Michelle T.
Poor Customer Service / Shipping Issues
Ordered a dog bed and two covers. The package arrived damaged and open, with one cover missing. When I reported it, Bluewater Dog's support took two days to respond — by which point I'd already unpacked everything and disposed of the damaged packaging. They then used that delay against me, claiming they couldn't help without photos of damage they never gave me a timely chance to photograph. They proceeded to blame UPS and redirect me there, despite UPS being their chosen carrier and their fulfillment responsibility. After weeks of back-and-forth going nowhere, I had to dispute the charge with my credit card company. The product itself is fine — my dog loves the bed — but if anything goes wrong with your order, don't expect Bluewater Dog to make it right.
Response from Bluewater DogJun 11, 2026
Hi Michelle, we're sorry to hear about your experience and appreciate you taking the time to share your feedback. We're glad to hear that your dog is enjoying the bed, though we're disappointed that the delivery process fell short of expectations. According to UPS, the package was marked as successfully delivered. After receiving your message over the weekend, we responded as promptly as possible and worked to gather the documentation needed to investigate the issue with the carrier. Shipping claims involving damaged packages and missing contents typically require supporting information from both the recipient and the carrier. We understand how frustrating these situations can be, and we're sorry that the process left you feeling unsupported. Our intention was never to shift responsibility, but rather to help facilitate the investigation process and obtain the information required by the carrier so that we could pursue a resolution. As a small business, we take every order and every customer concern seriously. We appreciate your business and are happy to hear that your dog loves the bed. Should you wish to discuss the matter further, our team remains available and would be glad to assist. — The Bluewater Dog Team