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:07/26/2024

  Type:Service or Repair 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.

  Earlier this year I asked to remove a card off my account when talking to customer service. They showed that they did and told me that the card will no longer be charged. Earlier this week this card was charged again. I asked it to be removed and to get a refund. When talking to the customer service, they said that they removed and showed a screenshot. I never heard about the refund. I talked with them today asking for a refund and to cancel my account. They gracefully cancelled my account but because " your most recent box shipped 3 days ago, and we can no longer make changes to stop that shipment" which is ridicioulus since the card was never even supposed to get charged. All I would like is a refund on my card.

  Business Response

  Date: 07/26/2024

  Hi BBB Team,

   

  Thanks for sharing this with us.

  As I checked the correspondonce, she reached out 3 times , screenshot **************************** but I can't find the request about removing the card.

  First email about cancellation ****************************
  Second email **************************** about moving the renewal date.

  Third email **************************** about cancelation 

  Also, she was advised to refuse the package so we will process the refund. 

  We will wait for the customer to udpate us. Thank you!

   

   

  Sincerely,

  Bullymake Team

   

   

  Customer Answer

  Date: 07/30/2024

  I am rejecting this response because:  I talked to two customer serive members on the website live chat on the website about removing the card.. I wish for the refund to be put back on the card as soon as possible. The box will be refused on arrival but I would like to refund sooner then later. Thank you. 

• Initial Complaint

  Date:07/15/2024

  Type:Order 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.

  This company boasts toys for aggressive chewers. I signed up for monthly boxes. When my box arrived, my dog chewed up the toy the same day. They also throw in treats that are unhealthy and cheap. They will not let you cancel your subscription for any reason as I tried. I got a second box and the same thing happened again. I tried canceling again. They will not let you. This company is an absolute sham that locks you in with promises of tough toys and locks you in for a year to pay $50 a month for a product that does not deliver. They should be put out of business immediately.

  Business Response

  Date: 07/17/2024

  Hi BBB Team,

   

  I trust that you are well.

   

  As I reviewed this complaint, so sorry to hear the customer were not obsessed with the box. While we want every single customer to love every single thing we know we may miss the **** sometimes. Additionally, we're truly sorry for the disappointment. We try to mix and match the materials of the toys we send out for variety and for customers to know what would work best for their dogs. All our toys are made for power chewers and have gone through rigorous testing but we understand that at times it doesnt work for all, which is why we offer a replacement if this is the case. 

  Regarding cancellation, I regret to know that you feel that way, however, it's not that because we are opposed to canceling but it is what you have selected among the 4 plans we offered. You were made conscious of the 12-month plan and agreed to the terms and condition that comes with it. You could have selected the 1 monthly plan to test the product before committing to longer plan terms.

  Also, all toys we send have gone through rigorous testing. However, the durability time is different for each dog because every dog is different and chews differently. Perhaps the shape of the destroyed toys did not favor your dogs chews-reality!
  
  Thinking of that, we created the warranty. All our toys are 100% guaranteed, so if your dog destroys the toys we send, we ship a replacement thats rougher and tougher! Wed be glad to replace the toys you are unsatisfied with more suitable toys for you. Also, we will upgrade you to our toughest option.
  
  We can change your 12-month plan ($31) to 3 monthly plan ($39), but you will be charged the rate difference. Since there were 3 boxes shipped, we will charge you $24 to cancel the plan today.
  
  Let me know what works best by emailing our customer care or respond here. Thank you kindly! 

   

• Initial Complaint

  Date:06/24/2024

  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.

  On june 3 I messaged bullymake to cancel my subscription which I knew would be charged on June 10. They tried to convince me not to cancel, I said no I want to cancel. Not taking no for an answer, they charged me anyway on June 9. $31. I then messaged them they left me to believe I would be refunded. I was refunded $31. Then on June 21 I received a box on my porch. I checked my credit card and they charged me $71.93 on June 9. I then messaged again offering to return them at their expense. They kept trying to tell me I didnt cancel in time(June 9). Even tho I cancelled on June 3. On june 22, they now tell me they can give me a partial refund but they dont pay for shipping and if I want a full refund I need to pay to return them. I did not order these. I did not want them. I was clear of this. I just want a refund. If they want the toys back, they can pay the shipping as they sent them in error.

  Business Response

  Date: 06/24/2024

  HI BBB Team,

   

  Good day!

   

  Thanks for looping us in.

