ComplaintsforSpectrum Brands - Pet, Home and Garden Division

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an email from ****** about the Furminator de-shedding shampoo that has been recalled. I also got an email from the company. I went on the website and registered. It asked me for information about the product and to make sure I put it in the trash to get a refund. I did all of the following, and I checked their site a couple of days later. Their registration website said my item was not affected, but I had already thrown it away because it was within the range of items infected and was a requirement. I am out of the money I spent on the product and the product itself because this company could not correctly set up a recall. I lost money because I didn't want to risk my or my dog's health. They should have asked the buyer to hold onto the item until they confirmed it was affected and not to make the buyer give evidence of throwing away the item to receive a refund. Now I have to go out of my way to get a refund because I can't put a claim on ******.

  Business response

  07/17/2024

  Hello ****, Thank you for reaching out and bringing this matter to our attention. We understand your concerns and apologize for any inconvenience you may have experienced.We would like to clarify that the information you received from ****** regarding the recall of the Furminator de-shedding shampoo was incorrect. The notice you received from ****** was not issued or provided by Spectrum Brands. Unfortunately, ****** mistakenly included the shampoo in their notice, which caused unnecessary confusion and concern.Upon further investigation, we confirm that the Furminator de-shedding shampoo you purchased was not part of any recall. We apologize for the misinformation and the subsequent inconvenience it has caused you, including the disposal of the product and the resulting financial loss.I will be contacting you directly at the email you provided to discuss what options we have to help you with the discarded shampoo.   Thank you, **** ******Consumer Relations Manager

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 14th of 2024 I purchased the good and fun dog treats for my dogs. My dogs immediately got sick after eating the dog treats. It especially affected my pregnant female Yorkie. So bad that I had to take her to the vet because she stopped eating and was continuously vomiting and having diarrhea. I contacted this company on the 29th because the same thing happened three times after my dogs eating these snacks. The person that I spoke to was very rude finally there was a ******* that reached out to me. She also made promises that she never kept everything she asked me for I complied with that bill picture of the snacks even returned the snacks via ***** after falling a complaint with the Better Business Bureau because she told me she would call me back with the information and she never did. She called me back and told me she received my complaint so I'm assuming that's the only reason why she called me back. My dog stop eating from May 14th until she delivered those puppies June 4th. One puppy born dead second puppy underweight only lived less than 2 weeks. Now I can't get any comply from the company my emails go unanswered and my phone messages never get returned this company has cost me a total of $604. And now they are avoiding me like the plague the veterinarian explain to me that my dog ended up with pancreatitis from something she ate. This is costing me a lot of money for the loss of the two dogs A total of $2,400. Now when I call a gentleman answers the phone and very rude and yelling at me. The second time I called I was told that they would forward the information to ******* supervisor and someone would contact me it's been one week and I've heard from no one via email or telephone.

  Business response

  07/01/2024

  Hello ******, As ******* mentioned, our Quality Assurance team is currently in the process of conducting a thorough inspection and investigation of your experience and a comprehensive review of manufacturing records.  That this time, this is an ongoing process but there is a preliminary observation that is inconsistent with your initial complaint. The first observation is the vet chart, that you provided, mentions that your dog ate moldy treats 2 weeks prior to the vet visit.  The product that you sent pictures of and later returned for our facility for inspection is not moldy.  I have attached the vet records and the picture of the treats that you sent to this complaint for your convenience.  Since the treats you sent to us are not moldy, there is uncertainty in how our product is involved in what you are reporting.   As stated above, the investigation is still ongoing but at this time there is not an objective connection between what your dog experience and the Good n Fun product. 

