ComplaintsforPet Friendly Direct, LLC
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I tried this company out on an introductory offer over a year ago for some toothepaste for my dogs. I did not like the way the toothpaste came out of the packaging and never planned to reorder anything again. I was convinced this was a one time offer to try this. My first and final order was in May 2023. Randomly yesterday they charge me $40 and i am baffled like what? I contact them and ask for a refund because apparently they sign u up for a subscription a year LATER without ever notifying you and keep your payment method on file so they can get money from you. Then they also refuse to refund you, despite me contacting them the same hour nearly after seeing the charge. They claim that the product is personalized and refuse to cancel and refund customers who were never made aware of a subscription. Even to navigate their site, i had to SIGN UP for an account because i did not have one, to figure out where their subscription cancellation even is, because it is not obviously stated. You have to apparently delete your dog profiles to cancel anything and even then it does not say you cancelled it verbatum. I asked for a refund ONE MINUTE after the email came in. Deceitful business practices, beware. Still fighting for a refund and told them to not ship anything to me but their wacky customer service refuses.Business response
05/14/2024
The customer signed up for a subscription and then paused the subscription May 9, 2024. The subscription renewed on that date as scheduled. We have since been in contact with teh customer and canceled the subscription she signed up for. We also refunded the May 9 renewal so the shipment we sent her will be free to her and her subscription will not renew again unless she reactivates it.
Here is the USPS confirmation of the delivery* ***************************************************************************************************************************I have attached a copy of the refund confirmation email we sent the customer.
Let us know if we can help with anything else.
Business response
05/14/2024
The customer signed up for a PetFriendly subscription, then paused her subscription until May 9, 2024. The subscription renewed on that day as schedule, then the customer contacted us to cancel the subscription for her. We have since canceled the subscription and refunded the scheduled May 9 payment. I have attached a copy of the refund email we sent the customer. Let us know if you need anything else. Thank you.Customer response
05/15/2024
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
02/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I was double charged for my February 2024 shipment, Feb 3 & Feb 4. I emailed with screenshots of my banking showing 2 charges. I have tried to call but call won't go through and no response by email. I am now short on paying my other bills this month. I want a refund immediately as this has happened before. They need a customer service line where people can call in and not just an email that takes days to get an answer if at all.Customer response
03/11/2024
Like I told the BBB before, PetFriendly will not respond to anyone. They need shut down. They have no way of customers resolving any issues. Their a fraud.Initial Complaint
02/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I've been a customer for months. I've never had a problem until now. They double charged me in less than 24hrs. I've tried to call them, nothing. Emailed them multiple times, nothing. Emailed about a refund, nothing. They are on social media and it's happening to alot of other people as well. I can't access my account to cancel anything either.Customer response
03/05/2024
I have been refunded in full from the Pet Friendly. Thank you so much for your time.Initial Complaint
06/01/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Tried to cancel my subscription and removed all pets from my account March 26th 2023. Petfriendly charged my account April 26th 2023 in the amount of $***** Tried calling the customer service department and it instructed you to email. I emailed on April 26th 2023 to cancel my account and I never received a response, other than a automated one thanking me for reaching out. My account was charged again may 26 2023 in the amount of $*****. My dashboard online says I have no payment history yet it is on my bank statements and transaction history. I want to be reimbursed for $** for April and May and i no longer want to be charged.Business response
06/03/2023
Response attached as PDF. Please let us know if you need anything else. Thank you.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
6 total complaints in the last 3 years.
4 complaints closed in the last 12 months.