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

  1 Checkerboard Square Saint Louis, MO 63164-0001

  
• 

  Purina Dog and Cat Food

  PO Box 2530 Largo, FL 33779-2530

• 

  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

  

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:01/11/2024

  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.

  We have been feeding purina pro plan adult large breed chicken and rice to our dog for the last 2 years and he has been loving it until the last few months. He has been slowly rejecting his food until 4 days ago when he completely stopped eating it. He has been regurgitating and vomiting on and off for the last 3 weeks. We took him to the vet and after the exam and blood work they suggested it is his food. We bought a new bag thinking that it would be better. That night after eating his dinner he has been shaking uncontrollably all night and got up 6 times because he had diarrhea. Not to mention he had 2 diarrheas that evening and again the following morning. I have spent $126.46 on 2 bags of food over the last month plus the vet bill. This food is making our dog sick.

  

  Business Response

  Date: 01/16/2024

  Hello,

  We were able to speak with this consumer on 1/13.  We were able to address all of her questions and concerns.  We also refunded her purchase price as requested.  She was appreciative of our call.  Please let us know if you have any questions.

  Thanks,

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

  Customer Answer

  Date: 01/16/2024

  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

  Date:12/08/2023

  Type:Service or Repair 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.

  Hello my name is ********* and my family and I raise Cane corsos we have been feeding pro plan complete for a few years and are usually very satisfied with it, we recently went to the ******* cave swap meet in Versailles Missouri and there was a vendor there selling various types of pro plan 50lb bags for $75 which is about $10 cheaper than what I normally pay for it and without sales tax this was a great deal so we purchased six bags for $450 thinking I just saved my family a little over $100 I was happy about it until I got it home and got to see inside these bags all of the bags had big clumps of food stuck together with white crystals all over it and they smelled like ammonia. I'm not sure what happened to these bags but none of them are safe to feed to my animals so in fact started out as a huge blessing right before Christmas in fact has actually turned out to be a huge loss $450 is a lot to just loose or be robbed of for any family especially right before Christmas and I still had hungry mouths to feed and 4 kiddos that still believe in Santa Claus I done what my mother would have done robbed Peter to Pay Paul. And I bought the food and we put up the tree and put on the Christmas music and I didn't pay my truck payment with hopes that somehow they'll leave me alone about it long enough to figure out how to fix this. Cuz I absolutely cannot lose my family's only transportation because of some contaminated dog food right before Christmas we just lost my mother in October this will be my kids first Christmas without her my family doesn't deserve another loss right now.Purina is a huge company if there's any way at all that they could even replace the six bags for me I could breathe again knowing I wouldn't have to put what we don't have into feed next month. Then I could make a payment arrangement on the truck and catch up before I lose the stupid thing. So if somebody could help me make sense of this it would make my whole Christmas thank you for your time.

  

  Business Response

  Date: 12/21/2023

  We spoke with this consumer on 11/16/23.  Consumer declined to provide information.  We're willing to continue the conversation.  Our supervisors are available Monday through Saturday from 8am to 5pm CT at ***********.

  

  Business Response

  Date: 12/22/2023

  Hello,  we entered the incorrect resolution for this complaint.  We did speak to this consumer on 12/21/23 and addressed their concerns.  

• Initial Complaint

  Date:11/05/2023

  Type:Service or Repair 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'm a long time buyer of ***** ***** Cat Food. I'm 54 years old. My cats generally have liked the product especially their Beef ***** in Gavy Grilled can. I noticed about a year ago, the Beef Grilled was no longer a Beef product, didn't smell like beef or have the dark brown color. Seemed like it was their chicken product. I alerted ******** and even opened a can up to show them, and 1st they agreed with me, and they then said the company probably made an error with their labels. I reached out to Purina, they gave me no explanation but sent me some coupons. So that was about a year ago. After that, each month, I was curious and would check to see what was being put in the cans. No change. Their Salmon Grilled used to have a slight pink tone, but now, you guessed it, more like chicken. So today, 11/5/23 I went to ******** *** ********* ******* ******* ********* ** 60153, and bought Grilled Beef, Grilled Salmon, Grilled Turkey, and Grilled Salmon and Shrimp, and the contents are all the same, same looking and smelling (by the way rather awful smelling, like liquid metal. Their chicken always smelled like this and I would never give it to my cats because of the unpleasant smell. I know 100% that the Beef and the Salmon are not beef and salmon. I only reviewed their Grilled cans. Each can is 90 cents. I believe they are putting in cheap chicken. Beef is incredibly expensive these days, just see how much you pay for a hamburger at a good joint these days, $13.00 at Five Guys, $10.00 at Burger King. I'm not concerned about getting money back, I just want to know what is going on. I think the consumers are being ripped off.

