Canada Pooch Reviews 180

Excellent service. Size of dog's cooling jacket didn't fit so they paid for return shipping and send me replacement. Very professional and polite, replied to emails very quickly. Thank you very much.

I can see that my horrible customer service is nothing new. Whoever is in charge of that area should be removed immediately. I ordered 3 coats but One was too small ( I based the order off of their size chart ). Between the time I ordered the coats and the time they arrived, the prices increased dramatically. One of the coats went up over 30% ($60 - $81). I determined that I might as well gift the small one to someone else and order a new one. I asked if I could possibly get a small discount on the fourth (before I had noticed the price increase). She offered free shipping. She must have forgotten that shipping was already free, so once I saw the price increase since my original purchase weeks prior, I simply asked if she could match the original price. She said a bunch of bs about how she can’t see what the original price was but would be happy to provide an exchange, but after the $35+ It would cost for me to send it back, I said I’d rather buy the fourth. She said she would be happy to adjust if she’d made a mathematical error, to which I replied “that would be great”. Then she goes ahead and processed the exchange anyways. The same exchange I had told her very clearly 3 times already that I wasn’t interested in doing. It’s been 5 months and my third pup is still without her matching coat because this penny pinching teenager can’t figure out how customer service works. The fact that they jacked the prices up 30% over 4 weeks shows that these people are a tad greedy. It’s very disappointing because we really do like the costs, but I refuse to support them based on the way they run their business. It’s a shame and it’s going to be their downfall unless they do something about it soon.

After reading the other reviews about their lousy customer service, I have to write that I cannot even get something ordered, forget trying to return something. their website doesn't work, their phones don't work and their chat doesn't work either. forget this company, great products but not worth this hassle.

It took about a week before they even shipped the item. The sweater is beautiful, but my dog wore it 3 times before I saw a large hole at the arm seam. I couldn’t find the order number online to initiate an exchange because they reset their system. Their phone line is shut down, so I emailed to get the order number, and after a week, I decided to order a new one and ask for a return instead. After more than a week I finally got an order number with info on how to exchange/return. The order number was to my new order, not the original order. Expecting to wait more than a week for this response too. Unacceptable. This biz is a dumpster fire!!!

It seems my experience is similar to others who have posted here.

Initially the purchasing process was good. On 2 separate orders, I (eventually) received the items. Most of the delay I believe was the fault of Canada Post - although there was several days, probably about a week, from time of order to time the packages were sent out by Canada Pooch.

However the items were too small, and on the second order I am unable to exchange because the sizes I need are not in stock. Therefore I want to return. However the website will NOT allow a return, only store credit, which is NOT the policy I agreed to when I purchased. They refuse to answer emails, and the phone lines are not answered. I sent them one more email demanding a proper return, and if they do not answer I will dispute the transaction with my credit card company.

AVOID this company! The products seem to be decent quality, but if you need any sort of customer service, well, you're not going to receive it.

Worst customer service ever. Stay away from them. They do NOT allow credit card refunds.
They do not answer emails, phone call; the live chat does not work. Unbelievable lack of professionalism.

Extremely poor service.. waited weeks for order and when it FINALLY arrived, was missing an item. Sent an email to customer service (no one answers the phone and online chat is deactivated). Sent another email today. Will now call my credit card company to dispute the charge. What a terrible company and to say they are in Canada is a true embarrassment for those to like to support locally.

I really wish I had found these reviews before I placed an order. I am having the same exact experience as others. Placed an order in part because of the boasting easy exchanges and returns but they are ignoring my emails, have their phone shut down, have their online chat shut down, and their online returns/exchanges form gives you an error message at the last step. They have tons of angry comments on social media about all the issues customers are having. I left negative reviews but expect them to be deleted. (No wonder all their products are reviewed so highly!) I'm left with no option but to dispute with my credit card company.

Terrible customer service. Ordered two coats received only one. Called them. Recording says you can’t call us you have to email us. EmaIled them. No answer. Will dispute the charge and have it reversed with the credit card company as they are silent. shame on you.

Stay clear of this company. Wont answer their phones. Email said they'd get back to me....still waiting. Online chat...guy says it was shipped weeks ago,so its not our fault. Then refund me my damn money or send me out the product I ordered again. Such a run around.

The customer service when purchasing is great. Until you buy it and it doesn't fit. Bought my dog a pom hat. I asked what size I should go with, got that size, and his ears dont stay in the holes, it doesnt fit. In order to return it you have to pay a restocking fee. So between the shipping (I think it was like $7) and the restocking fee... I barely got any money back and they get to have the product back. I paid $25, returned the hat and got refunded $12... wow.
I looked for another item to use store credit on but I was concerned about losing even more money with another possible restocking fee. I am really thinking they should change this policy. I wont be shopping there again.

I love the products but need to return one item. I cannot get the shipping label on line and no return calls or emails returned. Very frustrating! I would not order again.

We ordered a jacket and harness on May 8th. We were advised that it would take 7 to 20 business days to arrive in Dublin, Ireland. On May 30th, we checked the tracking. It had not left the DHL distribution in Illinois. We contacted them. They said it was taking a while. We contacted again on June 5th as the tracking number completely disappeared. Didn't get a response until June 8th. Checked the tracking on June 11th. It showed returned to CP. We contacted again several times have heard nothing. Very frustrated. We specifically ordered these items from because we know that CP places an emphasis non quality, but clearly not customer service. #Pupset, as we can see you have time to update your social media.

Purchased the "Soho sweater" in magenta color 24" during their black friday special. Measured my dog exactly as their size chart pictured. When I received the product I was so excited and really wanted to love this sweater for my dog. The quality of the product is very well made, good quality. Here is the issue...sizing is not as described and the product description needs to be better. The "neck" on the sweater in no way can fit over my dogs head, it is extremely small and would not fit over a small dog, plus their are "sleeves" on the sweater that is very confining to the dog and would not allow movement for the dog to walk comfortably or lie down. I have now wasted $57 on this product. Cannot return due to the shipping costs back to Canada. I posted a review on their website and it showed for 1 day and they deleted it. You will notice only 5 star ratings on their website because they delete everything else. It's unfortunate because I really liked the sweater and the quality is very good; but customer service on their part is non existent and they just want your money. No email response from them either. BUYER BEWARE!!

While this company has nice products, I will never purchase from them again as I question the integrity of their customer service. I purchased an item and returned it a few days later as it did not fit.
After about 2 weeks, I had not yet received a refund, so I contacted customer support. It took me 3 more emails over the course of a month and a half to get a refund, even though each time they assured me it had been processed and I'd been "credited." It took me telling them that I had confirmed it wasn't an issue on my bank's that end for them to actually refund my money. I sincerely hope that this was just incompetent service and not a company trying to scam a customer out of a significant sum of money hoping I would not check to verify the refund.