Complaints

• Initial Complaint

  10/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On October 5, 2022 I received my ************* order 3 days late and this time the bag of food looked different than the 4 previous orders from them. Instead of looking like quality freeze dried pellets with visible pieces of green beans and cranberries, the quality of the pellets changed to brown pellets and pieces of green beans and cranberry were missing. The quality simply looked subpar to all my previous orders. I complained to the company and they ensured me that this was an update to their product and that they did not notify their customers of this change to their product. I complained to customer service about the change and my disappointment in their lack of communication on this change and even stated that this could be considered product misrepresentation. They argued with me and offered no refunds. The following months order which arrived on October 28, 2022 had a pamphlet addressed to different customer and their dog (not to me). The recipe seemed to be the same but the bag of food had larger pellets and once again included the cranberries and green beans that they said they got rid of with their new update last month. In addition to this, the pellets are so large that they are too BIG for my tiny dog to eat. Still they will not offer a refund or remedy their error by sending me the dog food that is intended for small dogs like mine. The lack of consistency with their product and product management as well as terrible customer support is why I am sending this complaint. I would like to be refunded for both orders ($141.90 total) since neither order arrived with the product I was expecting to receive.

  Customer response

  11/27/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Spot & Tango has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *******************************

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First of all they said they were out of chicken so they had to change my recipe to beef. No big deal there, things happen. Im just now finding out it was because of salmonella, but again no big deal will play it safe and get the beef. I contacted them on Thursday because my dog ran out of food even though they told me they sold it to me for 28 days and its charged based days. It only lasted 24 days using their measuring cup so I sent them an email on Thursday and I was told Id get a response within three business days. It has now been 3 business day and no response. I go to check my order status because it was supposed to ship by September 26 and theres still no tracking information indicating it is shipped. My dog has not been out of food for almost a week and there is no way to get a hold of them but they had no problem charging my card and Im pretty sure a dog food company understands how important it is to not keep switching up your dog food. So Ive had to feed my dog a different brand so she has something to eat while I wait for them to get back to me. At this point I dont even wanna do business with them and I want my money back.

  Business response

  10/03/2022

  ************************* concerns are understandable and we can assure them that we are looking into why their particular order did not last the full 28 days as expected. Due to the issue we refunded the cost of the missing days of food and responded directly to them regarding their account. We take these matters very seriously and truly apologize for the trouble.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order (order # ******) in the beginning of September and was notified shortly after my order was placed that the food I ordered for my 3 dogs was on back order till November. I decided I didn't want to wait that long & was going to go another route. I requested my order to be canceled & all future orders and requested a full refund of $107.01. I was only able to send this request via email or text. There was no number to call for customer service. I have been getting the runaround from the text **************** replies. Now I'm in week 3 and no refund and now no response back to my request.

  Business response

  10/03/2022

  After reviewing the information in our system we can see that the order was indeed cancelled and refunded on the same day the refund was requested. The account is also cancelled so no future orders will be processed.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with Spot & Tango on 9/15. I ordered the chicken and brown rice AND the beef and barley for my dog. They advised me they did not have the chicken and brown rice and my order would only consists of beef and barley. I notified the company I did not want this for my dog and I requested a full refund prior to the order being shipped out. I paid $81.38 for my initial order, however, Spot and Tango only refunded me $8.14. I NEVER received ANY product from them so I do not know where the rest of my money is. The company phone number is ALWAYS busy and they are extremely slow to answer emails or chat. I WANT A FULL REFUND SINCE I NEVER RECEIVED ANY PRODUCT. And also during your trial period, which I had signed up for, you promise a money back guarantee.

  Business response

  09/27/2022

  We completely understand ****************** concerns and can assure her that it's never our intention to cause distress. In a previous conversation we explained the reason why the trial order needed to be modified and refunded the difference in cost for her order. However, due to the cancellation request we have refunded the order in full and cancelled the acocunt.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for a trial subscription with Spot & Tango on September 4th. The website stated that the order would ship no later than September 11th. Today is September 19th, and the order still has not shipped. After numerous attempts to cancel the order/the subscription, customer service finally responded and said my order would ship at the beginning of next week due to food shortages. The company will not respond to requests to cancel the order, but simply sends an automatic response that it will ship next week. I do not trust the company to adequately and continuously supply food for my dog if even the trial subscription takes over three weeks to ship, let alone arrive at my house, and I have no interest in continuing with the trial. The experience has spoken for itself thus far. There is no need to waste dog food by sending it to my home. I would like the order (order #******) canceled and my money refunded. Thank you for your assistance.

