Complaints

This profile includes complaints for Royal Canin U S A Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Royal Canin U S A Inc has 4 locations, listed below.

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  Royal Canin U S A Inc

  500 Fountain Lakes Blvd Ste 100 Saint Charles, MO 63301-4341

  
• 

  Royal Canin U S A Inc

  2779 Rademakers Way Fremont, NE 68025-8044

• 

  Royal Canin U S A Inc

  315 Cool Springs Blvd Franklin, TN 37067-1632

• 

  Royal Canin U S A Inc

  315 Cool Springs Blvd Franklin, TN 37067-1632

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:02/27/2024

  Type:Customer Service 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 recently adopted a cat and the shelter gave me a free month of royal canin food. On February 26, I went to fufill the order and the system didn't take my discount code. It ended up charging me the full $80.00. The website states that that to remove an item "Please see our return policy in our Terms and Conditions or contact us and one of our advisors will be happy to assist you." I contacted customer service, and '********************' stated they do not have access to my payment method for one-time purchases. This makes zero sense, because I ordered online and I have no idea how a 'one-time' purchase vs. a description changes what payment info they can see. I am now out $80 for a purchase that should be free and am concerned about how Royal Canin handled my credit card info. If they can't see it, who can?

  

  Business Response

  Date: 02/27/2024

  Thank you for reaching out and I am sorry for any confusion. I was able to look into your case and account and it looks like one of our Direct to Consumer (D2C) agents was able to cancel your order as it was still in its initial status. You should see the charge drop off. You will be able to replace that order and reapply the promotion code. If you need further assistance, please let me know. 

• Initial Complaint

  Date:02/09/2024

  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 have a complaint about a transaction that was done on or around January 25th. I went on to their website to order some cat food cuz I needed a small bag and I have not heard from them since and it's been 2 weeks ***** says it hasn't been sent out yet. And I have no idea what's going on and I'm not happy I feel I deserve the cat food plus a refund due to this bad business protocol.

  

  Business Response

  Date: 02/09/2024

  Thank you for reaching out and I am sorry to hear of the frustrations. Based on our records, a refund has been processed and a case created with our Supply Chain team to look into the lost shipment. Please let me know if there is anything else we can do to assist 

• Initial Complaint

  Date:12/13/2023

  Type:Product 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.

  I was told months ago that I would get a refund for two packages that arrived with ants. I showed the two receipts for the two packages and each one of them cost me $59.99 for a total of about $119.98 without counting taxes and shipping. I havent received any emails despite my constant questions.Case Number is ********. Please send me a check with the refund.

  

  Business Response

  Date: 12/15/2023

  Thank you for reaching out and I am sorry for the lengthy delay. We will be looking into how your messages were missed. After reviewing the attached emails and case details, I have identified proof of purchase for one bag for $59.99. We are happy to move forward with a refund of $59.99, or can evaluate further if you are able to provide a separate proof of purchase for a second bag. Please let our Pet Owner Experience team know how you would like to proceed.   

  Customer Answer

  Date: 12/15/2023

  Complaint: 21004636
  
  I am rejecting this response because:
  I have attempted emailing back with the proof but it says the receipt mailbox is full. I have attached here proof that I made two purchases and I would like a refund for both. 
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/18/2023

  Based on our system it looks like you have been in communication with one of our Pet Owner Experience Agents and have come to a resolution. Is there anything further I may assist you with?  

  Customer Answer

  Date: 12/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I would like to know when my refund check has been sent. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/21/2023

  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.

  I have been buying Royal Canin prescription cat food for the last 6 months for my cats. We always weigh the food before giving it to our cats since they are on a strict diet and noticed that each time the cans are supposed to be 5.1oz (145g) but they are usually between ******* grams. Its ALWAYS consistently smaller then advertised. You need to actually put in what is advertised.

