ComplaintsforOnly Natural Pet Store

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged for a product I did not order. When I called the guy I spoke with was very rude and told me I had signed up for auto ship. Which, I had not. He then told me that he would start the return process and have ***** send it back to the warehouse. It arrived yesterday. I called immediately and was told that I have to pay to have it returned. I am NOT PAYING for something I did not order! No one has responded to my voicemails or emails! I do not know what to do! This is bad business and their history of complaints on this site is a very CLEAR indication of that.

  

  Business response

  12/13/2023

  This customer created an auto-delivery subscription for dog food on 11/10/2023 with a recurrence interval of four weeks. Our checkout process requires positive confirmation from customers that they intend to create a subscription. Customers can cancel subscriptions any time before they are shipped either directly on our site or by reaching out to our ************* Team.
  
  We filled her standing order as she had scheduled it. Since she no longer wants the product, we have authorized a return, but per our policy we do not cover return shipping costs. As a goodwill gesture in this case we will make an exception and send a pre-paid return label for the product the customer no longer wants. She will receive it today.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 1, 2023 I purchased Only Natural Pet Senior Mobility Chews for my 15 year old dog. I have been buying them for a while. Never had any problems. I'm nearing the end of my container. I have about 7 or 8 left. I go to grab one to give to my dog as usual, and something ****** my finger. I look at the chew, and there is a wood chip in it. I reached out to the company by e-mail. They never responded. I had to e-mail them again. Finally got a response. They were no help. Told me to go to PetSmart but I'm basically finished the container, I bought the product a month ago with no receipt. They have not responded further. No other resolution was given. It just baffles me because I never would think that a company would not care about their product. They don't even care. My dog could have ingested that. It's ridiculous.

  

  Business response

  11/06/2023

  We have reached back out to this customer to investigate the issue further.

  Customer response

  11/06/2023

   
  Complaint: 20824203
  
  I am rejecting this response because:
  They have not reached out to me, even though they said they did. 
  
  Sincerely,
  
  ***********************************

  

  Business response

  11/14/2023

  This rejection was posted on 11/6. We just received notification today, 11/14. In the meantime we have corresponded with the customer and offered a ********************** credit, which she has since used.

  Customer response

  11/14/2023

   
  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. Sad I had to do it this way to get proper customer service. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  06/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have an issue with an order and I have contacted management on several occasions to no return call from management. **************** representatives were unfriendly and not willing to assist me with the issue.

  

  Business response

  06/20/2023

  We will be happy to reply thoroughly if the customer provides details about the nature of this complaint and when attempts were made to contact our management to pursue a resolution.

  Customer response

  06/22/2023

  I made a purchase on June 3, 2023 for ZiwiPeak Air Dried Cat food.  I was sent ZiwiPeak Air Dried Dog food.  I immediately contacted Only Natural Pet regarding the error.  I explained to them that when I added this item to my cart, I had been shopping for cat food products, not dog food products.  They were adamant that no mistake was made on their end and that I was to blame.  I was even told that I should have paid closer attention when shopping by the representative.  I explained to them again that I was shopping for cat food, not dog food and even asked them to look at my order history.  My order history shows one type of food being ordered for my dog, not ZiwiPeak and that I has recently purchased the Ziwipeak cat food and was looking to purchase that again.  That was the intent of my purchase on June 3, 2023.  Again, I was dismissed and told by staff that there was nothing they were willing to do.  I asked to speak to management to provide feedback on my experience.  I was informed management does not accept inbound calls, but that they would return my call later in the day.  No return telephone call.  I tried again a few days later, still no response from management.  My most recent attempt to talk with a manager was on June 19, 2023.  Again, let a message and as of June 22, 2023, I still have received no return telephone call.
  Complaint: 20207119
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  

  Business response

  06/27/2023

  We have explained our return policy. Our site does not use a customer's order history to prevent them from ordering unanticipated products.

  Customer response

  06/29/2023

  When I ordered this item and added it to my cart, I was shopping under the cat section of your webpage.  There was a glitch within the system.  Furthermore, the lack of any return telephone call by management to a concerned customer is highly disappointing.  

  Customers beware of this fraudulent business.  They will not stand behind anything they sell or admit any fault.

  Complaint: 20207119
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

• Initial Complaint

  05/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bag of Only Natural Pet Red Meat Feast from Petsmart store #**** on May 23,2023 at 8:09 PM EST. I usually store my dogs food in a container, but when I purchased this bag he was not yet finished with the previous food. Once done I began feeding him the new food from the bag purchased on May 23rd and had not yet transferred it. I noticed a bug on a nearby wall, pictured, but did not correlate the two. I left for the day and moved his bag into my room so that he would not get into it. Again I saw the same bug but did not correlate the two. I transferred it over to his container today the morning of May 29th. When I went to feed him this evening I found the bugs on the inside of top of the container. Unfortunately I disposed of them before capturing a picture. I then suspected it was coming from his food and saw all of the net looking webs inside of the canister. I have purchased from Only Natural Pet over the past 6 months but this will be my last. I would like so dispose of this food and request a refund. I have since thrown the original packaged bag away and I dont feel comfortable bringing this back into the store of Petsmart and potentially contaminating their ********** taking my dog to the vet to ensure that he is not going to or is currently sick from this food. Im not sure what this is but it is not okay and I feel horrible that I have allowed my dog to consume this contaminated food of this company.

