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:11/16/2023

  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 thought this product would be great for my dogs. I bought a bag and slowly started introducing the product to my dog as the instructions said on the bully max bag. With I. Days my dog became very ill. Bloody stool that was uncomfortable. My poor dog could hold her bowels. I stopped feeding her your products and with 48hrs my dog was feeling better. This is a dangerous product and could of killed my dog.

  Business Response

  Date: 12/31/2023

  We deeply regret hearing about the health issues your dog experienced, but we'd like to clarify our position regarding the accusation that our product caused the illness. At Bully Max, we maintain the highest standards of quality and safety in our products, and they undergo rigorous testing to ensure their integrity.
  However, it's important to emphasize that without concrete evidence linking our product to the health issues your dog faced, we cannot accept responsibility for the claim that our product was the cause. Individual dogs can have varying sensitivities and reactions to different foods, and there can be various factors involved in such situations.
  We understand that customer feedback is valuable, and we appreciate all concerns brought to our attention. We encourage you to reach out to your veterinarian to thoroughly investigate the cause of your dog's illness and determine if our product was indeed the culprit. Veterinary expertise can provide a more accurate assessment of the situation.
  If you require further assistance or would like to share additional information with us regarding your experience, please feel free to do so. We remain committed to delivering high-quality dog food and supporting our customers in any way we can. Your satisfaction and the well-being of your pets are of utmost importance to us.

• Initial Complaint

  Date:09/30/2023

  Type:Delivery 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.

  My order was supposed to be delivered on september 23rd, it never arrived, bullymax customer service told me to contact FedEx, fedex told me it was lost in Athens, GA and Bullymax would have to initiate the lost package procedure, I let bullymax know this in an email, also stating I would like to be refunded and I was cancelling all future orders(this was a monthly subscription) it has been over 24 hours and they have failed to respond to my last emails, plus it took me almost a week to find out my order went missing, all bullymax customer service would do was give me the phone number for fedex, there has been no contact from them since September 27th, it is now the 30th

  Business Response

  Date: 10/31/2023

  regarding ********* ** * ********* ****** ********* *** ***** *** ***** ********
  
  I can confirm that order ******* has been refunded in full. This action was completed on October 2nd, 2023. I have attached screenshots of the refund for review. Please reach out again if you need anything more.

   

  Sincerely,
  
  
  Alyssa
  Bully Max Customer Success Team

  See Attachments

  Customer Answer

  Date: 10/31/2023

  [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:05/06/2023

  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.

  I wanted to find quality food for my fur baby and stumbled upon Bully Max based on a Google search. I went to their site and they offered a discount to potential customers to test their product. I paid my hard earned money on 04/30/2023 and received confirmation my payment went through and an order number: ******. On 05/01/2023, I received an email that my package was on the way and given UPS tracking number: ****************** for my package. On 05/04/2023, I received an email that my package was delivered at 10:19am. I opened my door and there was no package, so I assumed they may have left it in my mailbox. On 05/05/2023, I went to my mailbox and it was not there. I emailed the company immediately. I received a disturbing response instructing me, “The package might have been signed for by a neighbor or another resident at your location. Can you please check with others at your address, or perhaps a neighbor, to see if someone else has picked up the package? You can also check around the entrances of your residence for the package, particularly on back porches, bushes, garages, grills, or other places that might protect your package from theft or weather. You can also check your local post office.”
  
  I live alone and I don’t talk to my neighbors, not to mention it is illegal for anyone to intercept my package. The UPS website does not identify where the package was left. I live on the 3rd floor, so my package wouldn’t be in any bushes or other areas. To make these poor and tacky suggestions is poor customer service to say it politely. After this interaction, I filed a claim with UPS on 05/05/2023 and it states to contact the company, and of course the company tells me to file a claim. I have no desire to play ping pong with either company.
  
  Initially, I wanted a replacement product, but I don’t even want to test their product anymore. Their poor customer service has left a bad taste in my mouth, so I can only imagine how my dog would feel. I want a refund.

  Business Response

  Date: 06/04/2023

  **** ********** Please find the details of this shipment attached. The customer's order was shipped promptly and delivered. Attached is proof of delivery, as well as the order details. The total cost paid by the customer was $8.59 (The customer applied a $15.00 discount to their order). We're requesting to close this dispute since we provided this customer with prompt and efficient service. Sincerely, Bully Max

• Initial Complaint

  Date:03/09/2023

  Type:Delivery 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.

  Date of Transaction: December 10 2022
  Amount: $1,418.16 ***** ******* *******
  
  Before I placed my order I contacted their customer support first. I asked for expiration date because I also ask them last August and they said their products have 1 year shelf life upon purchase but I received 04/2023 expiration I didn't complain that. But this time last December, I asked them again and they said the same 1 year shelf life upon purchase. Their customer service replied it's from their last batch and assure me that 1 year shelf life is accurate, so I told them that please make sure I will not receive 04/2023 expiration again. Then lastly this message is the one I trusted their CS said "IF YOU WERE TO ORDER AGAIN, I'LL ADVISE THE WAREHOUSE TO SHIP YOUR ORDER FROM THE LATEST BATCH AS WELL" so I trusted what they said that they will ship my order from their latest batch because that's what they said. I will not place my order if they don't say that they will ship my order from the latest batch. But I still received the last batch with 04/2023 expiration. Now, I contacted them informing this but they just blame me for not requesting latest batch but it's very clear I said that I don't want to receive the 04/2023 expiration. Please read the transcript uploaded highlighted by red circle. It's easy to understand I don't why they don't understand. I will understand if they admit their mistake and apologize but that didn't happen instead they are blaming me by their mistake.

  Customer Answer

  Date: 03/10/2023

  hello! I just want to inform you that this case number ******** is already solved. The merchant's manager which is very kind directly contacted me and they already fixed the problem. Thank you!