ComplaintsforSundays for Dogs, Inc.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Incident: [Last week (August 6th) AND today August 12th]Amount Charged: $199 Issue: Despite having clear proof of a skipped order, I was wrongly charged $199 for an order last week on August 6th. Although the company acknowledged the mistake and issued a $199 credit to my account. I then CANCELED my subscription / account entirely (proof from company in screenshots). Now, despite having received written confirmation and screenshots from my account that I have successfully canceled my subscription, I have been charged yet again for ANOTHER $199, with an email stating that my order is being shipped. I do not have an active account or subscription with this company, and these continuous charges are unauthorized and illegal.Impact:This situation has caused me significant financial inconvenience and frustration. I do not trust this company due to the repeated errors and the refusal to provide a direct refund to my credit card.Desired Outcome:I demand the immediate removal of my credit card details from the system and a FULL refund of $199 to my credit card. I do not wish to receive store credit or any further communication regarding new orders, as I do not have an active account with this company.

  Business response

  08/13/2024

  Hi ********* - thank you for bringing this to our attention. As confirmed by our team, the order that you were notified about after canceling your account was not a new order that was charged. This order was one you originally paid for in June and was backordered due to low stock. We sent an email notification on July 31st that this order would be further delayed, but we completely understand how this notification would be confusing and the shipment of this order was unwanted. Our team has already issued a full refund for the unwanted order and can confirm that your subscription as well as any future orders has been canceled going forward. Thank you!

  Customer response

  08/22/2024

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Company was paid in full and agreed to ship on 6.28.24. Until I contacted them one day after their provided delivery date, they told me it has yet to ship. I told them that wont work and to cancel it. Within a few minutes they said it couldnt because the **** had the items. That turned out to be a lie as they only printed a postal label from their office. The tracking below will show that the product has yet to be provided to the ***** They are just trying to chisel $223.11 and wont take responsibility for their shortcomings. Very low end Company.

  Business response

  07/11/2024

  Hi *****! Thank you so much for sharing your experience with us. Wed love to provide more clarity on what happened with your order - it sounds like this was an extremely frustrating experience. Unfortunately, it looks like your order was already in the process of being packed by our warehouse at the time of your first email. While youre absolutely correct that your order hadnt technically shipped, were not able to pull an individual order out of the queue once its been packed (i.e. a label has been created) and relocated for pickup by our carrier.
  
  Its clear this made it harder for you to get what you needed, and we take full ownership over the lack of flexibility on your pups order. It looks like a full refund was issued for the inconvenience, and we would love to chat further at ******************************* if theres anything we can do in the future to make this up to you!

  Customer response

  07/12/2024

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

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I've ordered dog food order number 912 DF84 $158.21 on 526 and order number ****** or $210.94 on 528 I cannot receive a tracking number I can't contact the company they're not responding to my emails text messages and there's no way to even leave a message on their phone it just disconnects you so I would like some help and resolving some of this I would like a full refund they take money out of my account before they even before they ship the item or have the item in their hands so I don't know what's going on with that company but their customer service is not good and I would like to get this resolved I've got $329.15 hung up there waiting for something into my dog is completely out of food now I'm going to have to go somewhere else and start him on a new plan please and thank you

  Customer response

  06/07/2024

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

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order #****** I NEVER GOT THIS ORDER I PLACED. I HAVE CALLED, TEXT AND EMAILED THIS COMPANY OVER 20 TIMES AND THEY HAVE NOT RESPONDED TO ANY OF MY CALLS, TEXTS OR EMAI.LS. i AM DEMANDING A FULL REFUND TO MY CREDIT CARD

  Customer response

  05/10/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Sundays for Dogs, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  **********
  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I received a marketing email as an active subscriber to their dog food. The email included an advertisement for 30% off with a CTA button to "Get 30% off Sundays". When I tapped the button to redeem it, it took me to a landing page that marketed the product. I attempted to apply it to my subscription as I normally would with other subscriptions I use, but was unable to find a space for a coupon code. I accidentally placed an early order for my dog's food and emailed the customer service email address ******************************* to ask to cancel the order or if they could apply the coupon, I'd be happy to receive the order early despite not needing it yet. The representative named ******** said my order was processed and shipped which I found odd given that I received a response within an hour or 2 of erroneously placing the order. ******** continued to explain that the 30% off coupon was for first-time orders only. This was extremely confusing given that I am an active subscriber and I received the email in my inbox offering me 30% off with no fine print indicating that I don't qualify for the offer. I checked the fine print in the email and the website I was taken to upon clicking the button in the marketing email, and nowhere does it mention that existing customers cannot use it. I provided adequate proof of the false advertisement and expressed my frustration courteously. Much to my chagrin, he replied by dismissing my frustration by saying that they would not honor it but I could refer friends and family to them if I want to get a discount. I find it confounding that there would be an ask to refer my friends and family to a place that does not honor their own marketing emails which likely qualifies as false advertising.

