ComplaintsforDr. Marty Pets

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Dr. ******************** food based on reviews and money back guarantee. Unfortunately, my dog wanted none of the food in any shape or form. I have returned 2.5 packages for a refund. My biggest complaint is that most businesses stand behind product and offer return shipping. Since I had spent over $90, I couldn't afford to throw it out. However, return shipping to California from ******** cost $18.60. Return Tracking #********************** They could have offered a shipping label since they get merchant rates and insist on guarantee of food. The only other time my dog refused to eat dog food was because it had spoiled and was moldy.

  Business response

  07/22/2024

  We are so sorry to hear this did not make for a good fit and for any frustration caused while working with our **************** teams. 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 **********************************. Thank you for reaching out, have a great rest of your day!

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have several cats. I ordered Drm . Marty's cat treats and food. Not 1 of my cats would touch the treats. I left the treats down for several days and still not 1 of my cats would touch the treats. I called their number and told them my issues. They did stop the food order my never did I receive a refund. It had been approx 7 to 8 Mos. and have never heard back from them.

  Business response

  07/19/2024

  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 for your order in full which should reflect back to your account in 3-5 Business Days.  I have checked your account and do see that you have been previously refunded for the food order on March 13,2024 Thank you for reaching out!

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The company continues to send orders and charge my card after repeated refunds and subscription cancelations. I'm getting nowhere. It just keeps happening.

  Business response

  07/09/2024

  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 order in full which should reflect back to your account in 3-5 Business Days. I do also show that you had multiple memberships but all the memberships have  been canceled. Thank you for reaching out, have a great rest of your day

  Customer response

  07/14/2024

   
  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

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  DELIVERY LEAVING PRODUCT BY GARAGE INSTEAD OF PLACING FRONT PORCH AND CAUSING CAR BACKING OVER PRODUCT ALL DELIVERIES ARE PLACED ON PORCH EXCEPY PRODUCT SHIPPED BY YOUR FACILITY THEY NEEDTO PLACE BOX ON FRONT PORCH OR I WILL DISCONTINUE BUYING THIS PRODUCT THANK YOU

  Business response

  07/09/2024

  I sincerely apologize for any frustration caused by the  shipping courier. I would recommend contacting the courier itself once the tracking information is available and providing them with special instructions when delivering to your address.  Thank you for reaching out.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11-March-2024, I ordered pet food products from Dr. ********************* After finally receiving the full order, I began to introduce this new food to my cats daily eating. The result was that none of my cats would consume it. I tried methods of preparation given by their website, and from suggestions sent to my email from a customer service rep for ********************** pet food. No matter what way it was served, my cats just did not like it. They hissed and growled at it actually. I contacted Dr. Marty's customer service to initiate a "money back guarantee" return. On 12-April-2024 @ 11:53 A.M., I received an email from "Cheyenne *** I was told that I had some time to go within that 90 Day Money Back Guarantee, that would end on 12-June-2024. I took the return partial to a local **** on 10-June-2024 @ 3:47 P.M., and paid $18.60 to have it shipped back. I was not seeing my "Money Back Guarantee" credit to my credit card, so I contacted Dr. Marty's customer service again inquiring about it. Days later, (they are incredibly SLOW at responding if they even do it) on 01-July-2024 @ 4:12 P.M., I received an email from "**************" @ Dr. Marty's stating that I will not be refunded my "Money Back Guarantee" claiming that I returned it after the 90 days which she wrote was up on 14-June-2024 which obviously contradicted what her colleague "********************" had written earlier. Either or, I still had it paid and shipped on 10-June-2024! For all of this inconvenience, and an obvious discourteous attitude steaming from "**************", I am seeking my full "Money Back Guarantee" and the cost of shipping that better business's offer as routine cost of business. Email threads and a date stamped photo of the partial taken at the post office is available upon request.

  Business response

  07/08/2024

  I sincerely apologize for any frustration with the ordering process and when working with our customer service teams. 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 drmartypets.com/faq-bridge/#returns-exchanges. We want to be sure our customer concerns are being heard so we have refunded you for your orders 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!

