Complaints

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.

• Initial Complaint

  Date:06/09/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Been a customer for about 4 years. Have an autoship order of dog food that comes approximately every 3 weeks.Most recent order should've been scheduled to ship on 5/24/2023. But the order was not processed for shipping until two days later on 5/26/2023 - which is problematic because that would require the box to be in shipment over the weekend, which would not be possible and thus not be delivered until 3 days later instead of the standard 2 day shipping, causing the product to potentially spoil. My account was charged for this shipment. Weekend passes and I await my shipment the next week. By Thursday 6/1/2023 nothing arrives and I call customer service. After waiting on hold for over 4 hours, the customer service rep ****** that my 5/26 order actually never shipped from their facility. They remove the charge from my account, and assure me a replacement order will be sent out the next day on 6/2 and arrive at my door Sunday 6/4.Sunday comes with no shipment notification and certainly no product arriving at my door. I decide to place a manual order for the next day 6/5.I turn to emailing customer service. ***************** responded quickly and informed me that no order was created or shipped on 6/3 but that my replacement order and my new manual order would both be shipped 6/5. She would attempt to stop the manual order since "she was sure I didnt need two orders", but it may be too late. I am provided with a tracking number for one of the orders.Nothing ships on 6/5. On 6/7 I use the tracking number provided only to see that this is for the order that **** attempted to stop. Tracking informs me that a "return to sender", was requested and the package won't arrive to me. I email with **** again. She provides me another tracking #. That order finally ships on 6/6 and arrives 6/8. I finally have my dog food 2 weeks later.Now, the "return to sender" was unsuccessful. So original package is still coming, but now won't arrive until 6/12 Which will 100% be spoiled

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 August 2022 I started feeding 2 of ********* Darwins raw food. As the month went on they both started losing weight and not seeming to feel good. I started feeding them more thinking that the portion just needed adjusting. At the end of the month I decided to start transitioning off the Darwins. The first night of beginning the transition both dogs started having diarrhea. My 9 yo was pooping straight blood. Both ended up in the ** with hemorrhagic pancreatitis. My 12 yo nearly died. The bill was over $6000. My vet and I believe it caused by the Darwins food. I contacted Darwins and told them my vet would like to speak with them. I also sent them the ** bill and records. They denied my claim because they spoke to the ** vet instead of mine and that vet, who doesnt know my dogs or their medical history, told them they didnt think it was from the food.

  Business Response

  Date: 01/23/2023

  To whom this may concern,
  
  We (Darwins Natural Pet Products) contacted the vet who issued the bill ***************** is requesting reimbursement for. That vet was very clear that ******'s meals were not the cause of her pets' medical issues, and therefore ******'s is unable to provide reimbursement. We've provided a timeline of our interactions below.
  
  07/24/2022: *************************** purchased one order of our Biologics canine meals.
  08/22/2022: *************************** created a second account under ***************************** and purchased one order of our ****************** Liver Support (***LS) canine meals.
  08/29/2022: *************************** requested a refund for the Biologics meals she purchased on 07/24/2022. Upon request and as a courtesy we refunded the Biologics meals that she has purchased for $123.40.
  08/30/2022: *************************** requested to also refund the ***LS meals that she purchased on 08/22/2022 under a second account. Upon request and as a courtesy we refunded the ***LS meals for a total of $89.00.
  08/30/2022: *************************** also sent an email stating the Biologics meals caused her pets to be sick and provided two separate Vet numbers to call. We asked her to provide documentation or Vet diagnosis in correlation to food.
  09/06/2022: *************************** provided medical bills for both dogs that were admitted to an ****** hospital and requested we reimburse her for those expenses (please see medical bills attached for both dogs).  The bills and documentation provided showed no indication or diagnosis that the illness was caused by food.
  09/09/2022: We reached out (both via phone and email) to the Veterinarian that ****** provided-*************************. We left a voice message asking to call us back and we also sent ************************ an email to provide any documentation showing that the illness was due to food.
  09/15/2022: ************************ responded but did not provide an analysis indicating illness was caused by food.  The Vet did provide to us that both dogs were diagnosed with hemorrhagic gastroenteritis and pancreatitis (see email exchange copy attached to file).
  12/29/22: Our COO spoke with *************************** on the phone and informed her that although we are sorry to have heard about the issues with her dogs and although we have no issue refunding the cost of the meals she purchased we cannot reimburse her for the vet bills. There was no evidence to support that the cause of the illness was our food, and this was collaborated by both the medical reports and the response from the veterinarian.  He also informed her that we take any and all reports like this seriously and in addition to reaching out to the Vets we reviewed the manufacturing dates of the product she purchased against all other customers who had purchased the same dates and there were no other reports or incidents reported.  
  
  Sincerely,

  Tupu Maugatai

  Darwin's Natural Pet Products Administrator 

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18678001
  
  I am rejecting this response because: you are either lying  or you dont know who you talked to. You never contacted ************************. She is our vet. I have spoken with her directly and she has received no contact from your company. She wholeheartedly believes that this was caused by your food. She is the one who told me to contact you. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/03/2023

  To whom this may concern, 

  We initially reached out to ************************************** Veterinarian on 09/09/2022 and left a message requesting to call us back to look over questions and concerns they may have as well as additional documentation that we need. We have also followed up on 09/09/2022 with an email asking for the diagnosis that confirms illness was in correlation to food. No documentation was provided or further follow up; therefore, we have rejected ******'s request to reimburse the medical bills for her pets. 

   

  Sincerely, 

  Tupu ******************************* Administration

  ******'s Natural Pet Products

• Initial Complaint

  Date:10/25/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 merchant is turning to a ********! They sent out my order without any notice with a ETA or tracking number. After few days of waiting without receiving the order, I gave them a call, and was told that my order was delivered 4 days ago, and, they still refused to provide a tracking number. Ive checked my online account, the order status only says complete without any status information. Ive never got the package and have no idea where they delivered my package at. Being informed with the situation, they just refused to take any responsibility. They didnt fulfill the order but refused to process replacement or issue a refund.