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:07/13/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  We signed up for a monthly subscription plan and when we received the first box, my dog destroyed a toy within 10 minutes. There are goodwill toys that last longer than that, after the second box arrived and those toys were not more than molded plastic that are sure to break teeth, I reached out via chat to cancel the subscription. They told me the only way to cancel is to pay the difference between plans. Otherwise I am locked in for another 10 months of poor quality dog toys. This company puts a satisfaction guarantee on their products, but it seems they have no interest in satisfying their customers. Only taking their money. We have now paid them $90, $28 of which was charged without authorization, and nothing to show for it. We are far from satisfied. I would not recommend anyone to this company.

  Customer Answer

  Date: 07/13/2023

  Update: the company did refund the extra money they charged for cancelling. 

• Initial Complaint

  Date:07/07/2023

  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.

  Started with our second subscription with Bullymake in January 2023. What we signed up for was 6 months of new, themed dog toys sent to us once per month for 6 months. What we received was toys of various themes that were all themes we had got in past boxes. I complained 2 different times to them and they would not refund any money and wanted pictures of the duplicate toys. The first complaint I decided to let go and hope for a better outcome for the next box. The next box I got duplicates in as well. When the third box arrived, I got all duplicates in that one and I submitted another complaint. They will not provide a phone number to talk to a person, but instead just a live chat. The live chat told me to submit pictures. I submitted a picture with 10 toys that were all duplicates and obviously not themed. They would only replace 4, maybe 5 of the toys because they said that was the maximum they would guarantee. I told them that I actually had 15 duplicates, but I only sent them a picture of 10 of them. Their website states this right on the home page: THE "BULLYMAKE GUARANTEE If you or your dog aren't 100% satisfied with an item - or somehow your dog gets the best of one of our toys - we'll replace it with a different item for free."On another page it states this: "THEMED BOXES EVERY MONTH Every month's Bullymake Box has a unique theme with customized toys & treats to keep you and your pup engaged and happy!"That obviously isn't true. I can see from the BBB reviews that they have an F rating, so I'm sure this won't do any good. I wish I would have read this before I ever gave these people money. I only do business with honest businesses that have high morals and values.I am seeking a refund of $281.66

  Business Response

  Date: 07/21/2023

  Hi BBB,

   

  Good day!
  

  We have reviewed how this concern was assisted and looks like we did the best that we can.

  She reached out reporting for duplicate toy or that she had received the same design. As per protocol, we asked for a photo.

  With her first email, she did not send anything just like she said , she brushed it off.

  For the second reach out, she still reported the same concern, getting duplicate toys and requesting for 15 replacement toys which is odd because we make sure that it will be all new toys in every months box. But of course as much as we want everything to be perfect, there can be some misses but not that each month she will receive the same items. ( Exactly the same items/design).

  We then asked for photos of the old toys that she received but denied and said that she gave it away. Given that this is her second report, she could at least take a photo of the toys received to prove the claim. 

  We have offered her the maximum replacement that we do of 4 toys but she declined. 
  When the photo was submitted, there were no duplicate items. What she received was the same type but they are all new designs. 

  Screenshot -->> **************************** or attached file.

  Regarding the subscription, by the name itself, what she purchased was a subscription service.

  We apologize for any uncertainty. Just to clarify - we are a subscription product. So once you sign up with us, your account will automatically renew at the end of the plan term unless you choose to cancel it. For our 6 months subscription, 6 months is the minimum to keep your subscription active. Just as an FYI, we have several frequency options as well. You can get a box as frequently as youd like (for example, once every 2 or 3 months, or longer). It is really up to the customer. 

  She was also explained how it works and she acknowledged it, screenshot-->> **************************** or please see attached file.

  That said, we have assisted her the best way we can as as we know.

  Thank you for hearing our side. Have a good day!
  

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Bullymake boxes for my dogs specifically on their claim that they were for "Power Chewers." I had no clue I was signing up for a year. I thought it was month by month. Every toy that I've given to my dogs from that box has been ruined, ripped, or shredded. I've given it 6 months and have tried 3 out of 4 of their options of toys. When I finally found out how to cancel, which was only by chat or phone call, I started to request cancelation. They informed me that I was obligated for a year. I uploaded pictures of all the destroyed toys. They told me they would replace them. Why would I replace toys with another of the same quality? It's not a one off problem; it's EVERY SINGLE TOY. They did not hold up their bargain of "Power Chewer" toys. I should not be held hostage to a 12-month plan that I didn't know I was entering for a company that isn't producing a product they state they will.

