ComplaintsforTop Dog Direct, LLC

Medical Equipment

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Initial Complaint
04/10/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Order # ******** Placed on March 13, 2024 In the amount of $38.94 For the purchase of Mighty Mend It as seen on TV commercial.As of today April 10. 2024, I have not received the product nor any correspondence concerning my order until I contacted them today.*******, I requested the order cancelation because of poor customer service and deception. My bank informed me that the payment was approved and not rejected as I was informed by a customer service rep.I am very disappointed.*********************** Marine Mom
Business response
04/12/2024
I emailed *********************** and stated that if she had documentation from her bank showing she was charged for the Mighty Mendit product, that we would issue a refund for the amount. I also am sending her out the product that she ordered online to her for the lack of communication. I am emailing **************** once I receive a tracking number for the product, that way she can track her package. I attached a copy of the email that I sent to her.
Customer response
04/23/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***********************
Initial Complaint
06/21/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ordered and paid, with shipping, for 2 Nuzzle Pillows. Received an email stating the package had shipped 6/8 and *** lab created, with tracking number. Message stated that should take up to 10 days. It has now been 13 days. According to ***, it has not received the package. I have called the vendor 2 times and emailed 2 times and get no help with tracking the package. I have requested a refund and was told they are not responsible for the package.
Business response
07/06/2023
This is not our order. Please contact ****************** to resolve this issue
Initial Complaint
05/18/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Feb 21st I ordered two pillows and two pillow cases through nuzzle. Order # **** for pillow 1 ($49.99), order # **** for pillow 2 ($29.99), and order #**** for the 2 pillow cases ($35.99). We received the pillows and both my wife and myself didn't like them, so I filed a refund. I was told that we would be refunded and didn't have to send the pillows back since they were already opened. In the meantime the pillow cases arrived and we never opened them because we had no need for them now. We were instructed since they were not opened to return them, which I did. I was refunded for the Pillow cases $35.99 on March 22nd. For the pillows refund I continued emailing and calling and was finally refunded may 2nd $49.99 for the first pillow. I of course assumed that the second pillow refund would follow, which it never did. Open calling a few times, I was told this has moved to upper management and would receive a call within ***** hours each time. They never called or emailed. I just got off the phone and was told that I would be contacted tomorrow. I'm tired of wasting my time and would like the remaining $29.99 to be refunded.
Business response
05/23/2023
Hi, you were refunded fully.
Customer response
05/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
*********************************
Initial Complaint
04/19/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ordered a Nuzzle pillow, standard size, on April 5, 2023 from "buynuzzle.ca", was given order #****, received an email stating I would be informed when product was shipped. I tried emailing the company a couple of times to follow up with no response. Their phone number doesn't accept calls from outside the continental U.S. and I then found out that Top Dog Direct (same address) is the company that markets the products and I phoned them. I was told they don't ship to ****** and was told that I hadn't been charged for the product. I gave them the details off my Mastercard statement confirming I had been charged $58.94 U.S. converted to $81.46 Cdn, was posted to my account April 6, 2023. I got absolutely nowhere with no promise of either product or refund. I asked for refund as they don't ship to ****** but again was told I had not been charged. I was told they would review and get back to me in about 48 business hours which is more than a week. Note that it's a .ca site I ordered from and there is nothing on the site saying they don't ship to ******.
Business response
04/20/2023
We do not sell to ******. Please contact Kick starter campaign or ********************
Customer response
04/24/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
This company took my money and provided nothing at all. They have advised me to contact kick starter campaign or the ******** distributer. At the very least, could they supply a contact number so I have some chance of getting this resolved. There are no ******** contacts listed for this company. I did purchase from a '.ca' site and the item is shipped from ****** but they say they do not ship to ******? They do have my money as shown on my M/C statement. If they're not going to deliver, they should have to issue a refund. What good reason do they have for keeping the funds?

