ComplaintsforThe Farmer's Dog, Inc.
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Complaint Details
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Initial Complaint
09/27/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Farmers dog had an error with my shipping label and *** could not deliver on time. After trying to get information on where I could pick my dogs food up (since it is supposed to be fresh), I was denied since I wasn’t the seller and told *** would not attempt to redeliver until 3 days later. I emailed Farmers Dog my concern and they initially replied with “we’re keeping an eye out….your food SHOULD be ok” and then I never heard back from them after 4 additional emails I sent. Then the most concerning part is when I cancelled my subscription, I got an email from a Farmers Dog cancellation rep that said “we see there is an order on the way. If your dog won’t be able to enjoy the food, let us know and we can come up with a plan for the packets”. So this leads me to believe they reuse their packets after they have been mailed out to customers. I would not want my dog eating this food at all. Bad customer service and very shady practices. I want a refund for the food that I never received.Business response
09/27/2021
On 9/27/2021, we were able to connect with the customer to address their concerns regarding the freshness of our food, delivery standards, and communication with our shipping carrier. A refund has been processed for the trial order in question and a complementary replacement has been arranged to arrive by the week of 9/27/21. While we regret not being able to respond to the customer's messages that were sent in over the weekend, we are truly grateful for this chance to turn their experience around. We look forward to hearing more about George's fresh food journey in the future.Initial Complaint
09/24/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I signed up to receive a trial of the “topper plan” from The Farmers Dog on Tuesday, September 21st. After I submitted my credit card to make payment, I THEN got more detailed information about how much my plan would be going forward. Once I realized I could not afford this amount, I immediately canceled my subscription. I did receive an automated email response confirming my cancellation. The next day, I reached out to The Farmers Dog via email to express my reasons for canceling but did ask if there were any other options I could look into to keep my costs low. I have yet to receive any response AND my credit card was charged for the trial that I haven’t received. I can no longer access my account through them since I canceled my subscription. I would appreciate that the card be refunded for the 2 week trial.Business response
09/28/2021
Upon receiving an email on 9/22/21 requesting cancellation on the customer's trial order, we have processed a refunded on 9/24/21. We have extended a free trial and have proposed multiple plan options with the customer's budget in mind should they choose to continue their subscription with us in the future. The Farmer's Dog is always here to help should the customer needs further assistance building their plan with us.Customer response
09/28/2021
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 and the matter has been resolved.
Sincerely,
******** *****
Initial Complaint
09/20/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My name is ***** ****** I am filing this complaint on behalf of my Mother: ****** ******* ** ******** ** ************ ** ***** ************ On 9-2-21 My Mother, ****** ******* order from The Farmer's Dog, Inc for a commercial on the TV. She receive orginial order. Cost was $ 31.22. Did not want to reorder due to her dog will not eat the food. I do her banking & checkbook I discover a with drawl of $125.16 from The Farmer's Dog.USBusiness response
09/22/2021
We received a call on 9/17/21 regarding a recent charge on a family member's account. We were able to address all questions surrounding our automated subscription service and terminate their active account. Additionally, we were able cancel and refund their pending order (in the amount of $125.16) as requested by the caller. Should the family need further assistance, The Farmer's Dog will be here to help in any way we can.Initial Complaint
08/24/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
This is a scam. They market as being healthy dog food that is human grade but they have a lot of additive ingredients. My dog is very sick, nothing changed but his diet so it is directly related to their product. I cancelled and they wont refund me and are still sending more food. Please help.Business response
08/27/2021
Customer responded to a cancellation email on 8/20/21 stating that their dog has sensitive skin and started experiencing itchiness a day after introducing The ******** Dog. Our Customer Experience team confirmed on 8/21/21 that the condition of their trial order was within standards at the time of arrival. While transitional symptoms may be common, our ingredient analysis list has been provided in case it is a food sensitivity issue. A reimbursement was issued for an order which had already been processed on 8/24/21. We look forward to hearing back from the customer to discuss how we can further assist with Hunter's fresh food journey.
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Customer Complaints Summary
50 total complaints in the last 3 years.
21 complaints closed in the last 12 months.