Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
27/11/2023
Complaint Type:
Product Issues
Status:
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.
Placed order for 2 products ********* and *******. Requested 6 doses of each. Package was delivered however their is evidence of tampering with the packaging ** **** ** ******** ********* ********* says and show 6 chewable in original manufacture packaging and not opened. The ******* box shows 3 tablets but the factor seal has been broken and the label installed says 6 doses have been place in box. How does one know the original product was Put in box and if they needed to ship 2 box factory sealed why would they. I am not taking any medication that shows signs of tampering and I will not give to my pet. I have tried to e mail customer service and **** ********* * **** ****** ** ***************** *** no one has reached to reply to my complaint. * **** **** **** ****** *** *** **** ***** **** ********* *** **** ***** *** I would like a refund for the *******. ************* ** * ******* **** *******
Business response
27/11/2023
Dear Terry,

We apologize for the inconvenience caused to you.

As we are not based in the United States, our product packaging does not look like the product sold in the USA. This makes our pricing competitive and we are happy to pass on these discounts to our customers.

Despite the difference in packaging, we would like to assure you that all our products are genuine and are official versions manufactured by the same manufacturer who makes the equivalent product for the USA market.

Since we provide free shipping on all our orders, our shipping team inserts extra doses in the same box and ship to our customers to save shipping cost.

However, we have arranged a prepaid envelope to return the order. Please allow 5-7 working days for the delivery of the postage paid envelope.

Also, we have refunded the amount for the order #******* placed on 11/01/2023. Please allow 3-5 business days for the refund to show up in your account.

Kindly notify us once you return the order with the envelope.
Initial Complaint
21/11/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Budget Pet Care Order date: Nov 6, 2023 Total Money Paid $***** ******** ******** * **** ***** ******** Medicine inside box looked different than what we have given our dog in the past, and I wasn't sure it was actually ********. I wasn't comfortable giving this to our dog at all. Also concerning: I see on the return label there is no business name. I would like a refund. I can send back the package if an envelope or label is provided.
Business response
21/11/2023
Dear Brittney,

Thank you for contacting us.

As we are not based in the United States, our product packaging does not look like the product sold in the USA. This makes our pricing competitive and we are happy to pass on these discounts to our customers.

Despite the difference in packaging, we would like to assure you that all our products are genuine and are official versions manufactured by the same manufacturer who makes the equivalent product for the USA market.

We only sell products from reputable and leading international brands. In addition, we meet or exceed manufacturer's guarantee and you can be assured that every product we sell is of the highest quality.

However, as you are not satisfied with the product we have initiated a refund for the order value.

Please allow 3-5 business days for the refund to show up in your account. We apologize for the inconvenience caused to you.
Customer response
23/11/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Brittney ******
Initial Complaint
25/10/2023
Complaint Type:
Product Issues
Status:
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.
Why does the actual box state there are 3 doses but has a sticker that was added to the box saying there are 6 doses? I ordered 6 doses, but this makes me wonder if there is an issue with the product's authenticity or quality. It's very concerning for my dogs' health. Also, the product is now being shipped from ********** It used to be shipped from the *** **** **** ******* ** *** ******** *** **** ***** **** ** **** ** ** *** *******. *** ****** **** ******* ** *** **** *** ** *****
Business response
25/10/2023
As a small-scale pet retail store, our primary commitment is to offer our customers high-quality pet products at the most competitive prices and we also provide free shipping worldwide. To optimize shipping costs, our shipping team occasionally includes additional items in the same box, always mindful of maintaining the authenticity of the products within, as long as the blister pack remains unaltered.

At our global online pet store, we operate from multiple strategic locations across the globe, allowing us to efficiently dispatch orders from the nearest warehouse based on product availability. This means faster delivery times and cost savings for our customers.

