Complaints

This profile includes complaints for Nestle Purina PetCare Co's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Nestle Purina PetCare Co has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Nestle Purina PetCare Co

  1 Checkerboard Square Saint Louis, MO 63164-0001

  
• 

  Purina Dog and Cat Food

  PO Box 2530 Largo, FL 33779-2530

• 

  Nestle Purina Petcare

  11016 Rushmore Dr Charlotte, NC 28277-3474

• 

  Nestle Purina PetCare Co

  1400 S Highway Dr Fenton, MO 63026-2281

  
• 

  Nestle Purina PetCare Co

  2555 North Partnership Boulevard Springfield, MO 65803

  

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:06/24/2025

  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 have purchased Fancy Feast Chicken **** for the last year. Recently Ive noticed a decline in quality, seeing white bits here and there. In my most recent purchase, there was part of a BONE in one of the cans. Luckily I saw it before my cat ate. It is definitely a safety and choking hazard and Purina needs to improve their quality control. I am now looking at other brands after this terrible incident.

  

  Business Response

  Date: 06/26/2025

  To help make this right, we’ve attempted to reach Ms. Hazledine by phone and sadly, have been unsuccessful.  We can be reached at 855-744-1216, Monday - Friday 8am - 6pm and Saturday, from 8am-5pm CT. When calling, please provide us with the case reference number 24151231.  We also sent an email with this information.  We hope to hear from you soon.

  Customer Answer

  Date: 06/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the business' response regarding complaint ID 23511790 and am satisfied with this resolution. 
  
   
  
  Sincerely,
  
  
  
  Kristy Hazledine

• Initial Complaint

  Date:05/26/2025

  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 ordered the purina one high protein plus urinary tract health formula adult dry cat food 7Lbs from petco around April 22nd 2025. Yesterday (05/25/25) as I was pouring some of the food into my cats food dispenser, a large bug crawled out of the food (not a cockroach, just a medium sized winged insect). I killed it, and then I noticed that two pieces of the food were stuck together by what seems to be the creatures egg sack or maybe something else from the bug itself. Today (5/26/25), I find another bug in my cats bowl after the food was dispensed (this one was smaller and already dead). I asked ***** for a refund and replacement and they told me I can only choose one or the other so I chose to get a replacement. They told me the delivery window would be 4pm to 9pm on 05/25/25 (that day I called after finding the large bug) but that if it didnt deliver that day, the delivery window would be same time the following day. It didnt deliver on 05/25/25 which meant my cat had to keep eating the contaminated food since I had no other food to give her. The only reason I hadnt noticed the bugs before is because Im assuming they hadnt hatched yet when I first placed the food in her dispenser a few weeks back.

  

  Business Response

  Date: 06/18/2025

  Hello,

  Please know that we tried calling the consumer at the number provided, however it appears to be a bad number.  We've since sent a follow up email asking them to reach out to us at their convenience.  

  We look forward to hearing from them.

  Thanks,

  Terri DeMent

• Initial Complaint

  Date:04/28/2025

  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 have bought the Purina Pro Plan large breed adult sensitive skin and stomach (German ******** bag) for almost 4 years. Over the last 12 months the dog food I received from Chewy smelled like smoke when you opened the bag. I changed stores to ********* and now it is the same thing. The dog food and the inside of the bag smells like smoke. The expiration dates are 8/2026. I googled why dog food smells like smoke and the response was that it is rancid. I will no longer feed her this food.

  

  Business Response

  Date: 04/29/2025

  Hello,

  We were able to speak with the consumer today regarding the issue with her recent purchases.  We were able to collect all of the necessary information and are continuing to work with Ms. ************ She was appreciative of our call and handling.  

  Thanks,

  ***** ******

   

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  As long as there is follow through from Purina. They have requested I send in a sample of the dog food I received for testing. 
   
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/27/2025

  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.

  Bought $200 worth of begging stripes at ******* to get $40 worth of gift cards or rebate cards only got a $10 rebate that took me at least 4 tries to redeem the virtual card now ii can't get the other one's been trying to resolve for 3 months

  

  Business Response

  Date: 04/28/2025

  Hello,

  We reached out to the consumer to better understand the situation and to make sure we have the correct information needed to investigate their refund.  We left a voicemail asking that they call us back at their earliest convenience so we can resolve this issue.  We look forward to hearing from them.

  Thanks,

  ***** ******

  Customer Answer

  Date: 05/09/2025

  ******: Mr. **************** called) and requested for us to close this complaint. He has received his refund from Purina and is very happy with the outcome and thanks BBB for all help in getting this resolved. 

• Initial Complaint

  Date:04/11/2025

  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.

