Complaints

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

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The Puppy Store has 4 locations, listed below.

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  The Puppy Store

  1487 S Silicon Way Ste A6 Saint George, UT 84770-6777

• 

  The Puppy Store

  7211 S Plaza Center Dr Ste 160 West Jordan, UT 84084-4325

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  The Puppy Store

  576 N Mill Rd Orem, UT 84059-5502

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  The Puppy Store

  1302 N Redwood Rd Saratoga Springs, UT 84045-4734

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:03/07/2023

  Type:Sales and Advertising 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.

  To whom it may concern: My husband I purchased a dachshund puppy from the Puppy Store in Vineyard, Utah on February 4, 2023 for $2000.00. And we experienced a puppy that has severe separation anxiety. Very horrible anxiety to the point where we have to re-home him to the Rocky Mountain Dachshund Rescue in Salt Lake City, Utah because we don’t have the resources to help him overcome this and we tried everything to help it work for us. But when looking at the paperwork for the puppy, The Puppy Store didn’t disclose who the breeder was but did provide a USDA number. USDA NUMBER: ********* which goes back to a Landon H******* of H******* Farm in Missouri. We found out he has a major puppy mill operation obtaining 119 dogs and 62 puppies and many of which come from several different breeds. We are distraught that our puppy had to go through such horrible conditions. Missouri is also the number one state for puppy mill breeders. And we are also distraught that The Puppy Store claims (on their website) to have ethical breeders, but when in fact, their dogs come from puppy mills in really bad condition whether it’s health wise or behavior wise. They also state on their website that the dog comes dewormed, but we had to get our dog dewormed at the vet. I’d like to report this because this is animal cruelty and it’s seriously just awful. I have attached a few documents where I found this information. One is a pdf form of USDA breeders. I filtered it out to his USDA number. The online flipping book site, I searched “Landon H*******” and found that he breeds multiple breeds such as mini dachshund, mini Pinscher, Bichon Frise, Poodle, corgi, etc the list goes on. And the last website is from someone that has done research into the puppy stores in Utah and found where they come from. I have also attached a letter from the dachshund rescue stating that we surrender the dog due to his anxiety issues. We would like our money back for a dog that one we couldn't keep and two that came with severe separation anxiety and had to get re-homed. Best, ******** ****  Links and Docs: 1. ********************************************************** 2. Use the search bar and search "Landon H*******" *************************************************** 3. List of Active Licensees and Registrants search for the USDA number and you'll find Landon H******* 4. Image of a screenshot taken from the website 5. Image of the deworming I had to pay for at the vet 6. A letter from the rescue 7. Image of receipt of purchase

• Initial Complaint

  Date:01/26/2023

  Type:Delivery 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.

  We purchased a puppy on October 14, of 2022, a Saturday, for $2600. The money paid was a combination of a $400 hold fee and $2400 for the final pick up of the puppy and included a "puppy package" which was a medium crate. Upon picking up the puppy the individuals at the Saratoga Springs store (now closed), let us know that the crates were not in, but were expected to arrive the following Wednesday. We visited the store to be told that the crate was not in, but would be in the following Wednesday. We called, the crates were not in. Over the next 3+ months we were told that the store would purchase a crate from Amazon, the staff would go to a local pet supply company to purchase a crate, or that the crates were being delivered on a specific day. Finally, on January 18, 2023 I spoke to Rayne at the West Jordan Puppy Store because the Saratoga Springs store was now closed. Rayne said that she had received approval from her management that someone would bring a crate to the closed Saratoga Springs store at 2:30PM on 1/23/23. After waiting for 20 minutes in front of the closed store we determined that the delivery was not going to happen. Rayne has been unavailable since the call on 1/18/23 and I cannot get a call back. I've also asked for calls from the district manager and have not received any communication. It is now 1/26/23 and we still have not received what we've paid for and have been lied to for over 3 months.