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

Spot & Tango

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Supplies.

Complaints

Customer Complaints Summary

  • 31 total complaints in the last 3 years.
  • 2 complaints 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:03/10/2025

    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.
    Purchased what I believe was a one time purchase for dog food and was shocked to see a second order show up on my doorstep whichI never saw a trial and its not visible on the website at least not to this consumer. Its very expensive and was charged another over $200for a second Shipment and their policy is no returns whatsoever.

    Business Response

    Date: 03/12/2025

    I apologize for any confusion during the sign up and checkout process. We do include multiple disclaimers on the site and check out page that explain we're a subscription based service and that by signing up you're agreeing to automatic recurring shipments. I've included an example of that check out screen for your reference. As my team explained during your correspondence with us, we do not accept returns or exchanges due to the nature of our fresh food product. As a courtesy, my team has processed a refund for 50% of your order ($132.06) which was fulfilled and delivered Thursday March 6th. You were instructed to either keep the food at half cost or donate it to a local shelter if you're unable to use it. 

    We do our best to communicate regarding your account status and upcoming shipment schedule. An email reminder is sent 3 days prior to your order processing date (you should have received this February 26th). You can also view, manage, or cancel your subscription at any time by logging into your customer portal. The deadline to make any changes to your order or stop shipment was February 28th, at 5p EST. 

  • Initial Complaint

    Date:05/20/2024

    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 a puppy that is a picky eater so i've been trying different dog foods. This company has a sample bag so I got it. Two weeks later a $84. charge appeared on my bank account. I am on a fixed income and contacted the comany to return the food that I don't even have yet. They are giving me back 50% and I can't afford to pay $42 for food he won't eat. I didn't read the fine print as everyother company gives you a full rfund if I donate to food to a shelter. I need all my money back. Can you help me.

    Business Response

    Date: 05/20/2024

    Thank you for taking the time to provide feedback on your experience. I apologize for any confusion during the sign up and checkout process. Spot & Tango is a subscription based service and we do highlight that in multiple places. I've included an example of our checkout screen for reference. There are 2 locations on this page alone that disclose you're signing up for a subscription service by purchasing a trial of Spot & Tango.

    An email reminder is also send 3 days prior to your order processing date. During your phone call with our customer service team you disclosed that you did receive that email. At this time your account has been canceled per your request and as a courtesy we've refunded you 50% of your order. The shipment will still be delivered (at half cost) as we're unable to cancel it and we do not accept returns. If your pup doesn't like the food we just ask that you donate it to your local animal shelter or rescue.

  • Initial Complaint

    Date:02/13/2024

    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.
    Spot and Tango is scamming people. I did not sign up for an account! I do not have an account! Like countless others they put me on autoship for an account that I dont have access to. They auto shipped both a supplement and food after two weeks and it is COMPLETE FRAUD TO SAY THAT I authorized it because I didnt. They should refund 100% not 50% because I did NOT Authorize the renewal! I am alerting my financial institution as well.

    Business Response

    Date: 02/13/2024

    Thank you for reaching out today and speaking with one of our **************** Specialists. As explained on the phone, your trial order was the beginning of a subscription service and the order processed was a result of your enrollment at checkout. Were sorry for any confusion and as a courtesy have refunded you 50% of your order. Weve attached an example of our trial order checkout screen which highlights our terms disclosure and the promise of an upcoming full size order. At this time your subscription is now canceled per your request and no additional orders will be shipped to you. 

  • Initial Complaint

    Date:01/11/2024

    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.
    On Friday 12/15/23 I ordered a trial of dog food (ORDER #*******) from Spot and Tango for $111.08 USD. Then on 12/26 (the day after Christmas) I was sent an email from Spot and Tango notifying me of a recurring subscription order totaling $223.96 USD (!!!!) set to ship and gave me only 3 days to change the order. I did not order another product, nor did I want to automatically sign up for a recurring subscription when I hadn't even tried the first product yet. I did not see this email until 12/29 after I returned from international holiday travel, and missed the window to change my recurring subscription order (which I never wanted nor chose in the first place). I was very disgusted at having been signed up for a subscription that I did not want and asked for a full refund in the amount of $335.04 USD and explained that the products are unopened and unused. I was told that the company cannot give me a full refund, which is ludicrous to me and very unfair. I would like a full refund in the amount of $335.04 USD for these unused products, which I will happily send back, and ask that this company make this subscription more transparent and to not sign people up for a subscription when they just want to try a product before committing to it. Thank you for your help.

    Business Response

    Date: 01/11/2024

    *****, 

    Thank you for taking the time to share your feedback with us. We're sorry to hear that your experience was less than perfect. As a courtesy, prior to receiving proof of donation, we've refunded you 50% of your most recent order, which was offered to you as part of our donation program when speaking with ***************** As you mentioned, we did notify you 3 days prior to your recurring shipment processing and I've attached examples from both our checkout screen and cancellation FAQ which clearly state that Spot & Tango is a subscription based business and that by processing your trial order you agree to automatic shipments. 

