Complaints

This profile includes complaints for Happy Howl's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Happy Howl

  1840 County Line Rd Huntingdon Valley, PA 19006-1717

• 

  Happy Howl

  1748 Meyer Way Jamison, PA 18929-1625

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:05/18/2025

  Type:Product 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 ordered Happy Howl dog food for the first time on 5/4/25 and it was delivered 5/7. I offered my dog Happy Howl beef on 5/8. By the next morning he was miserably itching and scratching all over. I contacted customer support that same day. They responded quickly. I told them about our dogs reaction and I said maybe its the wheat flour causing his reaction. They said maybe it could be and to try the other flavors because only the beef has wheat flour. Even tho the ingredient label indicated all their varieties contained wheat flour, I waited a few days till the first HH beef was out of his system and he wasnt itching, to offer him the lamb as per their direction. Well the same thing happened - extreme and miserable itchiness! After that I did not open nor offer any more ** to him and contacted customer support again. I told them my dog was allergic to their food and asked for instructions on getting a refund. They did not reply. I sent two more requests and no reply. Suddenly they are incommunicado. Their 30 day satisfaction guarantee is a hoax, a scam.

  Customer Answer

  Date: 05/22/2025

  Happy Howl has emailed me and we are working out a solution. Contacting your business definitely helped! I will let you know if they come through either way what they promise. 

  Business Response

  Date: 06/16/2025

  Thank you for reaching out regarding ***** ******. Please see timeline of events below.

  ***** ordered beef. ***** used the 40% off discount code on her first order. Full subscription price is $169.15, ***** received the $67 discount, so the total came to $107.07. Order #***** Please see screenshot for reference. Return & Refund Exclusions: Our return policy does not apply to all items. Below is a list of items that cannot be returned or exchanged and cannot be refunded.
  "??Items where a discount code has been applied"

  ***** reached out and stated her dog was having a reaction to the beef recipe. Happy Howl offers to other recipes and we wanted to make the experience right for ***** and her dog so we shipped out free 6 packs of lamb and turkey, free of charge for ***** ($150 on Happy Howl's expense). #***** Please see the screenshot for reference. 

  She said her dog was still having reactions and cancelled her subscription. 

  In ******* screenshot regarding the refund policy it states,"our return policy does not apply to all items & orders." ***** did not screenshot the text underneath where it states the rest of the policy. Please see our screenshot for reference. When a customer uses a discount code on their first order they are excluded from receiving a refund. Since ***** used the HAPPY40 discount code, we were unable to refund her. This information and policy is available for customers to view before any purchase. The policy is available on our website. 

   Return & Refund Exclusions:
  Our return policy does not apply to all items. Below is a list of items that cannot be returned or exchanged and cannot be refunded.
  "??Items where a discount code has been applied"

  Customer Answer

  Date: 06/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ******
  
  

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 received my dog food Subscription The order before was beef and turkey. The order they sent me consisted of that and lamb. It was explained previously that my dog does not eat that.I asked for a refund our credit and they did not give me any. I got charge for eighteen cartons of food where I can only use twelve. I would Like a refund for 6 cartons of food.

• Initial Complaint

  Date:04/06/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Deceiptful information. Full ingredient list on website omitted/was missing glucose which was listed in the ingredients on every single box received. Glucose is bad for people and animals, but it should have been listed in the ingredients on the purchase site.

• Initial Complaint

  Date:10/25/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Debit card fraud:I was ordering dog food Happy Howl, as needed. My last order was for 36 boxes on 08/26/2024 for $185.40, which will last for more than a month. On 09/08/2024 I noticed there was a charge for $181.41. I notified the company by email and told them I did not order this. They disagreed and proceeded to insist I had subscribed to regular orders. I told them I did not because I just ordered a large amount of food and only buy it as needed. They insisted I had consented to a subscription service and refused to cancel it. I then notified my bank and they were able to give me a temporary adjustment and issue a new debit card, since I did not authorize the transaction. Instead of admitting the error on their part, Happy Howl continues to insist I pay for and agree to a subscription. I would like them to close my account, cancel the subscription, and issue an apology for the fraud they commited.

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 two issues. First I asked if this company had food for my dog with kidney disease. I received a response of ********* **** will help with kidney problems and here is a discount code. Eventually I decided to order the food on Saturday June 29th with two day shipping. I expected the food to be shipped out on Monday. I received order and shipping confirmation on Monday July 3rd. In the email it said a delivery date of Wednesday July 3rd. Screenshot is attached. Yes I know it is an estimated date but I expected the company to give better customer service when I explained the situation. I contacted them and they just ignored my concern. I was already upset as my dog had not been eating and I wanted to try this food. The food did not come in til Friday July 5th due to the holiday. I gave the food to my dog she did not like it. I contacted the company and asked for a refund. they ignored my request and told me how to transition to a new food. I told them I can not transition the food like they told me because she won't eat her food. I asked again if I could get a refund as they have a 30 day money back guarantee listed on their website. I was told I would not get a refund. They did not tell me why but of course in fine print they do not offer refunds to people that use discount codes after they knew I had a dog with a disability. They advertise their food for picky eaters but if your dog doesn't like it you are screwed. And the customer service purposely offers discount codes so you can't get a refund.

