"UPDATE:
Upon posting this negative review (and others) and scouring the Internet/Facebook for an email, I found one. I then emailed William directly, and he sent the order out the next day.
He sent additional items in order to apologize for my wait, which I thought was very considerate.
I have ordered from them again on Amazon, and shipping was very quick. Amazon provides tracking numbers, so I was actually able to have notification when the order was recieved, sent out, and where it was when it was in transit.
I still do not understand why ThePaws.com has non-existant customer service online, however. I am hesitant to order from the website directly, but HIGHLY recommend their new Amazon store
If they keep prices low on Amazon, I will continue to be a returning customer. I just appreciate that my email was heard and William was able to assist me immediately.

------------------
I agree with everyone else, do NOT purchase from this place
I left a VERY positive review on woot.com about them, because the prices were good. My order was placed on October 07, and now it's the 25th. I still have not received it

I have made 2 complaints in the customer support section, and STILL no response

I have never had such a negative experience with an online store
I will be contacting my bank tomorrow to dispute the charges

If I see them advertising again, I will be sure to let prospective customers know of my negative experience"

"Do NOT buy from this company!! I purchased the DealPulp deal that was $12 for $30 worth of merchandise. When I received my products, there was one, a krinkle cat tunnel that was $15.99, that was not included in the package. I emailed twice and left a voicemail once. No one has ever responded to me. I've since sent DealPulp requesting a refund from this company since they don't want to honor their end of the deal. We have 2 cats and 2 dogs and we will NEVER buy from them again. Very poor customer service!!!!"

"I've two rambunctious little kittens who love strings. I ordered the KONG cat snake teaser. It's so cool! Cats love it. I placed my order online in the evening and was told that I would get an email receipt. I get that and the very next afternoon I got a tracking number. Fast service for good product at a great price. "

"I ordered a crate on 9/11 and received a confirmation e-mail that it had processed. My card was charged immediately. I got an e-mail on 9/12 saying the item was shipped. Haven't received it yet and it was supposed to ship within 2-5 days. I e-mailed them on 9/16 and called them and all I got back was an auto-generated response. After getting suspicious, I found this site and am going to immediately dispute the charge on my card and find out who to report them to in California. Wish I'd found these reviews first.
UPDATE: (9/21) After disputing my charge on my credit card and posting this review, I finally got a response from ****@**** with a UPS tracking number. It was legit and the items arrived today so I cancelled the dispute with my credit card company. However, it is still a little suspicious that I received an e-mail from thepaws.com that my item status was "shipped" on 9/12 but UPS didn't even receive such a request until 9/15 so how exactly was it "shipped" on the 12th? Hmmm. Oh well, I got both my items for the agreed low price and they were correct. I wonder, however, if they would have arrived had I not placed this review.
Sorry I can't post his actual e-mail address, as this seems to be the best/only way to get a response if you have an issue--or apparently posting a review on this site will get you a response."

"UPDATE - ThePaws realized what had happened and immediately resolved the problem. They re-sent the missing product and a couple of extra dog toys. I couln't have asked for a better outcome

WHERE IS THE CUSTOMER SERVICE - CUSTOMER SERVICE AT THE PAWS IS NON-EXISTANT.

I ORDERED A PRODUCT AND PAID FOR IT WELL OVER A MONTH AGO AND NEVER RECEIVED IT. I SENT MANY EMAILS TO CUSTOMER SERVICE AND THEY WERE NEVER EVEN READ. i HAVE LEFT MANY PHONE MESSAGES AND NONE WERE RETURNED.

(I placed a similar comment earlier on their Facebook page and they removed it.)
"

"Do not order from this company!! Their customer service is awful and they do not respond to customers at all. I left multiple voice mails on their messaging machine and wrote multiple emails. The product never arrived and I still to this day have not gotten a response. Would not order from this company under any circumstances in the future! The company is a scam."

"Do not purchase from this company!!! I ordered a crate in July , it has Never arrived. I have left countless messages and emails - no response. I'm reporting them to the Better Business B."

"HORRIBLE company. I ordered three pens, two were delivered the other they told me was shipped and I would get last week. They charged my credit card right away. I have tried calling them and emailing them going on two weeks now and NO ONE is responding. I do not know how anyone can run a company like that. I have 6 dogs, they lost a LOT of business from me.
"

"This company is a scam. I ordered on 4/7/2011 with no e-mails no phone calls nothing telling me my order was going to be delayed. I e-mailed a week later asking about the status and he replied it would be sent out in a day or two. Two weeks passed it still showed as processing, I e-mailed twice and left a voicemail with no one calling me back or e-mailing me back. I sent another e-mail to cancel my order a week ago, today my credit card gets charged and I just called up my bank to do a charge back. Avoid this company at all costs"

"I placed an order the first week of April as there was a free shipping offer on Slickdeal.com. I was reviewing the order status a week later and noticed it was still in the 'processing' stage so I emailed asking for a status. I did receive a response stating that several orders were placed and they were behind. Since then I have email two more times and left two voice messages and no response. The website shows the last action was processing the charge with my credit card company! No order sent, nothing. I have contacted my credit card company to dispute and wanted to alert others to stay away from this company as it is obviously a scam. Never had any trouble before with any online dog toy company. My credit card company is going to pursue as fraud also, fyi."

"Took advantage of the Plum District deal of pay $15 for $30 worth of products. Problem 1: I tried to order over the $30 credit and every card I entered said declined, this was not possible. My brother bought the same deal and had the same issue! Problem 2: I ordered the products 9 days ago, finally checked their website today and they just shipped it yesterday... This company is ridiculous. I e-mailed them about the credit card problem and did get a response a few days later saying they had fixed the error and it should be working now."

"Ordered some catnip puffballs. It wasn't clear in the description how they are constructed. I emailed and called customer service to get more info and never got a reply.
So, hoping for the best, I ordered them.
Pure junk. They put cheapo balls in a bag and sprinkle in some loose pieces of chopped up catnip.
What a mess and the cats show no interest in them.
Good luck calling customer service, you just get a voicemail that is never returned. I emailed again and finally got a response from William. Basically he said tough luck and that if I'd had any questions about the product I should have contacted the company prior to purchase. Wow, that's a bit ironic since that is exactly what I tried to do.
What a shame; it would have been cheap and easy to make me a happy customer but William decided that was not important.
NEVER AGAIN."

"Great price and fast shipping. However customer service is severely lacking. I contacted them 3x by email with no response. I called them 8x with no one answering. I even filed a complaint with the BBB on 3/21 and no response from this company.

two words of advice: STAY AWAY"

"I ordered from this ONE MAN SHOW> i never got my order even after 1.5 months. He finally wrote and claimed he didnt like the product when it arrived and would not send it. Promised me cat toys for my trouble. Its been 18 days now since that promise. IF YOU ORDER FROM THEM YOU ARE A FOOL."

"I purchased a dog bed at the total cost of about $86, at the checkout it stated that I should receive the dog bed in 2-5 business days. Literally the next day, the company took the money out of my account. And those 2-5 business days came and went. I still have not received anything. I have called (which always goes to voicemail) and I have emailed but with no returned phone call or email. I will be calling my credit card company to make sure that this charge is credited back to me. Beware!"