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Business Profile

Pet Supplies

Dr. Marty Pets
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Dr. Marty Pets has 2 locations, listed below.

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    Customer Complaints Summary

    • 79 total complaints in the last 3 years.
    • 25 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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've been trying to contact Dr. Marty's and it says my only email, which is the ONLY one I've had for 15 years, is not an email in their system. I've been receiving a recurring order that I DIDN'T sign up for and I want them canceled and refunded. I was trying it, and it was NEVER clear it was going to be a recurring charge. It's impossible to get ahold of anyone to resolve, and shocking that I DONT HAVE AN ACCOUNT so it's Impossible to cancel. Highly do not suggest.

      Business Response

      Date: 02/10/2023

      I sincerely apologize for any frustration with the ordering process and when working with our customer service teams. We would be more than happy to help you with a resolution. I have refunded your last two orders in full, which should reflect in your account in 3-5 business days, your membership has also been canceled. Thank you for reaching out! 

    • Initial Complaint

      Date:01/21/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Online advertising states that corn (maize) is not part of Dr. Marty's dog food because it includes gluten. Gluten is present in grains wheat, barley, rye and triticale ONLY. The true reason for not including corn (maize) in formulation should be listed. This shows that veterinarian/dietician not vetting the advertising or lack of knowledge regarding formation of dog food formula. Fix this factual discrepancy.

      Business Response

      Date: 01/23/2023

      I sincerely apologize for any frustration you have experienced with our online advertising. We would never want you to feel any mistrust by our company in any way and always want our consumers to feel the benefits of our products. 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.

    • Initial Complaint

      Date:12/30/2022

      Type:Delivery Issues
      Status:
      Answered
      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've been trying to contact Dr. Marty's for a few months now with failure to talk to anyone. i've been receiving a recurring order that i didn't sign up for and i just simply want to cancel and wanted to order on a need basis. it's absolutely impossible to get a hold of anyone, sitting on the phone for hours, filling out the contact form numerous times to never hear back. in the time i've been attempting to contact, i've received three more shipments of dog food. i have a six pound dog and i have more food than i know what to do with.

      Business Response

      Date: 01/17/2023

      Business Response /* (1000, 5, 2023/01/05) */ 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 last two orders 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 so you will no longer be charged. Thank you for reaching out, have a great rest of your day!

    • Initial Complaint

      Date:12/12/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Dec 7, ordered 6 bags of dog treats for the amount of ****** all arrived broken and in crumbs. Also, did not sign up for continued ******** and find out by email I will be billed monthly. Billing monthly will be ******* for dog food and ****** for treats. This is *********** I want a refund and so called membership cancelled immediately.

      Business Response

      Date: 12/23/2022

      Business Response /* (1000, 5, 2022/12/12) */ 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 for the treats in full which should reflect back to your account in 3-5 Business Days. I have also cancelled your recurring order. Thank you for the feedback.

    • Initial Complaint

      Date:12/08/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      Do not order any products from this company we ordered 16 oz of dog food and received 4 oz dog treats instead. When you call to let them know no one answers the phone and we were on hold for over an hour with no answer to our call. The pictures attached show what was ordered vs what was received.

      Business Response

      Date: 12/22/2022

      Business Response /* (1000, 6, 2022/12/12) */ I am so sorry to hear of the experience and want to ensure a resolution is made for you. At this time I see you had placed two separate orders. One order was for 6 bags **************** and the other order was for 12 bags of ***** ******** ****** ******* I have sent you a separate email to get more information about your order and what you had intended to purchase. Consumer Response /* (2000, 8, 2022/12/10) */ Please remove review this has been resolved.

    • Initial Complaint

      Date:12/03/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Dr Marty advertises a healthy raw dog food. I ordered, received a small bag for **** I fed my dog a small amount of this food this morning and she's been ******** up ever since. This product should be taken off the market-it is not fit for consumption and is making dogs sick.

      Business Response

      Date: 12/16/2022

      Business Response /* (1000, 5, 2022/12/05) */ I am sorry to hear about your pets most recent experience. Some pets may experience ******* issues. ******* issues are the result of an acclimation period in which they may experience ********* and ***** ********** for a brief period of time. Most pets do not experience this, but some may, depending on how their body reacts to the supplement being introduced into their daily ******** ******* issues may include **** ********* ********* and ************** For most pets, the brief period can last anywhere from *** days but may last up to two weeks. Nonetheless, a refund has been issued back to you in full as of today and you should see that reflected back in 3-5 business days. Thank you for reaching out!

    • Initial Complaint

      Date:12/02/2022

      Type:Product Issues
      Status:
      Answered
      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 Started using Dr. ******************** products on my dog with great results. Her health has improved over the last 2 years.Very pleased. I went to re order more supplement and was told Dr. ******************** no longer ships to ******. No warning no explanations, nothing! My dogs ailments are starting to return and I have nothing. If Dr. ******************** cared about my dog the way he claims, we wouldn't be in this mess. Very unprofessional and cruel! ********************* **** ******

      Business Response

      Date: 12/02/2022

      We apologize for the inconvenience this may have caused you. Due to recent country regulations, we momentarily paused all sales to ******, but please know that we are currently working on resolving the issue to become compliant. If you still have questions, please feel free to email us.

      Customer Answer

      Date: 12/04/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      Dr ******************** customer service Rep,
      Thank you for the prompt reply. I am troubled that I had to reach out to the BBB to contact you. I received 1 to 2 emails from Dr ******************** a week promoting new products and still do. I would have been responsible of you to notify your ******** customers in advance rather than simply reject their orders. Do you have an anticipated date when you will be compliant with ******** import regulation as your products help maintain our pets health? Thanking you on behalf of all ******** customers.
      Best Regards
      *********************.
      *********** ******.

      Business Response

      Date: 03/14/2023

      At this time, unfortunately, we do not have an exact date for all sales to ****** due to these recent country regulations. But again, please know that we are currently working on resolving the issue to become compliant. We understand you are not satisfied with the responses we have previously provided. This is, however, the remedy we can provide for your complaint.

      Customer Answer

      Date: 03/15/2023

       
      Complaint: 19321915

      I am rejecting this response because:it contains no answers or information, with no timeline. This is a we are sorry for an inconvenience,  please go away no dates no times, no information. They are treating myself and the BBB as fools.

      Sincerely,

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

      Business Response

      Date: 03/15/2023

      I understand your frustration with us not being able to provide the information you are looking for unfortunately, at this time and with no ETA, we will not be shipping new orders to ******. If you are still receiving email ads, we can stop those for you at your request by emailing or calling our customer service department.

    • Initial Complaint

      Date:11/30/2022

      Type:Billing Issues
      Status:
      Resolved
      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.
      Saturday 11/26/2022 I ordered some product from ** *****: I attached a copy of the orders. ********** our dog *********** and I have communicated this to them, but have not received a response. All charges were taken from my bank account and I need help in getting my refund. If there is anything further you need from me, please let me know. Thank you ********* ****** XXX XXX XXXX / *********************

      Business Response

      Date: 11/30/2022

      Business Response /* (1000, 5, 2022/11/30) */ We're sorry for your loss. At this time we have gone ahead and refunded all of your orders. You will see those refunds back in your account in 3-5 business days. We hope that you take comfort in the many cherished memories you've shared. Consumer Response /* (2000, 7, 2022/11/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) They are refunding me and that is the result I was wanting. However it may take 3-5 days. I will let you know if I don't receive the funds. Thank you

    • Initial Complaint

      Date:10/31/2022

      Type:Delivery Issues
      Status:
      Answered
      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 9/22/22 I came across Dr *****'s pet food and and ended up purchasing it on the order page they had a spot to check for a one time purchase which I clicked I just wanted to try it. Got it no problem. 10/23/22 i received an email from my bank ****** transaction for Dr *****'s. I also received a processing my order email and shipping my order email on 10/23/22 I email them letting them know I didn't order anything which I got no response from. I got 2 emails on 10/25/22 stating my order was out for delivery and delivered which I never received. I sent them another email on 10/27/22 telling them I didn't order or receive anything that they can't just do that which they responded we're sorry to see you go that they took me off the membership. I replied to them I didn't get the membership what they did was ******** 10/30/22 I received an email from ******** care from a ******** T stating that they will cancel my membership and I won't be billed anymore I didn't want to be billed in the first place. Also received an email with ************ for returning the package I never received in the first place. I replied back to to them that I was ********** the ****

      Business Response

      Date: 12/09/2022

      Business Response /* (1000, 5, 2022/10/31) */ I sincerely apologize for any frustration with the ordering process and for any inconvenience it may have caused. We would never want you to feel scammed by our company in any way and always want to be feel the benefits of the products or take advantage of our Money-Back Guarantee. I would like to clarify the Check box shown when ordering is our offer to set up for a subscription auto renewal. I apologize for the confusion this may have caused assuming it was to be a one time purchase only. I have gone ahead and refunded your two orders. Please allow 3-5 Business Days for those refunds to reflect back to your account. Thank you for reaching out!

    • Initial Complaint

      Date:10/19/2022

      Type:Product Issues
      Status:
      Answered
      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 sent another order of food from ** *****. I only ordered a one time order not a ongoing plan order. I have been trying to reach their company to no avail. Every time I call ** *****'s it is during their business hours and I get a recording telling me to call back during there business hours and their phone hangs up. I Do not want them to charge my account for what I didn't order. My dogs do not like your food so I have to doctor it up with a variety of foods such as raw ***** raw ***** ********* ****** and ****** food along with raw veggies and fruit and vitamins. ****** ********, ** ****** *** ************ *** Mailing address, ************ ** Post ******* ** BOX **** XXXXX. Last 4 digits of mobile phone ****

      Business Response

      Date: 11/02/2022

      Business Response /* (1000, 5, 2022/10/19) */ I sincerely apologize for any frustration with the ordering process. We would be more than happy to help you with a resolution. I have issued a refund to the most recent order in full which should reflect back to your account in 3-5 business days and your membership has been canceled. Thank you for reaching out!

    Dr. Marty Pets is BBB Accredited.

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