ComplaintsforNestle Purina PetCare Co

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a bag of benefit, opened it and it had worms all the way through the bag! Had to go buy another and I contacted Purina , they sent me two coupons for resolution which I was fine with! So I went and picked up a huge bag first serving my got became sick! Throwing up and diarrhea ! She would not touch that food again,! After being up with her and missing work I called the vet and being that the throwing up had Stopped recommended trying another Food! Well guess what she ate! She is fine after throwing that food out! I submitted a claim and received a call but they would only refund the one 46$ bag because of The coupon and asked me if I was sure I hadnt given her another dog food ! What a crock! I am ****** that comment was even made! That food could have killed my dog! I want both bags and some of the money I lost from work! The woman stated she had to transfer me to someone else!

  

  Business response

  08/05/2024

  Hello,

  We were able to speak with the consumer and resolve her issues.  We're continuing to work with her regarding this issue and she's pleased with our service.  She mentioned that she'll also be removing her complaint made to the BBB.  Please let us know if you have any questions.

  Thanks,

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

  Customer response

  08/05/2024

  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

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase bag of Purina rice and beef Purina One. Large bag cost $75. Just adopted dog from shelter they had dog on another food they recommended this food now got dog on this food dog got rashy itchy hives bumps. That said allergic to corn go to different diet no corn. Phone Purina. Was met with some smart-ass woman who couldn't speak English very well and talked slang and instead of saying words like that she said d a t and it got worse from there. It says guaranteed on the side of the bag so I would like the guarantee. She tried to force a coupon on me and I kept telling her there isn't a single bag of Purina without corn or pee starch which the vet doesn't like either. I would have gladly taken a refund like the bag says but this woman put me through so much h*** I decided to hang up the phone. When I called back I was met with another woman with the same accent who gave me the same hard time. This is not the Purina I used to know and love that's for sure. We met this pup in the shelter and decided to adopt him after going many years without a dog after losing our dog to cancer. Not only did she try and force me another Purina variation but she insisted I keep feeding it until the breakout rash hives stopped! Like she knew better than my own veterinarian! I'd like the money back guarantee please

  

  Business response

  07/09/2024

  Hello,

  We tried calling the consumer and the number provided, but it was out of service.  We've since sent them an email asking that they contact us at their convenience regarding this matter. 

  Thanks,

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

  Customer response

  07/16/2024

  Complaint: 21960133
  
  I am rejecting this response. Hi. ****** was mean and aggressive. Did not solve issue because: I am from ****** ??? I am legal!!!
  
  
  
  Sincerely,
  
  **** Cane

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My dog became ill Dec 28th 2023 after eating a new bag of Purina Pro plan dog food. He came down with ****** diarrhea and vomiting. This went on for several weeks. At the advice of our vet they instructed us to eliminate the food and start a ***** diet in order to improve symptoms. He started to improve so he was placed back on his Purina Pro plan dog food. This started the symptoms all over again. This has gone on for a several months resulting in $1885.20 in vet bills. The extensive diarrhea resulted in a severe infection of his colon. Purina was contacted. They refunded us the cost of the food but claims the food didn't cause his symptoms and therefore are refusing to reimburse us for the vet bills we incurred. He has been on this food since he was a puppy without any issues whatsoever. The fact that all of his symptoms would return after trying to restart him on his food clearly shows there was a problem with the dog food.

  

  Business response

  05/16/2024

  Hello,

  We called the consumer on 5/15 only to get their voicemail.  We left a message asking that they call us back at their convenience.

  Thanks,

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

  Customer response

  05/16/2024

  Complaint: 21712898
  
  I am rejecting this response because: I was at work and my wife called them back as they requested. The individual she spoke with tried telling her her issue is with ********. No my issue is with Purina Pro Plan dog food! Nowhere on the bag does it say ******** if that is who recoups us for our out-of-pocket expense. Purina then needs to instruct them to authorize that! I work everyday from 8:00 a.m. till 4:00 p.m. if you need to reach me during those time frames you can call my wife at ************ her name is *****. 
  
  
  
  Sincerely,
  
  ***********************

  

  Business response

  05/21/2024

  Hello,

  We were able to speak with Mr. ******** on 5/20 regarding our claims process and the safety and quality of our foods.  We also forwarded his concerns about his claim being denied to our claims administrator, ******** CMS and encouraged him to contact ******** directly with questions.  

  Thanks,

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

  Customer response

  05/21/2024

  Complaint: 21712898
  
  I am rejecting this response because:
  My issue is with Purina Dog Food. As I already stated my bag does not say ******* anywhere on it it says Purina. Purina needs to reach out to ******** and rectify the situation! ******* didn't make my dog deathly ill. Purina dog food did! 
  
