ComplaintsforHungry Pet Nutrition, LLC

• Initial Complaint

  09/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started a subscription with Hungry Bark approximately 9/9/2021. When i signed up I didn't realize it was an auto generated subscription. My first order had a discount applied to it which I hadnt realized either therefore I was happy with the price. 3 weeks later I received my next order which was auto generated for the full amount of ***** I immediately went on line to change my frequency of order and the contents because it was so expensive. Im the mean time I received another order for $229. I went on the website to cancel my order and i kept getting the screen (see attachment) for 5 days. I also tried to call on 9/28/2021 but no one answered the phone. Finally on 9/30/2021 i spoke to ********* and asked her to cancel my auto generated order and asked for a refund due to the fact that i couldn't get into my online account to cancel. She said my order was non refundable. I just want my money back and i will return my order.

  Business response

  11/05/2021

  Business Response /* (1000, 8, 2021/10/18) */ First and foremost, we certainly appreciate Ms. ***** for being a customer of Hungry Bark! As Ms. ***** mentioned, she did sign up for a subscription plan on our website on 8/27/21. The subscription she signed up for was part of our Custom Meal Plan offering, where customers receive a 20% discount on their trial order for 2 weeks worth of food. After 2 weeks, the trial period then concludes and moves into a 4 week Custom Meal Plan at the discounted rate of 10% off. Transparency to our customers is of utmost importance to us, and this is why the discount messaging, and the exact dollar amounts each customer is signing up to pay both pre-trial and post-trial, is clearly stated on our website right above the Add To Cart button. Ms. *****'s second order of her Custom Meal Plan subscription was processed shortly after midnight on 9/22/21. At that time there was a notification email sent to her. On 9/23/21, Ms. ***** logged into her online account and chose to cancel only 2 out of 8 products she purchased on subscription. On 9/29/21, we were able to connect with Ms. *****. At this time, her remaining 4 week (non-trial) Custom Meal Plan products were in transit to her. We explained that our Customer Meal Plan products are truly "custom" in a sense that they are put together specifically for each customer's unique dog. We understand that dog's have unique pallets and nutritional needs, and that is why we offer a risk free 100% refund during the initial 2 week trial period. We believe that the 2 week trial period offers plenty of time for dogs and pet parents to determine if Hungry Bark is the right choice for their unique needs. Both during and after that trial period, customers are able to cancel or adjust their subscription by calling, emailing, or logging into their account portal, just as Ms. ***** did on 9/23/21. We make it very easy for customers to adjust or cancel their subscriptions prior to the order processing, and due to the nature of our Custom Meal Plan product line being truly "custom", we cannot usually extend a refund to orders that have already been processed, uniquely compiled for that specific dog's needs, shipped, and in transit to the customer. We deeply appreciate Ms. ***** and her pup for being part of the Hungry Bark Pack, and value her as a customer. We also believe we go above and beyond to clearly explain pricing on our website as well as make it very easy to adjust or cancel subscriptions in three different ways (email, call, or via the account portal) prior to orders being processed. Despite all of this, we are willing to go above and beyond our normal return policy for Ms. ***** and refund her the money she paid for her second order. We ask that Ms. ***** donate her super premium dog food to the nearest animal shelter, friend, or family member so that it doesn't go to waste.

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