Complaints

This profile includes complaints for Nestle Purina PetCare Co's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Nestle Purina PetCare Co has 9 locations, listed below.

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  Nestle Purina PetCare Co

  1 Checkerboard Square Saint Louis, MO 63164-0001

  
• 

  Nestle Purina Petcare

  11016 Rushmore Dr Charlotte, NC 28277-3474

• 

  Nestle Purina PetCare Co

  1400 S Highway Dr Fenton, MO 63026-2281

  
• 

  Nestle Purina PetCare Co

  2555 North Partnership Boulevard Springfield, MO 65803

  
• 

  Purina Company

  13900 Lincoln Blvd. Edmond, OK 73013

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:04/28/2025

  Type:Product 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.

  I have bought the Purina Pro Plan large breed adult sensitive skin and stomach (German ******** bag) for almost 4 years. Over the last 12 months the dog food I received from Chewy smelled like smoke when you opened the bag. I changed stores to ********* and now it is the same thing. The dog food and the inside of the bag smells like smoke. The expiration dates are 8/2026. I googled why dog food smells like smoke and the response was that it is rancid. I will no longer feed her this food.

  

  Business Response

  Date: 04/29/2025

  Hello,

  We were able to speak with the consumer today regarding the issue with her recent purchases.  We were able to collect all of the necessary information and are continuing to work with Ms. ************ She was appreciative of our call and handling.  

  Thanks,

  ***** ******

   

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  As long as there is follow through from Purina. They have requested I send in a sample of the dog food I received for testing. 
   
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/20/2025

  Type:Product 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 2-3-25 I gave my 2 cats 1/4 can of fancy feast cat food. they both became ill. refusing to eat or drink. I smelled the remaining food in the can and it smelled really bad. both cats wouldn't eat or drink for 3 days. Skipper finally started slowing eating again on 3rd day. ****** wouldn't. called the vet. was told to bring her in. she was dehydrated. vet gave her fluids and 2 other injections. later that day she started to eat again. vet said the cat food made them sick, I already knew that as well. I called Purina and explained . they passed it on to a 3rd party company that handles these claims for them called ********. ******** received my vets medical records on Ginger and they denied my request for them to pay my vet bill . after many conversations with ******** they still refuse to pay. claiming there is no correlation to their food and my cats becoming ill. I want my $217 back! Purina's fancy feast cat absolutely made my cats ill and they need to reimburse me.

  

  Business Response

  Date: 04/16/2025

  Hello,

  We've been working with the consumer regarding this issue.  We've also sent their contact information to our 3rd party claims administrator, ********, to consider assistance with veterinarian expense at the consumer's request.  The consumer has reached back out to us for an update on the possible veterinarian bill reimbursement, which we've redirected them back to ******** for further handling and information. 

  Thanks,

  ***** ******

  Customer Answer

  Date: 04/20/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
  

  They contacted us and are reimbursing us our vet bill. We are satisfied with the resolution of the matter. Thank you for your help.

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

• Initial Complaint

  Date:03/10/2025

  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.

  I have been trying to get back in touch with someone regarding my case since Wednesday afternoon and I have not heard anything. My dogs were made sick by food that was sold with living maggots inside of it. I had to bring them to the vet for nausea, fatigue, diarrhea, swelling of the face, and then some. I spoke with a supervisor who told me I would be contacted by the appropriate department and I have not heard back. I have sent emails and I have not heard back. I called twice today and my call was dropped both times. I have spoken with an attorney and will pursue this legally if necessary. My dogs were made very sick by your negligence, this is a known issue and these bags of food should have been recalled, but were not and now animals all over are getting sick. I have photo and video evidence, and Vet records to support my claim.

  

  Business Response

  Date: 03/11/2025

  Hello,

   

  We've been in contact with the consumer as recently as 3/10 regarding this issue and her concerns.  While we've shared information with her regarding this issue, we've since escalated it to our 3rd party claims administrator for their handling of her request for reimbursement and to speak with her attorney.  

  Thank you,

  ***** ******

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
  if my claim is not handled appropriately I will refile my complaint
   
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:02/07/2025

  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 the back of my bag of dog food in a pink box it says money back Purina guarantee if not satisfied. Phone toll free number got somebody named *** and somebody named Chanel after that. *** was especially sarcastic and abusive. They sounded like they had Jamaican accents. Very disrespectful with a could care less attitude. They refuse to help me get a refund because I didn't have my receipt yet the Box doesn't speak of having to have a receipt. I would like my money back like the box says due to allergens and not being disclosed on the front of the bag. Purina is just not pure rice and beef or lamb and rice, it has all kind of gunk involved in the ingredients which my dog can't handle. This toll-free customer service line is disgusting and I have a hard time understanding why. Hires individuals to attack and bewilder customers. I'd like my $74 returned to me immediately

  

  Business Response

  Date: 02/10/2025

  Hello,

  We called the consumer but were unable to reach them.  We left a message asking that they call us back at their convenience.  We also checked our database and were unable to find a previous contact with the information provided.  We look forward to speaking with the consumer to resolve this issue.

