Complaints

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.

• Initial Complaint

  Date:03/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 BADLANDS RANCH SUPERFOOD for my dog from a commercial while watching I TV. During the checkout for 3 bags of food for $114.59 I was prompted prior to completing my checkout that I could order six bags and receive an additional multi item discount per bag. I agreed to purchase the 6 bags totaling $157.87. After completion, I realized I was charged for both orders with 2 different order numbers. I did not approve 2 orders. Couldnt call customer service as it was late in the evening so I waited until morning and called at approx. 6:30am, PST. (CS OPENS AT 6 am) to cancel the $114.59 order and ask why they kept that order when I changed it prior to the completion of my original purchase. I didn't need or want 9 bags of dog food that have an expiration date. After an explanation that the order couldnt be cancelled- it had already shipped (really?) and that other customers understood the ordering process, I ended the call abruptly. Approximately 30 minutes after this communication I received confirmation of the shipment. If the order processed before communicating with CS-I would have expected to receive shipping confirmation before that. Should of checked prior reviews before ordering- my mistake. Hope my dog can tolerate 9 bags of food or they will be donated.

  Business Response

  Date: 03/18/2025

  I sincerely apologize for any frustration with the ordering process and when working with our customer service teams. The discounted offers are meant as an addition to your original purchase. We want to be sure our customer concerns are being heard so we have refunded you for the order in full as of today. Please allow 3-5 Business Days for those to reflect back to your account. Thank you for reaching out, have a wonderful day!

• Initial Complaint

  Date:01/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 this food for my dog under the assumption that if he didn't eat it that it that I could either keep the product or return it for a full refund.. I order this on or around 12/24/24 and it was shipped out on 12/26/24. I received it on 12/29/24 and returned it back as requested from the *** at the toll free # with return ref# RA3556393 on 12/30/24. She told me that it could take a week for my refund back onto my credit card ending with XXXX 8280. I still haven't seen the refund.

  Business Response

  Date: 01/15/2025

  I am so sorry to hear you did not see the results you had hoped for. I have checked your account and do see that you have been successfully refunded for your order on 1/7/2025. You will see the refund back in your account in 3-5 business days. Thank you for reaching out.
  
  

  Customer Answer

  Date: 01/16/2025

   
  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:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have been a customer for a year. I Received email to use code chilly 15 and used link as directed by email. Got a rejection that it would not work. Called the order number 2x and 45 minutes later they tried to charge more and couldnt apply code either. Then called customer service where I was yelled over and put on hold 3x then when I asked for supervisor, I was again, put on hold for 10 additional minutes and then disconnected. This is terrible customer service added to a clear bait and switch added to aggravation and an hour plus of my life Ill never get back All over dog food that I couldve probably ordered on Amazon faster and cheaper at this point.

  Business Response

  Date: 12/19/2024

  I sincerely apologize for any frustration with the ordering process and when working with our customer service teams. I  want to ensure a resolution is made for you today so I have issued a partial refund for your order which should reflect back to your account in 3-5 Business Days. Thank you for reaching out!

• Initial Complaint

  Date:12/05/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 6 bags of food at $23.98, total $143.88 plus $10.07 tax = $153.95 on 1/1/24 that was delivered approximately 10 days later. I opened the 5th bag in November with an expiration date or used by date of 3/27/25 on the bag. The food inside the bag is rancid, stinky and dried out. Nothing like the other bags. I have reached out by email over 10 times to customer service and they do NOT respond to any of my requests. I don't want my money back just a new fresh bag of dog food that isn't spoiled. It's terrible how they treat their customers after they get their money. The bag probably wasn't sealed correctly or possibly leaked. I don't know. It's garbage now. They can send a call tag to get it returned and they can examine it for what went wrong. Just respond to me !!!!

