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:08/16/2022

  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 purchased a product braided bully sticks for my dog which always last three to four days per bully stick with a pack of three lasting roughly two weeks as I stopped purchasing from this seller as a result of when purchasing this item each stick would be gone in a matter of an hour and thought I would try and see if they had improved their product which they have not concerning order no. ******************* from ****** as I gave my dog ***** her bully stick this morning and it was gone in thirty minutes or less as bully sticks are not supposed to be nor are a treat as they are meant to and should each stick lasting for days as the previous seller with ****** I have purchased more than ten times over the last few months with ****** who can confirm their bully sticks last roughly two weeks a pack of three which is what I purchased from this seller and would like a refund to my credit card I used for this purchase ending in **** in the amount 32.17, immediately. I would also like to say a review left for this same product by a customer on ****** left this seller very negative feedback for the same product on July 18, 2022, saying, 'they lasted less than half an hour'. Terrible.

  Business Response

  Date: 08/22/2022

  Dear Better Business Bureau®,

  Thank you for your inquiry regarding complaint ********.  Regarding this matter we have the following information.  This consumer purchased a product on ****** and has provided ****** order ******************* in the complaint.  The ****** record indicates that order was purchased on ******’s website on August 7th.  The consumer would have paid ****** (not Premium Paws) for that order and the ****** team fulfilled the order.  100% of the transaction was with ******, not Premium Paws.

  The consumer sent an email to Premium Paws on August 16th demanding a refund.  The email was regarding the Braided Bully Stick made by Premium Paws.  The consumer expressed frustration that the dog treats are not lasting for days.  Premium Paws has never advertised that these last for days.  They are made from 100% Grass-Fed Beef and are free from additives, fillers, hormones, chemicals or preservatives. Our experience shows dogs love these treats and they are eaten before then.  We understand this consumer is looking for a treat that is longer lasting and we carry a variety of dog treats that may be better suited to their immediate needs.  We understand the consumer has buyers’ remorse and wants a refund.  We are also under the impression the dog enjoys the treat as they are being consumed as designed.

  Since the purchase occurred with ******, our team is unable to issue a refund.  On August 16^th we informed the consumer they need to speak with ****** as the purchase and payment was made with their system.  Our email response from that time is as follows: “Thank you for reaching out to let us know about your concern. We are sorry to hear these bully braids did not work out for your dog! Since you purchased it through ******.com, and not directly on premiumpawsco.com, the return request needs to be submitted on your ****** orders page. Thank you and have a great evening.”

  The consumer sent a follow up email to Premium Paws demanding a refund from Premium Paws or they would submit a complaint.  The email from August 17th states “I an the person who filed a complaint against you with the Better Business Bureau as I am going to dispute the charge with my credit card company if you do not provide me with a refund, immediately.”

  First, we need the Better Business Bureau to recognize this is extortion.  Premium Paws cannot force ****** to submit a refund as we do not have the consumer’s credit card or money.  We informed the consumer that they must connect with ****** regarding this order where they will be subject to ******’s return policy.  Premium Paws will not be coerced to pay a consumer just to avoid an unfounded complaint.  We hope the BBB agrees and recognizes the solution is not in our control.

  Second, we have proof that this consumer has purchased the same product from ****** three times in the past 90 days.  The first purchase was on May 23rd where there were no issues with the order.  The second purchase was June 2nd.  The record shows ****** issued a refund for this order.  The third purchase is the order from August 7^th of which we now speak.  Premium Paws does not control ******’s return policy, but the information implies a pattern of ordering a consumable product then requesting a refund from ******.

  Overall, we understand the Better Business Bureau seeks to build trust between consumers and businesses.  As a business, we have been upfront in communicating with this consumer.  We have explained the refund process is not within our ability as they paid money to ****** and not Premium Paws.  Given the information as well as the coercive nature of this complaint, we are asking BBB to be wary of posting this review.  We believe the negative nature of this complaint is unfounded, unethical and does not align with BBB policies.

  Thank you and best regards, Lauren

  Premium Paws Resolution Center

  Customer Answer

  Date: 08/22/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  Please, allow me to begin by thanking the Better Business Bureau for all of their help in this matter as the respondent is right in that I did purchase their item previously and may have been mistaken as to how recent or long ago simply stating to the seller the product does not meet the standards of most if not all bully sticks sold whether it be ****** or elsewhere as mentioned they not only made my dog ill shortly after my complaint was filed each of the three in the package were eaten as though they were treats in less than thirty minutes which is and should not have been the case as this purchase like the one(s) previously became a very expensive purchase for one to two days, please. I was provided with a refund by ****** as it relates to my previous order and thought I might try purchasing from the company again despite the bad experience where again their product was eaten in a very short time span within one to two days and thought they may have improved their product which is not the case as I have no knowledge of the process in making the item but something clearly is being done wrong having purchased from another seller both with ****** and elsewhere experiencing a far better result and assume product. I believe this seller is very much aware of their faulty product which it is by their most recent review with ****** and myself having done nothing to correct the problem as this complaint was filed after receiving no response from the company who provide no email, address, or telephone number to contact them directly and ask that the company and/or respondent file a police report with their local authorities if they believe a crime has been committed and may be best to make a more quality product in order to eliminate having these types of problems in the future. Thank you.
  
  
  
  
  
  Sincerely,
  
  
  
  ***** *********