Complaints

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• Initial Complaint

  Date:02/13/2024

  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 have purchased about four sets of 12 of these pads since 2011. This last set has single stitching instead of overlapping stitching in the quilting. The ends curl up and will not lay flat so my Yorky cannot use these pads. The older pads will lay flat and are still in good condition. I contacted the owner by email and voicemail about four times over the last month with no response. I would like to be able to exchange this last set of 12 for some different pads. I have referred several people to this company in the past because of the quality that was excellent. However, the quality of these pads is different than they were in the past. Please be aware!

  Business Response

  Date: 02/19/2024

  Dear BBB

  We show this customer as having placed two orders with us totaling $133.00:  See screenshots below

   

  

   

  

   

  This customer made this purchase for washable reusable puppy pads in May of 2023.  See the order confirmation below:

  Due to the nature of the item, a puppy pad which is urinated on and washed over and over, we do not feel the customer is justified in

  Getting a full exchange on the used item.  Our order confirmation shows returns and exchanges will be accepted on unwashed, unused product within 30 days. We had no complaint within that time frame. We have offered a 20% discount on a repurchase and feel this is more than fair.

   

  Customer Answer

  Date: 02/25/2024

  I have tried on numerous occasions to contact Ms. Souza by e-mail and phone, trying to explain my reason for being dissatisfied with my most recent purchase of pee-pee pads. I tried giving her the benefit of the doubt, thinking she may be out of town or ill, so I waited for weeks in between leaving messages and finally resorted to contacting the BBB regarding my request for an exchange. The only response I received from Ms. Souza was after my complaint to BBB. 
  Ms. Souza has offered for me to make yet another purchase of pads, offering a 20 percent discount. She also stated that due to the nature of the pads being used as such and with laundering them that she cannot offer an exchange. As previously stated, I still have pads that were purchased from her as far back as 2011 that are still being used today. They have broken down a bit but are still functional. The recent set of 12 pads are the only ones that have been inferior in quality. When I go back and look at the pads received previously, they each have a quilted design that overlaps, therefore seeming to hold the 3 layers in place. This last set is stitched (quilted) on top with no overlapping of stitches. I am no expert but can definitely see the difference when comparing the 4 sets previously purchased from her. Since the stitching does not overlap, it is causing the 3 layers to slip and therefore curl up on the edges and not allowing the pads to lie flat on the floor – making them much smaller than they should be and my dog doesn’t want to walk on the pad due to it not being flat on the floor. 
  Offering a 20 percent discount on another set of 12 pads that may have the same issue is not very helpful. Not once has Ms. Souza addressed this concern. I actually see photos on her website which show the pads I am speaking of, with only the single stitching that does not overlap like her previous designs that worked so well. I would like for Ms. Souza to address this concern, as even if a new set of pads were provided – and still of the inferior quality- they would not be successfully used for my dog, or any other dog.
  Personally Paws has had in the past a very nice product and I hope that Ms. Souza will address this concern and go back to the previous way of making the pads functional for the pet. She stated in her last response that they are laundered frequently and that is one reason she does not want to offer a refund or exchange. These pads need to be laundered on cold with no drier sheets and I am well aware of these instructions. I also use baking soda as instructed previously. 
  My hope is that Ms. Souza will offer to exchange these flawed pads for some that will perform as the ones I have purchased 3 times previously through the years, or make this viewable to other past and possible future customers of Personally Paws so that they are aware of the changes that effect performance and how these pads hold up in the future. If Ms. Souza cannot offer an exchange, I would be happy to receive a refund of this last set of 12 pads that I purchased. 
  Lisa McFadden 
  Complaint Personally Paws #********