ComplaintsforCompana Pet Brands

• Initial Complaint

  05/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have found this company over and over. Recording says leave number we will call you back. Nobody has called us back in 3 weeks. Calling about vegetable powdered fat supplement for horse which is rancid. Nobody called back nobody gives a **** I don't think I like this company. Why won't they call back why won't they replace my powdered fat supplement for my horse?

  Business response

  05/14/2024

  With the contact information provided from BBB we were able to reach out to the consumer by email and phone. We are waiting for a response from the consumer on more details on their concern so we can find solution for them. 

• Initial Complaint

  03/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 10, 2024, I placed a Tractor Supply delivery for a 50 pound bag of ProManna Rabbit Food. My daughter discovered later that night that it was full of "dust." I have tried for over a week now to contact the company via several means of communication with no answer.

  Business response

  03/21/2024

  Hello ******,

  Thank you for reaching out and making us aware of the issue you had with your most recent bag of rabbit food.  We apologize for the delay in replying to your outreaches initiated on 3/14/24 via our webform but are now connected directly via email as of 3/19 to facilitate the refund you requested for this product.  Again, thank you for your patience and contacting us directly with your concern and we will continue to work through our open email chain communication to provide the refund.

  Best,

  Bryanna

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased cat treats from this company (Fruitables) via Amazon. I fed 3 treats to my cat and she became violently ill. She has had these treats before and I didn't connect the two. Then later in the day I gave her 3 more of a different flavor (it came as a variety pack) and the same thing occurred. I reached out to Amazon who wouldn't help me so I emailed the company directly. They have not provided a refund or replied to my second email. They have the order ID and can easily refund it. These treats are dangerous to cats and should be pulled from Amazon immediately!

  Business response

  04/09/2024

  On 3/13 consumer responded to our email saying they would like to proceed with a manufacturer's refund instead of going through a medical/health investigation regarding her concern and attached all the product information. On 3/15 we replied back letting the consumer know their refund request had been submitted for $13.86 and to please allow 6-8 weeks for processing. On 3/22 the consumer replied saying no one has taken care of this or replied to her previous email. On 3/22 another email confirmation that her refund was submitted on 3/15 was sent to the consumer. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a purchase on BULLYMAKEs website on February 20th. I selected ******, and the fact I live in ****** it told me I had to pay an extra $5.00 because the box could not contain treats and I had to pay an upcharge for toys only. The total came to around $50.00, after paying the extra $5 and shipping. No where on the payment screen did it say USD, after the website had clearly changed to charge me an extra $5 because I was in ****** and pay a high rate for shipping, any reasonable person would assume the currency is then in CAD. Once my credit card told me the charge went through for $80.45 I emailed customer service immediately to cancel my order and revive a refund.I then emailed with ***** (per attached files) and she stated it had been cancelled and I followed up with her again once I received an email saying my order had been shipped and she sent me a screenshot of her system saying the order had been cancelled and assured me it was cancelled. I of course ended up with the delivery on my door and a response from *****, who decided to reply outside of the email thread stating my order was cancelled per *****. ***** let me know I could send the box back if I pay for shipping, but I followed up and told them it was being shipped and they did nothing to correct it.

  Business response

  04/19/2024

  So, this customer requested to cancel and so we took care of her concern right away and respected her decision.

   

  As per the BULLYMAKE Policy, Cancellations take effect immediately if the plan that the customer selected is our monthly one or if 3, 6, or 12 months, it will end within the commitment period. We are unable to refund your subscription that took place as the purchase is final and nonrefundable after the order has taken place, as the order will already be processed and ready for shipment.

