ComplaintsforRedbarn Pet Products Inc
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Complaint Details
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Initial Complaint
12/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a pet food product from RedBarn and when the food arrived to me it arrived in a condition that is not safe for my pet. I reached out to RedBarn and they told me that they would send me out a replacement and that it would definitely go out the following Monday. Monday past and then Tuesday come up and I reached out to RedBarn and they promised me that it would ship out to me on Tuesday. Tuesday past and I was told that it would definitely ship on Wednesday then that day past and now it is Thursday and nothing has shipped and no one has reached out to me. I have stressed that my pet is about to run out of food because of this situation and that this is the only food that my bet can eat because of severe allergies. Every time I call RedBarn I end up not getting any where about what is going on other then being told that the warehouse has been contacted and that they have a lot of packages to get out. I feel as if that is more important than my situation when my situation should take top priority. This isn't good for business. I have asked to speak to a supervisor and I get told that they would have them call me. No one has called me. Does this company only care about money or do they really care about people's pet.Business response
12/28/2023
The customer contacted us and did request to speak with a manager to get a resolution for his package being delayed. He was transferred over to me and I had his package overnighted to him and apologized profusely for not going out sooner. This was during our Black Friday/ Cyber Monday promotion times, so processing time and shipments were a bit delayed. However, we completely understand the urgent need for food especially when this was all the food his dog could eat so we went and made sure it went out with overnight speed. I also placed another order for him and sent him additional 4lb rolls as an apology for everything he went through. While we did make good on that promise, there was an unexpected delay on ***** end and it ended up being a day delayed. While, I understand how urgent this situation was, once it leaves our facility and is in the hands of the carrier.
I am not sure if this complaint was posted prior to our conversation but I assumed that his case was concluded. I have reached out and left a voicemail with him to discuss this further.
Customer response
01/11/2024
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
12/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
i found hair on one of the bully sticks in a completely sealed and unopened package. part of the hair seems to be embedded in the bully stick i found it on top ofBusiness response
01/19/2023
We diligently educated the customer to make her aware that all facility employees are fully dressed in proper manufacturing hair coverings to ensure this concern should not happen. We also explained that the pet treat is a natural body part and because the body part did have animal *********** point- this experience is not common to happen but not rare either. And because we are *** inspected and SQF certified, our plant operations manager is also aware of this complaint. This customer was fully compensated with new product for her troubles which she gladly accepted.
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.