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:09/08/2023

  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.

  At the end of June, I uploaded my receipt to the my Purina app. I was informed that it would take 10 to 14 business days to be reviewed. After that time, the points for the purchase would be added to my account. I waited for two weeks and the points for the purchase weren't added. I've checked every day since then for the last two months. The points still have yet to be added to my rewards account.

  

  Business Response

  Date: 09/28/2023

  We reviewed Mr. *******'s account and credited the missing points, as well as some additional points for the inconvenience.  Points will show as a separate transaction.  We left a voicemail detailing these actions as well as sent an email on 9/28/23.  If we can be of further assistance, please let us know.

• Initial Complaint

  Date:08/28/2023

  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.

  Our dog has been on Purina Proplan for almost 3 years- since birth. However, in the last 2.5 months, she developed extreme gastric issues. Loose stools, diarrhea, blood, vomiting, and upset stomach. 3 vet appointments later, stool gardeners, nausea meds, and 14 days of antibiotics- negative for giardia and other bacterial that are picked up at daycares etc. we have now switched to a prescription food and immediately better. When searching online especially Facebook forums and questions- hundreds of people are commenting this WEEK about same symptoms. Our dog was on Purina Proplan sensitive- Salmon, and Proplan- shredded chicken.

  

  Business Response

  Date: 09/06/2023

  Hello,

  We were able to reach the consumer on 8/30, however, they were unable to speak with us and shared that they would reach back out to us when it's convenient for them.  We've yet to hear back from them at this point.  We've considered this to be handled.

  Thanks,

  ***** ******

• Initial Complaint

  Date:08/03/2023

  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.

  Customer service representative named ******* put me on hold for all these minutes... I have taken a screenshot of my phone with all the minutes I had to wait I can't imagine what somebody was doing all this time. Never came back on the line told me she was working on my problem! My time is precious to me I am a nurse and I work swing shift. Purina certainly has gone downhill over the years. I mentioned the product did not work for allergies scratching in the like and that prescribed different product. She said she would come back and send me a refund or give me a coupon for the veterinary product and she never came back with the refund or Veterinary product coupon. At this point I would just like a refund and I will buy my Veterinary product from my vet. Thank you I called back and the whole time was so atrocious I hung up again.

  

  Business Response

  Date: 08/09/2023

  Dear BBB,

  While we are very sorry to learn of these concerns, when reviewing our files, we do not have record of this consumer contacting us with this address or contact information.  We are happy to address these concerns if the consumer would like to call us at ************.  Thank you.

  Sincerely,

  ***** 

   

  Customer Answer

  Date: 08/14/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: spoke to ****** ,would not assist. Refund please
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 08/14/2023

  Dear BBB,

  We are very happy to help ***** ******, we ask that Konny please contact our office to speak with one of our Supervisors directly for assistance.  This is the toll-free number to reach our Supervisors. We're ready to help. 

  Thank you,

  ***** 

  Customer Answer

  Date: 08/17/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: you didn't finish your letter because you did not provide the phone number to a supervisor. It is the same phone number I called in your response the first time. Nobody knew what I was talking about and they would not listen to me they were belligerent and pig-headed. I don't understand your company it says there's a guarantee on the side of the bag we have moved on to a prescription ZD diet and I want the money back for the dog food which is quite simply said. I found the number the guy was just impossible to deal with and told me he wouldn't help me without a case number. I am out $89 for a dog food that did not work. Just send me my money back I'll be very happy
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  Konny Marlin

  

  Business Response

  Date: 08/18/2023

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

  Customer Answer

  Date: 03/01/2024

  My name is *******************. Please reopen my complaint against ugly Purina. They stopped communicating. They informed me to call a special 855 number. I called this number and was met with inappropriate customer service from one idiot by the name of *** and another woman idiot. What is the sense of calling this number if I am met with ugliness? My case number is **********. I want my money return to me for the benefit the 42 LB of moldy food or I want a coupon for another bag. If Purina does not assist I am going to assume everything I have read on ****** is true and that they are headed for major lawsuits with not only their pro plan but many of their foods. It was on the news tonight how Purina is being sued for killing dogs. Is this why they will not refund my $48? Shame on this ugly company. I want this address and I want it dressed humanely I will not be treated like this from any person from Purina. They can give me a new case number and tell me to call another phone number whatever they want but this will stop here or I'm going to join in the lawsuit against Purina.

