ComplaintsforSpectrum Brands - Pet, Home and Garden Division

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Bought four of these. Clearly they have something white growing on them like mold or some kind of disease. I have Jack russells I do dog shows purchase these thought they were a good deal till I opened them up. Customer service people for this company would not help me! Told them I wanted my money back or they could give me fresher product. Why are they selling this stuff to the **** and why won't the **** return it? My dogs mean a lot to me they don't deserve any kind of treat that's moldy. These were 425 each. Help getting money back would be appreciated. I noticed that this company has numerous complaints.

  Business response

  09/22/2023

  Hello ****, Please contact us at ************** as that we can discuss the Satisfaction Guarantee and how to request a refund.  To speed up the process please have the lot code and expiration date printed on the back of the package, as well as pictures of the affected treats.  Thank you, **** ******Consumer Relations Manager

  Customer response

  09/25/2023

  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. I filed this complaint several months ago. Furthermore it's taking you several months to answer me. Secondly I threw the product away and I sent pictures to the better Business bureau of the product. You have pictures of the product. If not the better Business bureau should send them to you. I would simply like my money back for the insufficient product place I have four packages. And I will not buy them from a discount store again. Thank you Regards, **** ****

  Business response

  10/05/2023

  ****,We have no record of a complaint being made with the information you provided, I have searched your name, address, phone number, and email address.  The only record we have is this Better Business Bureau from 9/22/2023 so I am unsure of what complaint you made "several months ago".  Also, pictures have not been attached to this complaint.  If you have pictures of what you are alleging, please attached them to this complaint along with a picture of the receipt so that we can begin the Satisfaction Guarantee process.   Thank you, **** ******Consumer Relations Manager

  Customer response

  10/06/2023

  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.  I have already answered this question and I forward pictures to somebody by the name of ***** months ago who promised me a refund. It is very clear to me among others that you are a bad company. I have a boarding kennel and I buy lots of treats that say spectrum products and I am no longer going to buy them if you don't straighten this out with me this is absolutely atrocious unethical business practice of customer service. Especially when your website touts if someone is not satisfied they may have a refund. Now I'll say it again I would like my money back or my product replaced. There is no need to repeat yourself over and over with the same answer to buy time for the better Business bureau to close this complaint. I am calling the supervisor of the better Business bureau in a few moments and we are going to discuss this issue of how you answer with the same answer over and over no it's the same answer and it's called a circle argument matter of fact I know someone else who has had trouble with your products and you treated this individual the same way. Shame on your company and shame on your company again I will not do business with the company that abuses it's customers now refund my money or replace my product like a normal human being. Regards, **** ****

  Business response

  10/17/2023

  ****,We do not have any record of a past complaint with the name, address, email, or phone number provided.  The address you provided is in *** ****** but the zip code is for Virginia, that may be the issue.  You have repeatedly stated you made a complaint several months ago but there is zero record of this with the contact information provided. This is why I have repeatedly asked the same questions to begin the process of getting you your Satisfaction Guarantee.  You have mentioned the BBB has pictures of the product with what you are alleging but they are not assigned to this case so we cannot see what you are referring to.Thank you,**** ******

  Customer response

  10/17/2023

  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. What does that supposed to mean? The company has the pictures if they had any intention of keeping the customer happy they would. I run a board and Care facility and I buy hundreds of their products every 6 months. Guess what no more I will find another product just from this bad behavior because if they treat a customer like this currently they will treat a customer like this in the future. I went over what happened and this **** ****** illicit character refuses to replace my product. I am not in Virginia I am in *** ******. Now replace my product like a decent company would. My address you have. my business phone is.********** the product was thrown in the trash that part of this is over. This **** ****** must think he is God to treat any customer so inappropriate and therefore his karma will come back to haunt him. Regards, **** ****

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Littermaid litter box from ****** on 11/28/22 for $138.49. It failed on 7/18/23. The 1 year limited warranty states that for one year after purchase I will be provided with "a reasonably similar replacement product that is either new or factory refurbished." I contacted Littermaid and was told that the product has been discontinued and they could only offer a pro-rated refund for the remaining time on the warranty. This is not acceptable as I purchased the product with the expectation of having a fully functional product for at least the term of the warranty. I can not replace the product with a reasonably similar product with a partial refund. Had I known that Littermaid would not be able to honor the terms of the warranty I would not have purchased this product. In order to have the terms of the warranty fulfilled, I should be entitled to a full refund so that I can replace the product with a reasonably similar product. Discontinuing a product line does not give Spectrum Brands the right to alter the terms of the 1-year limited warranty.

