ComplaintsforPrevue Pet Products

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company sells running wheels and is VERY UNSAFE for guinea pigs but for some reason Prevue Pet Products Store is specifically targeting this product for guinea pigs. If a guinea pig is placed on a running wheel or running ball it will break their backs as their backs do not bend in the form of the wheel. Majority of pet owners do not know what could be dangerous or deadly and rely on the pet store to confirm was is and is not safe for your pet and Prevue is providing inaccurate information and flat out lies to their customers. Their description says "our primary goal is the safety of your pet. We design our products to be safe, secure..." but their customers have reported that the company's "safe" products have in fact KILLED their pet. There are many comments and pictures under this product on amazon stating that this EXACT product killed their pet. Usually, rats and hamsters can use a running wheel but, this specific product was made very unsafe and incorrectly and WILL strangle and injure your pet. If this running wheel isn't even safe for the animals who need a running wheel why is it still up for sale??!!?!?! TAKE THIS PRODUCT DOWN IMMEDIATELY!!!!!

  Business response

  08/08/2023

  8/8/2023
  
  Dear BBB Representative -
  
  Prevue Pet Products, **** (PPP) has been in business since **** and stands by the quality of our products, reputation and customer service.
  The safety of the pets we design our products for is always our top priority here at Prevue Pet Products.
  We frequently rely on the pet parents who reach out to us directly with concerns regarding any of our products which they have utilized in their home and encountered what they believe is an issue with said product. This is really the most reliable way for our design team to review any possible modifications or changes to an item we manufacture. We have followed the practice of modifying items or accessories in the past based on information received from our pet parents, with success.
  
  Unfortunately, upon reviewing correspondence from our customers, we were unable to locate any type of written documentation from ************. We would gladly review any specific comments or suggestions she has on any small animal exercise wheels she is or has previously utilized herself and has concerns with.
  
  The photos which ************ has chosen to share as examples are in fact concerns from other pet parents with different types and sizes of small pets than the pet type which ************ is bringing forth. We were previously made aware of the complaints ************ has mentioned by the owners of those pets and we have corresponded with those pet parents appropriately in addition to having already effectively resolved one of the concerns.
  
  ************ can reach out to us directly at her convenience to our Customer Experience Team by email to ********************************************* anytime. We will reply appropriately during our regular business hours of 8:30am to 4:30pm CST, Monday -Friday.
  
  Sincerely,
  *************************
  Prevue Pet Products, ****
  www.prevuepet.com
  ************

  Customer response

  08/08/2023

   
  Complaint: 20384420
  
  I am rejecting this response because:

  I understand the photos and examples I provided have nothing to do with the Guinea pig animal. I also understand I have never complained to the company directly and WILL NEVER purchase any of their products and thought this is a very serious matter that needs to be brought to the BBB to be resolved. Pet owners rely on pet stores to explain what IS and IS NOT right for your pet and this company is completely lying to their customers. I was trying to prove 2 points in the last complaint but I don't think the company gave a straight out answer as to why their products are killing pets and why they are advertising products that are dangerous for Guinea pigs instead they just danced around both topics. The first point I was trying to prove is, this company is specifically advertising hamster wheels for guinea pigs even though it is extremely dangerous as it can break their backs if their owner tries to put their Guinea pig on it. If the company has been in business since the ****s they should know this. Also, the second point I was trying to prove is that not only are they targeting the wrong pet for hamster wheels but the hamster wheel itself that this company produces is dangerous FOR ALL PETS NOT JUST GUINEA PIGS!!! There are many posts and complaints about the hamster wheels this company makes and yet they still continue to sell them. If the company has been in business since the ****s I would assume they would have the ability to perfect their products but I see the opposite. The company can preach as much as they want about how they "stand by the quality of our products" but that is obviously not true because their products are killing pets even after over a 100 years of being in business. They can also say "the safety of the pets we design our products for is always our top priority", then why are you continuously selling products THAT CAN KILL PETS AND THAT ARE NOT MEANT FOR GUINEA PIGS!?!?!? The company did respond to my last message but all they did was acknowledge the previous complaints they received and completely avoided the guinea pig situation. This company is neglecting the fact that guinea pigs are exotic pets and cannot use products made for hamsters. There needs to be a resolution to this company's issue and justice for all the lost pets and owners who have lost their beloved pets.
  
