Complaints

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is insane. I have spent the better part of the morning arguing with someone by the name of **** and other people know better. Coupons sent to me could not be printed. The second time they were sent I had a Colombian on the phone with me trying to help me print. The first time it was a woman from ************ named ****. The Colombian said he would send me coupons in the mail instead because my printer was malfunctioning. 2 weeks later no coupons. 1 hour on the phone this morning and harassed by someone by the name of **** and two others. Why does this pet food company treat its best customers like garbage? I am a breeder of shih tzus rethinking my feeding program now. What an awful awful company. And they're from ********** and they're giving ********** a bad name. I am a respectful breeder I belong to the breeders association a very careful with my feeding product. This company stole one and a half hours of my time this morning much less several hours of time attempting to print what they call replacement coupons. I would like my coupons sent via postal as committed.

  Business response

  10/29/2024

  Hello, 

  Thank you for forwarding the complaint from **** ****.

  Please note, Ms. **** contacted Freshpet on October 18th with a complaint and was emailed a digital coupon link which contained 2- $25.99 coupons and 2- $1.00 money saving coupons. Our records show the coupons were printed October 20th. See our records below. 

  Coupons for **** ****

  These coupons were already printed on October 20, 2024 04:07:31:PM CST

  On October 21st. Ms. **** contacted Freshpet again claiming she was unable to print our coupons. She spoked to one of our agents and became very rude and insulting, She called back again claiming she never received our email as well.  

  As a goodwill gesture, Freshpet sent her another email on October 21st with a digital coupon link containing 2- $25.99 coupons and 2 $1.00 money saving coupons.  See our records below. Ms. **** claims she never received our email. 

  Coupons for **** ****

  These coupons were already printed on October 21, 2024 03:36:47:PM CST
  

  Ms. **** called back Freshpet at least 4 times on October 21st insulting and cursing at our agents. Ms. **** called back again October 28th and our Supervisor left a message on her voicemail returning her call. 

  Please note, we consider this matter closed. 

  Regards, 

  Barbara 

  Freshpet Escalation Specialist 

  Customer response

  11/07/2024

  
  Complaint: 22482474
  
  I am rejecting this response because. I am a nurse. I am ethical I am honest I did not print coupons. Coupons would not print. Coupons said print I pushed they did not print. Each time I called I was treated disrespectfully. The person from ******** apologize and said he would send them to me to use physically being I could not print. This is my pet food company? This is my pet food company! Why disrespect a good customer? If I said I could not print I could not print. This is disrespectful to me. The first thing in ******** explained that fresh pet had a virus in their system and he tried to get me to download which would not work. He tried to get me to take a screenshot of it and we called ShopRite at the same time and we called PetSmart and the man from ************** on the phone with me for 45 minutes and both of them said they would not take a picture of a coupon. I'm not believe this company has this kind of behavior towards its patronizing faithful customers. Please have my coupons sent to me physically. I will not attempt to print anything especially since I was told there's a virus in the system. Thank you I would like them mailed so I continue to purchase my dog's food and I do not have to switch to another company. Thank you very much. ****
  
  
  Regards,
  
  **** Gota

  Business response

  11/15/2024

  Thank you for sharing Ms. ***** response to Freshpet.
  
  Please note, we did not have a virus in our computer system. As the Freshpet agent advised Ms ***** it was suggested she check her spam folders to see if our emails with the coupon link were in her spam or junk folder. Please also note, all our telephone calls are recorded and have been reviewed to ensure accurate information was provided.
  . 
  As a onetime only goodwill gesture, we will send Ms. **** 2-$25.99 coupons and 2 -$1.00 coupons mailed to her address via Federal Express Signature Required with a tracking number to ensure secure delivery.  As of today, our records indicate Freshpet has provided Ms. **** with a total of $107.96 in coupons. If Ms. **** encounters any further issues with Freshpet, we suggest she contact the store directly with her receipts to request a credit or refund.
  
  Please find below the addresses we have on file for Ms.****. Please ask her to confirm which address we should use for mailing the coupons, as the address she provided to the Better Business Bureau differs from the one she provided to Freshpet.
  
  Finally, please be advised that this will be our last attempt to send Ms. **** any further goodwill coupons, and we will consider the matter closed once the coupons are dispatched.
  
  Thank you for your attention to this matter.
  
  **** ****
  *******************************************************************************
  *************
  ************
  ************
  ******************************
  
  
  **** ****
  ***********************************************************************
  Daytime Phone: (*************
  
  From Better Business Bureau
  **** ****
  ***************
  #7
  *******************
  Daytime Phone:
  (*************
  ******************************

   

  Regards, 
  ******* *******
  Freshpet Escalation Specialist
  
  

• Initial Complaint

  09/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Rolls of food made my dogs sick. Phone *** asked me 20 questions wasting my time. Tells me to save wrappers and food. Offers nothing. Follow up email basically says sorry. Terrible customer service. Shame on them.