  
  

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company promised me a refund in May 2022 and I have still not gotten it. they have blamed it on a host of things, including that they didn't know I hadn't received it (even though I have TONS AND TONS OF EMAILS) to prove I never got the money. the last altercation stated their policy was to provide another address to send it to, blaming my and my post office for 2 CHECKS THEY SAID THEY SENT THAT I NEVER RECEIVED. I gave them my neighbors address, against my better judgment, and begrudgingly, because now I have to ask my neighbors very day if they have gotten any mail for me. At one point they sent me a coupon to use for ***** on a Manna Pro item in a store, I TOOK IT TO A STORE AND THEY SAID THEY COULDN'T USE IT BECUASE IT WAS JUST ON A PRINTED PIECE OF PAPER, WITH NO BAR CODE OR ANYTHING. I sent an email stating this, they never responded to that. I think they just created the coupon on word and made a copy. I have had 11 phone conversations - and have documentation of the times I called them and what they said to me, always apologetic, always stating I will get my money, always trying to placate me. but I still don't have the ****** dollars. I began having issues with their incubators in APRIL OF 2022 and called and troubleshooted and got info and even sent video of what they were telling me to do to reset, etc. while on the phone with them, and they agreed to refund. at the time, thought I'd get the $ to continue incubating my eggs. OBVIOUSLY THAT NEVER HAPPENED. I lost about 2/3 of my eggs in the incubators because they were faulty. It was very sad, and unfortunate. This company has not followed through with refunding me, and after 14 MONTHS? are you kidding me? I feel they are dishonest and not trustworthy and I want the public to know they have terrible customer service and terrible incubators. I would like further compensation other than the refund amount, at least a LEGITIMATE coupon instead of the fake one they sent me.

  Business response

  11/16/2023

  We regret that solution delivery for this consumer was not able to be delivered in a timely fashion as it certainly isn't the efficient resolution process that we strive for in service to our pet parents.  Our consumer services team has been working with ****************** since her initial contact in April 2023 and refund was offered in May 2023.  Unfortunately, first check attempt was not delivered successfully and ****************** notified us in August 2023 that it hadn't been received.   Check was reissued once again and not able to be delivered.  Upon notification of second failed delivery, an alternate address was requested and check was submitted for the third time.  ****************** confirmed as of 11/8 the refund has been received and our team has also communicated further regarding how to effectively utilize the additional product coupons provided during our communications as well.

  Customer response

  11/21/2023

  I am filing an additional complaint against this company, I received yet another email TODAY that says they processed the refund on 11/2. the last correspondence said they processed it on 10/2. they yet again pushed it an additional 2 weeks. This makes it almost ********************************** I would get a refund. At this point I do NOT believe they are sending my refund, but I refuse to give up. see attached for the latest email.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company makes the brand Vets Best, and i purchased a supplement from them called Shed + Itch for about $20 at a pet store. After giving my 40lb dog one tablet in the morning, and one in the evening as directed, by 11pm he was having soft ****** stool which has continued to the next day. I thought i did my research well but upon looking further into the ingredients this product contains allergens and irritants whether natural or not. Burdock root is from the ragweed family (this product is marketed toward dogs with allergies, including my poor boy), and Oregon grape root can cause diarrhea. Extremely upset and distraught. Not only did this bring my dog no relief to his itching, he is now sicker than ever.

  Business response

  08/17/2023

  We are very sorry to hear that you and your dog did not have a positive experience with our Shed + Itch product.   At Vet's Best, the safety and wellbeing of the animals we serve is of top priority and all direct concerns and inquiries are taken seriously and reviewed in an individual manner. While individual sensitivities and allergies unique to the pet are certainly a possibility, we would appreciate the opportunity for additional investigation of the product itself along with processing a refund for you.  Please retain the unused portion of the product along with your receipt and contact our team directly so that we can support at **********************************.  We look forward to hearing from you soon!

  Customer response

  08/17/2023

  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company don't call me back. Company don't answer phone. I bought this. This was bad. Store won't swap out. This cost me over $40. Company don't answer phone tells you leave phone number. Left phone number and very clear phone number. My phone never rang.

