We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Pet Food

Get Joy & Co.

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.
  • 2 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/16/2024

    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.
    My daughter, who spoke highly of your company and the quality of your products, recommended this dog food to me. However, we have both encountered significant issues with the most recent batch we received. Despite assurances that there have been no changes to the recipe, we have noticed a distinct difference in the smell and consistency of the product.

    My daughter’s dogs, who previously had no issues eating this recipe, are now refusing to eat it. Similarly, my own dogs walked away from the food and refused to touch it. This is particularly troubling given their history of enjoying your food without hesitation.

    I would appreciate it if you would do a full refund due to these quality issues. Ensuring the continued safety and satisfaction of your customers should be a priority, and I trust that you will consider this matter seriously.

    I can return the food if needed, as it will do nothing but go to waste here.

    Business Response

    Date: 01/13/2025

    Dear *******,

    Thank you for reaching out and sharing your feedback regarding your experience. We take all concerns seriously and appreciate the opportunity to address them.

    After a thorough review, our Food Safety & Quality Assurance team has confirmed that the product was made according to our specifications and meets our rigorous quality standards. An assessment of retained samples from the same production batch found the product to align with the expected appearance and scent, with no issues identified.

    That said, we understand that this experience did not meet your expectations, and as a one-time exception, we would like to offer you a courtesy refund of $127.34 for order *******. The refund will be processed immediately and should reflect on your account within 5 to 10 business days.

    We value your trust in Get Joy and are committed to providing products that promote your dog’s health and happiness. If you have any further questions or concerns, please don't hesitate to reach out to us at ********************. We also kindly ask that, if you are satisfied with this resolution, you close your complaint on the BBB site.

    Thank you for giving us the opportunity to address this matter. We wish you and your pup the best for the future.

    Warm regards,

    Markus M******
    Customer Experience Partner, Get Joy Food

  • Initial Complaint

    Date:12/16/2024

    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 am writing to express my concerns regarding the quality of the dog food I recently received from your company.

    My dogs have been happily consuming your dog food for quite some time, and we have always been satisfied with the quality. However, the most recent batch I received has raised significant concerns. Despite claims that there have been no changes to the recipe, I have noticed a distinct difference in the smell and consistency of the product.

    My dogs, who previously had no issues eating this recipe, are now refusing to consume it. This is particularly troubling given their history of enjoying your food without any hesitation. The off smell and altered texture are alarming and make me question the quality and safety of this batch.

    I am willing to return the product and requesting a full refund due to these quality issues. Ensuring the continued safety and satisfaction of your customers should be a priority, and I trust that you will consider this matter seriously.

    We would have never ordered this amount if we had not trusted your company that things were consistent, or recommended you to others.

    Thank you for your understanding and cooperation. I look forward to your prompt response.

    Business Response

    Date: 01/13/2025

    Dear ***,

    Thank you for reaching out and sharing your feedback regarding your experience. We take all concerns seriously and appreciate the opportunity to address them.

    After a thorough review, our Food Safety & Quality Assurance team has confirmed that the product was made according to our specifications and meets our rigorous quality standards. An assessment of retained samples from the same production batch found the product to align with the expected appearance and scent, with no issues identified.

    That said, we understand that this experience did not meet your expectations, and as a one-time exception, we would like to offer you a courtesy refund of $88.70 for order ******* and $54.42 for order *******. The refunds will be processed immediately and should reflect on your account within 5 to 10 business days.

    We value your trust in Get Joy and are committed to providing products that promote your dog’s health and happiness. If you have any further questions or concerns, please don't hesitate to reach out to us at ********************. We also kindly ask that, if you are satisfied with this resolution, you close your complaint on the BBB site.

    Thank you for giving us the opportunity to address this matter. We wish you and your pups the best for the future.

    Warm regards,

    Markus M******

    Customer Experience Partner, Get Joy Food

Get Joy & Co. is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.