  Customer response

  07/15/2024

   
  Complaint: 21947095
  
  I am rejecting this response because:

  Although the business is able to operate their business as they see fit, but always within the legal uniform process in all states of the country, and not selective for case by case. I am NOT saying that this was my situation but I'm simply wanting this point emphasized. I choose to not accept 100% for this particular transaction because the cost of shipping and handling costs should NOT be passed along to the consumer(s)! That is a particular business expense that more than not is absorbed by a business as a routine cost of doing business to hopefully encourage that consumer and those that they may refer your business to them. Leaving a positive impact on current customers as they will remember the positive experience that they had with a business more than likely will see that customer return to your company and be an ongoing customer for the future. If I had been refunded for both merchandise and the return shipping cost, I would have shopped with you again, and consciously referred your company to countless other potential customers. As it was not the solution to my experience with this business, I am not able to recommend it to others. It is too bad, because I was rooting for your business too!
  
  Sincerely,
  
  *********************

  Business response

  07/15/2024

  We understand you are not satisfied with the responses we have previously provided or the refunds we have issued. This is, however, the remedy we can provide for your complaint. Please refer to our websites terms and conditions section for more information. Thank you

  Customer response

  07/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me, but WILL ACCEPT the resolution in order to close this chapter of dealing again with yet another dead- common unethical and ***** manufacturere that is one of a "million+" polluting the consumers markets. As my response to this matter is to ACCEPT and move on, I will be doing that, but will not ever give this business a positive endorsement to anyone who asks. Relying on hyperlinks to make your business seem legitimate in its practices and shortcomings is very sad! 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1st order4/23/22 *pic #1 "This was same time the false advertising is visible & pushed 2consumer w/ false $$ savings vows *pic#2 Total 1st nonaccount member pricing "total$29.95Shipping$4.95OrderTotal$34.90" *pic#3 2nd buy same day. unknown hidden transactions began.unaware of new buy due 2 misleading&confusing antics.u've thought u completed ur original order. U are not told urvvorder has been completed yet tho. instead thrusted onto an ad set up w/ after scrolling past the new best deal *** they give 2 options make it seem ur clicking button 2 move 2 finish original buy. but if u click the wrong 1 oops or even if mean 2 u just made an entire new order w/out ability 2 pic ur payment type, address 2 drop @ , no info on shipping costs or if both buys will arrive together or no?I hadnt given consent to save my pay type or address yet but they use it. U get new ad on nxt page.cycle repeats many times 2 where I call my ******** my order + new 1 i didnt do now 2. U must go throu 5-10 diff ads 2 get 2 the "end". aren't good w/ computer? u wont get 2 the end w/out accidentally buying more hidden things.*pic 3 **go & try 2 make buy tip tho buy only hrs that the phone customer service reps are open, cuz only then can u cancel ur order on time by calling must do so immediately or u may not able 2 cancel. doing this is relly the only way 1 experience for 1s self the insanity of it all & also picture what some1 who isn't computer savvy would experience trying 2 make what should be a very simply & straightforward buy. *2 view all orders made plz let me know & I will add them I was told on several occasions that if I joined &became apart of their Account Member I would receive 50% off regular pricing that of nonaccount members. Having made my 1st buy as a non-member, im able 2 see the price difference. There was none ZERO. Top it off, they email discount codes when you make order there is no place to enter them. When asked many many times never once given reply.

  Customer response

  07/01/2024

  A s.I just sent in my complaint today to you guys. But due to the *********************************** very simplified ways. Example? Here's a sentence normally. "And to get your money back What you had to do was call customer service representative to see whatever they had to explain to you". Now here is the simplified way " & 2 get ur $ back w/ u had 2 do was call custo. servi. rep. 2 c w/e they had 2 explain 2 u"
  
  
  So I'm really not sure if it will be readable to most. Because I had so many different grievance and concerns I had a lot to explain based off the questions the BBB showed to help give the full picture of the situation. I also cut all unnecessary words or expressive words to show my sheer disillusionments with the company. Which may also add another layer of confusion as it reads very disjointed and really flat almost as if I'm not concerned with the dilemma or as if I'm actually explaining what happened to someone one else but not myself... So if need be I can re write everything and I also have many more photos for evidence if needed. I just wasn't sure what would be considered helpful or relevant. So again if any are needed please let me know. Lastly I wrote it out following the questions osed by the BBB in the order they were written for the template for what I wrote. Due to lack of space I had to remove each question before what would have been the answer that followed that question. I hope some of this information helps make reading and understanding my complicated complaint easier. 
  
  
   
  
  
  -*****************************

  Business response

  07/01/2024

  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. Keep in mind that you are covered under the 90-day money back guarantee, if you feel the product is not benefiting the way you had hoped, you can reach our customer service team at ************** and a representative would be happy to further assist you with your order. Thank you for sharing and for your feedback, we always strive to improve our company any way we can based on the reviews from our consumers.