  

  Business Response

  Date: 11/22/2023

  Thank you for reaching out and I am sorry to hear of the frustrations. Based on your information I am not seeing that you have contacted Royal Canin directly. We are happy to look into your complaint but will need the name of the product, the best by and batch information located on the bottom of the can, and a photo showing the weight discrepancy. With this information our Quality and Food Safety team will be able to look into this for you. Information can be sent to ********************************************************* or you can call our Pet Owner Experience team at ************. We look forward to assisting you further. 

• Initial Complaint

  Date:10/23/2023

  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.

  This company is making a low grade product and charging over $100.00 for 24 cans of prescription cat food. I have a special needs cat which needs RX food and the company will not offer any assistance or coupons!! Customer service is rude and not caring for customers concerns Not helpful.

  

  Business Response

  Date: 10/25/2023

  Thank you for reaching out and I am sorry to hear of your experience. I was able to review your call with our Pet Owner Experience agent. The agent did provide all available information and did follow up with the appropriate team regarding your request for coupons on veterinary products. If you have additional questions please let me know. 

  Customer Answer

  Date: 10/26/2023

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

  this company is over charging people on this food. Just because I have a sick cat.  I have also medical bills for her and it doesn’t help trying to pay 100.56 for a case of food   
  I am on disability and have a hard time now paying my bills and food for myself. There should be some type of coupon offered or assistance to people who need it this company dose not care about customers 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:06/22/2023

  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.

  I am the owner of a veterinary clinic. Royal Canin stopped sending monthly statements in Dec 2022, claiming future statements will be by email only, which we have received none. All we get is a nonconsecutive invoice list that is usually incomplete. There is no list of invoices paid available. Royal Canin has abandoned normal billing procedures that other suppliers follow. We spend many hours sorting out their messes. Efforts to address these issues with phone, email are ignored or claimed they do not have the ability to resolve issues. Their online pay portal is unusable and impossible to know what is being paid.

  

  Business Response

  Date: 06/23/2023

  The customer requested statements which were provided on 3/23, 3/28, 4/5, 4/30, 6/1, and 6/21 which shows all the items that open/ past due at the time the statement is generated.  The customer did not ask for an account activity listing which could be provided upon request.  The customer also has access to see their closed / paid items for up to two years in the online portal closed bills tab.  Royal Canin is always willing to walk them through using the portal to help provide more familiarity. 

• Initial Complaint

  Date:05/24/2023

  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.

  Royal Canin emailed us on May 8th stating that because of an error in their billing we owed them $8,514.63. I asked them to provide proof in the form of a statement and/or invoices. After mulitple emails, they are still unable to prove that we indeed owe them money. The statements lists payments but they are unitemized so we have no idea what we paid for. Also, the amount we owed has varied from $8,514.63 to $9914.91 to $150.16.

  

  Business Response

  Date: 05/25/2023

  We have been in email exchanges with Dr.****** providing the support to the balances at the various dates that were mentioned.  We have also provided all the transactions that were outstanding and posted to their account throughout 2023 as requested.

  Customer Answer

  Date: 05/26/2023

  Complaint: ********
  
  
  
  I am rejecting this response because they have been unable to prove that invoices match actual food delivered.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 05/30/2023

  Dr. ****** we apologize for your frustration and any misunderstandings.   We would like to get this resolved and provide you the answers that you are looking for.  We did request to schedule a call on 5/23 via email so we could talk through your concerns in case we were not clear on what you were asking for.  We have not yet received a response, can you please provide us with a contact name, number and time to call so we can go over your concerns and get this matter resolved?

  Warm wishes 

  Customer Answer

  Date: 06/01/2023

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

  There was NEVER a formal request for a phone call.  We are asking for a simple statement with orders that correspond to what we actually received.  They have repeatedly been unable/unwilling to show that we received what we paid for. A phone conversation does not provide proof that we are paying for actual product received.  You know it's bad when the Regional Manager of Accounts Receivable can't even rectify their companies own statements by being unable to provide any documentation with matching order numbers and dollar amounts.
  
