ComplaintsforCentral Garden & Pet Company

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On On May 8th I purchased a box of ******* Slug and Snail Killer with the knowledge that my kids and pets would be safe from harm because of a statement on the box. I applied the product to my garden beds at about 12:30 in the afternoon and went about my day. I do NOT use known toxins in my yard because pets and kids. Our 10 month old puppy, ***** has full access to the yard and likes to sniff around and scratch at the earth. At approximately 7pm Ziggy woke from a nap crying in pain, was crunched up like and accordion, had significant tremors and couldn't walk. When she tried to take a step after much coaxing she would try to step and would tremble more and become off balance. We took her to ********* Veterinary Specialists, ******************************* was treated for symptoms of poisoning and an ASPCA Animal ********************* case was opened. The case number is *********.***** was hospitalized and treated and will return for the next few days for vitals and bloodwork. She is expected to recover.

  Business response

  05/12/2023

  We are sorry to hear about the incident you experienced after using our *********** & Snail Killer. Many of ** at Central Garden and Pet are pet owners ourselves and we understand what they mean to you and your family.
  
  When used as directed, this product will not harm pets.  As with any pesticide it is very important to read and follow all package directions. Per the instructions on the package, this product should be applied at a rate of teaspoon per square yard. Consistent with the storage directions on the package, the unused portion should always be stored out of reach of children and pets.
  
  While we stand by the product, we are absolutely committed to consumer satisfaction.

  We are reaching out to check on Ziggy and will cover the veterinary expenses incurred. 

  
  

  Customer response

  05/15/2023

  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

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August 2022 I purchased 4 Rebel's brand fescue grass seed from Lowes Home Imp. Central G&P is the manufacturer .I shared photos of my disappointment of their product not being of the same. Be it mixture of mismarked product but my history of their product is not the same. I provided the lot # off the bags and was offered 50% refund because I didn't have the receipt. Which I purchased with gift cards and didn't retain a receipt. Central believes I can obtain a receipt. I'm not sure how that is feasible without a reference beyond product codes.When I disputed the 50% offer, I was told it was a good will gesture. Which I think is horrible considering the seed cost is only a fraction of the costs. This "other" grass is taller, lighter with a different density than the surrounding illustration of the results from previous seeding of the same seed. I have to kill this grass, till or rack the soil, reseed, fertilize, straw which all takes time and money then pay to water to have it regrow with ONLY the hope this doesn't happen again!The cost is $99.99 per 40# bag plus 7% taxes. I have spent thousands of dollars on my fescue yard in ** and I am beyond embarrassed with these results. This is just as much about product consistency and guarantee to stand behind their product. Central has done nothing but believe someone is looking to get one over on them. I work too many hours and don't waste my time on the *****. This is NOT ***** to me! My lawn represents my homeownership; which is something not may people concern themselves with any more. Attached is just a photo of what my lawn DID look like and what it currently looks like. I have more disgusting photos of how my lawn! Horrific! I wonder if one of their board of directors had this mess, how well would they appreciate no resolve and lack of responsibility they want to accept.

  Business response

  02/23/2023

  Our Rebel Warranty: THE REBEL GUARANTEE
  If you,the consumer, are not satisfied with this product after use in accordance with package instructions, you may be eligible for a refund. Send original receipt,empty packaging and a brief explanation within sixty days of purchase. Upon verification, we will send you a refund check for the purchase price.
  
  
  *************** had a complaint on the same product in 2021. He was then advised as to what documents were needed in order for us to review for a refund. This information is clearly stated in our warranty as you can see from the above. He chose to purchase the same product again in 2022.
  
  We sent the Lot # from the seed tag he furnished to our certified seed lab to be retested. The retest result was as labeled. I sent *************** the response I received from the seed lab. *************** is upset because he did not get the same mix that he had used in previous years. He expected and wanted the same mix. There is no way we can guarantee the varieties will be the same as there may be crop failures that wipe out an entire field. Over the last 2-3 years due to economic issues, there have been fewer growers. The name remains the same but  comparable varieties may need to substituted.
  