  

  Business Response

  Date: 03/01/2024

  Hello,

  We've spoken with this consumer regarding this complaint.  She was very combative with our team.  She requested a refund for her product purchased.  We requested the required items needed for reimbursement as per the guarantee on our package (cut out the Best If Used By date box from the bag along with the receipt with the original price circled that shows it was purchased within the past 60 days).  The consumer shared with us that they no longer have the package nor the receipt.  We're considering this one closed.

  Thanks,

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

  Customer Answer

  Date: 07/18/2024

  7/1/2024 Called and left message for consumer. The out going message had a different name than the name on the complaint. Provided my name, direct dial number and request for call back.

  
  

  Customer Answer

  Date: 07/18/2024

  7/8/2024 PE Left msg and asked for a return call. Outgoing message has a different name than the complaint. Asked for a call back and clarification.

  
  

  Customer Answer

  Date: 07/18/2024

  7/10/2024 PE Sent email to the address for the consumer in the complaint record. Asked for a response.

  
  

  Customer Answer

  Date: 07/18/2024

  7/17/2024 PE Called number on the record and left message.

  
  

• Initial Complaint

  Date:08/01/2023

  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.

  This company has failed to adhere to their SLA in getting my dog his food sent. I believe this was done on purpose. They keep saying the order has shipped but it says “processing”. They have taken my money and holding the dog food. I have been disconnected and hung up on several times.

  

  Business Response

  Date: 08/01/2023

  Dear BBB,
  
  We apologize for the delay in
  acknowledging the complaint from *** *********  A member of our leadership
  team spoke with *** ******** on August 1 in the morning, and we confirmed his order was released and will ship later that day. While a tracking number wasn't available at the time, we emailed *** ******** the tracking number for his order at 6p.m. on August 1, so he is aware of the status - FEDEX - *************   Additionally, we also overnighted him a free bag of food in case his order is delayed. We plan to call *** ******** on August 2 to confirm he received the overnighted food and our email providing the tracking number for his order.  While we believe this
  situation has been resolved, if *** ******** has additional concerns, please
  ask him to reply to the email sent on Tuesday, August 1 or please call us at
  1-
  800-473-8546, Monday - Saturday, 8am – 5pm CST.  
  
  Thank you,
  ***** *****
  Manager, Consumer Services

  Customer Answer

  Date: 08/30/2023

  The code Purina provided me does not work. I feel like they are continuing to lie to me. I'm very displeased with this company. 

  

  Business Response

  Date: 09/29/2023

  Dear BBB,

  We are happy to post the following and/or speak with *** ******** directly.  We're happy to send food to him, and we just need a physical address.

  We apologize for the delay in responding.  We are very sorry to learn of these continued concerns and would appreciate the opportunity to make this right from *** *********  Our Supervisors are ready to help and we ask that *** ******** call us **************, 8am – 5pm CST, Monday – Sunday.  Or, we can call *** ******** at a date/time that works best for him.  Thank you. 

  Thank you,

  ***** 

• Initial Complaint

  Date:07/24/2023

  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.

  We feed our two dogs the purina dog food with the cheese and beef. Last time we purchased this product, the contents were small and round and all brown. We did not keep the box, but it was correct on the picture for our usual purchase. We purchased another box of 12, and the contents were all just beef, no cheese. We have not tried to feed the dogs the first incorrect batch yes, but hopefully they will be okay with it. Obviously, there was a big problem with packaging recently, and we ended up with the incorrect food two times that were pictured as the one we buy. We purchased these at ******* ** **** * ******** ** *********

  

  Business Response

  Date: 07/25/2023

  We were able to speak to this consumer today and resolved their concerns.  Product replacement was offered and accepted.

• Initial Complaint

  Date:07/20/2023

  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 have called chewy and have spoke with them but this issue with bad contaminated cans bent cans no resolve as of yet but also spoke with Purina have to try and get all receipts that is what they wanted this all just started a few months ago constant back and forth and cannot load the pictures i have taken the computer i am using is not letting it all through and the cost is around 400 dollars between *** ***** ***** and purina but only ordered 2 times from pet smart never had this issue at all but someone is not checking the assembly line at all at Purina and it is distributed throughout the united states i wonder who else complained also purina stated that they would send 2 coupons worth more then that since their prices jumped from 20 dollars a 40 pack to 30 dollars a pack

  

  Business Response

  Date: 08/09/2023

  Dear BBB,

  We're very sorry to learn of these concerns.  We will contact Ms. ********* directly to listen and address her concerns. 