  
  Sincerely,
  
  ***********************

  Customer response

  05/22/2024

  The business claims it has forwarded its information to ******* the company who handles their loss "pay outs". Yet we still haven't received anything from ******* since making contact disputing this. They have unequivocally not answered the issue at hand. They keep stating they will contact ******** and inform them to contact me yet I still have not received anything. other than the original denial

  Customer response

  06/04/2024

  The last correspondence we received from Nestl Purina was to contact ******** and that they would also reach out to them to urge them to contact us. We never heard anything from them. So we started a BBB complaint against ******** as well on this matter as Nestl Purina claims they are the one to rectify this. This was the response they gave me to the BBB complaint. I have attached it to this claim. Neither Purina or ******** want to do anything about it. Both companies just refer you to the other. I did what Nestl asked and got no where! 

  Customer response

  08/09/2024

  M-TR 08/09/2024 [C] ************ refused to cover our vet bills, so we asked them for a lifetime supply of dog food to make it right, they also refused that request. They stated all they could offer was a refund for the purchase of dog food we felt made our dog sick. Our vet could not confirm or deny the dog food was the cause of his infection that caused him to be septic and sadly took his life.

  Customer response

  08/09/2024

  Purina, claims they would contact ******** and urge them to respond, or address our issue. They failed too. I even opened up a BBB complaint against ******** and their response was "this is not the way to go about this". Our vet is fearful of retaliation lawsuit. All she has been willing to say is that the pet most likely became sick (massive diarrhea) after eating the food. It's easy to see a correlation that a massive bout with diarrhea let to his colon infection. Both ******** and Purina don't want to admit that correlation. 

• Initial Complaint

  05/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Friday waited on hold listening to repetitious music for 2 hours at my desk while doing my work calling Purina customer service! 2 hours! A woman finally answered and she didn't sound like she knew what she was doing. Like she was reading some kind of script. I'll explain to her my dog was diagnosed with IBS and I'd like the guarantee refund. This woman kept me on the phone for half an hour going back and forth on hold because she didn't know what to do. She almost sounded like she enjoyed not helping people. So disgusted and dissatisfied. Would like the purchase price refunded. I'm on Purina prescription food now for IBS. What's wrong with Purina where nobody answers the phone and it takes them 2 hours to answer a customer service call on a Friday afternoon?

  

  Business response

  05/15/2024

  Hello, weve attempted to reach ************** by phone and sadly, have been unsuccessful.  The phone number provided was not in service.  Wed appreciate the opportunity to speak with Ms. ******* directly. At your convenience, please call us at ************, Monday - Saturday, from 8am-5pm CT. When calling, please provide us with the case reference number  23397379.
  

  If you prefer, you can also request a refund by mailing your original purchase receipt with the price circled, a brief explanation of why you were dissatisfied, the Best If Used By date box from the package, along with your name and street address (P.O. Box not accepted) to the address below.
  Purina Consumer Services
  PO Box 340
  Neenah WI 54957

• Initial Complaint

  04/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Manufacture Defect - Moth Contamination. Three bags of Purina ONE Natural Cat Food for Hairball Control delivered 2-3-24 ($35.63), 12-4-23 ($33.84), and 11-3-23 ($35.63) by Amazon are INFESTED with moth eggs. Amazon is issuing refund for only $35.63 for the latest bag; however, I paid $105.10 total for 3 moth-infested bags of Purina cat food on Amazon's subscribe & save program. I thought moths were infesting after opening. Today 4-13-24 I inspected a brand new bag and took photos of the eggs. Furthermore I researched and found numerous other complaints in the last several months of Purina moth contamination.

  

  Business response

  04/15/2024

  Hello,

  We were able to speak with the consumer today and addressed her concerns.  We gathered some additional information and have mailed a refund to her.  We now consider this case to be closed.

  Thanks,

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

  Customer response

  04/16/2024

  ***** is my first name.

  

  Business response

  04/16/2024

  Hello,

  We reached out to and spoke with the consumer below.  We addressed all of their questions and concerns. We've also mailed a refund to the consumer.  We believe this issue to be resolved.

  Thanks,

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

  Customer response

  04/24/2024

  Purina satsfactorily resolved the complaint with a refund.