  We tried to explain to *************** that the grass he doesnt want growing in his lawn did not come from our seed. Stray seed can remain in the soil for years before it is given the perfect conditions to burst forth;proper nutrients, sunlight and water. It is our belief this is what occurred.Wind, rain and foot traffic can also deposit stray seed.
  
  Seed analysis tags are on each of our seed products to inform the consumer of the bag contents. The ********** of *********** regulates the seed industry, so this information must be explicit.
  
  Our seed is guaranteed to grow which his did. We do stand behind our products when the consumer reads the warranty and provides us with the listed documentation. The seed analysis tag lists the specific varieties and percentages of seed which may vary from blending to blending for the reasons previously listed above.
  
  Our offer of fifty percent (50%) is still on the table.

   

  ***************************
  Manager
  Consumer Care Team
  ********** Seed
  **************

  Customer response

  02/23/2023

  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.  However, I am going to convey that I really don't find it to be truth.  I have used their product for years and NEVER had an issue like this until 2021 and 2022.  They never heard of me before until my dismay!  I've been buying Rebels since I moved to this new build/lawn in 2010!!  I see many of lawns that don't have this ***** podge result and the onlly way they retain a very manicured lawn is by reseeding.

  That said, on 2/7/23 I conceded to this business' offer of 50% and asked how we were to proceed.  I had to follow up on 2/19/23.  ONLY then did they confirm the lot results were Rebel: DUH?  I know what I bought and what I sent to prove my purchase.  And I explained I had no receipt because I purchased with gift cards.   At NO TIME since 2/7 when I agreed to the 50% offer has the business advised their offer remained on the table.  My conclusion was that it was rescinded.  What would an average person believe?  I have the emails and can prove the business NEVER responded confirming they would stand by the 50% offer.  Hence, the reason I as a consumer paying their salary is spending my valuable time trying my hardest to get justice to this EXTREMELY poor excuse of seed variance.  This business was negligent.  Only when I advised I was filing a complaint with the BBB did I hear from the business claiming this seed variance was a just cause.    

  Their tag clearly offers the variety and red creeping tall fescue is NOT on this list of three.  

  I would respectfully appreciate confirmation the business will be disbursing payment to my mailing address:

  3838 ********

  ****** **  27350

  
  Sincerely,
  
  ***************************

  Business response

  02/24/2023

  A 50% refund has been approved to be sent to the consumer.

  Thank you,

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

  Customer response

  02/27/2023

  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

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July **** me and my wife ******* been shopping in ******* (in *****- **) for various grocery item. Since we have two German ******** Dog we also bought for the first time the ***** Plus, *********** shampoo. In July 24th we gave to the dogs the bath and from there a BIG problems start for the wound in their skin with big irritation and itching and suffering situation. We take them to the VET, first the female (*********), in 8/13/2022, then the male ***** in 10/7/2022. *********, the female, needed sedation to allow the Vet to treat the wound. in one of the pictures attached you can see the Shampoo bottle we used. We would like to be reimbursed for those Vet expensive.

  Business response

  10/31/2022

  Good Afternoon,

  We are very sorry to learn of the experience you had with the ***** F & T Shampoo.  All inquiries and concerns are taken extremely seriously and we encourage you to contact our customer support team to discuss the situation further.  Our representatives can be reached at **************.

   

  Sincerely,

   

  ******

• Initial Complaint

  10/06/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 7/23/2021 I purchased 4 bags of 5# Zoysia w/mulch from Lowes. This was used to fill in some bare spots in my lawn which were created due to applying Roundup to weeds several weeks earlier. I had 0 germination despite adding nutrients to my soil and making sure it was the proper PH for Zoysia to grow. When I reached out to ********** customer service they responded by asking me to provide them the proof of purchase and the bags. I commented that I had thrown the bags away because I did not expect to use the "Guarantee". Upon this response, ***** told me ***** ** do need to have Proof of Purchase in order to process a request for a refund." I was able to locate the receipt and sent it to them. Despite providing that, they did not issue me a refund.