  Customer response

  07/03/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appeal. And 100% do not agree with it. I am not the only one who has received unexpired molded Good n fun dog treats I have proof of them being molded.  There are other buyer that experienced the same thing with these dog treats. If you look up the reviews on ****** you will find the same complaint of 11 other buyer. I have pictures of what I sent back to them. I also kept a few, because I knew the would try something like this from the way they spoke to me when I called them.  Regards ****** *************

  Business response

  07/09/2024

  ******, We are aware of what some ****** reviews have mentioned about possible mold on the kabobs, what is shown in the screenshots of reviews you provided has been proven to be a naturally occurring amino acid and salt residue that poses no harm.  That being said, the kabobs that you returned to our facility do not show any evidence of mold or the previously mentioned amino acid and salt residue. I have attached the picture of the treats you sent to us, as well as pictures of the returned bag of kabobs.  They is nothing present in any of the pictures to support your claim of mold.  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  FURminator has issued a recall on their product FURminator Deshedding Conditioner (1) Gallon. I provided all the information they required, including a receipt. They are not completing my registration because I sent a picture of the bottle and another picture of my name, date and initials. They say they must have a single picture of both these items. I cannot do this because I disposed the contaminated bottle once all the pictures were sent, per their instructions. I hope you can help me resolve this issue. Sincerely, **** ********

  Business response

  07/01/2024

  Hello ****, Our recall department has informed me that there was a mistake, and your refund has now been submitted.   I apologize for the inconvenience. Thank you,**** ******Consumer Relations Manager

  Customer response

  07/26/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Just to let you know I have not received the refund yet. 

  Business response

  07/26/2024

  ****,Thank you for meeting us know.  Refund checks have been processed and are being sent ****.  You should be receiving the check in the next week or two.

  Customer response

  07/26/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** ********

  Customer response

  09/03/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. FYI Still waiting on a check from Spectrum Regards, ****  

  Business response

  09/05/2024

  I have confirmation from our recall department that a second refund check has been submitted for processing.   The initial refund check that was processed beginning of July has been voided, due to you not receiving it.   The check will be mailed to the address you provided in a plain white envelope with Spectrum Brands printed top left.  Please allow 2-3 weeks before receiving the check due to processing, printing and mailing. 

  Customer response

  09/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.   I received the check.  Thank you for all your help.****

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I have 3 broken heaters from Marineland. I would like to get them replaced

  Business response

  03/21/2024

  For warranty support please contact us at ***************  Our hours are M-F 8:00am-5:30pm EST.  We can also be reached via the Contact Us form on Marineland.com 

  Customer response

  04/04/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  My rebuttal would be to humbly request since my receipts were faded and illegible to please as a gesture of good will accept my photos of the heaters with the cords cut if they would honor the lifetime warranty with that.  Please.  Thank you. 

  Business response

  04/05/2024

  ****, Please contact us directly for warranty support at ************ or *************   Our representatives will be able to explain the warranty process and help you get replacements. 

  Customer response

  04/07/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. They did not honor the recall on the Marineland Stealth Heaters for me.   I sent pictures 2 months ago, and they didn't even notify me of the recall on those heaters and deliberately delayed telling me so.   I had to google my heater, which is how I found out it was recalled.   I thought it very deceptive and sneaky not to tell me that the heater was recalled and warn me against the risk of electric shock.   Now, they demand that I show a picture cutting the cord, but I have since misplaced the heater as that picture was taken 2 months ago when the process was begun.   Had they told me right away, I would have done it, but because of all their delays, now they say I'm out of luck.  Now, they use it as an excuse to not honor the recall/warranty on the 150 watt Stealth Heater that I owned.   Every step along the way, they make up excuses not to honor their so called "Lifetime Warranty" against all my Marineland Heaters that have been doomed to fail.   Out of all the brands of heaters that I own, this is the only brand in which EVERY SINGLE heater has failed.   Regards, **** ****

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought "Jungle labs no more algae" tablets. I put the correct amount in my fish tank and the next morning all of my fish were dead. It states it is safe for fish. It is not safe for fish. Everything was dead in there.

  Business response

  03/21/2024

  Hi ******, We are saddened to hear about your fish, as aquarium hobbyists ourselves we never want to hear about the loss of fish. Jungle No More Algae is indeed safe for fish when used in a freshwater aquarium, as stated in the directions, and when using the proper dosage.   Based on the information you previously provided to us, you used the product with a saltwater aquarium.  This is not the intended use of the product. I have attached an image of the back label and directions for Jungle No More Algae, you will see that freshwater aquariums are called in the directions: "No More Algae Tank Buddies helps inhibit the growth of many types of algae in freshwater aquariums, including suspended algae blooms and algae which grow on the sides of glass and acrylic tanks."Thank you, **** ******Consumer Relations Manager