  Business response

  09/23/2024

  Hello, 

  Thank you for reaching out to us.
  
  On September 19th, Ms. **** contacted Freshpet, reporting that her dogs became ill after trying a recipe new to her dogs. Our agent followed standard procedure by asking questions about her pets' experiences and informed Ms. **** that our Veterinarian Team would reach out for further assistance. Unfortunately, there was a miscommunication on our agent's part regarding the origin of our recipes. Our Veterinarian Team also emailed Ms. **** to offer additional support.
  
  On September 20th, I left a voicemail for Ms. **** to apologize for her experience and offered to speak with her if needed. I followed up with an email, extending a $50 gift card as a goodwill gesture. Please see my email from September 20 below.

  Regards, 

  Barbara 

  Freshpet Escalation Specialist

   

  Thank you for reaching out to us. We truly hope your dogs are on the mend and feeling better, 
  

  I want to personally apologize for the experience youve had. Your report has come to my attention, and Im sorry for any distress and frustration this incident may have caused. Its clear that we did not meet the high standards of service that we aim to provide at Freshpet.
  

  I reached out to you via voicemail earlier and wanted to follow up with this email. If youd like to speak with our Veterinarian Team, please dont hesitate to call them directly at ************ or reply to the email they sent you yesterday. Your reference number is 8713. 
  
  Please rest assured that our foods are made *************, in *********, ************, and *****, *****. I apologize for any confusion regarding our recipes. 
  
  Attached to this email, you will find a link for a $50.00 digital gift card. The digital card can be of your choice for ******, ******, *******, ***********, ******, *******, ***** or PetSmart. 
  
  Thank you for bringing this very important matter to our attention. Feel free to reach out to me if you have any further questions. 

  Sincerely,

  Barbara 

   Escalation Specialist

   

   
  

   

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Too fresh pet products were spoiled. Fresh pit committed replacement. They could not email me due to printing malfunction. Attempted to print ecoupon several times. Would not print. Spent 3 hours communicating to vena and *******. They would not send again. Very rude to me. Very diracious about the amount of time put me on hold for total 2 and 1/2 hours after several days. Spoke to woman named *******. Rude to me I'm thinking biased because I am Mexican. I do have a green card I am in ***************** legally I have been here for years. Yelled at me. Screamed at me stated this is how it's going to be, this is going to work this way because I said so, this is the way it's going to be, tough luck if you don't like it too bad. No one has ever spoken to me this way it seemed like it was out of some kind of movie because in real life people don't speak to each other like she spoke to me in rude condescending bias. She said she fedexed me coupons. I work full-time for *** and I have hair salon and I'm not home for delivery. She put on ***** notes not to let me sign paper and leave in mailbox or next to mailbox or wherever ***** would leave it. I told ***** okay I'll pick up they said we will send it to Dollar general around the corner. A week later it doesn't show up at Dollar general and ******* has directed ***** to make me pick up at station. I drive *********************************** late for work. Station refuses to give me package ask me for green card and identification. My driver's license she said was a permit and no good needs to be permanent. I give her my card I come into ***************** with 2 years ago and she said it's not good enough and she said ******* said send it back if I don't prove myself. Woman behind ***** counter treat me like illegal. I drive 20 miles plus the extra 20 mi to work. I live in mobile home behind fence in back of property I don't see or hear ***** truck they don't tell me they're coming I'm not home because I work night shift. It is outrageous the company I choose for ************ food has a profile like this. I leave several messages for ********************************* r. I finally spoke to him and he said why is not ******* dealing with this? He very annoyed I'm being treated this way. I still know he had nothing from company. I spent $27.99 per item. If this pet food company treat me this way then I change company. Regardless I want my $60 back if they don't do what they committed to do and they are non-trustworthy I have to take the impression that this is not a pet food company and not the food I want going into my dogs because if they act like this with people what is really in the pet food and they could care less about what's in the pet food I'm thinking. This seems like a ram and jam company they seem like they scrambling like they going out of business. I see many things on the web many bad things. They don't answer the phone in the US they answer the phone from Africa in hard to understand accents. They tell me they work for $8 per hour for fresh pet so I'm thinking fresh bet tried to save money because they in trouble. The other natural foods I can buy I don't have to stay with this company and I'm going to do a ******* video and tell everybody how they treat me. I also recorded all the phone calls all the ridiculous phone calls from fresh pet to ***** and I'm going to put it up on ******* for the world to see because me, I am legal I may be Mexican but I am legal and I feel like this person ******* has a whole attitude about Mexicans in her country. Please assist in either getting my coupons to me or refund my purchase. I wish to work through the *************** I do not want no more conversation with this terrible company. If they tried to contact me I only talked to them through better Business bureau as my mediator

  Business response

  02/09/2024

  Hello, my name is ***************************** and I am the Escalation Specialist for Freshpet Consumer Care.