  

  Business Response

  Date: 11/07/2023

  We left voicemails for Mr. ********* so we can address their concerns with our ***** ***** on 11/6 & 11/7.  Artificial color was removed, which in turn changed the product's appearance.  Please give us a call and we'd be happy to discuss the changes made as well as send some replacement coupons for your inconvenience.  We can be reached ************, Monday - Saturday, from 8am-5pm CT.  Thank you.

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair 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 the best brand of cat food I could buy but it's still not healthy for my diabetic cat. But diabetic cat was just diagnosed. I have to give insulin twice a day I have to get on a diabetic food which I have to give up the regular wet food that said to call. For a refund phone several times and people with very heavy accents answered and didn't know what to do with her told me I should go to the Goodwill and why would. Purina customer service refused to help me and I don't understand why these people whoever they were were very difficult to deal with

  

  Business Response

  Date: 09/26/2023

  We reached out to this consumer via phone and left a voicemail today.  We also sent an email requesting they reach out to us so we can address their concerns.  Our team is available at ************, Monday - Saturday, from 8am-5pm CT. 

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair 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.

  The dog food was nasty. Moldy and maggots

  

  Business Response

  Date: 09/28/2023

  We spoke with Ms. ****** on 9/12, 9/13 and 9/18 regarding her concerns.  We had product shipped to her directly, and it was delivered on 9/23.  We called to confirm it was received, but had to leave a voicemail.

• Initial Complaint

  Date:09/08/2023

  Type:Sales and Advertising 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.

  At the end of June, I uploaded my receipt to the my Purina app. I was informed that it would take 10 to 14 business days to be reviewed. After that time, the points for the purchase would be added to my account. I waited for two weeks and the points for the purchase weren't added. I've checked every day since then for the last two months. The points still have yet to be added to my rewards account.

  

  Business Response

  Date: 09/28/2023

  We reviewed Mr. *******'s account and credited the missing points, as well as some additional points for the inconvenience.  Points will show as a separate transaction.  We left a voicemail detailing these actions as well as sent an email on 9/28/23.  If we can be of further assistance, please let us know.

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair 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.

  Our dog has been on Purina Proplan for almost 3 years- since birth. However, in the last 2.5 months, she developed extreme gastric issues. Loose stools, diarrhea, blood, vomiting, and upset stomach. 3 vet appointments later, stool gardeners, nausea meds, and 14 days of antibiotics- negative for giardia and other bacterial that are picked up at daycares etc. we have now switched to a prescription food and immediately better. When searching online especially Facebook forums and questions- hundreds of people are commenting this WEEK about same symptoms. Our dog was on Purina Proplan sensitive- Salmon, and Proplan- shredded chicken.

  

  Business Response

  Date: 09/06/2023

  Hello,

  We were able to reach the consumer on 8/30, however, they were unable to speak with us and shared that they would reach back out to us when it's convenient for them.  We've yet to hear back from them at this point.  We've considered this to be handled.

  Thanks,

  ***** ******

• Initial Complaint

  Date:08/03/2023

  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.

  Customer service representative named ******* put me on hold for all these minutes... I have taken a screenshot of my phone with all the minutes I had to wait I can't imagine what somebody was doing all this time. Never came back on the line told me she was working on my problem! My time is precious to me I am a nurse and I work swing shift. Purina certainly has gone downhill over the years. I mentioned the product did not work for allergies scratching in the like and that prescribed different product. She said she would come back and send me a refund or give me a coupon for the veterinary product and she never came back with the refund or Veterinary product coupon. At this point I would just like a refund and I will buy my Veterinary product from my vet. Thank you I called back and the whole time was so atrocious I hung up again.

  

  Business Response

  Date: 08/09/2023

  Dear BBB,

  While we are very sorry to learn of these concerns, when reviewing our files, we do not have record of this consumer contacting us with this address or contact information.  We are happy to address these concerns if the consumer would like to call us at ************.  Thank you.

  Sincerely,

  ***** 

   

  Customer Answer

  Date: 08/14/2023

  Complaint: ********
  
  I am rejecting this response because: spoke to ****** ,would not assist. Refund please
  
  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 08/14/2023

  Dear BBB,

  We are very happy to help ***** ******, we ask that Konny please contact our office to speak with one of our Supervisors directly for assistance.  This is the toll-free number to reach our Supervisors. We're ready to help. 

