Pet Supplies
Spot & TangoThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
05/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have a puppy that is a picky eater so i've been trying different dog foods. This company has a sample bag so I got it. Two weeks later a $84. charge appeared on my bank account. I am on a fixed income and contacted the comany to return the food that I don't even have yet. They are giving me back 50% and I can't afford to pay $42 for food he won't eat. I didn't read the fine print as everyother company gives you a full rfund if I donate to food to a shelter. I need all my money back. Can you help me.Business response
05/20/2024
Thank you for taking the time to provide feedback on your experience. I apologize for any confusion during the sign up and checkout process. Spot & Tango is a subscription based service and we do highlight that in multiple places. I've included an example of our checkout screen for reference. There are 2 locations on this page alone that disclose you're signing up for a subscription service by purchasing a trial of Spot & Tango.
An email reminder is also send 3 days prior to your order processing date. During your phone call with our customer service team you disclosed that you did receive that email. At this time your account has been canceled per your request and as a courtesy we've refunded you 50% of your order. The shipment will still be delivered (at half cost) as we're unable to cancel it and we do not accept returns. If your pup doesn't like the food we just ask that you donate it to your local animal shelter or rescue.
Initial Complaint
02/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Spot and Tango is scamming people. I did not sign up for an account! I do not have an account! Like countless others they put me on autoship for an account that I dont have access to. They auto shipped both a supplement and food after two weeks and it is COMPLETE FRAUD TO SAY THAT I authorized it because I didnt. They should refund 100% not 50% because I did NOT Authorize the renewal! I am alerting my financial institution as well.Business response
02/13/2024
Thank you for reaching out today and speaking with one of our **************** Specialists. As explained on the phone, your trial order was the beginning of a subscription service and the order processed was a result of your enrollment at checkout. Were sorry for any confusion and as a courtesy have refunded you 50% of your order. Weve attached an example of our trial order checkout screen which highlights our terms disclosure and the promise of an upcoming full size order. At this time your subscription is now canceled per your request and no additional orders will be shipped to you.Initial Complaint
01/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On Friday 12/15/23 I ordered a trial of dog food (ORDER #*******) from Spot and Tango for $111.08 USD. Then on 12/26 (the day after Christmas) I was sent an email from Spot and Tango notifying me of a recurring subscription order totaling $223.96 USD (!!!!) set to ship and gave me only 3 days to change the order. I did not order another product, nor did I want to automatically sign up for a recurring subscription when I hadn't even tried the first product yet. I did not see this email until 12/29 after I returned from international holiday travel, and missed the window to change my recurring subscription order (which I never wanted nor chose in the first place). I was very disgusted at having been signed up for a subscription that I did not want and asked for a full refund in the amount of $335.04 USD and explained that the products are unopened and unused. I was told that the company cannot give me a full refund, which is ludicrous to me and very unfair. I would like a full refund in the amount of $335.04 USD for these unused products, which I will happily send back, and ask that this company make this subscription more transparent and to not sign people up for a subscription when they just want to try a product before committing to it. Thank you for your help.Business response
01/11/2024
*****,
Thank you for taking the time to share your feedback with us. We're sorry to hear that your experience was less than perfect. As a courtesy, prior to receiving proof of donation, we've refunded you 50% of your most recent order, which was offered to you as part of our donation program when speaking with ***************** As you mentioned, we did notify you 3 days prior to your recurring shipment processing and I've attached examples from both our checkout screen and cancellation FAQ which clearly state that Spot & Tango is a subscription based business and that by processing your trial order you agree to automatic shipments.
Kind regards,
Initial Complaint
12/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company is a huge scam just like others I agreed to pay for a trial on their dog food, my dogs didnt like it, I cancelled the trial and they proceeded to charge me $340 for more of the food my dogs didnt like. Why spend $450 on kibble each month for two dogs who has that kind of money? Especially if my dogs dont like it. I see numerous similar complaints on BBB and will be going to my bank because they wont even let you speak to a real personBusiness response
12/15/2023
Hi *******,
Thank you for taking the time to give our team this feedback. It looks like you did not cancel your subscription before your 2nd order was charged, however, our team did make an exception and provided a full refund for you. Our Customer Experience team did reach out to you at the time you had scheduled the phone call (December 14th, 2023 at 4:02p EST), but you did not answer. Our team member left a voicemail and followed up with you via email.
If you require any further assistance, please feel free to reach out to our team by emailing ******************************** Thank you!
Initial Complaint
11/20/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
In July of 2023 I ordered a sample. My dog did not like the food at all. Now today I have a delivery from Spot and Tango. I did not order this food! I tried calling BEFORE 6pm and there was only a recording. How this account was changed to ACTIVE is beyond me. Why would I place an order for $169.07 for food for my dog when he dislikes it!!I will not pay $1.00 for this order that I did not place. Maybe some people can afford to spend $169.07 for 28 days of dog food, but I cant!!!I want a FULL REFUND! I am not the only person this has happened to!!Business response
11/20/2023
Hi ******!
