Complaints
This profile includes complaints for Nestle Purina PetCare Co's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 68 total complaints in the last 3 years.
- 26 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:11/13/2022
Type: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 litter box nightmare started with the Purina Tidy Cats litter box. We’ve had the litter box for 3 months now, he’s got 4 accidents outside the litter box already. We’ve never had this issue with the traditional litter box before. He would not pee in the litter box, so I thought he had UTI. We took him to the vet because of this. after running the test, the vet told us there’s nothing wrong with the cat he probably just didn’t like the litter box. The vet bill was $352 and my insurance covered $209.60. I’m asking to have Purina reimburse the $142 vet bill along with the $77 cost of the litter box per Purina satisfaction guarantee.
Business Response
Date: 11/14/2022
We spoke to this consumer today, 11/14/22 and addressed their concerns. We are mailing a refund as requested.Initial Complaint
Date:10/11/2022
Type: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.
They repeatedly and without my authorization “Auto Ship” a product I DID NOT ask nor authorize for auto ship. I have emails proving this? They have NO ONE answering their 800 number. I have spent HOURS waiting on hold for no one?? I have cancelled my credit card and they still shipped it to me? This fraud has to stop. The most recent fraudulent shipment was order **************Business Response
Date: 10/17/2022
Dear BBB,
We apologize for the delay in
acknowledging the complaint from *** ********* A member of
our leadership team spoke with *** ******** on Friday, October 14th and we have confirmed her auto-subscription is cancelled. Additionally,
we are in the process of issuing a refund for the product received. While
we believe this situation has been resolved, if *** ******** has additional
concerns, please ask her to reply to the email sent on Friday, October 14th or please call us at 833-241-9665,
Monday - Saturday, 8am – 5pm CST.
Thank you,
***** *****
Manager, Consumer ServicesInitial Complaint
Date:09/08/2022
Type: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 beginning of September 2022, I bought the usual 40 can box of Purina FRISKIES TURCHICKEN from the Wal-Mart in Middletown, OH; which our cats normally eat with no problems digging into the can meals we serve to them; them being anxious to eat with no problems.
This time with case marked Best Before May 2024 with these numbers 2145 1789 15:46 L28 2221 (Manufactured by Nestle Purina Petcare Company, St Louis, MO 63164 USA) . Upon feeding our two cats, ***** and ***** on September 5th and 6th during morning and evening feedings that cats were not wanting to eat the food: a definite difference to their normal behavior towards the Purina Friskies TURCHICKEN. September 7th, 2022, from that same case, ***** became almost non-responsive after eating curling up into a ball and hardly moving. My wife stated to me, “I think ***** is dying!” Our other cat was responsive, but my wife commented, “***** has been acting as if he were drugged, with stumbling movements unlike him. After a few hours went by, we decided to boil some chicken legs, chopped up fine adding rice and chicken broth and put a stop. Today I went to ******** and bought Purina Oceans of delight 40 can box costing me $33.16.
There has obviously been some type of harmful drugs placed into the cat food effecting two cats, one we thought was going to die. ***** still isn’t herself staying curled up, but she is not as lethargic as she was on September 7th.
I request an investigation into what has just been recently added to Purina Friskies TURCHICKEN. (Manufactured by Nestle Purina Petcare Company, St Louis, MO 63164 USA of CT Corporation System of the CSC Corporation). ***** ** *** **** ******** **** ******* ****** ** ** * **** ** *** ******* ***** *** *** *** ** ***** **** *** ***** ** ****** ****** ****** **** ****** *** ****** ***** *****. Read more at http://tiny.cc/flightless-vets ]
I would like to be assured safe food for my cats and not being charged CSC Monopoly prices. Return $33.16.Business Response
Date: 10/04/2022
We called and left voicemails to discuss their concerns on 9/9 & 9/19. Voicemails were left and emails were sent asking them to contact us back so we can resolve their concerns. We can be reached at 855-744-1216, Monday - Saturday, from 8am-5pm CT.Initial Complaint
Date:07/29/2022
Type: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.
5/18/2022 My dog ****** became Ill after eating a small amount of Purina Bacon and Cheese Beggin Strips. ****** saw her regular veterinarian that day. Diagnostics were performed to rule out other injury/illness. She was diagnosed with severe gastroenteritis. Outpatient treatment was administered, but after several days of no improvement, she was hospitalized overnight on 5/21/2022 undergoing pain management and fluid therapy. Upon complete recovery of this illness, I spent a total of $1459.94. I reached out to Purina via the web and received a case number to submit my invoices with. A gentleman called me and told me I would be reimbursed for the vet bills with proof of invoices. After over 30 days with no response to my invoices, I called today for an update. I was told they would send my case over to Sedgwick. I am a pet care professional, and I feed my pets Purina products. I work with pet parents every day. I will no longer promote this company if speedy response as promised doesnt occur. I would like reimbursement for my vet bills as promised.Business Response
Date: 07/30/2022
Dear BBB,
Thank you for sharing ********************** concerns with us. We're very sorry to learn about ******** illness and we hope ****** is feeling better. My apologies for any frustrations we have caused during our conversations with ******************, including my team not being clear that Sedgwick is our third party claims administrator who handles requests of veterinary **** payment.Regarding next steps, we will ensure ****************** receives follow up from our Sedgwick team on Monday, August 1, 2022. Additionally, we will review the handling of ********************** interactions with our Care team and address any gaps with the handling of her concerns.
Thank you again,
*****Customer Answer
Date: 08/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.I am in communications with Sedgwick, and just submitted my proof of the veterinary care. I hope for a speedy resolution in this case
Sincerely,
*************************
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