  Customer response

  04/24/2024

  Purina satisfactorily resolved the complaint with a refund.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted Purina on 3/21/24 about infested food that caused my dog to get very sick. He was vomiting and had diarrhea until he was extremely dehydrated. We took him to the vet and got him treatment. Our dog food had live maggots inside. Purina responded by saying sorry about your dog but they refused to pay his medical bills and wouldn't take responsibility for the infested food.

  

  Business response

  04/04/2024

  Hello,

  We escalated Ms. ********* concerns to our claims administrator, Sedgwick CMS and encourage Ms. **************** contact ******** directly with questions.

  Thank you,

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

  Customer response

  04/04/2024

  Complaint: 21516864
  
  
  I have reached out and spoken with their claims department and they don't want to take responsibility for my dogs illness. I gave them the opportunity to make things right and just pay the medical bills caused by my sick dog and they refused. I told them I will be seeking legal action at this time.
  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Wet food and treats may be great. DO NOT buy their dry food. There is a ton of sodium in their food causing cats to get blood clots ,(thrombosis, which they don't test for until asked). I do not recommend this product as it as killed 2 of my cats

  

  Business response

  04/04/2024

  Hello,

  We've called the consumer twice and were unable to reach them.  We left a voicemail with our phone number and asked that they call us back at their convenience to discuss this matter.

  Thanks,

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

• Initial Complaint

  03/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have a new Puppy and we have chosen and have been told purina one puppy is the best.But I have purchased two bags from Pet smart and the **** is not consistent som larger not so consistent almost as if they were executed wrong.today I said to myself I'm going to Tractor Supply and buy a bag and see if it's just the batch because the first two bags I bought were at two different Pet Smarts Taunton,and ******* **.the consistently of the nuggets were perfect no over sized ones that appear to choak my Puppy.

  

  Business response

  03/18/2024

  Hello,

  We were able to speak with the consumer today about their recent purchase.  We apologize for the issue as he shouldn't received the product in this manner.  We've collected all of the product and package information and are mailing the consumer a complimentary coupon to replace his latest purchase.  He was appreciative of our call and actions taken.

  Thanks,

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

  Customer response

  03/21/2024

  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

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/24/23, our puppy was rushed to the vet hospital due to an upset stomach. The only changed factor in his diet was that he ate from a new bag of food. After the vet visit, we noticed the changed in the food and after research, it was identified that Purina Nestle change the recipe/formula. We opened a claim with them and have denied the claim since the vet didn't state that the food made him sick - which is an unreasonable expectation. that fact that the vet didn't find any causes for the upset stomach is clear indication that the food caused his upset stomach. Food Manufacturing code: 402710821604L22-89 He was seen by: ************************* ***************************** ************

  

  Business response

  03/15/2024

  Hello,

  We escalated Ms. ****** concerns to our claims administrator, Sedgwick CMS and encourage ************** to contact ******** directly with questions.  

  Thanks,

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

  Customer response

  03/15/2024

  Complaint: 21404924
  
  I am rejecting this response because this was already sent to ******** and we felt their review was biased, unreasonable and incomplete. 
  
  
  Sincerely,
  
  ***************************

  Customer response

  03/18/2024

  The complaint was not answered. Their third party service that reviews this type of issue performed a biased and incomplete review. Because the vet didnt specifically listed the food as a trigger, they disregarded all of the evidence we provided that proves that the food made our dog extremely sick. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My dogs have been eating Purina One Lamb and rice formula for at least 7 years with no problems but in the past year I noticed that the formula has changed and it has been increasingly hard to find in stores my preferred store is Target. I also noticed that my dogs have been having issues with vomiting after consuming the food. I took my dogs to vet because I initially assumed that my dogs were just ill but the vet told me to keep observing the dogs and if it got worse to bring them back. Well I kept observing and even tried to change up the above food for soft canned food also by Purina what I noticed is that when I give them the canned food there is no vomiting but when I give them the hard food the vomiting starts again. I did some research online and found that its other customers complaining about their dogs vomiting after consuming the food. Im writing this complaint because I want Purina to look into this new formula because I truly believe something is wrong and its causing dogs to become ill. I personally will NEVER buy that formula or any of Purina products again after reading that there are other customers having the same issues.

  

  Business response

  08/05/2024

  Hello,

  We apologize for not providing an update on this case sooner.  Please know that we were able to speak with the consumer on 4/24.  We were able to gather some additional information regarding their experience.  We were able to share that there aren't any product safety issues or recalls with our products and we were at a loss to explain what may have caused this issue.  The consumer wasn't blaming the food, but was not sure what caused the issue with their dog.  We offered to mail some complimentary coupons for their dog, Nation, however the consumer declined.  We consider this case to be closed.

  Thanks,

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

*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. ↩