  Business response

  09/27/2022

  After checking our systems we were able to confirm that the order was indeed cancelled and refunded on September 19th as requested by the customer. We apologize for any previous delays in communication.

  Customer response

  09/29/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  09/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I recently placed an order with a company called Spot and Tango for dog food. The company advertised 50% off the first order. I was charged $73.08 for this first order on 8/30/22. Two weeks later an auto-order was placed (as it was a subscriprion) but this time I was charged$294.63. That is clearly NOT 50%. I immediately tried contacting the company the day my account was charged. I received an auto-response from them that I could receive word within three days due to their high emails. I have sent multiple emails to them reaching out to try and cancel before the order shipped. I finally received an email tonight saying:"***** ********* *** **** ** **** *** ** **** ** *** **** * ***** ******* **** ********* *** *** ******* ************* ****** ** **** ************* ** **** **** *** ****** **** ** *** *** ***** *** * ****** ********* ******* ** **** ***** ** ******** ** **** ** ****** *** ****** *** ********** ******** ****************** ** ********* ** ** ********* ********** ********* ** ** **** ******** ******** ****************** ** ********* ** ** ********* ********* ********* ** ** **** ****** *** **** *** ***** ********** ****** ***** ******** ** ******* *** ***** **** ** ****** **** **** *** **** * ***** **** ** **** ******************** ****** * ***** * ***** ****"I did NOT authorize this charge. I was advertised 50% off. I was expecting a charge of $140 NOT $294.63. I have NOT received any products from them for this recent charge. I would like a complete refund.Images attached: charges made to my account and the many emails I sent trying to communicate with someone. Each email was replied with an auto-generated message of "wait three days for respnse." It is false advertising to say 50% off and then charge a substantially larger amount on the following charge. It should not take 5 days to get a response to help mitigate issues.I appreciate your time.***************************

  Business response

  09/27/2022

  We completely understand *********************** frustration and confusion and will be happy to clarify. Our trials consist of 2 weeks worth of meals, this way pups have time to try the food and transition properly before switching fully to S&T. 

  Everyone receives a 2 week trial of food regardless of the frequency of their regular subscription. This means that a pup could be on a recommended plan that processes on a 6 or 8 week frequency but for the trial they would still receive only 2 weeks of food. 

  The 50% discount applied to the order mentioned was 50% off the 2 week trial. For example, if a pup's regular plan is set to recur every 4 weeks for $100 the trial cost would be 2 weeks for $50. The 50% discount would then reduce the price further to $25. However, after the trial the plan would be on its regular frequency and price - $100/every 4 weeks.

  Customer response

  09/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   That all sounds great, EXCEPT, 50% means half. I was charged $70 for the two week trial. As a result, I was expecting a charge of $140 for the following order. NOT a charge of $294.63. This is clearly NOT 50% off. Once I saw this charge, I immediately contacted the company.  The company waited 5 days to respond and say "unable to cancel or refund."  I have canceled all services (as far as i know) and never received this second shipment. I only received ************* order. I am still awaiting a refund for this $294.63 charge.  This is false advertising and people cannot be forced to have a subscription with a company if they do not want one.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This business has charged me for an order, which they have not shipped. I contacted them via text and email, and no response. I requested a cancellation of my most current order as well as all future orders (dog food subscription service). There is no way to cancel the subscription on their website, and they are not reaching back out to me. My dogs have been out of food for well over a week now, and I have had to make alternative plans. I need the business to cancel my recent order, credit my payment, and cancel my subscription.

  Business response

  09/27/2022

  After checking our systems we can see that the order was successfully cancelled and refunded on September 17th and the account was cancelled on the same day.