  Business Response

  Date: 12/06/2024

  I sincerely apologize for any frustration when working with our customer service teams. I have checked your account and see that the order was placed on 1/1/2024 and is past the 90MBG. You can view our Return Policy at *********************************************************. Thank you for reaching out, have a great rest of your day

• Initial Complaint

  Date:11/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 the Badland Ranch Dog food on September 2024. After trying to feed it to my dogs on numerous occasions, they would not touch it. Not one piece. I reached out to the company for a refund on 9 October 2024. According to their advertisement, it is a 90-day Money Back Guarantee. I have until 21 December 2024 for the 90 day expiration. They say to continue to use all three bags but my dogs refuse to eat one bite. I've given this plenty of time. I have tried to return the product multiple times and I continue to get computer generated emails to keep the items for a 30%refund. To transition the dog food slowly. I have asked where to return their product for a 100% refund per their advertisement and I do not get a response. As previous stated, I reached out to them to return the bags on 9 October 2024, on 3 November 2024 and the third time was 17 November 2024. On all three occasions, I have received the exact computer generated email. On the last email I sent them, I got a bit more direct and told them I wanted a full 100% refund and received no response to date.

  Business Response

  Date: 11/26/2024

  I apologize for any confusion. I have checked your account and do see that you have been previously issued a Return Authorization that was included in the 30% refund option email.  Nonetheless, I have issued a full refund of your order for any inconvenience caused. Please allow 3-5 business days for this to reflect back to your account. Have a wonderful day!

• Initial Complaint

  Date:09/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On 1/1/2024 I placed an order for 18 bags of Badlands Ranch superfood complete in 2 orders. One order totaling $305.75 (for 12 bags) and a second totaling $172.00 (for 6 bags). The expiration date of these bags is 3/2025. Because my dog was diagnosed with cancer and underwent chemo right after I placed the order, I could not feed this food to her as her oncologist stated she needed to be fed cooked food. Now that she is done with treatment I was transitioning her back to this food and I opened the first bag that was sealed to find a *****-**** mold covering the food. I opened a second bag to find more *****-**** mold. I called customer support today, 9/29/2024, because there was still 6 months left on the shelf life of this food and there is mold on it. The first representative I spoke to offer a 30% refund as that was all she was authorized to do. I told her I was upset the this company did not stand behind their dog food and it was inedible and moldy. She offered to transfer me to a supervisor and I asked if she would please forward me. The supervisor I spoke to then offered to refund the $305.75, but not the $172.00 because it was outside the 90 day return window. I said, so I am supposed to be out $172.00 for moldy, inedible food? And her response was that because it was outside of the 90 day window that the were only refunding the 12 bag order as a courtesy. I am so upset. I was not looking for a refund because my dog didnt like the food, I wanted a refund because it was moldy and inedible and the are not standing behind their product. The supervisor was going to initiate the refund for $305.75, which I am assuming that they will do but I am being told that might not happen for 3-5 business day and I feel that I should be refunded the $172.00 as well. The food is moldy and inedible.

  Business Response

  Date: 10/01/2024

  I sincerely apologize for any frustration when working with our customer service teams. I have checked your account and do see that you have been successfully refunded for your order on 09/29/2024 and I have issued the other refund as of today. You will see the refund back in your account in 3-5 business days. Thank you for reaching out, have a great rest of your day.
  
  

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22355346
  
  I am rejecting this response because: after reporting that the food had mold on it the first representative that I spoke to was only going to offer 30% refund because that is all that she was authorized to do after speaking to her supervisor. Once I was transferred to a supervisor, whom I assumed would have been trained a little bit further on how to handle a report of spoiled food that had not yet reached the end of it shelf life, they offered me a little more of a refund. Why would the customer service team ever be trained in offering anything other than a 100% refund for spoiled food that had not reached the end of it shelf life? Why was the first thing said to me was that it was beyond the first 90 days? The food had not made it to the end of it shelf life. That 90 days should have been irrelevant once they heard that the food had mold on it. After reading other complaints and other blog posts, it appears that this is some thing that the customer service team is actually trained to do. That is extremely disappointing. Unfortunately, your company should be ashamed for their practices because they are not standing behind their product until someone makes a report such as this.

  Additionally, it would seem that your company should want to do an investigation into why there is so much mold growing on food that has not reached the end of its shelf life and make the necessary improvements.

  With as many reports of moldy food that this company seems to have received, why has there never been a recall? Obviously, it seems as though there was a breakdown somewhere in the manufacturing chain that there is so much moldy food. Doesnt this company care that this food is being fed dogs that may be compromised and have further health issues because of the mold that their owners may not have seen initially and fed them? And even for perfectly healthy dogs, eating moldy food is not healthy.
  