  Thanks,

  ***** ******

  Customer Answer

  Date: 02/24/2025

  I found the number Purina gave. It was answered by disgusting people in ****** who would not help. They were rude arrogant and condescending. I have spent hours regarding this issue with people that were subservient nothings. I asked to be transferred to supervisor I got nowhere. You assured me that the toll free number was an American customer service supervisor. It is not it is more of the same unethical ridiculous customer service coming out of ****** hired by Purina. I want contact by an American customer service agent. I want a phone number for an American customer service agent

  

  Business Response

  Date: 02/27/2025

  Hello,

  After checking our system, we're unable to find a record of the consumer calling us back and speaking with our team.  We'll be sure to have our team reach back out to her to address her continued concerns.

  Thanks,

  ***** ******

• Initial Complaint

  Date:02/02/2025

  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.

  I purchased a case of their Purina Fancy Feast Petites Salmon from Amazon for $11.35. It showed up damaged. I could smell it before I opened the box. Every container has cat food all over it and it's on the inside of the box. ****** refuses to refund me and referred me to Purina. their number is not working and their website is terrible. What they sent me is a BACTERIA RIDDEN BIOHAZARD that is dangerous to me and my cat. Because I won't give them the serial number on the package (because I won't touch it or even have it in my house), they refuse to even allow me to file a complaint with them. I have spent 2 hours trying to get a resolution and my time is worth money as well. I make $50/hour and I have spent $100 of my time trying to get a refund of $11.35 from this horrible company who won't even allow me to speak with anyone until I give them information that would require me to touch contaminated product. I want my money back and I want $100 for the time they have stolen from me.

  

  Business Response

  Date: 02/21/2025

  We're sorry to hear you received our product in this condition.  We carefully produce and package our products to ensure they reach consumers in excellent condition.
  Occasionally, damage occurs during shipping and distribution. We received and documented this complaint, via case 23853250, on 2/2/25.  On 2/3/25, a refund in the amount of $13.44 was entered.  We spoke with the consumer on 2/4/25.  On 2/5/25, the refund check was printed and mailed.p  If you have any additional questions, please let us know.  We can be reached at *********************************************************************** or by phone at ************, Monday - Friday 8am - 6pm and Saturday, from 8am-5pm CT.  Thank you.

• Initial Complaint

  Date:01/06/2025

  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.

  Hello. You sell probiotic products for cats and dogs. Fortiflora for cats and dogs and Fortiflora Calming for cats and dogs. I was introduced to the product by my vet. I found it for purchase with retailers. Then I ended up with 3 special needs cats and could not afford this expensive product for daily use. I find both products on **** for sale by many many sellers. I could barely squeeze it into my budget even still, but the prices on **** are 1/2 the store price and lower with free shipping. Usually I pay $17-$22 per box all inclusive. Now I am seeing prices as low as $8. I have never received a box I thought was fake. Everything always looked sealed properly. Sometimes these products are sold expired but with full disclosure prior to purchase. 1. I need to know as a general rule, if your product is engineered to withstand temperature fluctuations 2. if you sell product about to expire to private purchasers for sale on **** 3. If you are even aware of private sellers on **** 4. if you are aware, how can we tell who vetted the private resellers? 5. For those of us who need this product but cannot afford full retail, is there a way to get it at less of a mark-up? I am reading some of the comments of different purchasers and some people are saying they are from ***** pretending to be in the ** and some of the product is rancid or not real. This is a very important health product for animals especially my special needs cats. I think America as a whole needs a price that can make this more attainable and not have to resort to potentially doing more harm to our pets. It's been quite a few years I have been buying off of ****. It's only now after reading frightening comments that I 2nd guess this. I spend about $20/box on average. I go through 3 boxes a month. Wouldnt you rather have my money than see it go to someone else who might be faking? I would jump through some extra hoops to get this at a better price. How can you help all of us with these issues?

  

  Business Response

  Date: 01/07/2025

  Dear BBB, 

  Thank you for sharing these concerns with us.  A member of our Purina Veterinary Diets team will contact Ms. ********* to discuss her concerns.  We will advise with an update following this conversation.

  Thank you again,

  ***** ******

  
   

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:12/23/2024

  Type:Product 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.

  I been buying the same dog food for a while now and I purchase it at petco so I bought a bag on 12/21 and opened it to find disgusting webs inside and all over the food it looks like an animal went in there and was nesting it was so horrific I felt nauseous to the sight.I cant believe I feed my dogs this brand of food now to only think about what is actually in it im appalled and Im asking a fair resolution because I have 2 dogs that eat the same brand of food.

  

  Business Response

  Date: 12/23/2024

  Hello,

  We tried calling the consumer and had to leave a voicemail.  We left a message asking that she call us back at her earliest convenience.  We'll also be sending her an email as well.