  Thank you,

  ***** 

  Customer Answer

  Date: 08/17/2023

  Complaint: ********
  
  I am rejecting this response because: you didn't finish your letter because you did not provide the phone number to a supervisor. It is the same phone number I called in your response the first time. Nobody knew what I was talking about and they would not listen to me they were belligerent and pig-headed. I don't understand your company it says there's a guarantee on the side of the bag we have moved on to a prescription ZD diet and I want the money back for the dog food which is quite simply said. I found the number the guy was just impossible to deal with and told me he wouldn't help me without a case number. I am out $89 for a dog food that did not work. Just send me my money back I'll be very happy
  
  
  
  Sincerely,
  
  Konny Marlin

  

  Business Response

  Date: 08/18/2023

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

  Customer Answer

  Date: 03/01/2024

  My name is *******************. Please reopen my complaint against ugly Purina. They stopped communicating. They informed me to call a special 855 number. I called this number and was met with inappropriate customer service from one idiot by the name of *** and another woman idiot. What is the sense of calling this number if I am met with ugliness? My case number is **********. I want my money return to me for the benefit the 42 LB of moldy food or I want a coupon for another bag. If Purina does not assist I am going to assume everything I have read on ****** is true and that they are headed for major lawsuits with not only their pro plan but many of their foods. It was on the news tonight how Purina is being sued for killing dogs. Is this why they will not refund my $48? Shame on this ugly company. I want this address and I want it dressed humanely I will not be treated like this from any person from Purina. They can give me a new case number and tell me to call another phone number whatever they want but this will stop here or I'm going to join in the lawsuit against Purina.

  

  Business Response

  Date: 03/01/2024

  Hello,

  We've spoken with this consumer regarding this complaint.  She was very combative with our team.  She requested a refund for her product purchased.  We requested the required items needed for reimbursement as per the guarantee on our package (cut out the Best If Used By date box from the bag along with the receipt with the original price circled that shows it was purchased within the past 60 days).  The consumer shared with us that they no longer have the package nor the receipt.  We're considering this one closed.

  Thanks,

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

  Customer Answer

  Date: 07/18/2024

  7/1/2024 Called and left message for consumer. The out going message had a different name than the name on the complaint. Provided my name, direct dial number and request for call back.

  
  

  Customer Answer

  Date: 07/18/2024

  7/8/2024 PE Left msg and asked for a return call. Outgoing message has a different name than the complaint. Asked for a call back and clarification.

  
  

  Customer Answer

  Date: 07/18/2024

  7/10/2024 PE Sent email to the address for the consumer in the complaint record. Asked for a response.

  
  

  Customer Answer

  Date: 07/18/2024

  7/17/2024 PE Called number on the record and left message.

  
  

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair 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.

  This company has failed to adhere to their SLA in getting my dog his food sent. I believe this was done on purpose. They keep saying the order has shipped but it says “processing”. They have taken my money and holding the dog food. I have been disconnected and hung up on several times.

  

  Business Response

  Date: 08/01/2023

  Dear BBB,
  
  We apologize for the delay in acknowledging the complaint from *** *********  A member of our leadership team spoke with *** ******** on August 1 in the morning, and we confirmed his order was released and will ship later that day. While a tracking number wasn't available at the time, we emailed *** ******** the tracking number for his order at 6p.m. on August 1, so he is aware of the status - FEDEX - *************   Additionally, we also overnighted him a free bag of food in case his order is delayed. We plan to call *** ******** on August 2 to confirm he received the overnighted food and our email providing the tracking number for his order.  While we believe this situation has been resolved, if *** ******** has additional concerns, please ask him to reply to the email sent on Tuesday, August 1 or please call us at 1- 800-473-8546, Monday - Saturday, 8am – 5pm CST.  
  
  Thank you,
  ***** *****
  Manager, Consumer Services

  Customer Answer

  Date: 08/30/2023

  The code Purina provided me does not work. I feel like they are continuing to lie to me. I'm very displeased with this company. 

  

  Business Response

  Date: 09/29/2023

  Dear BBB,

  We are happy to post the following and/or speak with *** ******** directly.  We're happy to send food to him, and we just need a physical address.

  We apologize for the delay in responding.  We are very sorry to learn of these continued concerns and would appreciate the opportunity to make this right from *** *********  Our Supervisors are ready to help and we ask that *** ******** call us **************, 8am – 5pm CST, Monday – Sunday.  Or, we can call *** ******** at a date/time that works best for him.  Thank you. 

  Thank you,

  ***** 

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair 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.

  We feed our two dogs the purina dog food with the cheese and beef. Last time we purchased this product, the contents were small and round and all brown. We did not keep the box, but it was correct on the picture for our usual purchase. We purchased another box of 12, and the contents were all just beef, no cheese. We have not tried to feed the dogs the first incorrect batch yes, but hopefully they will be okay with it. Obviously, there was a big problem with packaging recently, and we ended up with the incorrect food two times that were pictured as the one we buy. We purchased these at ******* ** **** * ******** ** *********

  

  Business Response

  Date: 07/25/2023

  We were able to speak to this consumer today and resolved their concerns.  Product replacement was offered and accepted.