Beth Cohen S.
Horrible customer service
Update:I received an entire bed replacement not just the cover so I’m changing my review. Horrible customer service. Does not back up their product. Claims washable and 1st time washing, it gets destroyed. They claim 6 years old so they don't care. Have many if their beds and I pull them out at different times do not 6 years use. Regardless of how old, the cover got damaged after Ist wash and they won't replace for a long time customer. I've washed many of their other products and haven't had a problem. This one was faulty and they said I can buy a new one for 40% off! They don't back up their overpriced products.
Response from Paw.comAug 5, 2026
Good afternoon Beth, We are sorry to hear that you were disappointed with our response. We genuinely value your long-standing support and appreciate that you have purchased and successfully washed several Paw.com products over the years. Our records show that this particular bed was purchased approximately six years ago. We understand that it may not have been used continuously during that time. However, after six years of ownership, we are unable to determine whether the damage resulted from an original manufacturing defect, storage conditions, normal material aging, or another factor. After further consideration, and in recognition of your history as a valued customer, we offered a replacement as a one-time courtesy. This product is well beyond our standard replacement period, but we wanted to provide a resolution despite the significant amount of time that has passed since the original purchase. We stand behind the quality and washability of our products while also maintaining reasonable replacement guidelines. Our team remains available to assist with the courtesy replacement offered.