  Customer response

  03/21/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It does not say for freshwater only. I have also seen other reviews that it killed fish in others aquariums that were freshwater. It is not a safe product. If it is supposed to be for freshwater it needs to state that on the box. Not a general statement on the back of the box in the directions There needs to a warning. I don't agree with your response.  Regards, ****** *****

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought Marineland® Visi-Therm Submersible Aquarium Heater about 2 years ago from ********. States it has a lifetime warranty. Woke up one morning and all 30 of my fish were dead in my 75 gallon tank. Went to retrieve fish and the water was extremely hot. Pulled the heater out and it was set properly but was visibly smo****. The amount include the heater and fish costs Heater $60 and fish $500 I have made a warranty claim and the company will not respond.

  Business response

  03/06/2024

  Hi *****, We take matters like this very seriously and will be contacting you directly for more information about what happened to your aquarium heater. Thank you, **** ******Consumer Relations Manager

  Customer response

  03/07/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I have provided them with all the requested information and reached out several times and have not been communicated with at all after submission.  Regards, ***** ****

  Business response

  03/08/2024

  Hi *****, A replacement heater has been ordered for you.  Someone will reach out with an update on your case. Thank you, **** ******Consumer Relations Manager

  Customer response

  03/08/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.the heater is the least of my concerns. It boiled 30 of my fish alive.  Regards, ***** ****

  Business response

  03/13/2024

  *****, I understand your frustration regarding your fish.  Unfortunately, this is not something covered under warranty. I have attached the instruction manual containing the exact warranty for the Marineland Precision Heater.  As you will see the warranty only applies to the product and not loss of fish. If you can send us receipts for the you lost and proof of what fish you had, i.e. picture of the aquarium with fish, we can take it under consideration.  This would strictly be as a courtesy, in addition to the replacement of the product. Thank you, **** ******Consumer Relations Manager

  Customer response

  03/14/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. It is absurd to think someone would keep receipts after the fish warranty was up. Your product was directly responsible the death of all our fish which are our family pets that we invested money and countless time in and the whole purpose of your product was to keep them safe and well. I will send a photo when I can find it. It is ridiculous I have to in the first place. I hate that companies can’t just accept responsibility and not make a deal out of it. Would love to see a company just do what’s right as a “courtesy” Regards, ***** ****

  Business response

  03/19/2024

  Hello *****, We did receive the video showing some fish in the aquarium.   As previously stated in the reply on March 13th, "If you can send us receipts for the you lost and proof of what fish you had, i.e. picture of the aquarium with fish, we can take it under consideration" we have yet to receive anything to show the cost of the fish you are claiming. We cannot accommodate your alleged $500 in fish loss based strictly on your estimate of the fish without something to show what was paid and what was lost. This has been communicated several times and it is our understanding that you do not have anything that would show what fish you are claiming to have lost, and the price paid. Also mentioned in the March 13th reply was the warranty for this product and what is covered under warranty.   Fish loss is not covered by the product's warranty, although we have attempted to offer you a reimbursement, as a courtesy. Thank you, **** ******Consumer Relations Manager 

  Customer response

  03/19/2024

  Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have stated several times that is absurd to think someone would hold on to those receipts after the store warranty on the fish was over. I provided as requested a detailed list of quantity, type and price of each fish and the price came from the current prices listed at ******** which is where the heater that killed these “$500” in fish and the fish came from. it’s funny $500 is absurd for your company but not for a 12 year boy that bought all those fish with his allowance to just have to suck up and deal with. Also, the detailed list I sent your company was under $150.Fish Quanity Unit Price Price Yo-yo Loach 1 5.49 5.49Clown Pleco 1 9.99 9.99Bristle Nose Pleco 1 6.99 6.99Kuhli Loaches 4 3.99 15.96Cory Catchfish 2 5.99 11.98Neon Tetra 6 2.79 16.74Black Skirt Tetras 5 3.99 19.95Cherry Barb 1 2.99 2.99Long Finned Zebra Danios 4 2.49 9.96X-Ray Tetra 4 4.99 19.96Fancy Fin Guppy (Male) 2 3.99 7.98Sub-total 127.99 ** Tax 8.64Total 136.63 Regards,  ***** ****

