ComplaintsforThe Farmer's Dog, Inc.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hi,I decided to try ********************* pet food for my 3 dogs on 6/30/2022. The food came in, I followed their instructions on how to slowly switch my dogs food from what they currently eat. Also was given more food than they needed so instead of subscribing for a weekly box I pushed the subscription a month a way. I also signed up for text reminders. So my dogs got sick with the food they had diarrhea for 2 weeks and did not want to eat the food so I switched them back to there previous food. Today I see a pending transaction for $170 from ******************** for their weeks food, I never got the reminder text they said I would get to reschedule the order or in my case I would have just cancelled the subscription. I emailed them to let them know to please cancel this and they emailed that they cannot. The order has not even gone out, it is still pending, this food is only going to go to the trash because it make my dogs sick. They can surely cancel this order but choose not to. Today is 7/28 and the order is listed to arrive on 8/4. This is unethical.

  Business response

  07/29/2022

  This customer rescheduled their order from 7/14 to 8/2 on their end through their Customer Account. We sent them a confirmation of the reschedule on 7/2. We also sent them a reminder email for the cutoff for this order on 7/24. The customer emailed us about this order on 7/29. An agent on our team responded to the customer's query within two hours and issued a refund at that time. We've sent this to our team to investigate why these communications did not go through over SMS to ensure this doesn't happen again in the future. 
  
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a delivery on 7/18/22 which was a week past due. The condition of the supposed refrigerated food items were spoiled and not eatable by my dog. This was a $97.00 order. The pictures speak for itself as to the condition of the package. I was at home when delivered and able to receive the package immediately. There was no time lapse or liability on my part. Out of 7 packages of food I was not able to salvage any of them. They were not just room temperature. They were hot and had been in the heat for a long time. Again, the pictures speak for themselves. No signs of ice except the empty bag the ice was supposed to be in. Bottom of box was about to come out due to moisture damage. I did speak to a representative at ******** dog today and she blamed the lateness and condition of packaging on the carrier. I believe their product should be insured by the carrier. My expectation is to get a product in the condition ******** dog promised. I expect a refund for my last order, and an immediate cancellation. I am seeing where folks have complained and ordered cancellation only to still have future orders debited from their account.

  Customer response

  07/19/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  06/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When purchasing dog food from ************** the company sets up a meal plan for the dog based on their age, weight, activity levels and any health issues.My dog is 3 years only, 42 pounds and active. Based on this the company sent a box of food and recommended feeding him 1/2 a pack per day, 1/4 per meal. The website on my account shows that this is 462 calories per meal. (Screen shot attached)According to online dog calorie calculators a 42 pound adult dog should be getting between ******* calories per day. Sources: ******************************************** ******************************************** **************************************** ************************************************** ************************************************************************************************* However, today when I looked into adjusting the calories per day, I found that when you click the part of the website that says "462 calories per meal" it opens a window that says "Daily calorie intake" which implies the 462 calories is the calories per day not per meal. I contacted Farmers Dog and they confirmed it is the calories per day. I'm reporting this so that they are required to change their website to make it abundantly clear to customers how many calories their pets are receiving per day, and that they are investigated to find out if the meals they are recommending are at a safe calorie level for pets or if they are endangering the pets health with these low calorie meals.

  Business response

  06/30/2022

  We base our recommended number of calories per day on the responses from the customer to our questionnaire at signup. This customer described the dog's body condition as 'rounded' with an indicated weight loss goal, which calculated a recommended portion size of 462 calories per day to assist with weight loss.
  
  Because our food is made with fresh ingredients, our food has a higher ME digestibility than dry food. As a result, our recommendations are lower than most online calculators. Rest assured, dogs actually get more energy from our recipes than an equivalent amount of calories in dry food because of this higher digestibility. If needed, customers can make changes to their dogs daily calorie intake on their Customer Account at any time. Were also happy to assist with these changes via email. All of our recipes are formulated by board-certified veterinary nutritionists to be complete and balanced for dogs and we have an ACVN on our staff to ensure dogs are always getting what they need to live healthy lives. Our ****************************** reached out to the customer on 6/29 to clarify all of the above information. The feedback on our website copy has been shared with our ************** team. Were actively working to make sure our communications around plan information on our products and our website are always clear with our customers and appreciate this feedback.
  
  

• Initial Complaint

  05/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled the subscription because my dog doesn't like it.I canceled today on the 13th of May 2022.they state that a shipment being mailed on the 20th of May 2022, can not be canceled.THIS IS AN ENTIRE WEEK AWAY.cancel and do not charge me for a future shipment of my canceled subscription.

  Business response

  05/18/2022

  On 5/13/22, the customer reached out to us after cancelling their plan earlier that day to note that they were charged for another shipment due to leave our kitchen on 5/16. 5/11 was the final day to make changes to this order, and we include this cutoff date in our shipping confirmation email. Our billing is automated and we always process the payment for an order on the Thursday before it is scheduled. This was explained to the customer in response to their 5/13/22 email to us. We offered to assist the customer in finding a home for the incoming packs if he was not able to use them. We refunded the customer for this order on 5/13/22 and confirmed the cancellation of their plan moving forward. Here at The Farmers Dog we are always looking for ways to improve our service, so we truly appreciate this customer providing such valuable feedback.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a subscription with ************************ which I cancelled, because the cost was too high. My account with the company shows that I have cancelled. To my disgust I was charged for another batch of food a week after cancelling. I want this money for the amount of $175.51 refunded to me.