Rest assured, we take pride in the authenticity and quality of our products. If, for any reason, a customer is dissatisfied with their purchase, we are committed to provide a full refund and the customer can return the product they do not want to use. Our customer support is readily accessible through various channels, including chat, email, and our toll-free phone number. Your trust in our products and services is our top priority, and we're here to ensure your pet's well-being and your peace of mind.
Initial Complaint
12/10/2023
Complaint Type:
Product Issues
Status:
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.
On January 10th of 2022, I placed an order with Budgetpetcare. 11 months later an auto-ship was processed on November 26th for $******. I contacted Budgetpetcare because I didn't realize the order was on autoship and my address had since changed. Unfortunately, they were not able to cancel the order or change the shipping address. I knew the people who still lived at the address and was in contact with them to arrange to have the package shipped to me after it was delivered. However, the package was not delivered. **** will only deliver a package if the name on the package matches the listed residents. I am guessing because I was not listed as a resident at the address, **** did not deliver the package. In any case, the package was not received. I contacted Budgetpetcare and they were not willing to help me so I asked them to cancel the autoship order to avoid having this happen again. Today I got a notification that I was charged again for the autoship and it was being sent to that same address. I immediately reached out and asked them to cancel the order. This time they were able to cancel it. However, I was upset that it had not been canceled before because the same thing could have happened again with a missing order and I don't even know anyone who lives there anymore. I can't afford $*** orders that I don't receive. I again asked about the order from November and was told they couldn't help me because it was too long ago. However, they weren't willing to help me before so I don't believe that is why they won't help me. They offered to reship the order if I paid 50% of the cost. I am not willing to pay another $***** to get my order. * **** ** ******** ******** **** **** ******* ** *** ** *** ********** ** ***** * ******** ******** *********** ** ****** ***** **** **** **** ***** It would have been nice if they just replaced the missing order.
Business response
12/10/2023
Dear Sir/Ma'am,

We acknowledge the issue at hand and have promptly informed the customer about it. In order to address this situation, we are willing to offer the order to the customer at a 50% reduced cost, recognizing that this mishap affects both parties negatively. It's important to note that the customer had initially chosen an auto-order option during the first order placement. Consequently, it becomes the responsibility of the customer to keep us updated in a timely manner regarding any changes to their auto-order or their address, particularly when they are relocating to a new one.

Moreover, we have a system in place to send notification emails to customers prior to processing any auto-orders. Despite these notifications, we regrettably did not receive a response from the customer. As a result, the auto-order was processed using the same address, leading to the delivery being made to the old address.

However, we are still willing to make things right and request the customer to contact us with the updated address and we shall provide a replacement order at free of cost.

We hope this resolve the issue for the customer.
Initial Complaint
11/10/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered Simparica Trio on September 28, order number ******* and received a product I’m not comfortable with . Packaging is completely different. Do not feel safe giving this to my dog. Would like a full refund.
Business response
11/10/2023
As per your request, we have processed a refund for the your order placed on 09/28/2023.

Please allow 3-5 business days for the refund to show up in your account.
Customer response
14/10/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Clifford ******
Initial Complaint
13/09/2023
Complaint Type:
Product Issues
Status:
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.
This is concerning order#******* I ordered Nexgard and Heartgard for my dogs. I received the Nexgard first on 9/8 and gave 1 tablet to each of my dogs. My dog is still itching. I just received the heartgard today 9/12 and noticed the packaging looks fake. Upon further inspection of the Nexgard I feel that it is fake as well and am now worried about the health of my dogs. I would like a full refund as the boxes advertised are not the same as the boxes sent. You say the medication is sent from outside of the US and I noticed it coming from Singapore. This adds to my worries. Please send refund as I now need this money to take my dogs to the vet to receive actual medication.
Business response
13/09/2023
Dear Jacob,

Apologies for the inconvenience you may have experienced with your purchase.

We have arranged a prepaid envelope to return the order. Please allow 5-7 working days for the delivery of the postage paid envelope and notify us once you return the order with the envelope and we will immediately process refund for the same.

Also, Please allow 3-5 business days for the refund to show up in your account.

Thank you for providing us an opportunity to assist you.
Initial Complaint
27/07/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered Simparica Trio and received a *********** product. Packaging is completely different. Do not feel safe giving this to my dog. Would like a full refund.
Business response
27/07/2023
Dear Michael,

We apologize for the inconvenience caused to you

We procure these products from outside the United States hence the packaging of the product is different and the weight is in Kilograms instead of Pounds.

Despite this fact, we would like to assure you that all our products are genuine and are official versions manufactured by the same manufacturer who makes the equivalent product for the USA market.

However, we have processed a complete refund for the your order placed on 07/09/2023.

Please allow 3-5 business days for the refund to show up in your account.

Also, we request you to please use one dose and if you are satisfied with results then you can give us a call on our toll free number to make payment with additional discount.
Customer response
31/07/2023

Complaint: ********

I am rejecting this response because: Have not received a refund as of 07-29-2023. Will accept settlement once it posts on my account.

Sincerely,

Michael *****
Business response
31/07/2023
Dear Michael,

Thank you for your email.

Apologies for the inconvenience you may have experienced with your purchase.

We procure these products from outside the United States This makes our pricing competitive and we are happy to pass on these discounts to our customers.

Despite this fact, we would like to assure you that all our products are genuine and are official versions manufactured by the same manufacturer who makes the equivalent product for the USA market.

We only sell products from reputable and leading international brands. Shopping with us is no different than buying from your neighborhood vet or pet store.

