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:09/30/2024

  Type:Customer Service 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 started giving my dog the Wuffes Advanced *********** Support for ************** Breeds on August 27, 2024. I doubled the dosage for the first 4 weeks per the instructions on the container. My dog's mobility worsened quickly around week 3 of the chews. He could barely support himself any longer on his own. I stopped giving the chews to him on September 26, 2024 after TWO visits to my vet that week. I contacted Wuffes re: their 90 days money back guarantee. I informed them of my pet's decline in mobility after taking these chews. They suggested I continue giving the chews to my dog for the full 90 days and then reach out for a refund if I'm not happy. I just got done telling them this is harming my pet and they suggested I continue giving this to him. They offered me a discount on future products. In what world would I continue to purchase product from you given your false guarantee and lack of care for my pet? After more back and forth, they have offered a 35% refund. They should NOT advertise a 90 day guarantee. Conveniently, the page that offers more details about their 'warranty' is giving a 404 error.

  Business Response

  Date: 10/04/2024

  Thank you so much for your kind and honest feedback. We are very sorry your dog is not feeling better. We would like to clarify that there aren't any ingredients in our product that could cause your dog's symptoms to "worsen" as they are natural, high quality and selected to help your dog's pain. 

  Our 90 day warranty can only be claimed after consistently using our product for 90 days, as our website states. Attached to this reponse you will be able to find proof of this. 

  Feel free to reach out to us if you have any further questions or comments!

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22358100
  
  I am rejecting this response because: you cannot make a blanket assumption that your supplement will not harm any animals. The level of glucosamine that you suggest be taken is way above that recommended. Too much glucosamine CAN cause the symptoms that my dog experienced. He has improved since I STOPPED giving him your product. 

  You refunded me 1/3 of what I paid. I would like to be reimbursed the full amount. 

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

• Initial Complaint

  Date:09/26/2024

  Type:Product 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.

  On 9/18 I placed a second order for *************** for my dogs. However, before the order was delivered, we determined that our dogs weren't tolerating the supplement well and that we weren't going to continue using it. I contacted Wuffes when I received the package on 9/24 and requested a refund. Their website very clearly states a 90 day money back guarantee. There are no asterisks or footnotes. But they said they can't give me a refund because I didn't use the product for 90 days and then tell them I was unsatisfied. Instead, they offered me a 30% refund and told me to donate the product. Their website is intentionally misleading, does not offer a link to the actual return policy or exclusions (or requirement to use it for 90 days). It's absurd. The box is unopened and unused.

  Business Response

  Date: 10/04/2024

  Thank you so much for sharing your kind and honest feedback! Our website clearly explains the way our warranty works. We have attached photos as proof. 

  Feel free to reach out to us if you have any further questions or comments! 

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22345622
  
  I am rejecting this response because: while the warranty and return information may be available on their website, as a consumer you need to dig around to find it. The main landing page clearly states a 90 day guarantee without indicating it's only applicable if certain parameters are met or that as the consumer, you need to look further into the warranty to understand there are caveats and exclusions. At a minimum, it's intentionally misleading, at worst it's false advertising, giving consumers false confidence that they can safely try an expensive product and return it if they're unsatisfied. As previously stated, there are no caveats or asterisks to indicate that the stated policy isn't literal, which would be the interpretation of any reasonable person. 
  
  Had I known this was the case I simply would've played your game and waited 90 days to tell you I wasn't satisfied. It's unconscionable that you would refund someone who "used" the product for 90 days but not someone whose dogs can't tolerate it, and therefore can't take it for 90 days. Clearly, it won't work for my dogs and I'm not satisfied.
  
  
  Lindsay Hughes

  Business Response

  Date: 10/10/2024

  Thank you for reaching out to us!
  
  Our 90 day warranty can only be claimed after trying our product for at least 90 days, that way you allow our ingredients to build up in your dog's system and start seeing consistent results.
  
  In your case since the 90 day period has not been completed, I would like to offer you my family and friends discount which is a 50% refund for your last order until you complete the 90 days. At any case if by day 90 you have not seen the results you were hoping for, all you need to do is reach out and let us know, we'll refund all of your purchases.

• Initial Complaint

  Date:09/24/2024

  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.

  On May 25, 2024, I ordered Wuffes for my dog. I did not know that by ordering their special I was entering into a subscription. Four months later, I received notification that ****** was charged by ROWLO, LLC for 72.38$ on September 24, 2024 for an automatic shipment. Upon looking into it, I found that it was Wuffes. I immediately called the company and spoke with a woman who stated that I signed up for a subscription when I made my first order. But I did not know that I signed up for one. My dog does not even eat these things so I wasted the first money I spent on them. I told her I did not want the second shipment but she said she could not cancel it as it was already shipped out. We hung up. I filed a dispute with ****** since I did not set up for an automatic shipment with this company and was not given an email letting me know that the shipment was being prepared so I could cancel ahead of time. They just took the money from my account. I called ******************** back and spoke with the same woman. She said that she could give me a 1/2 discount now and that I could refuse receipt of the package and when they got it back they could give me the rest of the refund. I asked for a shipping label. She said that I had to have the post office return it by refusing the packing and having them return it to sender. That seemed illegal to me. She then realized that I filed a dispute with ****** and told me to cancel the dispute or she would not give me the refund of the money at all. I refused to cancel the dispute because if I canceled the dispute I could not reopen it if they did not refund me the full amount of $72.38. She said if I did not close the dispute with ****** they would not refund my purchase price at all even if I sent the package back to them. I want a refund. This company is shady and does shady practices. They are even circumventing the **** by not sending shipping labels to customers. They need to just refund my money.

