Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a dog sweater on 27 Nov 24, received the Item on 2 Dec 24, the sweater was to small.I returned the item in the original package Item not used on 3 Dec 24. Tracking number **********************. Item received by Doggy Kingdom at 1355 on 7 Dec. I sent three emails with invoice, tracking receipt. I would receive emails two days after they received the item asking did I ship it. This company has a number ************, but you cannot speak to anyone. This company has two different addresses one in ********************** and one in ******** ** Good luck if you buy something from this company, they will not credit your account and should be removed from the online shopping. They are a scam.Business response
01/18/2025
We take this matter very seriously and would like to provide our perspective on the situation. The customer originally requested to exchange the product they received for a different size. We accommodated this request and provided a voucher code that allowed them to order the new size free of charge. However, the voucher code was never redeemed.
We also sent a reminder to the customer, prompting them to complete the exchange, but we received no response. To our surprise, the customer has now filed a case with the ******************** and misrepresented the situation, claiming they requested a refund instead.
To resolve this misunderstanding and demonstrate our commitment to professionalism, we have now issued the customer a full refund, as stated in their BBB complaint.
We have attached all relevant communications to this case, which clearly show the original request from the customer and confirm that we handled the matter transparently and in line with their initial request.
We want to emphasize that we always strive to provide the best possible service to our customers and deeply regret that this situation has led to confusion.
Thank you for your time and assistance in addressing this matter.
Best,
AlexanderInitial Complaint
11/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Purchased a DoggyKingdom custom collar for our Golden Retriever. Had to have it replaced by the company and it was covered by an explicit warranty/guarantee. The replacement however was defective and we sent it back to ******* to once again get a good replacement. Waited at leasr two months. Finally emailed the company and got a response that they knew nothing of this and could not replace the custom one we purchased. The company has all of our order information and now they are reneging on their documented replacement policy.Business response
01/11/2025
We appreciate the opportunity to address the concerns raised by the customer regarding their replacement harness.
After thoroughly reviewing the situation, we have determined the following:
- The customer initially contacted us in February 2024 regarding a broken harness, and we promptly sent a replacement under our warranty policy.
- In November 2024, the customer emailed us, stating they had returned a defective harness to our Florida address. However, we did not request the return of the defective item, and there was no prior communication from the customer regarding issues with the replacement harness.
- The customer has not provided any documentation or communication indicating that the replacement harness they received was defective, nor was there clarification that the item returned was the replacement harness.
Given the lack of clarity and the absence of prior notification, the resolution of this matter has been delayed.
To ensure the customers satisfaction, we have taken the following steps:
- Today, we have reached out to the customer via email to confirm their current shipping address.
- A replacement product will be shipped on the next business day.
We remain committed to resolving this issue promptly and maintaining our high standards of customer service. Should you or the customer require further clarification, we are more than happy to assist.
Best,
Doggykingdom **************** TeamCustomer response
01/26/2025
I responded to your text with our address to send the new dog collar. As a matter of fact you might just be incompetent *****. I want to have this escalated. Our phones for 20 years are ************ and ************. Same email for 20 years ******************** Address sent to you and ************** is ************************************************ for replacement as they and you requested. Perhaps Doggie Kingdom is giving you the run around as they have us for 7 months. ** and Mrs ******* ******
Customer response
01/26/2025
***** is inept and I would like this escalated to managementCustomer response
01/27/2025
I responded to your text with our address to send the new dog collar. As a matter of fact you might just be incompetent *****. I want to have this escalated. Our phones for 20 years are ************ and ************. Same email for 20 years ******************** Address sent to you and ************** is ************************************************ for replacement as they and you requested. Perhaps Doggie Kingdom is giving you the run around as they have us for 7 months. ** and Mrs ******* ******Initial Complaint
09/19/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a dog harness. I used the sizing chart provided by Doggy Kingdom. The harness is way too big. I asked to exchange the harness and they said sorry we cant do that since the harness was personalized and made to your dogs measurements. First off the dogs name is a tag that you put on the harness with Velcro. Second the harness was not a custom size.Initial Complaint
05/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
order harness for dog can not speak to a person on the phone if you e mail they say it will be shipped ordered on may 10 2024 they charged my card for item would like credit on cardBusiness response
07/01/2024
Dear BBB Team,
Thank you for bringing this to our attention. We understand the concern and frustration the customer may have experienced regarding their order status.
We have been actively engaged with the customer and have promptly responded to all inquiries, ensuring they were informed about the updated status of their order.
According to our records, the order has been successfully delivered. Here is the tracking information for reference:
**********************************************************************************************
Please let us know if you require further information.
