Complaints

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered bulk supplements from them last August but they sent me their very old stocks that is near expired below 5 months and was different from what I ordered. I tried contacting them last November but they refused to help because they said that they don't have control on the products that they are sending and they are making sure they send products above 3 months but they sent me products with 11//2022 expiration. They should give at least 6 months before expiration not below 5 months. I spent $1,694.24 just to get unconsumable supplements because I don't want to give my dogs near expired supplements.

  Business response

  01/26/2023

  We've had multiple correspondences with this known unapproved reseller on our policies and products. We fulfilled every order as expected and clearly communicated fulfillment policies. We were able to deliver to his ********** address  4-5 days after he placed the order. back in August. But he also shipped the products from CA to his country which took months to deliver that is why he received the product near the expiry and this is no longer our liability. He tried to dispute the charge of delivered product with the bank, but we won the dispute with our written evidence and will no longer accept orders from this customer.

  Customer response

  01/26/2023

  Complaint: 18900741
  
  I am rejecting this response because: Even if I didn't ship it from our country the fact that they are giving supplements below 5 months of expiration and also I ordered the nee label but they sent me there old stocks. I ordered August 30 2022 but they gave 11/2022 expiration that's below 3 months already. I lost the dispute because I can't return their useless products anymore because of return shipping cost.
  
  Regards,
  
  Johnfel *******

  Business response

  02/02/2023

  I have attached our communication with you back in August of 2022. "We cannot guarantee shelf life beyond 3 months prior to the expiration date for any of our orders as per our policy." and another response was given to you "Please let us know if you are not satisfied with your order at any time with the understanding that we cannot guarantee more than 3 months and any products within that timeframe are considered fulfilled as ordered." You may return all the prodcuts so that we can process a refund. Thank you!

  Customer response

  02/02/2023

  Complaint: 18900741
  
  I am rejecting this response because: I'm your customer since 2020 I've order more than $10,000 already. I have an order again last October and there's products still below 3 months of expiration. I will accept all this loses because they are unusable anymore I can't sell or use them. Just let me order again and unblock my account. I will not complain any further.
  
  Regards,
  
  Johnfel *******

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased under a free sample with purchase lure, hoping my dog would like this. He refused to take it so I contacted ********* in customer service and asked to exchange flavors. Her response was to tell me how to force my dog to take it. After much ado and quite a bit of aggravation, I canceled my entire order and requested a refund. ********* stated there was nothing she could do as an order had already been sent. Although, I had not set up for repeat delivery at that point, nor had it been sufficient time for a new order to be sent even if I had. And, I was unable to access the account under which this was supposedly set up! If I couldn't access it, obviously I didn't set it up. Around and round we go, I finally got ********* to state, in writing, she would send me a refund if I returned the product. I did so returning both the free sample and the paid for sample. I then disputed the transaction with my bank to ensure that there were no further charges on my account. Lo and behold, ********* disputed the refund with the bank on their end. Failing to mention that she promised the refund, failing to mention the product has been returned, TWO WEEKS BEFORE SHE RESPONDED TO THE DISPUTE. She gave the bank some convoluted explanation of how it was a free sample and I didn't need to return it, and wasn't expected to pay for it, but, magically, still did not bother to give me a refund, nor did she mention agreeing to. If I wasn't expected to pay for it, why are they holding onto my payment?! Why are they disputing the refund?!. I just want my $38 back. Given that I am not the only person with this exact same issue, this company needs to hire competent, and honest employees (especially since it is in their name) and change their practices to not appear as thieves.

  Business response

  08/04/2022

  ***************************
  8864 *****************
  **********, ** 95662

  
  Dear ***************************,

  
  We received your BBB complaint with Case# ******** regarding your experience with an online purchase from us. We completely understand your frustration about not arriving at a resolution even after contacting our support center. Please accept our sincerest apology for any trouble this has caused you. 
  We are sorry to hear that your pup doesn't seem to like our Senior Allergy Support Chews. While most pets love the flavors of our products, they definitely have preferences and are not all the same.  We do have a 100% satisfaction guarantee that if your pup doesn't see results we can send you another one of our products or send you a full refund. 
  Upon checking on our system, It looks like instead of a one time purchase, you may have accidentally clicked on Auto Ship on March 3, 2022 under Order #****** which is why the order came in as a subscription on April 3, 2022 under Order #******. But do not worry, we have already canceled your subscription on April 4, 2022. *************** will be sent to you on a recurring basis after April 3 shipment. You may access your account portal here - (https://www.pethonesty.com/tools/recurring/portal/ba65382a5937a0224063fe6c2738e9/subscriptions/)

  
  To assist you, we have refunded Order #****** ($37.52) and and reimbursement of funds will be allocated back to the original form of payment used for the purchase. Please allow 3-5 business days for the amount to be credited back to your account. Furthermore, we are unable to processed refund for Order #****** ($60.04) since you've already disputed it with your bank and refund was issued on May 18, 2022.

  
  As a courtesy, we would like to offer you 50% off on your next order at pethonesty.com with code JUSTFORYOUVALECIAW50 - just add to your cart at checkout! There is no minimum order amount for this discount and please note this cannot be used with other discounts or offers, including subscriptions. 

  
  It is our hope that you give us another opportunity to delight you with excellent customer service in the future. Please be assured that what happened in your case is not typical of PetHonestys level of customer service or delivery. We highly appreciate your feedback as it will assist us in becoming better at what we do. 
  
  We appreciate your time that you have brought this to our attention.  Please contact us again if you need further assistance.
  

  
  

*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. ↩