  Thank you,

  *****

  

  Business Response

  Date: 08/11/2023

  We received a letter from this consumer on 8/7 and a refund check for $193.44 was mailed on 8/9.

• Initial Complaint

  Date:06/08/2023

  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.

  My dogs religiously ate Purina ONE +Plus Vibrant Maturity Senior Dog Food for over one year and enjoyed it. Last month we went to our regular retailer and bout a new bag but both dogs refused it. Thinking it could be stale we exchanged it for a new bag, same reaction. We then went to another retailer for another bag and the dogs refused it again, $100 in dog food later I reached out to Purina to learn they "While we have made changes to the product, we would not expect your pet to refuse to eat the new product. There has been a slight ingredient realignment, and the caramel color was changed to vegetable juice color." They then proceeded to tell me how I should mix the old and new food, basically explaining how I should force my dogs to eat food they don't like.I was asked the retailer, name and address, and told to send the manufacturer code and UPC. Expecting some reparation for the time and money spent, I jumped through the hoops, only to be told to expect some coupons in the mail and sorry for the trouble.What a disgrace, I expected better from such a reputable company

  

  Business Response

  Date: 06/12/2023

  Hello,

  We were able to speak with ********************************* this past Friday.  We were able to address her questions and concerns.  We've since mailed the desired replacement coupons and consider this closed.

  Thanks,

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

  Customer Answer

  Date: 06/12/2023

  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:06/01/2023

  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.

  Please help me get my $79.74 back from Nestle purina my money is not in the state of New Jersey this is not correct. Nestlé lied and said they had a bad address for me when my address was okay and I corrected the address in time. I have called The senator and the assemblyman and no one is able to find my money in the state of New Jersey please help me get my $79.74 returned. I am 76 years old I should not have to go through this. If Nestle purina does not want to give me my money at least send me coupons to make up the money which I can use for my new dog food. I want a high-end version of dog food. This $79.74 was a refund due to a recall of dangerous dog food of Purina that almost killed my dog. Purina owes me at least two bags of dog food we won't even talk about the veterinary bill. No one in New Jersey in the state can find my $79.74. please help me get this returned. I have spoken to a very rude person by the name of Jody over and over again who will not help. Thank you Bob

  

  Business Response

  Date: 06/17/2023

  Dear BBB, 

  Thank you for sharing these concerns with us and our apologies for the delay.  We would appreciate the opportunity to clarify this situation, including the address and contact information with Mr. *******.   At this time, we have no information on file regarding these concerns and the address provided isn't a complete address to send a refund.   We will follow up with Mr. ******* and encourage Mr. ******* to do the same via our toll-free number of ###-###-####.  \

  We welcome additional questions as well.

  Thank you,

  *****

  Customer Answer

  Date: 06/19/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: Purina has my full address. They are lying again. I will not call the toll free number and speak to a foreign country that answers the phone for purina, speaks broken English and seems bias towards Americans needless to say they have no idea what I am speaking about. This was a refund that transpired 2 years ago that I never received. The check was returned to Nestle purina I want my check returned to me.. Purina has always had a good address for me. This is a very poorly run dog food company and I want them out of my hair and I want my refund check which was mailed to me in 2020 and returned because Purina had a bad address, returned to me I will not attempt to fish my money out of the state of New Jersey pocketbook in the unclaimed property division out of Purina's stupidity. I am on a Purina prescription right now for my dog. I cannot believe that Purina would encourage anybody to call their toll free number when they answer in Belize and are very rude to consumers. I would like to move this up the Purina chain to a higher up in order to get this taken care of please. Thank you
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  *** *******

  

  Business Response

  Date: 06/20/2023

  Dear BBB,

  Thank you for your message.  We will send a refund to Mr. ******* at the address provided within this notification. 

  We will send via UPS on Wednesday, June 21st for delivery on Thursday, June 22nd with signature required.

  Thank you,

  *****

  

  Business Response

  Date: 06/21/2023

  Dear BBB,

  Here is the UPS tracking number for the overnight mailer sent on Wednesday, June 21st - ******************. Per this link, UPS is stating the mailer will arrive on Thursday, June 22nd at 10:30am - Tracking | UPS - United States Postal Service. 

