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Business Profile

Pet Supplies

Healthy Mouth, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Supplies.

Complaints

Customer Complaints Summary

  • 41 total complaints in the last 3 years.
  • 40 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:05/06/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 placed an order with healthy mouth and was charged 2/5/25. Order #******, Customer #*****. I have called and emailed SEVERAL times. I was told I would receive the product a few times and NEVER RECEIVED it. My emails go unawares. I live on social security and this money is very important to me. It is more than frustrating this company will not/ has not refunded me even though I have sent 5 emails asking for a refund.

    Business Response

    Date: 05/07/2025

    Dear *****,

    My sincerest apologies. I let my customer service person go as he did not respond to customers. I am happy to refund your payment. This is not a typical experience with my company. Since the fires which destroyed my facility it has been very difficult but does not excuse not responding to a customer. Again so sorry.

    Warmly,

    ***** ******

    CEO

    Customer Answer

    Date: 05/08/2025

     
    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

    Date:04/28/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 ordered Healthymouth on 12/21/2024 and they charged my credit card right away. It is 4/26/2025and Im still waiting for my product. On their website, when I try to cancel and get my money back they keep saying this order has been already shipped or has reached the final stages of processing. Therefore this order is not longer editable. Totally untrue.

    Business Response

    Date: 04/28/2025

    Dear *****,

    My sincerest apologies. The website is not working properly since the fire. I will your order right away. I am doing a new production that will be done in approx 8 weeks. I am happy to send you a product of you let me know what you ordered as my gift.

    Kindest,

    *****

     

    Customer Answer

    Date: 04/28/2025

     
    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

    Date:04/14/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 ordered product from Healthymouth on 09 March 2025. Four weeks went by and I have not been updated as to when I can expect to receive my order. I called the 800 number to inquire about my order and left a voicemail message two weeks ago and still havent received a response. There is a recording that the facility was affected by the southern CA wild fires. I am sympathetic to the companys situation, however, their website is still accepting orders and NOT alerting customers to their situation. This is very concerning. I wish for a refund of the full purchase price for not delivering my order and not contacting customers about the companys plight.

    Business Response

    Date: 04/14/2025

    Dear ****,

    My sincerest apologies. I am now personally dealing with all 800 calls and if I missed your call that is my fault. We thought we had more inventory at a second location which is why we were accepting orders. As soon as we found out we did not have this stock we put a message up on the website and on the 8oo number and stopped accepting orders. I will of course refund your payment to you.

    Kindest regards,

    *****

     

     

     

    Customer Answer

    Date: 04/15/2025

     
    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

    Date:04/02/2025

    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 pet product on 12-31-2024 via online through their website. I received confirmation that order was placed. To date, I have called and left voicemails, sent emails, and most recently sent a letter via postal mail. I still do not have the product or a refund for non-receipt of product. I cannot have my bank charge it back to their bank due to trusting their word that they would send once they are back in operation after a fire that consumed the business. ************ Ph # to owner ***** ****** email - ******************************** General # ************ - claims they accept feedback and will receive a return call in 48 hours.12-31-2024 Order # ****** $77.42 - Topical Spray The amount was deducted from my checking account on **********.

    Business Response

    Date: 04/03/2025

    Dear *****,

    I hope I responded to your concerns and questions and I will contact you next week when I hear back from my merchant account company.

    Thank you.

    Kindest regards,

    *****

  • Initial Complaint

    Date:04/01/2025

    Type:Delivery 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 placed an order for their product on 11/30 and paid $81.45. The product was never shipped. Upon my first inquiry on 12/10, they replied that the product was out of stock and that shipping would be in January. I still did not receive the product in January, so I inquired again on 2/24. I never received any reply or the product. I would like them to issue a refund.

    Business Response

    Date: 04/02/2025

    Dear Mio,

    The HealthyMouth facility was burned to the ground during the Malibu fires. That is why you did not receive your product. My sincerest apologies. I am doing a new production and your order would come from that production and be sent to you.If you want a refund please contact your credit card company for a charge back as my merchant account has your payment, not I.

    Kindest regards,

    *****

    Customer Answer

    Date: 04/03/2025

     
    Complaint: 23136706

    I just filed a dispute with the credit card company, but I'm keep the case open until I hear back from them and know the amount I paid will be credited back. 


    Mio Kataoka

    Business Response

    Date: 04/14/2025

    Dear Mio,

    This is the first I'm seeing this. The person I had handling this is no longer with the company as he did not respond to customers, like you. I will issue a refund for you.

    kindest regards,

    *****

     

  • Initial Complaint

    Date:03/20/2025

    Type:Customer Service Issues
    Status:
    Resolved
    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 placed an order with Healthy Mouth on February 4, 2025 for $81.45 including shipping. I have left several voicemails asking them for the status of my order with no response. I understand they are having delays, however, they have continued to accept orders and take payments without providing any updates to their customers. I am asking for a refund.

    Business Response

    Date: 03/20/2025

    Dear *****,

    My sincerest apologies for not responding sooner. During the CA wild fires the healthymouth facility was burned to the ground. I am only one person dealing with all of this so I am under water. I am doing a new production as my manufacturing was separate from my fulfillment and warehouse. This production will be done as soon as possible. Your order would go to the top of the stack to be shipped out. If you still want a refund I will do that for you. I thank you for your patience and understanding during this very difficult time.

