ComplaintsforNuVet Labs

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a product from the company and accepted the auto-ship order to receive th product every 360 days.Naturally, I ((as would everyone else)) forgot about this situation, then on or around august 2 I received an email that the product had shipped, and since it shipped I couldn't stop it, till it would be delivered.The product arrived and I called the company to get a return authorization number, I WAS THEN INFORMED THAT IF I RETURNED THE PRODUCT I WOULD BE CHARGED A 20% DESTRUCTION FEE.now here comes the question, WHY COULDN'T THE COMPANY SEND AN EMAIL TO ME 2-3 DAYS BEFORE SHIPPING IT TO REMIND ME OF THE SHIPMENT?THEY INFORMED ME THAT I SIGNED UP FOR AUTO-SHIP, I ASKED THEM CAN YOU REMEMBER WHAT YOU BOUGHT OR DID 360 DAYS AGO?NOBODY CAN!they could not give me a direct answer why thy couldn't send a reminder email.i will tell you why they don't BECAUSE THEY KNOW THAT PEOPLE WILL FORGET ABOUT THE AUTOSHIP AND THIS WAY THEY WILL MAKE 20% FOR EVERY ITEM THAT WAS NOT CANCELLED AHEAD OF TIME.LOOK AT YELP OVR 400 COMPLAINTS FROM CUSTOMERS AND HOW THEY WERE TREATED THE SAME WAY AS I WAS, AND WE ALL LOST MONEY POOR, CUSTOMER SERVICE, UNETHICAL, AND NO REGARD FOR PEOPLE!THEY SHOULD BE INVESTIGATED FOR THEIR TERRIBLE RETURN POLICY.IF THEY HAD SENT ME A EMAIL 2-3 DAYS BEFORE I WOULD HAVE CANCELLED THE ***** COMPLETELY AND I WOULD NOT BE WRITING THIS LETTER

  Business response

  08/29/2023

  NuVet Labs takes accusations of noncompliance very seriously. On 8/9/2022 ****** went into our online store and ordered a 90-day supply of our NuVet Plus Feline. He opted himself into an autoship for a substantial discount, which required him to proactively select autoship, set his own interval date, and confirm he was on autoship. During this check out process he had no fewer than two options to change his order to a single time sale. ****** decided to set his interval renewal out an entire year instead of the standard 90 days such a order would normally dictate, which is his right. Our autoship disclosures were clear and conspicuous, our return and refund policy was available on our website, on his invoice that was included with his package, as well as in his order confirmation email. All three of these communications also provided ******'s next ship date as selected by ****** himself. Our autoship program is provided as a service to our customers and is in compliance with all federal and applicable state and local laws. ****** was provided a refund in compliance with the above. We wish him the best in the future.

  Customer response

  08/31/2023

   
  Complaint: 20503514
  
  I am rejecting this response because:

  As much as I agreee with all the points that were brought up by the company,  nobody can recall what they bought , did or said a yar ago.  its not like this is the only company that I am buying from or doing business with.

   

  I am not disagreing with what thy said, I am disagreing with their shipping policy!!!!!!!!

  EVEN AMAZON LTS THEIR CUSTOMERS KNOW 3-4 DAYS EVN MORE IN ADVANCE WHEEN THE PRODUCT IS SHIPPING TO THE END CUSTOMER.

  as much as they say that I had an opportunity through out thee timee to change the autoship date.  

  what would be so hard to send out an email as a final ability to either accpt or cancle the order 3-4 days ahead of shipping the product.  

  then if i did not respond to that email then it would be on me. and I would not have a leg to stand on.

  if they can send out an eemail telling me the product shipped, why cant they send one out to notify me that IT WILL BE SENT????

  MAYBE THEN THE company wouldnt hav over 400 complaints about thir shipping policy.
  
  Sincerely,
  
  *********************************

  Business response

  08/31/2023

  No where does NuVet Labs have 400+ shipping complaints. I am assuming ****** is referring to our 360+ reviews here on the BBB which has us rated at 4.87 out of 5 stars showing a vast majority of our customers love Nuvet's product, policies, and customer service teams. A refund has been provided as per the terms and conditions on our website.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I ordered supplements and vitamins last May 2022, for my puppy. Apparently I approved automatic refills for the following year. On May 26,2023 I received an email from NuVet that my order for $106.14 shipped.I have several products on auto ship, ALWAYS receive emails PRIOR to shipping allowing me to either delay my order, cancel my order ,or have it delivered sooner.When I called the company ,they said they notified me, a 77 year old senior citizen, last year on the invoice with the initial order. I explained that I didnt want the supplements, I was told to send them back,but will be charged 20% of $106.14. My complaint is that this is an unacceptable business practice. How am I suppose to remember a shipment is coming, from a note, on an invoice received last year?This practice needs to change , and this company is taking advantage of the consumers, especially senior citizens!

