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:07/31/2024

  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 purchased a bag of benefit, opened it and it had worms all the way through the bag! Had to go buy another and I contacted Purina , they sent me two coupons for resolution which I was fine with! So I went and picked up a huge bag first serving my got became sick! Throwing up and diarrhea ! She would not touch that food again,! After being up with her and missing work I called the vet and being that the throwing up had Stopped recommended trying another Food! Well guess what she ate! She is fine after throwing that food out! I submitted a claim and received a call but they would only refund the one 46$ bag because of The coupon and asked me if I was sure I hadnt given her another dog food ! What a crock! I am ****** that comment was even made! That food could have killed my dog! I want both bags and some of the money I lost from work! The woman stated she had to transfer me to someone else!

  

  Business Response

  Date: 08/05/2024

  Hello,

  We were able to speak with the consumer and resolve her issues.  We're continuing to work with her regarding this issue and she's pleased with our service.  She mentioned that she'll also be removing her complaint made to the BBB.  Please let us know if you have any questions.

  Thanks,

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

  Customer Answer

  Date: 08/05/2024

  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/08/2024

  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.

  Purchase bag of Purina rice and beef Purina One. Large bag cost $75. Just adopted dog from shelter they had dog on another food they recommended this food now got dog on this food dog got rashy itchy hives bumps. That said allergic to corn go to different diet no corn. Phone Purina. Was met with some smart-ass woman who couldn't speak English very well and talked slang and instead of saying words like that she said d a t and it got worse from there. It says guaranteed on the side of the bag so I would like the guarantee. She tried to force a coupon on me and I kept telling her there isn't a single bag of Purina without corn or pee starch which the vet doesn't like either. I would have gladly taken a refund like the bag says but this woman put me through so much h*** I decided to hang up the phone. When I called back I was met with another woman with the same accent who gave me the same hard time. This is not the Purina I used to know and love that's for sure. We met this pup in the shelter and decided to adopt him after going many years without a dog after losing our dog to cancer. Not only did she try and force me another Purina variation but she insisted I keep feeding it until the breakout rash hives stopped! Like she knew better than my own veterinarian! I'd like the money back guarantee please

  

  Business Response

  Date: 07/09/2024

  Hello,

  We tried calling the consumer and the number provided, but it was out of service.  We've since sent them an email asking that they contact us at their convenience regarding this matter. 

  Thanks,

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

  Customer Answer

  Date: 07/16/2024

  Complaint: 21960133
  
  I am rejecting this response. Hi. ****** was mean and aggressive. Did not solve issue because: I am from ****** ??? I am legal!!!
  
  
  
  Sincerely,
  
  **** Cane

• Initial Complaint

  Date:06/10/2024

  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.

  My wife and I breed german shepherds and have used purina products for decades. I am a member of pro club I'd number ********** and a little over a month and a half ago turned in my points for a $300 **** gift card to use on my upcoming anniversary cruise. I never recieved the card. Made a few calls to purina who told me to call card services....they can't help me as I never recieved the card...it's a huge circle....I just want the gift card or my points replenished to my account so I can order a new one...we spend thousands per year on purina products and never thought I would be put in a continuous circle ****.this

  

  Business Response

  Date: 06/12/2024

  Hello,

  We will be sure to reach out to the consumer to gather some additional information.  After some research on our end, it appears that the gift card had been received, activated and partially used.  We'll be sure to confirm this with the consumer and handle appropriately.

  Thanks,

  ***** ******

  Customer Answer

  Date: 06/12/2024

  Complaint: 21827840
  
  I am rejecting this response because:
  

  Purina reached out with a number to call to dispute the charges. I NEVER RECIEVED THE GIFT CARD! They won't do anything without the card number! No charges were ever made. Please provide tracking for gift card , reimburse my points, or send a replacement with tracking as this isn't right.
  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 09/27/2024

  110724:JM I have verified that the gift card has been used and received by the consumer and this complaint should be closed. 

  Customer Answer

  Date: 09/27/2024

  1107/24 JM: Spoke with the consumer and they did received the Gift Card. 

  09/21/2024 JM:I left a voicemail for consumer to return a call to verify if she ever received the gift card. 

  09/23/2024 JM: 

  BB STL

  ?

  ?Reply

  ?Reply all

  ?Forward

  

  ?

  To:******** ******** <********************************>

  Cc:

  ?

  ****** ****;

  ?

  *** ********

  Mon 9/23/2024 3:37 PM

  ********,

  
  

  BBB has closed the above complaint as invalid as of 9/11/2024. We checked the complaint portal and the complaint is not showing as open in the portal.  

  
  

  Thanks,

  Better Business Bureau 

  Office ************

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

  * Copy of email sent to consumer.  

  10/01/2024 JM:  Reponse from the Consumer. 

  ****** Bailey<**********************************>

  ?

  Wed 9/25/2024 3:10 PM

  Hello,

  Thanks for the email. No i am still awaiting them to mail a new card. This has been terrible and customer service never knows what's going on

  

  Business Response

  Date: 10/07/2024

  10/07/24 JM: ***** will looking the following information the card number, date it was issues and provide that to me so that we can close this complaint out as "answered:

• Initial Complaint

  Date:05/14/2024

  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.