  Customer response

  10/04/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ************
  
  
  
   
  
  

• Initial Complaint

  09/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi there,My issues with Spot & Tango started when they emailed me on September 7 about a Salmonella contamination in the bag I had received/purchased. I was promised a refund and nothing else. I had to ask for an additional bag to please be sent since my dog needed to continue to eat (I paid $137 for this myself), and then a pack of treats was delivered instead. However, I was still charged. I've reached out multiple times now with no response. Not only did they potentially contaminate my dog--they interrupted her feeding schedule by not sending me a replacement bag, and have continued to disrupt her health by not giving me a response or solution, and have no illegally charged me for a product I did not receive. They have failed to communicate with me about ANY of this, despite my multiple detailed emails and texts. My dog has an extremely sensitive stomach, which is why we started this unkibble/fresh food to start. It took us so long to get her finally adjusted to their new food, and then a few days later we had to abruptly stop feeding her because of the salmonella and then find a "safe" food we could feed her in the meantime. While we wait for her "new bag." That I was already charged for and "delivered" despite nothing. *** details even said the package was ****lbs. Nothing at all like her food. I am beyond upset that my dog has been vomiting and having diarrhea due to her abrupt change in diet and there is no end in sight since they have REFUSED to respond and let me know they acknowledge their mistake and a new bag is finally coming. The only bag I've received so far is the original contaminated one. These are not cheap foods. And I've had to spend over $100 in safe replacement foods our dog can eat while we wait for her next Spot & Tango shipment. This is beyond cruel to animals after a mistake THEY made. The two emails I've attached are what I sent AFTER submitting my claim/issues to them through their ****** forms they sent out for the impacted parties.

  Business response

  09/15/2022

  We sincerely apologize for the delays in communication while we work to get all cases pertaining to the voluntary recall sorted in a timely manner. Due to the delicate nature of the issue we communicated directly to ******* via email in order to address all of their concerns.

  Customer response

  09/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Hi there,

   

  The business has told me they have "shipped" my dog's food (that I already paid for) but I have yet to receive it or see it's en route. I have a tracking number that just says "label created," and I still have NOT been refunded for the original contaminated bag. They responded to me personally yesterday asking for more details and I provided the necessary information. I am rejecting this because things are still not resolved, though they have FINALLY responded to me and I hope a resolution is in motion and will be happening soon. Their response and my response is attached. Supporting evidence as well. Thank you so much for helping because I am POSITIVE they would not have responded without your support.

   

  Best,

   

  *******

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  09/27/2022

  We have checked our systems and can see that the order was indeed refunded in full on September 19th and that the order was indeed shipped. Regardless a member of our team will make sure to reach out to them directly in order to answer any additional questions or concerns.

  Customer response

  09/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me because of the timing and delay and how long it took the business to correct their mistake but I don't feel the need to continue this claim or my business with this company. It has been a complete waste of my time to engage with them. Thank you BBB for your help because I dont think they would have answered otherwise. 
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  09/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The company voluntarily recalled dog food at 6 PM, conveniently at the time that their customer service representatives close. Also you cannot call them or chat with them or engage with a live representative, you can only contact them through email or text. Ive been steadily emailing and texting for over four or five days, desperately asking for them to ship our order as we only have recalled food in our possession. There have been no attempts to resolve the situation or answer our correspondence. Due to allergy issues we cannot substitute food with another company this quickly, as the dogs will need time to adjust. Frustrated, a long time customer that spends almost 5 to $600 a month on dog food with their company and to be treated this way with no food to feed her animals, I think its really Irresponsible for the company to at least not send out replacement orders as soon as possible. In hopes of attempting to get food quicker I even made two orders, one under my regular name and one under a different email address as a new customer, please know that I did not ask for a new customer discount, just to see if maybe we could trigger the shipment but instead they charge my credit card and have not shipped the item out

  Business response

  09/14/2022

  We completely understand ***************** frustration and can assure them that we are working diligently to ensure that all of the customers impacted by this issue are responded to and their cases are addressed as quickly as possible.  Due to the delicate nature of the issue we can truly appreciate ***************** concerns and will be contacting them directly with additional information regarding their orders.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I subscribed to a dog food plan thru Spot & Tango. I was notified shipment of the chicken flavor may contain salmonella. I could not determine if lot I had was affected and have requested assistance numerous times. The only acknowledgment I receive is a computer generated reply they will get back to me. They have now charged me for another shipment I do not want and refuse to communicate to resolve.

  Customer response

  09/14/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

*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. ↩