Tuft + Paw Avis 8

Do not subscribe for monthly delivery. I canceled in May and not charged. Then comes June, I received an email of an upcoming delivery which was charged to my debit card. I immediately cancelled AGAIN and requested to not charge my account. I get an email stating the product was already in shipping. If I cannot refuse the delivery and receive the product the best best they can do is issue a store credit!! Really, I don’t want your store credit. I wish I never even purchased two months worth before cancellation. The product was never excepted by my cats and I tried many ways of introducing the food. Packaging is horrible. Customer service is worst. Buyers Beware!

I wish the company was competent as the litter was decent. They don't respond for a while, and when they do, it doesn't typically resolve anything but they seem to think if they write cute, they can get away with trash customer service. They also cheap out on couriers, so it's a big risk that you will even receive your purchase. All of this for an overpriced product. Do yourself a favor and don't buy from tuft and paw.

For some reason, my cat started enjoying tuft and paw cat food. I was thrilled, she ate the entire case. So I ordered more directly from tuft and paw. I ordered a case which has 12 smaller boxes. I received one single box for some reason! So they sent me the correct order. For some reason, my cat won't touch it.

I had a very disappointing experience with this company’s customer service. I initially placed an order for cat food, litter, and treats. My cats did not eat the treats, but I gave them away and did not request a refund. My cats also did not like the food, but I did not attempt to return the first order of 36 boxes. I also didn’t care for the litter and decided I would not reorder.

Despite this, the company automatically shipped another 36 boxes of cat food. When I contacted them, they refused to issue a refund and instead offered store credit. This was not helpful, as my cats do not like any of their food and I have no interest in their products.

Be very careful when ordering from this company, especially regarding subscriptions and automatic shipments. Their refusal to provide a refund for unwanted, automatically sent products was extremely frustrating

Although I think the window ledge is great, the blanket they sell to go on the ledge is several inches too large on all sides. It is larger than the one photo they show on their website.

The customer service I received in my attempts to return the blanket were awful! Response time took over a week and their chat system is just the slow email response. There is no return information provided on the website and they would not give me that information because I no longer had the original packaging. They also challenged my saying it was not like their website photo.

Despite the product being the wrong size, they would not accept a return and sent me well drafted responses that apologized for my ‘customer experience’ but never took accountability or ownership or responsibility for the product misinformation and incorrect sizing.

Fortunately, credit card companies do not tolerate misleading information when selling products and I will look to them for the credit that Tuft and Paw refuses to provide.

I would not recommend purchasing from this company that does not stand by their products and is not customer focused. Their handling of problems and returns is unsatisfactory.

NOTE: Tuftandpaw says they post all reviews immediately however mine is not posted and thus I will post elsewhere.

6/23/26: Edit to add that showing the credit card company the website photo and my photo of the different size blanket received resulted in getting refunded. Tuft and Paw’s response here, 6+ months after the purchase is ineffective, especially since they could have contacted me directly.

Terrible customer service. I have sent several emails to them requesting to return one of two my unused items from a recent order that was too large for my pet. They still have not replied.

Be careful with orders. They are tough with cancelation claims..

I had an issue with payment and when I realized they processed an order before I could cancel I reached out to them but they were not helpful. Apparently I was told I have to wait for it to be delivered so I can refuse it and be sent back to them to get a refund even tho their order tracking says only a shipping label was created and the carrier was not in possession of the package which means it was in their shipping processing center and instead of reaching out to them and backtrack they wanted me to go through the hassle of refusing shipment mean while it sits at their processing facility.. be careful of you have to deal with their customer service they rather have you go through the inconvenience than them dealing with it so you don't have too.

When I contacted their customer support team about a 35% off offer that wasn’t working, it took three days of back and fourth emails before they refused to honor the discount.