  My dog became ill Dec 28th 2023 after eating a new bag of Purina Pro plan dog food. He came down with ****** diarrhea and vomiting. This went on for several weeks. At the advice of our vet they instructed us to eliminate the food and start a ***** diet in order to improve symptoms. He started to improve so he was placed back on his Purina Pro plan dog food. This started the symptoms all over again. This has gone on for a several months resulting in $1885.20 in vet bills. The extensive diarrhea resulted in a severe infection of his colon. Purina was contacted. They refunded us the cost of the food but claims the food didn't cause his symptoms and therefore are refusing to reimburse us for the vet bills we incurred. He has been on this food since he was a puppy without any issues whatsoever. The fact that all of his symptoms would return after trying to restart him on his food clearly shows there was a problem with the dog food.

  

  Business Response

  Date: 05/16/2024

  Hello,

  We called the consumer on 5/15 only to get their voicemail.  We left a message asking that they call us back at their convenience.

  Thanks,

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

  Customer Answer

  Date: 05/16/2024

  Complaint: 21712898
  
  I am rejecting this response because: I was at work and my wife called them back as they requested. The individual she spoke with tried telling her her issue is with ********. No my issue is with Purina Pro Plan dog food! Nowhere on the bag does it say ******** if that is who recoups us for our out-of-pocket expense. Purina then needs to instruct them to authorize that! I work everyday from 8:00 a.m. till 4:00 p.m. if you need to reach me during those time frames you can call my wife at ************ her name is *****. 
  
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/21/2024

  Hello,

  We were able to speak with Mr. ******** on 5/20 regarding our claims process and the safety and quality of our foods.  We also forwarded his concerns about his claim being denied to our claims administrator, ******** CMS and encouraged him to contact ******** directly with questions.  

  Thanks,

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

  Customer Answer

  Date: 05/21/2024

  Complaint: 21712898
  
  I am rejecting this response because:
  My issue is with Purina Dog Food. As I already stated my bag does not say ******* anywhere on it it says Purina. Purina needs to reach out to ******** and rectify the situation! ******* didn't make my dog deathly ill. Purina dog food did! 
  
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/22/2024

  The business claims it has forwarded its information to ******* the company who handles their loss "pay outs". Yet we still haven't received anything from ******* since making contact disputing this. They have unequivocally not answered the issue at hand. They keep stating they will contact ******** and inform them to contact me yet I still have not received anything. other than the original denial

  Customer Answer

  Date: 06/04/2024

  The last correspondence we received from Nestl Purina was to contact ******** and that they would also reach out to them to urge them to contact us. We never heard anything from them. So we started a BBB complaint against ******** as well on this matter as Nestl Purina claims they are the one to rectify this. This was the response they gave me to the BBB complaint. I have attached it to this claim. Neither Purina or ******** want to do anything about it. Both companies just refer you to the other. I did what Nestl asked and got no where! 

  Customer Answer

  Date: 08/09/2024

  M-TR 08/09/2024 [C] ************ refused to cover our vet bills, so we asked them for a lifetime supply of dog food to make it right, they also refused that request. They stated all they could offer was a refund for the purchase of dog food we felt made our dog sick. Our vet could not confirm or deny the dog food was the cause of his infection that caused him to be septic and sadly took his life.

  Customer Answer

  Date: 08/09/2024

  Purina, claims they would contact ******** and urge them to respond, or address our issue. They failed too. I even opened up a BBB complaint against ******** and their response was "this is not the way to go about this". Our vet is fearful of retaliation lawsuit. All she has been willing to say is that the pet most likely became sick (massive diarrhea) after eating the food. It's easy to see a correlation that a massive bout with diarrhea let to his colon infection. Both ******** and Purina don't want to admit that correlation. 

• Initial Complaint

  Date:05/11/2024

  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.

  On Friday waited on hold listening to repetitious music for 2 hours at my desk while doing my work calling Purina customer service! 2 hours! A woman finally answered and she didn't sound like she knew what she was doing. Like she was reading some kind of script. I'll explain to her my dog was diagnosed with IBS and I'd like the guarantee refund. This woman kept me on the phone for half an hour going back and forth on hold because she didn't know what to do. She almost sounded like she enjoyed not helping people. So disgusted and dissatisfied. Would like the purchase price refunded. I'm on Purina prescription food now for IBS. What's wrong with Purina where nobody answers the phone and it takes them 2 hours to answer a customer service call on a Friday afternoon?

  

  Business Response

  Date: 05/15/2024

  Hello, weve attempted to reach ************** by phone and sadly, have been unsuccessful.  The phone number provided was not in service.  Wed appreciate the opportunity to speak with Ms. ******* directly. At your convenience, please call us at ************, Monday - Saturday, from 8am-5pm CT. When calling, please provide us with the case reference number  23397379.
  

