ComplaintsforUltimate Pet Nutrition

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a customer of ******************** and the ******************** Complete for approximately two years. In May 2024, having received a coupon, I made a large order.Upon receiving the order, I immediately noticed that the product appeared to be completely different from what I had come to expect - a different smell, texture, and color. My cats also noticed a difference; they had always enthusiastically eaten the food, but were not at all interested in this new formulation. On May 20, I called customer service hoping to resolve this issue directly with the company. I was advised to mix the food with bone broth to make it more appetizing to the cats. I expressed confusion about this advice, since the cats had always eaten the food before without it being mixed with bone broth (or anything else). The representative explained that the difference in color and texture is the result of normal variation in the chicken meat supply in different seasons. I expressed skepticism, since this had never been an issue before. **************** then asked that I email photos of the product that included the lot numbers, which I did that day. After several emails were exchanged, the company stood by its policy that I was eligible for a refund but would have to pay for the return shipping. I would be happy to return the product, except that shipping back across the country would cost hundreds of dollars.I was a long-time customer who had reasonably relied on the company to continue providing the product to which I had become accustomed. Had I been advised that the formula had changed, I would have been much more cautious and certainly would not have made such a large purchase. I am seeking a refund that will make me whole. Forcing me to incur a loss due to product quality issues is not acceptable. Again, I am happy to return the product, but the company must cover the shipping costs.

  

  Business response

  07/26/2024

  I sincerely apologize for any frustration this has caused. I have checked your account and do see that you have previously been issued a partial reshipment of your order at no cost. Our Return Policy within the Terms and Conditions listed on our website do state the consumer's responsibility in return shipping. You can view this at **************************************** you for reaching out, have a great rest of your day

  Customer response

  08/13/2024

   
  Complaint: 22037285
  
  I am rejecting this response because: After speaking with a supervisor at the company while waiting for your company to respond through the BBB, I received a replacement shipment from the company, free of charge, that is a satisfactory replacement. Furthermore, the company has waived any requirement that I return the defective shipment. While this matter has been resolved to my satisfaction, I write now to reiterate an earlier point, in the hope that it may help you to deal more honestly with other customers in the future.  Any doubt as to the defective nature of the product I received was eliminated when I received the new shipment, which was fine and NOT defective. The previous lot was defective, and the company should acknowledge this. 
  
  Again, while the matter is resolved, I remain frustrated that the company continued to point to their terms and conditions in their BBB response.  When a company sells goods that are in violation of the implied warranty of merchantability, that company is in breach of the contract with the customer. You cannot breach a contract and then attempt to enforce the terms of that same contract.  You cannot sell a defective product and then expect the customer to incur the cost of returning shipment. You need to be more honest and responsible in your dealings with customers. Unfortunately, due to how this was resolved, you have lost a long-term customer. From the purchase I made of over $1000, shows the type of customer I would be. I hope this reminds you to be more honest and do not misguide customers with selling defective food.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ultimate Pet Nutrition promised to mail out my pets food each month in exchange for $140 per order. They recently changed shipping companies and the food is no longer being sent. The customer service people tried two additional times to ship my order to no avail. When I called to let them know, they admitted that they are aware that no one is recieving their products, but say that the *** refuses to do anything to rectify the situation... The only so;lution they offered was to cancel my subscription.

  

  Business response

  06/07/2024

  I sincerely apologize for any frustration with the ordering process and when working with our customer service teams.

  Our warehouse has been working as quickly as possible to ensure orders are sent in a timely manner.

  We have refunded you for your order as of 5/7/2024 in the amount of $140.53 and your subscription was also cancelled.

  Thank you for reaching out! 

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It has been nothing but problems with this company from the start..i purchased dog food for @ $165.00. After the food made my dog sick, i requested a refund. The card I purchased the food with was a prepaid card, that was not reloadable, so I asked to speak to a manager so that I could inform them of this, and very willingly, the manager took my bank issued debit card info and reassured me the refund would absolutely be put back on the correct card as soon as they received the food, that I paid for to be shipped and again told by the manager would be refunded that along with the amount i paid for the food. NONE OF THIS HAPPENED, and after speaking with numerous employees/managers they are telling me that whomever told me he could put the refund on another card was wrong along with tge $20 I paid for shipping?!?! I'm LIVID, and fed up with companies that 100% momey back guarantee their product and don't...I expect a tefund ASAP

  

  Business response

  05/15/2024

  Thank you for your patience.
  I wanted to inform you that we have printed and sent a check for the order amount $163.47 to you on May 3rd because the card on file was not active. As the check was sent by mail, it may take between ***** business days at the latest to arrive.
  We apologize for any inconvenience and frustration this delay may cause. If you have any further questions or need additional assistance, please do not hesitate to reach out.
  Thank you for your understanding.

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received canine detox with my order and a single dental chew I did not order either one and was charged for the detox $19.95 or close I have not opened the bottle and can send it back to get my refund

  

  Business response

  04/22/2024

  We regret any confusion that *** have arisen. Please refer to the information provided in your order confirmation:
  ITEMS ORDERED QTY RATE AMOUNT
  Ultimate Pet Nutrition Nutra Complete Bone Broth Infusions Fish with Beef Bone Broth Recipe 16oz 1 $35.10 $35.10
  Your order totals:
  Subtotal: $35.10
  Flat Rate Shipping: FREE
  Tax: $3.33
  Order Total: $38.43
  Please note that the Dental Chews and the Canine Detox were complimentary items included as part of your subscription purchase of the Bone Broth Infusions. You were not charged for these free items.
  We trust this clarifies any misunderstandings. Should you require further assistance regarding your order, please do not hesitate to contact us. Our live agents are standing by to help.