  On January 15th, Freshpet emailed ************** Freshpet digital printable coupons 4 - $13.99 and 2 $1.00 coupons.************ advised the coupons were not printed. I sent an email advising her that the coupons will be mailed and requested her mailing address. I arranged for a ***** package with 4-$13.99 coupons and 2 $1.00 off coupons to the address she provided to Freshpet. 
  
  I spoke with ************** on January 24th and informed her that we had received the ***** envelope returned to us, as ***** stated there was no such address and the provided telephone number was incorrect. Despite ************** confirming her mailing address was accurate, she expressed frustration that we couldn't resend the coupons to her email. I reiterated our policy of sending coupons to the home address if printing was not possible. ************ requested the tracking number for the ***** package, which I emailed to her. As of today, the package is located at the ***** facility in ******************* and can be picked up by *************. Freshpet has provided replacement coupons, and we now consider this matter closed.
  

  Please refer below for the name and mailing address ************** provided to Freshpet, which differs from the address she provided to this complaint.
  *******************
  5 ***** Belmont Court
  Weymouth ** 08330 -0294
  **********************
  ************
  
  The information below is what ************ provided to this complaint. 
  *****************
  7234 *******
  Space 5
  **** Landing, ** 08330
  Daytime Phone:
  **************
  ***********************

  Thank you for taking the time to bring this matter to our attention, 

  Regards, 
  

  *****************************

  Customer response

  03/05/2024

  
  Complaint: 21253454
  
  I am rejecting this response because:
  
  My dog food company needs to be a respectful decent company which is why I thought I chose fresh pet. I talked to other companies in the meantime they are nicer. It's important I feed fresh. I live in a mobile home. My address is ****************** which sits inside *******************. This woman is not telling the truth. ***** came three times while I was at work I work very hard in my hair salon I am never home! I drove **************************** egg harbor township and *************************** gas money a lot of gas money! And fighting traffic. I get to ***** and the woman will not give me package she say ******* requested package back! This is disrespectful and degrading to me and I feel because I'm Mexican the ***** was disrespecting me I don't believe story I don't believe any of this I feel like people disrespecting me. I attached ***** tag. Nothing wrong with my mobile home or my address. What was wrong is I'm not here to sign and this being by name of ******* make me sign. Then I have to chase package. If you send package normal I have no problem. I work very hard at my hair salon to pay my bills. This started because this woman this being by name of ******* don't let me print out coupon. Their problem with printing and then we graduate to problem with mailing. This company should be respectful of it's consumers. Please help me get my coupons back if they would mail my coupons normal we wouldn't have this Chase around. Thank you

  Please note that I work for *** part-time my extension is 1145 I work several times a week if you need to reach me well please reach me through email. Thank you thank you and thank you for helping me with this company that's against me

  
  
  Regards,
  
  *****************

  Business response

  03/05/2024

  Hello, 

  Freshpet has made multiple attempts to send coupons to ************** via email and ****** As previously stated, we have made two attempts to send Freshpet coupons to ************** via ***** to her provided address.   However, the FED Ex package, tracked under #************,is currently still sitting at the ***** location in ******************* **.  At no point did Freshpet request ***** to return the package to Freshpet.
  
  Due to the multiple attempts, and coupon value,these coupons will only be sent with a signature required, and not untracked via regular mail.
  
  As mentioned earlier, we are considering this matter closed. Nevertheless, if ************** wishes to provide her hair salon's mailing address, we are willing to make one final attempt to send her coupons via ***** signature required.
  

