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.

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Nestle Purina PetCare Co has 6 locations, listed below.

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  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:01/06/2025

  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.

  Hello. You sell probiotic products for cats and dogs. Fortiflora for cats and dogs and Fortiflora Calming for cats and dogs. I was introduced to the product by my vet. I found it for purchase with retailers. Then I ended up with 3 special needs cats and could not afford this expensive product for daily use. I find both products on **** for sale by many many sellers. I could barely squeeze it into my budget even still, but the prices on **** are 1/2 the store price and lower with free shipping. Usually I pay $17-$22 per box all inclusive. Now I am seeing prices as low as $8. I have never received a box I thought was fake. Everything always looked sealed properly. Sometimes these products are sold expired but with full disclosure prior to purchase. 1. I need to know as a general rule, if your product is engineered to withstand temperature fluctuations 2. if you sell product about to expire to private purchasers for sale on **** 3. If you are even aware of private sellers on **** 4. if you are aware, how can we tell who vetted the private resellers? 5. For those of us who need this product but cannot afford full retail, is there a way to get it at less of a mark-up? I am reading some of the comments of different purchasers and some people are saying they are from ***** pretending to be in the ** and some of the product is rancid or not real. This is a very important health product for animals especially my special needs cats. I think America as a whole needs a price that can make this more attainable and not have to resort to potentially doing more harm to our pets. It's been quite a few years I have been buying off of ****. It's only now after reading frightening comments that I 2nd guess this. I spend about $20/box on average. I go through 3 boxes a month. Wouldnt you rather have my money than see it go to someone else who might be faking? I would jump through some extra hoops to get this at a better price. How can you help all of us with these issues?

  

  Business Response

  Date: 01/07/2025

  Dear BBB, 

  Thank you for sharing these concerns with us.  A member of our Purina Veterinary Diets team will contact Ms. ********* to discuss her concerns.  We will advise with an update following this conversation.

  Thank you again,

  ***** ******

  
   

  Customer Answer

  Date: 01/08/2025

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

• Initial Complaint

  Date:12/23/2024

  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 been buying the same dog food for a while now and I purchase it at petco so I bought a bag on 12/21 and opened it to find disgusting webs inside and all over the food it looks like an animal went in there and was nesting it was so horrific I felt nauseous to the sight.I cant believe I feed my dogs this brand of food now to only think about what is actually in it im appalled and Im asking a fair resolution because I have 2 dogs that eat the same brand of food.

  

  Business Response

  Date: 12/23/2024

  Hello,

  We tried calling the consumer and had to leave a voicemail.  We left a message asking that she call us back at her earliest convenience.  We'll also be sending her an email as well.

  Thanks,

  ***** ******

  Customer Answer

  Date: 12/24/2024

  Complaint: 22722713
  
  I have reviewed the business' response and am rejecting it because I received only an email from them stating to send them the barcode in which I did Im still awaiting on a response from the company with a fair resolution. I did not receive a phone call 
  
  
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 02/26/2025

  021125JM: Left a message for the consumer  to give me a call. 021425JM: Left a message for the consumer to give me a call 021825JM: Left a message for the consumer and to give me a call. I sent the consumer a email as well. 022525JM: Spoke with ****** and she is happy with the help from the BBB. She has received the coupons from the Purina Company and this complaint may be Close.

  
  

  

  Business Response

  Date: 02/26/2025

  021125JM: Left a message for ****** to give me a call. 021425JM: Left a message for ****** to give me a call 021825JM: ****** left me a message and she was going to check and see if the  coupons was received and mailed out.  022525JM: ****** from Purina is still checking to make sure the consumer received the coupons.  022625JM: ****** called me back and confirmed the consumer has received the coupons and use them at Petco Store. ****** has stated the customer is ok with the outcome and will let her if she has anymore concerns. ****** would like this complaint "Close" as the consumer has received their coupons.

  
  

• Initial Complaint

  Date:11/12/2024

  Type:Delivery 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.

  Oct 23rd I successfully completed all the requirements to receive a $10 virtual **** Prepaid card using the email ********************** The last step "Please click below to redeem your reward. REWARD STORE LINK" using the same email gave me the error message "Email address provided is fraudulent. Please provide valid email address.". It is a valid email ************ was approved for uploading the receipt/approval. Oct 23rd I emailed mailto:***********************************************************************************, I was assigned case [## ****** ##] Buy treats. Get. Several times I reached out asking the update only to receive the typical responses " Hello ****,Thank you for your email. I apologize for any inconvenience you have experienced. I have made our ****************** Team aware of the situation and we are currently researching this for you. I will update you as soon as I receive any further information. Thank you for your patience and participation in the promotion. Best Regards, ******". The most recent email Nov. 5th "Hello ****, Thank you for the follow-up email. I apologize for the delay in responding to your original email, however, we are still actively researching the issue. As soon as I receive an update or resolution, I will contact you and provide additional information. Thank you for your patience. Best Regards, *****. Today/Nov 12th I spoke with Purina SupervisorJordon supervisor being told Purina can do nothing. I was told to contact ********************************************* When I said that is the email that is not resolving the issue she had nothing to help me. The consumer can submit for eight gift cards, I told them I wanted to submit a 2nd, I can't now. The 3rd party vendor company represents Purina, this is NOT the way to treat a paying customer!!! I completed the requirements for the $10 virtual prepaid gift card, email it to me.

  

  Business Response

  Date: 12/12/2024

  Hello,

  The consumer also reached out to our office regarding this issue in early November.  We were able to resolve the issue by mailing a refund check for the $10 prepaid card that the consumer was to receive.  