  Business response

  03/26/2024

  *****, I understand your frustration.   As I have stated prior, the warranty does not cover fish that may or may not have lost as a result of the heater.   This is clearly stated in the warranty information I also provided. As a courtesy, we had offered to see what we could do to help with the fish, but we would need a receipt to show exactly what you purchased.  To this point all we have received is a list you typed of the fish you allegedly had in your aquarium.   We have nothing to show these are the fish you actually had in your aquarium. You did send a short video though the majority of the fish you listed were not seen in the video. Without a form of proof to the fish you had and the price you paid I'm not sure what you expect us to use for any sort of courtesy compensation.  We cannot offer a reimbursement blindly on the list you proved. Thank you, **** ******Consumer Relations Manager

  Customer response

  03/26/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. You misrepresent info you are stating. All fish are seen in video and fish bought from same store as heater. please provide reimbursement for the fish your product malfunctioned and killed.  Regards, ***** ****

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a fish tank Marineland tank at local pet store. Tank came with warranty. Tank failed due to faulty seal. Video and photos sent ******* ****** of Marineland warranty. Several emails was exchanged with ******* ****** which went fairly smooth. Then a several weeks past with no settlement check received. Email sent to ******* ****** twice requesting date of settlement payment send out date with no response. Marineland Customer service was contacted on 01/29/2024. Now speaking to ******* ******* supervisor of Marineland warranty department.

  Business response

  01/30/2024

  Hello ****, A reimbursement check was mailed to the address you provided on 12/5/2023.   We are in the process of verifying this check was not cashed before reissuing.  The verification usually takes a few days and once it is confirmed the outstanding check was not cashed and can be voided we will reissue.   Thank you, **** ******Consumer Relations Manager

  Customer response

  02/02/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The communication with the company is slow and replies to emails are not met on the companies behalf. The company it's self has offered no proof of "pay out" of warranty. The company claims it was mailed on 12/05/2023. The company keeps going over protocol, which I understand. However, again they offer no proof that a check was ever made out. So at this point. Till another check is provided I will not close out my BBB claim. Regards, **** *******

  Business response

  02/27/2024

  He has received the check and it was cashed on 2/12/2024.

  Customer response

  02/27/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory. Warranty check was provided and cashed. Please move forward with closing of the disagreement complaint  Regards, **** *******

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  WARNING WARNING WARNING. **** ******. Consumer Relations Manager ******* *******. (Consumer Relations Supervisor) This complaint is regarding an issue with spectrum brands (aqua-tech) filters I purchased an aquarium filter from this brand that was still under warranty. Less than 6 month old!! After contacting spectrum brands it was a complete nightmare. I asked multiple times for a resolution on the warranty of my product. ******* explains to me that there is only ONE WAY AND ONE WAY only to address the warranty!! She explained that I need to take a photo of the power cord cut with the model number of the filter in the same photo. (Have emails of her telling me that’s absolutely the only way) From that point, I asked ******* to please provide me with her managers, name, phone number and or email address anyway to possibly get in contact with him. She absolutely refused to provide me his email phone number or any way to get in contact. Asked multiple times (have emails) After contacting the company on my own, and reaching out to someone else, I was provided with the information that her manager is named **** ******, I then get in contact with him to explain the situation. He then explains to me that there is other options for the warranty on the filter such as send it back through the mail. (Exactly what ******* the supervising Agent said is not an option) kinda confused there? (Also have emails) At this point there is absolutely no responsibility taken for the misleading information from their supervisor *******. **** ****** has done nothing to make this right. I’m still without a working product (have sent multiple emails to him without reply) have proof of emails. I have also filed this complaint with the consumer protection agency, as well as Google reviews.

  Business response

  10/31/2023

  Mr. ******* have not provided any of the requested information needed for a warranty replacement.   The requested information was a clear picture of the receipt showing the item, date and retailer where purchased.   Also, a picture of the item's power cord cut was requested to show that the item was disabled and not to be used again. These are the standard procedure for warranty replacements.  A picture was sent by Mr. ******* of the receipt, but it did not show all of the requested information. When it was clear Mr. ******* was unable and/or unwilling to provide the requested information, alternatives such as shipping the item to our facility were presented by the supervisor and manager. Mr. ******* was offered a courtesy replacement, without the requested information, by the manager but he refused the replacement stating: "As far as this issue is concerned!! I will get those photos to you. Don’t worry about getting a replacement sent out. NOT NEEDED." The email, titled "FW Issues regarding spectrum brands" where Mr. ******* refused the replacement is attached to this BBB complaint.  Mr. ******* has stated repeatedly that he does not want the courtesy replacement. At this point we still have not received the requested information and with the refusal to the courtesy replacement, we are left with few options for resolution.  If Mr. ******* has changed his mind about the replacement then please attach a clear picture of the receipt and item's power cord cut to this BBB complaint. 