  Yes, this customer reached out to us on June 3rd and we responded as soon as we can. However, we did not receive a response from her hence the account renewed.
  Screenshot:  ****************************

  She then reached out on the 9th, **************************** and on that same day, we canceled it as well. Screenshot: ****************************

  Then she made another attempt to reach out saying about reporting to BBB and we have provided her options that *** help.

  She can keep the box with a discounted price or she can refuse. Once she does this, we will process a refund. Screenshot: ****************************

  We are extremely sorry that we waited for your response in hopes of helping.
  
  We always want to know if we can help with anything before we close out the account. We believe that good customer service should always try to discover why the customer was unhappy or did not want to continue so any issues or concerns can be remedied. We are so sorry if asking for the reason for cancellation, means otherwise.

  I hope this helps. Thank you!

   

  Sincerely,

  Bullymake Team

   

   

  Customer Answer

  Date: 06/24/2024

  I am rejecting this response because:   
  

  how many times does a person have to say that they want to cancel before you actually cancel?  I said I wanted to cancel and you chose to charge me anyway.  You have stolen my money.  I should not have to pay anything for your companys mistake.  I want a full refund.  If you want the product back, you can pay for it to be shipped back.  

• Initial Complaint

  Date:06/14/2024

  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 purchased a 3 month subscription service from Bullymake and have yet yo receive any items from the company. When I contacted the company about the matter I was told theres nothing they can do about it and will not cancel nor refund my money. It has been over their shipping time frame of 5-7 business days - shipment sent out June 1st 2024 and as of today (July 13) there had been no movement on getting me my product. On top of everything, the claim to have 45-day guarantee that if you are not satisfied with their service you can get your money back. I have told them Im not satisfied and still nothing!

  Business Response

  Date: 07/01/2024

  Hi BBB team,

   

  Hope you are well.

   

  As I reviewed this customers complaint, she signed up under our 3 months plan.

  As always, we try to make the buying process of our subscription products as clear as possible!
  
  During the checkout process, many steps state that a subscription is continuous. You'll find this on both the product and homepage in the "how it works" section: *******************************
  
  On the product page frequently asked questions: *******************************
  
  On the *** page in the header of the website: *******************************
  
  After you complete checkout, in the "my account" area: *******************************
  
  Again we apologize if there was any confusion. Let us know if we can help further.Hi there!
  
  Sorry for any confusion - we try to make the buying process of our subscription products as clear as possible!
  
  During the checkout process, there are many steps which state that a subscription is continuous. You'll find this on both the product and homepage in the "how it works" section: *******************************
  
  In the product page frequently asked questions: *******************************
  
  On the *** page in the header of the website: *******************************
  
  After you complete checkout, in the "my account" area: *******************************

  That said, we made an exemption for her and have canceled her account already. As for the box it was shipped religiously and been marked delivered.

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

  Thank you again for hearing us out. We here at Bullymake always strive hard to help out the customer, only that we can't please everyone as much as we want to. 

   

  Sincerely,

  BULLYMAKE Team

  Customer Answer

  Date: 07/01/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/12/2024

  Type:Billing 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.

  Business has no way to cancel your subscription without contacting them which is fine however, they refuse to cancel my subscription even after writing and calling. When trying to find any information on them, like the address for this form, it is not on their website. I had to ****** for hours just to find their address and Im not even sure if this is the right one because there are multiple different locations listed on multiple different websites. I have sent multiple messages and called multiple times for them to cancel my account. There is also no way to remove my credit card from my account to ensure it no longer gets charged. I also can easily cancel the account myself. I received another subscription box that I did not want even though I asked the same day I received the last one to cancel the account. I am on a monthly subscription not a pay in advance for multiple months. Instead of just doing as I asked and stopping g the subscription they keep trying to get me to sign up for a different subscription. My bully make subscriptions ID is *******

  Business Response

  Date: 06/27/2024

  Hi BBB team,

   

  Thanks for sharing this with us.

  As I investigated, I see here that we have responded to her emails as fast as we can.

  Screenshot: **************************** and have canceled it asap as well.

  Just to clarify, we're very sorry our support is currently limited to email and chat only, but rest assured that all concerns will be handled immediately via chat or email.

  Also, sorry for any confusion - we try to make the buying process of our subscription products as clear as possible!
  
  During the checkout process, there are many steps which state that a subscription is continuous. You'll find this on both the product and homepage in the "how it works" section: *******************************
  
  In the product page frequently asked questions: *******************************
  
  On the *** page in the header of the website: *******************************
  
  After you complete checkout, in the "my account" area: *******************************
  
  Again we apologize if there was any confusion on the customers part. Also if sharing all possible options to help the customer is not appreciate, then we are sorry if she felt bad about it.