Regards,

***************************
Initial Complaint
03/02/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
i have not receive my refund they said that it was put back on my card on the 28th of January but their is nothing on my card from them. so where is my money at.. i will gladly show my proof of what i am saying. .
Business response
03/03/2023
Hi we refunded this customer today March ********
Initial Complaint
02/05/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordereda b fit + brace because of severe sciatica on Oct 28.with the a statement of being a money back guarantee within 90 days. I did not receive it until after November 11 as that is the date it was shipped. It didn't work for me as I found that anything that touches my skin firmly causes more pain.I bought the product with the understanding that the product was returnable within 90 days When I initiated the return process on 2/3 customer service insisted that it was only 60 days. The return time was 90 days on the original order that I placed plus it is even on the packaging I received which I have a picture of. The customer service insisted it was 60 days. So that is where I am at right now.
Business response
02/07/2023
Hi, we refunded this customer
Initial Complaint
01/09/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company is as shady as they come. I ordered a BeActive Plus from Top Dog Direct on Amazon. First, their shipping practices are absolutely mind numbing. Took forever to get the product to start. Product arrives, doesnt work. Shocker. I start a return/refund request which they approve. Then all of a sudden they take the product down. I shipped the product back. Confirmed delivered and received by *****. Still no refund and they no longer respond to messages. On top of all that, the product was shipped and returned to *********, *********** is Registered in PA on Amazon, and on BBB they are registered in IN. I took a look at their reviews and they have so many 1-star reviews saying the same exact thing where they dont refund or respond to people. Shady ************** I will never do business with them and I suggest everyone stays far away from them.
Business response
01/10/2023
Hi, once your return does through Amazon, you will get a refund. Our item is *** cleared, it is a legitimate product.
Customer response
01/12/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
The Business is Lying. I showed proof that I returned the item and they DID MOT refund me. I have been forced to file a complaint with Amazon A-Z Guarantee. This company should be removed from BBB. They do this to everyone!

Regards,

*********************
Initial Complaint
10/21/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I Placed an order for BEACTIVE+ via my PayPal account. The order was processed via TOP DOG DIRECT. TOP DOG DIRECT has Charged me twice for the same order!!!!!!!!! *******, the manager, says one order was a preauthorized order amount which was placed as a hold until the funds were verified. The other charge is a authorized order. They now will take 5-7 business days to credit my credit card back!!!! This is crooked business and I WILL NEVER ORDER FROM TOP DOG DIRECT AGAIN! Nor will I ever order from BEACTIVE+ !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Business response
11/09/2022
We are a small business and this is how our credit card processing works. We did not charge you twice. The authorization was placed on your card to make sure you had funds available. We hope ********* brings your relief to your back pain, this is our mission statement.
Initial Complaint
10/14/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 10/4 my elderly next door neighbor asked me to order a Beactive plus from Amazon but it showed a 2 week turnaround time for delivery so we looked into other ways to order which lead us to buybeactiveplus.com. However the information posted on the website did not include a delivery date. In order to see how long it would take I went through the steps of ordering but wasn't going to actually place an order since I only wanted to compare the delivery time against Amazon. Every other time I use PayPal to order, I would be directed to PayPal website to authorize the purchase then be directed back to the sellers site to actually place the order; however, this time I wasn't directed back to the website and the order was placed from PayPal.com. Since I wasn't sure if the order was placed, I checked both websites and the order didn't show on PayPal.com and there was no way to verify whether the order was placed on buybeactiveplus.com. When I discovered the order was placed (2 days later) I notified PayPal who rejected the unauthorized purchase and top dog said it was too late to cancel the order and wants to charge me a p&h fee of almost $20
Business response
09/20/2024
We have issues a refund to Mr. *********** on Check # ****, for the full amount of $51.74. We apologize for the inconvenience that this may have caused him and we also apologize for the delay in getting back with him.
Initial Complaint
09/26/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered ONE BeActive Plus Brace kit; however, I received TWO BeActive Plus Brace kits, along with a Nuzzle Pillow. I called Top Dog Direct and they advised me to return the items; however, they are not refunding the shipping charges for the items I did not order. Why would I pay for shipping on something I did not even order? In addition, I also have to pay shipping charges to RETURN these items I did not order. I see many complaints on this site involving this company and I am very disappointed in the way this was handled. I am sending back everything. I will take my business elsewhere.
Business response
09/27/2022
Hi! We are happy to issue a refund once we receive your goods back
Customer response
10/25/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
Please see attached.

Regards,

*************************

Business response
10/31/2022
What would you like done to resolve this?

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