  Business response

  06/06/2023

  Thank you for taking the time to reach out. On June 1, 2022 ***** went online and ordered NuVet Plus and NuJoint Plus on our automatic shipping program to receive a substantial discount on her shipment. The disclosures about the recurring shipment were clear and conspicuous and ***** even went as far as customizing the next shipment date to be as far out as May 26, 2023. Normally, that shipment should have taken place in 90 days. This changing of shipment frequency shows she knew she was entering an automatic shipping program. As explained on the phone, once she returns the product that has shipped, we will provide a refund in line with our policy that is spelled out on both our website and the invoice she received with her order. We trust this response satisfies the BBB.

  Customer response

  06/06/2023

   
  Complaint: 20151875
  
  I am rejecting this response because:They automatic shipping occurred MAY 2022 when I signed up for the supplements. As stated in my complaint, there was never an email notifying this Senior Citizen that the products were shipping. The only emailed I received was on 6-26-23 AFTER the product shipped. 
  Amazon, and the Farmers dog ALWAYS send an email **** days prior to the schedule shipping so the customer can cancel, etc.

  I believe this companys policies around automatic shipping are beneficial to the company . Even if I ship the product back, UNOPENED, the company states they cant use them and charges 20% to the customer. 
  Why cant they reuse them and who documents the disposal of unopened containers?

  Again, NuVet is taking advantage of customers . Senior citizens included.
  Sincerely,
  
  ***************************

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought Recherch Kennels and was told if I buy the vitamins and the joint vitamins my puppy would be guaranteed for 4 years. What a scam. I keep receiving the vitamins and it is impossible to cancel. Similar to magazine subscriptions. These vitamins make my poor puppy gassy and have diarrhea.Why is their not a way to cancel without calling.It appears on the Recherch website they are no longer participating in this program.SCAM. I want all my money refunded please.

  Business response

  04/10/2023

  Hello,

  This product order was refunded 10/4/2022 and the auto shipment was canceled. I am unsure why there is a complaint.

• Initial Complaint

  11/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After being messaged by multiple NuVet employees, I finally decided to try it after being contacted by an account executive. I ordered shampoo to try and some cleaners. After using the shampoo on two of our dogs, they started having an immediate reaction. We just about lost one of our dogs over this. I reached out to the company who was reluctant to help cover any vet expense and even goes as far to say as the disagree with my veterinarian and myself(CVT) that their product caused a problem and that in "25 years we have been in business have not had any issues linked with their usage." We had seven dogs in the same area, there were no other new products of any sort. The only thing different was the two were the first ones to get bathed using NuVet Odor Control Shampoo.

  Business response

  11/18/2022

  Consumer Response /* (2000, 6, 2022/11/17) */ I have talked with the company and the issue resolved.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company targets breeders to push their product onto puppy buyers by offering a commission on the product. Breeders tie in the obligation of purchase in their contracts with puppy buyers, while their is no proven research that the product does anything to improve the health of the puppies. Furthermore, they do not send a reminder email of your scheduled autoship, so if you aren't seeing improvement in your pets health, you may forget you are about to receive and be charged for a useless product. Attached is the only email I received that is sent AFTER the order ships. Furthermore, when returning the product you have to pay for shipping and are only reimbursed 80% of the order total. So I just lost almost $50 (not including what it will cost to ship) to return a worthless product I was not told I'd be receiving. Bad business practice.

  Business response

  09/13/2022

  Business Response /* (1000, 5, 2022/09/01) */ Nuvet Labs takes allegations of fraud and non-compliance very seriously. In response to the above-referenced complaint, we have cancelled the subscription and sent a cancellation confirmation email to the customer. We apologize for any inconvenience the customer may have suffered. Additionally as a courtesy, we have refunded 100% of the purchase price of the returned product. This will show as a credit to the customer's account in 1-5 business days. We trust that our actions satisfy both the consumer and the Better Business Bureau and consider the issue closed. Please do not hesitate to contact us with any future inquiries. Regards, NuVet Labs