  Business response

  10/13/2021

  Greetings,
  We have reviewed the complaint ID # #********. We are not experiencing any similar issues with our grass seed and regret you were not pleased with the performance of the product.  We were happy to review this matter for a refund but per the guarantee written on the bag,require the empty packaging, including the lot number, and a copy of the receipt to do so.   In this case, the customer provided a receipt but was not able to provide the seed bag which included the lot number.  As such, we were able to issue a partial, 50% refund.  That refund was processed for payment on September 20th, 2021.

   

  Sincerely,

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

  Central Garden & Pet

  Customer response

  10/13/2021

  I was offered a refund by customer service if I was able to produce a proof of purchase. When I did provide that proof, I was not afforded a full refund.I reject their response to this complaint.Sincerely,***************************  
  Complaint: 15997294
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Business response

  10/26/2021

  Greetings,

  Please consider this our final response to this complaint. 

  We have reviewed complaint # ******** a second time and appreciate your follow-up.

  The product in question states on the packaging that in order to receive a full refund, a copy of the original purchase receipt as well as the packaging the product came in are required in order to receive a full refund. ********************** provided us a copy of the purchase receipt but failed to include the product packaging stipulated to qualify for the full 100% refund. ********************** was never advised that he would receive a full refund with only providing a copy of his proof of purchase.

  In an act of good faith, Central has already sent ********************** a 50% refund for his purchase in an effort to resolve his complaint even though he does not qualify for any reimbursement.

  We feel that this is more than reasonable given the circumstances surrounding this complaint and anxiously await confirmation of this incident being closed and resolved.

   

  Sincerely,

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

  Manager- Central Specialty Pet

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

• Initial Complaint

  09/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought 55 gallon tank (******) 8:16/21, on 9/3/21 walked into my living room and the 55 gallon tank completely had let lose in my brand here house , went through second floor to 1st floor ruining ceiling, brand new floors, all brand new furniture. No dna age done, liked at the empty tank and saw the bottom seal of tank the way completely. Very big problem, massive damage. No negligence or fault of ours. Very upset! Ruined brand new vinyl plank floors. My husband has been working with larger tanks than this one for over 20 years and never once had this issue. I want all of my money back for all aquarium supplies I bought, I deserve more than just the price of the tank!!!

  Business response

  09/07/2021

  Hello,

  Thank you for reaching out to us. This is the first we are hearing of this customers recent experience and will be happy to assist in anyway we can.

  I have reviewed the consumers attachments and did not see any documentation of the costs associated with her request. We would be happy to review them if they were provide. Additionally, it would be helpful for the customer to supply a photograph of the individual "production tag" located on the bottom of the tank. This tag will supply a name and date code which will help us follow up with production.

   

  Thanks,

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

  Manager - Consumer Care

  Central Garden & Pet

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

  Customer response

  09/08/2021

  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. I have a signed letter that they will be reimbursing me for damages and am satisfied. **** was great with the company. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I purchased the comfort diffuser from Petco earlier this week. I took it home, following all instructions, and plugged it in. Upon plugging it in I was shocked and immediately unplugged the diffuser. I removed the refill from the diffuser and noticed the oil was leaking from the top around the wick. This product is very dangerous and could have caused serious damage had I not noticed it was leaking.

  Business response

  09/09/2021

  Greetings,
  I apologize for the timeliness of this response. We have reviewed the complaint ID # ********.

  
  We are not experiencing any similar issues with our inventory and apologize for your recent situation. The product was reviewed and found to be free from the issue you experienced. We would be happy to offer you a refund or send you a replacement product.
  
  We appreciate you bringing this matter to our attention and value your continued support of the Comfort Diffuser.
  
  If there are any further questions, please contact me at the below.
  
  Sincerely,
  
  ***********************
  Manager Central Specialty Pet
  ************
  ************************************* us why here...

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