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Business Profile

Pet Supplies

Snoozer Pet Products

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Supplies.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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:06/05/2024

    Type:Product Issues
    Status:
    Answered
    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.
    The Sherpa lining falls apart in the bed. So I ordered a replacement cover, and the Sherpa lining continues to fall out. I have a black lab, she wakes up with Sherpa lining all over her. I was the bed, Sherpa lining is throughout the washing machine. This is the second time this has happened. I also have the same bed downstairs for another dog, and the same thing is happening.

    The company has horrible customer service, and wants to charge me for their faulty product. I asked for a bed without a Sherpa lining, and they want to charge more for the fix. This is unacceptable.

    Business Response

    Date: 06/10/2024

    We at Snoozer Pet Products apologize for the frustration you've experienced. We take all customer feedback seriously and it is always our goal to make sure 100% of our customers receive a positive experience with us.

    We understand your disappointment with the cover of the product you purchased in December 2020. We appreciate you reaching out to us about a replacement.

    While we typically don't offer custom covers, we did propose creating two all-microsuede covers for you at a $25 custom sewing and material fee, per cover with an additional 10% off coupon. This fee reflects the additional time, effort and materials required outside our standard production process.

    We understand your displeasure with our offer. Unfortunately, your BBB complaint, and subsequent social media comments, and product review came in (26 minutes after our last reply to be exact) before we could respond to your customer service ticket.

    We sincerely want to resolve this issue.  We believe our offer to produce a custom cover demonstrates our willingness to make things right.

    We'd be happy to discuss alternative solutions that meet your needs. Please feel free to reopen your customer service ticket or contact us directly. We're committed to finding a satisfactory resolution.

    Customer Answer

    Date: 06/10/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 



    I'd like to have them replace my defective dog bed with degrading Sherpa lining with a new cover. I'm happy to send the defective cover back to them when they provide a shipping label. 



    Regards,


     Christopher Reicherts

    Business Response

    Date: 06/10/2024

    Snoozer Pet Products has a warranty against manufacturing defects for 1 year from the date of purchase. Our warranty policy is clearly posted on our website but is also attached here. If the customer has a different order than the latest we found from 2020, and it was placed within the last year, we'd be glad to open a warranty claim for a replacement. Images of the defect claims and proof of purchase can be sent in lieu of returning the product by emailing ******************************* for review. 


    We understand your disappointment with the cover of the product you purchased in December 2020. We appreciate you reaching out to us about a replacement.

    Even though this item is out of policy, we were determined to assist you. We typically don't offer custom covers, but we did propose creating two all-microsuede covers for you at a $25 custom sewing and material fee, per cover with an additional 10% off coupon. This fee reflects the additional time, effort and materials required outside our standard production process.

    We sincerely want to resolve this issue.  We believe our offer to produce a custom cover demonstrates our willingness to make things right.

    Thank you

    Customer Answer

    Date: 06/11/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 



    This company has demanded I close the BBB case, remove my experience on social media's, and remove my negative review on Google in order to begin to find a resolution. Their email specifically states:

    "If you will withdrawl your BBB complaint, remove your negative Google business review, your negative product review, and delete your three negative social media comments, we'll send you one free cover. Please respond with your address and choice of fabric once that has been done. We will then send you an update with the tracking."

    This company is unprofessional, and their behavior is unacceptable. I'm requesting a refund. Since all three dog beds have been defective I'm requesting a refund on only one of them.  This is the only resolution I am seeking.




    Regards,



    *********** *********

Snoozer Pet Products is NOT a BBB Accredited Business.

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