  Business response

  08/25/2023

  Hello ****, We will be contacting you directly regarding your litterbox warranty.  Please be on the lookout for that email. Thank you, **** ******Consumer Relations Manager

  Customer response

  08/25/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  They have agreed to provide a full reimbursement of my purchase price.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** *****

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Marineland® High Definition LED Ensemble -75 Gallon on 9/30/22. I purchased this tank because it boasted a 10 year replacement warranty. On Wednesday July 19, 2023, the tank began to leak, damaging the including stand, and forcing me to purchase a smaller temporary tank to house my fish until the tank could be replaced. Today is July 24th, 2023, and I received an email from spectrum brands offering to reimburse me for the sale purchase price I got the tank for ($399.99), which will not cover a replacement, since I had originally purchased it at a discount sale price. They will not replace the tank. Meanwhile, my fish run the risk of dying in the smaller temporary tank.

  Business response

  07/24/2023

  Hello *******, The $399.99 is a reimbursement for the cost of the aquarium that leaked.  We cannot control pricing at the retailer level and in turn are offering a reimbursement for the original purchase amount as a way to replace the aquarium.  This is based off of what you paid and not current pricing since it is a reimbursement of your original purchase. Thank you, **** ******Consumer Relations Manager 

  Customer response

  07/24/2023

  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. according to the warranty info, you do replace the defective tanks. I would like a replacement please, as per your warranty info listed on the stores website of which I purchased this tank. This warranty is why I purchased the tank in the first place.  Regards, ******* *****

  Business response

  08/09/2023

  *******, Please read the What We Will Do section of the warranty, included for you below, that states "provided that the aquarium is returned freight prepaidat the customer’s expense."  This is clearly stated in the warranty of the product you purchase, you can attach the arrangements you have made to return this aquarium via freight to this complaint. If you are not willing to return the aquarium at your cost, as stated in the warranty, then we can offer a reimbursement of the original purchase price. This is offered as a form of a replacement of the purchased aquarium. What We Will Do: We will repair or replace the aquarium (at our option) if it is deemed to be defective in workmanship or materials during normal use, provided that the aquarium is returned freight prepaid at the customer’s expense. Return shipping from Spectrum Brands to the customer is the responsibility of Spectrum Brands. Where goods are repaired or replaced under this warranty, the aquarium is warranted for the remainder of the original warranty

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an aquarium on Aug 24, 2002. It completely shattered months later. I spoke with and they were refunding me with a check. They sent the check and it bounced with my bank. I informed them of this and they said they would issue a new check. This has been many months and many calls and emails and they will it respond. I just want my money back. 65.00 I have a huge list of emails documenting this and calls

  Business response

  07/17/2023

  Hello ******,I apologize for the inconvenience and frustration in getting this reimbursement.  It looks like your bank issues a stop payment on the first check and that is why they didnt cash it.  A second check was issued and mailed on 5/23/2023.   I will contact you directly to verify you address so we can reissue the check. Thank you, **** ******Consumer Relations Manager

  Customer response

  07/28/2023

  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. I have not received the check you sent on 5/23/2023.   The address you have is correct because I got the first one that my bank said there were not enough funds in your account to cash this. Regards, ****** ******

  Business response

  07/28/2023

  ******, Can you verify the name for the reimbursement?  The last name provided to us was ******* but you have ****** on this BBB complaint.  This is likely the cause of your bank issuing the stop payment as your bank never attempted to cash the check due to the stop payment. Thank you, **** ******Consumer Relations Manager

