Puppies.com: most-reported complaints
Automated analysis of 346 public Trustpilot reviews published 2023-01-23 to 2026-09-11. TrustScore 4.8 from 2,300 total reviews — see the Trustpilot page. Quick answer: is Puppies.com legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues categorized as 'Other,' accounting for 33% of the 76 complaints identified across 346 reviews. Account and app problems represent the next most frequent concern at 21%, followed by items not as described at 18%. Support being unreachable is cited in 9% of the complaints. Trends indicate that 'Other' issues are rising, while account problems and support accessibility issues are falling.
How to reach Puppies.com
These are the contact details Puppies.com publishes on its Trustpilot profile, as of our last check on 2026-09-24 — it publishes no phone number there, email [email protected], address 625 Kenmoor Ave SE, Ste 350 PMB 84304, Grand Rapids, 49546, US.
The company claimed its Trustpilot profile on 2023-09-27, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-08. Trustpilot ranks it 11 of 125 in Online Marketplace. We last checked this profile on 2026-09-24 and found 6 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.8 → 4.8 across 12 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (100%, 1.1d) · 2026-08-24 (100%, 1.1d) · 2026-08-27 (100%, 1.1d) · 2026-08-30 (100%, 1.1d) · 2026-09-02 (100%, 1.3d) · 2026-09-08 (100%, 1.3d) · 2026-09-12 (100%, 1.1d) · 2026-09-15 (100%, 1.1d) · 2026-09-18 (100%, 1.1d) · 2026-09-21 (100%, 1.1d) · 2026-09-24 (100%, 1.1d).
Severity: 30% of this company’s 76 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 3.1 days between the experience and publishing their negative review (101 reviews record both dates).
Measured reply time: across 99 negative reviews that received a public reply, the median wait was 0.7 days — the company profile reports an average of 1 days.
Reply quality: of 99 company replies to negative reviews analysed, 21% engaged with the specific problem and 41% were generic templates.
61% of its 246 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: other makes up 33% of this company’s complaints vs a 22% median across 249 ranked companies in its sector.
Review velocity: 676 of this company’s 2,300 Trustpilot reviews (29%) were written in the last 12 months.
What are the most common complaints about Puppies.com?
Other
25 reports · 33% of complaintsrising since 2025-07“Despite the seriousness of the situation, Puppies.com still declined to remove the testimonial or provide what I felt was meaningful assistance.”
The company replied on 2026-08-17: “Hello, Thank you for sharing your concerns. We understand that situations involving buyers can become difficult, particularly when there are disputed facts or circumstances that extend beyond the…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“She had a level 3 infection in both ears”
The company replied on 2024-07-08: “Hello, Puppies.com is an online bulletin board service that provides a platform for buyers and sellers to connect. The completion of any purchases are done directly with the seller. We provide Buyer…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“I Paid for the Membership as A Breeder and Only Received Phone Calls from Other Countries and Florida. All Were Scammers”
The company replied on 2026-06-12: “Hello, Thank you for sharing your experience. We're sorry to hear that your time on our platform did not meet your expectations. We understand how frustrating it can be to receive inquiries that turn…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Account/app problems
16 reports · 21% of complaintsfalling“I got my financial identity stolen starting on your account.”
The company replied on 2026-06-05: “Hello, We're very sorry to hear about your experience. Identity theft and financial fraud can be incredibly stressful. While we take security seriously, sophisticated scammers sometimes misuse online…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“my account was suspended by the admins for not strictly following the guidelines.”
The company replied on 2024-12-16: “Hello, Puppies.com receives many complaints about inaccurately marked listings from both potential buyers and other sellers alike. We do reach out prior to any suspension requesting sold listings be…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Featured breeders are scammers and even after showing proof one of their darling breeders stole my money they suspended me”
The company replied on 2024-05-20: “Hello, Featured breeders are those that have an active Premier membership. It's unfortunate that you did not have a good experience with the seller you chose to contact. We have Buyer Tips and…”
Our classifier read this reply as a deflection.
Not as described
14 reports · 18% of complaintssteady“puppy was presented as healthy at the time of sale”
The company replied on 2026-04-10: “Hello, We’re very sorry to hear about your experience and the challenges you and your puppy are facing. That sounds incredibly stressful, especially when it involves your family and a young pet’s…”
Our classifier read this reply as a deflection.
“Now he's a she.”
The company replied on 2024-08-26: “Hello, It's unfortunate that you did not have a good experience with the seller you purchased from. If the seller has not followed their contract you can pursue legal action if necessary. Hopefully…”
Our classifier read this reply as a deflection.
“Come to find out, they had giardia. Both wouldn't stop eating stool.”
The company replied on 2024-01-08: “Hello, I'm sorry to hear about your negative experience with the breeder and the health issues your puppies are facing. It's unfortunate that some individuals engage in unethical practices, and it's…”
Our classifier read this reply as a template response.
Support unreachable
7 reports · 9% of complaintsfalling“Non responsive sellers! Waste of time!”
The company replied on 2025-07-29: “Hi there—sorry your experience fell short. We expect all breeders on Puppies.com to respond promptly, and we remove listings when sellers go silent. If you’ll email [email protected] with the…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“wasn’t getting Andy responses back”
The company replied on 2024-10-24: “Hello, It can be frustrating when you aren't getting a quick response from a seller. You can try contacting them again through the Puppies.com Message Center. Sometimes messages can get missed, so…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“So far I cnt get incontact with anybody to buy this Website is difficult”
The company replied on 2024-06-06: “Hello, It can be frustrating when you don't hear back from a seller about a puppy you are interested in. You can try sending another message through the site or look for additional contact…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Faulty product
7 reports · 9% of complaintsfalling“She had a level 3 infection in both ears”
The company replied on 2024-07-08: “Hello, Puppies.com is an online bulletin board service that provides a platform for buyers and sellers to connect. The completion of any purchases are done directly with the seller. We provide Buyer…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“I bought a dog that had parvo and I had not idea till the next day took the puppy to vet and he died”
The company replied on 2024-04-04: “So sorry for your loss and that you did not have a good experience with the seller you dealt with. Hopefully you will be able to resolve the situation with the seller or dispute your payment through…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Dog is incredibly sick.”
The company replied on 2025-06-03: “Hello, Thank you for reaching out to Puppies.com. We’re truly sorry to hear about the difficulties you’ve encountered with this seller. If you made a purchase or paid a deposit based on a listing…”
Our classifier read this reply as a deflection.
Misleading pricing
5 reports · 7% of complaintssteady“Puppies.com is manipulating people mind to sell the puppies based on how much money they would get”
The company replied on 2026-02-16: “Hello, Thank you for providing your feedback about the site. All users on the site have the ability to complete the ID verification through their verifications page once they are logged into their…”
Our classifier read this reply as a deflection.
“The only way to view the email was to pay the monthly subscription, so I did. And the email read “is it still available?””
The company replied on 2024-04-12: “Hello, Thank you for your feedback. I'm sorry you did not have a good experience on our site. We have refunded your payment back to your card. Going forward you are welcome to add your contact…”
Our classifier read this reply as a substantive response.
It promised: refund.
“Foe me, it ended up being a waste of money”
The company replied on 2023-10-13: “We appreciate your feedback. Sorry to hear you didn't have a good experience with the site. Puppies.com Support”
Our classifier read this reply as a template response.
Compare Puppies.com with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-12.