ComplaintsforDiamond Pet Foods

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I decided to switch all 3 of my goldendoodles to 4Health as it was recommended to us by a store employee that seemed to know what he was talking about. After 3 days 2 of my dogs became very ill and I took one of them to the vet. They came to the conclusion that it was the food and her **** glands needed attention due to the overwhelming amount of diarrhea and after reading reviews on consumer affairs it makes me sick to my stomach I didnt research this HORRIBLE POISON food brand before feeding it to my beloved pets. My youngest dog has recovered after an expensive vet bill but my middle age dog is still very sick and has been on the couch all day and will only take a drink of water if I force her and refuses to eat. She is moving very slow and may need to be rushed to the emergency vet. How is this company still in business with the alarming amount of complaints of their food causing dogs to not only become but some have passed. The emotional damage this has caused my family so far is so sad. This company needs to be held liable and monitor their manufacturing process closer.

  Business response

  07/29/2024

  Thank you for the opportunity to respond.  ****** & ********, ***** d/b/a Diamond Pet Foods, manufactures 4Health dog food for Tractor Supply.  Every batch of food produced adheres to rigorous and scientifically-advanced food safety protocols.  We consistently monitor and test raw materials, our production environment, processes and finished products, and Tractor Supply and other private label partners regularly conduct Quality Control Audits on our manufacturing plants, ingredients and processes.  We have, over time, developed a comprehensive food safety system that ensures the quality and safety of every product we manufacture, which includes:  

  - ***** mycotoxin tests per week
  - ***** microbiological tests per week
  - 268 oxidative stability tests per week
  - ***** ingredient nutritional tests per week
  - ****** finished product nutritional tests per week
  - 20+ hours of employee safety training per employee per year
  - 700+ safety assessments per year

  Regarding the instant complaint, we first checked our customer service logs to see if there was a spike in 4Health-related inquiries that could indicate a manufacturing or production issue, but found none, which suggests the complainant's pets' illness was unrelated to eating 4Health food (otherwise, other dogs would've gotten sick from food from the same batch).  We attempted - by phone (7/16/24) and email (7/18/24) - seeking additional information (batch code, proof of purchase, purchase location, purchase amount, veterinary contact information, etc.) by which we could investigate further.  We received no callback or responsive email from ********************.  Without this information - and without a responsive customer willing to engage - we are left operating in a vacuum in how to respond, other than to reiterate:  (1) our food safety program is world class; (2) there has been no spike in other 4Health-related customer service inquiries, which suggests another cause of the complainant's pets' illness; (3) that common sense dictates an aggrieved customer with sick dogs and veterinary bills - who could provide proof they actually purchased our food - would be willing to engage in a refund process.  Finally, we note it is a little-known and somewhat difficult-to-ascertain fact that Diamond Pet Foods manufacturers 4Health.  I am curious how the complainant came to this information, which would've required some effort and sleuthing.  Common sense further dictates that a customer who would go to the lengths to determine the origin of its private label Tractor Supply dog food would return a call or email to a company willing to engage them in a refund process. 

  I hope this response satisfies the Better Business Bureau that Diamond Pet Foods takes this and all BBB complaints seriously and endeavored to engage the customer.  While we regret that ************************ goldendoodles experienced diarrhea - and while we remain willing to engage in a process with him to determine the root causes - we believe we have made commercially-reasonable efforts to investigate his complaint, and believe (without further information) the culprit of his pets' illness lies elsewhere.  We are dog-lovers ourselves and sincerely hope they are doing better.

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

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered the Diamond Naturals lamb large breed puppy formula from *****. Other previous bags were fine, but this bag immediately caused terrible GI upset in my puppy (ordered 6/6/22). It was strange because the 6/6/22 order, I ordered 2 bags. The 2nd bag that I opened was the one that made his stomach upset. I tried the lamb adult formula (ordered 6.29.22) after he was recovering (eating bland chicken/rice) and the new bag also caused immediate GI upset. I tried emailing Diamond naturals to ask them to check on this because I don't want other dogs to get sick and I saw other reviews on multiple sites that mentioned the same issue. Diamond Naturals did not reply. Disappointed in this brand. Concerned that other dogs will also be impacted by this issue.

  Customer response

  07/07/2022

  Yes. Would like a refund. 

  Business response

  08/24/2022

  We have been in conversation with this consumer; we did refund her for the one bag of dog food. 

*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. ↩