Complaints

• Initial Complaint

  03/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  First order:You canceled my order on the grounds that it was out of stock at the advertised price. Then immediately raised the price and continued to sell it on the Internet, I tried to contact you to deal with my unfair transaction. I sent an email from the 9th to the 23rd and didn't solve any problems.I clicked no fraud mail, you can't suspect me of fraud.My billing address is correct, you can't say my address is wrong.My address has received packages from other stores, you can't say there is a problem with the address.My bank card has paid for a lot of orders through Shopify and other sites, you can't say there is a problem with my card.Your discount is sold by the case, you cant say I bought too much.Second order:On the 16th, I changed the order quantity by email and waited for customer service to send the invoice. On the 23rd, I sent an email to complain and customer service replied. She sent the invoice we confirmed on the 16th. The payment failed and the rabbit patties were out of stock before payment was made. Items were also the wrong weight and more expensive.The customer service said that she would send another invoice. The rabbit patties agreed on the third order on the 16th were out of stock and the rabbit nibs order on the 9th was out of stock. She said I have no way of sending you product that we do not have available. I created the same exact order you tried to purchase at the time. Please let me know if you would like to take part in this deal as this deal has come to an end.16-23 These items are always in stock Why are they out of stock when I pay? This happened three times, you didn't do what you promised. Is it my problem that the deal come to end? ARE YOU KIDDING ME?Businesses that intentionally post false prices or that otherwise engage in bait-and-switch pricing can be liable under federal and state consumer protection statutes.Now the price will not change because all are out of stock. Honestly, I could file 3 complaints.

  

  Business response

  04/10/2023

  To Whom It May *********** style="color: rgb(47, 57, 65); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; background-color: rgb(255, 247, 237);"> 
  Regarding the complaint filed by ***************, the consumer attempted to purchase of products during a limited time promotional period.  The payment was declined and resulted in a full refund without fulfillment of the order; we have provided a copy of the transaction for your reference, "Orders - #VE19785".  
   
  We have been in contact with this consumer via email regarding the declined transaction for Order #VE19785 placed on March 9, 2023 in the amount of $3,130.74.  
   
  To assist this consumer, we honored the discount outside of the promotional period and suggested alternative products as the original order included items that were out of stock.  We entered a new order for replacement to this consumer on March 23, 2023 and send a request for payment; please refer to the document "Draft order - #D5395".  Ultimately, the consumer was unable to provide us with a payment method that would successfully transact and we are unable to process payment for the order.  
   
  Furthermore, please be advised that this customer has established multiple accounts with unique email addresses starting March 23, 2021 to purchase products from our eCommerce site.  In each instance where a new account was established and an order placed, the credit card was declined, resulting in these attempted orders to be canceled and refunded.   Documentation of historical canceled transactions is provided.
   
  Should you need to see additional supporting documentation, please contact us at your convenience.

  Customer response

  04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************

• Initial Complaint

  12/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered four packs of dog food on Black Friday, they accepted the order and waited for a few days, and then canceled my order without any reason, I was very angry and sent an email to their customer service, and they replied that the system suspected that I had committed fraud and automatically canceled it. I replied to ask what kind of fraud, the customer service never replied again, which made me very angry, my billing address and shipping address are the same, how can I be fraudulent? It's incomprehensible

  

  Business response

  12/27/2022

  To whom it may concern, 
  
  
  Regarding the complaint filed by Liuting ****, please be advised that this customer had established multiple accounts in our eCommerce site and attempted to place multiple orders on November 26, 2022 and November 30, 2022.  In all cases, the consumer order was not able to completely process as the credit card used was declined, resulting in all attempted orders to be canceled.  There was no refund issued as the payment was not able to be processed.
  
  
  Furthermore, we have been in contact with this consumer by email and phone since the time she submitted her complaint to the Better Business Bureau.  In our efforts to assist her further, we attempted to process her order internally.  However, she was unable to provide us with a payment method that would successfully transact and we were unable to process payment for her order.
  
  
  Should you need to see supporting documentation, please contact us at your convenience.
  
  
  *************************
  VP Marketing

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did not receive one of the bags I paid for. I was told they would send me a coupon for a free bag. However it was expired and I could not use it. I requested another coupon and told no. Now they say according to their factory list there was not an extra bag therefore they wont replace or refund

  

  Business response

  08/09/2022

  Good Afternoon BBB,

  Thank you for reaching out to us here at Vital Essentials in regards to a complaint received by ******************.  

  ********************** first order with Vital Essentials was on April 2, 2022, VE7480. On April 13th ****************** notified us that 2 of the bags of product she received were damaged and many of the patties were broken. ****************** asked for a prepaid shipping label to send the product back to us and for 2 new bags to be sent to her. Upon email exchange and pictures, it was determined that both bags of product had less than 1/2 of the product remaining. Vital Essentials opted to give ****************** a refund for both of the bags on April 16th, 2022.

  On May 9th, ****************** placed another order with Vital Essentials, VE8820. Martini contacted Vital Essentials via ******** on May 13th asking where her order was. The Vital Essentials marketing team explained to Martini that because of the 40% off sale, we had abnormally high numbers of orders to fulfill but that hers was on the way. ****************** stated that she needed food for her dogs that day. Martini also stated "what sale", which she also took part in. On good faith, the Vital Essentials marketing team created a coupon for Martini to use for a free bag of dog food, valued up to $32 to use only on May 13th.

  May 14th, Martini notified Vital Essentials that she received her order and that she was short 1 bag of rabbit mini nibs. Inadvertently, the ******** comment from ****************** was missed.  On June 2, 2022 Martini asked via ******** for another coupon for free bag of food, but this time without a expiration date. Martini asked again about the missing bag of food and was told to contact Vital Essentials customer service team.

  June 2, 2022 ****************** and *************************** at Vital Essentials spoke about a number of items: 1 missing bag from order VE8820, it took over 10 days to receive her order, she wanted another coupon for a free bag of food and that she received an extra bag of treats on one of her orders. Vital Essentials also received a voice message from Martini on June 2, 2022 and ****************** clearly stated that she was calling about a missing bag from an order she placed in September. *************************** informed ****************** that an inventory check for the missing item, Vital Essentials rabbit mini nibs would be conducted and she would be notified.

  June 8th, 2022: Vital Essentials informed ****************** that inventory was correct for the rabbit mini nibs and that Vital Essentials would not be sending out a new bag of food. Order VE8820 was shipped on May 13, 2022 and was delivered on May 14, 2022.  Inventory for Vital Essentials Shopify was conducted on May 26, 2022 - all packages were accounted for.  When an order is picked for packaging and shipping, the lot number of each bag is recorded in Shopify. We show that the lot number of the Vital Essentials rabbit mini nibs was documented at the time the order was picked and shipped. Vital Essentials has all documentation available upon request of everything stated in the rebuttal with the exception of the phone conversation between ****************** and ***************************. The voice message ****************** left for Vital Essentials is also documented.

  Furthermore, ****************** has opened a charge back with her bank regarding the missing bag of food for $41.99.  The documentation submitted shows that ****************** only paid $25.19 for the food (40% off sale).  ****************** has received 3 free bags of food from Vital essentials and has also requested a refund for the rabbit mini nibs for more money than she actually paid for.  Vital Essentials feels that they have gone over and above in trying to appease ********************** requests and feel that she is taking advantage of the free offerings already given to her.  

  If Vital Essentials can be of further assistance, please feel free to reach out via phone or email.

  Long Live Pets

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

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

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

*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. ↩