  Regards, 

  Barbara 

  Freshpet Consumer Care

  Escalation Specialist

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Spoke to fresh pet customer service rep ******* At first she was extremely rude. Kept me on hold and on phone one half hour. She agreed to refund my two bags of fresh pet due to IBS syndrome in dog. As a favor she was going to send me a gift card to my email and I could use this gift card to buy my special food my prescription food. By the end of the half hour ****** became very rude and back pedaled and sounded like a used car salesman. I have been using fresh pet for years and years and I don't appreciate being treated this way. I know to contact the better Business bureau because that's what the store told me to do they said fresh pet is a very difficult company. I am a Mennonite and my religion allows me to do certain things and not others. I am allowed to use my email certain hours and my husband more than I read the woman the *** and I told her I paid $27.99 a piece at ShopRite. This is for my special assistance dog that we use for my daughter. The dog has IBS and can't eat the food any longer. By the end of the conversation The woman by the name of ****** was rude and I feel biased. Please help me get the gift card that was promised to me by fresh pet for$57.98. which is the total amount paid before tax. This woman ****** was all over the board committing to a gift card one minute taking it back the next and then by the end of the conversation chastising me and telling me to go back to ShopRite who refused the refund in the first place. Why does this company that I patronize for so long behave like this? This woman by the name of ****** laughed when I told her I was going to report her to a supervisor she said she was the supervisor and when I told her that I am going to call the corporation she laughed again. Refund assistance please

  Business response

  07/24/2023

  Thank you for reaching out to Freshpet with regards to the complaint filed by Fleur ******* Case 442341.  Freshpet ************* records and documents all of our calls.  ********s are advised of this when they contact our 866 number.  We were able to review both the call and the case documentation.  Our ************* Supervisor for Freshpet spoke to Ms.****** on Friday, July 21st.  Ms. ****** stated that she contacted us the previous week by telephone, however, we have no record of any interaction prior to the July 21st call.  
  
  Our ************* Supervisor for Freshpet asked Ms. ****** for product information to verify that a Freshpet product was purchased.  We understand Ms. ******s limitations with sending us pictures of the product purchased with her phone, but she can send us proof of purchase by email or mailing via the post office the information when it is convenient for her.  The *** code information that Ms. ****** provided was not a Freshpet product.  Ms. ****** advised during the call that it was a chicken product, but most of our recipes contain chicken.  All we are asking is for is a proof of purchase for the Freshpet product that was purchased.  We do have a freshness guarantee, however, we do not refund products that have been opened and compromised,nor for any medical conditions that are not caused by our food, such as IBS.  If there is a medical condition that was caused by our food, we would have put Ms. ****** in touch with our Veterinarian Team that we have on staff.

  Please understand our position, as anyone could contact our company asking for a gift card without proof of purchase, which we would not honor.  Contrary to Ms. ******* comments, we actually work very closely with all of the retailers that sell our products.  As we stated previously, no retailer will take back or refund any package that has been opened, as it would have been compromised.
  
  We will be very happy to honor a digital gift card for Ms. ******* once we are able to obtain proof of purchase (either by product or store receipt of purchase) for the product that she previously purchased from ShopRite.

  Regards,

  Barbara 

  Escalations and *************** Specialist

   

  Customer response

  07/27/2023

  
  Complaint: 20358593
  
  I am rejecting this response because:
  We are Mennonite I feel like we are being biased. I purchased this food for our dog for over 10 years now the dog has irritable bowel syndrome and I have to go off the food for prescription. This is not nice to do to folks that patronized for years. The response to me seems outrageous. I have gone to the rescue center where I donated the food. They woman took photos for me and was kind enough to print them. The library attached them for me. Fresh pet is telling a lie that it is not their food. I really liked this company despite their past public troubles I read in the press. They say they will send me a gift card my intention was to use the gift card to cook for the dog or even buy the prescriptions through one of the companies on the gift card. There is a lot of back pedaling here and denial. The woman I spoke to was colorfully rude to me. Very condescending. I would be happy to receive my gift card as committed and **************** pet in the future when the dog is better God willing. Thank you

  
  
  Regards,
  
  Fluer Street

  Business response

  07/27/2023

  Dear Ms. ************* We are very sorry that you are not satisfied with our response.  During the recorded phone call with our supervisor, you advise that the bag of food was placed in the trash, and the package was crumpled, so you could barely read it.  The *** code that you supplied was not a product made by Freshpet.   We have not received any photos, as none were attached to this BBB response, nor was anything emailed to us as requested.  We are also a bit muddled by your statement about donating the food, if it was originally in the trash.  As we stated,it is not our policy to issue any type of compensation due to your choice to feed your dog another brand of food.  If you have any records from your veterinarian stating that the Freshpet food caused a medical issue for your dog, we are happy to have you speak directly with our Veterinarian Team to discuss further.  At this point, we will stand with our policy, and are not in a position to offer any type of compensation.

  Regards, 

  *****************************

  Escalations and *************** Specialist 

• Initial Complaint

  09/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I fed my 13 yr old yorkie freshpet for about a month. She got sick one morning, left her while I went to work. Came home for lunch and she was unresponsive. After a $600 vet bill she is still recovering and showing signs of kidney failure.

  Business response

  09/28/2022

  My veterinary team at Freshpet has been in contact with ***************************** and we are currently evaluating his concern. Thank you

*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. ↩