We have arranged a prepaid envelope to return the order. Please allow 5-7 working days for the delivery of the postage paid envelope. Also, we advice you to please use one dose and if you are satisfied with result then you can call us to make a payment with additional discount.

Kindly notify us once you return the order with the envelope and we will immediately process refund for the same.

For any assistance please feel free to call us at our Toll-Free Number or email us.
Customer response
01/08/2023
I received the return envelope yesterday and mailed the product this morning. The product was unused. *****
Customer response
01/08/2023
I see the refund has posted on my account. I accept this as a satisfactory settlement.
Initial Complaint
02/06/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On May 1st I ordered Advantix for my 104 lb dog . I ordered the Blue package for his weight. I received a red package for 88lb dog. I wrote them twice the last was to a supervisor and have been ignored. Their bill of lading reflects the blue package but they still sent the red package. Their is a guarantee from ******, I filed a grievance ****** contacted them and their reply was nonsense referring to United kingdom packaging? I understand errors occur I do not understand being ignored and making up ******* comment to ******. I am returning the wrong product and demand my charge is reversed. ***** ****** I had ordered the same product in 2022 and the was processed satisfactory
Business response
05/06/2023
Dear Sir/Ma'am,

We have reviewed the case and found out the customer ordered the largest of the product available with us, it was the same size he ordered back in 2022. However, since the customer was not satisfied with the order, we have refunded the full purchase amount on June 2nd. It usually takes 3-5 working days for the refund to relfect in the account.

If you have any further queries to be addressed, please feel free to contact us back.

Thank you & Regards,
Customer Support Team.
Customer response
09/06/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Michael *****
I have detailed my complaint which really is that the package indicates this product is meant for a lighter dog, however after a fair bit of research it is clear to me that the dosage of 4.0 is correct for the larger dog. Having said that I do not like that there is a maximum listed on the box, and this box is different from last years and others in the market place which is a manufacturers issue not this company. I acknowledge I received a refund and was prepared to return this product until I saw the dosage was correct . I now instruct the company to charge my account, if that is a problem I will forward my cheque. I have used this product for over eight years and am satisfied with it
Michael *****
Initial Complaint
08/05/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On April 2, 2023, I ordered a 3-dose pack of ******* for dogs for $****** On April 20, I received a 1-dose package that had been previously opened and 2 additional doses inserted. The package was re-sealed with stickers stating "3 doses". Since this is medicine which arrived in a tampered package, I contacted the manufacturer of ******* *********** ********** to determine if it is safe to give my pet. The manufacturer recommended that I not give it to my pet since the package had been tampered with and thus they could not assure the authenticity of the product. I contacted BudgetPetCare.com to explain and request a refund. They claimed that opening a 1 dose package to add more doses is standard procedure, but they agreed to a refund, and sent me an email with return instructions to the UK. They would not, however, cover return shipping. The cheapest shipping to the UK I could locate was $*** which means the "refund" nets to $** of the original $**. I do not believe I should have to pay return shipping on a product the manufacturer states should not be used. I am requesting that BudgetPetCare.com pay return shipping along with the refund. Thank you.
Business response
08/05/2023
Dear Sir/Ma'am,

We have reviewed the case and as per our 100% satisfaction guarantee, we have processed the full refund of the purchase amount. Please 3-5 working days for the refund to show up in the account.

Since the shipping cost is too high considering the order value, it won't be reasonable to arrange a return hence we request the customer to dispose the product safely.

If there is any other concerns to be addressed, please feel free to contact us back.

Thank you & Regards,
Manager.
Customer Service Team.
Customer response
11/05/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Patrick *********
Initial Complaint
04/05/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered revolution plus cat flea medicine from budgetpetcare.com on Mar 17, 2023, order #******** The product received is *********** because, after two doses, my cats is full of fleas. Prior to using this *********** product, I have been using the genuine product for my cat for three months using the revolution plus from my vet and it kept my cat free of fleas. I also.have contacted budgetcare.com via email and messenger without success asking for a full refund. The product also developed a rash where it was applied but my cat has no reactions with the genuine product bought from my vet.
Business response
04/05/2023
Dear Sir/Ma'am,

We have reviewed the case and we confirm that the full refund of the purchase amount has been processed on May 3rd 2023 followed by the customers's email. It usually takes 3-5 working days for the refund to reflect in the account.

It has been observed if a particular product/treatment is used for long period of time the efficacy of the product is reduced or it stops working. We recomment our customers to switch to some other product in such case after consulting their vet.

If there is any other concerns to be addressed please feel free to contact us back.

Thank you & Regards,
Manager.
Customer Support Team.
Customer response
13/05/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Serge ******

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. ↩

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.

Cookies on BBB.org

Complaints

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

Complaint Details

Showing all complaints

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary