Complaints

This profile includes complaints for WUFFES's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  WUFFES

  1550 Wewatta St Denver, CO 80202-6299

• 

  WUFFES

  1603 Capital Ave Ste 310 A125 Cheyenne, WY 82001

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:05/01/2025

  Type:Delivery 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 initially ordered from Wuffes in October 2024 and immediately canceled to try another product. Unfortunately it was already shipped but they canceled the subscription (which I didnt agree to) and refunded my money. They still keep taking money out for this product. I have spoken to 3 different people whom have all stated that my subscription was canceled and refunded the money. I just received another message stating my subscription order was being shipped out soon and another charge appeared! Its very frustrating because not only is it time consuming, my dog was euthanized in January 2025.

  Business Response

  Date: 05/02/2025

  Dear ********, 

  First and foremost, I want to express my heartfelt condolences on the loss of your beloved dog. We understand how painful this time can be, and Im truly sorry that you've had to deal with ongoing subscription issues during such a difficult period.
  

  We also sincerely apologize for the repeated inconvenience and confusion regarding your canceled subscription. It's absolutely not the experience we want for you.
  

  To clarify, when placing your first order with Wuffes, there was an option to choose between a one-time purchase and a discounted subscription. If a discount was applied during checkout, a subscription was automatically set up, as noted on the order confirmation and checkout page. This subscription is designed to ship regularly based on your dogs needs according to our feeding guide.
  

  That said, we understand that you believed it had been canceled. If you're still receiving charges or shipments, it's possible that another order was already processed before the cancellation. 

  If you do not wish to keep the most recent package, you can refuse the delivery so that it gets sent back to us. Once its returned, well be able to issue a refund.
  Please email us at ******************************** so we can assist you further with the return process and ensure no future charges are made.
  Warm regards,
  *********
  Customer Support at ********************
  ***********************************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 05/02/2025

   
  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:04/17/2025

  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 never agreed to a subscription. I tried their products one time and now they are stealing from my account. I have bills to pay and needed a full refund immediately. I feel like I was scammed.

  Business Response

  Date: 04/19/2025

  Tell us why here...We're truly sorry to hear about your experience, and we completely understand how upsetting and stressful this must beespecially when it impacts your finances.
  Please know its never our intention to mislead or cause frustration. Some of our orders do default to a subscription plan, but that should always be clearly stated at checkout. That said, if you were unaware or did not agree to this, we absolutely want to make it right.
  Kindly reach out to our customer service team at ******************************** as soon as possible. Theyll cancel your subscription immediately and process a full refund for the unauthorized charge.
  We appreciate you bringing this to our attention, and we're here to help resolve it quickly.
  Best regards,
  The Wuffes Team

• Initial Complaint

  Date:04/14/2025

  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 had original ordered something from this Company back in August. Unbeknownst to me, it was apparently a subscription. When they shipped it again in October, asked to cancel it and they did and refunded my money. They shipped it again in December, I reached out again, and they sent me the attached email and said they canceled it. They sent it to me again in February...I guess I paid as they said they already shipped it to me, but I said to cancel it and I made sure it was canceled on my account. They just told me they shipped it again and confirmed that I had canceled it but said it was too late as it shipped, and I would have to return it in order to get a refund. THIS IS ABSURD!

  Business Response

  Date: 04/15/2025

  Tell us why here...Hi *****
  Thank you for reaching out, and we sincerely apologize for the ongoing issues with your subscription. We completely understand your frustration, and this is not the experience we aim to provide.
  Due to quality and safety reasons, we are unable to accept returns on edible products. However, we absolutely want to make this right for you. Please contact us at ********************************* and wed be happy to discuss your situation further and explore the possibility of a refund or another solution that works for you.
  We appreciate your patience and are here to help resolve this issue as quickly as possible.
  Best regards,
  The Wuffes Team

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair 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.

  Wuffes reached out saying we had subscribed (must have been accidental) and that if they didnt receive a new card they would cancel it. I just left it feeling fine to be canceled since we hadnt subscribed as our dogs will not touch their stuff. At all. Then suddenly we are charged and receiving an unwanted order. They must have gotten new credit card info off of shop pay? So I reached out explaining our dogs wont touch their stuff and per their satisfaction guarantee could we ne refunded. **************** suggested maybe we just arent committed enough to our dogs to have consistently been giving them the supplement. Again o explained we could not do a 90 day trial as our dogs even the one who will eat his own p*** wont touch their stuff. She basically said too bad. They do not actually stand behind their product. This is a bald faced lie to consumers and trying to have us force things down them they wont eat is imbecilic at best cruel at worst for animals with arthritis. Who is fighting an old dog? Not me.

  Business Response

  Date: 04/13/2025

  Tell us why here...Thank you for sharing your feedback. Were truly sorry to hear about your negative experience, and we completely understand your frustration. Our goal is to provide products that are both effective and enjoyable for pets, and we certainly never want to cause any discomfort or stress for your dogs.
  We apologize if our communication felt dismissive that was never our intention. We genuinely want to ensure that every pet is comfortable with our products. If your dogs werent willing to take the supplement, we want to make things right. Wed be happy to look into a full refund for you, as we always stand behind our satisfaction guarantee.
  Please feel free to reach out again, and well do our best to resolve this for you. Your feedback is important to us, and well use it to improve our service moving forward.

  Customer Answer

  Date: 04/14/2025

  The business contacted me and is refunding the money 

• Initial Complaint

  Date:04/05/2025

  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.

  We purchased this product Wuffes and it sent our dog straight to the Vet! Something needs to be done to this company immediately.