Thank you for reaching out. Out team has completed an investigation and found that you logged into your portal on October 11th, 2023 and reactivated your subscription to our fresh dog food. We apologize if that was not your intention and have made an exception to our subscription policies to provide you a full refund. Please be on the lookout for an email confirming those details. Thank you again.
Best,
Spot & Tango
Initial Complaint
09/29/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered dog food from an online company and when I received the order it was small. Then they went ahead and withdrew ****** from my checking and would not refund my money. Even tho I haven't received the item. I canceled them immediately when I got the little sample. I did not authorize 197.Business response
10/02/2023
Thank you for sharing your feedback with us. Spot & Tango is a subscription based dog food service. We're so sorry for the inconvenience your first recurring order caused. Unfortunately your order processed the day before you reached out and requested to cancel. Our records indicate the order was delivered this past Friday, 9/29. Please let us know if you did not receive it. As a courtesy, we've refunded you 50% of your order cost. You should see that credit returned to your payment method within 3-5 business days. If there's anything else we can do, please feel free to reach out to our customer service team.Initial Complaint
08/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I wanted to order dog food with promo for my dog. I was told I didnt qualify, I understood and cancelled my order. My previous subscription accidentally aciticsted and the order actually initiated and shipped unbeknownst to me. I contacted the company and even manament they refused to cancel order and refuse to allow me to reject the shipment so that I didnt assume shipment. I dont want the food. Lastly I offered to take the food at the original promo they insisted I donate the food and provide them a receipt and then they would offer me half the price. !! Make no sense , we have rights in America. I refuse to be forced to buy something where are my rights as a consumer. I want a full refund.Business response
08/31/2023
We apologize for your recent experience with us. A full refund has been processed and funds should return to your payment method within 3-5 business days. If there's anything else we can do, please feel free to reach out to customer service.Initial Complaint
08/08/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
#****** Date Jul 25th, 2023 I ordered a trial/sample of cod/salmon food for my dog. Within days I received the order and within 2 days I canceled my subscription due to my dog not tolerating the food due to allergies that must be in the food. She is itching very badly and has spots of irritation all over her entire body. Due to this I canceled my account to not have continual orders or shipments. I did not authorize $293 charge for 4 weeks of dog food after my trial was canceled. There must be a mistake or I was auto renewed or enrolled into a new subscription. I was told I would receive a 50% refund because they cannot return the items due to its perishable nature and that I only had until 5PM yesterday to apprently change or cancel future orders when I had already canceled many days prior. The shipment hasnt even been placed; just the order. I DO NOT want the food. I will not be giving this to my dog. She has been advised by a Doctor of veterinary medicine to stop this food IMMEDIATELY, please provide me 100% refund I did not authorize this payment, shipment or subscription after my trial.Business response
08/23/2023
We're sorry for your experience with our food and truly hope your dog is feeling better. As of August 9th, ********************************** full. If there is anything else we can do to help, please feel free to reach out.Initial Complaint
03/16/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I subscribed to Spot and Tango Beef and Barley Unkibble and chicken unkibble formula. I received my batch for food the week of March 8, 2023. I started feeding my dogs the beef and barley formula March 8th. By morning of March 9th my older dog was throwing up and proceeded to only become sicker. She was having seizures vomiting, diarrhea. Etc. By March 13th she was dead. We didnt think it was the food at the time just maybe her age. But as of today after feeding my other dog the same formula he is now throwing up.I reached out to their call center as they have no other means of contact. I asked if I could provide the batch number in return for the test results for that batch. My hope is to rule out the food being an issue. Which should not be hard to do since they insist and promise that they test every batch. The woman on the phone just kept repeating a script. When I asked to speak to a supervisor she refused and said that wasnt possible.All I want is proof of testing on a specific batch of food. If they truly test like they claim. That shouldnt be an issue. I truly think this company is something we need to worry about as they have no means of being held accountable and they dont seem to care about their customers or health of their dogs.Initial Complaint
11/18/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Spot and Tango They had a Salmonella issue with certian batches of their chicken recipe.I was on a subscription plan,They switched me to all beef without asking or any communication. Then, repeated no communication. Take forever to respond to email. Do not answer phone: no customer service... chat is some call center: compleyely ineffectual. Was so frustrated. I cancelled sbscription and moved to Yumwoof air dried food. Hopefully, their customer service will be better. These are air dried human grade ultra premium, super expensive dog food products: where is the matching customer service to match??Business response
11/29/2022
We completely understand our the customer's frustrations and would like to assure them that we were extremely swift and proactive when it came to communications regarding the voluntary recall. Information was posted on our website and emails were sent to all customers, especially those who were impacted. Customers who were on more than 1 recipe at the time of the voluntary recall were switched to only receive the alternate recipe (in this case Beef) so that the pups would not run out of food while we looked into the issue internally. We also extended our customer service team's hours of availability in order to answer all of the incoming questions and concerns from our customers.
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Customer Complaints Summary
33 total complaints in the last 3 years.
3 complaints closed in the last 12 months.
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