  Hearing the people on this line are disgustingly rude. They kept me on hold 42 minutes. I don't know what country I was calling but they were rude and they spoke bad English. All I wanted was my Pro Plan bag Exchange. New Dog new food bad flavor. I am legal I have heavy Spanish accent but I am legal and I should not be treated this way.

  

  Business Response

  Date: 05/07/2025

  Hello,

  After searching our records, we couldn't find where this consumer reached out to us prior.  We reached out to the consumer yesterday at the phone number provided, however it was not a good number.  We've since sent an email asking them to call us or email us back at their convenience.

  Thanks,

  ***** ******

• Initial Complaint

  Date:04/01/2025

  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.

  This bag of Purina One Small Bites was purchased Mar. 21, 2025. When I dumped it in my storage can on Mar. 23, I went to scoop out food and noticed what appeared to be a sticky, silky substance in it. It appears to be a giant sticky cobweb, but there is so much of it mixed in the food, it's unlikely that's what it is. It could be something shredded...like fabric or something. I tried contacting Purina One about it 2 seperate times with zero response. The entire bag is contaminated with white sticky substance, so I couldn't feed it to my dogs without knowing if it's harmful. Additionally, it couldn't possibly be just MY bag contaminated, which means Purina has a serious problem! The fact that nobody contacted me to ask questions, receive pictures, offer a refund, or do anything to fix this was surprising. (They may need to do a recall if the substance is harmful to animals, yet I see NO urgency on their part to determine what the contamination is and then both remove products from stores that have this contamination as well as prevent it from happening in the future....which is a crappy way to do business.) Until I can feel that their product is safe, I will not be buying another Purina Product! I have photos AND I have at a significant amount of the contaminated food saved...if only they were concerned enough to ask for it. The *** Code is: ***** ***** The Product Manufacturing Code and Date: 408110840624L04 Best By Sep. ************************************************ ******, **. The bag was undamaged and unopened, so the contamination occured prior to sealing the bag. I understand that things happen in factories to cause such an issue. I CAN'T however understand why the company doesn't respond to complaints, especially when there is a potential to harm the pets they are making food for. If it were MY company, It would have been my top priority to resolve. If this isn't resolved, my next contact will be ************ and 1-star feedback to Google/Trust Pilot

  

  Business Response

  Date: 04/16/2025

  Hello,

  We called the consumer on 4/16 and reached their voicemail.  We left a message asking that they reach back out to us at their convenience.  We also sent them an email as well.

  We look forward to hearing from and speaking with them.

  Thanks,

  ***** ******

  Customer Answer

  Date: 04/25/2025

  Dear BBB, 
  
  Why didnt you apply the same timing standards for ME as you did the defendant?  Purina reached out to me on the 16th, then actually made contact a couple days later.  Today is just the 25th!  Their first attempted contact with me was just NINE days ago!!  After a brief discussion and completing their request to send them more photos, a refund was promised.  They stated I would be receiving a check in the mail, which I have not received yet.  How can this dispute be settled if the requested resolution is a refund which I have yet to receive???  And you clearly stated that Purina had 30 days to respond to my complaint, but you closed my complaint for no response in just 1 week??  Exactly what was I supposed to report to you.that indeed I was contacted, but there is no completed resolution yet?  There was nothing to report!!  This matter is NOT closed until I receive the agreed refund amount, and as of yet, there is no evidence they even sent it as they promised over the phone.  Its almost as though you are siding with the seller who is at fault without applying the same allowance of time for communication to me, the consumer, who filed the complaint.  Other than a phone call a month after I contacted you, they have done nothing so far to resolve my complaint, so NOW I am dissatisfied with you AND them.
  
  If this case isnt re-opened until I receive my refund, I will be filing a new complaint and including the unfairness in expectations by the BBB. 
  
                                       Dissatisfied,   ****** *******

• Initial Complaint

  Date:03/20/2025

  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.

  on 2-3-25 I gave my 2 cats 1/4 can of fancy feast cat food. they both became ill. refusing to eat or drink. I smelled the remaining food in the can and it smelled really bad. both cats wouldn't eat or drink for 3 days. Skipper finally started slowing eating again on 3rd day. ****** wouldn't. called the vet. was told to bring her in. she was dehydrated. vet gave her fluids and 2 other injections. later that day she started to eat again. vet said the cat food made them sick, I already knew that as well. I called Purina and explained . they passed it on to a 3rd party company that handles these claims for them called ********. ******** received my vets medical records on Ginger and they denied my request for them to pay my vet bill . after many conversations with ******** they still refuse to pay. claiming there is no correlation to their food and my cats becoming ill. I want my $217 back! Purina's fancy feast cat absolutely made my cats ill and they need to reimburse me.