  Thanks,

  ***** ******

  Customer Answer

  Date: 12/13/2024

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

• Initial Complaint

  Date:11/04/2024

  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 purchased Purina Pro Plan Sensitive Skin and Stomach Salmon and Rice Formula Dog Food, 40 lbs. On 07/31/2024, and I just opened it on 10/20/2024 with a expiration shelf-life date of 12/2025. Today, I went to feed my dog, Hershey, and in the scooper, I saw like *****, so when I took a flashlight to look in the bag, the bag had maggots. I immediately proceeded to go to ***** and speak to the manager, ********. She states since the purchase was over 60 days, even for an exchange, there is absolutely nothing that she can do, that it's out of her hands. I have attached my invoice. Im reporting this, this is also a health hazard, I'm sure my dog, ate this contaminated food. I paid $94 for this bag of dog food, *** sent the company an email, no response as of yet.

  

  Business Response

  Date: 11/11/2024

  Hello,

  We reached out to the consumer on Friday, 11/8, and weren't able to connect.  We left a voicemail asking them to reach out to us at their convenience.  We look forward to hearing back from the consumer.

  Thanks,

  ***** ******

• Initial Complaint

  Date:11/01/2024

  Type:Delivery 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.

  Purina is doing a promo regarding purchasing $25 in particular pet treats, send in receipts and they will send you a $10 **************** I have submitted all screenshots of my online order clearly indicating the item, cost, total amount and order number. This has been done multiple times along with the phone calls Ive made. They will not let me speak to a supervisor and they will not resolve this. They are not honoring their promo.

  

  Business Response

  Date: 11/06/2024

  Hello,

  We were able to speak with this consumer about this issue on 11/4.  We were able to address her questions and concerns about the offer.  We mailed her some coupons as well as the $10 rebate requested.

  Thanks,

  ***** ******

  Customer Answer

  Date: 11/10/2024

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

• Initial Complaint

  Date:10/09/2024

  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 bought purina pro lamb for small dogs. My dog has been very sick since eating this. I took him to the vet, they have recommended that I take him off purina due the large amount of pets coming in sick from purina. I now have a vet bill that was 750 due to this company not being held accountable for their actions.

  

  Business Response

  Date: 10/14/2024

  Hello,

  We were able to speak with this consumer on Wednesday.  We were able to answer and address their complaint and concerns.  We're continuing to work with them via our 3rd party claims administrator, ********, regarding the bills incurred at the veterinarian.  

  Thanks,

  ***** ******

• Initial Complaint

  Date:09/30/2024

  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.

  For over a year and a half, I have been sending photos to Purina showing what they are trying to pass off as their tidy cat litter. I have been buying this litter for over 20 years. When I contacted the company about this, I sent pictures showing what their original Tidy Cat Litter looked like and what they are trying to pass off as their actual litter. The color is white instead of grey, it has an unpleasant odor right out of the box and turns to sand after the cats use it the first time. This is not the Tidy Cat litter ******* I saved the photos and emails I sent them months ago. To tell me they can't find where it's manufactured from is just gaslighting. The bar code and product code, which I took pictures of and sent many times along with the receipts tells them where it's sold and where it's manufactured. After a year and a half, I take a risk every time I buy a bag. Half the time, it's the bad litter. Your site won't allow me to download the many photos I sent to Purina due to chrome not putting my photos in my recent downloads or a way to forward the emails with photos.

  

  Business Response

  Date: 10/04/2024

  We spoke with this consumer on 10/1/24, after this complaint was filed.  A refund was sent, along with a label to retreive some of the clean, unused litter for review by our Quality Team.

• Initial Complaint

  Date:09/12/2024

  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 purchased a large bag of dog food $100.00 worth on 09.06.2024 I opened it up just now and came across bugs and nests inside the kibble! I have pictures of the bugs and the nests they made inside the dog food! This is PUPPY FOOD! How is this ok what if I fed this to them!!! I am disgusted and in disbelief right now! I deserve more than just a replacement bag, my puppies are starving! I highly advise a RECAL on all of these shredded chicken puppy **** bags!!! They are covered in black bugs and nests!!!!

  

  Business Response

  Date: 09/16/2024

  Hello,

  Please know that we reached out to the consumer, however, we weren't able to connect with them.  We left a message asking that they call us back at their convenience.
  

  Thanks,

  ***** ******

• Initial Complaint

  Date:08/29/2024

  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 feeding my puppy food from this company the Purina Pro Plan Plus. My puppy has been eating this food since she was 8 weeks old. I bought a large bag of dog food and the bag was full of worms/bugs, cocoons and webs. It is totally disgusting. when i called to complain they want the manufacturer number on the bag. Ironically those members are the only thing you cant see on the bag because of the printing. They are feeding and getting our pets sick and it needs to stop.

  

  Business Response

  Date: 09/03/2024

  Hello,

  We were able to find the consumer's previous contact with our company.  We've address this issue with the consumer and have provided her information to our 3rd party claims administrator, ********, for their continued handling of this issue.  We've asked that ******** reach back out to the consumer to address their additional questions/concerns.  In the meantime, we've shared all of their comments and product information with our team for their review.  

  Thanks,

  ***********************

• Initial Complaint

  Date:08/28/2024

  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 bought a large bag of dry Purina cat food from family dollar at the **************** and it was full of moving maggots.

  

  Business Response

  Date: 09/05/2024

  Hello,

  Please know that we tried calling the consumer, however, we only reached their voicemail.  We left a message asking them to call us back at their earliest convenience.

  Thanks,

  ***********************