Complaints

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:03/10/2025

  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.

  Purchased what I believe was a one time purchase for dog food and was shocked to see a second order show up on my doorstep whichI never saw a trial and its not visible on the website at least not to this consumer. Its very expensive and was charged another over $200for a second Shipment and their policy is no returns whatsoever.

  Business Response

  Date: 03/12/2025

  I apologize for any confusion during the sign up and checkout process. We do include multiple disclaimers on the site and check out page that explain we're a subscription based service and that by signing up you're agreeing to automatic recurring shipments. I've included an example of that check out screen for your reference. As my team explained during your correspondence with us, we do not accept returns or exchanges due to the nature of our fresh food product. As a courtesy, my team has processed a refund for 50% of your order ($132.06) which was fulfilled and delivered Thursday March 6th. You were instructed to either keep the food at half cost or donate it to a local shelter if you're unable to use it. 
  
  We do our best to communicate regarding your account status and upcoming shipment schedule. An email reminder is sent 3 days prior to your order processing date (you should have received this February 26th). You can also view, manage, or cancel your subscription at any time by logging into your customer portal. The deadline to make any changes to your order or stop shipment was February 28th, at 5p EST. 

• Initial Complaint

  Date:03/05/2025

  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 12/05/2024 a charge of $403.86 was placed on my credit card from Spot and Tango. I had tried the food for my dogs. Spot and Tango guaranteed that my dogs would enjoy the food. The companys marketing convinced me to try the food to see if it would be a good fit for my 2 dogs. My dogs did not like the food at all. Also. The food made my dogs vomit and it gave them diarrhea. I followed the instructions that came with the food to give it the best chance. After many failed attempts I set my mind to cancel the subscription. Now, to my surprise there was already a change on my credit card. When I noticed the charge I sought to reach out to Spot and Tango to cancel my subscription and my order. The order had not been shipped yet and I did not see any emails reminding me I could cancel my subscription. I was requesting a full refund because my dogs did not like the food and I had not received the food or any products. At first I called Spot and Tango to cancel and to request a refund. The company advised me on how to cancel the subscription, but when it came to the refund they denied it. After arguing and letting them know my dogs did not like the food the agent that was spoken to stated that they would refund me half. I did not agree to the refund and requested that they give me back the full $403.86. My argument was that my dogs would not eat the food which was the opposite of what was advertised, so why should I pay at all especially if the products have not been sent. At this time I am requesting a full refund. I have not received the products and when I tracked them they were returned to the sender. It is not right for me to pay for the products since one, the product did not fulfill what was advertised and two, I have not received them.

  Business Response

  Date: 03/07/2025

  I apologize for any confusion during the sign up and checkout process. We do include multiple disclaimers on the site and check out page that explain we're a subscription based service and that by signing up you're agreeing to automatic recurring shipments. I've included an example of that check out screen for your reference. As our team explained in your correspondence, we're unable to accept returns or exchanges due to the nature of our fresh food product. 

  As a courtesy, you were refunded for 50% of your order with instruction to keep the food at half cost or donate it to a local animal shelter. Based on the tracking information, it appears the shipment was refused by the recipient. 

  Customer Answer

  Date: 03/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This does not resolve my issue. I want a full refund for the products that I did not receive. I understand that I was given a 50% credit but I did not agree to the credit I said that I wanted a full refund. Now even if I was to have gotten the product there was nothing  I could do with it. My dogs were being hurt by this product. I think that the just thing would be to get my money back since I did not get the product and the product was not good to my dog like what was promised in your advertising. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* ******
  
  
  
  
   
  

  Business Response

  Date: 05/14/2025

  A refund for the remaining amount has been processed as a measure of good faith despite the bank closing the dispute on the payment in favor of the business. 

• Initial Complaint

  Date:05/20/2024

  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.

  I have a puppy that is a picky eater so i've been trying different dog foods. This company has a sample bag so I got it. Two weeks later a $84. charge appeared on my bank account. I am on a fixed income and contacted the comany to return the food that I don't even have yet. They are giving me back 50% and I can't afford to pay $42 for food he won't eat. I didn't read the fine print as everyother company gives you a full rfund if I donate to food to a shelter. I need all my money back. Can you help me.

