Complaints

This profile includes complaints for The Perfect Puppy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Perfect Puppy, Inc.

  1265 Chopmist Hill Road Scituate, RI 02857-1560

  
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  The Perfect Puppy, Inc.

  289 Cowesett Ave West Warwick, RI 02893-2280

  
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  The Perfect Puppy, Inc.

  13 Taunton St Plainville, MA 02762-2134

  

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:04/22/2025

  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.

  Date of transactions, 2/2/23 Amount paid ******** Business committed to a warranty in which they are not holding up to. This warrantee indicates that within two years theyll refund the purchase price with evidence of medical records, in condition of hereditary ********** 1/10/25, I emailed the Perfect Puppy after finding out about the defect. The business offered me a total of $131.65, which is half of the first eye doctor specialist visit. Its now been over 30 days that I have not received a response back from the Perfect Puppy. This puppy requires eye medication for the rest of her life, along with intensive eye procedure/examinations at an eye specialist veterinarian and the likelihood of very costly surgery in her future.

  

  Business Response

  Date: 04/25/2025

  On 2/3/23 ***** ******** had purchased a Mini Australian Shepherd from our Scituate location. Upon purchasing the puppy, she was told that her puppy had a smaller eye socket. Almost two years later, on 1/10/25 she had reached out to this location and stated that her puppy has "***** ocular dysgenesis" and stated that her puppy has to be on long term meds and could potentially need surgery in the future and wanted a full refund. After going over her vet summary, it stated her puppy would need a recheck in 6 months and needed eye meds daily. I did not see anywhere stating the dog potentially needed surgery. However it did say "we see this most commonly in Australian Shepherds, Collies, Shetland Sheepdogs, Great Danes, and dachshunds" Our warranty states "within the two years after purchase of the animal, a licensed veterinarian states in writing that the animal possesses or has died from a congenital or hereditary condition adversely affecting the health of the animal or requires hospitalization or non - elective surgical procedures. The perfect puppy does not cover breed defects" Our warranty only covers hereditary or congenital issues that are NOT common in different breeds because we cannot help what falls common in breed genetics. The diagnosis that her puppy has is common in the Mini Australian shepherd breed, especially the ***** coloring that she had purchased. ***** stated she was unaware of the coloring of the puppy she purchased and that this was a common "breed defect" in her puppy. Our staff is here to help with any questions at the time of purchase, but it is up to the customer to do their own research on what kind of dog they are purchasing since it is a lifelong commitment. ***** has occurred $262.33 in vet bills for this diagnosis that fell before her two-year warranty. Regardless of this not falling under our warranty guidelines we did offer to help out with this bill; she still wanted a refund paid in full. Even if this was something that was covered under our warranty, we do not issue a full refund upon request. The customer would have to accumulate veterinarian fees up to the purchase price within the two years to receive a full refund. ***** signed and initialed our warranty stating she understood our warranty at the time of purchase. Prior to this complaint, we explained why this does not fall under our warranty guidelines thoroughly to her as well. 

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [ Rejection response reason:  Business ethics, doing what is right, and being honest. Her genetic disease is specific to a *****. 
  
  The Perfect Puppy sold me a puppy, called a mini Australian shepherd. A ***** puppy is a type of Australian shepherd however, a unique bread that comes with genetic developmental abnormalities. My puppies genetic developmental abnormality is specific to a ***** and the Merles failure of the normal development of the tissue of the eye. Because of the uniqueness of a *****, the specifics of being a ***** puppy shouldve been disclosed at the time of purchase. Even more so of such disclosure after I questioned the appearance of her eye and asked for a list of defects, when the Perfect Puppy stated the vet has looked at her eye and its just a small eye-socket and you are covered under the warranty. 

  Contrary to the Perfect Puppy response, their contract does not state veterinary bills need to be accumulated within two years. I have highlighted and attached copies of what the warranty actually states. After learning my puppy is a *****, I learned that a ***** Australian Shepherd comes with a high probability of requiring eye surgery, being hearing impaired, and eventually becoming both blind and deaf; which may now also explain why my puppy doesnt hear well. The veterinarian total costs if this dog lives 12 years would be well more than quadruples the purchase price of the puppy. 

  Based on this information and in all fairness, I feel I should be entitled to reimbursement of the purchase price consistent to the warranty.]   
  
  Regards,

  *****