Canada Pooch Reviews 180

Worst Customer Experience Ever.
Leash purchased hurts the hands, sizing guide on website is misleading. Emails are partially ignored, replacement on slush suit for wrong product never ordered, chat function is terrible, phone number is useless - no real customer service- still waiting for a resolve of my issues to no avail. BIG WASTE OF TIME.

I recently spent over $300 on new collars, leashes, and a hands free walking belt for our two dogs. Given the price point, the quality of products certainly do not match up. First, only a portion of my order was shipped. I had to reach out to customer service and seems they forgot to ship the 2nd half. The big issue however was with one collar. It's poorly designed and makes a loud noise as the buckle and ring touch when the dog moves his head. The rubbing of the metal also caused the collar to be completely scratched up after only a week of use. I reached out to customer service several times and each time they ignored my feedback and request for an exchange (the other collar did not have this issue). The products are also poorly designed with very large rings which are unsafe as the dogs could get caught on something very easily, and the carabiner clips are very difficult to open and could be very unsafe in the event you have to untie your dog quickly. All in all, very disappointed in this company. Don't waste your money!

All the reviews about this companies bad customer service and quality should be listened too! Not a good company! They seem good until you have to deal with their customer service. Wanted to exchange some onesies that didn’t fit and was basically told too bad. When you try and speak to someone live, you can’t or they want to set appointments for someone to call back which I did 2 times! Both were scheduled with agent Adrian and both times no one called on the allotted appointment slot. As long as they get your money, that’s all the matters…

I ordered some items for my new puppy - I flew out to collect him and by the time I had him in person to try the items on, they were too small. I requested a size exchange 2 days post their 14 day return policy and they (legitimately) said “sorry, you’re stuck with expensive items that don’t fit”.

I’ll never buy from them again. Even Petco or pet smart accepts size exchanges.

Trying to get in contact with anyone via their customer service line is practically impossible. Their returns system is a nightmare and any mistakes they make on their end, they won't admit to, but it will certainly cost you. For all the money you are shelling out, it's not worth the headache.

After reading rave reviews on their dog boots, (their website) I was pretty excited to receive mine. However, within two dog walks the seam in one boot started coming apart… and within the next month ALL 4 of the boots were falling apart! And as is clearly stated by many others here, customer service is practically non-existent! After several failed-to-connect online chats, emails, (and good luck talking to a real person), and repeated phone calls, I finally got ahold of someone. I was asked to send pics, which I did. That was 3 weeks ago. I’ve all but given up.
And I’m guessing that’s what they’re counting on.
Terrible business.

My Canada Pooch harness snapped within 13 days of purchasing with my 5-month-old pup running off. Luckily, we managed to get him back eventually. Harness looks good but poor quality.

So disappointed. The quality is ok but their policies and customer service are terrible.

Absolutely The Worst customer service that I have experienced! I purchased dog boots for my dog that fell off and didn’t fit. They have a brief return period, so I tried to exchange for a size up and customer service essentially said sorry they couldn’t exchange for another item or return. I have lost over $60. (I had surgery so missed the 3 week window to return). Recommend not purchasing from Canada pooch due to poor customer service.

Worse customer service! It's impossible to get anyone on the phone. Finally got someone on the live chat option. They charge for shipping and returns! Most companies provide free returns. They charge a $7 handling fee. Pets are hard to shop for in apparel and accessories because even after following the measurement guidelines on the website the item was still too big. So I originally paid $62 and am only being refunded $49. Do not waste your time with this company! Shop at Chewy! They have amazing customer service and great product! Also, I tried posting a review on Canada Pooch website and they immediately deleted it! Stay away from Canada Pooch!

This company refuses to post my review. The product I purchased was garbage, made of inferior materials. The customer support is essentially non-existent. It appears the reviews on the Canada Pooch website are padded to show a high overall average. Beware dealing with this company.

