Complaints

This profile includes complaints for Mars PetCare US, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Mars PetCare US, Inc. has 3 locations, listed below.

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  Mars PetCare US, Inc.

  PO Box 683006 Franklin, TN 37068

• 

  Mars Petcare US, Inc.

  5115 Fisher Rd Columbus, OH 43228-9146

• 

  Mars Petcare US, Inc.

  845 Commerce Dr Henderson, NC 27537-7450

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:08/31/2022

  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.

  Since the end of JULY 2022 I have been dealing with the **** ******* ********* ****, i gave them **** receipts twice and sent them a Vet bill for my kitty ****** for over $300. I have gone back forth with them and they just can"t seem to geti it straight after 20 commuications. I have sent them everything they need, and they just are not satisfied. I submitted everything before the 7/31/ 2022 final day of submission.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/08) */
  We apologize for the frustration with this matter. Our fulfillment group has reviewed this issue. Since there were multiple receipts, we escalated this situation. As of 9/2/22, the receipts were validated and reimbursement will be happening within 10 business days. Please let us know if there are further concerns.

• Initial Complaint

  Date:08/25/2022

  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.

  Dear Mr. ***** **** & **** Petcare Executive Staff:
  
  I am writing once again and presenting a Final Demand to **** Petcare regarding a very distressing experience with your***** products - as aforementioned in my previous email - after my Dog became extremely ill after consumption of this product, on Sunday of last week.
  
  Approximately 24 hours after her first feeding (with absolutely no other food fed to her during this period), my indoor Dog, began repeatedly and profusely vomiting and experiencing mucus-laden diarrhea, multiple times and multiple episodes. After rushing her to the emergency veterinarian (and a follow-up the next day) for treatment including subcutaneous fluids and medications to stop vomiting, it was determined to be a dietary indiscretion and likely contamination, with this***** product being the only product she consumed in the prior 24-48 hours. As a result, I have incurred over well $1,000.00 in vet expenses and lost time with work, which I must request immediate reimbursement for, prior to further action including but not limited to, Civil action and media contact for Consumer Protection matters. Per ****' request, I sent over exorbitantly detailed vet records, labs and invoices, and the company refuses to assist me without a lengthy and arduous process which has now caused me notable medical distress.
  
  In speaking with ****** (a LVT, not a veterinarian) I was mis-advised if several key pieces of information regarding my case, and I was promised a call from her manager ******* prior to sending my case to their insurance carrier - this did not occur, and she sent my case to them without my authorization, as I wished for this to be resolved urgently and in house. As a disabled person, I am not medically capable of dealing with an arduous and drawn out insurance process, and I must request immediate contact from senior level management to resolve this egregious matter urgently today, prior to engaging my *** Counsel & Consumer Mediation.

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/09/02) */
  We are sorry for the experience that the pet parent had with one of our products. We have spoken to him at length and were able to fully resolve this issue. Please let us know if there are any remaining questions.
  
  
  Consumer Response /* (2000, 7, 2022/09/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Amicable resolution reached

• Initial Complaint

  Date:08/20/2022

  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 had bought 3 bags of dog food from ******* and the food started making my dogs sick. ***** at ***** told me I have to provide them with receipts of my purchase, so I can be reimbursed with "vouchers" when I purchased these items weeks ago and no longer have access to my receipt. I am able to show on my bank statement what I spent at ******* on the dog food, but because I do not have my receipts I can't get any resolution. So now I'm sitting with two and a half bags of 30lb dog food that I can't do anything with because 1. It's making my dog sick, 2. I don't have my receipt to return it to the store.
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 8, 2022/09/09) */
  We are so incredibly sorry to hear about this experience. Pets are our family members - we love them just as much as you do. Since the health and well-being of our pets is our #1 priority, we design our pet foods to be safe, nutritious and enjoyable. We did not receive the address to mail reimbursement vouchers until 8/26. We have provided one, and are sending 2 more to make up for the food that was purchased. Please let us know if any further assistance is needed. Thank you.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair 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 participated the **** Checkup Challenge on July 23th with valid pet food receipt and vet receipt but couldn't finish the last step because the website kept saying my address was invalid. I then emailed their help team about the issues with all my receipts and information. On July 28th I received the congratulations email saying my receipt passed the test and all I needed to was to link my account to redeem the offer. I submitted my account successfully this time. On July 29th, the help team contacted me and confirmed that my reward was in the process of generating and would take up to 72 hours to be generated. An email would be sent as well. I then waited but until now I didn't receive that email nor my reward. On Aug 1st, I emailed the help about the issue but what I got was just an email saying they will research that. So far, my issue has not been solved and I didn't receive the reward. They are too slow to respond and resolve problems and that really exhausted me.

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/08/17) */
  We apologize for the delay that the pet parent has experience as part of the **** Check Up Challenge. Typically speaking refunds do take over 2 weeks to be received. We have recently been made aware that our fulfillment group has experience a technical error with issuing refunds via ******. This error has been corrected and the refund is in process. Again we apologize for the delay. Please let us know if we can assist in the future, we are always happy to help.
  
  
  Consumer Response /* (2000, 7, 2022/08/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I have received the reward. Although it takes so long I am still glad that the issue was solved finally.