• Initial Complaint

  02/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for a recurring order on January 14 on which I received my order. The Following month on Feb 13 ************************************************** the product. I had to call them on 2/26/2023 to find out the food was on back order and they were not sure when it was going to be sent. In the advertisement for their food they claim they will always have food for people who subscribe to them. The only offer made was to change my food choices. Which they should know is not good for a dog with a set diet like they promote. I made the food change just so my dogs would have food. They should not be allowed to charge someone for money if the product is not available which is taking money from me for no reason and no product.

  

  Business response

  02/27/2023

  I sincerely apologize for any frustration with the ordering process and when working with our customer service teams. Our warehouse has been working as quickly as possible to ensure orders are sent in a timely manner. We have refunded you for the order on 2/13 to ensure a resolution is made for you today and a reshipment has been ordered. You should see the full refund reflect back in the next 3-5 business days. Thank you for reaching out! 

  Customer response

  03/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an online purchase from ultimate pet nutrition over a month ago. They charged my credit card . After not getting my order I sent an email about my order . They told me it was back ordered. I then waited another month and contacted them again. They said it was out of stock and would refund my money at a 60 percent loss to me. The whole time this was going on they sent me an email every day wanting me to order more. If they did this to all their customers they are knowingly stealing money from customers at a 60 percent gain with no intention of delivering the product. I would like a FULL refund at No loss to me for their knowingly theft of money.

  

  Business response

  02/24/2023

  I want to begin this message by apologizing for the delay in the shipment of your order and any inconvenience you may have experienced while waiting for this order to arrive. I am sorry to say, due to the popularity of this product and the high volume of orders we have experienced delays. I sincerely apologize for any frustration when working with our customer service teams. I have checked your account and refunded your order in full. You will see the refund in your account in 3-5 business days. Thank you for reaching out.

  Customer response

  03/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  02/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Typically orders placed arrive within a few days. I recently received email notification my dogs shipment has been delayed. Thats ok grateful to have received communication regarding that. I waited a few days then checked my dogs account the orders status now says pending fulfillment. I called customer service and was told the item sold out, Ultimate Pet Nutrition does not know if or when the item will restock. Why sell inventory you do not have and can not provide a definite restock date for? I did not pre-order. This is the second time Ultimate Pet Nutrition sent an order confirmation to then say they do not know when the order will ship or restock. Customers deserve better, I waited over 3 months before receiving my dogs order the first time this happened. Please ship my dogs food

  

  Business response

  03/14/2023

  I sincerely apologize for any frustration with shipping delays. Our warehouse has been working as quickly as possible to ensure orders are sent in a timely manner. We have refunded you for those orders today and you should see that reflect back in the next 3-5 business days. Thank you for reaching out! 

• Initial Complaint

  11/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have twice placed an order for their product *********** for cats. Both times I paid through ****** and the order was confirmed with an email from the company. After 2 days I received notice of a full refund that I supposedly had requested. I did not request a refund; I just want the product. I also have tried paying directly on the website with my credit cards but they are rejected. I use these cards all the time with no problem elsewhere. I emailed the company directly but did not get any kind of help.

  

  Business response

  01/30/2023

  Business Response /* (1000, 5, 2023/01/12) */ I sincerely apologize for any frustration with the ordering process. Give us a call and We would be more than happy to help you with a resolution.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered some Nutra Thrive for cats from, Ultimate Pet Nutrition Golden **************** ************************************************, on November 11, 2022. The infomercial was very compelling (No problem, hassle free returns, won't effect their food taste, etc). I sprinkled it on their food as per the instructions. As soon as they smelt it they ran away from their food. I notified the company. The agent said: "Oh, that not good". I was given the option of paying the return postage. When I told her that was not part of the promotional video she said: "It wasn't but it is on line". My second option was to accept 40% of the cost of the product and keep the product. Sounds like false advertising to me.

  

  Business response

  01/24/2023

  We are so sorry to hear this did not make for a good fit and for any frustration caused while working with our **************** teams. Our Return Policy within the Terms and Conditions listed on our website do state the consumer's responsibility in return shipping. You can view this at ***************************************** . We apologize for any inconvenience this may cause but can assure you that all funds collected by our company have been refunded back to you in full.

  Customer response

  01/24/2023

  I received a refund of $113.35 on December 27, 2022. That was the total cost of the product. To date I have not received the amount I paid of postage.

  Customer response

  01/25/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I previously stated; the infomercial stated that there would be no hassle returns. At no time did they state I would be responsible for the return costs. The customer service representative said "no its not stated in the infomercial but it is on the web". Are they really implying that they can say one thing and hide the rest "somewhere on the web". I want to be reimbursed for my postage fees.
  
  By the By, why would the customer service person I spoke with say that this is a small company and that is why the can't afford to pay return postage?

  

  Business response

  02/01/2023

  Our Return Policy within the Terms and Conditions listed on our website do state the consumer's responsibility in return shipping. You can view this at ***************************************** . We apologize for any inconvenience this may cause but can assure you that all funds collected by our company have been refunded back to you in full.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged $146.14 on my debit card for something I never ordered. I was minding my own business when I got the notification on my phone that a charge had been approved on my card. I did not, nor have I ever visited their website. It was a pending charge for April 14, 2022.

  

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/04/28) */ We sincerely apologize for any frustration this may have caused you. Unfortunately, I am unable to locate an account under your name and email. If you received an order number or if you could provide a different name it may be under, we can try to look further into it. We also recommend reaching out to your bank for any unrecognized charges. Thank you for reaching out, have a great day!

*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. ↩