    Warmest,

    *****

    Customer Answer

    Date: 03/27/2025

     
    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

    Date:03/14/2025

    Type:Delivery 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 placed an order on 11/13/2024 for the pet::ESSENTIAL TM D032 healthymouth TM Dog DjugECONO (36oz) for $167.97 + $14.50 shipping for grand total of $182.47. I had emailed with the ******************************** team on 12/25/24 asking for an update on the status of the order as it had been six weeks since ordering. They responded on 12/26/24 saying the item was on backorder. They offered me an alternative flavor, but also said they anticipated the original order to be in inventory in late January. I declined the alternative flavor and said I would hold of until the item came in. I emailed again on 2/13/25, asking for a status report on the order placed in November. No response. I emailed again on 2/28/25 asking for a refund due to lack of communication and lack of product. It has now been 4 months since the original order was placed and I have no update on the backordered item and I have not received any communication from them since 12/27/24. ****** requested.

    Business Response

    Date: 03/14/2025

    Dear *********,

    My sincerest apologies. I finally received my production for your order the 2 of January. Then the fires came and burnt healthymouth to the ground.I'm the only one dealing with this so I'm doing my best. I am doing a rush production as soon as possible. And orders will go out day and night. If you keep your order in you get your order first. If you want a refund of course.I greatly appreciate your patience and understanding during this difficult time.

    Warmly,

    *****

     


    Customer Answer

    Date: 03/18/2025

     
    Complaint: 23066492

    I am rejecting this response because the communication has failed. I am empathetic of what you are dealing with, but the order was placed in November and its March. Your website has not been updated to show that your business is not in operation and repeated emails to request a refund were not returned. It is now that I have filed this complaint that Im getting a response, and that is not satisfactory. I want a refund processed as soon as possible. Thank you.


    Sincerely,

    ********* Mac

    Business Response

    Date: 03/19/2025

    Dear *********,

    I am one person dealing with about 800 customers so I am doing my best here. Your refund was put through but my merchant processor isn't letting me put through refunds right now so I'm dealing with them trying to explain that this will be the end of my business. It is extremely stressful for me. So you know I had just received days before the fire new inventory and your order was in line to be shipped when the fires destroyed the inventory.

    I am sorry for all of this. My heart is broken as this company is my baby.

    Thank you,

    *****

    Customer Answer

    Date: 03/25/2025

     
    Complaint: 23066492

    I am rejecting this response because: when I receive the refund, I will accept the terms. I understand that there is a process.

    Sincerely,

    ********* Mac

  • Initial Complaint

    Date:03/14/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 originally placed an order on February 13, 2025 for Essential HealthyMouth for Cats. Now it is a month later. On the companys website, the order is still showing a status in my account as processing. I contacted the company on February 22, 2025 requesting a status update and tracking number but got no response. I also called your phone number *************) but got no return call. From other BBB complaints, I now see that the companys facilities and product have been destroyed by the recent wildfires. I want a full refund for the amount charged to my credit card since this company is unable to fulfill the order. I suggest they should shut down their website until they can resume business.

    Business Response

    Date: 04/04/2025

    I answer all BBB complaints. I never received one for ***** *******. Please send it to me and I will respond right away. Thank you

    Customer Answer

    Date: 04/07/2025

     
    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. They have made a refund as requested. 

    Sincerely,

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

  • Initial Complaint

    Date:03/12/2025

    Type:Delivery 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.
    11-13-2024 Ordered product and my credit card was charged. 12-3-2024 emailed ********************************** regarding order and they replied that it was on back order expected in January. 1-16-2025 emailed, no response, 2-17-24 called and left a voice mail and their recording stated they would reply within 24 hours. 2-18-25 called and left another voice mail, no response. February 22, 2025 emailed **** as they had their "seal" on the product and they responded that they would follow up with the company as well. March 12, 2025 no response from the company or ****.

    Business Response

    Date: 03/13/2025

    Dear ***,

    My sincerest apologies. During the wild fires in **, HealthyMouth was burnt to the ground. I had finally received inventory and you were in line to be shipped and that inventory was destroyed. I'm going to do a new production as soon as possible. If you leave your order in then it will go to the top of the line to ship. If you want a refund of course I wil do that. I'm just one person dealing with all of this so I'm under water. I thank you for your understanding and patience during this very difficult time.

    Warmly,

    *****

    Customer Answer

    Date: 03/14/2025

     
    Complaint: 23057706

    I am rejecting this response because:  We will only be at this address for 2 more weeks and have no way to receive the product.  Please issue a refund.

    Sincerely,

    *** ********

    Business Response

    Date: 03/19/2025

    Hi ***, a refund will be issued. I am sorry but the healthymouth facility was burned to the ground during the fires. I am doing a new production. i'm just one person dealing with everything so I appreciate your patience and understanding during this difficult time. If you could email your invoice number to me at ******************************** would help me.

    Thank you,

    Kindest,

    *****

  • Initial Complaint

    Date:03/12/2025

    Type:Delivery 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 made an order on the 6th of December. I have no received my order or a response to multiple phone calls where I left detailed voicemails. This is outrageous. Three months Ive waited and havent received any response whatsoever.

    Business Response

    Date: 03/12/2025

    Dear *****,

    My sincerest apologies. I finally received my inventory right after the new year and your order was in line to ship. Then the fires occurred and HealthyMouth was burnt to the ground. I'm devastated. I'm doing a new production as soon as possible.If you leave your order you will be first to get your product or I can refund you. There is just me dealing with all of this so I'm under water. I greatly appreciate your patience and understanding during this very difficult time.

    Warmest regards, *****

Healthy Mouth, LLC is NOT a BBB Accredited Business.

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