Complaints

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.

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased four bags of naturally fresh cat litter from store. On sale. Found out later cat litter expired. Called company. Kept me on the phone ******************************************** Circle argument. All as I want is my four large bags of cat litter replaced I have used this product for quite some time and I use a lot of it because I do cat rescue and ****** and I've never had a problem. ***** refuses to exchange referred to manufacture. Manufacture played games on the phone just went round and round and round and refused to replace. Being I buy so much of this I think it's only fair to have this product replaced. The product was outdated and fermented

  Business Response

  Date: 01/25/2023

  Customer called our customer service number on 1/11/2023 from #************, call length was 12:22 minutes. Customer stated that she had purchased 4 bags of our 26 lb. Pellet formula from PetSmart the night before on clearance for $10 a bag. She stated that there was something off about it, that it had a film and it smelled. She said that PetSmart won't offer a refund because it was on clearance. I explained that for a refund, she would have to speak with the retailer because the product was purchased from them, and to perhaps ask to speak with a manager. I am unable to issue a refund from our manufacturing facility. I explained that from what she had described it sounded as if there may have been some moisture exposure after it left our facility. I requested that she share the lot numbers from the bags so that I could determine the production date and if there were any reported issues with the lot. Customer was very hesitant to share any information and a good majority of the phone call was spent just trying to get the lot numbers. After some time, she did share the lot numbers and I was able to determine that the product was produced on 12/21/2020, and that there were no other reported issues with this lot. Customer continued to push for me to give her a refund, saying that I was giving her the runaround and that she didn't see why I needed any further information, that she knew I wouldn't do anything for her, she could just tell by the sound of my voice and again that she wasn't going to share any further information. Customer did hang up. It is important to note that the litter she had purchased was not expired. The bags she purchased wouldn't be considered expired until 12/22/2025. At no point in time did I tell the customer I wouldn't do anything for her, I did tell her I couldn't give her a definite answer without first obtaining further information. ******** states in her complaint that the store refuses to exchange product. She never mentioned asking the store for an exchange during our call, only a refund. If the store no longer has more of the same clearance product, it is logical that they would not exchange for non-clearance product. A refund or credit would be more likely

  Customer Answer

  Date: 01/25/2023

  I am rejecting this response because: ... the bags were expired. The product was fermented. There is no dealing with the store. This company should replace the bags like they promised. You can see by the answer that they keep going round and round instead of trying to help replace the bags I use their product I do cat rescue and ****** it's the only right thing to do replace the bags please
  

  Business Response

  Date: 01/26/2023

  I just got off the phone with a customer service rep from PetSmart in *******************, ** (one of the stores closest to the customer). I was informed that PetSmart will in fact offer a refund for the four bags purchased.  All the customer needs to do is bring the bags in with the receipt. She will be given a refund for the $10 paid for each bag or a store credit in the same amount if preferred.  The rep even stated that they would offer a refund for a partial bag so long as there was just over half of the product remaining in the bag.  This is standard practice for them. 

  As the customers initial request was for a refund for the product, this matter should now be resolved.  Please let me know if there are any further questions.

  Thank you,

  Naturally Fresh