  
  

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

  Business response

  08/15/2023

  8/15/2023
  ************,
  
  I hope this message finds you well. First and foremost, I would like to express our sincere appreciation for your feedback regarding our product. We value every customer's input and take your concerns seriously as we continually strive to enhance our offerings. 
  I understand from your recent correspondence that you have some concerns about certain aspects of our product. We genuinely regret the issues you may have experienced, and we are committed to addressing your concerns in a thoughtful and efficient manner. 
  However, I would like to kindly point out that we have established several channels of communication specifically designed to accommodate our customers' feedback. Our customer service team is readily available to assist with any questions, concerns, or suggestions you might have. In addition, we encourage customers to reach out to us through our official email address and phone lines, all of which are monitored closely to ensure timely responses. These are ********************************************* and ************.
  Regarding the specific change you have requested for our product, we greatly appreciate your suggestion. Our E-Z Roller Small Animal Exercise Wheels are popular items and we have literally thousands of these wheels in the market without incident. However, please understand that any alterations to our products are thoroughly evaluated through a meticulous process. We collaborate closely with experts in the pet industry who possess a deep understanding of the dynamics and needs of our pets. This collaborative effort allows us to make informed decisions that are both safe and beneficial for our valued customers and their pets. 
  While I acknowledge your desire to have a forum to express your concerns, I would like to remind you that your feedback is invaluable to us and is already being addressed through our existing communication channels. We are fully committed to ensuring the quality and suitability of our products, and your insights contribute significantly to our ongoing efforts. 
  Once again, I appreciate your engagement with us and your dedication to enhancing the pet care experience. If you have any further thoughts or if there's anything else you would like to discuss, please do not hesitate to contact us through our established channels. We look forward to your continued support and collaboration as we work together to provide the best for our customers and their beloved pets.
  
  
  Sincerely,
  *************************
  Prevue Pet Products, Inc.
  www.prevuepet.com
  
  
  
  
  

• Initial Complaint

  01/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased product through Amazon. Have refund approved through Amazon (see pic) had to find contact information of company. They didnt contact me. I was told I had to pay shipping. (See pic) sent on 12/30. Recd on 1/6. Havent heard from company again and have not received refund. Out over $300 now since I had to pay to send it to them. Cat tower was $220. Company never contacted me. I want a full refund of the cost of the tower plus the cost to ship to them as promised.

  Business response

  02/08/2022

  I have reviewed ********************* statement and understand her frustration regarding her refund request. Unfortunately, ************ is not contacting the correct company to follow up on her refund.<*p>

  Please note, *********** did not purchase the item directly from Prevue Pet Products (the distributor). Prevue Pet Products did not charge ************** credit card or receive any payment from ************ for the item she purchased and subsequently returned.
  <*p>

  I believe *********** used the e-commerce platform Amazon MarketPlace. The item she purchased was sold on Amazon by Kart IT (a third-party seller on Amazons MarketPlace).
  ************ needs to follow up with Amazon regarding her requested refund.<*p>

  Amazon is the entity that processed Ms. ***************** and collected funds from her.  Before ************ contacts Amazon, she may want to review if Amazon posted her refund as a credit on her Amazon account (funds to be used towards a future Amazon purchase) versus Amazon processing a refund to her credit card.
  <*p>

  I am sorry to read of ************** situation, but we are not the company responsible for refunding ************ for her returned purchase.<*p>

  If any additional information is needed, please let me know.
  <*p>

  Sincerely,
  *********************************
  Vice President * CFO
  Prevue Pet Products, Inc.<*p>

  Customer response

  02/09/2022

   
  Complaint: 16691569
  
  I am rejecting this response because:Even though I purchased the product through Amazon I had to contact the company because nobody initially contacted me.  The COMPANY made me pay return shipping NOT Amazon.  Amazon agreed I was due a return and reimbursement.  The COMPANY needs to issue that return.  If necessary I can locate the price I paid for said product.  I am NOT happy with the response.
  
  Sincerely,
  
  *******************

  Business response

  02/11/2022

  I have reviewed ********************* reply and again state I understand her frustration regarding her refund request. As previously stated, ************ is not contacting the correct company to follow up on her refund;regarding the item purchased &/or the return shipping fee.
  

  We (Prevue) have no record of ************ contacting our customer service department.  I believe Kart It (a third-party seller on Amazons MarketPlace) is the company ************ most likely spoke with regarding returning her purchase and her related refund.
  

  If ************ has confirmed that Amazon did not posted her refund as a credit on her Amazon account (funds to be used towards a future Amazon purchase) I suggest ************ contact Kart It regarding her requested refund.
  ************ can contact Kart It customer service via the Amazon your account section online or by call ************. I am confident ************ will be able to resolve her refund request by working with the customer service group at the correct company.

  Please let me know if I can further assist. 

  Sincerely,
  *********************************
  **************** CFO
  Prevue Pet Products, Inc.

*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. ↩