Ruffwear Avis 

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.

I recently had an outstanding experience with Ruffwear's customer service that I just have to share. My dog's Ruffwear harness, which has seen a lot of hard use over the years, had a clip break. Considering how durable and reliable the harness has been, I hoped to simply get the clip replaced.

When I reached out to Ruffwear's customer service, I had the pleasure of dealing with Megan. She not only responded promptly but also went above and beyond my expectations. After explaining the situation and showing her how much use we’ve gotten out of the harness, Megan generously offered to replace the entire harness at no cost. This level of customer care and commitment to their products is truly commendable.

The Ruffwear harness itself has been nothing short of amazing. It’s designed for active dogs and has proven to be incredibly durable and comfortable for my dog during our many adventures. The fact that the company stands so firmly behind their products only adds to my confidence in recommending Ruffwear to other dog owners.

In a market where customer service can often be lackluster, Ruffwear shines brightly. Special thanks to Megan for making this experience so positive. They’ve earned a loyal customer in me, and I’ll definitely be choosing their products for all my future needs. Highly recommended!

I have used the Ruffwear dog collars for many years and wouldn’t trust any other make not to open if your dog is a “puller” on the lead. I also use occasionally the harnesses and believe they’re well designed as the dogs look comfortable in them. Having bought in the past rain jackets I’m delighted to have discovered the Sun Shower Jacket as it not only keeps the dog dry but the fabric dries quickly, which is a bonus living in the UK.
I had a slight issue with one item and the company were both keen and prompt to resolve it.
Wouldn’t buy any other make of dog accessory now.

Purchased a Top Rope Collar. It will not open as there is clearly a fault with the clasp. Refusing to pay for return postage as Ruffwear do not consider this a fault rather they said:’ I can confirm the feedback has been taken on board regarding this product and it is being redesigned’. It is faulty so why should i have to pay for return postage. No mention of the inconvenience it has caused. Very, very disappointing ‘service’. Should have bought it off eBay, cheaper and pay for faulty returns.

I bought a 50$ ruffwear swamp cooler off Amazon and it sucks. I got it and within three days from normal wear and tear a buckle broke off still in the latch. I reached out and they sent me an automated message to their warranty which says we don’t replace for normal wear and tear. I messaged on their website cause even with that being said 3 days is ridiculous, never got a real answer. Waste of money and does not hold up well. I bought a cheaper one and it’s lasting save your money

I have made several purchases and I find the products to be on the same quality as Patagonia and Black diamond but for dogs .The shipping has been great to Canada .Also you can find them in most hiking equipment stores now .

Will not be ordering through Ruffwear again. I ordered the emergency backpack but as I went to get the discount code it refreshed the page and accidentally ordered the wrong size. They wouldn't let me change it before the order was even accepted and they don't do exchanges for people ordering from Canada for this particular item. Horrible customer service.

My 16 w/o puppy bit through the Ruffwear rubber stick after one week. Reaching out to CS they replied to read their exclusion clause, where they don’t warranty their toys. Very poor reply for someone that always bought their product because of their quality. Unfortunately quality didn’t carry over to their toys. Time to move on.

I have been trying to get in touch with Ruffwear, but haven't been able to use the schedule a call appointment automated service, since I only have a German phone number.

I am a U.S. military service member stationed in Germany, and only have a German cell number.

I have tried multiple times on multiple occasions to chat and email as well as call without any response.

It is disappointing how easy it was to get a representative to help when ordering and purchasing, and yet seemingly impossible now. I am very frustrated at how difficult it has been to get help with a return, when item is not as described (measured according to website instructions, but product does not fit).

I have ordered 2 sets of winter boots (4 boots in total) and I only received 1 set (2 boots). This is unacceptable to pay for something and not receive it.

Contacting the company is a nightmare too. They are a mess. I would recommend not to waste any time on Ruffwear.

Bought the Front Range Dog Harness - priced @ $47.97 & The Crag Reflective Dog Collar for $29.95, holiday discount & free shipping totaled to $65.25. Got here real fast but that was all that really went well. If I had seen the product and felt the harness prior, I wouldn’t have purchased it. It felt like a cheap life jacket. But tried it any how. Sprayed the dog chew bitter product made specifically to keep dogs from chewing items. And my dog chewed the harness to pieces in less than a half hour. Haven’t tried the collar yet. Went to PetSmart and bought a harness on clearance that was much much stronger for $15 & it has lasted now 5 days. Wish I read the reviews outside of Ruffwear to get a better insight before throwing away my monies.

Doesn't price match - Ordered a harness that was 25% off for Black Friday, and I also ordered a fleece. Then, the following day the ENTIRE website was 25% off... So, I emailed them to ask for a price match on the fleece that I ordered. I got a copy and pasted response saying they can't make any changes to my order once it's been placed. They use Shopify, so that's a lie. Also, my order hasn't even shipped yet. Obviously they won't cancel the order either.

Leash broke within one month of use. Won’t ever use cheap Ruffwear products that are overpriced again, big thumbs down. No help from Ruffwear.

Customer service reached back out and blamed my dogs for chewing part of the buckle that broke. The scuff marks were from the pieces that snapped off. This company couldn’t take responsibility for their poor, quality products. Don’t buy from Ruffwear.

So I ordered the polar winter boots for my dog,ordered a full set of 4.
I only received 3 boots!
How can something like that happen!

Was very annoyed because my dog has injured paws from some broken glass,its why I ordered the full set.

I tried the phone number that was in my confirmation email and it doesn't work.
So I sent an email and yo be fair got a fairly quick response from a lady named Emma,she apologised and offered to send me a pair of boots for no extra cost and they arrived quickly.

The boots are advertised as winter boots but they aren't very waterproof, they do seem to be well made though and I'm pretty happy with them.

4 stars because of Emma and the boots seem decent.

They didn’t resolved my issue, I sent two support requests within weeks, nd never go any comeback from them.I had to call multiple times to get answers about shipping, that takes forever. I recommend Ruffwear products, but the shipping is incredibly bad, along with support