• Initial Complaint

  07/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dear****, I am filing a complaint against NuVet Labs for not being *** compliant per the government website. They are listed for Regulatory Actions under "Unapproved Animal Drugs" on a list of companies that is current as of June 15, 2022. They were sent a warning letter from the *** on July 29, 2016 regarding their violation of the FD&C Act. I was told by my breeder, ****************************************** that I'm required to purchase this product for my puppy in order to get the 1 year health guarantee. The only way to be a customer of NuVet is to input the code that the breeder provides and set up an account. This appears to ensure that the breeder knows if you're complying with the health guarantee agreement. I've reached out to NuVet Labs, citing the web pages from the *** website and my concern and requiring them to produce evidence they are *** approved. It's concerning to me as a customer that my breeder is requiring this purchase from NuVet which appears sketchy with their lack of compliance with the ***. I'm also concerned about any animals that take NuVet supplements or buy into these agreements with breeders who potentially are receiving a financial cut of sales. Why are breeders pushing a product that's not *** approved (as far as I know) for animals? Date of transaction: 7/17/22 Amount: $53.15 Order number: ******* Product: NuVet Plus wafers for dogs What I want solved: Cancellation of my subscription to NuVet and still get my 1 year health guarantee if there is no *** approval of NuVet Labs products Best, ************

  Business response

  08/15/2022

  Business Response /* (1000, 5, 2022/08/02) */ NuVet Labs takes concerns of non-compliance extremely seriously. First, the *** does not have pre-market approval of animal supplements. We manufacture in **** compliant labs and have never had a batch recall in 25 years of business because of the extra protections we have in place above and beyond what is required for animal supplements. With that said, we did receive a warning letter from the *** in 2016 which was related to a small portion of the company's marketing initiatives that is directly related to how our product can help dogs and cats with ailments or diseases. Other pet companies have also received *** letters including some larger organizations you may be familiar with such as ********************************************************************************* and more. Our flagship supplement, NuVet Plus is an immune system support supplement that has more than 30 natural ingredients and nutrients. Over the years hundreds of customers have written to us how NuVet Plus helped their dog or cats ailments, diseases, and help them greatly improve the health of their loved ones. It had helped many pets with allergies, itching and scratching, and skin and coat problems. Many pet families even reported back to us the success in helping their loved ones with more serious issues like diabetes and tumors/growths. In receiving the extraordinary feedback from customers over the years we wanted to reach out to other pet families that might be experiencing similar problems in hopes of providing a natural way to potentially help their dogs or cats. According to the letter received this specific marketing was too aggressive and not in compliance with their guidelines. For some reason the pet supplement industry has even more regulations than that of human supplements since the passing of The Dietary Supplement and Health Education Act (DSHEA), which covers supplements for humans but not pets which still fall under the stricter (FFDCA). As the above alludes, we cannot prove *** approval because the *** does not approve pet supplements. As per the customer's request, we have cancelled her autoship with us. We have no control another company's business practices in terms of the health guarantee request. Since that is the case there is nothing we can do there.

• Initial Complaint

  05/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Nuvet Labs tried to charge my card for a previous standing order on 03/21/22. The card was declined and Nuvet tried more than 10 other times over two months to charge the card until it was finally approved on 05/20/22. I received multiple messages from Nuvet telling me my order was canceled and on hold. I also received an email saying Nuvet had just put in a new order for me despite me not making that request. That order was ultimately put on hold too. Why would I need to cancel a cancelled order? Why would Nuvet suddenly recharge my card and send me an email saying I started a new order? Why after Nuvet told me that order was on hold, would they try again a month later without my permission? Because Nuvet Labs engages in shady business practices that may even be interstate wire fraud since it's across state lines. I did not authorize an additional order and did not ask Nuvet to keep trying my card for several months. I am irritated at how aggressively Nuvet kept attempting to charge my card, confused about how I was charged for a canceled order, and mad that they finally got through. The emails sent make plain the order was either cancelled or on hold, which absolutely implies no further action is needed on my part. I recommend every person stay away from this company's products and its shady business practices. I intend to dispute the most recent charge with my card issuer and to decline to accept the package I didn't order.