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a 75 gallon fish aquarium and stand on 4- 19-2022 from a well known retail chain. Per the instructions in the aquarium I purchased I mailed in my information for the warranty (I have a picture of what I mailed) along with the original receipt that was requested. The tank started leaking, so I went to one of the retail chain locations (since I no longer live in the same state I purchased the tank going back to the same store isn't an option). They advised me to contact the warranty dept since the tank is still under warranty. The representative told me they haven't accepted mail in warranties in 5-6 years yet the warranty was on the tank I purchased. ** told me if I don't have a receipt then I get back 1/2 of the purchase price and with the receipt I get full reimbursement. Since I had mailed the original receipt to the warranty dept I no longer had the receipt. ** emailed me the information that was needed to start the warranty process. I contacted the customer service of the chain I purchased the tank from and they emailed me a copy of the receipt. I emailed a copy of the receipt along with the other information to ** that was requested. At first ** didn't accept the receipt I emailed even though it came from the chain I purchased it from, so I contacted the chain again and they re mailed me the receipt with the tank purchase highlighted. Now ** is saying I need to send a picture of the tank empty. I'm not going to drain a 75 gallon tank and move the fish, etc that are in the tank to some place else to take a picture then fill a damaged tank up again and then move the fish, etc to a new tank. Doing this is taking a chance that the fish will die. In addition due to tank leaking damage was done to the stand it sits on. I've provided what was originally requested. After leaving a review the response back from Spectrum I got was addressed to "*****." My name isn't "*****." When I checked the reviews ***** is another dissatisfied customer.

  Business response

  06/22/2023

  Hello *****, As I mentioned in the response to your BBB review, we will contacting you directly.   At this time we are still awaiting a picture of the aquarium and stand, as well as a picture of the stand damage.   We cannot process with a refund until we have received the requested photos. Thank you, **** ******Consumer Relations Manager

  Customer response

  06/30/2023

  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. [Provide details of why you are not satisfied with this resolution.] I haven't received any communication from **** ****** nor do I have an email address for this person. I emailed pictures along with a receipt to ******* ******. The only communication through the BBB from this company before this email was addressed to someone named "*****" which isn't me. When I checked the complaints on the BBB website ***** had also filed a complaint against this company.  Regards, ***** ****

  Business response

  07/11/2023

  Hello *****, ******* ****** has emailed you requesting a picture of the aquarium and stand, as well as a picture of the stand damage.   We have received a close up picture of the aquarium but not the requested pictures. Once those are received, we can move forward with a reimbursement.  If you would like you can attached the pictures to this complaint and I can add them to your case. Thank you, **** ******Consumer Relations Manager

  Customer response

  07/11/2023

  Better Business Bureau: I emailed pictures to ******* ******. The pictures weren't going through on this website. Regards, ***** ****

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Purchased eight of these from local convenience store. Got home and realized these were full of some kind of fungus. Store would not return. I paid $36 because I rescued dogs and I was on a trip doing a transport. I would like my money return to me please I have bought this brand before but never had this happen. I threw these out fearing the dogs would get sick. Eight packages all the same full of fungus

  Business response

  06/22/2023

  Hello *****, Please contact us at ###-###-#### as that we can discuss the Satisfaction Guarantee and how to request a refund.  To speed up the process please have the lot code and expiration date printed on the back of the package, as well as pictures of the affected treats.  Thank you, **** ******Consumer Relations Manager

  Customer response

  06/25/2023

  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.  I have already done this or I wouldn't be contacting the better Business bureau I called that number and I was met with someone by the name of ***** who was belligerent rude condescending and abusive. You may refund me here with the better Business bureau to guide the way. I had taken pictures of the lotto and attached. The lot code is *********** made in Cambodia best before 10:31/23. All of them full of fungus I don't appreciate this I care about my dogs and I don't know why they were for sale at the **** unless it's because they are getting outdated. I would like my refund please and again I've already called that number and was met with nothing helpful Regards, ****** ** ******

  Business response

  06/28/2023

  Hello *****, If you would like to proceed with a refund through this complaint, we will need a copy of the receipt showing the purchase price and number of items purchase.  We will also need a picture of the Best By date on the back of the package for all eight bags.  Lastly, a picture of the product showing the "fungus" you are alleging the treats were contaminated with. Please attach these requested items as all we have so far is a picture of a empty ripped out package. Thank you, **** ******Consumer Relations Manager

  Customer response

  06/28/2023

  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. I did not keep products around with fungus. I train and rescue dogs I did not want anyone using these treats. Furthermore I read the date codes to your person by the name of ***** who is extremely rude. The product all eight of the packages are now in the trash and I have gone to ****** ******* and purchased replacements I am still out of the cash for the original purchase at the ****. They were cheaper at the **** of course and now we know why, because they were full of fungus. This word predicate a refund please or replacement I will be happy with that Regards, ****** ** ******

  Business response

  07/09/2023

  Hi *****,I have included the Satisfaction Guarantee for this product below.   Without the requested pictures of the product in question or a proof of purchase we are unable to issue a refund. Satisfaction GuaranteeSPECTRUM BRANDS PET LLC 90-DAY SATISFACTION GUARANTEE FOR GOOD'N'FUN PRODUCTS FOR THE UNITED STATES AND CANADA At Spectrum Brands Pet LLC, we stand behind our quality controls and products, including our Good'n'Fun products. If for any reason you are not satisfied with a Good'n'Fun product you purchased from one of our authorized sellers in the United States or Canada, you may request a refund. Please note that because we are unable to control the quality of Good'n'Fun products sold by unauthorized sellers, unless otherwise prohibited by law, the Spectrum Brands Pet Care 90-Day Satisfaction Guarantee for Good'n'Fun products (the “Guarantee”) is not available for products purchased from unauthorized sellers. The Guarantee is also limited to the original, end-user purchaser. How To Claim The GuaranteeTo submit a Guarantee request, please call us at ************** or contact us through our website at ********************************************* have information available regarding where and when you purchased your product. If your request is approved, you will then need to submit proof of purchase if you have not already done so. Upon Spectrum’s request, you may also be required to submit photos of your product or mail in the unused portion of your Spectrum Pet product, a proof of purchase, and your Guarantee approval confirmation number to: Spectrum Brands Pet LLCYou must submit your Guarantee request within 90 days of the date of purchase. Please note that you are responsible for costs incurred in mailing your product and proof of purchase. Guarantee Guidelines Spectrum reserves the right to verify information, require a valid proof of purchase, and to deny Guarantee requests in its discretion in cases of suspected fraud or if customer has abused the Guarantee. 

  Customer response

  07/11/2023

  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. I through The moldy fungusy product in the trash I have the bags with the numbers on them I do not have the product and I do not have the receipt. I'd be willing to take a decent product in exchange Regards, ****** ** ******

  Business response

  08/01/2023

  *****, The moisture percentage of Good N Fun Kabobs makes it unlikely that the treats had mold or fungus due to both needing moisture to grow.  Without a picture of the product or the product available for return to us we have nothing but a picture of an empty bag to go off of.  If you have the lot codes from the package, please include them in this complaint.  As of right now all we have received from you is the single picture of a torn open package.  I have included the Satisfaction Guarantee below with what is required for a refund.   Satisfaction GuaranteeSPECTRUM BRANDS PET LLC 90-DAY SATISFACTION GUARANTEE FOR GOOD'N'FUN PRODUCTS FOR THE UNITED STATES AND CANADA At Spectrum Brands Pet LLC, we stand behind our quality controls and products, including our Good'n'Fun products. If for any reason you are not satisfied with a Good'n'Fun product you purchased from one of our authorized sellers in the United States or Canada, you may request a refund. Please note that because we are unable to control the quality of Good'n'Fun products sold by unauthorized sellers, unless otherwise prohibited by law, the Spectrum Brands Pet Care 90-Day Satisfaction Guarantee for Good'n'Fun products (the “Guarantee”) is not available for products purchased from unauthorized sellers. The Guarantee is also limited to the original, end-user purchaser. How To Claim The GuaranteeTo submit a Guarantee request, please call us at ###-###-#### or contact us through our website at **************** information available regarding where and when you purchased your product. If your request is approved, you will then need to submit proof of purchase if you have not already done so. Upon Spectrum’s request, you may also be required to submit photos of your product or mail in the unused portion of your Spectrum Pet product, a proof of purchase, and your Guarantee approval confirmation number to: Spectrum Brands Pet LLCYou must submit your Guarantee request within 90 days of the date of purchase. Please note that you are responsible for costs incurred in mailing your product and proof of purchase. Guarantee Guidelines Spectrum reserves the right to verify information, require a valid proof of purchase, and to deny Guarantee requests in its discretion in cases of suspected fraud or if customer has abused the Guarantee. 

  Customer response

  08/01/2023

  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. Excuse me you idiots I have been emailing back and forth someone from spectrum every day who has demanded numerous things from me I sent her exactly seven photographs and I also went out and bought another package from the wall to prove my point. What is wrong with you people I have sent you picture after picture after picture. Perhaps you should get with the woman that I have been emailing back and forth that has been emailing me and promising me a package of replacement treats. Stop the blanket b******* responses Regards, ****** ** ******

  Business response

  08/03/2023

  I will no longer be responding to complaints from this consumer. The information needed for a reimbursement has repeated been shared and the consumer cannot provide that, so has reverted to name calling and being disrespect. One of the pictures provided of the package is for a completely different brand, not the product the complaint is about. At this time there is no reason to suspect a defect in the product based on the information provided. 

  Customer response

  08/03/2023

  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.  Nowhere in this did they said they would mail me the replacement that ******* ******** has been saying she is going to mail me for the past month. I do dog training and dog rescue and I buy so many of these good and fun products and I'm telling you this is going to be the last time because this is very very bad to do to someone who has patronized this company for years and years. This has been going on for weeks now. They committed to replacing the product. I do dog training I wouldn't even imagine treating a customer like this this is pathetic and I am using their treats to reward the dogs that I train. I'm going to go to every one of my customers and tell them that I am going to switch brands if this isn't taken care of. Send me my replacement Regards, ****** ** ******

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 25, 2023 I contacted Spectrum Brands about my LitterMaid automatic litterbox which had quit working. I sent them an online inquiry along with my receipt. My user's manual states a limited 1 year warranty against product defects. After emailing I received this response: Thank you for your inquiry. what is wrong with the litterbox? "At this time, the units have been discontinued and we no longer have replacement fixtures available. Therefore, we would be happy to reimburse you for the remainder of your warranty from the cost on the receipt provided (however long you were unable to use the product out of 12 months from the date of purchase). How does that sound? If you don’t mind please send a copy of the receipt and we will get a reimbursement in place for you. If you have additional questions, feel free to reply to this email, or to call us at **************. We are available M-F 8:00am – 5:30pm EST. Thanks for your time. Have a wonderful day. Thank you again, ******* *********" I responded: "The litter box stopped moving to scoop. It is basically a plain litter box with a power light now. It has not been working for several months. A reimbursement for the remainder of the warranty sounds like a terrible offer. If you had a replacement I would be given a replacement worth the full value of my purchase price. I would like a full reimbursement for my purchase price or an equivalent replacement. I already attached a copy of my receipt along with an explanation of the issue with my initial inquiry. I am again attaching the receipt. I got no response. I had to go back to the online form again and again to no resolve. I called and spoke to a ***** twice - both times he hung up on me. The first time after my asking why he was yelling at me and the second after asking for a manager. I was told that the box states a 90 day replacement warranty. The 90 days is only a guarantee of money. I can't help that the product is discontinued, therefore a refund should be given.

  Business response

  06/15/2023

  Hello ******, The LitterMaid automatic litterbox does carry a limited 1-year warranty for the date of purchase.   As ******* mentioned, the LitterMaid litterboxes have been discontinued and we no longer have units in stock.  In turn we are offering pro-rated refunds for the remainder of the warranty period. You had stated you felt we were lying about the availability of since retailers still carry this product, these are products the retailer had in inventory before the litterbox was discontinued.  I know this can be frustrating since a replacement product isn't available and we do not manufacture anything that is an equivalent replacement. I can move forward with a courtesy 1-month proration of 5 days you had remaining on your warranty when you initially contacted us on May 25, 2023.  I am sorry to hear about your experience when you called, we do not have a ***** in our department.  I am unsure of who you spoke with, but I so apologize for a bad experience. **** ******Consumer Relations Manager

  Customer response

  06/15/2023

  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. I never stated that I believed that the employees or the company lied about not having the litter boxes. I questioned why the boxes are listed as available and am still curious why the link for availability is still on Spectrum's website. I resent the statement as a whole. If a replacement is not available, a means to acquiree a replacement should be provided. It is clear to me that the company is trying to avoid compensation for a defective product. I have been ignored, yelled at, hung up on, and generally treated as if I do not matter as a consumer. I have been told that I said things that I did not. I have been deprived of replacement due to matters that are beyond my control. If a product is discontinued while there are still products under warranty an alternative to make the situation right is necessary otherwise the company is in breach of contract. Regards, ****** ********

  Business response

  06/22/2023

  Hi ******, On 6/14/2023 you sent an email that stated, in part: "I have been lied to about the availability of the box having been told that it is no longer in production - yet there are several places on the website's list of where to purchase this same item."  This is the comment I was referring to and wanted to let you know that the box has been discontinued.  Retailers that had stock when the litterbox was discontinued continue to have stock, but that doesn't mean that are still being produced.  We, the manufacturer, do not have replacement units available and in turn have offered a proration for the remaining warranty period. This is the alternative to the warranty.  If we had replacement units available, we would have gladly sent you a replacement.  I apologize for the experience you had when you spoke with *****.  There is not a ***** in our Consumer Relations department so I am unsure of who you spoke with. Thank you, **** ******Consumer Relations Manager

