ComplaintsforBadlands Ranch

• Initial Complaint

  09/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  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

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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.
  
  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I made a second purchase order from Badlands Ranch - the beef formula. When I gave it to my dog, he refused to eat it. I tried several times and decided I needed to cancel my subscription and return the products. I contacted Badlands ranch via their email and advised that I wanted to return the products. A rep names **** answered me and encouraged me to keep the products the full 90-days before returning them. I still asked for the return authorization, which I received. I tried again and my dog still walked away from it. The following weekend I was packing it all up to take to **** and found that the food had gone bad with MOLD growing on it. No wonder my dog wouldn't eat it - he could smell it wasn't good. I took pictures and submitted it to Badlands Ranch. This time a rep named ****** replied. I sent him pictures of the food and the **** receipt for reimbursement ($21.65). ****** asked for information from the food packages, but they had already been returned. I advised him of that and he simply replied that he had credited my account for $103.04. No mention of the **** charges of $21.65 to return the bad food. In fact, no response at all to the bad food. All I'm asking for is the credit he said he made of $103.04 AND the return charge of $21.65. I don't think that's too much to ask.I requested the refund of the return charges ($21.65) a few more times. Mind you, I haven't yet received the refund of the purchase yet either. The reason for this is because they are not answering me at all and I would like a refund for having to return the products to them. Returning moldy food should not be my responsibility.

  Business response

  07/26/2024

  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 7/22/2024 You will see the refund back in your account in 3-5 business days. Our Return Policy within the Terms and Conditions listed on our website does state the consumer's responsibility in return shipping. You can view this at ******************************************** you for reaching out, have a great rest of your day!

  Customer response

  07/30/2024

   
  Complaint: 22045204
  
  I am rejecting this response because: THE FOOD WAS BAD! I should not have to pay return shipping for food that had gone bad! 
  

  Your company is by far the worst. Zero integrity! 
  
  Sincerely,
  
  *************************

  Business response

  08/01/2024

  We understand you are not satisfied with the responses we have previously provided or the refund we have issued. This is, however, the remedy we can provide for your complaint. Thank you.

  Customer response

  08/06/2024

   
  Complaint: 22045204
  
  I am rejecting this response and will continue to do so. This company sent me BAD-MOLDY food and they are making ME pay the return shipping costs. I will not accept their response as satisfactory. They have ZERO integrity and ZERO ***************** How did they receive an A+ or become an accredited business with the BBB? I can't fathom it. At this point, it's not just the money, it's the principle. ************************* and her ads are all over the place and SHE allows HER company to permit this when a customer receives bad food. It sure isn't MY fault the food was bad. I should not have to pay the return charges. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I watched a ***************************** video on ******* about dogs and apparently she owns Badlands Dog Food. I did not sign up for an account, or order dog food. I received the dog food (24 oz bag ) and I want to know how it was paid for since I DID NOT order it! Also how she got my name, address etc The $$ amount I included was from looking it up on Amazon although the order was NOT from Amazon.

  Business response

  07/15/2024

  I apologize for any confusion . In order to receive an order from our company all contact information including full name, address and payment information would have to be entered and submitted online. We are not able to receive and process an order without these steps being followed.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for dog food 1 time and have received 3 orders. I attempted to contact the company to cancel any future orders and return most recent order. Company has no system in place to speak to a representative to cancel orders or returns. I have included a photo of latest order hoping you could facilitate a refund and cancel any future unauthorized charges to my credit card.

  Business response

  07/08/2024

  I am so sorry to hear of the experience and want to ensure a resolution is made for you today so I have issued a refund to for your recent order in full which should reflect back to your account in 3-5 Business Days.. I do also show that the membership itself has been canceled.  You can reach our customer service team at ************** and a representative would be happy to further assist you with your order.  All contact information can be located at badlandsranch.com/contact/ . Thank you for reaching out, have a great rest of your day

• Initial Complaint

  05/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4/30 I purchased what I thought was going to be $153 for 6 24 oz bags of dog food, but due to snake-in-the-grass sales tactics, I ended up paying $320 for that order, and instead of 6 bags I paid for 12. Before I could even speak to a representative on the phone to cancel the order as the customer service team wasnt working, the product landed on my doorstep on 5/2. I had sent them an email b/c I couldnt get a hold of a person, and I think they had my food shipped as fast as possible b/c now Im stuck w/ it. They want me to to pay shipping for a huge container of food, and I dont trust that theyll refund my purchase b/c Ive had issues in the past and just bit the bullet and kept it. I also think theyre in cahoots w/ *** as when I was able to speak to a rather heartless woman in the phone regarding my issue, she said I could just have the package returned to sender, but when my husband took it to the *** store, it said my package was ineligible to refuse, and when I called again this time on an automated line, the robot said the package was already returned to sender yet its sitting right here in my kitchen. I only have 90 days to get this package back to badlands ranch or I must keep the food and swallow the cost. Im on social security NS can barely afford my own food right now.

  Business response

  05/15/2024

  I sincerely apologize for any frustration with the ordering process. Our Return Policy within the Terms and Conditions listed on our website do state the consumer's responsibility in return shipping. You can view this at ******************************************************. We want to ensure our customer concerns are being heard so we have refunded you for the order in full as of today and the membership has been canceled. Please allow 3-5 business days for that refund to reflect back to your account. Thank you for reaching out, have a great rest of your day!

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged for 6 bags of dog food over month ago for ****** and they have never emailed me about the order, no tracking , never received and also other 3 bags for total of ****** they charged my card and never received product. I am wanting a REFUND OF BOTH THESE AMOUNTS. I LOGGED INTO THEIR SITE AND THEY DONT SHOW ANY ORDERS IN MY ACCOUNT AND HAVEN'T RETURNED MY CALLS. I DO NOT WANT TO DO BUSINESS WITH THIS COMPANY. SCAMMERS!

  Business response

  05/02/2024

  We apologize for the delay and wanted to provide you with an update regarding your recent orders placed on April 20th, 2024.
  
  Your shipments, although delayed, are currently in transit and scheduled to be delivered on May 2nd. You can track the progress of your packages through the **** website using the tracking information provided.
  
  Tracking Number 9434611206087895038307
  
  Additionally, we are pleased to inform you that your refunds for these orders were successfully processed by PayPal Dispute on May 1st. Please allow 3 to 5 business days for the funds to reflect back into your account.
  
  We apologize for any inconvenience these delays may have caused and appreciate your understanding. Should you have any further questions or concerns, please do not hesitate to reach out to our customer service team.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear BBB, On August 12, 2023 I purchased one 24oz bag of Badlands Ranch Superfood Complete Beef Formula on their website badlandsranch.com for $42.85. The website markets the dog food as a premium dog food. The company offers no sample size to purchase. They offered a 90 day money back guarantee. The bag was out for delivery as of the 15th and although the tracking number provided does not have the actual tracking log, I received the order by **** delivery. In November I reached out via their website contact to exchange the product and let them know my dog would not eat the food because it smells terribly like vitamins and asked to do an exchange, they refused. When I saw terrible, I mean very strong and very obvious that is is not food at all and instead a bag of vitamins. I saw they had a chicken version out and he prefers chicken over beef and the bag is full and food was not eaten, so thought maybe that would smell less like vitamins. My dog would not even acknowledge the food was there when I put it in his dish or even tried to hand feed him with it and that is a concern because usually if he simply dislikes food he would smell it and then turn his head. He wanted nothing to do with this, because it is not food! Had I known this is not a food at all and is vitamins marketing as food instead, I would not have purchased the item. Also the bad size is very misleading. Only 1/3 of the bag is full as opposed to other dog foods where at least 1/2 to 2/3 of the bag is full. I believe was a mislead by the bag size and dollar amount that I was not only getting more food, but that what I was buying was actually edible. This is not edible. Badlands not only refused a refund and said that is was outside of their return window of 90 days, but was also rude about it. When I emailed them back again December 19th, they ignored my email completely. Although outside of the 90 day window, it was not by much, maybe only a week or two. However, there reason I am reaching out is beyond a we don't like it and we will give your money back guarantee, but I am reaching out for a refund because of their false marketing and advertising. This behavior demands full refund regardless of the time period. Since I have purchased this item, I have seen other reviews that are similar of even their treats. Not edible. Please know that I cannot remember how I paid for the item and do not see it on my receipt, however I did change banks. If Badlands decided to do the right thing and provide a refund, please send the refund to PayPal or Venmo @highriserealty or mail a check to the address on file. ************************* *****************. ************, ** ***** Thank you, *************************

  Business response

  02/27/2024

  I am so sorry to hear of the experience and want to ensure a resolution is made for you today so I have issued a refund to your Paypal order in full which should reflect back to your account in 3-5 Business Days. Thank you for reaching out! 

