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Business Profile

Wholesale Pet Foods

Petjoy, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Pet Foods.

This business has 2 alerts

Complaints

This profile includes complaints for Petjoy, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Petjoy, LLC has 3 locations, listed below.

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    • Petjoy, LLC

      31416 Agoura Rd Ste 100 Westlake Vlg, CA 91361

    • Petjoy, LLC

      31416 Agoura Rd, Suite 100 Westlake Village, CA 91361

    • Petjoy, LLC

      11551 E 45th Ave Unit C Denver, CO 80239-3160

    Customer Complaints Summary

    • 36 total complaints in the last 3 years.
    • 12 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:04/03/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 a 20 day trial for their dog supplements. It took 11 days for the product to get to me. Nine days after I received the product I noticed they charged me over $144 and they were shipping another box to me. I only got 9 days to try out their 20 Day Trial. This is a complete Fraudulent Business activity and a terrible way to do business. I called several times to get a RMA to return the product...of course I have to pay the return postage which is complete BS. I was put on hold to get my RMA for 25 - 30 mins....and then the CSR tried to talk me into keeping the shipment for 20% off...I said no...and he hung up. Called again from the same phone and never answered. This is the worst Customer Service I have every experienced. Below is the 1st email I sent to PetJoy Customer Service. I was on the phone with customer service for 20 mins asking for a refund on my card for $144.92. The CSR put me on hold for 20 mins said he was going to stop the shipment and get me a refund. he never took me off of hold. I got my trial offer delivered on the 4th of March at 1:22pm. i used the trial product for 10 days and then noticed I was charged the $144.92 on the 15th. Here is the USPS Tracking number "9261299990995417531640 Your item was delivered in or at the mailbox at 1:20 pm on March 4, 2023 in PONCA CITY" I didn't even get the 20 days to evaluate the product. I am not satisfied. I will get my bank to dispute the charges as FRAUD. I only got 10 days to evaluate the product (because it took 11 days to get delivered) and it didn't even come close to work. DO NOT Deliver anything else to me. I will refuse it!!!! I called again and talked to another CSR for 20 mins. He was very nice...but still wouldn't help me out other than cancel my future orders. I have had it with scamming companies that don't pull through and try to get money after pulling the rug out underneath customers.

    • Initial Complaint

      Date:03/28/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      1) the company charged my account a day early on the 20th the day before they billed me. 2) Called to cancel and they kept trying to sell me more, even though I told them my dog wouldn't take the pills. 3) When I asked for a return label to send back for a refund they hung up on me.

    • Initial Complaint

      Date:03/16/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      3/10/2023 was charged 96.95 ask for refund company stated I need to return the product haven’t received it. And they will not refund me my money

    • Initial Complaint

      Date:03/09/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Order placed on 11/27/22 for a total of $61.91 included s/h. product was not received until Dec.. On 12/18/22 $96.95 was charged to my account again by PetJoy.. I called ###-###-#### the customer service number provided numerous times unable to get connected.. frustrated I checked on line for another alternative to reach PetJoy, a store in Cucamonga, Cal gave me a number that finally got me in touch with them.. I spoke to three associates Monica on 1/7/23,David on2/13/23,and Lila on 2/15/23…after explaining my situation of frustration and wanting to return the remainder of the product Monica made an awesome offer.. she could discount the initial purchase, refund the $96.95 charge and cancel future shipments …I was so grateful for her helping me rectify this to this extent, I was very satisfied.. the discount came through right away but the refund did not…within a few days after we spoke another package like the first one received was delivered to my address! I’m thinking, did the refund not go through because this package was being sent and I’m expected to own it? I’m back on the phone, after a few tries David answers.. I explain the problem, he explains company procedures why if I choose to return the package I will have to pay to send it back!! I’m usually a calm person but after disputes back and forth we get disconnected!!! I wait believing he’s going to call back..no such luck…again I’m calling back, finally on the 15th Lila answers, darn, the people who answer customer service calls for PetJoy need better people skills, patience and empathy for customers complaining of a service gone wrong…instead she too gives me the spiel of what I did wrong why they can’t do better by me as a customer.. she says I had a 20 day trial period to decide if I keep the product or not, after that I show intent to keep it and auto shipments take affect…I explain Per instructions for use one container of 30 soft chews is good for 2 months because my dog is under 20 pounds 1/2 soft chew is the required dose… auto shipments should not begin days after the first package arrives! To get charged before the package is received is stupid…she tells me I can return the package but I’ll be responsible for first getting a return voucher because it goes to a different warehouse from where it’s shipped and I will still need to pay for return postage!!! I asked to speak to a supervisor because I will take it up with the Better Business Bureau if I can’t resolve this today….hello, I’m talking to myself again, she disconnected too!! I called back a couple of times more to no avail…What the heck, something is seriously wrong with these bad attitude people in positions to be of help to others needing understanding.. there’s no excuse for not calling a customer back.. the calls are recorded and they have all our information available.. simply no excuses..

