Sarah S.
Lies and false advertisement
I set up a subscription for 12 months and I received two boxes. The first box I received a toy that was way too big for my puppy. I reached out to the company and they were great;amazing customer service and a nee toy was sent out immediately. I received my second box yesterday and one of the plush toys had a squeaker in it but it didn't squeak. My pup loves the squeaker so that wasn't going to work. I reached out again, this time through chat. I asked if the particular toy I received was supposed to squeak since the seemed to be a squeaker inside. The associate said, "none of our plush toys are supposed to squeak." I pointed out that my last box came with a plush that squeaked and when mentioned he simply said "we'll advise the fulfillment team about it. When I asked if a new one could be sent out he said, "we don't send replacements if the toy gets destroyed." Well, the toy isn't destroyed, it's brand new and not working. I ended up just asking for the info needed to cancel the subscription. $30 fee for cancelation. This is completely different than how they advertise- "we're so confident, we guarantee it," "squeakers for added excited," if your unhappy with a toy sent we'll exchange it." After ending the chat I went back into another chat to ask a follow up question. A new agent first responded and then after a couple questions and no heads up, the previous chat agent joined the chat and the other one left. I asked my questions and got no response. Maybe 5 minutes later he exited the chat without saying anything or answering my question. Disappointed to say the least since my first customer service experience was great. They failed..False advertising.. and now I pay $30 to cancel a subscription because they lie. Never again.
Response from BULLYMAKEJun 10, 2026
Hi Sarah We’re really glad your first interaction with our team was a positive one, but it’s clear we didn’t meet that same standard the second time, and we understand how frustrating that must have been—especially when your pup was excited for a squeaky toy that didn’t work right out of the box. That’s not the experience we want for you or your dog. We also apologize for the confusion around our toy features, replacement policy, and the way your chat experience was handled. You should always feel heard, supported, and confident in the information you’re given, and we’re sorry that wasn’t the case here. We’d truly appreciate the opportunity to make this right. If you’re open to it, please respond to the request for additional information that was sent through Trustpilot. Once we receive that, a member of our service leadership team would be happy to reach out to you directly to review your concerns and work toward a resolution.