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 in early ******* paid $105.48 and my dog got sick from the food. I sent multiple messages asking advice, but they ignored me. Someone finally responded on a ******** but didn't resolve any issues--they simply reiterated what I'd said. Shortly after, I received an email indicating another order was shipping, at $169.15!! I immediately emailed and called many times, to no avail. I filled out the info on my 9 lb dog when I first ordered, yet they decided to put me on a two week subscription. Clearly, not by my choosing or permission, and completely unwanted due to the digestive distress the food was causing my boy to begin. I contacted them long before they physically shipped the second order, but they ignored me again until after it was posted, saying it was essentially my problem. I responded that I was still waiting for instruction to return/refund the original packages, and certainly didn't want another shipment, yet, no one ever responded and the items were delivered. I have continued emailing, but all of my correspondence is ignored.

• Initial Complaint

  Date:04/02/2024

  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 purchased dog food from the business on March 4, 2024 (turkey flavor) and on March 18, 2024 (lamb flavor). My dog began to develop a dislike of their food (both flavors), and I reviewed the business' "30 Day Money-Back Guarantee" return policy on their website, ***************************************************, which states that if "you are not satisfied with a full priced item you purchased, you may return the item within 30 days from the order date. Refunds will be made to the original form of payment, less a 10% fee to cover shipping, handling and restocking." I emailed the company on March 23, 2024 and indicated that I wanted to return unopened cartons of food due to my dog's recent distaste for the same. They responded with ideas on how to get my dog to eat their food. I replied and indicated that I had tried all of the suggestions but still wanted to return the food. They then asked how many cartons I wanted to return. I indicated that I had 7 cartons of turkey and 22 cartons of lamb. Their response was that they had to "check with management" about my request. This all transpired on March 23rd. I followed up on March 26th and was told that they were still waiting for the management update. I followed up once again on April 1, 2024 with the update that my dog had passed away due to highly aggressive T-cell lymphoma (likely the cause of the distaste of the food). An auto reply told me to use their Customer Inquiry feature (chat) on their website to get a response "within within (1) business day." I did so, and I have yet to receive a response. I am at the end of my rope with this company. The value of undamaged, unopened cartons to be returned is $107.89, less the 10% fee to cover shipping, handling and restocking, or $97.10.

  Customer Answer

  Date: 04/15/2024

  On April 3, 2024, the business finally sent me a return label ***** tracking number **********************) to send back the unused items. I sent the box containing 29 items on April 4, 2024. The business received the return on April 8, 2024. They issued a partial refund totaling $89.24 on April 8, 2024 for 24 items instead of 29 items. I have been in communications with them since April 8th regarding the remaining portion of the refund, but to date, they still have not issued the same which should total on or about $18.59.

  Business Response

  Date: 05/06/2024

  Customer had an active subscription for Happy Howl that was set up for recurring automatic orders every ************************************************************************************************************************************************************************** order for us to process their order change before their order ships. Order was processed on date of subscription renewal date as set up by the customer. Customer contacted Happy Howl to return a full case of food plus leftover food from a previous order. We informed the customer that we are not able to accept returns for subscription orders (as our food is human-grade, once the product changes ownership, from Happy Howl to a customer, we are unable to re-sell this food to another customer if returned due to obvious health and liability risks). We do however, accept returns for unopened food from first time customers who do not use a discount code for a final sale item in which we donate if returned to local dog rescues and shelters. Customer was extremely adamant to return food. After sending us multiple requests, against our policy, we processed and return for refund for the full case of unopened food (see attached screenshot). We also waived our 10% shipping and handling restocking fee to process a refund for the full amount of their order to make the customer entirely whole on their previous order. As stated to customer, we were unable to process a return for orders older than 30 days from product orders that are opened. The additional food that was returned to us from the previous order that dated 30 days+ that was opened, was deemed unacceptable by our quality control manager upon receiving. 

  Customer Answer

  Date: 05/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21519307
  
  I am rejecting this response because:

   

  I have video proof that I returned 29 cartons of food, not 24 cartons. The price of 29 cartons of food (at $3.72 each) equals $107.83. I received a refund of $89.24. Once you subtract the 10% fee from the $107.83 to cover shipping, handling and restocking, I am still owed $10.78. The fact that they have been fighting me for this long over something so simple is a testament to their horrendous customer service. 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/22/2023

  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.

  I ordered what I thought was the Variety packets of dog food. 2 orders were placed, both 24 packs each. Order#**** and Order #****. $89.24 and $94.50. They sent me 48 packs of Turkey. I reached out various times to the supplier, privately, on the website, and via an email. No response. ***** **** which is the name of their dog Food. They have an incorrect PO Box address on their website and dog food packs, so it was difficult to reach them. I asked to exchange the all Turkey for the Varierty packs. They sent me a return label. I went to the ******* Mail * ****, and they printed their label, (I have the email I sent to mail n more to print the label and I went over carrying a heavy box and returned the dog food. They never sent me the 48 packs of Variety food, and they are trying to claim now they never received the box. They should have had the tracking number on their label. Now, I am out of $ 185.00 and no food. I even checked my email, for the label, and the link no longer showed the label, which means it was used. They are deleting all my correspondence on the website, and will not refund my money. This is not right. 

