ComplaintsforNestle Purina PetCare Co

• Initial Complaint

  11/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I buy the Purina one plus for my large Cane Corso. The bag I bought had about 1/3 of the bag was nothing but crushed dog food. There was nothing but dust like filling. The dog food is way too high to be paying for food that is crushed and looks like dust.

  

  Business response

  11/22/2022

  We've attempted to contact by phone and email on 11/18, as well as 11/22.  Please contact us directly so we can address your concerns.  We can be reached at ************ and provide reference number ********.  Thank you. 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for prescription pet food on Nov. 3 2022 with Purina. On Friday Nov. 4 2022 Purina sent an email letting me know the food had shipped and provided me with tracking. Normally Purina sends **** but the past two orders they have used Lone Star Overnight, unfortunately. My first Lone Star Overnight shipment was marked as delivered but product never received, Purina replaced via **** This most recent order has been marked as Out for Delivery a few times, mere miles from my home, but no delivery has been made. Now I get to TRY and locate my dog's prescription food locally (not an easy task and will involve me having to pay for a physical exam since it is a prescription product) as he is almost out since Lone Star Overnight is unable to drive a few miles in a weeks time. I have zero faith this food will ever arrive since my last shipment involving Lone Star Overnight never arrived.

  

  Business response

  11/14/2022

  Good evening,

  Thank you for sharing these concerns with us.  We're very sorry to learn of this situation and one of our team members spoke with ************** earlier today.   We learned that her shipment, while delayed, did arrive on Monday, 11/14 and we refunded ************** for the food ordered to apologize for the delay.  We welcome additional questions or concerns from ************** via our toll-free number of **************.  Her comments regarding LSO will be shared with our team. 
  

  Thank you again, 

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

  Purina, Consumer Services 

   

  Customer response

  11/16/2022

  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.

  I am not sure how the complaint was made to Purina, it was an issue with Lone Star Overnight.  Maybe I did something wrong?
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The litter box nightmare started with the Purina Tidy Cats litter box. We’ve had the litter box for 3 months now, he’s got 4 accidents outside the litter box already. We’ve never had this issue with the traditional litter box before. He would not pee in the litter box, so I thought he had UTI. We took him to the vet because of this. after running the test, the vet told us there’s nothing wrong with the cat he probably just didn’t like the litter box. The vet bill was $352 and my insurance covered $209.60. I’m asking to have Purina reimburse the $142 vet bill along with the $77 cost of the litter box per Purina satisfaction guarantee.

  

  Business response

  11/14/2022

  We spoke to this consumer today, 11/14/22 and addressed their concerns.  We are mailing a refund as requested. 

• Initial Complaint

  10/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They repeatedly and without my authorization “Auto Ship” a product I DID NOT ask nor authorize for auto ship. I have emails proving this? They have NO ONE answering their 800 number. I have spent HOURS waiting on hold for no one?? I have cancelled my credit card and they still shipped it to me? This fraud has to stop. The most recent fraudulent shipment was order **************

  

  Business response

  10/17/2022

  Dear BBB,
  
  We apologize for the delay in acknowledging the complaint from *** *********  A member of our leadership team spoke with *** ******** on Friday, October 14th and we have confirmed her auto-subscription is cancelled.  Additionally, we are in the process of issuing a refund for the product received.  While we believe this situation has been resolved, if *** ******** has additional concerns, please ask her to reply to the email sent on Friday, October 14th or please call us at 833-241-9665, Monday - Saturday, 8am – 5pm CST.  
  
  Thank you,
  ***** *****
  Manager, Consumer Services

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ************* At the beginning of September 2022, I bought the usual 40 can box of Purina FRISKIES TURCHICKEN from the Wal-Mart in Middletown, OH; which our cats normally eat with no problems digging into the can meals we serve to them; them being anxious to eat with no problems. This time with case marked Best Before May 2024 with these numbers 2145 1789 15:46 L28 2221 (Manufactured by Nestle Purina Petcare Company, St Louis, MO 63164 USA) . Upon feeding our two cats, ***** and ***** on September 5th and 6th during morning and evening feedings that cats were not wanting to eat the food: a definite difference to their normal behavior towards the Purina Friskies TURCHICKEN. September 7th, 2022, from that same case, ***** became almost non-responsive after eating curling up into a ball and hardly moving. My wife stated to me, “I think ***** is dying!” Our other cat was responsive, but my wife commented, “***** has been acting as if he were drugged, with stumbling movements unlike him. After a few hours went by, we decided to boil some chicken legs, chopped up fine adding rice and chicken broth and put a stop. Today I went to ******** and bought Purina Oceans of delight 40 can box costing me $33.16. There has obviously been some type of harmful drugs placed into the cat food effecting two cats, one we thought was going to die. ***** still isn’t herself staying curled up, but she is not as lethargic as she was on September 7th. I request an investigation into what has just been recently added to Purina Friskies TURCHICKEN. (Manufactured by Nestle Purina Petcare Company, St Louis, MO 63164 USA of CT Corporation System of the CSC Corporation). ***** ** *** **** ******** **** ******* ****** ** ** * **** ** *** ******* ***** *** *** *** ** ***** **** *** ***** ** ****** ****** ****** **** ****** *** ****** ***** *****. Read more at http://tiny.cc/flightless-vets ] I would like to be assured safe food for my cats and not being charged CSC Monopoly prices. Return $33.16.

  

  Business response

  10/04/2022

  We called and left voicemails to discuss their concerns on 9/9 & 9/19.  Voicemails were left and emails were sent asking them to contact us back so we can resolve their concerns.  We can be reached at 855-744-1216, Monday - Saturday, from 8am-5pm CT.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  5/18/2022 My dog ****** became Ill after eating a small amount of Purina Bacon and Cheese Beggin Strips. ****** saw her regular veterinarian that day. Diagnostics were performed to rule out other injury/illness. She was diagnosed with severe gastroenteritis. Outpatient treatment was administered, but after several days of no improvement, she was hospitalized overnight on 5/21/2022 undergoing pain management and fluid therapy. Upon complete recovery of this illness, I spent a total of $1459.94. I reached out to Purina via the web and received a case number to submit my invoices with. A gentleman called me and told me I would be reimbursed for the vet bills with proof of invoices. After over 30 days with no response to my invoices, I called today for an update. I was told they would send my case over to Sedgwick. I am a pet care professional, and I feed my pets Purina products. I work with pet parents every day. I will no longer promote this company if speedy response as promised doesnt occur. I would like reimbursement for my vet bills as promised.

  

  Business response

  07/30/2022

  Dear BBB,

  
  Thank you for sharing ********************** concerns with us.  We're very sorry to learn about ******** illness and we hope ****** is feeling better.  My apologies for any frustrations we have caused during our conversations with ******************, including my team not being clear that Sedgwick is our third party claims administrator who handles requests of veterinary **** payment.

  Regarding next steps, we will ensure ****************** receives follow up from our Sedgwick team on Monday, August 1, 2022.  Additionally, we will review the handling of ********************** interactions with our Care team and address any gaps with the handling of her concerns. 

  Thank you again,
  *****

  Customer response

  08/05/2022

  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.

   

  I am in communications with Sedgwick, and just submitted my proof of the veterinary care.  I hope for a speedy resolution in this case

   

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

• Initial Complaint

  04/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  March 20, 2022, I redeemed **** points on my Purina Cat Perks account for a Polaroid Cube. I have contacted them at *********************** five different times and I can never get them to answer me. I have NOT received the merchandise and they already subtracted my points from my account. I contacted you earlier this year about this same site, on a different complaint, for the same reason...I can not get someone to answer me.

  Customer response

  04/29/2022

  From: ******************* <*******************>
  ******************************>, **** <*******************>
  Thank you ***** for your response.

  The information that you sent to me is INCORRECT.

  The camera WAS NOT delivered. 

  As of today 4-28-2022, the camera has not been received.   

  Please advise me of what your plans are, since my complaint is still open with the BBB.

  Thank you for your time.

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

  On Thu, Apr 28, 2022 at 9:40 AM <******************************> wrote:
  

  Hi, ****,
  

  
  We are very sorry for the late response, we just recently received the email that you had contacted the Better Business Bureau regarding the points that you used to purchase the Polaroid Camera.
  
  The email address that you were using to contact Brandmovers, *********************** is not a monitored inbox so no one was aware that you were contacting them.
  
  Our Perks site does advise that it will take up to 6 weeks for deliveries and we do see that the camera has been delivered according to the *** tracking number 1ZX75W480344005514. to the address of ***** Cty Rd **** **********.
  

  
   

  
  
  

  
  *****
  

  

  Business response

  05/02/2022

  *** tracking shows the reward was delivered on March 23.  After speaking with the consumer, who confirmed that the item was not received, we have made arrangements for another to be sent via ***.  The tracking number is:  1ZX75W480144755842

  Customer response

  05/03/2022

  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

  12/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  March - November 2021 I have tried to cash in points and had to have **** ******** at the following address: *************************  and she FINALLY got me my ****** gift cards...after 6 months I finally reached 7500 points and altho the cat tree is still on their website as a reward, it is not available to purchase with points. This site take anywhere between 4 to 5 days to respond when you contact them....and anymore, they don't even bother to answer my emails. I don't know what the problem is, but this website is a disaster and I feel that it is false advertising. I have all the emails where I worked to get my gift cards for 6 months, if you would like to see them.

  

  Business response

  12/27/2021

  We're very sorry to learn of  these concerns, both with our program and with our service.  Consumer satisfaction is extremely important to us and we take these comments seriously.  We will follow up with **** ***** by Wednesday, December 29th to discuss next steps and provide an update to the BBB.

  
  Thank you,
  

  *****

  ***** ******
  

  Director, Consumer Services 
  

  Nestlé Purina Petcare  
  

  Customer response

  12/28/2021

  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.