  
  
  
  
  Sincerely,
  
  
  ***** ******

• Initial Complaint

  Date:04/28/2023

  Type:Customer Service 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 purchased 48 cans of Royal Canin Gastrointestinal Low Fat Dogfood. In the first case 7 cans were crushed. NOT DENTED, but crushed on the bottom. The second case, all 12 cans on the bottom on the case are crushed. I contacted Royal Canin and all I got was excuses but NO resolution! I want the cans all 19 replaced. NOT EXCUSES!

  

  Business Response

  Date: 05/01/2023

  Thank you for bringing your concerns to our attention. I do see your contacts on 4/28 via phone and email. In both forms of communication, our return and refund process were explained. If you are seeking a replacement, this is also covered under our return policy and recommend to reach out to your place of purchase to move forward. If you have additional questions please let me know 

• Initial Complaint

  Date:03/14/2023

  Type:Customer Service 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.

  This complaint is in regards to Royal Canin's billing practices and associated customer service.
  
  I manage a veterinary clinic that purchases Royal Canin food for our clients. Typically I receive a billing statement at the end of the month with a payment due date of the 15th the following month. By March 13 ,I had not received a statement for February. On March 13 at 12:54pm, I called their customer service number (the only phone number they list anywhere on their website or printed materials) to inquire about receiving it by email. I spoke to ******** who told me that she would put in a request for that and I would receive something soon.
  
  Two hours later, I had not received that email. I called again at 2:14pm and spoke to another representative who told me there was no record of my phone call and that no request had been placed for that statement. She put in that request and gave me a case number to reference it.
  
  On March 14, I still had not received that statement so called again at 12:29pm. Again I spoke to ********, who told me I would receive the statement by email tomorrow. I asked her if the payment due date would also be tomorrow (the 15th). She said yes. There were no apologies or attempts to work with me around their inefficiency and error. I asked to speak to her supervisor. She told me that someone would call me back. There seemed to be no one to speak to, no way to get information, and no attempt to help navigate what should be a simple transaction. Statements should be email-able instantly. This is unacceptable from a company with the resources of Royal Canin.

  

  Business Response

  Date: 03/16/2023

  Thank you for reaching out and I am sorry to learn of this experience. Looking through our records I do see your initial contacts on 3/13 and 3/14, one of which is an escalation for a supervisor to assist with resolution. In addition there is a record of a supervisor returning your call and emailing the requested invoices and and current balance due on 3/15. If you should need further assistance please let me know. 

• Initial Complaint

  Date:03/04/2023

  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 gave my dog royal cabin low fat gi. He has been very sick since. He has been diagnosed with pasturella infection and has been on antibiotics for months. The food had a very rancid odor. I got it at *** ***** in ********* **. I didn't know it should not smell like that. Within days if eating it my dog was having trouble breathing and ended up in hospital for 3 days. They used same food with different dates and it had no smell. He was then transferred to royal canin. Renal which gave him severe diarrhea.
  Royal cabin has my complaints and even knowing my dog got pasture low from eating it, still won't properly investigate the food. I'm also out money for 4 cases of go and 2 cases of renal as the hospital he was in is 2 hours away and I can't take it back.
  Please investigate this food and refund me the 6 cases. I refuse to ever use royal canin again as they don't seem to care my dog has been sick for months after saying their food and has cost me thousands in vet bills. I feel royal canin should reimburse me for that also

  

  Business Response

  Date: 03/06/2023

  Thank you for reaching out and I hope that your dog is on the road to recovery. Based on our records I do see an email communication from October 2022 where you reported the foul smelling cans of the Gastrointestinal Low Fat. Unfortunately our agent was unable to investigate this batch without the best by and batch details from the bottom of the can. This is a requirement for any complaint to have a successfully investigated. I also see a complaint from November 2022 on the Renal Support S that was investigated and found to be within specifications. Are you having issues with a different Renal Support product? I am happy to have an additional complaint investigated, but will need all the best by and batch information from the bottom of the can. I look forward to assisting you further.

  Customer Answer

  Date: 03/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  royal canin is not telling the truth.  they are required by law to track every batch of food made.  their response to my dog becoming sick after eating their food causing me thousands of dollars in damages is ridiculous at best.
  
  
  
  
  
  Sincerely,
  
  
  
  ***** *****