  Business Response

  Date: 05/20/2024

  Thank you for taking the time to provide feedback on your experience. I apologize for any confusion during the sign up and checkout process. Spot & Tango is a subscription based service and we do highlight that in multiple places. I've included an example of our checkout screen for reference. There are 2 locations on this page alone that disclose you're signing up for a subscription service by purchasing a trial of Spot & Tango.

  An email reminder is also send 3 days prior to your order processing date. During your phone call with our customer service team you disclosed that you did receive that email. At this time your account has been canceled per your request and as a courtesy we've refunded you 50% of your order. The shipment will still be delivered (at half cost) as we're unable to cancel it and we do not accept returns. If your pup doesn't like the food we just ask that you donate it to your local animal shelter or rescue.

• Initial Complaint

  Date:02/13/2024

  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.

  Spot and Tango is scamming people. I did not sign up for an account! I do not have an account! Like countless others they put me on autoship for an account that I dont have access to. They auto shipped both a supplement and food after two weeks and it is COMPLETE FRAUD TO SAY THAT I authorized it because I didnt. They should refund 100% not 50% because I did NOT Authorize the renewal! I am alerting my financial institution as well.

  Business Response

  Date: 02/13/2024

  Thank you for reaching out today and speaking with one of our **************** Specialists. As explained on the phone, your trial order was the beginning of a subscription service and the order processed was a result of your enrollment at checkout. Were sorry for any confusion and as a courtesy have refunded you 50% of your order. Weve attached an example of our trial order checkout screen which highlights our terms disclosure and the promise of an upcoming full size order. At this time your subscription is now canceled per your request and no additional orders will be shipped to you. 

• Initial Complaint

  Date:01/11/2024

  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.

  On Friday 12/15/23 I ordered a trial of dog food (ORDER #*******) from Spot and Tango for $111.08 USD. Then on 12/26 (the day after Christmas) I was sent an email from Spot and Tango notifying me of a recurring subscription order totaling $223.96 USD (!!!!) set to ship and gave me only 3 days to change the order. I did not order another product, nor did I want to automatically sign up for a recurring subscription when I hadn't even tried the first product yet. I did not see this email until 12/29 after I returned from international holiday travel, and missed the window to change my recurring subscription order (which I never wanted nor chose in the first place). I was very disgusted at having been signed up for a subscription that I did not want and asked for a full refund in the amount of $335.04 USD and explained that the products are unopened and unused. I was told that the company cannot give me a full refund, which is ludicrous to me and very unfair. I would like a full refund in the amount of $335.04 USD for these unused products, which I will happily send back, and ask that this company make this subscription more transparent and to not sign people up for a subscription when they just want to try a product before committing to it. Thank you for your help.

  Business Response

  Date: 01/11/2024

  *****, 

  Thank you for taking the time to share your feedback with us. We're sorry to hear that your experience was less than perfect. As a courtesy, prior to receiving proof of donation, we've refunded you 50% of your most recent order, which was offered to you as part of our donation program when speaking with ***************** As you mentioned, we did notify you 3 days prior to your recurring shipment processing and I've attached examples from both our checkout screen and cancellation FAQ which clearly state that Spot & Tango is a subscription based business and that by processing your trial order you agree to automatic shipments. 

  Kind regards, 

• Initial Complaint

  Date:12/15/2023

  Type:Billing 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 is a huge scam just like others I agreed to pay for a trial on their dog food, my dogs didnt like it, I cancelled the trial and they proceeded to charge me $340 for more of the food my dogs didnt like. Why spend $450 on kibble each month for two dogs who has that kind of money? Especially if my dogs dont like it. I see numerous similar complaints on BBB and will be going to my bank because they wont even let you speak to a real person

  Business Response

  Date: 12/15/2023

  Hi *******, 

  Thank you for taking the time to give our team this feedback. It looks like you did not cancel your subscription before your 2nd order was charged, however, our team did make an exception and provided a full refund for you. Our Customer Experience team did reach out to you at the time you had scheduled the phone call (December 14th, 2023 at 4:02p EST), but you did not answer. Our team member left a voicemail and followed up with you via email. 