  Thanks,

  ***** ******

  Customer Answer

  Date: 12/24/2024

  Complaint: 22722713
  
  I have reviewed the business' response and am rejecting it because I received only an email from them stating to send them the barcode in which I did Im still awaiting on a response from the company with a fair resolution. I did not receive a phone call 
  
  
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 02/26/2025

  021125JM: Left a message for the consumer  to give me a call. 021425JM: Left a message for the consumer to give me a call 021825JM: Left a message for the consumer and to give me a call. I sent the consumer a email as well. 022525JM: Spoke with ****** and she is happy with the help from the BBB. She has received the coupons from the Purina Company and this complaint may be Close.

  
  

  

  Business Response

  Date: 02/26/2025

  021125JM: Left a message for ****** to give me a call. 021425JM: Left a message for ****** to give me a call 021825JM: ****** left me a message and she was going to check and see if the  coupons was received and mailed out.  022525JM: ****** from Purina is still checking to make sure the consumer received the coupons.  022625JM: ****** called me back and confirmed the consumer has received the coupons and use them at Petco Store. ****** has stated the customer is ok with the outcome and will let her if she has anymore concerns. ****** would like this complaint "Close" as the consumer has received their coupons.

  
  

• Initial Complaint

  Date:11/12/2024

  Type:Delivery 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.

  Oct 23rd I successfully completed all the requirements to receive a $10 virtual **** Prepaid card using the email ********************** The last step "Please click below to redeem your reward. REWARD STORE LINK" using the same email gave me the error message "Email address provided is fraudulent. Please provide valid email address.". It is a valid email ************ was approved for uploading the receipt/approval. Oct 23rd I emailed mailto:***********************************************************************************, I was assigned case [## ****** ##] Buy treats. Get. Several times I reached out asking the update only to receive the typical responses " Hello ****,Thank you for your email. I apologize for any inconvenience you have experienced. I have made our ****************** Team aware of the situation and we are currently researching this for you. I will update you as soon as I receive any further information. Thank you for your patience and participation in the promotion. Best Regards, ******". The most recent email Nov. 5th "Hello ****, Thank you for the follow-up email. I apologize for the delay in responding to your original email, however, we are still actively researching the issue. As soon as I receive an update or resolution, I will contact you and provide additional information. Thank you for your patience. Best Regards, *****. Today/Nov 12th I spoke with Purina SupervisorJordon supervisor being told Purina can do nothing. I was told to contact ********************************************* When I said that is the email that is not resolving the issue she had nothing to help me. The consumer can submit for eight gift cards, I told them I wanted to submit a 2nd, I can't now. The 3rd party vendor company represents Purina, this is NOT the way to treat a paying customer!!! I completed the requirements for the $10 virtual prepaid gift card, email it to me.

  

  Business Response

  Date: 12/12/2024

  Hello,

  The consumer also reached out to our office regarding this issue in early November.  We were able to resolve the issue by mailing a refund check for the $10 prepaid card that the consumer was to receive.  

  Thanks,

  ***** ******

  Customer Answer

  Date: 12/13/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:11/04/2024

  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.

  I purchased Purina Pro Plan Sensitive Skin and Stomach Salmon and Rice Formula Dog Food, 40 lbs. On 07/31/2024, and I just opened it on 10/20/2024 with a expiration shelf-life date of 12/2025. Today, I went to feed my dog, Hershey, and in the scooper, I saw like *****, so when I took a flashlight to look in the bag, the bag had maggots. I immediately proceeded to go to ***** and speak to the manager, ********. She states since the purchase was over 60 days, even for an exchange, there is absolutely nothing that she can do, that it's out of her hands. I have attached my invoice. Im reporting this, this is also a health hazard, I'm sure my dog, ate this contaminated food. I paid $94 for this bag of dog food, *** sent the company an email, no response as of yet.

  

  Business Response

  Date: 11/11/2024

  Hello,

  We reached out to the consumer on Friday, 11/8, and weren't able to connect.  We left a voicemail asking them to reach out to us at their convenience.  We look forward to hearing back from the consumer.

  Thanks,

  ***** ******

• Initial Complaint

  Date:11/01/2024

  Type:Delivery 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.

  Purina is doing a promo regarding purchasing $25 in particular pet treats, send in receipts and they will send you a $10 **************** I have submitted all screenshots of my online order clearly indicating the item, cost, total amount and order number. This has been done multiple times along with the phone calls Ive made. They will not let me speak to a supervisor and they will not resolve this. They are not honoring their promo.

  

  Business Response

  Date: 11/06/2024

  Hello,

  We were able to speak with this consumer about this issue on 11/4.  We were able to address her questions and concerns about the offer.  We mailed her some coupons as well as the $10 rebate requested.

  Thanks,

  ***** ******

  Customer Answer

  Date: 11/10/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *******