Complaints

This profile includes complaints for Homes Alive Pets's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Homes Alive Pets

  13340 St Albert Trail Northwest Edmonton, AB T5L 4P6

  
• 

  Homes Alive Pets

  910 3 Avenue S Lethbridge, AB T1J 0H9

  
• 

  Homes Alive Pets

  166 Columbia Boulevard W Lethbridge, AB T1K 6X4

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got my dog in March of 2022
  
  I’d did my research. I had very set criteria of what I deemed okay for dog food. No fillers soy corn by products and other unnecessary additives like potato rice tapioca etc. this lead to having to find. Better food. Food I approved of.
  
  I search landed me on homes alive. They carried everything I approved of. And they pretty much offered free shipping (due to the price of the food I’ll always hit free shipping anyways) and their prices were that of local or little less. Only thing is. Local stores do not carry all the flavours. Nor do they carry all the brands I approve of. It’s very hard to find higher quality food.
  
  Made several large orders. All went well. I’ve ordered few orders of nulo and toppers.
  
  Chihuahuas are picky eaters. I wanted her to have selection. I’m okay if she’s picky. I encourage it. She should not have to eat the same boring flavour for life. She also seems to have a very sensitive stomach. To change. So one of the reasons I invested this kind of money. Into several brands. Is I wanted her to be able to lose a series if they discontinued it.
  
  I purchased a very large container. To blend the series I bought. It holds about $350 ~ shipment with room to blend by shaking and rolling the container.
  
  I had done a purchase in April. It filled the container. All brand new. I used half. Bought one more batch topped up to brim. Used it down to about 2 months supply left. Got these new longevity series. Added it to my container. Blended it. Only to then find out some of it is moldy. Now I have a 100% container of contaminated food. Homes CS said they only willing to replace my newest order. Their moldy order. My dog is set to spent $25-30k in freeze dried in her life time and I had chose you to be her store. The loss is about $250. Which you won’t replace or compensate for. Is it really worth losing a life time customer. Her single ingredient treats alone will be $15k. I’m very disappointed you can’t help fix

  

  Business Response

  Date: 09/01/2023

  Please see my attached written response to *** ***. We will comply with her request but also outlined our recommendations for the future that will remmediate this issue long term. We will mail this letter to *** *** as well. 

  Customer Answer

  Date: 09/01/2023

  
  
  Complaint: 18519179
  
  
  
  I am rejecting this response because: sorry I can’t even view your response. It doesn’t open. But you told me I’d have to wait til Monday for you to ask the owners. Then I don’t hear til Tuesday or Wednesday and someone went and refunded me without asking if I just wanted it replaced or exchanged for something else.  And when I told you I rather have it replaced as my dog had had no food since Sunday. Your response was sorry we cannot UNDO a refund (a refund that I was told would take 3-5 days to appear back on my card) but nope they can’t cancel the refund and just replace my order. Had you replaced my order and it came without mold this would have solved all the issues. It could have very well just been one bad bag. But they never asked me what I wanted to do. 

  I had gotten them on a bogo. And now they aren’t on sale anymore. And I’ve lost over $400 of my own food. So overall. The least that you could of done was at least give me the option of bogo  it is one of the worst handled situations I’ve ever seen  and as I said from the start  this situation will not go away  I will continue to tell every dog owner I come across that I even see shopping for the instinct line of dog food to stay away from it   The selling company didn’t care enough to make it right  the manufacturers were in denial about how “it’s absolutely impossible for our food to mold due to us using filtered water so there can’t possibly be any batteries in the food to cause mold…. This type of arrogance instead of just apologizing for my ridiculous financial loss  just further is aggravating and I have made it my mission to stop their sales  it’s unacceptable and ridiculous  

  And as I said. My dog is set to spend over $35k in her lifetime. On freeze dried raw. Your company chose to lose a customer over a $100 shipment ($200 if it’s bogo). Not to mention the $15k+ I’d dump on single ingredient treats. It is baffling how $100 issue is worth $50k loss and you’re okay with that. Dissatisfied and disappointed in this company is a huge understatement. 
  
  
  
  Sincerely,
  
  
  
  *** ***