ComplaintsforStella & Chewy's LLC

• Initial Complaint

  10/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered *********************************************** Wild Red Classic Dry Dog Food Wholesome Grains, Protein ************* Recipe from amazon in July. I opened this bag recently and started feeding my dog. I made sure to transition his food gradually in a week. However, he started to have soft stools after I switched to this recipe within the first week of eating this bag. On Friday Oct 14th, he was vomiting and having diarrhea heavily (the first week of eating this food). He had no problem with other brand dry food before. I think there is absolutely something wrong with this batch, because my friend's corgi was also taking the same brand and had same issue of soft stool. I am extremely unsatisfied with this purchase. It caused my dog in pain and consumed my whole day on a work day! I had to leave in the middle of the day to take care my dog. I reached out the ****************************** but they refused to take responsibility. They instead told me to reach out to Amazon. As the brand owner. I think they fully own the responsibility of any defect or flaw in their product.

  Business response

  11/14/2022

  We also received a message from the consumer on the same day that she reached out through the BBB office with her complaint.  She contacted our email box through social media and was directed to our ***************************** email.  She received a written inquiry from us for additional product information on 10/20/22 and an offer for her to speak with our 3rd party vet service about her dog's experience.   We requested that she contact Amazon customer care via the returns page on their website or app and they would be able to manage a refund.  And to contact us if there were an issues with Amazon refunding the purchase price.  She shared that her dog was fine during the email exchange on 10/20/22.  We informed the 3rd party vet group to contact the customer on the same day, 10/20/22.  They followed up and reached out to *****************  There was no return communication from ******** to the 3rd party vet group as of 11/1/2022.  We have had no further contact from her.  

  Customer response

  11/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The Vet did reach out, however, it was not helpful. The 3rd party Vet suggested that my dog may have a weak digestive system which resulted in this instance. To a customer, this sound like the business is not trying to take any responsibility. They try to push away the responsibility by telling me their product has no issue, it's my dog's problem of unable to digest the dry food. My dog has never had any issues with any other brands but Stella & Chewy's. I requested a refund directly from Stella & Chewy's as I think the brand should own this responsibility, not Amazon.
  
  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. ↩