"Personal touch ... unparalleled customer service ... ": phrases used by The Dog Outdoors to describe their engagement with customers - too generous by far. In-stock doggy vest took SIX daze to ship, ten days to deliver (355 miles) arriving too late for our departure on trip requiring it. So too the two messages I sent four days after order to nudge shipment (one using "Use The Form Above For The Fastest Response", one using support email) were ignored, though there was ample time once messages were received to bump up shipping speed for vest to arrive in time for trip. Nothing. I see package has been delivered today as well as proprietor Scott's gee whiz reply five days after my attempts at contact. He writes, "The tracking says it will arrive today, but I'm not sure why it took so incredibly long." Bro - it took you SIX days to even ship item, though site touts same day ship if order is made by noon, as mine was, a reason I bought from Dog Outdoors. "Unparalleled customer service" - true. The Dog Outdoors' glacial shipping times, disdain for communication, and laughable USPS-blaming have no parallel in my online shopping experience. read more

Absolutely terrible customer service. I reached out after realizing this was a third-party company, and Scott initially emailed saying he would help because he didn't want me stuck with products I couldn't use. After that, he completely ghosted me--ignoring every follow-up email. I ended up having to contact the third-party company myself just to confirm my order. Paying a commission for this kind of service is pointless when I could buy directly from the manufacturer for a fraction of the cost. This is 2026--almost everyone has internet access--yet this service feels completely outdated. I tried ordering boomerang tags, a company I've trusted for a decade, but accidentally clicked on their site through a search. The experience was a nightmare: first an unhelpful bot chat, then a disinterested owner. Frustrating and completely avoidable. read more

The Dog Outdoors - No follow up service after this, completely ghosted. - Pet Stores Near Me - Austin, Texas

Poor customer service. Website says they ship same day or "within 2 days". After a week of nothing I contacted them and they hadn't even shipped the item. They didn't even respond to me, just dispatched the order a week later. Did not receive in time for my needs. Not okay. read more

Horrible Customer Service. Like the other one star review, Chipper J, I've been trying to get a hold of the company for almost a month. I've left phone messages and have emailed them 4 times. No one has ever returned my call or emailed me. The only reason I bought from them was because I was supposed to be able to return the dog coats if they did not fit. Horrible. Horrible. Horrible. read more

Would give them zero if I could. ZERO customer service; even trying to take into consideration their 'small family business' status, they should get back to you AT SOME POINT. NOT.....NEVER!!!!!! I have filled out their contact forms, e-mailed their owner, and tried their phone number (which is not in service) many times over thre last two weeks. If they were closing down they should not have fulfilled my order.....that would be fraud since the item (a dog life vest) supposed to be exchange-able or returnable. I tried so many time to get in touch to just do an exchange and finally gave up and sent the item back. Post office says it was delivered there but there is STILL NO ACKNOWLEDGMENT of my mails or contact forms requesting confirmation that they will be issuing a refund., A shame, really, as I try to always patronize small businesses, but this complete and utter lack of ANY reply for over two weeks is why people now feel safer buying from Amazon. No idea why the reviews were so solid (one of the reasons I felt OK to buy from them) b/c my experience is 180 degrees the opposite.....STAY AWAY unless you are OK to throw your money in the toilet. read more

Scott helped us through a mixup with an order, and even provided a refund in addition to a replacement when the correct size took some time to return in-stock. Thanks Scott! read more

A year ago I placed an order, I received part of it fairly quickly. Great, but the most important part of it wasn't there. As time went on I sent several emails and tried calling about the rest of my order. No response from this company, ever. I am fairly patient about delays, but to receive nothing has been frustrating to say the least. I guess I'll have to write this off but I haven't had customer service this poor. read more

This is an updated review. While I was initially unsatisfied with the customer service, Scott finally sent the dog coat and provided me with a significant discount which I appreciated. read more

I have two dogs that I have had to walk separately with my Walk Dog bike attachment and I can't thank Scott enough for sending me a double-side jaw clamp so that I can now walk both dogs together. Apparently this item was discontinued by the manufacturer and luckily for me, Scott still had one available which I was able to purchase from his store. Not only did he send the clamp, but he also added a large dog tug-of-war toy that my dogs love playing with. I appreciate Scott's prompt assistance, generosity and top-notch customer service. read more

Poor online ordering experience with this company. When I placed my order, their website stated orders are "shipped the next day" (looks like they've modified this language) - so I proceeded to order as I needed the item quickly. After 3 days, I had not received a shipping confirmation so I contacted the company to cancel. They did not reply to my email for 2 days. Coincidently, the shipment of my item was "initiated" that same day. My item was actually shipped 1 week after I placed my order (it came directly from Ruffwear in WA state, not from The Dog Outdoors in TX) . Upon receipt of my order, I requested a return by email - it's been more than 6 weeks and The Dog Outdoors still hasn't responded. read more

Customer service is RADIO SILENT. I ordered the Buddyrider dog bike seat and then the day after I placed my order I found the item for approx $25.00 cheaper from another seller. I contacted The Dog Outdoors to ask if they price match and stated that if they don't I'd like to cancel my order. I didn't hear back and then got an email notification later that day that a shipping label was created for my order. So I sent another email (their preferred method of communication, per the website) requesting to cancel the order and stating my frustration that I didn't hear back re: my original request to cancel the order. To date, The Dog Outdoors has not returned either of my emails but has taken my payment and shipped my order (it's set to arrive tomorrow). At this point, the most frustrating thing is that customer service is radio silent regarding my requests. Ultimately, it's not a big deal to me if they don't price match or are unable to cancel orders, it's that they didn't even acknowledge my requests as a customer. read more

I had the worst customer experience. I am a dog owner and live in Massachusetts and wanted something for my cold winter hikes with my dog. I ordered the Roughwear Vert Dog Coat and received an email that I should have received the coat, but I didn't. I emailed the company twice, and finally emailed and called the owner Scott. He emailed me back and apologized for the bad customer experienced and said he'd find out what happened at the warehouse and also discount me significantly, which I didn't care about, I only wanted my coat. Then nothing. No response to multiple emails and calls to find out the status of when I'd get my coat or even if they still had them in stock. No response. Nothing. Now my dog has no jacket during this cold wet Massachusetts weather and I have to start all over. I suggest going elsewhere for your business. read more

AWESOME!! I ordered a tag that was not compatible with the collar I wanted, instead of shipping it out and making me deal with it Matt called and told me it wasn't going to work and changed my order to a tag that would fit the collar. It's hard to find customer service like this anymore, I will not go anywhere else for my dog needs! read more

I own a dog walking and pet sitting business in San Francisco. This year as part of my clients' holiday gift bags I ordered personalized dog treat jars for each of my pups. With this order we ran into a couple of unexpected "bumps in the road". Sometimes you can learn more about a company by how it responds and handles a less than perfect experience. I am happy to report that Jenny from The Dog Outdoors was communicative each step of the way, never once tried to shift blame (a personal pet peeve of mine), and resolved all the issues and my gift bags are going to be delivered on schedule! It's refreshing to encounter great customer service when it seems to be lacking these days with many other businesses. I wholeheartedly recommend The Dog Outdoors. Plus the personalized treat jars are fantastic! read more

TDO offers a large selection of quality products. Customer service is excellent, and the videos on their site really helped me decide what would be the best products for my dog. Will definitely order from them again! read more

Beyond excellent customer service & very helpful website info on products (instruction videos, specifications, etc.). I discussed specific questions w/ owner Scott who researched & answered them on adaptability of a product to an unusual use; he also put me in touch w/ the product designer who was able to identify accessories required for my adaptation. My dog is my family & I've not had this level of service - ever, from any retailer. Folks, please support our independents - they bear the cost in time & trouble to truly provide 'service' - it's simply NOT available from their big box & Monster-Zon competitors. They can't survive without us! Big, big thanks to Scott & his entire team - they take the extra steps! Customer for life, Addie's Mom read more

Purchased a "Soggy Doggy" for my dogs to wipe their feet on when it rains and could not possibly be more thrilled with this thing. All they have to do is walk (or run) across it and no wet footprints on my white tile. It's amazing! Ordering process was easy and shipping was fast. read more

I bought the Walky Dog PLUS Leash and a padded harness in addition to some other stuff. The Dog Outdoors shipped my items quickly, and they have GREAT customer service. They really seem to love dogs, and their products work very well. read more

Found everything I needed for great prices, and even though there was an inventory system error and the safety jacket I ordered was in actuality out of stock, Scott emailed me the day I placed my order and told me he'd ship me last year's model for 50% off. My order shipped that day and the refund went into my account a few days later. I am so happy to support a small business, especially one that takes the time to communicate and handle orders expediently. read more