  Thank you,

  *****

   

• Initial Complaint

  Date:04/27/2023

  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 had typed this out once and lost it so apologize if this is a duplicate
  I don't have the exact dates but in the past 30days I have purchased 2 16.5 lb bags ( approx 2 weeks apart) of Purina one.lamb and rice dog food. It contained pieces of moldy dog food through out the bags. At 1st I didn't see it. The pieces look like they had been wet and dried. And were larger in size and misshapen. I purchased them at Walmart. My dog has allergies and this is the only dog food that hadn't been problematic. I have been buying it there for the past 4yrs. Was not able to return it due to the bag had been opened( wlamart was less then helpful by the way) Initially I didn't realize it was moldy because it's mixed in with regular pieces and I fed it to my dog and it made her really sick. The 1st bag I figured somehow it was a one off. I have been buying this for 4yrs so was really surprised to find the same issue in the 2nd bag. Your site listed a number for Purina *** *** **** but I guess it.must be a recording because she wouldn't stop trying to sell me.what sounded like something to attach to the collar and when I said no thanks I wanted to speak wirh someone the person (Jessica was who she said she was when the person/recording started) I tried but didn't get any response
  My dog got sick and I'm currently giving her medication to stop the itching. 2 bags two weeks apart is a problem. I would like to be told they rectified the issiue and replace the dog food.. As I stated thats been the only food shes been able to have. If they havent fixed the issue they were apprx 30. A bag .Thanks ****

  

  Business Response

  Date: 05/01/2023

  Hello,

  We've called the consumer twice and were unable to reach them either time.  We've left a voicemail and sent them an email asking them to reach out to us at their convenience.

  Thanks,

  ***** ******

• Initial Complaint

  Date:04/27/2023

  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.

  All 3 of my dogs became deathly ill after eating Purina Pro Plan Complete Essentials Shredded blend Salmon and Rice purchased 4/10/23, received 4/12/23, opened 4/19/23
  Symptoms are indicative of Vitamin D toxicity.
  
  This is the complaint and notification to the FDA for pet food issues sent today.
  
  Date problem started 04/21/2023
  Date of recovery PENDING
  Describe what happened: Dog 1 (Nova) became very ill April 21st and required emergency veterinary care including hospital admission. Symptoms included: high fever, diarrhea with blood (turning to just blood), vomiting, dehydration, lethargy, unstable on feet. Nova was admitted the evening of the 21st, discharged the 22nd, and required follow up care again on the 24th. Treatments included subcutaneous and IV fluids, IV anti-nausea, anti diarrhea, and antibiotic medications. Rx GI dog food. Two types of ulcer protection medications. Diarrhea has continued for 5 days.
  Other two dogs become ill after being exposed to the dry food again on 4/24/23, with dog #2 (*****) becoming ill with the same symptoms 4/25/23 in the morning and dog #3 (*****) becoming ill overnight of the 25th also. Same symptoms as Nova with fever, diarrhea, vomiting, lethargy, etc. Treatments for ***** and ***** were similar including subcutaneous and IV fluids, anti nausea meds, anti diarrhea meds, and antibiotics. All three dogs have had fecal and blood work done, some are outstanding. ***** has elevated liver values. No parasites or other explanations have been found to date in current processed fecal and blood panels. Total veterinary expenses have totalled approximately $4800 not including cleaning products, disposable pet mats, etc. More care is likely and Rx dog food is recommended for at least another week. Total care since 4/21/23 will exceed $5000
  Was a veterinarian consulted? Yes
  Outcome to date: Stable

  

  Business Response

  Date: 04/28/2023

  Hello,

  We were able to speak with the consumer on 4/27 and better understand their dogs experience.  We were able to address all of their questions and concerns and are continuing to work with them regarding this issue and the bills incurred.  They were appreciative of our call.

  Thanks,

  ***** ******

   

  Customer Answer

  Date: 04/28/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: we have not yet discussed or come to an agreement regarding the charges incurred due to the food. While I do appreciate the rapid response and kind discussion I had with the representative, we have not come to an agreement regarding reimbursement. I am rejecting the response until I have written agreement for reimbursement of all charges incurred

  Vet bills and medications: $4277

  Follow up care and labs for *****: $250+

  Special Rx food for 2+ weeks: approx $200

  Gas charges: approx $100
  

  Cleaning supplies and ruined dog and household items due to uncontrollably vomiting/bloody diarrhea: approx $200

  Husband lost wages having to leave work early to support emergency dog care 4/25/23: 3 hours x $55 = $165

  
  Thank you.
  
  
  
  Sincerely,
  
  
  ********* ******