ComplaintsforOllie Pets Inc.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I signed up for Ollie and the box was about $35 for a starter box. I then clicked hold on account because it attempted to charge me quickly and my dog had not even fully tried food to make sure there were no complications. On 10/8 I attempted to cancel box, however Ollie website is hard to navigate and according to them I clicked ship ASAP but then also hit cancel right after. I sent email and text regarding this and because they were closed on a Sunday they didnt get back to me. I called at 9:24am the next day and according to them they open at 9am and had already loaded the food on food truck and had not read my email or text. I requested an immediate refund and they denied me. I was charged $274!! For dog food which isnt clearly spelled out on their site.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sep 2, 2023, I ordered Ollie food. Order number #*******. I received an email stating I would receive the food by Sep 7, 2023. When I didn't receive it, I emailed asking about the order. I then received a shipping notification that it would now be arriving on 9 Sep, 2023. I was home when it arrived and as soon as it was delivered, I unboxed it. There was absolutely no dry ice left in the box. The box was wet inside. Some packages of the fresh food was actual mush. Some packages were cold. None were frozen solid as should be. I emailed the company to let them know of this, along with sending pictures. I was told not to re-freeze them, but to put them in the fridge and use within 4 days. This was a month supply of food and no way to use all of them in 4 days. At this point, I don't want to chance the delivery process and end up not having food for my dog. I've received an apology, and an offer for 60% off the next order. I've sent several email messages asking for a refund, but have not received one. In addition to this, I had given Ollie a chance a year prior to this. The food amount didn't seem enough for my dog, so I contacted the company. They stated they made a mistake and I should feed my dog double the amount. This is a serious nutrition issue. That is why I didn't continue with the food at that time. I had decided to give Ollie another chance, but very disappointed again this time. I'm simply asking for a refund.

  Customer response

  09/15/2023

  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,
  
  *************************
  
  
  
   
  
  

  Customer response

  09/18/2023

  At this time, I have been contacted directly by Ollie Pets Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

   

   

  The company took care of the issue. I've closed the complaint. Thank you
  
  On Sep 15, 2023, at 3:01 PM, VT <*********************> wrote:

   

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

  Sincerely,

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

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I AM REQUESTING THIS SUBSCRIPTION FOR ********** BE CANCELLED AND MY CREDIT CARD REFUNDED FOR THESE 2 BOXES YOU SHIPPED. THEY ARRIVED SOAKING WET, THE ICE INSIDE BUSTED AND MELTED, SEVERAL PACKAGE SMASHED AND OOZING FOOD OUT OF THE PLASTIC, SOME OF THEM DRIPPING FOOD LIQUID OUT OF THE PLASTIC...ITS ALL CONTAMINATED, I AM REQUESTING A FULL REFUND FOR THIS ENTIRE ORDER AND MY SUBSCRIPTION FULLY CANCELLED--Order #*******

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a complaint with Ollie about their food causing my dog diarrhea. I was given the run around told that formulas were not changed but she had never had diarrhea from past orders. I tried to return the product and get a refund to no avail. Since the my dog has been having diarrhea for a month and it has cost me over $1100 in vet bills. I am seeking a refund on the product and compensation for severe health effects on my dog.

  Business response

  01/12/2022

  These are the interactions we have had with the customer:

  
  8/31 - Customer advised due to her dog gut sensitivity, the beef recipe was not working out and she wanted to have the 3 packs replaced. The Ollie customer service agent refunded her $22.88 and moved up her next delivery to avoid any empty bellies. Customer expressed satisfaction with this resolution

  
  12/8 - Customer advised she believed the recipe changed due to her pup's reaction to the turkey meal. Ollie is going through a rebrand so all recipes received new labels highlighting the protein and the fruit or vegetable prominent in that recipe. We explained this to the customer; however she believes the recipe had changed as her pup's reaction to the meal was not pleasant. She requested a call back. We attempted call backs on 12/14 (twice) and 12/15 (twice). 

  
  12/15 - Customer called in to cancel and explained the reason was due to the change in the recipe. The Ollie agent explained the recipes had not changed. Customer requested to cancel subscription.

  Customer has not made a request for vet **** reimbursement to Ollie directly.  We are happy to review the customer's request if she would provide a detailed **** along with a detailed diagnosis from her vet regarding this issue.

*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. ↩