Complaints

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:01/15/2025

  Type:Product 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.

  On October 3rd I placed an order to try Dinovite for my dog. After a few weeks my dog had a bad reaction to it, vomiting blood and bloody stools. I stopped the Dinovite and threw the rest away after the Vet recommended we do so. I had no intention of getting a refund for that order. I just ceased the Dinovite and moved on. Fast forward to January 3rd and I get an email from Dinovite saying my order has shipped. I was not expecting that. I contacted Dinovite and they told me I was in a subscription and they only do a 90 day policy for refunds on the first order only. I had no intention of signing up for a subscription with them. I feel this is a predatory business tactic, intentionally designed to fit their 90 day policy on only the first order. I want to get my money back for the second unexpected charge. I've contacted Dinovite again and they told me they will not refund the second order because my first order is past 90 days. So, I'm reaching out to BBB for a solution so that hopefully nobody else has to have this experience with their dog. Thank you,

  Business Response

  Date: 01/20/2025

  We are so sorry to hear *** ********* digestive upset while being served the Dinovite supplement. We value our pets at Dinovite and understand how much they mean to our consumers, as well.

  As *** ******* stated, he did place an order on October 3rd, 2025 and opted to save 15% by enrolling into a subscription. A confirmation email was sent on 10/2/2025. An additional email was sent on 12/31/2024 advising the consumer that his next order was preparing to ship as Dinovite sends a remainder email to our consumers forty-eight hours prior to a subscription order processing once enrolled. Please note that our consumers have full access to manage/cancel their subscription at anytime *******************************************

  *** ******* contacted Dinovite on 1/6/2025, advising that he would like to return due to the digestive upset. However, as stated, our money-back guarantee applies to the first 90-day purchase. ********************************************. Although a refund could not be issued under our guarantee, we did advise the consumer that we would be happy to further investigate the cause of the digestive upset, and that we could escalate this case to our health and medical team for further investigation. We have not received a response from the consumer in regards to the investigation ***********

  If the consumer wishes to proceed with the investigation, he may reply to the original email sent to reopen the case. 

  ****

  Dinovite Consumer Services Supervisor

  Customer Answer

  Date: 01/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I did not request a return due to my pets digestive upset from my first Dinovite order. I simply threw it away as my vet recommended. I never intended a refund for that order, my concerns were elsewhere.

  It wasn't until 3 months later that I requested a refund due to an unexpected charge that I did not anticipate. I never had any intention of signing up for a subscription.

  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 01/22/2025

  We apologize for any confusion regarding this matter. We understand that *** ******* was seeking a return because he did not recall signing up for a subscription, rather than due to digestive upset.
  Upon reviewing our process, we would like to note that the following statement is displayed at checkout:
  "One or more items in your cart is a deferred or recurring purchase. By continuing with your payment, you agree that your payment method will automatically be charged at the price and frequency listed on this page until it ends or you cancel. All cancellations are subject to the cancellation policy."
  Additionally, an email was sent 48 hours prior to the shipment to inform *** ******* about his upcoming order. We strive to provide our customers with flexibility, and subscriptions can be modified or canceled at any time by visiting this link. *******************************************
  That said, we understand there was some confusion, and as a gesture of goodwill, we are happy to offer a 30% refund on his most recent order. There will be no need to return the item.

  Dinovite

  Consumer Services Supervisor

• Initial Complaint

  Date:12/13/2024

  Type:Billing 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.

  We ordered this product for automatic renewal every three months. We have tried it and it does not work for our dog. We attempted to cancel the subscription but when we go into dinovite's website it can't find our account under our email/password.
  Yet, it charged our card and sent us another order. We have not opened the product. Will return (but do not want to pay for shipping) and would appreciate a return of our money. Thank you

  Business Response

  Date: 12/16/2024

  Hello ******* 

   

  We sincerely apologize for the difficulties you may have experienced while using our website. We understand how frustrating this can be. Please know that our customer service team is here to help. We offer three ways to connect with our agents. 