  Customer response

  06/25/2023

  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. A fraction of a warranty is not an alternative to the warranty. Only an alternative that is equivalent to the warranty is a replacement for the warranty. If the item is in fact not longer in production, but there are units available somewhere, I am either entitled to a unit sent to me that is procured by the manufacturer, or the funds to purchase a replacement. In other words, approximately $9.75 that has been offered does not replace the warranty value of one unit or what I paid for the unit in the amount of $117.35. This is like telling me that serving me one kernel of popcorn at the movie theater after I have paid because there is no more popcorn popped instead of giving me a refund. A fraction of is not a whole. I am entitled to a whole - not a fraction. Regards, ****** ********

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried to resolve this issue via email. The filter is no longer working and under warranty. The customer service department has repeatedly ask for proof of purchase which I have supplied numerous times. They've suggested taking the unit apart which is not possible as it is a sealed unit. They're trying to say it's out of warranty. I've done all I can to try to resolve this issue appropriately.

  Business response

  06/07/2023

  Hi ******,Your filter is under warranty based on the ****** invoice you provided.  There was some confusion about what product you had at first, since a model number was not provided.  The product we thought you had, based on the picture, has a shorter warranty then the actual product you have. This is what caused the confusion about warranty eligibility. Here is the warranty for the filter you have and instructions on how to get a replacement. "****** *** ****** **** ***** warrants this product against defects in material or workmanship for a period of three years from the date of original receipt. If the product exhibits such a defect, *** will repair or replace it without cost for parts or labor. The product must be shipped postage-paid to ***. Proof of purchase is required. You are responsible for proper wrapping."The return address is below and please include a note in the box with your case number, *******. Spectrum Brands Attn: WarrantyThank you, **** ******Consumer Relations Manager

  Customer response

  06/07/2023

  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. As you can see in the photos I have broken it into pieces to be able to see that due to the defect it had overheated and melted internally. I initially submitted proof of purchase through their website mid May.  I was told they only make one filter which is incorrect.  I was given directions to disassemble the impeller which did not apply to the filter I had although she insisted it was. Although I had again provided proof of purchase along with the model number via email 5/24/23. I refuse to pay for postage to return.  The pictures are certainly proof of the defect.  Regards, ****** *********

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought my Multi-Cat Self-Cleaning litter box on August 28, 2022 for $217.99-- $234.88 after $16.89 in taxes. I bought it from LitterMaid, a company owned by Spectrum Brands, on ******. The business commited to provide me a replacement unit for a defective product under the terms of their warranty. After promising replacement on February 16, 2023, and stating I would receive the replacement unit within 7-10 business days at the most, I never received the replacement unit and the company ceased all contact with me. As requested by LitterMaid/Spectrum Brands Consumer Relations, I provided the ID numbers of the litter box I purchased, stating: "The ID above the barcode is ********** and the ID below the barcode is ********." I also provided the invoice from my purchase as requested, which included my ****** Order #******************* for the litter box. I have attached the invoice and email exchage to this complaint. Please note that the emails ascend in chronological order-- the first and oldest email being on page 2 of 2 at the bottom in "LitterMaid_comms.pdf" and the most recent email at the top on page 1 of 2 of the same "LitterMaid_comms.pdf" file. The text is small, but is easily legible when increasing the magnification of the document. I no longer want a replacement, and instead want a refund for the $234.88 ($217.99 + $16.89 in taxes) that I spent on the product. I have replaced my litter box long ago due to the negligence of LitterMaid and Spectrum Brands to honor their warranty.

  Business response

  04/12/2023

  Hello *******, I want to apologize for the delay in getting your replacement Littermaid litterbox.  We have discontinued this product and no longer have stock to send as replacements.  There was in error in our stock levels which caused the wrong information to be shared with you about a new litterbox being sent. We will reach out to you directly to discuss a refund. Thank you and again I am sorry this have taken so long to be resolved. **** ******Consumer Relations ManagerFood Safety & Quality | Consumer Relations

  Customer response

  04/12/2023

  I reviewed the response made by the business in reference to complaint ID ********, and find the resolution of a refund to be satisfactory. I will wait for the business to issue a refund in the amount of $234.88 and, if it does, will consider this complaint resolved. Regards, ******* *****

