Complaints

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• Initial Complaint

  Date:03/05/2023

  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 a bag of tops pellets directly from the company and found METAL embedded in the pellet. That could have easily killed my parrot! I contacted them and they were more or less like "it was a one off problem". They did ask me to send the pellet to them but I unfortunately tossed it. This really concerned me and they didn't offer me a refund or anything. I then ordered a 10 pound bag of the product from chewy.com and found PLASTIC inside the bag and in pellets. I contacted them again and again they didn't think it was a big deal. Chewy of course was willing to take the product back. I posted my findings in a forum online and a few days ago someone reached out to me and said they ALSO found plastic in their pellets. I'm really concerned about how many contaminated and dangerous pellets are being produced in this facility. From what I understand, they also produce Bird Tricks and ******************************* produces and sells these pellets too. How can they be USDA certified organic when the pellets are coming out with metal and plastic inside them?

  Business Response

  Date: 03/11/2023

  TOPs Parrot Food takes all reports of safety issues seriously and has a set process for responding to reports. **************** alerts the product team, which communicates with the manufacturing team to investigate any claim. That process was followed with this report. 
  
  
  After receiving the claim of metal in a single pellet, we were very responsive to the customer and asked her to send the pellet in question to us so we could examine and investigate. According to the email exchange with the customer on Dec. 5. 2022, the customer left the pellet on a counter, and then wiped down the counter by accident so she was not able to provide the pellet. Therefore, we were unable to validate and confirm the report. We did investigate internally and found no other claims of metal impediments and a thorough examination of pellets and equipment found no issues. 
  
  
  The customer was able to get a full refund from our retail partner for the 10 lb bag that was purchased at a later date.  

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19535729
  
  I am rejecting this response because: the metal was found in pellets ordered directly from TOPs. Order #*****. It was 2 3-lb bags. This issue is not being taken seriously enough as it could have easily caused the death of my parrot and who knows how many other parrots. A piece of metal in food cannot be a one time thing. Was it a tooth of a machine that broke? Did someone dump metal flakes into the processing? How did one flake make it into the final pellet mixture? Are they screening pellets for metal consequently to ensure the health and livelihood of their customers? It seems to me they aren't taking this seriously.

  Plastic was found in A SEPARATE 10 pound bag ordered from chewy at at later time. TOPs did not request the plastic for testing. TOPs did not look further into this issue. That's two separate orders with two separate quality issues. Neither
  
  Sincerely,
  
  *********************************