  Customer response

  02/29/2024

   
  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

  01/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been a Badlands Ranch dog food member subscriber for 8 months. I have been receiving 3 bags of beef formula every 3 months and 1 bag of chicken formula monthly for my 9lb YorkiePoo, ********. ******** has been thriving and we love the product. Now for the bad news. Our last shipment with a provision date of Dec 19, 2023 says shipped, and has never arrived. I have called customer support and emailed repeatedly. Every time, I am told the product will be delivered by 7pm tonight. It is now Jan 17, **** and still no product. Badlands Ranch advertisement states that as a subscriber member, our pets will never go without food, that subscribers are guaranteed priority delivery of product to ensure this. On this front Badlands Ranch has failed, and failed quite spectacularly, and I am writing to alert you that recently something internally has happened with your operations and it is having big a negative impact. We have run out of food, and I have exhausted my personal efforts to alert your company via calling and emailing through the website contact information avenues. I am just plain tired of the run-around at this point. I was recently emailed to say a new bag of food was sent, however, that has not arrived either. We are out of food, I am out of patience, and beyond frustrated. I have canceled my membership subscriptions and have ordered samples from Sundays for Dogs. Hopefully, their provisioning and customer service will be better than the treatment I have received from your company recently. I am not sure where you stand on issues like this, and I was always told that it is easier (and less expensive) to put in the work to keep a customer than it is to get a new customer. Id like to keep being a ********************** customer, however, some serious apologies and other displays of effort (like actually receiving the product) will be needed to get me to come back.

  Business response

  01/25/2024

  We regret to inform you that we have received your recent inquiry regarding the delay in the delivery of your order placed on 12/19/2023.
  Upon investigating the matter, we found that your order was shipped on 12/21/2023, and despite the tracking information on the **** website consistently indicating "In transit," the package did not reach you as expected. We understand the frustration and inconvenience this *** have caused, and for that, we sincerely apologize.
  In our efforts to rectify the situation, we initiated a reshipment on 1/12/2024, and according to the **** website, the package was marked as delivered on 1/23/2024 at 2:48 PM in *******, **. We hope that you have since received the reshipped order.
  We would like to emphasize that we do not have control over **** delivery times or any unforeseen delays that *** occur during transit. While we strive to provide a seamless shopping experience, we recognize that circumstances beyond our control can impact the timely delivery of orders.
  If you have received the reshipped order and are satisfied with its condition, we are grateful for your understanding and patience during this process. However, if the package has not reached you or if there are any issues with the delivered items, please let us know immediately so that we can further investigate and address your concerns.
  Once again, we apologize for any inconvenience caused by the delay, and we appreciate your continued trust and support. If you have any further questions or require additional assistance, please do not hesitate to contact our customer service team.

  Customer response

  01/25/2024

   
  Complaint: 21156478
  
  I am rejecting this response because: I want a formal apology phone call.  The issue at hand here is five-fold, 1. Badlands Ranch advertises that members get quick, priority delivery, so that "you don't run out of food." I am a member and I ran out of food.  2. Every time I called I was told "the product would be delivered by 7pm tonight." This message was verbally reiterated to me over a two week period where I called in repeatedly.  I did not get the product.  I was forced to go buy different product from a store front because we ran out. Not running out is an advertised membership benefit. 3. At no point was I offered a replacement shipment when going through Badlands Ranch agent communications methods which are: a. Enter a communication through the Badlands Ranch website, or b. call directly.  4. It was only when, in desperation, I reached out to the ********************* Foundation which is not associated with Badlands Ranch food but is associated with the Heigl's that I got some traction on this issue.  I was unable to get any help from customer service agents at ********************** and the supervisor I spoke to said she did not report to anyone. There is no way to contact anyone in a leadership position at Badlands Ranch, I did an exhaustive search on the internet. I also found other customers in posts on the internet (e.g. Reddit and others) that are experiencing the same problem. The *** of Badlands Ranch, ******************* is on LinkedIn, however, there is no way to contact him. The executive leadership team at Badlands Ranch should have accountability to the customer and should step up with some transparency and customer access. Your customers are clamoring for resolution of this issue!  You have a problem, are you even aware of this problem? 5. Blaming the inability to operate under the parameters you advertise, on the shipping delivery service you contract with, is an issue ownership copout. Amazon has nailed this process and sets the bar high. Take a page from their shipping "how to" manual. If your contracted shipper is failing you, it's your responsibility to solve that problem, not throw your hands up and say "not my fault."
  
  Sincerely,
  
  *******************************

  Business response

  01/29/2024

   We want to express our sincere gratitude for bringing your concerns to our attention. Your feedback is invaluable and we truly appreciate the opportunity to address your dissatisfaction.
  
  We understand that our previous responses may not have met your expectations, and for that, we sincerely apologize. This is, however, the remedy we can provide for your complaint. 
  
  Please know that your experience is of utmost importance to us, and we take your concerns seriously.
  
  Once again, thank you for sharing your feedback with us.

*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. ↩