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Business Profile

Pet Food

I and Love and You

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Food.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/15/2024

    Type:Product Issues
    Status:
    Resolved
    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 placed an order for 12 pack canned dog food and 40 lb bag of dog food. I checked the items however 9 out of 12 cans were defective. They had large dents however was bubble wrapped and sent to me. I emailed the company for a refund or replacement however they sent me auto reply stating that I signed up for a subscription there are no refunds. That's fine with me however how about a replacement. When I try to email them back asking why I cannot get a replacement/exchange. They closed the tickets out. All they send are auto-reply and I cannot reach anyone over the phone. I never buy dented cans. This was my first purchase through their website. I usually purchase the item in the grocery store but it was cheaper to get bigger items from their website. They should not be selling dented cans.

    Customer Answer

    Date: 04/16/2024

    They have issues me a refund, please close the case. 

    Business Response

    Date: 04/16/2024

    Good morning,

    We can confirm that we promptly responded to *******'s initial email on Friday, 4/12/24, upon receiving it. However, it appears that our response may have inadvertently ended up in her spam folder. Despite not receiving a reply, we proactively followed up with a second email to ensure she received our communication.

    Upon her reaching out to us again yesterday, we were able to establish contact and resolve her concerns. We worked diligently to gather the necessary information from ******* and took immediate action by issuing a refund that exceeded her initial request.

    At "I and love and you", we place great importance on providing exemplary customer service and take any lapses in communication very seriously. We sincerely apologize for any inconvenience ******* experienced and are committed to continuously improving our processes to prevent such occurrences in the future.

    Sincerely, 
    ***********************
    Sr. Manager Consumer Affairs

  • Initial Complaint

    Date:12/14/2023

    Type:Product Issues
    Status:
    Answered
    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 have been purchasing I and love and you Naked Essentials - ************** food for my cat for over a year now. I went to the vet two days ago and was told this is not a good long term diet for my cat because grain free diets can lead to heart failure in cats. The company makes no mention of this on their website or on the packaging. I would like the company to update their packaging and website to reflect this as well as receive a refund for the food I have previously purchased.

    Business Response

    Date: 12/15/2023

    Hi BBB,

    We have not heard directly from this consumer, but we are happy to help. All consumers may contact us directly by emailing **: ****************** 

    We also appreciate the opinion regarding grain-free foods for cats, but we respectfully disagree. Cats are obligate carnivores and none of the ***** cat foods have any grains in the formulations. We also respect if a customer chooses a different brand, but we stand by our grain-free cat products. Further, all of our dog and cat food recipes are formulated to meet the most current AAFCO requirements and recommendations. To make our formulations for all of our dog and cat foods, I and love and you collaborates with pet nutritionists who have doctorate degrees in animal science and nutrition, who have years of experience in pet food formulation and research, and who are members of the **************** of ********** Nutrition, the **************** for Nutrition, and The **************** of ****** Science. To help us stay on top of the latest research, we also partner with a holistic veterinarian who provides traditional and alternative insights to our product team. 

    We will send an email directly to this consumer to help with a refund. Sincerely, ****************** Consumer Affairs Manager at "I and love and you" 

I and Love and You is NOT a BBB Accredited Business.

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