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:07/12/2024

  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.

  To Whom It May ********* am writing to file a complaint against Green Pet for engaging in untruthful business practices. I purchased a cool mat for my dog from Green Pet, which burst within a few weeks of use. When I contacted their customer service, they refused to take responsibility for the faulty product.Furthermore, I left a review through Judge.me (about three weeks ago), but Green Pet did not publish my review. It appears that they only publish mostly 5-star or a few 4-star reviews, which creates a misleading impression of their product quality. This lack of transparency is unfair to consumers like myself who rely on honest reviews before making purchases.I urge your organization to investigate this matter and ensure that Green Pet publishes all reviews, both positive and negative, to provide a fair representation of their products. Additionally, I request that appropriate action be taken against the company for their failure to address legitimate customer complaints.Thank you for your attention to this matter.Soudeh link to the company website: ****************************************** of purchase: April 22, 2024 Date of delivery: April 30, 2024 Date of first email to customer service: May 30, 2024 Date of published review on Judge.me: June 20, 2024 Order number: GPS-*****

  

  Business Response

  Date: 07/25/2024

  Dear BBB Representative,

  
  I hope this message finds you well. I am writing on behalf of The Green Pet Shop regarding a complaint filed with the Better Business Bureau concerning our Cooling Pad for dogs. We value transparency and customer satisfaction, and we take all complaints seriously.
  The complaint in question pertains to allegations that our product burst due to weight, without any direct tears or rips caused by the animal or outside causes. While we have the utmost respect for all of our customers, with respect to our product, we have sold nearly two million of these pads and this has never once occurred. We have dogs from 5lbs all the way up to 180lbs using our pads and this has never happened due to weight. Although our return policy clearly outlines that we cannot accept returns due to any tears or rips to the pad that were not a manufactures defect, our customer service team still offered to replace the customers pad at a 60% discounted rate as a sign of good faith.
  While we strive to address every customer's concern promptly and effectively, it is crucial for customers to cooperate with our customer service team to facilitate the resolution process. Regrettably, in this instance, the customer in question did not respond to our offer to replace the pad at a discounted rate before filing a complaint with the BBB.
  Additionally, the customer claimed that we only share positive reviews on our website. This is also untrue. Unfortunately, on rare occasions, customers who are unsatisfied with our product will post false or defamatory claims on our site, on these occasions alone we will personally respond to and remove the false claims. Otherwise, we uphold the integrity of our website, our reviews and our customers' opinions.
  We remain committed to upholding the highest standards of integrity and customer service. We have taken steps to enhance our customer support procedures to ensure that all inquiries and concerns are handled with the utmost care and professionalism.
  We would also still be happy to offer the discounted rate for a replacement pad for this Customer and even throw in a free cover for optimal protection of the product moving forward.
  We respectfully request that the complaint be reviewed in light of the information provided. We are confident that our actions have been in accordance with industry standards and regulations. We are fully prepared to cooperate with the BBB and provide any additional details or documentation as needed to resolve this matter satisfactorily.
  Thank you for your attention to this matter. We appreciate your assistance in addressing this complaint and maintaining the integrity of our business practices.

  
  Sincerely,

  
  ***********************, Vice ********** ***************************

• Initial Complaint

  Date:04/20/2024

  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 Green Pets "Cool Flash Pillow Pad" based off of the company's claim this product provides exceptional cooling relief and "lasts for up to 3 hours at a time", "no water, refrigeration or electricity" required, and "recharges automatically with ***** minutes of non-use". When it arrived, I took the product out of the box and had it lay flat out of the heat and sun for a few days before I decided to use it. I followed the company's instructions not to use in the sun or when it is hot outside (which makes no sense since when would you use it otherwise?) The evening I used it, the inside temperature in my house was 65 degrees Fahrenheit. Initially the product was cool to the touch but within minutes warmed up and was HOT and hurt my skin. I removed it and placed it on a table where I felt it and my boyfriend felt it and it was still HOT. Not room temperature, not cold, HOT. It took a few hours to cool down. This product is defective. I emailed the company since there is no phone number listed. I requested a return label and a full refund. The company said I needed to pay to return it for a refund, minus my shipping costs. I said I didn't agree and now the company is ignoring my emails. This is a company who is scamming customers out of their money with a defective product and false claims and won't stand by its own refund policies. Shame on Green Pet!

