We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Pet Supplies

Pet Friendly Direct, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Supplies.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/04/2024

    Type:Product Issues
    Status:
    Answered
    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 using their subscription service to treat 4 pets with their flea and tick prevention products. My 3 cats never go outside and my dog only goes outside for a walk once a day (she is otherwise pad trained) yet all 4 animals wound up with fleas. They have not been around any other animals or in any conditions that exposed them to an infestation outdoors. I have spent over $200 on flea treatments for my animals, over $100 on treatments for the house. I requested to cancel my subscription and a refund and they have ignored all requests. After 3 contacts they finally cancelled my subscription and have ignored my demand for a refund or any compensation for the cost their ineffective product has caused.

    Business Response

    Date: 10/04/2024

    Hi *****!

    We're sorry to hear that you have not heard from us! We've been trying to get in touch regarding your subscription. I am attaching our first email out to you from September 4th, 2024.

    I'm so sorry to hear that your pets are suffering. I have gone ahead and canceled your subscription, so you will not be charged further.

    Once an order is processed, we do not process refunds, as outlined in our terms and conditions. All pets can react differently to preventatives, and we're sorry this did not work out for your pets.

    If you have not opened your last box, you are welcome to return to sender, and we can refund you for the last order.

    Please feel free to contact us at *********************** or ************ if we can help with anything else!

    Take care

    Business Response

    Date: 10/09/2024

    Hello!

    We are attaching the email communication to the client regarding her complaint. We have also provided steps to return box to get refunded.

    Thank you!

    Customer Answer

    Date: 10/12/2024


    Complaint: ********

    I am rejecting this response because:

    They just copies and pasted their first message. There was no resolution offered other than a return for an unopened box. The entire basis of this complaint is that their product was used every month but defective. If I had not used the product I wouldn't be complaining.

    Sincerely,

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

  • Initial Complaint

    Date:05/10/2024

    Type:Billing Issues
    Status:
    Resolved
    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 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

    Date: 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

    Date: 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 Answer

    Date: 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

    Date:02/06/2024

    Type:Product Issues
    Status:
    Unanswered
    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 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 Answer

    Date: 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

    Date:02/05/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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'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 Answer

    Date: 03/05/2024

    I have been refunded in full from the Pet Friendly. Thank you so much for your time.

  • Initial Complaint

    Date:06/01/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    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

    Date: 06/03/2023

    Response attached as PDF.  Please let us know if you need anything else.  Thank you.

Pet Friendly Direct, LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited 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 charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.