Super Paws

Ordered a customer blanket gift from them on 12/8/2019. Paid $71.99 for product. Has been almost 5 month and have yet 1) get the item 2) get any update from company other than "thanks for your patience" "we are investigating" 3) any inclination of refunding me or sending my product.

They are now using Covid as an excuse for the delay when that was not even an issue in December when I ordered. Their website says MAX 8-9 weeks for custom gifts. It as been WELL OVER 9 weeks. It has been almost 20 weeks at this point.

I have paid $71.99 for something I have yet to receive.

Here is email exhange with company -- still no answers for MONTHS!

Hi

We have just contacted the warehouse now to understand what has happened to your order and when it will be dispatched

Please give us at least a week to fix everything. As soon as they are shipped we will update you with tracking number

We are sorry for any inconvenience caused and sorry for the long lead times, we have been working around the clock to get all orders dispatched

We really appreciate your understanding

Regards

On Tue, Mar 3, 2020 at 1:19 AM <***> wrote:
Hello,

It has been another 14 days since my last check in… still no new updates.

Is the gift we ordered ever coming? It’s been over 3 months since the order date.

Thank you.

From: Super Paws
Sent: Tuesday, February 18, 2020 3:08 AM
To: ***
Subject: Re: Order ***
Hi

We are really sorry for the delay

We have been following up your order to our warehouse, as soon as we got an update we will let you know. We have not been given tracking codes from our warehouse yet, which is why we cannot send them out. We apologize for keeping you waiting, we will assure you that you will receive your package soon. We are putting this on our priority list. Again we are deeply sorry for the delay

May you have a great day

Regards

On Tue, Feb 18, 2020 at 3:02 AM <***> wrote:
Good afternoon,

Haven’t checked in on the blanket in a while – but noticed it did not arrive yet.

Can I get an update on this? It has been almost 60 days at this point…

Thank you.

From: Super Paws
Sent: Thursday, January 23, 2020 10:41 PM
To: ***
Subject: Re: ***

Hi

We apologize for keeping you waiting

We have had a lot of orders recently and we are processing them as fast as we can. Please be patient your order is on the way and we do not want to upset customers because of slightly longer lead times. This is a fully custom artwork of your pet, and we do not want to rush it.

We appreciate your patience

Regards

On Fri, Jan 24, 2020 at 1:09 AM <***> wrote:
Any new updates of the status of my order?

Thank you.

From: Super Paws
Sent: Monday, January 13, 2020 5:41 PM
To: ***
Subject: Re: ***

Hi

We apologize for the delay

Your order is now in production. Once printed and packed you will receive an email from us once tracking number is available. Please bear with us since it peak season we have a lot of orders to fulfill. But rest assured that you will receive your order soon

We appreciate your understanding

Regards

On Tue, Jan 14, 2020 at 4:19 AM <***> wrote:
It has been another 2 weeks – last email on 12/25/19 said it was in production – status update?

From: Super Paws
Sent: Wednesday, December 25, 2019 8:41 PM
To: ***
Subject: Re: ***

Hi

We apologize for the delay

Your order is now in production. Once printed and packed you will receive an email from us once tracking number is available. Please bare with us since it peak season we have a lot of orders to fulfill. But rest assured that you will receive your order soon

We appreciate your understanding

Regards

On Tue, Dec 24, 2019 at 12:58 AM <***> wrote:
Any shipment update? It has been over 3 business days since this last email and I have not seen anything yet.

From: Super Paws
Sent: Monday, December 16, 2019 8:56 PM
To: ***
Subject: Re: Order ***

Hi

Thank you for reaching us

We would like to inform you that the tracking number will be available in 3 business days, you will receive an update once tracking number is available

We apologize for the inconvenience

Regards

On Mon, Dec 16, 2019 at 11:53 PM <***> wrote:
Just checking on an order update for ***

Thank you,

***
Email:

I ordered 2 products from this retailer on 12/02/19 and still do not have products. There has been 35 emails between me and the company which claim that they have issues with their distribution center. They told me I could get a refund and then about faced and have now decided not to. It is too late to file a claim with my bank. They sent me a picture of what the product would look like but still cannot send to me. Emails always end with soon it will be shipped.

I ordered a product over 4 months ago and still no update on the delivery.

I placed an order online that would be shipped between 5-7 days and when following up, I get a repeat reply that shipping the order will take longer than expected. I then became suspicious and found out through other online reviews that this business is a scam and others are facing similar issues. When requesting a refund, the answer is that ‘once the order is processed, which is after 2 hours from time of purchase, no refunds will be issued’. That’s it. Nothing else I can do.

Ordered 3 x pet beds - total $219 on 2 February. Received no delivery confirmation. Emailed 11 times but SuperPaws replied saying having problems with deliveries. Still not received anything. Emailed again and they promise delivery following week but this never happens.

I order an item from this fraudulent company December 2019. The value of the item totaled about $65.00. About a month later, I inquired about delivery of the item and was told “it was in production”. Again after waiting another month still not in receipt of the item, I messaged them again inquiring. Again I was given an excuse.. this is continued up until today March 4, 2020. I have requested a refund and they refuse to do that. I have yet to receive the item or any tracking information.

I paid for my order December 6. Today it is March 4. The order never shipped. I contacted the company repeatedly and they did not resolve my issue. They keep telling me they will look into it.

I ordered a blanket for my daughter for Christmas (placed the order in early December) and I paid extra for "front of the line"service. It's now 02/29/20 and I still haven't received anything. I've emailed them numerous times and I keep getting the same canned response, "it's the busy season and we're backed up", "we haven't received the tracking number from the supplier", "please be patient with us". I demanded a refund a month ago and still nothing. This is the huge scam... who know how many people they ripped off. I can probably kiss my $74.89 goodbye.

Purchased two customized blankets back on Dec. 11th in hopes to give them as Christmas gifts. Given the holiday season and customized items I chalked up the 4 week “busy season” deadline as fine. 4 weeks has now turned into 12 weeks. And I get the same email response as other posters on here that they keep saying they will check with the warehouse and to bear with them as they get through the holiday season back order. I find it very hard to believe it takes 12 weeks to push through orders. I keep asking them to refund me my money. I’m just going to believe I was scammed out of $120 unfortunately. Do not do business with this company.

Never received the product I ordered. I have been going back and forth via email asking for a refund and they continue to send what seem to be automated messages telling me they are contacting the warehouse and will send me tracking as soon as they can. It has been two months of this.

I tired to purchase a product for my wife on dec 13 in hope it would have been done and arrived by christmas. As the time got closer I kept reaching out to see if it was close to being done or on it's way and I just never recieved a tracking number. Then time passed and they just kept giving me the same excuse that it was the "busy season". But now we are almost through the month of February and still getting the same story. So I'm cutting it up as a scam. The gift was 108$ injustice want my money back.

I ordered a customized blanket of my dogs on december 7th 2019 and have never received it. I have emailed the company several times and they keep telling me that they were overwhelmed with holiday orders and that my order is being processed and will ship soon. I don't think I will ever get the blanket. when I went to their website to find a customer service number, I found that there is no number on their website and there isn't even an address.