  Customer response

  05/04/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we ordered box of food for our dogs for the week of May 10th, the business charged my account on 4.21.2022 for $125 and again charged my account on 4.28.2022 for $125 (over drafting my account)1.st we didn't order the food to be delivered until the 1st week of May 2nd they charged us twice and overcharges are now processed

  Business response

  05/19/2022

  Tell us why here..On 5/13/22, the customer reached out to us after cancelling their plan earlier that day to note that they were charged for another shipment due to leave our kitchen on 5/16. 5/11 was the final day to make changes to this order, and we include this cutoff date in our shipping confirmation email. Our billing is automated and we always process the payment for an order on the Thursday before it is scheduled. This was explained to the customer in response to their 5/13/22 email to us. We offered to assist the customer in finding a home for the incoming packs if he was not able to use them. We refunded the customer for this order on 5/13/22 and confirmed the cancellation of their plan moving forward. Here at The Farmers Dog we are always looking for ways to improve our service, so we truly appreciate this customer providing such valuable feedback.
  

  Customer response

  05/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   we were charged for the food twice, they only refunded one charge.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  06/20/2022

  We have refunded the customer for the order billed on 4/28. While this customer is now suspended from service with us, if they're ever interested in reactivating their plan in the future, we'd be happy to craft up an alternate plan that would work better for them. We're always working to improve our customers' experience and we've shared this feedback with our team.

  Customer response

  06/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business may respond as they will, we are very disappointed and will not do business with them due to unfair practices. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  04/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered trial food for my dogs from this company. First, I did not know I was put on reoccurring subscription for it. No notification about that. Unfair practices right there. Secondly, once I saw there is a subscription to it, I made changes to the order as it is expensive. the company did not ***** the changes I made to lower the cost of the food and went ahead and charged my account for the higher amount. Another unfair practice

  Customer response

  04/08/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  03/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I order dog food from ******************** food ****** I got it and my dog would not eat it. I canceled my subscription.. Now i see where they charged my credit card for $126.18 and was sending me more dog food. i tried to call call them and could not get hold of anyone. i don't want anymore of their product.

  Business response

  03/25/2022

  We communicate via email when managing subscription communications and this was resolved with the customer on 3/25/22. We also confirmed with the customer that the refund was issued on 3/25/22 and takes **** business days to process. The customer has received the *** to reference with their bank if needed. Here at The Farmers Dog we are always looking for ways to improve our service, so we truly appreciate this customer providing such valuable feedback.
  
  
  

  Customer response

  04/01/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I previously adjusted a monthly meal plan with this vendor. Upon doing so they outright charged my card not even 24 hours after the change. when following up with the vendor they advised they cancelled the order and any future orders and cancelled my plan. When requesting a proof of refund for my payment their response was "there is nothing they could do". simply kept my money yet cancelled my plan. This is unacceptable. I do not want any more of their products and simply just want my money to shop elsewhere.

  Business response

  02/19/2022

  On 2/15/22, this customer came into contact with our Customer Experience team. Since our billing is automated, we typically **** the Thursday before the order is scheduled to leave our kitchen. Because the customer used our website to rush their order to ship this week, we billed the customer right away to ensure that the order arrives on time, per our policy. Following the customer's email to us, we cancelled their subscription per their request. We also provided more info on how to manage their online account with us and on the details of our shipping policy. While we did cancel the customer's subscription per their request, we had not initially processed a refund as he did have an order that was still scheduled to arrive and the date to cancel this particular order that we had outlined in email communications to the customer had passed. However, following this email conversation with the customer on 2/17/22 we did process a refund for this order to better improve their experience with us.

  Customer response

  02/25/2022

  Customer has been in contact only because of the complaint filed. I still have not received my refund nor received a call to discuss the matter.

  Business response

  02/25/2022

  We communicate via email when managing subscription communications and this was clarified and resolved with the customer on 2/18/22. We also confirmed with the customer that the refund was issued on 2/16 and takes **** business days to process. The customer has received the *** to reference with their bank if needed. Here at The Farmers Dog we are always looking for ways to improve our service, so we truly appreciate this customer providing such valuable feedback.

  Customer response

  03/01/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
  
  
  

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a dog owner in search of a better alternative to dry dog food for my dog , Scooby 7 yo, because as he is aging I noticed he isnt getting the proper nutrition. I had tried a 2 week trial from farmers dog and it seemed to go well and my dog seemed to like it. I had then bought a months supply for October ******************* around 100 dollars. After about 2 weeks of continuous dog food from farmers dog, Scooby was throwing up whole pieces of carrots and green beans from the food. I filed a complaint and canceled my subscription. When I filed my complaint I asked what food out of the four options contain carrots, because I believe my dog is has an allergic reaction to it. They lady on the phone mentioned it was only the beef and turkey. So she said the chicken and pork should be fine but I believe they also have carrots in it to. I believe she was just trying to get me to stay with the program. Scooby was not himself and I found out hes covered in lumps/bumps all over his body. My poor dog is in pain inside and out because of this food and they take no responsibility. I do not believe the food is made custom like it advertises and I would like it if my dog was taken care of.

  Business response

  11/17/2021

  Customer reached out to our team on 11/1/21 stating that their dog experienced digestive issues and was concerned that their dog may be allergic to some of the veggies included in our recipes. Our Customer Experience team reached out on 11/1/21 to gather some more information on what their dog experienced, as food safety is our top priority. Our team followed up on 11/12/21 to get these details and also provide our full ingredient and analysis lists in case it is a food sensitivity issue. A reimbursement was also issued for an order on 11/12/21. While our team has made great strides to ensure our recipes meet the needs of every pup in all stages of life, we completely recognize that the needs of each pup can vary. We look forward to hearing back from the customer to discuss how we can further assist them and their dog.
  
  

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