My email to Customer Service after they refused to approve my return. Hello; Thank you for your email. These were Christmas presents which I gave to each of my children’s dogs for Christmas. Due to Covid, our Celebration just happen this past weekend, so I would ask that you please make an exception for me to exchange two of the outfits (all with tags) for different sizes. As you know these are unprecedented times, and I would hope, especially for a company‘s goodwill and reputation, you wouldn’t be so ridged in your return policy, especially through the holiday season and the covid epidemic
Look forward to hearing from you.
Their Reply:

"While I understand the frustration here, unfortunately, it's too far outside of our return and exchange window for me to be able to accommodate an extension. I've passed your feedback along to our leadership team for future consideration.
I am so sorry for any inconvenience."
All the best,

Also, I left a phone message with no reply. Terrible Customer Service...and by the way, my "inconvenience", was $120! After hearing about Canada Pooch's response, all our family and friends will never use their products again.

Their Customer Service is terrible. We placed an order then noticed on the order confirmation another size than the one we ordered. I sent an email immediately. Got a response back that I had to pay $7.00 to return it. The order has not left the warehouse but they said they cannot contact the warehouse to correct the problem and get the correct size I ordered. I then tried to use Chat to get problem resolved and they said someone would help with 1-2 minutes to get my problem solved. After 7 minutes no one came back on. I called the direct number listed and left a message to call me back. They did not call back. I seem to be having the same problem all the other people are having here. This is the first time ordering from Canada Pooch and it will be the last. I have never run into such deplorable Customer Service.

Do not order from this supplier!
Have bought their products in the past from Pets at Home, etc with no issues. Winter coat for our dog wasn't available from UK distributors so decided to go direct - BAD IDEA: order took ~4 weeks, size from their chart was wrong. Online exchange is a disaster: don't acknowledge an exchange, issue confirmation of a RETURN w £7 "processing fee", the "label" is their printed address without a bar code. Funnily our refund amount appears as US Dollars on their website (1:1 exchange rate?). When I tried to contact support RADIOSILENCE. I don't trust them to refund, will just gift the item to our neighbours with a smaller dog and never buy their products again DIRECT or INDIRECT. Also registering a Consumer Rights complaint.
P.S. After 3 days of no reply, I get a response "oh, we don't offer exchange outside of US or Canada. It's in the FAQ". They quote prices in £, they sell via UK distributors, yet for direct purchases they 'hide' the no exchanges policy in the FAQ. Totally dishonest

I had a problem with my order and getting a hold of customer serice is very difficult. When I finally did get hold of customer service, they said they couldn't help me.

The manager was supposed to call me back. He/she never did.

Awful customer service. I placed an order on Friday night and decided to cancel the order on Sunday. They don't have customer service hours on the weekend so I called first thing Monday morning. They said it's impossible to cancel and if I don't want the items I should just return them and pay the return shipping fee because they don't offer order cancellation. They should clearly state this upfront or have customers check an acknowledgment box when making a purchase. Their response is basically F U, deal with it.

Initial orders were great. But now that I have a return, they will not respond to multiple phone call messages or e-mails. Quick to make the sale, but they don't want any returns or to give refunds. STAY AWAY FROM THIS COMPANY. You're screwed if you need to return anything.

I had the same issue as everyone else it seems.
They sent me the wrong size and I had to email them 4x to finally get a reply. They told me I have only 15 days from delivery to return the item, a week of that was just trying to get ahold of them and now I have to wait for them to get back to me with the shipping label. They're also charging me $7 for restocking fees when it's brand new in the bag still. Absolutely p***ed off rn....

I wish I had found these reviews before I ordered directly from them. Coats arrived, they were both too small... after multiple attempts to contact them for a refund with no replies, I'm about to contact my credit card company to file a dispute to get my money back.

Wanted to love Canada Pooch but my overall experience has been very poor. Impossible to get a call back, email response is incredibly slow, and returning the item cost me $12.50 because the item didn't fit my dog. All in all a negative customer experience.