maxbone レビュー 

UPDATE: They don’t send the correct item, then pass you around internally instead of fixing the problem. I had to follow up daily for a full week, repeatedly sending photos in different file formats, even though the issue was simply that part of the leash was missing. This went back and forth seven times for something that was clearly explained in the first email.

Now I’m being asked to respond again about this review. I’ve spent an unreasonable amount of time trying to resolve a very basic fulfillment error. It feels like the process is intentionally dragged out in the hope customers give up. Extremely poor customer service. I won’t purchase from them again.

They will steel from you if you don't watch them. I ordered three items online. Nothing happened for a while so I suffered through one of the most annoying gatekeeping "chat" features to get to customer service (there is no phone number, email address or any other way). I was later informed all three of my items were on "backorder". Highly unlikely all three were. They said I could wait to see if someone returns something. Clearly, they were happy to just keep my money and provide nothing for it.

I first reached out to Maxbone's customer service team on May 13th, 2025. It is now May 25th, 2025. I ordered a travel carrier for my pet. It came jammed in a box that was too small. I used the plastic inserts provided for support, but the carrier remained limp and compressed and unsuitable for my pet. I asked for a refund in full, including shipping, for the defective product I received. 12 days later, I have continued to get the runaround. I have been told countless times, "We're still waiting on a response from our team." At this point, this company has proven themselves negligent to their customer's needs. This is entirely unacceptable.

Very bad quality.
Overpriced (x4)

terrible design and overpriced
hidden fee of 10 dollars to return it

I wish I had read this review before ordering from Maxbone.

The products are definitely overpriced and the customer service literally not understanding what you telling them , it’s like they don’t speak English , and you have to pay a fee every time you return. I’m trying to return 4 things and their system saying one was already returned which is not, it’s still at my house lol so I prob won’t even get refund on it all . I reached out to the customer service and try to explain in several emails what’s going on and they’re asking me now if they should cancel my return, i never asked anyone to do that , it’s like talking to a to a wall . For the price of their dog products you would think you could at least get better customer service.

Be very careful ordering from maxbone!

They have very limited customer service, and in almost four years of ordering from them, they have never been able to help me with any issues in a timely or soothing manner. Be prepared to chase them if you have ANY issues.

I have stuck around loyally, because my beloved dog really seems to like her maxbone raincoat, so I ordered more clothes for her.

The first time I ordered, they never told me that they cancelled my order--no email or anything. I finally followed up and was only then informed I had been refunded due to the item being out of stock. Glad I remembered to follow up. I thought it was a one-time issue--a little unprofessional, but no big deal. This was before they were acquired by Wag!, so I also wanted to extend grace to what I thought was a smaller business.

Next order went great, and thankfully, I got the sizing right.

The third order was a big one, around $500, and they took my money immediately, but they didn't ship my order. Three weeks passed, and there was not a peep from them until I emailed them to follow up. Three days later, they responded, and one item I had paid for was already out of stock by then--annoying but it happens sometimes.

When I asked why my order was taking so long, they blamed the carrier. I then confirmed with the carrier that they had never received the package from maxbone. maxbone persisted with blaming the carrier, even though by now I had proof.

To be completely fair, this particular interaction was around Christmastime, but this was only because they took so incredibly long to acknowledge the order they were already paid for. I had placed my order in the second half of November, so by the time we were having this exchange, it was the holidays.

Their blame-shifting was very off-putting to me. Clearly, they never shipped out my package, and they could have just said, "Sorry, we dropped the ball" or maybe "here's 10% off your next order." But not at maxbone.

In normal online transactions, you put in an order, receive an email, and the package shows up. If there’s an issue, the company calls you immediately to rectify it. Customers shouldn’t have to be contacting a company (sometimes repeatedly) to get the transaction going, particularly when the company has been paid. maxbone, for some reason, doesn't seem to be able to consistently and reliably follow this typical sequence of events.

In this experience, they ended up shipping out the item they said was out of stock, so when I finally got the items, I was confused but delighted.

By this point, I decided while I can’t in good faith recommend maxbone to anyone, because of the way they handle people’s orders and hard-earned money, I myself knew their quirks well enough to keep ordering from them as needed. Not a good call.

In the last order I placed, I instantly realized I put the wrong address. I emailed them immediately, but because their only form of customer service is email in the hours of M-F 9-5, and they can take up to 3 business days to respond, it was extremely nerve-wracking. They responded relatively quickly, but it was about as unhelpful as a response can get.