    Kind regards, 

  • Initial Complaint

    Date:12/15/2023

    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.
    This company is a huge scam just like others I agreed to pay for a trial on their dog food, my dogs didnt like it, I cancelled the trial and they proceeded to charge me $340 for more of the food my dogs didnt like. Why spend $450 on kibble each month for two dogs who has that kind of money? Especially if my dogs dont like it. I see numerous similar complaints on BBB and will be going to my bank because they wont even let you speak to a real person

    Business Response

    Date: 12/15/2023

    Hi *******, 

    Thank you for taking the time to give our team this feedback. It looks like you did not cancel your subscription before your 2nd order was charged, however, our team did make an exception and provided a full refund for you. Our Customer Experience team did reach out to you at the time you had scheduled the phone call (December 14th, 2023 at 4:02p EST), but you did not answer. Our team member left a voicemail and followed up with you via email. 

    If you require any further assistance, please feel free to reach out to our team by emailing ******************************** Thank you! 


  • Initial Complaint

    Date:11/20/2023

    Type:Delivery 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.
    In July of 2023 I ordered a sample. My dog did not like the food at all. Now today I have a delivery from Spot and Tango. I did not order this food! I tried calling BEFORE 6pm and there was only a recording. How this account was changed to ACTIVE is beyond me. Why would I place an order for $169.07 for food for my dog when he dislikes it!!I will not pay $1.00 for this order that I did not place. Maybe some people can afford to spend $169.07 for 28 days of dog food, but I cant!!!I want a FULL REFUND! I am not the only person this has happened to!!

    Business Response

    Date: 11/20/2023

    Hi ******! 

    Thank you for reaching out. Out team has completed an investigation and found that you logged into your portal on October 11th, 2023 and reactivated your subscription to our fresh dog food. We apologize if that was not your intention and have made an exception to our subscription policies to provide you a full refund. Please be on the lookout for an email confirming those details. Thank you again. 

    Best,

    Spot & Tango

  • Initial Complaint

    Date:09/29/2023

    Type:Delivery 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.
    Ordered dog food from an online company and when I received the order it was small. Then they went ahead and withdrew ****** from my checking and would not refund my money. Even tho I haven't received the item. I canceled them immediately when I got the little sample. I did not authorize 197.

    Business Response

    Date: 10/02/2023

    Thank you for sharing your feedback with us. Spot & Tango is a subscription based dog food service. We're so sorry for the inconvenience your first recurring order caused. Unfortunately your order processed the day before you reached out and requested to cancel. Our records indicate the order was delivered this past Friday, 9/29. Please let us know if you did not receive it. As a courtesy, we've refunded you 50% of your order cost. You should see that credit returned to your payment method within 3-5 business days. If there's anything else we can do, please feel free to reach out to our customer service team. 

  • Initial Complaint

    Date:08/30/2023

    Type:Service or Repair 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 wanted to order dog food with promo for my dog. I was told I didnt qualify, I understood and cancelled my order. My previous subscription accidentally aciticsted and the order actually initiated and shipped unbeknownst to me. I contacted the company and even manament they refused to cancel order and refuse to allow me to reject the shipment so that I didnt assume shipment. I dont want the food. Lastly I offered to take the food at the original promo they insisted I donate the food and provide them a receipt and then they would offer me half the price. !! Make no sense , we have rights in America. I refuse to be forced to buy something where are my rights as a consumer. I want a full refund.

    Business Response

    Date: 08/31/2023

    We apologize for your recent experience with us. A full refund has been processed and funds should return to your payment method within 3-5 business days. If there's anything else we can do, please feel free to reach out to customer service. 

  • Initial Complaint

    Date:08/08/2023

    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.
    #****** Date Jul 25th, 2023 I ordered a trial/sample of cod/salmon food for my dog. Within days I received the order and within 2 days I canceled my subscription due to my dog not tolerating the food due to allergies that must be in the food. She is itching very badly and has spots of irritation all over her entire body. Due to this I canceled my account to not have continual orders or shipments. I did not authorize $293 charge for 4 weeks of dog food after my trial was canceled. There must be a mistake or I was auto renewed or enrolled into a new subscription. I was told I would receive a 50% refund because they cannot return the items due to its perishable nature and that I only had until 5PM yesterday to apprently change or cancel future orders when I had already canceled many days prior. The shipment hasnt even been placed; just the order. I DO NOT want the food. I will not be giving this to my dog. She has been advised by a Doctor of veterinary medicine to stop this food IMMEDIATELY, please provide me 100% refund I did not authorize this payment, shipment or subscription after my trial.

    Business Response

    Date: 08/23/2023

    We're sorry for your experience with our food and truly hope your dog is feeling better. As of August 9th, ********************************** full. If there is anything else we can do to help, please feel free to reach out. 

  • Initial Complaint

    Date:03/16/2023

    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 subscribed to Spot and Tango Beef and Barley Unkibble and chicken unkibble formula. I received my batch for food the week of March 8, 2023. I started feeding my dogs the beef and barley formula March 8th. By morning of March 9th my older dog was throwing up and proceeded to only become sicker. She was having seizures vomiting, diarrhea. Etc. By March 13th she was dead. We didnt think it was the food at the time just maybe her age. But as of today after feeding my other dog the same formula he is now throwing up.I reached out to their call center as they have no other means of contact. I asked if I could provide the batch number in return for the test results for that batch. My hope is to rule out the food being an issue. Which should not be hard to do since they insist and promise that they test every batch. The woman on the phone just kept repeating a script. When I asked to speak to a supervisor she refused and said that wasnt possible.All I want is proof of testing on a specific batch of food. If they truly test like they claim. That shouldnt be an issue. I truly think this company is something we need to worry about as they have no means of being held accountable and they dont seem to care about their customers or health of their dogs.

Spot & Tango 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.