Complaints

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

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  Only Natural Pet Store

  20 S Bowen St Longmont, CO 80501

  
• 

  Only Natural Pet Store

  2100 28th St Ste 1C Boulder, CO 80301-1142

  

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:08/23/2024

  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 4/6/24, I gave 4 of my dogs bully sticks from Only Natural ************ Made and manufactured at their facility and due to expire in May 2024.That night 3 of them became very sick and were hacking and vomiting up foam and strings from the bully sticks ALL night long. The next day, I contacted the company and asked to speak to customer service manager. They sent me extensive forms to fill out, and I had to also include vet records for all 3 dogs, photos, video, ************ had to give a detailed description of what happened. 1 of my dogs was still hacking horribly, and she seemed to have trouble breathing. After getting her into the vet and having x-rays done to make sure nothing was clogging her trachea, the vet determined that the inflammation caused from all of the vomiting (& shreds)caused swelling, which was making it difficult for her to breathe. I had a vet bill totaling $424.93 & $29.57 for ********The manager seemed very concerned and also asked me to send photos and lot numbers from the package also so they could submit to their quality control team. He said he would get my vet bill paid for and all I had to do was submit everything-So I did Promptly.After several weeks,numerous emails and follow **** I received an unsigned letter offering me a $200 credit towards merchandise unless I could get my vet to do an amended report. She did and I resubmitted it.After dozens of unanswered emails and phone calls, The girl in customer service rudely told me there was no way to follow up or check on the progress of this and theres nothing I can do about it. They ignore me and have ghosted me. I was able to speak to someone in 1 of their stores who also told me he would look into it if I sent him everything, but he has not responded to me ********** its been 4 1/2 months. I cannot believe the unprofessionalism of the people that work here. I hope the owner sees this, as I deserve the reimbursement I was promised.Worst customer service ever!

  

  Business Response

  Date: 08/27/2024

  This case is under review and we will respond to the customer directly when we have an update.

  Customer Answer

  Date: 08/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  This claim has been in review for months, so Im looking forward to a positive outcome, but at this time I have not received any information from the company except that they will review the case. So I cant really be satisfied until I see what the actual response will be.
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 09/18/2024

  We have sent a follow-up message directly to the customer.

  Customer Answer

  Date: 09/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: The response is the exact same response I received in May, where they are offering me a $200 credit. Before my submission to BBB and the ***************** office, they had no intention of answering or contacting me. This claim has gone on for over 6 1/2 months now!

  The bottom line is that there would not have been ANY vet bill if all four of my dogs did not get sick and have the exact same reaction from their product. The dog I had to take to the vet was sick for more than five days and It was very disturbing that we were pulling white foamy strings out of their throats, while they were all coughing, retching & vomiting  up this product all night.  I have spoken with my vet, & done my research on this product and they  said if they are not processed properly, & they are too dry they can splinter and cause this type of injury. They can also cause bacterial infections and carry salmonella as well as MRSA! My vet did want to do more extensive bloodwork and testing, but because of the cost I declined. My main concern was that she had a blockage in her trachea. Although it was cleared out, she continued to have inflammation and had to be put on an anti inflammatory so she could breathe. The biggest problem for the company here is that their product was near the expiration date. They only asked me for the lot number and expiration date on the packaging which I provided. Then they sent me a disclaimer AFTER I reported that my dogs were sick, Acknowledging that they can shred and break part -But, there is No DISCLAIMER on Their packaging and they are not **** certified. Why doesnt the disclaimer appear on the packaging for the consumer?  (They never requested the product back, but I still have it)
  I have  spent an excessive amount of time trying to resolve this and communicate with this company, but they ignored me for over four months until I filed these claims. I have dozens of emails that I sent that were never answered and notes from messages left on **** ******* phone.  I am requesting to have my vet bill of $424.93 paid, as  I was originally promised when I contacted them in April when I complied with everything they requested from me. If  it wasnt for the defective product, they sent me I would not have incurred this bill. 
  Sincerely,
  **** *****
  
  

  

  Business Response

  Date: 10/02/2024

  We are very sorry this experience occurred. After reviewing the case we have determined that there is no defect with our product. We offered a $200.00 store credit to help offset costs, and recently amended that offer to include the alternative of a $200.00 direct check payment.

  Customer Answer

  Date: 10/03/2024

  
  Better Business Bureau:
  
  Although I disagree that this wasnt caused by their product, I  have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. I will accept a check, with the  hope that this can be resolved in a timely fashion.

  
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 10/22/2024

  In regards to the complaint, I filed against Only Natural *************************, they promised to resolve this with a $200 check. I have not received anything and I have not had any correspondence from the company on when I would be receiving the check.

  I am requesting that Better Business Bureau reopen the case.

  Thank you,

  

  Business Response

  Date: 10/22/2024

  In our last communication with the customer we stated that we would issue a $200 check instead of store credit if she preferred, and asked if she would like us proceed. We have not received a reply accepting that offer. 
  
  If she would like us to proceed with that resolution we just need the name to which the check should be payable and the address to which we should send it.

  Customer Answer

  Date: 10/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: Only Natural Pet is being untruthful again. The answer is above from October 3. Now they are pretending they dont know my name or address? Although they claim that this had been in review for monthshow did they possibly review it if they didnt read my 20+ emails? I was also a customer, but why would I want a credit? This company doesnt even care about the quality of their products or putting our pets in danger. They should have paid the vet  bill as originally promised months ago. The customer care representative, ********, and especially the so-called manager, **** ******, have shown nothing but unprofessionalism and incompetence. **** ****** cant answer or return a phone call, or even answer the nicest of emails. I was patient because he told me he was moving, but then I was completely ignored after he passed it down to ******** back in early April, where he said she would take care of it right away. Since they cant bother to look up my information, it is attached below. I would like to know when I can expect the check?
  
  Sincerely,
  
  **** *****

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

  *******, **********

  

  Business Response

  Date: 10/30/2024

  We are sending a $200 check to **** ***** at the address provided. It should arrive in 5-10 days.

• Initial Complaint

  Date:12/12/2023

  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 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

  Date: 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

  Date:11/03/2023

  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.

  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

  Date: 11/06/2023

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

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:06/19/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:05/29/2023

  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 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

  Date: 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

  Date:04/18/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:10/19/2022

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  *********************