  We always want to know if we can help with anything before we close out the account. We believe that good customer service should always try to discover why the customer was unhappy or did not want to continue so any issues or concerns can be remedied. We are so sorry if asking for the reason for cancellation, means otherwise.

  That said, rest assured that her account has been canceled and confirmed.

  Thank you again.

  
  Sincerely,

  Bullymake Team

   

   

• Initial Complaint

  Date:04/05/2024

  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 have been a loyal customer for a number of years. For the past week my dog has been repeatedly throwing up, not eating or drinking. Back and forth trips to the vet to figure out what was going on. After a week, I made the decision to have surgery performed as he was not getting any better. Upon opening him up they found that his intestines were perforated in multiple locations and part of his intestines had died off causing them to resect a portion. They found tiny plastic pieces inside of him. Upon my review of what they found I knew exactly what caused this issue, BullyMake nylon chew toys.Your products specifically state that they're durable, for power chewers, "all items are backed with a durability and satisfaction guarantee."Your product just caused one dog literal h*** and after surgery, 4 vet visits your product is the reason I had to make the decision to put my 4 year old dog down . Your product cost one family several trips to the vet, missed work and over $2,000 in vet bills and ultimately took out dog from us far too soon.If you truly stand behind and guarantee your products, I would expect your company to offer some way to help make this right. We put faith in your claims, how much faith do you have in your own product, will you stand behind it and what your product has done?Since reaching out directly to the company, I was offered a product credit. Why on earth would I want a credit for a product that killed my dog? Also, what good does a credit do for me considering I no longer have a dog.

  Business Response

  Date: 05/09/2024

  Hi BBB team,

   

  Thanks for the follow up message.

  First of, we are extremely and sincerely sorry for what had happened to the doggo. This is something that no one would wish to happen.

  As I checked, she had been with us since 2020 and for the longest time, nothing bad happened to the dog. Only just recently about the report on the nylon toy in which, they are standard for a gum-massaging toy, and are safe as long as they are not ingesting large chunks of the toy. 
  
  The material is *** certified and safe to pass. It is normal for this kind of toy and is digestible!

  Now with the photo photo provided I don't think it can cause harm to the dog, they are bite marks only due to playing, screenshot: ****************************

  Also, if the customer can provide us an xray of the toy that was there or whatever that is, our team that can be reached at ****************************** can further investigate on this one. 
  

  Again, we are sorry about what happened but for the longest time that we have been serving the dog since 2020, nothing bad had happened :(

  Thank you kindly. 

   

   

  Sincerely,

  Bullymake Team

• Initial Complaint

  Date:04/03/2024

  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.

  Bullymake is a subscription service that offers monthly customizable boxes that include pet toys and treats. My first transaction with Bullymake was made on January 2, 2024 in the amount of $32.35. This included a 15% discount as a first time buyer. At the time of the transaction, I believed I had purchased the 3-month subscription at $39/month. On January 9, 2024, I reached out to Bullymake customer care via email requesting cancellation of my subscription. Per Bullymake Terms and Conditions, consumers must request not to renew their subscriptions as renewal is automatic. I received a response from Bullymake customer care (*****) that I was on their annual commitment plan of $31/month and that I would only be able to cancel the renewal of my subscription at the end of 12 months. However, I have been charged $39/month after the first transaction was made with Bullymake. I contacted Bullymake customer care again on April 4, 2024 to get confirmation that my auto renewal was cancelled and to dispute the incorrect charges to my credit card. Bullymake customer care (****) responded that I would have to pay the difference between the 12-month and 3-month price to cancel my subscription. I responded that I had already been charged the 3-month rate of $39/month in Feb, March, and now pending in April. She responded with a snap shot of the subscription pricing and highlighting the 12-month plan at $31/month with FREE shipping. My last response to her was a reiteration that I had been charged $39/month for the past 3-months when I should have been charged $31/month based on her argument. It does not seem like customer care is in sync with their accounting ***** To date, I have paid Bullymake a total of $149.59. To immediately resolve this issue, I would like an outright cancellation of my subscription, with my credit card information purged from their system. I think this is a reasonable request given I've paid the 3-month price for the last 3-months.

  Business Response

  Date: 04/23/2024

  Hi BBB Team and Rich,
  
  Thanks for reporting us to BBB. As per the investigation, you were assisted very well with our reps making you understand what plan you had signed up to and the charges.
  
