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:01/04/2025

  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.

  Cat person was bought by Weruva who does not answer emails, online chat is always 'agent not available' and there is no way to cancel my subscription Inability to Cancel Online: Your website does not allow me to manage or cancel my subscription. Upon logging in, my order history is blank, and there are no options available to modify or terminate my account.Unanswered Emails: I have sent multiple emails since November requesting cancellation and have received no response whatsoever. This lack of communication is deeply concerning.Continued Unauthorized Shipments: Despite my repeated attempts to cancel, I continue to receive and be charged for food shipments. These shipments are unwanted and unauthorized.Breach of Terms: The inability to manage my account and the lack of communication are clear violations of standard business practices and likely violate the terms of service I agreed to when initially subscribing to Cat Person.Complete Disregard for Transition Communication: The promised seamless transition outlined in the acquisition announcement from ********* has not occurred. I have received no emails from PLEASE stop behaving so badly!!! was a subscriber for 4 years!!

  Business Response

  Date: 01/06/2025

  Hi there,

  Thank you so much for taking the time to reach out to our team, and I'm so sorry to hear that you've had such a difficult time getting ahold of us, and canceling your subscription. We offer customer service through various channels - email, SMS, phone, and chat - and we are available Monday through Friday, 8:30am-5pm ET. I see that you reached out to us several times on Saturday January 4th, 2025 -- all inquiries sent on January 4th were responded to today, Monday January 6th. Aside from that outreach on January 4th, I don't see that you've contacted us to request a cancelation of your plan. I see that in 2023 you requested to change your billing address, and in 2022, we communicated some package delays to you. We have received no other inbound communications from you aside from the ones you sent on January 4th. Where and how did you try to reach our customer service team?

   We always make it possible for customers to log in and manage their subscriptions on their own time, via our website login. I see that on January 4th, you were able to log in and cancel your plan per the account portal instructions. I don't see that you attempted to cancel your plan prior to that.

  On November 29th, prior to your December 2nd billing date, we sent you a reminder email via our subscription platform, Recharge. The email was meant to give advanced notice of the upcoming shipment, and to provide you with the option to log in and edit or cancel. Since no action was taken to edit or cancel the order, the order was processed on December 2nd. Similarly, on December 27th, 3 days prior to your order scheduled for December 30th, we sent you a reminder email via our subscription platform, Recharge. The email was meant to give advanced notice of the upcoming shipment, and to provide you with the option to log in and edit or cancel. Since no action was taken to edit or cancel the order, the order was processed on December 30th.

  I'd love to address your concerns in the order that you sent them below:

  Inability to Cancel Online: We always offer customers the ability to edit or cancel their subscription via our online portal. To do so, you can log into your subscription at ************************************************************ - and then click the words "Manage this subscription" under each item in your plan, then clicking "Cancel subscription." Our website views each individual item as its own subscription, so that you can more easily customize which items you want to get each month. Because of this, each item needs to be canceled individually, in order to cancel your subscription. I do see that you were able to cancel your subscription through the online portal on January 4th. I'm really glad to see that you were able to figure that out!

  Unanswered Emails: As I addressed above, I don't have any prior communication attempts from the email **************************** or from the phone number associated with your account. How did you try to reach us? The only communications we have from you are dated January 4th 2025 - all of which we responded to today, January 6th. If you used another email address to try to reach out to us, please let me know what that email address is and I'd be happy to take a closer look.

  Continued Unauthorized Shipments: We always send a reminder email before we charge customers. This reminder email is meant to give you info about your upcoming order, as well as the opportunity to log in and cancel/edit the order. 

  Breach of Terms: We always give customers the ability to log in and access/make changes and cancelations to their subscription. You have the full capacity to log in and access and edit your subscription at any time.

  Complete Disregard for Transition Communication: We have sent several emails confirming the transition from Cat Person to Weruva - and several of those emails have included instructions for how to access your account, make changes to your subscription, etc. All of those emails have been sent to ****************************. Please refer to your inbox for all emails - and if you have trouble finding them, please check your Spam folder as well. The most recent emails have been coming from ******************************* and all reminder emails for upcoming orders have been sent from *********************************************************************.

  I'd also love to reply to your demands in the order that you sent them below:

  My Demands:
  Immediate Cancellation: Your subscription has already been canceled. You canceled it yourself on January 4th via our website, but I can confirm that it's been canceled. Please refer to the attachment that is called "Meal Plan Cancelation Confirmation." I've also emailed you confirmation that your subscription has been canceled and that you will no longer be charged for any future shipments.

  Confirmation of Cancellation: I've also emailed you confirmation that your subscription has been canceled and that you will no longer be charged for any future shipments.

  Refund Consideration: I have also reached out to you about next steps for securing a refund for unwanted shipments. Please refer to my questions there!

  Website Fix: If you have any feedback for how we can improve the cancelation process for customers, we're all ears! Simply email us at ******************************* and we'll pass your feedback along to our web development team!

  Please let me know if I can help with anything else in the meantime! We're really glad to have you as a customer and we look forward to turning this experience around for you.

  Sincerely,

  Keren, Manager of Customer Service

  Customer Answer

  Date: 01/06/2025

  [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. 

  you need to do better. Cat person was awesome.  I feel you only responded because I made a formal complaint.

  please no more communication

  take care
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:11/02/2022

  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.

  Bought 6 cans of the Chicken Formula Hydrating **************** in Gravy (both low phosphorous blends) & neither cat will eat these. I wouldnt even call them finicky eaters as they eat everything from raw and cooked organic meats to a number of the better quality canned foods & rarely resist cleaning their bowls. Spent **** twice here so out nearly 12 dollars. A refund is needed. I'm beyond frustrated as the same thing happened the last time I tried something from this company. Receipt of photos of the food can be emailed if needed.

  Business Response

  Date: 11/03/2022

  We encourage the customer to pursue a refund with the seller directly and are happy to help that process. Weruva is the manufacturer, not the seller, and does not sell directly to consumers. This customer transacted with a retailer and that retailer can provide a refund.