  I fear that I will never hear from them, and wish to keep this complaint open, until I DO hear from them.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Product: Purina Prime Bones chew stick with Wild Venison Medium Dog Treats. Date of transaction: November 16th, 2021. Amount of money paid: $26.97 for three packages. What was promised: “A safe, naturally edible treat.” Nature of dispute: My dog was given one of these Purina Prime chew stick treats on 11/27/2021 and a day later became very ill. He vomited up a large chunk which strongly resembles this product in size, appearance, and smell. He also proceeded to have multiple diarrhea instances that evening and into the early morning that he had to force out, they were of a very foul-smelling white mucous type with multiple undigested pieces of this chew within them. He became ill enough that he began panting and excessively drooling and pacing around the house. He had to be rushed to a 24hour emergency veterinarian ***** ****** ******) for immediate IV fluid replacement and an overnight stay for severe dehydration. Thankfully he was able to pass the blockage this chew caused him, without surgery, but it was not without pain, suffering, and distress for both him and his owners. The vet bill was over $1600 in cost to save his life because this chew stick did not break down or digest in any safe manner. The veterinarian's office also observed the pieces of this product in the dogs' stool and the pictured large piece that was vomited up by the dog. Has business tried to resolve? Unable to get through to any human when calling customer service number and waiting on hold for a very long time. Account/order info: Order # Order Number: ******************************* from ****** located in Wilmington, Ohio.

  

  Business response

  12/16/2021

  Hello,

  We've not been contacted by this consumer previously.  A supervisor on our team will be reaching out to the consumer shortly to resolve this issue.

   

  Thanks,

   

  ***** ******

• Initial Complaint

  11/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have bought Purina products my whole life and I'm 65. For the past year l noticed these little annoying moths l couldn't imagine where they were coming from, after 12 months of this l opened the 50 pound bag of chicken dog food to pour into there new container and there they were l was totally disgusted. I buy two bags of 50 pound bags every month to feed my six large dogs. I couldn't believe what l was seeing. Then thinking about my animals, what they were eating!! It made me physically sick to my stomach not including having these nasty bugs in my home and killing them. They were not in the indoor cat food only the dog food. This is tollaly wrong they had to see these bugs but still packing this stuff and selling it. How is this effecting my animals? Which is a big concern, then having these bugs flying around my home. I feel ignorant for not putting 2and2 together till now. After all these years trusting Purina and they betrayed the public and sold this stuff. Ridiculous ,l'm on disability l spent money on garbage. Are they going to correct this? I plan on posting this and let people know about this l feel betrayed and now worry about my pets and have someone coming in to get rid of these nasty bugs l don't care if there are 2or3 l put up with this for a year killing these things then cleaning the wall because they leave a black mark on my wall. Can't say it enough l'm beyond angry.

  

  Business response

  11/25/2021

  Dear BBB and Ms. *****, 

  
  Food safety, product quality, and consumer satisfaction are our top priorities and we're very sorry to learn of this upsetting experience with our products. We will contact Ms. ***** on Friday, November 26th to discuss and work to make this situation right. 

   

  Please expect a call from one of our Supervisors.
  

   

  Thank you for bringing these concerns to our attention.

  
  Sincerely,

   

  ***** ******
  

  Customer response

  11/29/2021

  Complaint: ********
  
  
  I am rejecting this response because: l was home all day on Friday l received no call from Purina. They sent me a email which stated they wanted to give me coupons which l rejected they said they have a sanitary facility and in the sentese below told me those bugs wouldn't harm my animals. How would they know that if they haven't seen them. I have two of my dogs seeing a vet and he cannot determine what's going on. I have never had a sick animal ever. Why would l accept coupons from a company that l have a complaint against. Again there was no call from anyone associated with there company.l cannot see what's above my statement l trued to enlarge ,but no luck.
  
  
  
  
  Sincerely,
  
  
  ***** *****

  

  Business response

  12/06/2021

  Hello,

   

  We attempted to speak with the consumer today, 12/6, however our call went to voicemail.  We left our return contact information in the hopes that the consumer will call us back so that we can resolve this issue. At this time, we don't have any information regarding the product that was purchased or where/when it was purchased.  We've asked for this information prior via email, and have yet to receive it. We'd really prefer to speak with the consumer over the phone in order to better assist them.  

   

  Thanks,

   

  ***** ******

  Customer response

  12/06/2021

  Complaint: ********
  
  
  I am rejecting this response because: I have contacted my attorney he has all emails that the Purina company has sent as well as my responses to there email. We are waiting for the exterminator to give us an estimate , he is also received all vet bills and what ever else he chooses to do. I will not be lied to again from Purina as stated in emails they contradicted themselves all in on email. To think coupons were all they had to do to solve this problem is insulting not only to me but to all that have written a complaint to the BBB. It is in my attorney's hands to make this right for me and all people that trusted Purina. As l stated before l informed the FDA also.
  
  
  
  
  Sincerely,
  
  
  ***** *****

*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. ↩