Ruffwear Avis 65

BEWARE this company has an illegal returns policy. I returned some dog boots because they did not fit. I returned at my expense but Ruff wear are refusing to refund the original postage cost, so I have paid postage both ways. I have sent several emails to them, but they still refusing to refund this and say it is their company policy. Their company policy is illegal.

Ruffwear sent me a defective product and they charge me a handling fee for the return. I will not be using them again.

Purchased a Switchbak lead directly from Ruffwear UK and it failed within minutes of first use.

Our 8-month-old puppy briefly mouthed the lead while we were sitting at lunch and the webbing parted almost immediately, rendering it unusable. We fully appreciate that no leash is chew-proof; however, brief mouthing is entirely foreseeable behaviour for a young dog. We have been trialling multiple different types of lead and have never experienced anything similar.

For a premium product at this price point, we would reasonably expect a basic level of durability. A lead becoming unusable within minutes raises obvious safety concerns.

What was more disappointing than the failure itself was the response. Ruffwear characterised this as “accidental damage from external forces” and declined any remedy. A dog interacting with its own lead does not seem like an unforeseeable external force.

We chose Ruffwear based on its reputation for high-quality gear. Unfortunately, this experience — and the refusal to resolve it — has significantly reduced our confidence in the brand.

what a horrible experience with the owner of this company. she is nasty rude and lazy! items came with tons of stains on the precuts and did not fit properly at all. wouldn't respond to emails and was nasty on the phone. never received my parcel for the exchange - DO NOT BUY FROM HER

I have bought quite a few things from Ruffwear and always been happy” however they clearly work with a small team and their returns system is not in keeping” having to email and chase for a refund puts me off dealing with them again. When you ask top prices for products it’s imperative to have a very good after sales dept which they clearly don’t.

Bought Ruffwear Polar Trex which are advertised as weatherproof and “highly” water repellent, after a 3km walk on wet footpath (not walking through puddles!!) the dogs paws were saturated! Can’t recommend!

Ruffwear used to be the go to for quality. I have two front leaders that are over 10 years old. They’ve been through the mill and still look in really good shape. But something has happened to the brand.
A couple of years ago I bought a flagline and it disintegrated at the straps. I thought it was a one off, maybe faulty, so purchased another. My dog walked past some brambles and one snagged the harness and it ripped! So disappointed - and they’re not cheap and cheerful. I expect the harness to last more than one walk.

I purchased a halter for my mini Bernedoodle 7 month old pup from a reputable pet store in Elora. It was slightly large but knowing she would still be putting on some weight I kept it. She wore it once and then almost chewed through it when sitting on the rug for 10 minutes after a snowy walk. For such an expensive halter, I was shocked that it was not more durable. I have used several other inexpensive halters and did not have this problem. The store refused to replace so I contacted the company. I was told that they did not cover items that were chewed. They offered me a 25 percent discount on my next purchase but I don’t have confidence in this company now. I see others have had similar experiences.

Die Produkte haben mir qualitativ nicht zugesagt weswegen ich sie zurückgeschickt habe. Auf der Website steht nicht ausrücklich, dass man den Rückversand selbst zahlen muss, was nach deutschem Recht so unzulässig ist und dazu führt, dass der Händler die Versandkosten übernehmen müsste. - Kundenservice wurde daraufhin super unfreundliche und hat dann nicht mehr geantwortet.

Happy with the cooling collar I bought but I had to chase them up twice to refund an item I returned. Once chased, they processed it quickly but this wasn't very slick and I wondered if I hadn't remembered to chase it up, whether I would ever have been refunded. I would recommend sending a tracked return so you can see when it gets back to them - I was glad I'd paid extra Royal Mail fees to do this.

Love these harnesses! I’ve had ours for over 5 years for our pup and it’s still holding up strong to all of our trail activities and picking up our pup when needed. We recently adopted a second dog and bought her a ruff wear harness. The quality has been consistent since our last purchase and she loves the harness!

What a rip off!
I bought a leash less than a month ago and it's already snapped. I sent photos and asked for a refund and they denied me because the leashes aren't designed to be chewed. True, but they're designed for dogs who as they said in their denial "are crafty and determined chewers". E59 when I can get a better leash for less than 1/4 of that price? Ridiculous. But my bad for not reading the TP reviews and for believing that an exorbitantly priced product would be better than something cheaper. Never again.