  

  Business Response

  Date: 04/16/2025

  Hello,

  We've been working with the consumer regarding this issue.  We've also sent their contact information to our 3rd party claims administrator, ********, to consider assistance with veterinarian expense at the consumer's request.  The consumer has reached back out to us for an update on the possible veterinarian bill reimbursement, which we've redirected them back to ******** for further handling and information. 

  Thanks,

  ***** ******

  Customer Answer

  Date: 04/20/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
  

  They contacted us and are reimbursing us our vet bill. We are satisfied with the resolution of the matter. Thank you for your help.

  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:03/10/2025

  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.

  I have been trying to get back in touch with someone regarding my case since Wednesday afternoon and I have not heard anything. My dogs were made sick by food that was sold with living maggots inside of it. I had to bring them to the vet for nausea, fatigue, diarrhea, swelling of the face, and then some. I spoke with a supervisor who told me I would be contacted by the appropriate department and I have not heard back. I have sent emails and I have not heard back. I called twice today and my call was dropped both times. I have spoken with an attorney and will pursue this legally if necessary. My dogs were made very sick by your negligence, this is a known issue and these bags of food should have been recalled, but were not and now animals all over are getting sick. I have photo and video evidence, and Vet records to support my claim.

  

  Business Response

  Date: 03/11/2025

  Hello,

   

  We've been in contact with the consumer as recently as 3/10 regarding this issue and her concerns.  While we've shared information with her regarding this issue, we've since escalated it to our 3rd party claims administrator for their handling of her request for reimbursement and to speak with her attorney.  

  Thank you,

  ***** ******

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
  if my claim is not handled appropriately I will refile my complaint
   
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:02/07/2025

  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.

  On the back of my bag of dog food in a pink box it says money back Purina guarantee if not satisfied. Phone toll free number got somebody named *** and somebody named Chanel after that. *** was especially sarcastic and abusive. They sounded like they had Jamaican accents. Very disrespectful with a could care less attitude. They refuse to help me get a refund because I didn't have my receipt yet the Box doesn't speak of having to have a receipt. I would like my money back like the box says due to allergens and not being disclosed on the front of the bag. Purina is just not pure rice and beef or lamb and rice, it has all kind of gunk involved in the ingredients which my dog can't handle. This toll-free customer service line is disgusting and I have a hard time understanding why. Hires individuals to attack and bewilder customers. I'd like my $74 returned to me immediately

  

  Business Response

  Date: 02/10/2025

  Hello,

  We called the consumer but were unable to reach them.  We left a message asking that they call us back at their convenience.  We also checked our database and were unable to find a previous contact with the information provided.  We look forward to speaking with the consumer to resolve this issue.

  Thanks,

  ***** ******

  Customer Answer

  Date: 02/24/2025

  I found the number Purina gave. It was answered by disgusting people in ****** who would not help. They were rude arrogant and condescending. I have spent hours regarding this issue with people that were subservient nothings. I asked to be transferred to supervisor I got nowhere. You assured me that the toll free number was an American customer service supervisor. It is not it is more of the same unethical ridiculous customer service coming out of ****** hired by Purina. I want contact by an American customer service agent. I want a phone number for an American customer service agent

  

  Business Response

  Date: 02/27/2025

  Hello,

  After checking our system, we're unable to find a record of the consumer calling us back and speaking with our team.  We'll be sure to have our team reach back out to her to address her continued concerns.

  Thanks,

  ***** ******

• Initial Complaint

  Date:02/02/2025

  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 purchased a case of their Purina Fancy Feast Petites Salmon from Amazon for $11.35. It showed up damaged. I could smell it before I opened the box. Every container has cat food all over it and it's on the inside of the box. ****** refuses to refund me and referred me to Purina. their number is not working and their website is terrible. What they sent me is a BACTERIA RIDDEN BIOHAZARD that is dangerous to me and my cat. Because I won't give them the serial number on the package (because I won't touch it or even have it in my house), they refuse to even allow me to file a complaint with them. I have spent 2 hours trying to get a resolution and my time is worth money as well. I make $50/hour and I have spent $100 of my time trying to get a refund of $11.35 from this horrible company who won't even allow me to speak with anyone until I give them information that would require me to touch contaminated product. I want my money back and I want $100 for the time they have stolen from me.

  

  Business Response

  Date: 02/21/2025

  We're sorry to hear you received our product in this condition.  We carefully produce and package our products to ensure they reach consumers in excellent condition.
  Occasionally, damage occurs during shipping and distribution. We received and documented this complaint, via case 23853250, on 2/2/25.  On 2/3/25, a refund in the amount of $13.44 was entered.  We spoke with the consumer on 2/4/25.  On 2/5/25, the refund check was printed and mailed.p  If you have any additional questions, please let us know.  We can be reached at *********************************************************************** or by phone at ************, Monday - Friday 8am - 6pm and Saturday, from 8am-5pm CT.  Thank you.