  Customer response

  07/04/2024

   
  Complaint: 21921483
  
  I am rejecting this response because:
  They did not response to any of the false advertising they do and made another false claim that the discounts are on top of my purchase? What discounts. No discounts are being given what so ever. Why am I given discount codes when there is no place to put these codes during checkout. As far as calling and reaching out to them. I have on several occasions and have been either hung up on or never responded to and as far as sending the product back for a refund, im still forced to shell out money for shipping. My issue is not with the product it is with the false advertising and unusable discount codes and false claims of savings that do not exist and hidden purchases made without the ability to decide which payment method I would like to use or even as to where I will be able to have these products delivered! Is false advertising and illegal and for someone who claims to have worked for ***** to be ashamed of themselves for doing such business practices as if they don't already have enough money as it is and yet still go and take from those who just want a good healthy product at a fair REAL advertised price.

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

  Business response

  07/09/2024

  I apologize for any trouble you experienced with placing your order. The special deals that appear after your initial purchase are usually a great option for our customers as they provide limited promotions with special discounts on larger quantities of product, as well as other related products to help optimize results. You do have the option of declining these special deals by selecting: No Thank You when they appear.. As to adding a discount code, the option is available on the shopping cart page that shows the total items in your cart prior to the checkout page .This page also offers the customer  the option to checkout as  a guest or login before continuing to enter billing information. Thank you for reaching out.

  Customer response

  07/10/2024

   
  Complaint: 21921483
  
  I am rejecting this response because:

  Again there is no option or place to put the discount codes and you still have not addressed the fact that you falsely advertise that once you become a member you will get discounted prices for everything from single purchases to subscription plans and I have yet to be able to use any of the coded discounts I've been given it's false advertisement I'd appreciate if you guys would stop advertising as if being a member will get you half off prices and dramatic discounts because as you're just alluded to I can check out being a guest and still receive all the awesome quote unquote discounts that are presented to me before being able to check out fully so what is it exactly and I'm getting by being a member? Because it's not as advertised I'm not getting any special pricing no special discounts nothing different than anyone else even in guest mode. Wouldn't you consider this false advertising I do.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 6 bags of their premium food as a bulk order purchase and their 90 day 100% money back guarantee. Contacted customer service and they offered me 30% back and I can keep the product (which my dog refuses to eat). Since it was such a large purchase I wanted a full refund. They sent me paperwork to return the products and its going to cost the same amount to return the product so really the money back guarantee is a joke because they know most people cant afford to ship the product back.

  Business response

  07/01/2024

  We are so sorry to hear this did not make for a good fit and for any frustration caused while working with our **************** teams. 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 ****************************************************************. We apologize for any inconvenience this may cause but can assure you that funds collected by our company have been refunded back to you in full. 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

  06/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  None of my four cats would eat Dr. Marty's cat food. So I tried to sell the food on **** to try to get some of my money back, but Dr. ******************** reported me to **** as offering COUNTERFEITS and the listings were removed! have no means to manufacture counterfeit products. I am simply a pet owner. Now **** has this report accusing me of something I did not do.If Dr. ******************** is not going to allow me to sell the cat food to some other pet owner, then they need to give me a refund. And Dr. ******************** needs to remove the report to **** that I sell COUNTERFEIT products! I did no such thing!

  Business response

  06/11/2024

  We apologize for the confusion regarding our return/refund policies.

  Our records show you approved a 30% in exchange for keeping the product and not send it back for a full refund.

  Your refunds were processed in the mounts of $26.18, $62.01, $26.62 on 4/24/2024.

  In addition to this, we would like to remind you that in our terms and conditions section of our website explicitly states:

  "Dr Marty does not authorize or permit the resale of our Products by unauthorized retailers, resellers, and/or distributors"

   

  Thank you

  Customer response

  06/11/2024

   
  Complaint: 21831719
  
  I am rejecting this response because Dr. ********************** pets reported my **** listings as COUNTERFIET items, and this is absolutely false. I have no means to manufacture COUNTERFEIT cat food. I am simply a pet owner who bought cat food and none of our four cats will eat it. I need Dr. ********************** to immediately remove the accusation of COUNTERFEIT from their **** reports. If Dr. ********************** does not want me to sell the cat food on ****, I won't. In fact, I have already deleted the listings. But the accusation that I am selling COUNTERFEIT items MUST BE RETRACTED from the **** reports.
  