  

  Business Response

  Date: 04/22/2024

  To respected members of the BBB,
  
  I hope this message finds you well. I am writing on behalf of my company ********* Technologies regarding a complaint filed by customer ***********************. I want to make it clear that we value transparency and customer satisfaction, and we take all complaints seriously.

  The complaint in question by ************* pertains to allegations of false advertising regarding our Cool Flash Pillow product. We understand that individual experiences may vary depending on factors such as environment, however, it is important to note that ********* Technologies has diligently conducted thorough testing to ensure the accuracy of the information provided on our website regarding the performance and benefits of the Cool Flash Pillow Pad. We have sold thousands of cooling pads in the past and have many positive customer experiences/reviews regarding the effectiveness of this product.
  While we strive to address every customer's concerns promptly and effectively, unfortunately, at times, customers do not wish to reciprocate this cooperation to help us facilitate a resolution. Regrettably, in this instance, the customer in question did not provide the necessary information requested by our customer service agent to assess the situation accurately and offer appropriate assistance. Which we would still be happy to offer with ***************** blessing. For your convenience, I have provided screenshots of the correspondence with ************* and our Customer Service representative *****. You'll note that ***** was responsive, attentive and did her best to assist ************* based on our return policy.

  As a small family company, our customers and their satisfaction mean the world to us. We remain committed to upholding the highest standards of integrity and customer service. We have taken steps to enhance our customer support procedures to ensure that all inquiries and concerns are handled with the utmost care and professionalism.

  
  We respectfully request that the complaint be reviewed in light of the information provided. We are confident that our actions have been in accordance with industry standards and regulations. We are fully prepared to cooperate with the BBB and provide any additional details or documentation as needed to resolve this matter satisfactorily.

  Thank you for your attention to this matter. We appreciate your assistance in addressing this complaint and maintaining the integrity of our business practices.

  All the best.

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

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21603266
  
  I am rejecting this response because:

  The answer provided by the company is not direct, but an advertisement for their business.   They are not respecting my request as a paying customer.   They advertised and charged me money for a defective product.   They are not offering a full refund. 

  The company is telling me I need to pay to return it and won't refund me my initial shipping or return shipping.   I agree with many of the other customer complaints that this company is scamming customers out of their money.    They only have an A rating because they are responding quickly here, but ignored me personally and other customers when we complain direct.    The BBB should re-evaluate this company's rating.    I do not consent to my name being published, my location, my phone number, or my email in any public records.   

  I would like a full refund.   If the company wants the product back to inspect it, they should send a pre-paid return label.     It does not matter if you are a large company or a small one, if you issue defective products customers are entitled to a full refund.   If you falsely advertise a product and mislead consumers, it will attract the attention of state departments of consumer protection for fraud.    My money matters.    I am disabled and receive ******** and your excuse is that you are a family owned business?    Does that mean you are entitled to scam customers?    Absolutely not.   

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

  

  Business Response

  Date: 05/01/2024

  To whom it may concern and the members of the BBB,
  
  In regard to the recent complaint by customer ***************** regarding our cool flash pillow, we want to make it clear that we absolutely stand by our products. We also want to reiterate that our customer service representative did her very best to assist this customer within the guidelines of our return policy and ************* was unwilling to cooperate with our team. With that said, if she will agree to remove her negative reviews and her complaint with the BBB, we will agree to refund her for the amount of purchase.
  
  We wish ************* well and regret our product did not work to her satisfaction.
  
  Sincerely,
  *********************** and Green Pet
  Vice President

• Initial Complaint

  Date:07/14/2022

  Type:Service or Repair 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.

  Order was only half fulfilled and have been getting the run around about the remaining. I replied to a substitue request but have never gotten second shipment. I have attempted contacting company by email responses and phone calls but they will not talk. Just get redundant email questions and no result.

  

  Business Response

  Date: 07/15/2022

  HI there.

  Id like to start by saying that there has been email communications with the customer, and by her own remarks she states shes received email questions.  We have email threads regarding these conversations and there has been responses to her inquiries.  With that said I have tracking for the 5 medium - hunter green covers she is awaiting.   We had run out in our warehouse and am sending the rest of the order from our corporate office.

  Please see below the **** tracking number.  9305510944101398507332

  Id like to request that this complaint be removed once the customer receives the remaining part of her order.

  Thank you

  Alexandria