  Customer response

  10/31/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ********* ******* 1st: first things first let’s not leave the first question unanswered. Why was I lied to by your employees stating that mailing the unit back is absolutely never an option? When I’m fact it is an option. 2nd:I have attached a photo of the full receipt for reference. 3rd: broken unit has been disposed of! This has been going on for months now. 4th: I also included the photos showing I was indeed looking for a replacement they never responded to my email.   

  Business response

  11/01/2023

  Mr. *******, I would be happy to address each of the points you listed.   First, as explained several times in prior emails, our employees did not lie to you about the warranty process.  The standard warranty process is to request pictures of the receipt and the power cord cut.  When it was clear you were not able/willing to provide those pictures the supervisor offered an alternative to the standard process to try and help you.  What you are claiming was a lie was actually an exception to the standard process, but you refused that, as well.   Thank you for attaching the picture of the receipt, this is exactly what we were requesting but never received via numerous emails.   If you would like a replacement item, please provide your physical address and a replacement will be sent. We can forego the picture of the power cut cord as a courtesy to get this issue resolved since you have disposed of the item. There is not an attached picture showing you were looking for a replacement, but your email was never responded to.   Please try to attach that again so we can be aware of what you are claiming. 

  Customer response

  11/01/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ********* *******My address is ***** ****** ** ******* *********  ***** 1st: I included a photo of your representative clearly stating that returning the product through the mail is an option just not a standard option.Your response was just its not an option but you guys were making an exception for me, so which one is it? 2nd:I have included a photo asking for a replacement on 10/10/23 via email. that was not responded to.  

  Business response

  11/13/2023

  A replacement will be sent to the address provided; this replacement will be the same unit purchased.   Please allow 3-5 business days before receiving the replacement. As previously explained, the standard process is to request pictures of the receipt and the cord cut.  It was clear you were either unwilling or unable to provide those at the time so an exception to the standard process was made in the form of returning the unit.   This Better Business Bureau complaint is the first time we received the requested pictures of the receipt, even after numerous emails from multiple representatives requesting them.  Now that they have been received, we can send a replacement unit.  You had refused a replacement twice via email.  The email you sent on 10/10/2023 was asking for a different unit, then the one purchased, which was not an option.  In turn a replacement was not sent as you had refused the like-item replacement.  

  Customer response

  11/13/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ********* *******

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Yes I have I,am going thur heartbreak of the lost of my 6mths old Maltese die suddenly of a treat call good and fun call triple kabobs caught in his digestive system, I'm really distraught, and it has put me and my wife in a depressed mood

  Customer response

  10/23/2023

  On 10/11/2023 I purchased a bag of Good and Fun Kabobs treats from the ****** ****** store.I came home and took out the treat from the package and wetted the treat and gave it to him.. He started eating it and enjoying it,then I heard him screaming like I never heard him scream, I tried CPR on him and he wouldn't revive, Snow had all his shots and was a very energetic puppy,we loved him very much, this tragedy has left us in a sad mood, my wife stayed in the bed for a week!!!

  Business response

  10/26/2023

  Hello,We will be reaching out to you directly to further discuss your situation.Thank you.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a litter maid automatic litterbox on 1/6/2023 and have had issue with it not working for over a month. I have tried trouble shooting it to no avail and I eventually tried looking at the videos online which led me to calling the phone number listed where i was told that the litter maid and its product support were now discontinued however the one year warranty was still valid on it and that I would have to try to get a reimbursement since the product was discontinued, but with no other information on how to do so. Attached I have the original invoice of my purchase.

  Business response

  09/29/2023

  Hello *******, We will reach out to you directly to discuss your litterbox warranty. Thank you, **** ******Consumer Relations Manager

*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. ↩