  

  Business response

  05/30/2023

  We are so sorry you had this experience. All of our products are guaranteed at PetSmart. The store where you purchased the product will issue you a refund. You will not need to return the product.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Loved the products, yet both times I ordered the flea yard spray it wasn't packaged properly and leaked everywhere. The second time, the flea spray (chemical) leaked all over my Chewy dog food delivery so badly that it ate through its packaging, seeped into my dog's food, and the ink from that package imprinted onto our concrete. Their solutioncall Chewy for a replacement. Chewy would replace it but it's not that company's responsibility. I spoke with **** who then talked to her supervisor about offering credit or refunding the amount of the damaged dog food only to receive an email back from her saying her manager, ****, said again to contact *****. So, I called and left a voicemail for **** and he will not call back or respond. **** hasn't emailed me back after I asked why the about-face. They have made no attempt to offer a solution for my stained concrete either.I want $74.99 plus tn tax along with an additional $150 so that I may hire a professional to clean my concrete.

  

  Business response

  04/19/2023

  We have issued the store credit. If a cleaning service is required the customer can provide us with an estimate or bill for review.

  Customer response

  04/19/2023

   
  Complaint: 19952927
  
  I am rejecting this response because I am out the cost of a bag of dog food and your response did not address this. I would like that dog food amount sent to me or another bag of dog food from Chewy sent to me OR for you all to offer a store credit equal to that amount (as discussed with ****, we use your flea control yearly, on the phone), your choice. I will not, as your supervisor suggested, contact ***** to replace what was negligence on your companies behalf. To me, theres a packaging problem as this makes the second time this has happened and asking another company to eat the cost from your companies lack of quality control is extremely unethical and downright unbecoming.

  
  As far as the concrete cleaning, I will get quotes and pick the cheapest but most reputable quote to have our concrete cleaned. I would like a firm yes that your business will pay for that expense as your reply back was vague.
  

  
  Thank you,

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

• Initial Complaint

  10/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Only Natural Pet created order for me without my awareness. My account was not even activated.Time line:1) A couple days before the shipment, I got an email said I will have an order to be shipped. 2) So I tried to login. But ONLY NATURAL PET website said there is no user for this email after multiple tries. I even tried "forgot my password". But no matter how I tried, it said there is no account under this email address. (It turns out it was an inactive account according to their customer representative in later communications). So I though the previous email was sent by mistake and ignored it 3) Then I found my credit card charged and called the representative. He setup the account for me.So I was looking for a solution to return the unauthorized order. But ONLY NATURAL PET is unwilling to cover the return shipping fee.

  

  Business response

  10/20/2022

  Customers must actively choose to set up an auto-delivery subscription on our site. And, as mentioned in the complaint, we provided notification of the upcoming order.

  We do not require customers to create a userid and password to place their initial order, but they do need to do so in order to modify or cancel orders online.

  If this customer had not chosen to ignore our notification but instead had replied to it or contacted us in any way we would have been happy to cancel the subscription or help them register on our site to manage their auto-delivery.

  Customer response

  10/20/2022

   
  Complaint: 18247634
  
  I am rejecting this response because:

  If an account is inactive, how can an auto-shipment be associated with it (something does not exist). I got the notification but there is nothing if I click the "View Order" button in the notification and it even said no account associated with the email (please note it is not saying you need to activate the account). Of course I will think (every normal person will) it is something sent by mistake (at least it is a bug made by Only Natural Pet). I had do my duty to do the verification by trying the link in the notification, and trying to find the account. I will not pay for the mistake Only Natural Pet made. 

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

• Initial Complaint

  08/31/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On August 29, 2021 my package was out for delivery according to the tracking info. It was not delivered. On August 30, 2021 the tracking again said "out for delivery" but this time said "incorrect address" though the address was correct and today the tracking said "out for delivery" then "delivery attempted" though I have been home all day and no one knocked or called me and the shipper swears they did not require signature.I called Only Natural and told them to cancel the order and have the package returned to them. The customer service person said "I don't know what you want me to do". I have to borrow money from a friend to buy replacement dog food. This order is for $165 which is a lot of money to me. I am on unemployment.

  

  Business response

  09/01/2021

  We have instructed the carrier to return the shipment to us and have issued the customer a full refund. 

*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. ↩