  Business response

  06/27/2023

  Thank you for reaching out to Compana Pet Brands with your concern.  Our records indicate we have received your voicemails and have attempted call backs on 5/25, 6/1 and 6/16 but were unfortunately unable to reach you.  We would be happy to assist you with a refund on your Flock party product and will simply need a copy of your receipt listing the item of concern along with the best address to mail the refund.  Below are the two options to deliver the receipt information for a refund:

  1. Take a photo of your receipt and send it as an attachment in an email to [email protected].  Please use case reference number ******** in the subject line of your email.

  2. Mail your receipt along with a brief description of your concern and noting the reference number ******** to the following address:

  Compana Pet Brands

  Attn: Consumer Services and Education

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

   

  We look forward to receiving this information so we can provide resolution to your concern.

   

  Best,

  Compana Consumer Services Team

  Customer response

  06/28/2023

  Complaint: ********
  
  I am rejecting this response because: I am a disabled senior and will not gym through hoops for a company I have patronized for years. I have MS and I do what I can to get around and keep my form. Just replace my product actually you can refund my product and then I will buy more of course. You have my address. I do not have my receipt this has been going on long enough where my receipt is not available. I had it in a stack with numerous other form receipts but I don't know what I did with my receipt I should not be penalized because I do not have my receipt. Again I have patronized this company for years and this is how they treat customers when customers need them. Absolutely disgusting. Refund would be the right thing to do
  
  
  
  Sincerely,
  
  *** ******

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On their BullyMake website they do not make it abundantly clear that you are signing up for a subscription service. When purchasing it states you are buying "One Month" and that you agree to the amount of months that you are signing up for, which for me was one month. I assumed that it would only be a one time payment until I got a payment notification for $49.99 on 5/5/2023. I reached out to a customer service complaint to have the membership cancelled and the person I was speaking to, *****, told me that he could cancel my account, but he could not offer me a refund because in their Terms of Service it states that every purchase automatically renews and they do not offer refunds under any circumstances. I believe that it is tricky to mark what I purchased as a "One Month" option when it is not one month, rather a month to month subscription box. This business also makes it very difficult to leave a review, I still cannot find a place to leave a review about shady business practices! However in their hidden comment section on Facebook, there are plenty of other people complaining about similar issues. I would like a refund of the full amount of my money and to wipe my hands clean of these terrible business practices. My account number was *******.

  Business response

  05/24/2023

  Hello,

  Thank you for reaching out and bringing your experience to our attention.  We apologize for any confusion we may have caused in this instance.  It was not our intention to renew your account should you not have wanted to continue membership with us.  We have issued a full refund and closed your account.  Please contact us should you need any further assistance with your account at **************************. 

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Two bags of flock party chicken feed purchased moldy. Feed Store refuse to change bags. Told me to call Manna Pro. Not a pro at all. No call back they don't answer the phone this has been going on one month. Please help me get my two bags of garden party replaced. Thank you this cost me almost $70 and I can't feed my chickens moldy corn. I can't understand why these people don't pick up the phone or call back

  Business response

  06/01/2022

  We returned ********************* calls starting on 4/26/22, spoke with her on 5/13/22, and offered refund for $43.98. The refund will be issued as a check and is schedule to be mailed on 6/6.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased chicken feed for my 4-H chickens. Chicken feed was moldy. Rural King will not take back. Called manipro seven times. Got through once to a very rude woman who told me she could not hear me and hung up on me. Told me when I had time to hear her better to call back. Rude condescending disgusting customer service. Left several messages no call back. These are not the people I want feeding my chickens

  Business response

  03/23/2022

  On March 1st, 2022 Compana Pet Brands returned the consumer's call, however, the consumer was not available and we left a voicemail with instructions on how to obtain further assistance regarding any questions or concerns. With the information and photos provided by customer through BBB, we are able to complete the consumer's refund application We are providing a refund for the 1 bag of product in the amount of $12.49. We will reach out to the consumer to provide details on when the refund will be processed and sent out through the mail.

*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. ↩