Grace L.
Deceitful company with terrible customer service. Avoid!
I purchased the DA-1 "Daily All-in-One Complete Care" from Pure Paw Labs, but I never received it because they transposed my shipping address to an address that isn't mine. Instead of taking accountability for their own mistake, they claimed the order was delivered. Interesting fact; I was provided with a copy of my order page, where I had checked the box indicating that billing address is the ‘same as shipping address’. They reflected the correct billing address on the order page, but somehow my shipping address now reflects an address that doesn’t match my billing address. How is that possible, when I had purposely checked the box to confirm billing address is the same as shipping address??!! To make matters worse, they refused to send a proper replacement and instead offered to let me "re-purchase" my own order for 80% off. What a deceitful company! Beware of their terrible customer support and shady business practices.
Response from Pure Paw LabsSep 2, 2026
Hi Grace, We’re truly sorry that this experience left you frustrated and disappointed. We understand how concerning it is when an order you paid for does not arrive at the address you expected. We want to provide some context for anyone reading this review. After you contacted us regarding the missing package, our team carefully reviewed the order and shipping records. We found a discrepancy between the shipping address associated with the order and the address you later provided to us. The carrier records also indicated that the package was delivered to the shipping address associated with the order. For clarity, shipping addresses are entered and confirmed during the checkout process and are automatically reflected in the order confirmation sent to the customer. Our Customer Experience Team does not manually change or transpose shipping addresses when orders are placed. The order confirmation provides an opportunity to review the information submitted before the order is fulfilled. We understand that you stated you did not intentionally provide an incorrect address and believe the discrepancy may have occurred during checkout. We respect your position and do not want to make assumptions about how the discrepancy occurred. Our goal here is simply to clarify the information available to us and how our ordering process works. Our policy provides that when a package is delivered to an incorrect address due to incorrect shipping information associated with the order, our Customer Experience Team can assist by facilitating a replacement order at a significantly reduced price to help mitigate the customer’s loss. The customer is responsible for providing accurate and current shipping information, and replacement orders in these circumstances may involve additional charges. In this case, we offered an 80% discount on a replacement order as a courtesy. We also honored your request to cancel your subscription, and no further subscription orders or subscription charges will be generated from us. We take delivery concerns seriously and want every customer to feel confident ordering from Pure Paw Labs. We encourage customers to carefully review their shipping information during checkout and in their order confirmation, and our Customer Experience Team is always here to assist if an issue arises. We’re sorry that the resolution offered did not meet your expectations and that this experience affected your confidence in our company. We appreciate the opportunity to clarify what occurred and will continue working to improve our processes and customer experience. - Pure Paw Labs Team