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

  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

• 

  Purina Company

  13900 Lincoln Blvd. Edmond, OK 73013

• 

  Nestle Purina PetCare Co

  1400 S Highway Dr Fenton, MO 63026-2281

  

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:03/06/2024

  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 dogs have been eating Purina One Lamb and rice formula for at least 7 years with no problems but in the past year I noticed that the formula has changed and it has been increasingly hard to find in stores my preferred store is Target. I also noticed that my dogs have been having issues with vomiting after consuming the food. I took my dogs to vet because I initially assumed that my dogs were just ill but the vet told me to keep observing the dogs and if it got worse to bring them back. Well I kept observing and even tried to change up the above food for soft canned food also by Purina what I noticed is that when I give them the canned food there is no vomiting but when I give them the hard food the vomiting starts again. I did some research online and found that its other customers complaining about their dogs vomiting after consuming the food. Im writing this complaint because I want Purina to look into this new formula because I truly believe something is wrong and its causing dogs to become ill. I personally will NEVER buy that formula or any of Purina products again after reading that there are other customers having the same issues.

  

  Business Response

  Date: 08/05/2024

  Hello,

  We apologize for not providing an update on this case sooner.  Please know that we were able to speak with the consumer on 4/24.  We were able to gather some additional information regarding their experience.  We were able to share that there aren't any product safety issues or recalls with our products and we were at a loss to explain what may have caused this issue.  The consumer wasn't blaming the food, but was not sure what caused the issue with their dog.  We offered to mail some complimentary coupons for their dog, Nation, however the consumer declined.  We consider this case to be closed.

  Thanks,

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

• Initial Complaint

  Date:02/24/2024

  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 bought food from purina that has made my animals sick. I was asked to send photos of all the food that I have which I did. I do not have receipts. I was told on Feb 7th I was receiving 2 checks totaling $460 or so from the man I spoke with on the phone. I am ill w a Parathyroid tumor and cannot lift the 47 pound bags or all the cases of wet food to get bar codes off of them. I was told my checks were in the mail. Other get a letter saying I've had multiple complaints which yes I did because this food is garbage and either my dogs and cats that I rescued won't eat it ir are throwing it up. And I reported every single complaint as I should of. This food is killing animals. Now they refuse to send the 2 checks they said they would. I want my refund checks as they were promised to me! I followed their orders and did everything on the phone the man said to do. I explained i am extremely ill from this tumor and a disease called Hyperparathyroidism. I can attach a drs statement as needed.

  Customer Answer

  Date: 02/26/2024

  We can cancel this. I did receive the refund checks. They sent a couple of weeks later after initial letter but both arrived within a day or so of each other. 

• Initial Complaint

  Date:02/13/2024

  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.

  The Purina dog food killed my ADBA registered pitbull and I explained to them he died instantly and before I did a claim I explained to them I didn't have time to take him to the vet and they said it was fine after that they sent it to a adjuster saying she needs vet records I said he died right after eating that dog food I got before and after Pic s vomit blood from mouth and everything it's not right Purina trying to blow me off like that my dog was adba registered pitbull and 5000 worth so time for games need to stop Purina is not trustworthy watch them close and stop buying there dog food products while u have time I need some or all my claim asap PURINA email Case #: ******** compensation is needed for real

  

  Business Response

  Date: 02/21/2024

  We have been working with ************ regarding his concerns.  Our claims management service, Sedgwick, is awaiting the requested documentation as of 2/13/24.  In order to discuss any compensation, we will need to receive permission to contact Mr. ***** veterinarian, medical records and veterinary expenses.  We encourage ************ to contact ******** directly at ************** and provide reference number:  23215666.   

  Customer Answer

  Date: 02/21/2024

  Complaint: 21288676
  
  I am rejecting this response because:
  I told Purina about he died instantly part after eating that feed and I have 12 witnesses stating this he was never sick and I also told Purina rep I didn't go to bet because he was already deceased yawls dog food is killer and that Sedgwick ladie ant helping me she's rude and doesn't take this seriously I have vet records but not of this and yawl was aware of it before we even did the claim the one that took my information said it was fine about it and he also said others have been complaining about yawl dog food where it was killing pets im sorry but ******** ant the one killed him you as in Purina dog food did man up quit hiding behind ******** just to keep from resolve our issues im post all our our information would wid to they consumer need to no about yawl poison and lies and cheat im also showing pictures of my dog as well before after eating that feed even death pics looks like if vet records of this was needed your rep would of stated that when him and I first did the claim about yawl of dog food that killed my dog im seriously he told me it wasn't needed because of the instant deceased and it took me 3 to 4 day to buried him because of all the frozen snow around 
  
