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Business Profile

Pet Supplies

Spot & Tango

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Supplies.

Complaints

Customer Complaints Summary

  • 31 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/20/2023

    Type:Delivery Issues
    Status:
    Answered
    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:
    Answered
    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:
    Answered
    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:
    Answered
    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. 

  • Initial Complaint

    Date:03/16/2023

    Type:Product Issues
    Status:
    Unanswered
    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 subscribed to Spot and Tango Beef and Barley Unkibble and chicken unkibble formula. I received my batch for food the week of March 8, 2023. I started feeding my dogs the beef and barley formula March 8th. By morning of March 9th my older dog was throwing up and proceeded to only become sicker. She was having seizures vomiting, diarrhea. Etc. By March 13th she was dead. We didnt think it was the food at the time just maybe her age. But as of today after feeding my other dog the same formula he is now throwing up.I reached out to their call center as they have no other means of contact. I asked if I could provide the batch number in return for the test results for that batch. My hope is to rule out the food being an issue. Which should not be hard to do since they insist and promise that they test every batch. The woman on the phone just kept repeating a script. When I asked to speak to a supervisor she refused and said that wasnt possible.All I want is proof of testing on a specific batch of food. If they truly test like they claim. That shouldnt be an issue. I truly think this company is something we need to worry about as they have no means of being held accountable and they dont seem to care about their customers or health of their dogs.

  • Initial Complaint

    Date:11/18/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 They had a Salmonella issue with certian batches of their chicken recipe.I was on a subscription plan,They switched me to all beef without asking or any communication. Then, repeated no communication. Take forever to respond to email. Do not answer phone: no customer service... chat is some call center: compleyely ineffectual. Was so frustrated. I cancelled sbscription and moved to Yumwoof air dried food. Hopefully, their customer service will be better. These are air dried human grade ultra premium, super expensive dog food products: where is the matching customer service to match??

    Business Response

    Date: 11/29/2022

    We completely understand our the customer's frustrations and would like to assure them that we were extremely swift and proactive when it came to communications regarding the voluntary recall. Information was posted on our website and emails were sent to all customers, especially those who were impacted. Customers who were on more than 1 recipe at the time of the voluntary recall were switched to only receive the alternate recipe (in this case Beef) so that the pups would not run out of food while we looked into the issue internally. We also extended our customer service team's hours of availability in order to answer all of the incoming questions and concerns from our customers. 

  • Initial Complaint

    Date:10/31/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Spot & Tango has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

    bag of food had larger pellets and once again included the cranberries and green beans that they said they got rid of with their new update last month. In addition to this, the pellets are so large that they are too BIG for my tiny dog to eat. Still they will not offer a refund or remedy their error by sending me the dog food that is intended for small dogs like mine. The lack of consistency with their product and product management as well as terrible customer support is why I am sending this complaint. I would like to be refunded for both orders ($141.90 total) since neither order arrived with the product I was expecting to receive.

  • Initial Complaint

    Date:09/28/2022

    Type:Product Issues
    Status:
    Answered
    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.
    First of all they said they were out of chicken so they had to change my recipe to beef. No big deal there, things happen. Im just now finding out it was because of salmonella, but again no big deal will play it safe and get the beef. I contacted them on Thursday because my dog ran out of food even though they told me they sold it to me for 28 days and its charged based days. It only lasted 24 days using their measuring cup so I sent them an email on Thursday and I was told Id get a response within three business days. It has now been 3 business day and no response. I go to check my order status because it was supposed to ship by September 26 and theres still no tracking information indicating it is shipped. My dog has not been out of food for almost a week and there is no way to get a hold of them but they had no problem charging my card and Im pretty sure a dog food company understands how important it is to not keep switching up your dog food. So Ive had to feed my dog a different brand so she has something to eat while I wait for them to get back to me. At this point I dont even wanna do business with them and I want my money back.

    Business Response

    Date: 10/03/2022

    ************************* concerns are understandable and we can assure them that we are looking into why their particular order did not last the full 28 days as expected. Due to the issue we refunded the cost of the missing days of food and responded directly to them regarding their account. We take these matters very seriously and truly apologize for the trouble.

  • Initial Complaint

    Date:09/27/2022

    Type:Product Issues
    Status:
    Answered
    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 (order # ******) in the beginning of September and was notified shortly after my order was placed that the food I ordered for my 3 dogs was on back order till November. I decided I didn't want to wait that long & was going to go another route. I requested my order to be canceled & all future orders and requested a full refund of $107.01. I was only able to send this request via email or text. There was no number to call for customer service. I have been getting the runaround from the text **************** replies. Now I'm in week 3 and no refund and now no response back to my request.

    Business Response

    Date: 10/03/2022

    After reviewing the information in our system we can see that the order was indeed cancelled and refunded on the same day the refund was requested. The account is also cancelled so no future orders will be processed.

Spot & Tango is NOT a BBB Accredited Business.

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