  Yes, the discount code is one-time on top of your discounted annual plan of $31 already. 
  You were also given a screenshot of your charges breakdown to make it clear to you yet you refuse to understand.
  
  Here is the screenshot of the explanation and summary of charges:  ****************************
  
  
  So it will be $31, + $5 toys only and taxes.
  
  That said, the plan went back to $31 + tax as you have changed it from toys only to toys and treats which removes the $5 charge. Screenshot: ****************************
  
  To clarify, the plan was indeed correct at $31 and the charge of $39.08 is correct as that includes the plan, $5 toys only, and tax.
  
  As for the account why it is still active, we have also made him understand and have shared this: 
  
  It shows that you have signed up under the monthly payment option for the 12-month plan on January 2, 2024, to take advantage of the discounted plan rate of $31. Because all of our boxes are pre-planned and this plan is still under commitment, canceling will only stop the account from renewing again after the last box.
  
  So as I checked, the customer is aware of this and said that he is okay and will not further continue the plan after the 12 boxes get completed, screenshot:  *********************************;
  
  To which we have complied as well, screenshot: ****************************
  
  That said, no credit is due as the charges are correct.
  
  I hope this helps clarify the concern. Thank you!
  

  Customer Answer

  Date: 04/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/31/2024

  Type:Service or Repair 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.

  We had a Bullymake subscription box for our dog and CANCELED via customer service since that's the only way the service can be cancelend, in 2022 when we moved to another state. We have been charged twice since canceling, in 2023 and AGAIN on our card TODAY for the subscription. For two years the boxes have been going to the address in ******* that was sold TWO years ago!!!!! This is ridiculous and shady business practices at best.

  Business Response

  Date: 05/05/2024

  Hi BBB Team,

   

  Thanks for forwarding this to us.

  As I investigated, we can't seem to locate the customer previous request regarding cancelation. I have attached the husband email and wife to show when we received an email from them. 

  This email address ******************* , we did cancel it when we confirmed last April 2022, please see attached photo too.

  Then recently when he reached out, he provided a different email address ********************** which was not mentioned during the time when he reached out last 2022 then we could have canceled it. Though rest assured that this has been canceled already,  screenshot: ****************************

  We have also refunded the 11 unshipped boxes for the most recent charge since she paid upfront annual plan, screenshot: ****************************

  So this concern was taken cared and customer was thankful, screenshot: ****************************

  Thanks for reviewing this. Have a good day!

   

  Cheers,
  Bullymake Team

   

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair 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.

  On 3/6/24, I ordered a BullyMake subscription box for a puppy who's a powerful chewer. The toys didn't last an hour before they presented a hazard to my pup. I expressed my dissatisfaction over their subpar product and they refuse to refund me for my box or cancel my subscription.I received the box a couple days ago and gave my dog the toys last night. I contacted BullyMake today about cancellation. I was refused.

• Initial Complaint

  Date:03/09/2024

  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 committed to a 3 month subscription with Bullymake. I noted my dogs chicken/poultry allergy. The first month I received a box with 2 of 3 treat packages had poultry/chicken in them. This is toxic for my dog. I contacted customer service about the issue, Two replacement treats were sent. The replacement took 21 days to be received. After assurance no more poultry would be sent, the 2nd box also contained 2 packages containing poultry. In addition, the two dog toys included, which were supposed to be for a Papillion (small dog) are huge, almost as big as his head. Completely inappropriate and not usable. This was 2 of 2 boxes with inappropriate treats or toys for my dog, Again, I attempted to call the customer service number, and the recording told me to use the live chat. As usual, the live chat was offline forcing an email customer service experience.. I was told while they do give refunds, refunds are only given if the box is unopened. How am I supposed to know the treats contain poultry, or the toys are inappropriately sized for my dog unless I open the box? So a refund was refused by Bullymake. I asked for them to cancel any remainder of my subscription. I was told because I signed up for a discounted 3 month subscription. I was locked in and would have to pay for another month. I then asked for someone in management to contact me or for a management phone number.The next response included an option to change the subscription to a one month box, and this would allow them to cancel my 3rd upcoming box. BUT, to cancel the 3rd box, and to ensure the subscription would not be renewed, I had to pay $19.80 upfront. I am seeking a refund $41.72 for box 2 which we cannot use at all and a refund of $19.80 for the coercive charge to change and cancel the subscription. Also, I would like formal communication with management and an apology for placing my dog in ***** way, not once but twice by sending poultry treats despite the dogs profile saying no chicken.