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          Tug and Go Dog Toys

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Online Shopping.

          Complaints

          Need to file a complaint?

          BBB is here to help. We'll guide you through the process.

          File a Complaint

          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            01/04/2025

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            I am beyond frustrated with my experience with Tug and Go. I had high hopes for their fire hose dog toys based on the concept and durability they promised. For Christmas, I placed two separate orders: one for two toys for my own dogs and another for two toys as gifts for my family members. While the toys for my dogs arrived as expected, the second orderthe giftsnever showed up.This might have been forgivable if their customer service had stepped in to resolve the issue, but thats where Tug and *********** completely fell apart. I have contacted them multiple timesvia email, phone, and textwithout any response whatsoever. Not even a courtesy acknowledgment that my messages were received. Its as if the company has vanished, leaving me with no way to resolve this issue or get my money ******* say this experience has been a disappointment is an understatement. The lack of communication is unprofessional and disrespectful, and it reflects poorly on their commitment to their customers. Im left without the ********************** I paid for and a sour taste in my mouth.If youre considering Tug and Go for fire hose dog toys, I would strongly suggest you look elsewhere. There are other companies in this space that offer similar products and are likely to care more about their customers than Tug and Go apparently does. Dont waste your money or your time on a company that doesnt value you as a customer.I cant recommend this company to anyone and will certainly not be giving them another chance. Steer clearyour money is better spent elsewhere.

            Customer response

            01/14/2025

            I have not heard from the business in response to my complaint.

          • Initial Complaint

            12/02/2024

            Complaint Type:
            Delivery Issues
            Status:
            Unanswered
            Ordered dog toys and owners process card for payment and never shipped products. Called and emailed and sent text messages all with no response. Businesses should not be able to operate

            Customer response

            12/13/2024

            I have not heard from the business in response to my complaint.

          • Initial Complaint

            10/06/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            I order about $80 worth of dog toys in early August. The website states that they will be shipped in 10 business day.. They processed my credit card payment immediately but never sent me the merchandise. I sent them several emails with no response. I also called them several times but each time I received the voice message that the voicemail box was full. I read on the BBB site that at least 20 other people had the same issue. This business should not be allowed to operate and their website should be shut down..

          • Initial Complaint

            09/05/2024

            Complaint Type:
            Delivery Issues
            Status:
            Resolved
            Order summary Durable Fire Hose Dog Toy: Dog Toys,Fire Hose, Firefighter, Dog Fetch Toy, Pet Toys,Dog Training 2 $39.90 Subtotal $39.90 Shipping $8.00 Taxes $0.00 Total $47.90 USD NEVER received these items

            Customer response

            09/19/2024

            I have not heard from the business in response to my complaint.

            I actually received a text from owner but no follow up

            I sent photos of  the text link definitely a scam!

            Regards 

          • Initial Complaint

            08/10/2024

            Complaint Type:
            Delivery Issues
            Status:
            Unanswered
            Ordered July 21, 2024 it is now August 10, 2024. They took the money from my account. Nothing shipped. No way to cancel the order. Ordered 6 dog toys. Almost $70. Does not respond to email, phone calls, or text. They used to be better than this.

            Customer response

            08/21/2024

            I have not heard from the business in response to my complaint. I had my bank refund the money to me and they have not responded to the bank about it either. 

          • Initial Complaint

            07/06/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            I purchased three repurposed firehose tug toys on December 14, 2023 for $46.62 plus $10 in shipping and handling for a total of $56.62 and have never received any of my purchased items. I have reached out to the owner multiple times via email at multiple listed email addresses and even provided a review on the website indicating I had never received my purchase and was still waiting. When I log into my account, my order still shows as being unfulfilled. I would like my money back for items I purchased and never received.

          • Initial Complaint

            06/17/2024

            Complaint Type:
            Delivery Issues
            Status:
            Unanswered
            Ordered two (2) reinforced sqeak toys. They immediatley withdrew the money form my account and gave me an order number (3798) on **** 2nd. Did not receive a tracking number. Been trying to reach out to them via email to see when it is going to be delivered. Also called. No response. Todays date is **** 17th.Never going to order from them again.

            Customer response

            06/28/2024

            I have not heard from the business in response to my complaint.

          • Initial Complaint

            05/15/2024

            Complaint Type:
            Delivery Issues
            Status:
            Unanswered
            I made a purchase on January 13 totaling $59.85. I received a confirmation email order#**** and the money was deducted from my account. I was never received the items and have received no updates on the order status. It was never shipped. I wrote to the company 4 times and never got a response. I need a refund.

            Customer response

            05/26/2024

            I have not heard from the business in response to my complaint.

          • Initial Complaint

            04/15/2024

            Complaint Type:
            Delivery Issues
            Status:
            Resolved
            On 4/6/24 I placed an order for dog toys totaling $42.90 with Montana Select Premium Dog Products. My credit card was immediately charged and I got a confirmation email. After 8 days I sent a followup email as I began to get suspicious. No response.I checked the company out on BBB and it seems I may be yet another customer that has been duped.

            Customer response

            04/25/2024

            [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

            Better Business Bureau:

            I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

            Regards,

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

          • Initial Complaint

            03/24/2024

            Complaint Type:
            Delivery Issues
            Status:
            Unanswered
            Purchased two dog toys from website, rcvd reciept and email saying it will ship in 5-7 days. nothing has shipped in 23 days, no response to any emails. No response via email or social media. Stole my money, nothing is shipped. Terrible business!

          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 Rating & Accreditation

          F

          This business is not BBB Accredited

          Search for Accredited
          Businesses in this category

          Years in Business: 7

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          763 Waverly St #401

          Framingham, MA 01702

          Visit Website
          (617) 596-1557

          Customer Complaints Summary

          24 total complaints in the last 3 years.

          12 complaints closed in the last 12 months.

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