  If you prefer, you can also request a refund by mailing your original purchase receipt with the price circled, a brief explanation of why you were dissatisfied, the Best If Used By date box from the package, along with your name and street address (P.O. Box not accepted) to the address below.
  Purina Consumer Services
  PO Box 340
  Neenah WI 54957

• Initial Complaint

  Date:04/13/2024

  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.

  Manufacture Defect - Moth Contamination. Three bags of Purina ONE Natural Cat Food for Hairball Control delivered 2-3-24 ($35.63), 12-4-23 ($33.84), and 11-3-23 ($35.63) by Amazon are INFESTED with moth eggs. Amazon is issuing refund for only $35.63 for the latest bag; however, I paid $105.10 total for 3 moth-infested bags of Purina cat food on Amazon's subscribe & save program. I thought moths were infesting after opening. Today 4-13-24 I inspected a brand new bag and took photos of the eggs. Furthermore I researched and found numerous other complaints in the last several months of Purina moth contamination.

  

  Business Response

  Date: 04/15/2024

  Hello,

  We were able to speak with the consumer today and addressed her concerns.  We gathered some additional information and have mailed a refund to her.  We now consider this case to be closed.

  Thanks,

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

  Customer Answer

  Date: 04/16/2024

  ***** is my first name.

  

  Business Response

  Date: 04/16/2024

  Hello,

  We reached out to and spoke with the consumer below.  We addressed all of their questions and concerns. We've also mailed a refund to the consumer.  We believe this issue to be resolved.

  Thanks,

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

  Customer Answer

  Date: 04/24/2024

  Purina satsfactorily resolved the complaint with a refund.

  Customer Answer

  Date: 04/24/2024

  Purina satisfactorily resolved the complaint with a refund.

• Initial Complaint

  Date:04/02/2024

  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.

  Contacted Purina on 3/21/24 about infested food that caused my dog to get very sick. He was vomiting and had diarrhea until he was extremely dehydrated. We took him to the vet and got him treatment. Our dog food had live maggots inside. Purina responded by saying sorry about your dog but they refused to pay his medical bills and wouldn't take responsibility for the infested food.

  

  Business Response

  Date: 04/04/2024

  Hello,

  We escalated Ms. ********* concerns to our claims administrator, Sedgwick CMS and encourage Ms. **************** contact ******** directly with questions.

  Thank you,

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

  Customer Answer

  Date: 04/04/2024

  Complaint: 21516864
  
  
  I have reached out and spoken with their claims department and they don't want to take responsibility for my dogs illness. I gave them the opportunity to make things right and just pay the medical bills caused by my sick dog and they refused. I told them I will be seeking legal action at this time.
  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:03/29/2024

  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.

  Wet food and treats may be great. DO NOT buy their dry food. There is a ton of sodium in their food causing cats to get blood clots ,(thrombosis, which they don't test for until asked). I do not recommend this product as it as killed 2 of my cats

  

  Business Response

  Date: 04/04/2024

  Hello,

  We've called the consumer twice and were unable to reach them.  We left a voicemail with our phone number and asked that they call us back at their convenience to discuss this matter.

  Thanks,

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

• Initial Complaint

  Date:03/17/2024

  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.

  We have a new Puppy and we have chosen and have been told purina one puppy is the best.But I have purchased two bags from Pet smart and the **** is not consistent som larger not so consistent almost as if they were executed wrong.today I said to myself I'm going to Tractor Supply and buy a bag and see if it's just the batch because the first two bags I bought were at two different Pet Smarts Taunton,and ******* **.the consistently of the nuggets were perfect no over sized ones that appear to choak my Puppy.

  

  Business Response

  Date: 03/18/2024

  Hello,

  We were able to speak with the consumer today about their recent purchase.  We apologize for the issue as he shouldn't received the product in this manner.  We've collected all of the product and package information and are mailing the consumer a complimentary coupon to replace his latest purchase.  He was appreciative of our call and actions taken.

  Thanks,

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

  Customer Answer

  Date: 03/21/2024

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/08/2024

  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.

  On 2/24/23, our puppy was rushed to the vet hospital due to an upset stomach. The only changed factor in his diet was that he ate from a new bag of food. After the vet visit, we noticed the changed in the food and after research, it was identified that Purina Nestle change the recipe/formula. We opened a claim with them and have denied the claim since the vet didn't state that the food made him sick - which is an unreasonable expectation. that fact that the vet didn't find any causes for the upset stomach is clear indication that the food caused his upset stomach. Food Manufacturing code: 402710821604L22-89 He was seen by: ************************* ***************************** ************

  

  Business Response

  Date: 03/15/2024

  Hello,

  We escalated Ms. ****** concerns to our claims administrator, Sedgwick CMS and encourage ************** to contact ******** directly with questions.  

  Thanks,

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

  Customer Answer

  Date: 03/15/2024

  Complaint: 21404924
  
  I am rejecting this response because this was already sent to ******** and we felt their review was biased, unreasonable and incomplete. 
  
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 03/18/2024

  The complaint was not answered. Their third party service that reviews this type of issue performed a biased and incomplete review. Because the vet didnt specifically listed the food as a trigger, they disregarded all of the evidence we provided that proves that the food made our dog extremely sick.