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/29/2024

   I no what I no I'm sorry for u im posting it all even this on world wide even this im sorry but your rep should of told me everything and should of never told me vet record was not a half to case instead yawl waited till I buried him and then all of a sudden say vet record and for the record I still have and keep everything we all talk about nobody said vet record until everything started with this sedweck even all the Purina people never said that vet record is have to all they need was registered papers work and I give it to them I'm sorry but your dog food is killer never changed my mind I have ********************************************************* die always healthy until he eat it are mine never changed in fact there's more having problems with yawls feed then just me and your service 

  Customer Answer

  Date: 02/29/2024

  I'm willing to take a loss but God sakes and everything ill settle for way less but not total loss you reps should of been honest to begin with and u should never lie to a consumer/ your customer always strait forward ill settle for bottom dollar and we put all this past us 

  Customer Answer

  Date: 03/03/2024

  I have more than that none of them say anything about a vet record 

  Customer Answer

  Date: 03/24/2024

  Purina lets just resolve this and be done with it 350 to 450 its small at least something thank you and God bless you I'll fix all reviews and remove all negative reports and everything I'm just want to be done with it and hopefully resume life eventually back to normal thanks 

• Initial Complaint

  Date:02/01/2024

  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 signed up for there rewards and never gotten the free stuff or any of the stuff I used my points on .I've emailed them over and over and just getting run and run around.they are acting like they don't know what's going on.*** even called them said they would call me back and never did or do it's now almost 2 mo and still no treats or coupons in mail.my info has not changed as I give them all my info .this is a scam big time .

  

  Business Response

  Date: 02/16/2024

  We were able to speak with this consumer and send coupons, as well as the samples she has redeemed.  The sample items will be delivered early next week:  *** Tracking - 1ZX75W480348124110

• Initial Complaint

  Date:01/19/2024

  Type:Sales and Advertising 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.

  Aug 2023- Jan 19, 2024 I've called this company months ago to let them know I had been feeding my dogs and cat the Purina pro plan and chow food which I've lost my Great Dane in September 2023 from complications from the food. I was told by the representative ****** that someone from higher level would call me back or email me within 24- 72 hours which this was never done and I called back Jan 19, 2024 and spoke with ******* the first time and had to end the call for a meeting so called back and spoke with ******** which hung up on me and was rude about the situation both being supervisor! I've purchased over $400 worth of bad products and don't want to use the cat products and large breed dog for that was molded and bad so trashed it and only offered to refund two items which is unacceptable. I don't want to get my attorneys involved and social media being a social media influencer using a different name online to get the ball rolling as I've lost one animal and the other two the frenchie and cat fell ill to these products and Purina doesn't care at all nor calls customers back or just hang up on them. Also I've reached out to them several times and sends me an email after I called that they tried calling me and it was unsuccessful which is a lie! Both Supervisor pulled the gaslighting, manipulation and reverse psychology tactics twice which is also unacceptable. I've lost one animal who's buried in my backyard today and two more that were sick from your products and this is how you treat them!

  

  Business Response

  Date: 01/22/2024

  Hello,

  We spoke with this consumer yesterday regarding his dog's experience.  We address all of his questions and concerns and refunded him for his purchase price.  We're continuing to work with him regarding his additional expenses.  We consider this closed.

  Thanks,

  ***** ******

  Customer Answer

  Date: 01/22/2024

  Complaint: ********
  
  
  
  I am rejecting this response because they lied and didn't refund me anything nor took what I was saying seriously plus the supervisor ******** hung up on me!
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:01/11/2024

  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 been feeding purina pro plan adult large breed chicken and rice to our dog for the last 2 years and he has been loving it until the last few months. He has been slowly rejecting his food until 4 days ago when he completely stopped eating it. He has been regurgitating and vomiting on and off for the last 3 weeks. We took him to the vet and after the exam and blood work they suggested it is his food. We bought a new bag thinking that it would be better. That night after eating his dinner he has been shaking uncontrollably all night and got up 6 times because he had diarrhea. Not to mention he had 2 diarrheas that evening and again the following morning. I have spent $126.46 on 2 bags of food over the last month plus the vet bill. This food is making our dog sick.

  

  Business Response

  Date: 01/16/2024

  Hello,

  We were able to speak with this consumer on 1/13.  We were able to address all of her questions and concerns.  We also refunded her purchase price as requested.  She was appreciative of our call.  Please let us know if you have any questions.

  Thanks,

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

  Customer Answer

  Date: 01/16/2024

  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:12/08/2023

  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.