    • Initial Complaint

      Date:01/19/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 canceled my order before shipped I never received but they still charged me. I tried to get back into my account to make sure it was canceled and they won't let me into my account.

    • Initial Complaint

      Date:01/03/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Back in either September later through October 16 2022 I ordered a trial order from petjoy after it was delivered I called the office and told them to cancel any further charges I was told they cancelled the reacuring charges however today I noticed that they billed my account for more even though they never sent me an email please help I will also contact my bank to stop further changes Thank you

    • Initial Complaint

      Date:12/13/2022

      Type:Product Issues
      Status:
      Unanswered
      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 requested a sample of a product from PetJoy on 11/19. The product shipped 11/30 in that email it said “don’t worry we’ll notify you before charging you for your subscription on 12/10.” On 12/12 I received a shipment notification for my subscription. I’m not disputing that I signed up for a subscription when I signed up for the product. I’m disputing that per their terms I was supposed to get a reminder before they charged my card again giving me the opportunity to cancel the subscription. They are now forcing me to pay to ship the unwanted product back to them in order to get a refund. I am looking for a refund on the shipping costs for them violating their own terms. Attached are all the emails I have received from them.

    • Initial Complaint

      Date:12/01/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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 a trial of dog supplements. After placing the order i read on their site that it takes up to six weeks to notice a difference with the supplements but they are going to send a 3 month supply automatically in 21 days. The supplements were just shipped out there's no enough time to "try them out " before you have to buy a 3 month supply. I called to cancel. I was told that I couldn't cancel the order because it was already shipped. I'm ok with that. But, they won't let me cancel the subscription either. The agreement says you can cancel anytime for any reason but she refused to cancel the subscription because I haven't tried them yet. She claims she is extending my trial but now I don't even want to deal with this company because they have shady practices. I just want to cancel the subscription. That's all.

    • Initial Complaint

      Date:11/21/2022

      Type:Product Issues
      Status:
      Unanswered
      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 had a subscription for Pet Joy's Pro digest for my dog. Back in early September, I tried to cancel my subscription, but the website would not allow me to. Meanwhile, the product shipped. I called customer service, and I spoke to someone, and explained the situation. She agreed, and said the website is bad, and she gets a lot of complaints about it. She then offered to pause the subscription, because "she would hate to see me lose that great price". I agreed to keep the September shipment. She said she would pause it until the next shipment, that would be Nov. 13th. I tried to cancel the shipment on Nov. 11th, so it wouldn't ship. I looked at my credit card charge, and it was billed on Nov. 15th. I called, and explained for the second time, except this I thought the cancellation went through. While talking with the representative, I went back and looked. I was able to see that it did go through today, and it was cancelled. I told her I didn't want the upcoming shipment. She tried to convince me to take it. I said,no. So then she told me that I would have to pay to return it. The fact that their website is faulty should not require me to pay to return product that I was sure that I had cancelled. I consider Pet Joy to be a con job.

    • Initial Complaint

      Date:11/14/2022

      Type:Billing Issues
      Status:
      Unanswered
      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 a product a trial size for $6.82 eight days later on 12 November they charge my credit card $96.95 and shipped more product to me I never okayed the purchase on my credit card I never asked for the product to be sent to me And when I notified the business they tried to dicker with how much money they were going to give me back and then they’re making me pay to return their product to them before they return my money to my credit card this is very shady business tactics that should not be done to people that are unaware of their fine line print which in the ad is nowhere and I brought that to the attention of the lady C****** at the company she had no ID number no anything she claims she’s the only C****** there which again the whole time she still trying to sell me the product and not give me a refund I would like my money refunded as soon as possible I do not want their product

    Petjoy, LLC is NOT a BBB Accredited Business.

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