  If you require any further assistance, please feel free to reach out to our team by emailing ******************************** Thank you! 

  
  

• Initial Complaint

  Date:11/20/2023

  Type:Delivery 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 July of 2023 I ordered a sample. My dog did not like the food at all. Now today I have a delivery from Spot and Tango. I did not order this food! I tried calling BEFORE 6pm and there was only a recording. How this account was changed to ACTIVE is beyond me. Why would I place an order for $169.07 for food for my dog when he dislikes it!!I will not pay $1.00 for this order that I did not place. Maybe some people can afford to spend $169.07 for 28 days of dog food, but I cant!!!I want a FULL REFUND! I am not the only person this has happened to!!

  Business Response

  Date: 11/20/2023

  Hi ******! 

  Thank you for reaching out. Out team has completed an investigation and found that you logged into your portal on October 11th, 2023 and reactivated your subscription to our fresh dog food. We apologize if that was not your intention and have made an exception to our subscription policies to provide you a full refund. Please be on the lookout for an email confirming those details. Thank you again. 

  Best,

  Spot & Tango

• Initial Complaint

  Date:09/29/2023

  Type:Delivery 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.

  Ordered dog food from an online company and when I received the order it was small. Then they went ahead and withdrew ****** from my checking and would not refund my money. Even tho I haven't received the item. I canceled them immediately when I got the little sample. I did not authorize 197.

  Business Response

  Date: 10/02/2023

  Thank you for sharing your feedback with us. Spot & Tango is a subscription based dog food service. We're so sorry for the inconvenience your first recurring order caused. Unfortunately your order processed the day before you reached out and requested to cancel. Our records indicate the order was delivered this past Friday, 9/29. Please let us know if you did not receive it. As a courtesy, we've refunded you 50% of your order cost. You should see that credit returned to your payment method within 3-5 business days. If there's anything else we can do, please feel free to reach out to our customer service team. 

• Initial Complaint

  Date:08/30/2023

  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 wanted to order dog food with promo for my dog. I was told I didnt qualify, I understood and cancelled my order. My previous subscription accidentally aciticsted and the order actually initiated and shipped unbeknownst to me. I contacted the company and even manament they refused to cancel order and refuse to allow me to reject the shipment so that I didnt assume shipment. I dont want the food. Lastly I offered to take the food at the original promo they insisted I donate the food and provide them a receipt and then they would offer me half the price. !! Make no sense , we have rights in America. I refuse to be forced to buy something where are my rights as a consumer. I want a full refund.

  Business Response

  Date: 08/31/2023

  We apologize for your recent experience with us. A full refund has been processed and funds should return to your payment method within 3-5 business days. If there's anything else we can do, please feel free to reach out to customer service. 

• Initial Complaint

  Date:08/08/2023

  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.

  #****** Date Jul 25th, 2023 I ordered a trial/sample of cod/salmon food for my dog. Within days I received the order and within 2 days I canceled my subscription due to my dog not tolerating the food due to allergies that must be in the food. She is itching very badly and has spots of irritation all over her entire body. Due to this I canceled my account to not have continual orders or shipments. I did not authorize $293 charge for 4 weeks of dog food after my trial was canceled. There must be a mistake or I was auto renewed or enrolled into a new subscription. I was told I would receive a 50% refund because they cannot return the items due to its perishable nature and that I only had until 5PM yesterday to apprently change or cancel future orders when I had already canceled many days prior. The shipment hasnt even been placed; just the order. I DO NOT want the food. I will not be giving this to my dog. She has been advised by a Doctor of veterinary medicine to stop this food IMMEDIATELY, please provide me 100% refund I did not authorize this payment, shipment or subscription after my trial.

  Business Response

  Date: 08/23/2023

  We're sorry for your experience with our food and truly hope your dog is feeling better. As of August 9th, ********************************** full. If there is anything else we can do to help, please feel free to reach out.