  Customer response

  04/19/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Sundays for Dogs, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  08/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered dog food from this company on 8/9/23. I did set up a subscription with the idea of being able to cancel at any time. First off, delivery was delayed forcing me to purchase dog food elsewhere. I also noticed right away 2 things. After creating my dogs profile, they set up your order based on that. So not until I pay do I see I am ONLY getting 144 oz. (9#) of food to feed a 65# active Siberian Husky who generally goes through around 30# per month. So that is deceptive. They say a new order will be sent every 27 days which is fine if I was getting enough to feed my dog. They claim it is $3.79 per meal which if you divide out the $199 they charge every 27 days (for ONLY 144 oz) it come to $7.37 (not sure where they went to school or who taught them to use a calculator). AND the $199 is not anywhere close to enough food for my dog for 27 days. This is false advertising twice over! So today I go in to cancel the subscription since I have NOT received my order yet and had to buy other food. I get the cancellation confirmation but they say my last shipment will be shipped on sept. 4. I cancelled before I received the first order and they already have another processed? What? How is that at all about the customer or fair. I deleted my credit card from their site and have not seen that charge appear on my credit card yet and sent them an email telling them I am done and do NOT want anything additional and they are NOT to changes me anything more, so Im hoping that will take care of that problem but am thinking I should block any further charges from them.

  Business response

  08/21/2023

  Hi *****! Thank you so much for this valuable feedback. We completely understand the issues here and would love to help!
  
  First, we apologize for the delay in receipt of your first order. At Sundays we always try to put our best paw forward and work with carriers when unforeseen issues pop up! Our team does everything we can to make things right in situations like yours and we sincerely apologize for any troubles causes by the carrier delay. 
  
  I'm not able to see the initial price per day estimates you were given at checkout, but I'm happy to chat through our feeding recommendations in an attempt to clarify! Based on a 841 daily calorie diet, we recommend feeding ***** 3/4 baking cup (about 2.7 oz) of Sundays, twice per day, but real world feeding can vary. Given these initial portions, we estimate that our 144 oz size should last ~27 days. We know all dogs are different, so our initial recommendations are meant to be a jumping off point to get ***** started on ************* with Sundays and to avoid overfeeding. If you find that ***** needs more or less than our initial recommend we can easily edit to suit real-life needs! If you would like to chat through this more, please feel free to reach out to our team! We're always here to help. 
  
  With regard to our cancellation email, we have noticed a glitch that is making it seem like we will be processing a future order, when this is not the case at all. We completely understand the frustration and confusion here. Our team is working hard to have this amended for clarity, but I have checked your account and can assure you that there will be no future orders. 
  
  Thank you for the opportunity to clarify and provide additional assistance. 

  Customer response

  09/10/2023

  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

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a one time order from Sundays as I was trying to see if my dog would Like the food. On the same day, I also Ordered a different brand of food from another vendor as I have a new puppy and trying to figure out the best food for them. Today, I see a charge from them on my card. I contact support to let them Know that I did not put an order from Sundays and to cancel the charge. This was a note time order. I get someone by the name ****** who says that I did subscribe to their services for recurring orders which is a lie. Second he continues to say they sent an email on 3/24 abt the upcoming order which is another second lie. I never received an email from them. I have gone through all my emails and found nothing. He proceeds to send a link for me to cancel a subscription which is the sketchiest link I have ever seen. I attached it here for you to see. You would think if I signed up for an account with them with recurring orders it will require an ID and password which I do not have coz I never created an account, plus a subscription will show your details of what you subscribed to and all that right? but this sketchy link I got just says we are sorry to see you go cancel. Subscription options. Lol what a joke. No personal information on there on where I signed up or what my subscription is to begin with. Then ****** proceeds to tell me that they can not refund me on an order I did not order. I am positive I did not set up a subscription as I was ordering two types of dog food to see what will work for my puppy and ended up going with the other option coz its more cost effective. I need my funds back on my account ASAP and this company can not be allowed to Do this to consumers. Unless they secretly subscribe you to their services, I did not subscribe to their food. I need to see Al the details of when I subscribed in addition to the email that was supposedly sent. Second I need to know how this subscription was done, what email was sent to tell me.

  Business response

  04/11/2023

  Hi *******,
  Thank you so much for bringing this to our attention.
  
  I just looked for you in our system and found two accounts - one of which is linked to an email address with a typo. It appears that the subscription with which the email address has a typo is the order with which you did sign up for our subscription service. The one time purchase was with a Gmail account and was purchased on February 12 and the subscription order placed was with an iCloud account, but the email address ends in "iClod" which explains why you did not receive the usual emails we send regarding subscription orders. I have edited these screenshots for privacy, but I'm happy to send you the unedited versions. 
  
