Complaints

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I participated the **** Checkup Challenge on July 23th with valid pet food receipt and vet receipt but couldn't finish the last step because the website kept saying my address was invalid. I then emailed their help team about the issues with all my receipts and information. On July 28th I received the congratulations email saying my receipt passed the test and all I needed to was to link my account to redeem the offer. I submitted my account successfully this time. On July 29th, the help team contacted me and confirmed that my reward was in the process of generating and would take up to 72 hours to be generated. An email would be sent as well. I then waited but until now I didn't receive that email nor my reward. On Aug 1st, I emailed the help about the issue but what I got was just an email saying they will research that. So far, my issue has not been solved and I didn't receive the reward. They are too slow to respond and resolve problems and that really exhausted me.

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/08/17) */ We apologize for the delay that the pet parent has experience as part of the **** Check Up Challenge. Typically speaking refunds do take over 2 weeks to be received. We have recently been made aware that our fulfillment group has experience a technical error with issuing refunds via ******. This error has been corrected and the refund is in process. Again we apologize for the delay. Please let us know if we can assist in the future, we are always happy to help. Consumer Response /* (2000, 7, 2022/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received the reward. Although it takes so long I am still glad that the issue was solved finally.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They offered a promotion where if you spent $** on eligible products you received $*** rebate for a vet bill. Both of which I completed, and they even sent me a list of the eligible *** numbers, after confirming that in fact all my products were on the list I responded back to them and have spent the last week chasing them. After going on their ******** back I discovered that I was not the only one they were not upholding their end of the promotion with. There are others, and because of this I am writing to you in hopes that you can rectify this issue.

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/04/15) */ **** Petcare apologizes for the experience that the pet parent has had with the Check Up Challenge. This promotion was fulfilled by a group affiliated with ****. While we do have record of correspondence with this pet parent, we do not have the full details. We request more information about the specifics, and will be reaching out for a swift resolution. 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. ↩