We’ve been buying Ruffwear exclusively for many years. Between two dogs, easily a dozen of leashes. For the last 3 years, we have 4 leashes for one dog, he is 100 pounds but not a chewer. We’ve had him since he was a puppy at 8 weeks old, never once did he chewed a shoe, a sock or even his toys. His toys are eventually damaged from him carrying them around and cleaning them.
We live on acreage and he has free range on the property to run around; rarely do we take him out on a leash, he is on leash on the once a year visit to the vet, and when his college brother returns home and take him for a neighborhood walk.
All four leashes are damaged, one completely snapped into two. I believe at least two of those leashes were replacements from the company for prior similar issues.
These are rather spendy products and the quality just does not justify the price.
We have knot a long, just at clinch and roamer bungee and trail runner.
One dog, 4 leashes, occasional use, should not all be broken - the rope untwined.
To add, dissapointing customer service, they said it’s from chewing, hard to chew when the dog has no access to the leashes?

Size charts were very helpful. That’s the hardest part about buying dog attire online. But the product quality is excellent. Just made my second purchase despite the prices being a little steep. Having said that, I expect the life jacket (and harness) will last a long time. Shipping was very quick! Overall great experience with ruffwear.com. I’ll be back!

We Bought a 150.00 Dog Harness that snapped within a week of putting it on the dog, there response is to bad not in the scope. I am putting complaints to my secretary of State and FTC and will find other websites to review them poorly complete scam.

Products are nice, but that’s it.

Customer service is not only abysmal, but openly condescending, in March of 2025. Mismatched boots that I’m not allowed by Ruffwear to leave a review about because my bad experience wasn’t of the PRODUCT, itself, just my actual experience of abject incompetence by the company, refusals to cancel a single item from an order that was just placed and not shipped yet, as if they can’t be bothered to call their own warehouses, two week return/refund turnaround bc they can’t afford FedEx for returns, only USPS, mangled emails, nonsensical PDFs and no apology after no notice at all of issued refunds, AFTER an email stating that’s what I needed to wait for, inane “follow ups” about purchases I haven’t even made, a car harness that’s clearly being misrepresented to people who don’t know how incredibly dangerous it is to prioritize COMFORT in a car harness, and a SEPARATE page explains that “crash tested” doesn’t mean the harness PASSED the test, even including a crash test video of a dog in the harness obviously NOT be restrained in any real way by a $100 item.

My main reason for NEVER doing business with the company directly is the OBVIOUS culling of any reviews that aren’t glowing, and the disallowing of ANY reviews that speak about actual customer service experiences. As if those of us who are treated this way must just be unable to see reality, and are out to get them.

The products themselves are typically well built (except for the falsely advertised car harness of course), but it doesn’t make doing business with a company that behaves that dishonestly with their own reviews acceptable to me.

Why not just actually pay attention and treat people decently, instead of trying to hide layer after layer of order mistakes and poor communication from future buyers?

No amount of reinforced stitching is gonna make up for telling someone that their own genuine reviews aren’t allowed to be posted, because they aren’t glowing, and pretending that that’s not what’s occurring.

The products are great, the order was wrong and the customer service is so arduous! Their form wouldn't take any of my return "numbers" There are 3, our order#, customer order# and Customer #, it wouldn't take any of them.

Then you have to schedule a call in PT which is generally in the middle of everyone's day for the rest of the country. When did they become so customer unfriendly? I've ordered from them for over a decade and it gets worse and worse every year. What happened to them?

The products are awesome, and in high quality. Kind, fast and professional service when we reach out after our doggy had destroyed her harness. Repair kit send for free. Love the new toys. Us = Recurring customers.

Just bought another harness and once again it’s amazing I’ve a tiny Pomeranian and the new high and light harness xxx small fits perfectly it feels safe and it’s so lightweight my little dog is so comfortable wearing it you only get what you pay for in my eyes all my dogs wear their harnesses

I had to chase for my refund, received a month after it was returned. Very glad I had it tracked. I had to email 3 times before they said it had been received in the warehouse. No notification that they had received at all.
Not the way to do business or gain customer confidence.
Will not be purchasing from Ruffwear again.