  Business Response

  Date: 09/26/2024

  Thank you so much for your kind and honest feedback. We truly value it! I would be happy to explain what happened. It's not the agent you spoke with did not want to refund you the amount you requested, but our system does not allows to refund an order that has an open chargeback, the chargeback first has to be closed in order for us to process a full refund. I hope this clarifies your question! You also have the option to wait until your bank makes a decision. 

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22331024
  
  I am rejecting this response because: If I close the ****** dispute regarding the fraudulent subscription charge on my account, and your company chooses not to refund the full 72.38$, or any of the 72.38$, I will be unable to reopen the dispute with ****** and will have no recourse against your company. All of the complaints I have read on here and other places have indicated that others have had the issue of your company refusing to refund the customers full amount or any of the customers money. If you want to give me a full refund of my money immediately, I will gladly drop my ****** dispute against your company when it is put back into my account.
  
  Sincerely,
  
  ***** Tout

• Initial Complaint

  Date:09/21/2024

  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 made a one time purchase from Wuffes. Wuffes added me to a subscription service without my permission. Received a pkg in the mail and opened the shipping container being I was not expecting anything and did not know what was inside. There was a container of wuffes dog supplements in the box. Contacted Wuffes and explained to them that I did not sign up for a subscription, I made a one time purchase to try their product and would like to return the unopened container of Wuffes. They informed me that because I opened the box they were shipped in I could not return them (the actual container containing the supplements was unopened and safety sealed). Also have the confirmation email and nowhere in the email does it say I signed up for a subscription.

  Business Response

  Date: 09/26/2024

  Thank you for sharing your kind and honest feedback! It really means the world to us. As the attached images show, when you signed up for the initial discount yuo enrolled in a subscription with us. Had you selected the single purchase option you would not have been able to claim the discount. As per our policies show, we are not able to accept returned edible products, only refused orders. Once a package has been opened it can't be refused. This is why we offered a partial refund, as a courtesy for you to be able to keep this last order. 

  Feel free to reach out to us if you have any further questions or comments!

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22319420
  
  I am rejecting this response because:
  That is not what I signed up for. That is a picture of their website, nowhere do I see an order number or any of my information. Please provide my specific order showing I signed up for a subscription. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/04/2024

  When he signed up for the discounted products offer, we informed him that in order to claim the free products we would be enrolling him into autoship and he could cancel anytime. He never reached out to request a cancelation and he never did it as well by his own end. We have now canceled his autoship subscription.. Unfortunately, his current autoship order has already been delivered, so we cannot fully refund it.

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22319420
  
  I am rejecting this response because:
  I did not sign up for automatic delivery and when I asked wuffes for documentation showing I did, the company did not provide me with documentation. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/17/2024

  Here is a transcript of the options and infromation the customer submitted. He selected the option which gave him a 58% discount plus a mystery gift by enrolling in a subscription, as you can see he selected the "30 day subscription". He also had the option to get a one time purchase but he would have gotten a smaller discount, which he chose not to do. 

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22319420
  
  I am rejecting this response because:
  Ill ask again, please provide me with original invoice with my name, order number, payment information and subscription. Transcript you provided has none of that information on it. I did not receive a free gift nor did I sign up for a subscription. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/04/2024

  Here is the invoice for the original order. There is a breakdown right there which shows which were the options you selected, which in your case was a subscription. Please let me know if you have any questions and I would be happy to help. 

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22319420
  
  I am rejecting this response because:
  Again, I do not see anything saying I signed up for a subscription. Ive asked multiple times for the original invoice and you have failed to provide me with anything showing me Ive signed up for a subscription. 
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/20/2024

  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 also duped by this company. All over their website it states 90 day money back guarantee on ALL edible supplements. This is a lie! When I cancelled the subscription, since I was not happy with the product, they offered me 40% refund because the items had already shipped and I had to wait to return it. I was told I could refuse the item and could get all of the refund, but unfortunately the item that was supposed to arrive at 3 arrived earlier than expected and I was not there to refuse it. So once I received it I attempted to get a return label and was told I would get 30% refund. Seriously? I want a complete 100% refund as promised on your website and I will return the unopened box. This is a horrible business practice and a very misleading company.

  Business Response

  Date: 09/26/2024

  Thank you so much for sharing your kind and honest feedback! There seems to be a misunderstanding here. Our ******************************************************************** this case, since your first order was placed on August, you are not eligible to claim our warranty yet. The partial refund you were offered was a courtesy, to show our willingness to make things right. 