  Hello my name is ********* and my family and I raise Cane corsos we have been feeding pro plan complete for a few years and are usually very satisfied with it, we recently went to the ******* cave swap meet in Versailles Missouri and there was a vendor there selling various types of pro plan 50lb bags for $75 which is about $10 cheaper than what I normally pay for it and without sales tax this was a great deal so we purchased six bags for $450 thinking I just saved my family a little over $100 I was happy about it until I got it home and got to see inside these bags all of the bags had big clumps of food stuck together with white crystals all over it and they smelled like ammonia. I'm not sure what happened to these bags but none of them are safe to feed to my animals so in fact started out as a huge blessing right before Christmas in fact has actually turned out to be a huge loss $450 is a lot to just loose or be robbed of for any family especially right before Christmas and I still had hungry mouths to feed and 4 kiddos that still believe in Santa Claus I done what my mother would have done robbed Peter to Pay Paul. And I bought the food and we put up the tree and put on the Christmas music and I didn't pay my truck payment with hopes that somehow they'll leave me alone about it long enough to figure out how to fix this. Cuz I absolutely cannot lose my family's only transportation because of some contaminated dog food right before Christmas we just lost my mother in October this will be my kids first Christmas without her my family doesn't deserve another loss right now.Purina is a huge company if there's any way at all that they could even replace the six bags for me I could breathe again knowing I wouldn't have to put what we don't have into feed next month. Then I could make a payment arrangement on the truck and catch up before I lose the stupid thing. So if somebody could help me make sense of this it would make my whole Christmas thank you for your time.

  

  Business Response

  Date: 12/21/2023

  We spoke with this consumer on 11/16/23.  Consumer declined to provide information.  We're willing to continue the conversation.  Our supervisors are available Monday
  through Saturday from 8am to 5pm CT at ***********.

  

  Business Response

  Date: 12/22/2023

  Hello,  we entered the incorrect resolution for this complaint.  We did speak to this consumer on 12/21/23 and addressed their concerns.  

• Initial Complaint

  Date:11/05/2023

  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'm a long time buyer of ***** ***** Cat Food. I'm 54 years old. My cats generally have liked the product especially their Beef ***** in Gavy Grilled can. I noticed about a year ago, the Beef Grilled was no longer a Beef product, didn't smell like beef or have the dark brown color. Seemed like it was their chicken product. I alerted ******** and even opened a can up to show them, and 1st they agreed with me, and they then said the company probably made an error with their labels. I reached out to Purina, they gave me no explanation but sent me some coupons. So that was about a year ago. After that, each month, I was curious and would check to see what was being put in the cans. No change. Their Salmon Grilled used to have a slight pink tone, but now, you guessed it, more like chicken. So today, 11/5/23 I went to ******** *** ********* ******* ******* ********* ** 60153, and bought Grilled Beef, Grilled Salmon, Grilled Turkey, and Grilled Salmon and Shrimp, and the contents are all the same, same looking and smelling (by the way rather awful smelling, like liquid metal. Their chicken always smelled like this and I would never give it to my cats because of the unpleasant smell. I know 100% that the Beef and the Salmon are not beef and salmon. I only reviewed their Grilled cans. Each can is 90 cents. I believe they are putting in cheap chicken. Beef is incredibly expensive these days, just see how much you pay for a hamburger at a good joint these days, $13.00 at Five Guys, $10.00 at Burger King. I'm not concerned about getting money back, I just want to know what is going on. I think the consumers are being ripped off.

  

  Business Response

  Date: 11/07/2023

  We left voicemails for Mr. ********* so we can address their concerns with our ***** ***** on 11/6 & 11/7.  Artificial color was removed, which in turn changed the product's appearance.  Please give us a call and we'd be happy to discuss the changes made as well as send some replacement coupons for your inconvenience.  We can be reached ************, Monday - Saturday, from 8am-5pm CT.  Thank you.

• Initial Complaint

  Date:09/22/2023

  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 purchased the best brand of cat food I could buy but it's still not healthy for my diabetic cat. But diabetic cat was just diagnosed. I have to give insulin twice a day I have to get on a diabetic food which I have to give up the regular wet food that said to call. For a refund phone several times and people with very heavy accents answered and didn't know what to do with her told me I should go to the Goodwill and why would. Purina customer service refused to help me and I don't understand why these people whoever they were were very difficult to deal with

  

  Business Response

  Date: 09/26/2023

  We reached out to this consumer via phone and left a voicemail today.  We also sent an email requesting they reach out to us so we can address their concerns.  Our team is available at ************, Monday - Saturday, from 8am-5pm CT. 

• Initial Complaint

  Date:09/12/2023

  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.

  The dog food was nasty. Moldy and maggots

  

  Business Response

  Date: 09/28/2023

  We spoke with Ms. ****** on 9/12, 9/13 and 9/18 regarding her concerns.  We had product shipped to her directly, and it was delivered on 9/23.  We called to confirm it was received, but had to leave a voicemail.