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Tug and Go Dog Toys

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Tug and Go Dog Toys's headquarters and its corporate-owned locations. To view all corporate locations, see

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Tug and Go Dog Toys has 2 locations, listed below.

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    Customer Complaints Summary

    • 29 total complaints in the last 3 years.
    • 11 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/01/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 two dog toys on March 31st of 2025. I was immediately charged for the purchase and received an email confirmation that this company had received my order and it would be processed soon. A month goes by and I haven't heard anything so I send an email. I don't get a response. Three more weeks go by and I send another email with the information from a bank account stating that the amount was taken out but I did not receive my product and still nothing. Then I called and there was no answer in the mailbox was full. I've ordered from this company previously a couple of years ago and didn't have any issues. So I'm wondering what exactly happened with this company because it seems like this is a recent issue. I would just like my product to be sent to me or a refund. I don't think it's that much to ask from a company who still has a valid website up and is still accepting orders from customers. I use this company because they have a quality product and my dogs love them. But after this ****** I will never use this company again. I will be contacting my credit card company and disputing this charge after reading all of this information on this site.

      Customer Answer

      Date: 06/11/2025

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:05/21/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 double ring fire hose toy on April 24, 2025. According to an email I received, I was assigned order no. 4483 and the order website shows my payment, order number and a statement that it was "unfulfilled". I paid $22.95 which was immediately charged against my credit card. After multiple calls, and emails with no response I searched and found through the BBB site that I am not alone in being ripped off by this group. Fortunately I did not spend much, but I hate being taken advantage of, particular when reading their glowing reviews. I placed mine with a 1 and they would not post that.

      Customer Answer

      Date: 06/01/2025

      I have not heard from the business in response to my complaint. i apparently like many have had their funds taken without compensation or purchased product.

    • Initial Complaint

      Date:04/22/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 March 13th placed an order for $69.85 and received and email confirming the purchase. On the email it stated shipping in 5 to 10 days. On April 4th I submitted an email asking about the products and why hadn't I received them. I've received no response. I email both the email address on the website and on the order confirmation page I had received. On the website. There is a contact number that always states the voicemail is full and if I would like to send a SMS message which is just my telephone number. I've done each of the things multiple times. I was telling a friend about the situation and being over a month long issue. She checked the BBB website to find multiple complaints about not receiving contact from the company.

    • Initial Complaint

      Date:03/20/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      March 1st, payment withdrawn from account on March ********. The amount is *****. I ordered 3 tug toys. I have reached out by phone and emails with no return calls or emails. I would like my money returned. Order number #****. Its been very frustrating when you have no way of communicating with the company. I feel like I have been stolen from.

      Customer Answer

      Date: 03/31/2025

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:01/04/2025

      Type:Product Issues
      Status:
      Unanswered
      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 am beyond frustrated with my experience with Tug and Go. I had high hopes for their fire hose dog toys based on the concept and durability they promised. For Christmas, I placed two separate orders: one for two toys for my own dogs and another for two toys as gifts for my family members. While the toys for my dogs arrived as expected, the second orderthe giftsnever showed up.This might have been forgivable if their customer service had stepped in to resolve the issue, but thats where Tug and *********** completely fell apart. I have contacted them multiple timesvia email, phone, and textwithout any response whatsoever. Not even a courtesy acknowledgment that my messages were received. Its as if the company has vanished, leaving me with no way to resolve this issue or get my money ******* say this experience has been a disappointment is an understatement. The lack of communication is unprofessional and disrespectful, and it reflects poorly on their commitment to their customers. Im left without the ********************** I paid for and a sour taste in my mouth.If youre considering Tug and Go for fire hose dog toys, I would strongly suggest you look elsewhere. There are other companies in this space that offer similar products and are likely to care more about their customers than Tug and Go apparently does. Dont waste your money or your time on a company that doesnt value you as a customer.I cant recommend this company to anyone and will certainly not be giving them another chance. Steer clearyour money is better spent elsewhere.

      Customer Answer

      Date: 01/14/2025

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:12/02/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Ordered dog toys and owners process card for payment and never shipped products. Called and emailed and sent text messages all with no response. Businesses should not be able to operate

      Customer Answer

      Date: 12/13/2024

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:10/06/2024

      Type:Product Issues
      Status:
      Unanswered
      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 order about $80 worth of dog toys in early August. The website states that they will be shipped in 10 business day.. They processed my credit card payment immediately but never sent me the merchandise. I sent them several emails with no response. I also called them several times but each time I received the voice message that the voicemail box was full. I read on the BBB site that at least 20 other people had the same issue. This business should not be allowed to operate and their website should be shut down..

    • Initial Complaint

      Date:09/05/2024

      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.
      Order summary Durable Fire Hose Dog Toy: Dog Toys,Fire Hose, Firefighter, Dog Fetch Toy, Pet Toys,Dog Training 2 $39.90 Subtotal $39.90 Shipping $8.00 Taxes $0.00 Total $47.90 USD NEVER received these items

      Customer Answer

      Date: 09/19/2024

      I have not heard from the business in response to my complaint.

      I actually received a text from owner but no follow up

      I sent photos of  the text link definitely a scam!

      Regards 

    • Initial Complaint

      Date:08/10/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Ordered July 21, 2024 it is now August 10, 2024. They took the money from my account. Nothing shipped. No way to cancel the order. Ordered 6 dog toys. Almost $70. Does not respond to email, phone calls, or text. They used to be better than this.

      Customer Answer

      Date: 08/21/2024

      I have not heard from the business in response to my complaint. I had my bank refund the money to me and they have not responded to the bank about it either. 

    • Initial Complaint

      Date:07/06/2024

      Type:Product Issues
      Status:
      Unanswered
      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 three repurposed firehose tug toys on December 14, 2023 for $46.62 plus $10 in shipping and handling for a total of $56.62 and have never received any of my purchased items. I have reached out to the owner multiple times via email at multiple listed email addresses and even provided a review on the website indicating I had never received my purchase and was still waiting. When I log into my account, my order still shows as being unfulfilled. I would like my money back for items I purchased and never received.

    Tug and Go Dog Toys is NOT a BBB Accredited Business.

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