  Customer response

  04/13/2023

  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. No refund has been issued, and no contact has been made with me by the business. Regards, ******* *****

  Business response

  04/17/2023

  *******, A voicemail was left on Friday, April 14th around 4:00pm EST.   We will try to contact you via email. Thank you, **** ******Consumer Relations Manager

  Customer response

  04/17/2023

  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.No incoming phone call was made to my provided phone number: ###-###-#### on Friday, April 14, 2023. AT&T shows now no such attempt at contact, as shown in the attached call log for my phone number of ###-###-####. Additionally, no relevant contact has been made to my email: ******************. Both my phone number and email are provided in this complaint, but have yet to be appropriately used in context of resolving this complaint with the resolution proposed by **** and Spectrum Brands.Today, April 17, 2023, I was contacted by Spectrum Brands via email that was intended and addressed to me, but reflects continued incompetence by Spectrum Brands and ongoing lack of resolution. I have included this personally addressed email as an attachment. Its contents do not relate to any transaction I have made with Spectrum Brands or any subsidary companies.As incuded in the complaint details, please contact me via:Phone: ###-###-####; Email: ******************I would also accept a refund of $234.88 issued to my original form of payment shown in the ****** Invoice I provided earlier for ****** Order # ********************. Additionally, I would also accept a refund for the same amount of $234.88 via a check addressed to me and sent by certified mail to my address, which is provided below:******* ******** * *** *** *** *** **** **** ***** ** ********** Regards,******* *****

  Business response

  05/03/2023

  *******, A reimbursement of the cost of the Littermaid litterbox was mailed from ********* on 4/18/2023.  This was mailed in a white envelope with Spectrum Brands printed top left. Thank you, **** ******Consumer Relations Manager

  Customer response

  05/07/2023

  I confirm the response made by the business in reference to complaint ID ********. Regards, ******* *****

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 75 gallon aquarium set with stand for $602.13 online at ******** 3/13/23 and picked it up 3/14/23. I mailed in my warranty 3/17/23. Also on 3/17/23 I set up my aquarium. On 3/18/23 I woke up and 1 of the glass lids had cracked overnight(I don't have any kids of anything that could have caused this besides a defect in the glass). I went to ******** to get a replacement glass top and they exchanged my 24 "marineland canopy for a top fin 24" canopy. I figured that out would work but it did not. It was around 5 inches short in width. I went back to ******** and they said that they are not new to the issues with marineland canopy tops and they have several that randomly broke. They were unable to give me a marineland replacement canopy as they are only sold in sets. I reached out to spectrum brands requesting the replacement canopy top and they said that they couldn't do that without a picture of the broken canopy. But the broken canopy is at ******** from 5 days prior when I brought it there for the exchange. Spectrum brands refuses to replace my canopy that I bought 10 days. I paid over $600 and they want another $100 for the replacement canopy.

  Business response

  03/24/2023

  Hello ******,  I am sorry to hear that your glass canopy broke.  Glass does not spontaneously break under normal circumstances, and we do not have a warranty on glass canopies. If you had a way to show us the crack, we could look into replacement options.  ******** may have a larger sized canopy, or a local glass company may be able to cut the correct size for you.  The canopy should be 24" x 18"  Thank you, **** ******Consumer Relations Manager

  Customer response

  03/24/2023

  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. I thought that the glass had broke due to the heat from the heater since I had just sent up the take the evening prior.  I had offered my idea to customer service but i do not know the difinitive reason it broke. Your remedy is once again placed on ME purchasing something when I've already paid over $600 for a tank which I cannot safely use less than 2 weeks prior. I would send a Pic of the broken piece if I had it. I don't know what fast one you think I'm trying to pull over on you with getting 1/2 canopy. I do NOT accept this as a resolved issue and I will continue to pursue this concern with all entities until I am able to get a replacement canopy.  Regards, ****** *******

  Business response

  04/04/2023

  Hello ******, I understand your frustration, but Marineland does not offer a warranty on glass canopies.  Without any pictures of the damaged glass or the glass canopy, there is no way to determine what may have caused the canopy to break.   Glass canopies don't spontaneously break under normal conditions or without impact.  Thank you, **** ******Consumer Relations Manager

  Customer response

  04/05/2023

  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. Here is a picture. I am getting a stingray and it is dangerous to have a stingray in an aquarium without an adequate cover. Please send me a replacement canopy. Regards, ****** *******

*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. ↩