  Customer Answer

  Date: 07/06/2023

  The company canceled my account without further charges.  As of now I feel the situation has been resolved.

• Initial Complaint

  Date:05/31/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 was signed up for a monthly subscription of dog toys. I contacted the merchant to cancel on May 20 and I was advised the subscription was cancelled and I would not be charged any additional charges. On May 21 my credit card was charged and I was subsequently told that my cancellation request was submitted after my order was processed. The company states my box was delivered on May 26, however I did not receive the box. I have attempted to get a refund of$58.86 for the undelivered and cancelled subscription but the company is refusing. They state I must complete a form for the missing box but I am unable to complete the form with **** because they did not purchase insurance on the shipment. I want my $58.86 refunded back to my card.

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 signed up for a 3 month subscription. The FAQ's for cancellation says, "Simple! contact us at *************************************** or use the live chat messaging feature in the bottom right hand side of the screen." I sent them an email. They responded saying I cannot cancel because the boxes are preplanned. However, their website also says you can change subscription plans at any time. If I can change subscription plans at any time, I should be able to cancel at any time. **************************************. If I can change subscription plans at any time, I should be able to change to a month-to-month plan, which would allow me to cancel.They provide a guarantee on their products. My dog destroyed two of their toys in 10 minutes. The company said they'd only replace it once. If my dog destroyed two toys in *************************************************** 10 minutes.I asked for a refund. They sent me an email saying they don't offer refunds. Their website says they do. Basically, I received an inferior product. I tried using the guarantee listed on the website, but they don't stand behind the guarantee. The website says I can cancel any time in multiple places, including the "post-purchase" subsection of their FAQs. I sent them an email to cancel because they falsely advertised their product. The company said I can't get a refund until my subscription runs out. They trap you into a subscription, send you a product which doesn't live up to it's advertising, and then refuse to resolve the issue other than sending a replacement product once. None of this is listed on their website. I've attached screenshots of their website.

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ordered a bully make box for my dog one time to get one box one time a year and when I received another box this month and a charge on my credit card, I called and no one picked up I can never get a human, so I finally got an email response and he said that he could not cancel it and then I have to pay a monthly subscription for a whole year. Explain to him that I did not wanna do that and I wanted to cancel and they said they would charge me for a year and then it would cancel after the year and I explain to them that’s not what I ordered. That’s not what I wanted and I still have not got a response.

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 used a subscription purchace. After a month of having the items was not too happy with service/products. I requested cancellation via email three(3) times. This company refuses to cancel a subscription that your supposably able to cancel anytime . Unfortunately that option is not provided on their website , and you have to struggle with the customer service rep to make them understand their products and services are not what they say it is. They're still continue to charge me for subscription I don't want.

• Initial Complaint

  Date:03/17/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 signed up for a monthly subscription after being told that I would receive a discounted box to try the product. I was under the impression based on their sales pitch that the discount was for the trial and if I wanted to continue to receive the monthly box I would be charged automatically via the account information I provided with the first payment. I began the subscription on 10/21/2022. On 1/5/2023 I emailed the company requesting that my account be cancelled yet they continued to send boxes and charge my account. Again on 3/3/23 I emailed requesting that they stop charging my account and cancel my subscription. I received a message back telling me that it was impossible to cancel because I committed to a year long subscription by accepting the discounted price for the box. The sign up process is not clear when clicking on an add that there is any commitment made to continue the service for a year.

• Initial Complaint

  Date:03/07/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Bullymake will not let me remove my credit card off their website / my account and continues to bill me. I attempted to cancel (which the site requires I email customer service for) and they are refusing to cancel and say I committed to 12 months. No where in the original payment did I know I was committing to 12 months.

• Initial Complaint

  Date:03/04/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Asked to cancel subscription on Feb 3, acknowledge by customers service with and offer to change subscription timing, etc. I declined.Shipped and charged again on March 1. Contacted them with evidence of cancel request a month ago and they won't honor it.Filed stop payment and suspend subscription with my CC company.