  When a customer requests to cancel we send a "magic link" to sign into our website directly. We apologize if it appears sketch, but we have found it is the easiest way for customers to cancel and provide feedback. 
  
  I certainly apologize for any confusion here! We try to make our subscription management system as easy to use as possible, but we know there is always more that can be done to clarify.
  
  As a direct-to-consumer subscription service, we recognize that sometimes emails are missed and typos are made, but unfortunately, this is the primary way we have to alert all customers to their upcoming orders or anything regarding their account. We attempt to give as much of a heads up as possible, and recognize that missing emails is very frustrating. Having said that, it is the customers sole responsibility to maintain their subscription(s). When confusion or concerns arise our team does everything we can to make it right, but in this case, your renewal had already been processed and shipped making us unable to cancel it.
  
  Per Return Policy: We send an email 48 hours before your renewal to inform you, therefore we're unable to refund any unwanted renewals.
  
  Due to stringent quality control measures at our shipping facility we are not able to accept returns or exchanges. However, if you donate the unwanted shipment to a rescue or shelter and provide ** with proof of donation, we are happy to refund you 50% of the order. You can read more about the Sharing Sundays program here! This is only applicable to your most recent order. We cannot offer refunds for donated orders more than one month old.
  
  Management of subscriptions is the customers full responsibility. Sundays is not responsible for the management of the creation of multiple subscriptions, accounts created with multiple email addresses, or addresses with typos. Please make certain all of your subscriptions are canceled. Our team is always happy to help sort out any account errors or duplicates, please have patience as we do our best to get things sorted for you.
  
  A copy of this policy can be found at ********************************************************************
  
  Per our policy, we are happy to refund you 50% of the most recent renewal. Im very sorry that management of your subscription was so confusing! We are always working to improve this process, so that no unwanted surprises pop up.
  
  Thank you, again, for your attention to this matter.
  ********

  Customer response

  05/03/2023

  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 fact that they responded to my Complaint in May when the complaint was filed in March just gets to show you why the business does not care about its customers. BBB gives 10 days to respond to a complaint. Second, they failed to address that their system automatically signs you up on auto ship once you place an order. This is misleading and sales tactic that they did not address. No where was there a given warning or reminder that they signed you up for automatic shipment explains why you do not even need an account to log in or opt out. Third, I called them first thing on Monday morning and told them to cancel the shipment and they still went ahead and sent it anyways less than 48 hrs from when they sent the message to the wrong email address.  I called because I saw the charge on my card. This is unacceptable and no company whatsoever should sign you up on automatic shipment when ordering something from them, it is so wrong. 

   

   

   

   

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

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

  Business response

  05/04/2023

  Hi *******! I'd love to help further here. I actually responded to your complaint in early April, so I apologize if the BBB process has made this even more frustrating. 
  
  When you go through our questionnaire, at check-out, our system informs you that you are signing up for a subscription. In an attempt over communicate this, the order confirmation email also says that you should expect to receive deliveries every 4-5 weeks. 
  
  Unfortunately, since you signed up for our service with an email address that has a typo in it, you did not receive our usual communication about the subscription. As you can see in the email we sent to the email address that you signed up with, this says that after Sunday, we will not be able to make changes. When you called on Monday morning, the order had already been shipped. 
  
  I understand that you did not intend to sign up for a subscription, particularly with an email address that has a typo. However, per our Terms of **** ********** of subscriptions is the full responsibility of the customer. ******************** and ********************** employees are not responsible for the ********** or the creation of multiple subscriptions, accounts created with multiple email addresses, or email addresses with typos. Having said that our team is always happy to help sort out any account errors or duplicates, please have patience as we do our best to get things sorted for you! 
  
  I have submitted evidence for the dispute that you filed with your credit card company. Unfortunately, when there is an active dispute on a charge that charge is not able to be refunded. If your credit card company rules in your favor you will be full reimbursed for this order. If your credit card company rules in our favor, I am still happy to refund you 50% of this order, as promised in my original response. 
  
  Thank you for your feedback as our team works to grow and improve our policies. 
  ********

  Customer response

  05/08/2023

  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 receipt you just showed, it never got sent to me. Secondly, you are still failing to address the fact that your system automatically signs up people while they are in the process of ordering. This is predatory and misrepresentation and this is what I have an issue with. You are preying on people, its not right, its not legal period. Third, the fact that your system can also claim that it sends an email to a wrong domain baffles me, I understand if there was a typo on the email part but on the domain? c'mon, that email went nowhere so once again you can not claim that the email was sent. Show me proof of receipt notice coz i bet you it said unable to deliver to this address.  I will take this to the ** if I need to and am fully aware of all other processes I have taken so I do not need a reminder,  give me my full refund.