  Business Response

  Date: 04/08/2025

  We are incredibly sorry to hear that your dog had a negative reaction to the Wuffes product and ended up at the vetthat is absolutely not the experience we ever want for any of our customers or their pets. Your dogs safety and well-being are our top priority, and we take this very seriously.
  Please reach out to our customer service team immediately so we can gather more details and assist you in any way possible. We will investigate the issue right away and make sure this is addressed.
  Thank you for bringing this to our attention, and again, we deeply apologize for what your dog has gone through. Well do everything we can to make this right for you and your pup.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair 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 first ordered Wuffes for my senior dog 3 months ago. My dog then passed a month later so I was unable to use the remaining product so I donated it to a local animal rescue. Then, on 4/1, I got a charge from Wuffes for another 3 months supply of their product. They never notified me that a recurring auto-shipment was about to process. I was only notified by my credit card for the new unexpected charge.I reached out to Wuffes on 4/2 and cancelled the recurring subscription. I also asked to cancel the pending order, but they said the item had already shipped and that I should refuse delivery when the product arrived. However, there was no way to refuse the delivery because the carrier just left the package in my driveway without my knowledge on the same day that I called Wuffes. I told Wuffes support that I would pay the postage to return the items to them, but they said I could not return the item once it was delivered and that I should pay for the item and donate it to a pet rescue. They offered me a 30% discount which I refused. They then offered a 50% discount which I refused. They want me to pay for a product they shipped me without my approval and won't take it back despite being unopened. Wuffes should not be allowed to charge people for something they did not order and then offer no return policy for the product.

  Business Response

  Date: 04/08/2025

  Tell us why here...I'm truly sorry to hear about your experience, and I completely understand your frustration. Its certainly not ideal to be charged for a product you did not order, especially when circumstances have changed with your dog.
  From what youve described, it sounds like there was a miscommunication around the subscription and shipping process, and that the handling of your situation hasnt met your expectations. This is certainly not the experience we want for our customers, and I want to apologize for the inconvenience and distress this has caused.
  While we generally have a no-return policy once an item has been delivered, we recognize the unique situation here, and I encourage you to reach out again to our customer service team. It sounds like this issue might be escalated and handled differently given your circumstances, especially with the product being unopened. I also recommend providing all the details of your situationsuch as the date of your cancellation request and the unexpected chargeso we can try to find a more fair resolution.
  Please reach out again, and we will do our best to find a solution that works for you. Thank you for sharing your feedback, and again, Im really sorry for the trouble youve faced.

  Customer Answer

  Date: 04/08/2025

   
  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.

  I had already been in contact with the business and they did allow me to return the item and issued a full refund today.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/01/2025

  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.

  I just got randomly charged $118.90 and i dont know the reason why, i didnt signed up for a subscription or nothing i just bought 2 bottles of medicine for my dog , the business name is Wuffes.

  Business Response

  Date: 04/08/2025

  Im really sorry to hear that youve been unexpectedly charged. That sounds frustrating and concerning, and we want to help you resolve it as quickly as possible.
  It sounds like there may have been an issue with a subscription or billing setup. Please reach out to our customer service team directly, and provide them with your order details so they can investigate and get this sorted for you right away. Well make sure any errors are corrected, and well assist with resolving the charge as quickly as possible.
  Thank you for bringing this to our attention, and well do everything we can to make it right for you!

• Initial Complaint

  Date:03/26/2025

  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.

  Hello,Wuffes prepared an order even after I cancelled my order and when I cancelled it even before it was shipped, they claimed to have refunded my money.I paid through my bank account and they say they refunded to my Apple master card. The number they provided for the Apple master card doesnt belong to me. They refuse to refund my money stating that its not their responsibility to pay twice.They paying to an incorrect account isnt my fault. I would like the amount $116.41 refunded to me As mentioned in the attachment they claim to have paid the card ending with 4315 whereas my card ends with the number 3517 Thanks

  Business Response

  Date: 03/31/2025

  Hello, 

  Thank you for reaching out. I understand how frustrating this situation must be, and I want to help get this sorted out for you as soon as possible.

  To look into this further, could you please email me directly at ******************************** with your order number and the email associated with your purchase? Since we can only refund to the original payment method linked to our system, Id like to review the details and see what happened here.
  Looking forward to your reply so we can resolve this for you!
  Best,
  *********
  Customer Support at ********************

  Customer Answer

  Date: 04/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the issue is NOT resolved yet. I have messaged the person that responded to this request via direct email as requested by them in the response. Still awaiting their response to my mail
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:03/14/2025

  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 was trying a joint supplement for my 9 year old Great Dane that was having issues with his hips and back ******* Great **** unexpectedly passed away and I went online to cancel the subscription and saw that a shipment had just processed. The package was delivered while I was at work. I reached out to the company to make a return and was told I could not make a return I should have refused delivery from the delivery person. They offered a partial refund and told me to donate the package.

  Business Response

  Date: 03/15/2025

  Hello *****, 

  Im so sorry for your loss. Losing a beloved pet is never easy, and I truly understand how difficult this must be for you.

  Wed be happy to assist with the return. Please let us know your order number, and well provide the return instructions for you. If theres anything else we can do to support you during this time, please dont hesitate to reach out.
  

  Warm regards,
  Customer Support at ********************
  ***********************************

• Initial Complaint

  Date:03/11/2025

  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 Wuffes for for my dog who passed yesterday and got this product delivered today. I want to know how to return it as theres no phone number to call. Thank u

  Business Response

  Date: 03/15/2025

  Hello *****,

  Im so sorry for your loss. Losing a beloved pet is never easy, and my heart goes out to you during this difficult time.

  We understand that receiving this order must have been tough, and wed be happy to assist with the return. Please reply with your order number, and well provide you with the return instructions.

  
  If youd like, wed also love to hear more about your pet and the wonderful memories you shared.
  Warm regards,
  Customer Support at ********************
  ***********************************