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/06/01) */ NuVet Labs takes allegations of fraud and non-compliance very seriously. In response to the above-referenced complaint, the customer signed up for an autoship program on our website on Sept 27, 2020 which had clear and conspicuous disclosures of the recurring shipments. He also received a substantial discount for that enrollment. He successfully received subsequent shipments on 12/23/2020, 3/25/2021, 6/24/2021, 9/22/2021, and 12/21/2021. Considering the length of his being a customer, he received notification of a declined transaction that stated "If we don't hear from you, please note the system will try to automatically reprocess your card periodically. To cancel, please call the Customer Service number above." This recycle process is extremely common in subscription-based businesses and his accusation that we stated his order was cancelled is false. ****** was provided with return and refund instructions and once the order is received back we will issue a refund in compliance with the terms he originally agreed to when he voluntarily opted into our subscription program, that he was a member of for 18 months. We trust this satisfies our customer and the BBB.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1/8/2022 Order# ********* I have repeatedly requested a return authorization code under their return policy to return the product I recently purchased from Nuvet. I explained that my pet was recently diagnosed with a medical condition wherein I must completely change her diet including changing her primary food and remove all supplements, vitamins and snacks. I had previously used their products without incident for almost three years, but my pet's medical condition required that I must now stop using Nuvet's products. This was not my choice, rather it was the decision of her veterinarian. I am kindly requesting to be able to return the product that I purchased under their existing return policy. Thanks. ******* ***

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2022/02/09) */ ******* reached out to us inquiring about return instructions via email. On January 24th we replied with all the information she needed to initiate a return. We are a little taken aback that a complaint was filed after return instructions were provided. On February 8th we received her return and processed a refund as promised in accordance with our terms and conditions. We trust this satisfies our customer as well as the BBB. Consumer Response /* (2000, 7, 2022/02/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response. I would encourage them in the future to listen to their customers concerns and stop their uninformed customer service practices. My dog cannot take their vitamins due to chicken additives they put in the vitamins which is their choice not mine. This practice has irreparably damaged their reputation and I can no longer recommend their product to others. Best, *******

• Initial Complaint

  01/08/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I enrolled in an auto-ship program last year with NuVet Labs that occurs every 360 days (order #XXXXXXX) and forgot about it. I did not receive an email or notification prior to the next auto-ship being sent out. I got a notice from UPS AFTER the shipment was sent. At that point it was too late to do anything about the order. Now, I am stuck with $380 product that I stopped using many months ago because I saw no improvement in my dog's mobility even after several months of usage. Their refund policy on auto ship orders is I have to ship back the product at my expense, and I have to pay a 20% destruction fee. I assumed that like other auto ship orders I have (Chewy, Amazon) I would be sent an email reminder PRIOR to shipment so I had the option to cancel or adjust my order. They offer a 100% guarantee and refund on other orders, but not auto-ship. I believe it is very poor business practice to not send out a simple email reminder prior to auto ship orders going out, and to not offer 100% refund on ALL orders.

  Business response

  03/01/2022

  Business Response /* (1000, 8, 2022/02/03) */ Thank you for reaching out. NuVet Labs reviews all concerns and takes feedback seriously. On 1/14/2021 **** went to our website and placed herself on an automatic shipping program to receive a substantial discount on her order. When she signed up she received a confirmation email with a link to her online portal where she could manage her subscription. Additionally, her invoice contained her next ship date and reiterated the terms of our automatic shipping program. Since she did not cancel prior to her next shipment, we sent her product based on the terms and intervals she set and agreed to. We received ****'s return and issued a refund in accordance with our terms and conditions on our website as well as on the invoice she received. We trust this response will satisfy the BBB and our customer. Consumer Response /* (3000, 10, 2022/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) My complaint is that NuVet does not notify customers prior to a subscription going out. Nor do they tell customers that they will not receive a reminder. I have several subscriptions with many large companies, such as Amazon and Chewy that send out reminders. I expected this to be the norm so I did not keep track of it (mind you, my subscription is annual). Also, with those firms, if I wanted to make a return they offer a 100% refund. NuVet DOES NOT for subscriptions, which in my mind is even MORE REASON to provide a reminder email prior to shipment. NuVet only refunds 80% because they claim they have to destroy the returned product even if unopened. They offer zero proof that the product is destroyed once it is returned.

• Initial Complaint

  08/03/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 8/2/21 i had an $180.90 deduction in my bank account that they took out money, I remember calling last year to complain and cancel because my dog kept getting rashes and itching only when i would give ger their products. So I called and told them that and they said just say return to sender and we will give back 80% of the money. Thats horrible they take peoples money like that for something they didnt open or request. They said they didnt see any log of my call, and I told them thats not my problem. Iwould never recommended a company that does this to people. They should refund 100% of an unopened product.

*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. ↩