ComplaintsforPuppy Mothers
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/01/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
I purchased a buy 2 get one free air purifier for pet odors with **************** on October 21 St. I've been waiting on shipping information with no luck and there lack of communication has been very poor.Initial Complaint
10/24/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
Do NOT buy! I received these items and on the website has not tell you, not sure you, but they need to be plugged into a USB port at all times. I don’t have that option. They were poorly made. I wrote them to return them and they made it difficult. Returned all three and then they only refunded me for two, stating one was damaged. I never even used them so they were not damaged.also, they sent them in an envelope so one of the boxes was dead, but I still never opened it. I am just Looking for my refund owed!Initial Complaint
10/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- BBB unable to locate business
The product is a scam. It took nearly a month to receive it. I tried it out and it does not work. After attempting to return it they are saying it’s more than 30 days. Of course it is; from the time I ordered it not when I received it.Initial Complaint
10/07/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- BBB unable to locate business
This company displays their products in advertisements as purifiers that look to stand at least 2 feet tall. I spent around $130.00 and received 3 purifiers that are no bigger than the size of my hand! False advertisement for sure!!Initial Complaint
05/16/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
On 5/2, I purchased 3 air purifiers from Puppy Mothers website. I paid $139.90. The company advertised that the air purifier will remove pet odors and improve air quality. They state that satisfaction is guaranteed and offer 30 day return policy on their webpage. After I received the items on 5/13, I tried one of the air purifiers out and wasnt satisfied with the performance and quality of the item. I reached out to their customer service but was denied my request to return the product even though it was within the 30 day return window. I emailed multiple times. They offered to reduce the price but since I didnt think the product was not performing as advertised, I insisted on returning all 3 products for full refund. They never responded back.Initial Complaint
05/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased this product and it arrived over *************************************************************************************************************************************************************** at ************ I would this matter resolvedInitial Complaint
01/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased 3 air purifiers and never received. I have emailed and called the company over 25 times and still nothing. I requested a refund and haven't received it. The online site says someone will contact you within 48 hours of submitting a request, but they never do.Business response
02/20/2024
Hello, here are the facts of the situation which has now been cleared up.
- The 3 air purifiers were received, but were 5 days late in all fairness to ******.
- The customer received a response to all communication within 24 hours updating them on the status of the order.
- We actually have since provided ****** with a refund just to apologise for the lateness, since she was very frustrated. We also have allowed her to keep her order as a kind gesture. We we're not aware that she complained about anything to the BBB when we did this.
This matter has been resolved and both parties are now satisfied. It was our fault for units arriving late to us and therefore late to a group of customers. We were always transparent about this and sent updates.
This sounds like a case of impatience in waiting for a response. We would like to reiterate that we responded to all communication within 24 hours.
There is not much else to say on this matter, if you require proof of these facts then please reach out.
Initial Complaint
12/23/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased 2 air purifiers order #*****, to which immediately upon receipt they were not as advertised and would not worl for my hope. I followed their 30 day guarantee and requested a refund. I was offered a 30% and then 50% refund once I refused was advised I would need to request approval for am authorization form. My return was approved providing an authorization form and address for the return. I paid the cost to return and it was received on 12/11/23 tracking # **********************. I have emailed the company and called the number listed which does not answer as a business with no response. They now have their merchandise back and I still have not received my refund.Initial Complaint
08/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In November 2022, Puppy Mothers had a Black Friday special adverting that if four of their air purifiers were purchased at the same time then the customer would receive "lifetime supply of free HEPA filters". On 11/23/2022 I purchased 4 air purifiers. My order number is *****. In June 2023 I emailed their **************** to find out how to redeem these filters. I was told there were researching this. After waiting over a month of no response I have email again. This time I have been that "The lifetime filter offer is available for orders 4 or more.As per checking, you only purchased 4 units, not 4 orders.You are not eligible for this offer." I have a copy of the photo from the Black Friday promo, it clearly states "free lifetime supply of True HEPA filters who you buy 4+ Pet Air Purifiers" --there is no specification that there is to be 4 "orders". They have since run this promo again. I would like to redeem the offer of "free lifetime supply of HEPA filters" not only this time, as in the future. I purchased the product in good faith with the understanding that I would be able to order filters without a problem.Initial Complaint
07/12/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 1/25 I received an air purifier from puppy mothers. The item was so small and completely not worth the amount of money I spent for it I contacted them on 1/26 and asked for a refund. On 1/29. I received a message back stating that I had to prove I had the item and I did that right away. I then got an email stating that I could get a full refund if I sent it back on my cost or I can get a partial refund. I replied back, saying I would take the 30% partial refund because it would cost money to send it back. After weeks of not hearing anything back, I contacted them again 3/31 requesting my refund I hadn’t received. They then told me that it was over three days and then I wasn’t allowed to refund any longer. I replied back and said I was already offered the refund the day after I received the product I just haven’t received it yet. After going back-and-forth a few times on 4/3 they said they would escalate the issue to a higher management. I hadn’t heard back so again on 4/13 I inquired again and they started the whole process over again stating that I couldn’t get my refund because it was way past 30 days etc.. I’ve then replied back and said please read the email chain and see that I was offered a 30% refund and still hadn’t gotten it and someone was going to hire management to look into it. I then didn’t hear back so again I contacted them on 5/25. They tell me the same thing that’s past my 30 days I can’t get a refund I reply again please see the email chain and explain what happened again. As of today 7/12, they do not respond to my emails. They do not have anywhere you can call to talk to anyone it’s through email only. It’s the worst customer service ever and the item was so small to be paying $60 for it was ridiculous.
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Customer Complaints Summary
11 total complaints in the last 3 years.
9 complaints closed in the last 12 months.