   

   

   

   

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

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

• Initial Complaint

  10/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Sundays ordering system past the initial set up is ****** confusing and meant to entrap customers. Their emails routinely go to SPAM because of their poor formatting and naming convention that are automatically flagged by email servers. I had a number of issues in September when trying to order food for my pet. After finally getting the order placed correctly, my shipment was left in the warehouse over the weekend although it was guaranteed to have already shipped. When contacted the company admitted fault and sent a double shipment of the dog's food and acknowledged that I would have two shipments of food. Their employee then neglected to put in the skip for the next shipment as I already had two. The "automatic renewal" email they sent out went straight to junk because of their poor formatting choices. I am currently moving out of state and have not been able to regularly check my email. I then finally get a message that says I had a delivery of their food arrive and a charge of ******. As I do not live there anymore and cannot afford 400 in dog food I cant readily use, I contacted them immediately. I offered to have them returned and as with others who have reported they claim their food is perishable, though they also say it has a shelf life of over a year, they refused the return. The customer service agent is abrasive and confrontational. I would like a full refund and an avenue for returning their unopened product.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Aug 2, 2022 I signed up for delivery every 25 days of 144oz chicken, and 144oz beef dog food. The initial order was delivered on Aug 9. On Aug 11 I contacted the company that the order was missing half of the chicken (only received 72 oz). They initiated replacement order, but unbeknownst to me, also seem to have added additional order of 144oz beef every 5 days. While on vacation 3 of the unauthorized orders were delivered to my office and 3 $199 charges were made against my credit card. When I returned to the office and saw the amount of dog food that had been delivered, I tried to ascertain what was going on, initially thinking it was a mistake in how many boxes were sent to correct the shortage of the initial order. When I checked my CC statement, I saw the three $199 every 5 days charges, and contacted Sundays for Dogs to inquire. I explained that the amount I approved was $199 for beef and $179 for chicken every 25 days, and had never requested an additional beef order every 5 days. I offered to send the unwanted packages, which were still unopened and in the original shipping boxes, back to the company. I was told I had subscribed to both beef orders (I did not) and that they wouldn't accept a return because their dog food is perishable. Though they also then stated that the dog food is good for a year if unopened so I would have time to use the unwanted product. I am more than willing to return the unopened, unused beef orders that were sent and charged without my approval, back to the company, and I would ask for a refund of the 3 $199 charges. As it stands the charges to my credit card are as follows: Aug 2 $189 (approved original order w/discount offer for 144oz beef and 144oz chicken), Aug 12 $199 unapproved beef, Aug 17 $199 unapproved beef, Aug 22 $199 unapproved beef, Aug 27 $199 (2nd approved beef order) and Aug 27 $179 (approved 2nd chicken order). Again, I would request a return/refund of the 3 unapproved $199 beef orders.

  Business response

  09/12/2022

  Hi ****! Since you had 2 subscriptions (one for Chicken and one for Beef), set a different shipping frequencies, we have sent multiple invoice emails alerting you to the renewals of your 2 auto-ship subscriptions. Since we did not hear from you until recently (Sept 2nd) about cancelling, all the previous orders processed as normal.
  
  Your Beef subscription (for *****) was scheduled for renewals every 10 days, and since we invoice 6 days before the order processes to give you plenty of time to cancel or change the order, the orders did ship in pretty quick succession. Having said that, we did send renewal warnings before each of these orders, allowing 2 days for cancellation requests. Since changes were not made, we're unable to refund these orders. 
  
  Your Chicken subscription (for ****) was scheduled for every 25 days, so we understand how could be confusing, but management of multiple subscriptions is the customer's full responsibility, as indicated in our Return and Refund policy. 
  
  While it is outside of our policy, if you would like to refuse them by taking them back to the carrier, you're welcome to do so. However, a refund will take a bit longer, since our facility is not set up to receive returns and requires a great deal of additional steps. As soon as we receive word from our facility that the orders have arrived, we will be happy to refund you. 

  Customer response

  09/19/2022

  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 will be resolved if they honor the return, and refund the amount of the three orders sent every 5 days, at $199 an order. The orders sent every 5 days were supposed to ship every 2 weeks (14 days) per the confirmation email for the original shipment. They admit here that the orders were supposed to ship every 10 days (though that contradicts the original order of every 25, and then the first email stating every 2 weeks), and then they sent the orders every 5 days, so not every 25, 14, nor the 10 days they write here in their response. I will have to 'refuse' the order with the *** driver who delivered the packages, and will do so with his next delivery. I do not consider this issue resolved until the 3 orders at $199 each have been refunded.
  
  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. ↩