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

  
• 

  Nestle Purina PetCare Co

  1400 S Highway Dr Fenton, MO 63026-2281

  
• 

  Nestle Purina PetCare Co

  2555 North Partnership Boulevard Springfield, MO 65803

  
• 

  Purina Dog and Cat Food

  PO Box 2530 Largo, FL 33779-2530

• 

  Nestle Purina Petcare

  11016 Rushmore Dr Charlotte, NC 28277-3474

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:04/04/2023

  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.

  In regards to their marketing emails, I have unsubscribed several times(at least 6 times) from Purina’s marketing emails. In addition, I have also contact them directly through their Twitter page several times and have asked them repeatedly to remove my email from their marketing emails. Despite them confirming that I will no longer receive marketing emails more than once, I am constantly bombarded with marketing emails from Purina. My email was sold to Purina, without my consent, by a company called Adopt A Pet. The email is ***************************

  

  Business Response

  Date: 04/24/2023

  We have initiated a delete my information request for both email addresses.  Once the email addresses are verified we can proceed with deletion.  

• Initial Complaint

  Date:03/28/2023

  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 adopted 2 severely malnourished dogs which I inquired from a neglect/court case. My vet recommended purina 30/20 pro plan performance. These dogs had been vetted including blood work, all shots, all testing the day I took them in. Yesterday I noticed something was severely wrong. They have vitamin d toxicity due to your dog food! I’m beyond livid as I had to rush them 2 hours away for immediate care and they were fine prior to starting this food. I want their vet bills paid for! I’ve also been told this is definitely not the first case!

  

  Business Response

  Date: 03/28/2023

  Thank you for bringing these concerns to our attention.   We are pet owner and pet lovers too and care deeply about the quality and safety of our products.  We're very sorry to learn of this situation and we will call Ms. ***** on Wednesday, March 29th to discuss with her directly.   Thank you again.

  Customer Answer

  Date: 03/29/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:I would like to keep things in writing incase this is not resolved. I’m asking for compensation in the amount of $2,596.00. Attached is the vet bill 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:03/14/2023

  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.

  My dogs loves beggin treats, we bought 2 of the bacon 1.13 kg for 17.97 each from ******* about 2 weeks ago. (*** is ********** , best before is apr 2024 **** **** **** ***), left them in the kitchen pantry until we opened the 1st one yesterday. notice the strong funky smell right away. it was strong i didn't know if it's in the packaging or the treats itself. the treats' texture was off, it was very hard even though stored in room temp. tried to give it to my dog but he won't eat it. tried to open the other one but there were still a smell. so disappointing

  

  Business Response

  Date: 03/16/2023

  Hello,

   

  We tried calling the number listed in the complaint, however when a person answered, they shared we had the wrong number.  We're sending the consumer an email asking her to confirm her phone number and to ask for a good time to call.  

   

  We're hoping to connect with her once she replies.

   

  Thanks,

  ***** ******

  Customer Answer

  Date: 03/17/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  please email me with questions. i am not comfortable answering in the phone
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 03/28/2023

  Regarding this complaint from Canada, we were able to resolve Ms. ******* on March 27^th.   We are in the process of sending a refund check to her address.  

• Initial Complaint

  Date:02/22/2023

  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.

  The last 2 Purina dog food products I’ve purchased have made my dogs very sick.
  I found moldy moist clumps in the bag.
  I’ve used these products for my dogs for 40+ years without any problems.
  What is going on??? :(

  

  Business Response

  Date: 03/20/2023

  Hello,

  We called and spoke with the consumer on 2/23 to discuss her concerns with her recent purchase.  We explained how this isn't something typical nor is it something we'd expect to find.  We offered to replace or refund her purchase and she declined.  We asked that she reach out to us if she has any additional questions or concerns.

  Thanks,

  ***** ******

• Initial Complaint

  Date:02/20/2023

  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.

  We had some plastic in a bag of dog food. I have 12 Brittany’s and they all got sick they were on Purina pro plan, chicken and rice. They had the diarrhea and were throwing up. It took me three weeks to get all that cleared up. We almost lost a couple dogs. We have been in contact with them and their insurance company and we cannot come to an agreement. We send all our bills in that records, etc. there was plastic in the dog food like somebody wittled some plastic in it, we sent it in to the company and they came up with a conclusion that we opened the bag and put plastic in it. they’re offering us $500 and I have more vet bills and medicine over and above that including chicken and rice, paper toweling and everything I needed to get my dogs healthy I just talked to them the insurance company called ******* and the guy won’t budge they’re not even going to cover our costs. Their comment was I only took three dogs to do the vet. Well I only took three dogs to the vet because I got enough medicine for 12 dogs plus having a kennel of 12 dogs I have medicine on hand here. we have been dealing with this company and have been using their food for over 20 years. We get 6 bags a month which is over $350 a month just in dog food. this is a slap in the face that they don’t back their product. They were accusing me of putting the plastic in the bag myself getting my dogs sick, this whole thing is a slap in the face. They didn’t even look at the sample they eyeballed it was his comment. If you take the sample and put it in your hands, you can clearly see it was plastic like somebody wittled it in there maybe from a machine but they’re not taking responsibility. That’s why I’m upset . We have sent them numerous vet bills and receipts already.