• Initial Complaint

  Date:09/19/2024

  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 had ordered a tub/container of dog chews that are supposed to help with joint pain for my elderly dog. I came to find out by the vet that this was not a good idea due to a potential conflict with medication he was already taking. . Then a month later I received another tub and my credit card was charged double the amount of the first tub. I called the company that there was a mistake and that I did not sign up for automatic delivery and I'd like to return the product to which they replied that they weren't capable of having things returned quite yet. I made sure that it was clear that I did not want anything else from them. Since then I've received 2 more shipments totaling $180 . I had to block them from my credit card account. They cannot be reached by phone nor email.

  Business Response

  Date: 09/26/2024

  We are very sorry to hear that and would be happy to make things right. Can you share the delivery address or reach out to us via email with as much information as you can so we can look into this issue? There aren't any accounts under the name ********* ******.

• Initial Complaint

  Date:09/17/2024

  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 charged for a subscription that I did not sign up for. I did order thier product in a last ditch effort for my sick dog. However,given his condition at the time ( gravely ill at the time of purchase and recently passsed away) I would not sign up for a subscription that i knew would not be used for more than a month or so.Talked with the company and they refuse to refund the $62.00 that was taken from my account.

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22299987
  
  I am rejecting this response because:

  I would like a full refund in the amount of ***** for a monthly subscription that I did not purchase. I will gladly send the unopened product back to receive a full refund for that also (in the amount of $28.66

   

  In total, I would like  $91.37 refunded to my account.

   

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

  Business Response

  Date: 10/04/2024

  Thank you for reaching out to us! We are sorry to inform you we do not accept returned edible products. The reason for this is we can't guarantee their freshness once they leave our hands. 

  When you signed up for the initial discounted products, we informed you a subscription would be created and you could cancel it any time you wanted. 

  Feel free to reach out to us if you have any further questions or comments.

  Talk soon!

• Initial Complaint

  Date:09/14/2024

  Type:Product 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.

  Wuffes charged me $168.31 on a subscription I never signed up for. I did a ONE TIME purchase in August. I NEVER signed up for a subscription. I reached out to them and let them know that I did not sign up for the subscription and asked for a full refund and to please send confirmation that the subscription had been canceled. ******** from Wuffes responded and stated that the order already shipped and she could not refund the entire amount but could give me a 30% refund or I could wait and refuse the shipment and once they received it they would fully credit me.Per the attachment, the order HAS NOT shipped and I kindly ask her to please cancel the order that I never signed up for and to refund the entire balance. I have gotten no response back after sending several emails asking for the refund and confirmation that the subscription has been canceled. I want my money back in full and I want confirmation that the subscription that I DID NOT sign up for is canceled.

  Business Response

  Date: 09/19/2024

  Thank you very much for your kind and honest feedback. We appreciate your honesty on this matter. We can confirm your order has been refunded. 

  Feel free to reach out to us if you have any further questions or comments. 

  Talk soon!

• Initial Complaint

  Date:09/10/2024

  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.

  This company is engaging in deceptive practices. On their website they prominently display a badge that says "90 day money-back guarantee" on every single product page. They also display additional information such as "Less than 1% of our customers claim our ****** money back guarantee". There is no fine print anywhere stating any terms for this guarantee which is also displayed on the checkout pages.However, when I contacted them to return an UNOPENED product I had recently received, this was their response:"I regret to inform you that we dont accept returns for edible products, the reason behind this is we cannot guarantee the freshness of the product being returned, so we cant pass it on to another pup in need. I hope you understand."This is how they can make the claim that no one claims the guarantee because they don't actually ALLOW it! Every single one of the product on their website is 'edible' and certainly this prominent guarantee is shown on the very product I attempted to return. I'm happy to provide screenshots as needed.

  Business Response

  Date: 09/12/2024

  Thank you for your kind and honest feedback. We do respect the 90 day warranty for all customers that have consistently given the product to their dogs for 90 days. Our website clearly states the way our 90 day warranty works and our return policy: We do not accept returned edible products. *************************************************

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22265687
  
  I am rejecting this response because:

  It does NOT clearly state this conditional warranty on the product pages, the checkout pages or the confirmation email.  

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

• Initial Complaint

  Date:09/08/2024

  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 made a purchase on the Wuffes website. The purchase involved a subscription. I never got a confirmation email regarding the subscription and confirmation of the order was sent to a forwarded email that the vendor set up. When I tried to access my account with my email address, the vendor said the email doesnt exist. However, I provided my name and email to an AI customer service chatbot and they were able to access my account. However the chat bot would not cancel my subscription and referred me to login, which again the website does not acknowledge my email address. The company and website make it impossible to access my account or speak to someone to cancel my subscription. This seems to be a means of forcing people to make a promising initial purchase only to be stuck in a scheme locked into a subscription.

  Business Response

  Date: 09/12/2024

  Dear *****, I can confirm there aren't any accounts linked to the email ******************************. We need an order number, or delivery address in order for us to be able to locate your account and cancel it. 

  Please reach out to us through an email with as much information as you can to make this process quicker. 

  Talk soon!