Complain About A Pup Above - learn how to file a complaint

Best ways to complain to A Pup Above

⏱️ Estimated Response Times from A Pup Above After Complaining

Honestly, getting a reply can feel like it takes forever, no matter what the official times are.

🔍 Tips to Get a Quicker Response from a Complaint

• Call right when they open at 9 AM CST to beat the queue.
• Have your order number and the batch code from the packaging ready before you call or email.
• Keep your first email short and to the point. Subject: Urgent Issue with Order #12345.
• If you're complaining about the food itself, mention your dog's breed and why you think it wasn't a fit. It shows you're serious.

How to Escalate Your Complaint

If customer service isn't helping, your next step is to make a more formal complaint. The Better Business Bureau (BBB) is a solid option in the U.S. You can file a complaint on the BBB website, and they will act as a mediator between you and A Pup Above. The company is then expected to respond publicly to the complaint. The BBB process is formal, so be prepared to document everything with dates and order numbers. It's not a quick fix, but it often gets a response when emails are being ignored. Before you can escalate to the BBB, you usually need to show that you've already tried to resolve the issue directly with the company first, so keep records of your calls or emails.

Subject: Formal Complaint Regarding Order #[Your Order Number] - [Brief Issue Description]

Hi there,

I'm writing again to resolve an issue with my recent order, #[Your Order Number]. Despite my previous attempts to get this sorted out, the problem remains, and honestly, my patience is wearing thin.

On [Date], my delivery arrived with [clearly describe the problem, e.g., the wrong recipe, damaged packaging, a missing item]. Having to spend my time chasing this down has been a real inconvenience, especially given the premium price of your products.

To resolve this, I need you to [state your desired outcome clearly, e.g., issue a full refund for the affected items, ship a replacement order immediately].

Please be aware that if I don't receive a satisfactory response and confirmation of the resolution within 48 hours, my next step will be to file a formal complaint with the Better Business Bureau and dispute the charge with my credit card company.

Thank you for your prompt attention to this matter.

[Your Name] [Your Account Number, if applicable]

Pro Tips for Making Your Complaint Heard

• Ask for a Supervisor Immediately: If the first person you speak to on the phone can't help, don't waste time re-explaining. Politely but firmly say, "I'd like to speak with a supervisor or manager, please."
• Use a "Paper Trail" Subject Line: For emails, use a subject line like: "Complaint Follow-Up: Order #12345 - Still Unresolved." This shows persistence.
• Request Written Confirmation: After a phone call, ask the representative to send you a summary of the conversation and the agreed-upon resolution in an email. It creates a record.
• The Reddit Tactic: One user on a pet forum mentioned they got a quick response by posting on Instagram. They didn't just tag the brand; they posted a picture of their dog looking sadly at the wrong food bag with a calm, factual caption. It's a bit dramatic, but it can work when you're being ignored.

Tired of refreshing your email, waiting for A Pup Above to tell you what happened to your expensive order? Sound familiar? It's that sinking feeling when you've spent good money for a great product, but their support is slow, and you're stuck in limbo. No joke. Instead of re-explaining your issue for the third time or trying to figure out their support hours, let Pine AI handle it. We send the persistent follow-ups and handle the back-and-forth so you don't have to. It just gets the job done without you losing your cool.