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
Customer Complaints Summary
- 25 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/07/2023
Type: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 started feeding my cats royal canin because it was a little more expensive than other cat food and it had been recommended by a vet to start them on it because she liked the food. They were fine for the first three months meaning this was not an issue with switching their food. I started slowly with the transition to not cause issues such as diarrhea. After spending over 100 dollars on wet cat food from royal canin my cats started to develop symptoms. I was not sure that it was from the *************. One of my cats who did not show symptoms started to refuse to eat her wet food which is odd. She would immediately turn her nose up and walk away. The other one began to puke it up immediately after eating. The third one would puke multiple times a day. I didnt connect the puking to the wet cat food for about a week as the puking I assumed was due to the one who puked immediately after, eating too fast. After a week of constant puking it got to the point where my one cat was frothing at the mouth and puking every 20 minutes. I discontinued the use of the we cat food and the problem immediately resolved within a day. They have been puke free for over a week now. The issue was definitely the wet cat food. I will never use this brand again and I have since talked to others who claim this has happened to their pets too and the constant puking was immediately resolved when the food was switched.
Business Response
Date: 02/08/2023
Thank you for reaching out and I am sorry to hear that your cats have been unwell. Based on your name and phone number our ************* team does not have a record that you contacted Royal Canin directly with this complaint. I am happy to assist with your case and investigation but will need additional details. Which canned Royal Canin product were you using? To proceed with the complaint I will need the best by and batch details from the bottom of the can. A clear photo of the bottom of the can will also suffice. Once this information is obtained I can submit your complaint for investigation. If you have any additional questions please contact ************* at ************.Customer Answer
Date: 02/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and am responding with pictures of the type of kitten food and the expiration date of the canned kitten food used.
Sincerely,
***************************Initial Complaint
Date:09/10/2022
Type: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.
Royal Canin is trying to kill my cat! First, it was the Renal + Hydrolyzed Protein dry food that made her super sick. Now I'm finding pieces of hard plastic in her wet food (Renal Support E)!! There is also possibly metal in there, because it pops real loud when I warm it in the microwave for 5 seconds. Pictures of lot numbers for both products attached. I've been feeding my cat Royal Canin for about two years and she's been in and out of hospitals with diarrhea, vomiting, loss of appetite, lethargy, and weight loss that entire time... and each time the doctors come up with nothing, and they keep insisting on the Royal Canin diet.Business Response
Date: 09/11/2022
Thank you for reaching out and I am sorry to hear that your cat has not done well with the Multifunction Renal + HP and your experience with the ************** on your phone number I have located your complaint regarding the Multifunction Renal + HP, but I am not finding any conversations with our ************* team regarding the ************* the photo provided of the bottom of the can, I am happy to start a complaint but will need additional photos of the items you are finding within the can. Photos can be emailed to ********************************************************** With that information our Quality and Food Safety team will be able to complete their investigation. Regarding the 'sparking' of canned food in the microwave, our Quality team does not ************** canned food in the microwave as it can create uneven hot spots and the mineral content can pop. It is best to add warm water to the canned food to heat it uniformly and safely. I wish the best to you and your cat and l look forward to assisting you further.Customer Answer
Date: 09/13/2022
Refund is fine... Really I want the company to improve their quality and others to be aware of the danger of their products.Customer Answer
Date: 09/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID 18008270I have emailed the requested items to the address provided in the response
Sincerely,
***********************Initial Complaint
Date:09/02/2022
Type: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.
Plastic piece found in the Royal Canin Renal Support E Veterinary Diet ******************* ***** ** *** ** *** **** ** ** ********** ** *** ***** *** ** *** **** ** ** ********** *** *** ****** ***** ******Business Response
Date: 09/06/2022
Thank you for reaching out and I am sorry to learn of this experience! With the contact information you have provided I have been unable to locate any previous communications with our Consumer Care team. From the best by and batch details you have sent I have created a complaint and I can report that there have been no other complaints or concerns reported against this batch. We would like to gather some additional information about the object that was found, where within the can was it found? What is its size and shape? Is it hard or pliable? Please email responses to *********************** so we may add these additional details to the complaint. These additional details can help our Quality and Food Safety team identify the object and help determine if it originated outside or in the factory. I look forward to hearing from you.
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