Initial Complaint
03/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased dog harness from ************** on *************. Harness came in and I found it to be defective after my puppy got out of the harness and got loose. I tightened it as much as it'll go. It is not a sizing problem. It fits. It is just designed such that the dog can slip right out of it.Requested a refund from ************** and where I could I send them their defective harness. They told me no refund because the harness was personalized.I argued the point and they are requesting I made a video of my pup coming out of the harness. Do you realize how difficult this can be with a high powered hyper 11lb maltese dog. I was unable to duplicate it. So now I am stuck with a harness I cannot use and am out $38.11.Customer response
03/11/2024
Hello ********,,
Reference ID #********.
here is a copy of the invoice for the harness..
Thank you,*****---------- Forwarded message ---------
From: Doggykingdom <********************************>
Date: Mon, Feb 12, 2024 at 1:34 PM
Subject: Order #****** confirmed
To: <*******************>Order #******ORDER #****** Thank you for your purchase!
Hi *******, we will process your order as soon as possible and send you the tracking number within the next days by email. Please note: personalized products require 2-3 business days for production/personalization before they can be shipped. We will keep you updated.
View your order orVisit our store Order summary
Lifetime Warranty Personalized Doggykingdom NO PULL Harness1
Red / SWhich name should be printed?: ******
Which phone number should be printed? (optional): **************
$39.95
Discount (MESSENGER10)
$-4.00 Subtotal
$35.95 Shipping
$0.00 Pennsylvania State Tax
$2.16 Total
$38.11 USD Customer information
Shipping address
*******************************
*******************
************** 17073
*************Billing address
*******************************
*******************
*********** ** 17073
*************Shipping method
FREE Shipping Today
Payment method
Payment method $38.11
If you have any questions, call us toll free from the US at:**************please do not reply to this email, this adress can only send emails, not receive them.
Initial Complaint
01/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- BBB unable to locate business
Placed order for (2) doggie Jackets on 12/24 - my autofil on my phone put in wrong address - placed the order and realized the mistake. Emailed DoggieKingdom right away to advise of the correct address. Since is was a holiday weekend, (per their website) - no orders get processed on Weekends or Holidays. no answer back - then tried their Online chat on 12/26 - they were no help. I got an email that package left their facility on 12/25 - and that there was nothing they could do. I advised them that they can contact **** to either reroute the package or have sent back to them for a re-send. They said there was nothing they can do. I tried to contact **** myself but was advised that the sender: DOGGIEKINGDOM - needs to make the request. Now I am out Monies and no merchandise. There is no -one to speak with at DOGGIEKINGDOM and customer service is lackluster. All I want to do is get my merchandise I ordered - I Live in ************* and heading in cold season - I need these jackets. For a company that says they care about your pets - they only care about the bottom line: $$$$Initial Complaint
10/19/2023
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
I ordered two dog coats on 10/9/23 and emailed cancelation request on 10/10/23. Received response on 10/11/23 saying items shipped. I sent an email with pics of sequence order placed, processing, and shipping on 10/11/23 showing "order received" 10/9/23, order "processing" on 10/10/23, and "in transit" on 10/11/23. It could have been canceled before shipping. I immediately requested the cancelation the day after. I want to return them for a full refund but was told I can't.Customer response
10/22/2023
I have my emails if neededInitial Complaint
04/07/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased a dog harness on 3/17/2023 and received it on 4/3/2023. Put the harness on my boxer puppy and was not able to control her as per their website ******************************). The harness is designed so the leash attaches to the top of the dog. There is no real control this way. Also the strap going across her chest is Velcro but the Velcro is facing the dogs chest, not the outside. They refused to accept a return and refund saying has been personalized. Well, the dogs name is on a Velcro strip that just pulls off therefore leaving an intact harness! The harness came from China, that's why it's so hard to return it even though the seller seems to be in the US.Initial Complaint
04/03/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered 2 harness and 2 seat belts for the vehicle this was placed on February of 23 and still no items,I have tried the phone number and no answer, also have emailed several times ad no response.Customer response
04/24/2023
As soon as the bbb sent an request I was contacted by the company, they were going to resend the product and I informed the company that the items were no longer needed and I would like to have a refund. They have responded back with giving me my refund.Initial Complaint
02/13/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a dog harness on 1/22/23. They stated 7-10 business days to obtain article. After 1/23/23, no further status updates on shipping were provided. When contacted, DK, stated delivery after order takes up to 18 business days. I have contacted them twice. They said it was shipped but were unable to provide even the smallest detail as to where it was being shipped from, where in transit it is, or when it would be delivered. Today, after 'chatting' with and obvious AI named 'Shaun', they stated they would refund my money. I have no confidence they will do same as none of their other declarations have occured. DK is scamming the public for a short term monetary gain. This is infuriating. And they owe me $51.81.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.