  You can reach us through the following channels:
  Phone: Call us at ************ during 9 AM to 3 PM EST.
  Contact form on at ************* *************************************
  Chat: ***** ************************************* ** ******* **** * **************

  We were able to cancel all future automatic shipments associated with your account therefore you will no longer receive shipments moving forward. For your reference, we have provided the link to our money-back guarantee. ********************************************

   

  If you have any questions or concerns, please don't hesitate to reach out to our team. 

   

  We wish you and your furry friend all the best. 

   

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

  Consumer Services Supervisor

   

   

• Initial Complaint

  Date:10/02/2024

  Type:Product 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 ordered a Sample Product to try Dinovite, my Service Dog is a picky Eater that is why I Only ordered the Sample Product. I was tired of Ordering stuff and it collecting dust and a waist of Money. DinOvite charged my account Extra $116.81 on 08/10/2024 for a recurring charge which I did not approve and caused my account to be overdrawn and I was charged an extra $35.00 for overcharge.
  I have tried to contact Company on Several accations with information located online Google and Better Business Web Sites. I have not been able to reach anyone.
  My Service Dog will not eat any of their Products. The sample that I received is still sitting in my cabinet.
  My Bank tried to refund me but came back and informed me Since the company had placed a reaccurring charge on it they couldn’t refund me.

  Business Response

  Date: 10/21/2024

  I wanted to respond regarding the customer's experience with our company. We understand it wasn’t what they had hoped for, and we truly regret any frustration this may have caused. We strive to provide the best possible service, and it's clear that things didn’t go as smoothly as expected.
  

  Upon reviewing the situation, it seems there may have been some misunderstandings or actions that contributed to the outcome. The consumer placed a trial pack order on 7/27/2024. It is stated on our checkout page, "You pay $8.95 for shipping and handling. Within 48 hours we'll ship you your free Starter Pack. After 14 days, your first 90 day supply of Dinovite will be billed and shipped. What Happens After the Free Starter Pack? You'll be auto-subscribed to our full size product based on your dog's weight. You'll receive a 90 day supply of Dinovite for Dogs every 12 weeks with 15% savings automatically applied. If you aren't loving Dinovite after 90 days, you can cancel your subscription." 

  Consumers to have the capability to manage their subscription at anytime. ******************************************* An email is also sent 48 hour prior to the consumers shipment advising them of their upcoming order. 

  As we do have a money-back guarantee on the first 90-day supply purchase we have issued a full refund in the amount of $116.81 back to the original form of purchase at 3:42 PM on 10/21/2024 as well as canceled all future automatic shipments. 

  Again, we apologize for the consumer's frustration and will be happy to address any other questions. 

  Sincerely,

  ****

  Dinovite Consumer Services Supervisor

   

• Initial Complaint

  Date:12/21/2023

  Type:Billing 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.

  Our complaint is that the Dinovite corporation is not accessible to us via a living person at the other end of a phone call, nor were they responsive to an email, to the effect of terminating an order that we never wanted to continue in the first place. Hence, they are drawing $61.00 out of our bank account every 3 months against our will.

  Business Response

  Date: 01/04/2024

  We are so sorry to hear we did not meet this consumers expectations. We have been in direct contact with the consumer (on 12/26/2024) and authorized their return request on 12/27/2023. Due to the holidays, unfortunately consumers may have had a longer hold time. However, we also offer the option of reaching out via email and chat. Our records indicate that this cousmer purchased our trial pack which enrolls them into an automatic shipment processing every 90 days resulting in recent charges. Consumers have the option to amend or cancel their subscription at any time by logging into their account at dinovite.com. All consumers must agree to the terms and conditions before submiting their intial trial pack order which states they agree to automatic shipments. 

• Initial Complaint

  Date:09/06/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Ordered the 90 day supply for my dog..used it and my service dog started having lymph nodes swelling bad..had to take her to the vet which cost me 1k to fix her...contacted dinovite was told I would get a refund...they refunded partially I emailed them back about this and also emailed them stating the money back guarantee states risk free but by not being refunded fully and having to spend my money to ship the empty box back like they wanted I had risk involved and only wanted my full refund..they have still not corrected the amount they left off my refund and now I get no response..I was trying to be civil about this being what I been through but no choice is being left..