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Business Profile

Pet Store

Arthur Pet Products

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Store.

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/11/2025

    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.
    Hershey Pennsylvania is where I live. This was purchased here in ******* and I do not have the receipt. I've been working a double shift at the ************. I don't have my receipt I've been treating the dog because I've been gone and this trait was spoiled all I want is a treat replaced. Their customer service line is very very evil. That's all I can help you withThank you

    Business Response

    Date: 07/15/2025

    RE: Response to Complaint Barbie *** ****** / Complaint ID ******** 

    Our team has made multiple good-faith efforts to address and resolve her concerns. We offered solutions aligned with her requests, including a credit for direct use on our website or a replacement product better suited to her pets sensitivities. Unfortunately, these solutions were declined. 

    Throughout the interaction, our agents did their best to maintain professionalism, even when faced with disrespectful comments and inappropriate behavior. Notably, the customer impersonated a company employee during the process, which created confusion and delayed our ability to provide a timely resolution. 

    We take all feedback seriously and recognize in this case, there are opportunities for improvement. With continued coaching and internal reflection, we are working to better navigate difficult situations while upholding the high standards we set for customer service. We will also provide call recordings to support the details of our interactions and to assist in the BBBs review of this case. 

    Despite these challenges, we remain open and willing to work with the customer and sincerely hope to bring this matter to a fair and reasonable conclusion. 

    Thank you for your time and attention to this matter. 

    Arthur Pet Products   

  • Initial Complaint

    Date:05/21/2025

    Type:Product Issues
    Status:
    Unresolved
    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.
     
    Complaint: 23352809

    I am rejecting this response because: obviously complaining about the wrong consumer? Do they have my condominium number correct? Very odd behavior on the part of this company? I breed mastiffs and I use their treats for over 20 years. I shall not buy them again because this is a very very poor attitude very very poor attitude and numerous customer complaints

    Sincerely,

    ******* ***

    Business Response

    Date: 06/11/2025

    Good Morning Mackenzie:

    Thank you for bringing this matter to our attention.

     

    After a thorough internal investigation, we have confirmed that the consumer in question cashed refund check ****** on 05/29/2025.  For your reference, we have attached an image of the cased check from our bank account.

    Based on our findings, we consider this complaint to be fraudulent.  Our investigation also revealed that the consumer has used multiple alias names in the past to file similar complaints regarding the same issue and gave her a refund.  As a result, we have closed this complaint and placed an alert on the consumer's profile in our system.

    Should you require any additional information or clarification, please do not hesitate to contact me directly at ************.

    Sincerely,

    **** Y. *********

    Consumer Care Relations Manager

Arthur Pet Products is NOT a BBB Accredited Business.

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