  Customer Answer

  Date: 12/28/2023

  Attached is proof that the delivery was received on Dec 4th.  

  I shipped it to them Dec 2nd, Received Dec 4th

  They did not deliver me the correct product, they deleted my order history in my profile on the website. 

  I ordered 2 orders of 24 Variety Dog Food. They sent me 48 cartons of Turkey.  I initially asked to exchange, returned product, then after all the difficulty, lack of response from a poor customer service, I decided a refund made sense since I do not want to work with this company again. 

  I

  Customer Answer

  Date: 12/28/2023

  Also please note, the information on their current packaging is not correct. They also have no phone number to contact them. 

  The current address they appear to be using is on the return label. 

  **** **************, Huntingdon Valley, PA  **********

  Customer Answer

  Date: 12/28/2023

  Receipt of delivery on Dec 4th

  Company falsely accused me of trying to defraud them, calling me unhinged, when I supplied them with plenty enough proof, the product was shipped.

   

  Customer Answer

  Date: 12/28/2023

  Receipt of delivery on Dec 4th

  Company falsely accused me of trying to defraud them, calling me unhinged, when I supplied them with plenty enough proof, the product was shipped.

   

  Business Response

  Date: 01/15/2024

  This customer first contacted us mentioning they got the wrong order - we then had a customer service reach out to her and show the screenshot of her order confirmation showing that she ordered a variety pack. She claimed she ordered Turkey alone. On the same day, the customer issued a chargeback through ****** and told ****** that they never received the order. We would typically send a free case of the customers desired order in this situation, however, in this instance the customer harassed our customer service team over several days with tens of messages, reviews, and negative comments on social media. We sent the customer a shipping label to return her package that was met with no response. She then messaged ****** saying she sent the order back to us which was never received in good order from our third party logistics team. Being a small online business, we see this type of behavior constantly - a customer orders and receives product and requests a shipping label for a return. The customer then issues a chargeback to their payment provider while simultaneously trying to receive a refund without returning the product. 

  Despite us providing all of this information to the customers payment provider, we authorized ****** to refund the customer the full amount to close this customers account. Even after the customer was refunded, she has gone as far to leave 3 more one-star reviews and look up personal contact information of our employees and calling them and emailing them on their personal phones and emails threatening the sue them personally. Due to this, we have had one customer service representative resign and another that took a two week leave of absence. To reiterate, this customer was fully refunded and continues to leave negative reviews and threaten our team with "civil lawsuits."

  Here is the full timeline of events including link to screenshot of the order customer placed & tracking information showing it as delivered. Customer: *************************, ******* **

  Customer Timeline: 11/20/23: Customer order (2) 24 Units Units of Tasty Turkey Feast (Link to order and delivery confirmation: 11/21/23: Shipment Delivered Email Sent to Customer. **** proof of delivery)11/22/23: Customer contacted customer support saying "you sent me the wrong food. I ordered variety packs and you sent me all Turkey". Confirmed that customer ordered two 24 unit cases of Tasty Turkey Feast. Sent screenshot of order confirmation page to customer showing that correct order was shipped. No response. 11/23-11/26 (Thanksgiving weekend) customer sent us a total of 9 emails and 32 chat messages as well as at least 5 total comments on FB posts and ads saying we sent wrong order. 11/27/23 Customer service rep resent order confirmation page showing correct order was sent and therefore does not qualify for return in line with our return/refund policy - this is a human-grade food product with strict FDA regulations regarding handling and product returns for resale. 11/27-11/28: Customer sent another 28 chat messages overnight between 8pm EST-7am EST. Customer service rep sent return label to customer on 11/28 to try and diffuse customer issue. As of 12/21: Return shipment has still not been received at fulfillment. 12/09/23: ****** notification for open case of chargeback from customer 12/10/23: Customer service rep reached out to customer to ask for drop off slip as proof of drop off to *** for return. Customer confirmed that she does not have confirmation of drop off slip for return instead saying "I dropped if off you can contact them they know me." We cannot return or refund items that were not returned to our facility, especially when customer does not have proof of returning the product to carrier for return shipment.

  Customer Answer

  Date: 01/31/2024

  The supplier has lied in his comments. For example, I never harassed anyone. They never responded, and they have a poor history of not responding which is why they received various emails because they refused to respond.

  
  

  I never said I did not receive the product, what I said was it was not a correct order and wanted to return it.  They sent me a return label. I returned the product. They lied and tried to say they never received it and demanded I send them the tracking number to their label or they would not refund me.  I initially could not find the return label, but fortunately, i found it, and the post office and tracking confirmed it was indeed returned to the supplier.

  
  

  I eventually received my refund through ******, but there was so much aggravation in doing so.

  
  

  I would never do business with this company again.

  
  

  If I could give them a 0 in customer service I would.

  They are also posting an incorrect address on their packaging and you can not get a hold of them. No phone number listed at all.  Also their food is sometimes moldy and no one knows how fresh the food really is.