refund the charge for the subscription, but due to the amount of time that has passed since the charge occurred (8 months), the card issuer will no longer accept our refund request. Please feel free to reach out to us if you have any further questions or concerns.

    PDIC Customer Support Team

    Customer Answer

    Date: 02/08/2023

    Their response

     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 are not interested.

     

    I never received any email with this option or instructions to access this digital library.   I have indeed emailed several times to their website and never received a response until I filed with BBB.  Now, all of a sudden, they respond.  Oh, and they can't refund it because it has been so long.  Yet they never responded to my inquires about A.  a refund for a product that I never agreed to purchase and B. If I have already been charged for it and can't get a refund, then tell me how to access this digital library that i wrongly paid for.  I can't even use it.

    Thank you for canceling.  However, send me my log in information so that I can at least use what I have been wrongly charged for.  Companies that do business like this should be stopped.  I loved the books, but unfortunately would NEVER recommend ordering them or anything for your company due to the dishonest way of doing business.  Enjoy your $103 that was wrongly gained.

    Business Response

    Date: 02/09/2023

    *******, 

    I am truly sorry that I am unable to refund this charge. I would suggest checking with your credit card issuer to see if they can do anything from their end. I am still unable to find any emails to our Customer Support Team under the email address that you've provided. Could it perhaps have come from another email account that you have?

    As far as your subscription, I can definitely reinstate access and set up a login for you. This may take a day or so since the subscription was cancelled. I will email you directly with the ** and password to access the account with. 

     

    PDIC Customer Support

  • Initial Complaint

    Date:02/06/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Last month I bought 3 books and this month I was billed on my Discover card for books that I did not order nor receive. I would like to be reimbursed for this charge of $104.04

    Business Response

    Date: 02/07/2023

    *****,

    I apologize for any confusion regarding this order. Certain items include a 30-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 are not interested. If the the 30-day period lapses without a cancellation, you would be 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 cancelled the subscription for you. I also saw that the charge was attempted but not successful, so you have not been charged at this time and will not be charged going forward. 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:02/06/2023

    Type:Delivery Issues
    Status:
    Answered
    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 books for my granddaughter from this company for my granddaughterand paid for them ands thought I was done. now the have billed me for another $99 for a digital something that i don't want and did not know was coming I even read the small print i thought, to avoid this.

    Business Response

    Date: 02/06/2023

    ******, 

    I apologize for any confusion regarding this order. Certain items include a 30-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 are not interested. If the the 30-day period lapses without a cancellation, you would be 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:01/30/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Got charged ****** on my card I did not purchase. Transaction 1/02/23.called number and it refers you to a websites. Tried website and it wont load. I want my money back!!

    Business Response

    Date: 01/31/2023

    ****, 

    I apologize for any confusion regarding this order. Certain items include a 30-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 are not interested. If the the 30-day period lapses without a cancellation, you would be 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 attempted to refund the charges, but I'm showing that we are blocked from issuing a refund. This can happen if a customer has disputed the charge through their bank or credit card company. If this is not the case, please reach out to our Customer Support Team from our website, ******************************. There is an icon in the lower right hand side of the screen you can click to get you in touch with an agent. 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

    Customer Answer

    Date: 02/01/2023

    I called my credit card company and they closed my account with a new one. They told me if I get a refund on old account it will be accepted and forward to my new account with no problem. My bank said they should try to resend my refund. 

    Business Response

    Date: 02/01/2023

    ****, 

    We have re-attempted the refund and continue to get the following error message: Could not issue refund. Processor returned: Failed to refund transaction.  This indicates that the refund is blocked from your end. We truly would like to refund this, but it is currently not an option. Please reach out to your bank again and let the know the issue that we are encountering. 

    PDIC Customer Support Team

    Customer Answer

    Date: 02/03/2023

    talked with my bank and this is whats happening. It is being put in as a charge on the companies end instead of a credit. The company needs to do a reversal of the charge on January 2,2023 as a credit and it will automatically go to my new account. Thank you

  • Initial Complaint

    Date:01/27/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Product NO.HJ8088 princess ********* took over 8 weeks to receive, over charged, and did not *********** kept falling off and battery only lasted a few seconds.

    Business Response

    Date: 01/27/2023

    ******, 

    I'm sorry that you are experiencing issues with this item, but are you perhaps reaching out to the wrong company? We are a children's book publisher and don't sell toys. Using your email address, I do see that you purchased some Christmas-themed books from us back in November. Please let me know if there are any issues pertaining to our merchandise that I can assist you with. You are welcome to go to www.puppydogsandicecream.com to submit a ticket and our Customer Support Team will be happy to assist. 

    PDIC Customer Support Team

  • Initial Complaint

    Date:01/23/2023

    Type:Product Issues
    Status:
    Answered
    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 about Santa and Christmas in the fall of 2022 for my great grandchildren for a total of $37 . The books are fine but the charge of $102 is not fine. I want my overcharge returned to me.!

    Business Response

    Date: 01/23/2023

    ****,

    I apologize for any confusion regarding this order. Certain items include a 30-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 are not interested. If the the 30-day period lapses without a cancellation, you would be billed the yearly subscription charge. I certainly don't want you to pay for something that you didn't want and won't use. After checking your account, I see that the complete amount has *** refunded back to you and that the subscription has been cancelled. 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:01/19/2023

    Type:Delivery Issues
    Status:
    Resolved
    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.
    was billed on my Discover card for books that I did not order nor receive. I would like to be reimbursed for this charge of $104.76.

    Business Response

    Date: 01/19/2023

    *******, 

    I apologize for any confusion regarding this order. Certain items include a 30-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 are not interested. If the the 30-day period lapses without a cancellation, you would be 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

    Customer Answer

    Date: 01/19/2023


    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,

    *************************

     

Puppy Dogs & Ice Cream Inc is NOT a BBB Accredited Business.

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