  Sincerely,
  
  ***************************

  Business response

  06/11/2024

  We understand you are not satisfied with the responses we have previously provided or the refunds we have issued.

  This is, however, the remedy we can provide for your complaint.

  Please refer to our websites terms and conditions section for more information.

  Thank you.

  Customer response

  06/11/2024

   
  Complaint: 21831719
  
  I am rejecting this response because:
  Dr. ********************** form letter response is unhelpful and does not even address the issue of them accusing me of selling counterfeits of their products. All I did was buy expensive cat food and none of my four cats would eat it, so I listed the unopened bags on ***** The issue is this: Dr. ********************** Pet Food reported my listings to **** as counterfeit and has ruined my reputation as an **** seller. Reporting me as a counterfeiter is dishonest and unethical. I demand that Dr. ********************** retract the counterfeit claim immediately. I absolutely did not manufacture counterfeits of Dr ********************** products and list them on ***** Cats wont touch the food, so it definitely is not worth counterfeiting. Furthermore, a search on **** reveals hundreds of sellers just like me selling Dr. ********************** products, probably because their pets would not eat it either. Why was I singled out and accused of counterfeiting? Dr. ********************** is a scam company. If I bought any other brand of cat food and my cats would not eat it I could certainly sell it to someone else without being accused of counterfeiting.
  Sincerely,
  
  ***************************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received the cat food on April 2 2024. On April 3, 2024, I mixed some in with my 8 year old cat's regular food. My cat would not eat it. I mixed it primarily because the tiny 12 oz. bag which was (I thought because of deceptive advertising) supposed to be a month's worth of food. My cat is 15 lbs. and eats approximately 1 cup of food a day. The 12 oz bag would probably feed him for 1 week at best. At $30.95 per bag, I would not have enough money to feed him for a year!I was strongly urged by the advertising campaign to order yet 4 more bags at reduced price and I fell for it.I now have 5 bags of food that my cat will not eat on which to pay shipping to return to the company!Unfair practice at best, because I was not told that I would have to pay return shipping!I am requesting this company to refund me my shipping costs. I am 84 years old, and don't have that kind of money to spend.

  Business response

  04/05/2024

  
  We would like to extend my heartfelt apologies for any frustration you may have experienced. We understand that our Return Policy, as outlined in our Terms and Conditions on our website at ********************************************************, specifies the consumer's responsibility for return shipping. We genuinely regret any inconvenience this may have caused you. Nonetheless, we have issued a full refund of your orders for any inconvenience caused.
  
  Thank you for bringing this matter to our attention, and please accept our sincere apologies once again. If you have any further concerns or require additional assistance, please do not hesitate to reach out. We appreciate your understanding and patience. We hope you have a wonderful day!

  Customer response

  04/07/2024

   
  Complaint: 21535968
  
  I am rejecting this response because:  I fully believe the information about paying return charges was not disclosed properly.   I would  again request either a prepaid label with which to return items, or additional credit to my credit card  for the full return postage.

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

  Business response

  04/09/2024

  We understand you are not satisfied with the responses we have previously provided or the refunds we have issued. This is, however, the remedy we can provide for your complaint.Please refer to our websites terms and conditions section for more information.Thank you.

  Customer response

  04/09/2024

   
  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.
  I'm accepting,  but it is against the grain to do so.  They have tied my hands.????
  ********************************************************

• Initial Complaint

  02/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  An account was opened in my name and a recurring shipment was supposed to take place. After opening the bag to feed my dog I noticed that the expiration date was November 16 2023. The order was shipped to me in january **** I will not be doing business with these scammers anymore

  Business response

  02/07/2024

  We appreciate you reaching out to us regarding your recent concern with the manufacturing date indicated on your dog food packaging. We understand the importance of transparency and clarity when it comes to the products we provide to our valued customers.
  Upon review of your complaint, we'd like to clarify that the date printed on the packaging, November 2023, corresponds to the manufacturing date of the product, not its expiration date. We apologize for any confusion this may have caused.
  Please rest assured that our products are manufactured to the highest standards of quality and safety, and they are guaranteed to remain fresh and nutritious for up to 2 years from the manufacturing date. We employ rigorous quality control measures throughout the production process to ensure that only the finest ingredients are used in our formulations. We want to ensure 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 that refund to reflect back to your account. Thank you for reaching out, have a great rest of your day!

*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. ↩