This time, of course, they had supposedly shipped my package out INSTANTLY (something I've never experienced with them before), so absolutely NOTHING could be done. They "recommended" I work with the carrier to try to reroute the package. Normally, I would take this as a reasonable suggestion, but by now, I don't believe anything maxbone says, and I think they mainly focus on passing the buck.

I checked every hour for the next 30 hours (they made me mad this time, if you can't tell), and when I finally got a tracking number, it informed me that the package was not with the carrier. Ten hours later, the carrier still does not have my package.

In addition, for whatever reason, their packages are not even eligible for the USPS package interception service.

In a normal company, that initial 30 hours is ample time to intervene and fix/modify/cancel an order at most and a shipping address at least. But not at maxbone!

My theory is that they use some sort of third-party drop-shipping service and have no real control over what is happening. That's the ONLY scenario that would explain their consistently terrible customer experiences.

I would be very careful with this company and only order from them if you are absolutely sure of what you're ordering, the size, color, style, etc. Triple check your address and everything before hitting "done," because you're on your own after that.

I don't appreciate companies that operate like this, so I have to finally walk the walk and stop using them for good. This last experience finally solidified my decision.

Extremely Cheap Product & Very Poor Customer Service
The harness I bought was so cute! I also ordered a leash and collar. The harness' hooks for the leash, nametag, etc. was covered in a purple paint and within a few minutes of having my pup on her leash, it started coming off and the black color underneath completely discolored the harness. I have had the leash less than a month and what was a beautiful lilac color is already dirty looking just from the paint coming off. Her name tag also rubs against the other hook so both sides of the harness are discolored. SO CHEAP. When I reached out to see if I was refunded, I was told that it needed to be in pristine condition for any return. It was already overpriced and now it is just a complete rip off - DO NOT ORDER FROM THESE THIEVES!

Terrible experience. The MOMENT I placed the order I tried to stop, realizing I put my old address! I scoured for a phone number … nothing. Reached out that second to customer service. Crickets for 3 days. Then I receive notification the order was shipped. Still nothing from customer service. Four days after ordering they get around to my message to change the address. Tell me there’s nothing that can be done.

DO NOT BUY FROM THIS COMPANY! Over a month and nothing! Keep giving you the run around!!! Do not buy from them

This is a typical brand that is more style than substance like a lot of these "Millennial" brands like Glossier.
First ,the design aesthetic and attention to detail is incredibly sloppy, with colours over-promised and flat-out wrong on their site. The bags and pouches I received were different colours, despite promising to be from the same set. Max and Bone simply didn't care enough to match the harness colour to the pouch colour ,it was "close enough" for them.

Secondly, the pouch got a tear in it when a dog jumped up and scratched it. Not even 24 hours old, and now a problem!

On top of it, the over-shoulder and supposed belt system has an engineering flaw (or, at minimum, no assembly instructions to guide how everything should come together) where when a dog pulls, the belt loosens and does not tighten around you. Maybe this is a legal requirement but the last thing I want when my dog is jumping forwards is for the belt to become looser like my freaking pants are falling off.

And to add insult to all this injury and design sloppiness, after 3 months the back clip on the harness tore off.

If you want Max and Bone, my advice to you would be "is your dog a perfect angel who never jumps, leaps, barks or pulls? Then great!"

Set them up for an overpriced photoshoot and put these fake dog tools away.

Horrible customer service. Hidden fees. Ordered a item November 8th. I have not heard a word. Emailed 2 times still no response. I will never purchase any thing else from them. The dog items are very expensive so you expect integrity and promptness.

Bought a rope leash that broke immediately. Very poor quality, I could have bought better quality from petco instead of this “luxury” product.

Design is great but I am disappointed in the quality. After placing my order and receiving a tracking number, my package never did get to USPS. I kept tracking the package and contacting customer service but all they did was keep giving me the tracking number. They then said that my package was lost and they would have to resend and provide me with a new USPS tracking number. In the end, it took two weeks to receive my order.

I bought 3 different items and encountered many problems.
A. It's very expensive, which is fine, I was aware of the prices on the website. But paying 400 us dollars in pet items i would have expected a shipping with FedEx or DHL. They used US postal service which is slow and I had to pay for it.
Items were sent in different parcels, so for each package I was supposed to pay customs fee. Customer representative said items were shipped from different warehouses: not true, they were all sent from L. A.
After 4 weeks I received only one collar. The rest was shipped back to the sender (luckily, otherwise I would have had to pay customs fee on that too)
Collar looked OK but way overpriced, the company logo was stamped with a sort of film and looked very cheap. Also cheap was the brassware.
Their prices are really high but items are not worth it. Many are made in China, garments are acrylic made in China.