  I would certainly hope that this company gets their R&D department involved in figuring out how food is molding that has not reached the end of it shelf life and the conditions the sealed food was kept in was more than above standard and then get its training department involved in retraining the customer service department on how to handle such reports and implementing the necessary escalation process so that no one else receives moldy food, no one else has an animal that gets sick, and no one else has to make a complaint like this just to be heard and treated in the manner they should have been from the very start of the report.

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

  Business Response

  Date: 10/03/2024

  Thank you for your feedback, we always strive to improve our company any way we can based on the reviews from our consumers

  Customer Answer

  Date: 10/04/2024

   
  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

  Date:09/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We researched dog food that would be healthy for our 4 dogs one of which is an older boxer and we have a boxer puppy. The website first would not allow our family to pass a certain point even though I attempted several times I had to ask my daughter to help when she logged on we were able to finally order food the description we read was 8 24 oz bags of dog food which would cost us $115 that seemed very reasonable to transition all 4 pets. First the order took almost 2 weeks to arrive and when it arrived there were 3 bags only this is only enough food for maybe 2 weeks with 4 dogs. I am very disappointed and will not be continuing with bad lands ranch anymore.

  Business Response

  Date: 09/24/2024

  I sincerely apologize for any frustration with the ordering process and for any inconvenience it may have caused. Our website only has pricing for 1,3 and 6 bags, and for further discounts you would need to create and log in to your account. Thank you for reaching out!
  
  
  
  

• Initial Complaint

  Date:09/16/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 stopped the automatic order of Badlands a mo ago. Today 9/14/24 I receive a bag I did not order. Do not send me anymore food. My dog cannot chew it much to hard. Please reimburse me my cost of the food

  Business Response

  Date: 09/18/2024

  We wish to apologize for any inconvenience and would be more than happy to assist.

  Are you able to provide the order information in order to look it up for cancellation and refund?

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Moldy looking food and company wont replace and doesnt seem to care to check if they need to do a recall

  Business Response

  Date: 08/28/2024

  We are so sorry to hear of the experience and want to ensure a resolution is made for you today. I have checked your account and do see that you have been issued a reshipment of your order. Shipping is 2-7 business days. Thank you for reaching out, have a great rest of your day

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 the dog food on July 22, 2024 and paid $103.76 and $84.37 for food and treats. The food and treats are so hard he cant chew either one. I soaked in water, but still too hard. I even tried to cut them. Nothing was said about being hard or for little dogs. I was so disappointed I wrote immediately and complained about both. Treats came a few days later and smell terrible. My sweet dog wouldnt have anything to do with either one. The answer was grind it and add water. I had already tried soaking and the only way I knew I could grind it was in a Ninja device. I borrowed one and the pieces were still hard but smaller. He wouldnt eat it. They cancelled my subscription and said I could get 30% and pay postage. The ad says 100% and I could send empty bag!! I so wish I had read the complaints before I even considered buying it. Very expensive for a retired teacher. 30% is hardly fair. I wanted what I thought would add to his life like they advertise, but he cant even chew it and I cant even cut it up. This is so frustrating to be falsely advertising and take advantage of customers because our love for dogs. I feel very offended and mad about spending so much money. I desire a full refund of course, to the agreement shown in the video.

  Business Response

  Date: 07/30/2024

  We are sorry to hear that this did not make for a good fit and for any frustration it may have caused.  Our Return Policy within the Terms and Conditions listed on our website does state the consumer's responsibility in return shipping.  I have checked your account and do see that you have been issued a return authorization on 7/27/2024 to receive a full refund.  Thank you for reaching out, have a great rest of your day

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22056844
  
  I am rejecting this response because:
  The company did not tell me the amount to be refunded. Also I have no way of printing the return authorization. I will have to research how to print it. I hope you will honestly advertise in the future. The food is hard and small dogs need it to be soft and smaller bites. I understood I had to pay shipping, but was so convinced he would love it, that I know its heavy and the shipping will be expensive.  How much is full refund?
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/02/2024

  I apologize for any confusion I have checked your account and do see that you have been fully refunded for both orders. You will see those refunds back in your account in 3-5 business days. Thank you for reaching out.