  

  Business Response

  Date: 02/24/2023

  Hello,

  Please know that we're aware of the
  concerns shared and we’ve escalated the *******’s ongoing concerns to our
  claims administrator for review and handling.

  Thank you,

  ***** ******

  

  Business Response

  Date: 03/28/2023

  While our Claims Administrator, ******** ***, was working with Ms. ******* regarding her concerns.   We will ask ******** to follow up with Ms. ******* again.

   

  We will advise with an update as soon as possible.

   

  Thank you,
  *****

• Initial Complaint

  Date:01/12/2023

  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 purchased Purina One Smartblend chicken/rice 31.1 lb bag from premier pet supply for $43.99 on 11/12/2022, midway through the bag we discovered maggots, mold, and bugs. The way we discovered this was maggots in our dogs food bag around meal time. The store was at **** ******* **** ***** **** *********** ** ***** *************

  

  Business Response

  Date: 02/06/2023

  Hello,

  The consumer also reached out to us on 1/6 regarding this same issue.  We handled her concern and addressed her questions.  We also reimbursed her for her purchase.  Since receiving this message, we reached back out to her today to see if she had any additional questions or concerns.  We weren't able to reach her and left a message asking that she call us back at her earliest convenience.  We consider this closed.

  Thanks,

  ***** ******

• Initial Complaint

  Date:01/10/2023

  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 bought a 34 lb of purina pro plan senior dog food i keep the bag inside and clipped closed..a couple weeks later i put some food in a plate and there were webs and worms in the food. i called purina and they sent 2 coupons for 2 free bags of purina pro plan. i bought a 34 lb bag of purina pro plan with one of the coupons it too is filled with worms and moths even though i have kept in sealed container. i do NOT want anymore coupons in fact i will return the other coupon because i will NEVER get this kind of dog food again

  

  Business Response

  Date: 01/10/2023

  Hello,

   

  We've called the consumer, however, they didn't answer and their voicemail box was full.  We've sent an email to this consumer asking her to contact us at their convenience so that we can resolve this issue.

  Thanks,

  ***** ******

• Initial Complaint

  Date:11/18/2022

  Type:Billing 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 had previously had an autoship set up but it wasnt working well so I canceled it (4 November) before I placed a new order. A few days later (8 November) I got an email saying payment declined. I had removed all money from account used because I had been charged multiple times for one bag of food and was tired of the money being held up until they released it. I went in and saw it was for he auto shipment I had canceled on 4 November. I contacted them telling them this is an error because I no longer have an auto ship order. They responded (11 November) it was still active and suggested I log in and cancel it. I went in and canceled it again. 14 November I received an email that my order had been received. I immediately email them and said to cancel the order and said I have canceled this autoship twice now. No response. I email them again (15 November). 16 November I get an email that the order shipped. THEN I get a response after its already shipped, saying sorry its shipped. Its pretty shady to have so much correspondence about one issue and have the issue still continue to happen then conveniently get an answer after theres nothing that can be done because its shipped. Sadly Im not the first or only person theyre doing this to

  

  Business Response

  Date: 11/18/2022

  A voicemail was left, as well as an email sent, confirming all auto-shipments have been cancelled. A refund has been processed for the two orders that shipped this month.  

  Customer Answer

  Date: 11/18/2022

  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:11/18/2022

  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 buy the Purina one plus for my large Cane Corso. The bag I bought had about 1/3 of the bag was nothing but crushed dog food. There was nothing but dust like filling. The dog food is way too high to be paying for food that is crushed and looks like dust.

  

  Business Response

  Date: 11/22/2022

  We've attempted to contact by phone and email on 11/18, as well as 11/22.  Please contact us directly so we can address your concerns.  We can be reached at ************ and provide reference number ********.  Thank you. 

• Initial Complaint

  Date:11/14/2022

  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.

  I placed an order for prescription pet food on Nov. 3 2022 with Purina. On Friday Nov. 4 2022 Purina sent an email letting me know the food had shipped and provided me with tracking. Normally Purina sends **** but the past two orders they have used Lone Star Overnight, unfortunately. My first Lone Star Overnight shipment was marked as delivered but product never received, Purina replaced via **** This most recent order has been marked as Out for Delivery a few times, mere miles from my home, but no delivery has been made. Now I get to TRY and locate my dog's prescription food locally (not an easy task and will involve me having to pay for a physical exam since it is a prescription product) as he is almost out since Lone Star Overnight is unable to drive a few miles in a weeks time. I have zero faith this food will ever arrive since my last shipment involving Lone Star Overnight never arrived.

  

  Business Response

  Date: 11/14/2022

  Good evening,

  Thank you for sharing these concerns with us.  We're very sorry to learn of this situation and one of our team members spoke with ************** earlier today.   We learned that her shipment, while delayed, did arrive on Monday, 11/14 and we refunded ************** for the food ordered to apologize for the delay.  We welcome additional questions or concerns from ************** via our toll-free number of **************.  Her comments regarding LSO will be shared with our team. 
  

  Thank you again, 

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

  Purina, Consumer Services 

   

  Customer Answer

  Date: 11/16/2022

  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.

  I am not sure how the complaint was made to Purina, it was an issue with Lone Star Overnight.  Maybe I did something wrong?
  
  Sincerely,
  
  *******************