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Business Profile

Pet Supplies

NHV Natural Pet Products

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Supplies.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:27/02/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a supplement for my dog claiming that one would help with allergies and the other was a tumeric supplement. I should have inquired about there third party testing prior to ordering but decided to place my order. My fiancee has been taking tumeric supplements and said they were great until he noticed some side effects which made him look up what he was taking and noticed tumeric supplements may contain lead. I asked the customer service via chat if they could tell me more about there testing etc and shed some light on the matter. I was informed I couldn't see the information from them and that basically if I wanted to return the items I need to pay return shipping which I understand but also a restocking fee as well as now pay shipping to me which I wasn't charged for due to free shipping with the amount I spent. I was given a email and got a return number but there stating these impossible return regulations that need to be met in order to get a refund. I looked online and a few people say they never got a refund. The items need to buy be damaged in shipping, they need tracking, they need up to ten days for processing but if it arrives a day late I get nothing at all. I feel like I'm dealing with a scam artist in the way you need to jump through hoops. I would really like to just be able to return the items without absurd restocking fee and without having to pay for the free shipping I obtained by offering the amount that I did. It just seems crazy to me. I know they are probably completely legal but it just seems crazy. I just want to make sure I will get a refund when I send the items back and would like to ensure they will actually be refunding the item.

    Business Response

    Date: 28/02/2023

    The customer contacted us regarding confidential testing certificates. We are unable to provide the certificates for testing but did advise her we use 3rd party testing once the product is completed manufacturing. When unable to provide the certification she requested, she wanted to return the products. 
    The return policy is available on every page of our website and is emailed with the confirmation after every purchase. 
    She was provided the full return policy within the live chat window as well with the link.
    The return policy is an agreement between the consumer and manufacturer and applies to all customers upon checkout for the terms and conditions before payment is submitted.
    Free shipping is a promotion offered on orders $100 or over just as she used a coupon for 10% off. If you're returning the order, it no longer qualifies for the promotion so your 10% discount is not reimbursed and the free shipping is reversed.
    That being said, the customer was already advised that the restocking fee was waived. She already has been provided an offer to appease her and we will not offer more of a refund than she already has had privilege to obtain more than was agreed upon regarding our return policy as above.
    All customers are refunded when products are returned in sealed condition and they are given 14 days from the date of return authorization being issued to have it arrive at our facility. Should there be a delay in the shipping, the tracking information they provide would show this and refunds are issued within the return policy window once received within a reasonable time.
    We have already offered the customer to waive the restocking fee, we will reimburse her once it's received as per her authorization and tracking information is provided.

  • Initial Complaint

    Date:25/05/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Website states that I can return if not satisfied within 60 days. Seller is refusing my refund altogether and I am within the 60 day time frame. This product made my pet worse and he died a few days after taking this medicine. I have a detailed report from my vet saying this some of the ingredients in this product are not safe for cats. I just want to return the item and get my money back, but they are refusing to let me return it because my cat died and the item wasn't used for a full 30 days. ** *** **** ***** ******* ** ***** **** ******* ******* ******* *** ***** ****** *** ****** **** *** *** ******** *** **** ***** **** *** ********** ** ***** * ****** *** ******* ***** *** **** ***** **** ******* ** ********* I just want to return this for a refund

    Business Response

    Date: 26/05/2022

    Customer placed order # ****** on May 4th 2022 at 8:59pm PST.

    The order shipped the next business day May 5th 2022 via *** tracking # ****************** and delivered May 8th 2022 at 12:12pm EST.

    Customer contacted us via email address ********************** May 18th 2022 2:24pm PST stating her pet passed away earlier that day and wants to return the product and it’s open.  She was advised by a representative that open product is not eligible for return/refund before 30 days of purchase. Only sealed product is eligible for return at any time but open product is not.

    As per the guarantee and return policy stated here:
    ******************************************************************
    “Customers please understand that the spirit of the guarantee is a try it for 30 days and see the difference. Any open items that have not been tried for the full 30 days for any reason are not eligible for a refund.”

    The customer then escalated stating that we do allow returns under 30 days and proceeded to email throughout the evening with examples of people online showing they’ve returned under 30 days however all those products were sealed as per the return policy states. 



    This customer is not eligible to return her order as per the policy detailed above.

    Customer Answer

    Date: 26/05/2022


    Complaint: ********

    I am rejecting this response because: The reviews of people getting refunds before the 30 days is from people who used the product. **** ******* ***** ** ***** *** ****** ****** ** **** ** ****** Some people are allowed a return within 30 days with an opened product, *** *** *** ******* *** ******* ** *** ****. ***** ****** *** ********** ********* *** ***** **** ***** *** ** **** ***

    Sincerely,

    ****** *******

    Business Response

    Date: 27/05/2022

    The customer is not eligible as per the return policy.  Her examples provided are for people who have returned sealed items before 30 days.  We do not allow the return of any open product before 30 days.  As per the return policy posted on every page of our website here: ******************************************************************

     

    "Customers please understand that the spirit of the guarantee is a try it for 30 days and see the difference. Any open items that have not been tried for the full 30 days for any reason are not eligible for a refund."

     

    The customer has been advised we do not "pick and choose" who receives refunds before 30 days. The policy clearly states that only sealed items are eligible.

     

    The customer has only open product and is therefor not eligible to return the product.

    Customer Answer

    Date: 28/05/2022


    Complaint: ********

    I am rejecting this response because: I have spoken to several customers that left reviews on Facebook who confirmed that they were allowed to return open bottles before the thirty day mark because they were unhappy with the product.

    Sincerely,

    ****** *******

NHV Natural Pet Products is NOT a BBB Accredited Business.

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