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:12/19/2024

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am not at all satisfied with the company's response. They are trying to imply that the house sitter may have given the dog something other than the biscuits, which she strongly denies. She is an adult with a degree in Equine Nutrition and has lived with dogs all her life.

  My dog ****** has been the same person, an adult in her 60s who has her own dog walking/sitting business. She is also a very responsible person.

  Nothing changed in their diet except for the biscuits, which were purchased a day or two before I we arrived home.

  How could a veterinarian of the company's choosing have any knowledge of this unless they were there ??

  The paper was minor and would have passed through her system. The biscuits she ingested were NOT the same product I have given them before.

  Those were MUCH smaller biscuits that claim to contain peanut butter, NOT " bac'n'cheez " biscuits, that were clearly not bacon and cheese, and were MUCH larger..

  I am happy to run a test on what I saved that was ingested if that helps.

  Clearly, they are trying to avoid any responsibility.

  I would appreciate your response in the New Year.

  
  

  Thank you,

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

  
  

   

   

  

  Business Response

  Date: 12/20/2024

  The Consumer contacted Wellness Pet Company on 11/22/2024 stating that while she was out of town, her three dogs were under the care of their dog ******. The dogs were given approximately one and a half to two treats of our Old Mother ******* BacnCheese biscuits. The Consumer states that her dogs developed diarrhea the next day and one dog (a 2 YO American Pit Bull) needed surgery for an intestinal obstruction. The Consumer claims that the issue must be the result of our biscuits. The Consumer has noted she has fed this product before (in a different flavor) with no issues. 
  Our reimbursement review committee reviewed medical records from the Consumers veterinarian. Our committee consists of a third-party veterinarian with extensive experience and our trained customer care team.
   In the veterinary record, the veterinarian stated to the Consumer that (the foreign material) appears to have been a large amount of sand/cornstarch/flour with a small amount of paper wrapping. The record further indicates the dog may have ingested a large quantity of something in addition to our Old Mother ******* BacnCheese biscuits. 
  Our biscuits are designed to be highly digestible and do not contain sand or paper wrapping (unless the packaging itself was fed to the dog). 
  Based on the information provided by the Consumers veterinarian, our committee did not find any credible correlation between our product and the dogs experience. As a result, we have declined to reimburse the Consumers demand for $7,972.37 in compensation for the veterinary bills for the dogs treatment. 
  At this time, we have no other reports of any illness related to our biscuit similar to the dogs issue or otherwise. 
  
  

  

  Business Response

  Date: 01/06/2025

  Based on the information provided by the Consumers veterinarian, our committee did not find any credible correlation between our product and the dogs experience. As a result, we
  have declined to reimburse the Consumers demand for $7,972.37 in compensation for the veterinary bills for the dogs treatment.
  At this time, we have no other reports of any illness related to our biscuit similar to the dogs issue or otherwise.
  
  

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
  
  *********************** carry parasites, so they are safe!. That is not going to get it! 1) You could not PAY me to bring another Wellness Product into my home! Not even for millions of dollars! 2) I order ALL of my dog treats from the same store, many brands, but only Wellness Treats are contaminated with Pantry Moths! The other brands ARE NOT! 3) I will NOT feed my dog treats that those bugs have been in, whether they carry parasites or not, and I would love for ALL WELLNESS CUSTOMERS to know about THAT remark! 4) I have been out MUCH more expense, and TROUBLE than $25.00. My exterminator can confirm that my house was CLEAN! Did not have pests, until this. I had to buy 2 bug zappers, and Pantry Moth Traps for my home. I have had to wash walls, cabinets, and everything in them. I had to buy air tight containers for my and my dogs food and treats. Though things are much improved, I still have them. One female Pantry moth lays up to 400 eggs, so it will take a LONG time to rid my home of them!

  

  Business Response

  Date: 03/22/2024

   

  Hi ******, thank you for taking the time to reach out to Old Mother ******* by Wellness back on 1/25/24. I'm truly sorry for your experience with our Old Mother ******* Mini ********* dog biscuits. I'd also like to thank you for reaching out to the Better Business Bureau, they are a fantastic independent resource for consumer's that believe they have not been "heard" or "treated fairly" by manufactures and vendors. 

  This morning I responded to your complaint through the BBB page, and detailed our response back to you, but for whatever reason (likely my error), I wasn't able to include the most important part of the feedback, which is our promise to stand behind our products 100%. As a result, we have started the internal check reimbursement process for the full amount that you requested, $295.25. As we mentioned in our initial response, the pet food industry does its best to store products properly when in our control, but once product leaves our control insects can unfortunately become a problem at any point along the distribution channel. While these bugs are a nuisance, and are non-toxic and non-parasitic, they are certainly not an acceptable experience for our pet parents or the dogs and cats that are fed our those products.   

  If you ever do decide to try any Wellness products in the future, please don't hesitate to email me directly. I would be more than happy to buy your first product or send you some coupons to help cover the costs. 

  Thanks again for reaching out to us.

   

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

  Senior Manager, Wellness Pet ************* Team

  ******************************* 

  O: ************** | M: **************