Complaints

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

close

Find a Location

Kaytee Products Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Kaytee Products Inc.

  521 Clay St PO Box 230 Chilton, WI 53014-1476

• 

  Kaytee Products Inc.

  521 Clay St Chilton, WI 53014-1477

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:08/06/2024

  Type:Customer Service 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.

  Purchase two bags ***** food. ***** food not good. ******. Phone number on bag. Person called herself char. I don't know what kind of name that is if it's half of a real name. When I asked her her name again she was nasty. This person by the name of shore was unethical and deceiving. I asked for my two bags of ***** food to be replaced. I am from the *********** I feel she biased me. Rude rude customer service if I knew this was behind the food that I have bought for my birds for over 30 years I would have not. This woman was ugly and putrid in her customer service matters. When I told her I was going over her head she laughed at me and told me I can't touch her! This is bad business practices. I cannot believe the bird food company I have patronized has customer service agent this unacceptable and condescending

  Business Response

  Date: 08/07/2024

  Greetings, 

  We have reviewed complaint #********.

  We apologize for any inconvenience this experience has caused and would be happy to issue a refund under our satisfaction guarantee which is listed on the back side of the package of the Nyjer seed. 

  Please send us a copy of your cash register receipt via email along with your complete name and mailing information and we will process a refund check for you .

  We appreciate your continued support.

  Sincerely,

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

  Consumer Care - Manager

  Central Specialty Pet

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

• Initial Complaint

  Date:07/08/2024

  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 buy their ********************* thru Amazon and for the last 6 months, at least, their product has been of low to no quality. The hay has been brown, rotting, moldy, foul smelling and mostly clippings unfit for animal consumption. The hay is a primary staple of my rabbits diet and the hay ive gotten from them thru Amazon has been inedible to her.I dont know how this is acceptable to a business, to send out a rotting product for animals to eat and i know this is not what im paying $36 a pop for. There is obviously little to no QC going on in that business for them to be sending out a garbage product.

  Business Response

  Date: 07/08/2024

  Greetings,

  Please consider this the sole response to ********************** complaint regarding the Kaytee *********************' quality.

  We are truly sorry that the standards of the hay, which is naturally harvested in large fields, did not meet the expectations of this consumer. We pride ourselves on making sure that only the best product passes our quality inspections. We make sure that our stock is rotated and sent to our distributors in a timely manner. Although the product does not have an expiration date, it should be noted that ****************** purchased this product from Amazon and there were not lot codes provided in his complaint to determine its age or time of harvest.

  We do have a ************************ that would field and offer to resolve with this consumer open M-F 8:00 am - 4:00 PM and can be reached at 1-800-kaytee1. Again, we apologize that the product did not meet the expectation, but sending 6 months of product is unreasonable. We would certainly have no problem either refunding him for the cost of the subject product or sending a replacement bag provided the specifics were supplied regarding the product. If a refund is opted for, please provide a mailing address and a copy of the receipt.

  Regards,

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

  Manager/Consumer Care

  Central Specialty Pet

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

  Customer Answer

  Date: 07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear .

  You cannot wholly blame Amazon for the hat rottingits a chronic issue with your competition as wellOxbow is suffering from this issue and Ive got to wonder how it is 2 different companies have that same issue.

  It would imply that BOTH companies are failing at the Quality Control level and letting inferior product be sent to market.   If that is the case, that would open said companies to a slew of legal issues that could of been avoided if they had done their due diligence.

  Also, Amazon has stated that the rotting hay was shipped to them by YOUR company so that doggie aint gonna ****.  You need to reevaluate your processes and correct accordingly.  I due know how this game is played and how businesses should be runI owned 2 of my own.

   

  
  Regards,
  
  ***********************

  Business Response

  Date: 07/10/2024

  Greetings,

  We regret to hear that you have refused our offer of a full refund provided a dated proof of purchase and mailing address are supplied.

  We realize that you have many choices when it comes to purchasing hay for your pet. If you decide to change your mind about the refund, our offer stands. 

  We are aware that you have several choices when it comes to purchasing hay and we are sadden to have lost a customer.

  Sincerely,

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

  Manager - Central Specialty Pet

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

  Customer Answer

  Date: 07/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear here.

  I refused your offer due to the fact I have been reimbursed by Amazon already and Im not a thief and for the simple fact you categorically refuse to shoulder any of the blame for your inferior product and instead choose to blame Amazon

  Funny how I ordered ********************* thru Chewy and it came shipped fresh and green as it should have been thru you all and not brown and rotting.  Your QC regulations need a serious overhaul and if you dont improve things, someone will end up taking you to court, and no, I dont refer to myself.

  Your product in the deplorable conditions its been sent in will eventually make someones pet sick or will end up killing them.

  Do better.

  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/26/2024

  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.

  So Ive noticed that everytime I buy this hay it comes very dusty by the time I get to the bottom of the bag its just nothing but dust. Which every once and awhile is whatever but I just spent $16 for a 96 ounce bag and as soon as I open it its nothing but dusty and flakey to the point where my bunnies are now sneezing. Is there anything that you guys do about this? Ive been with this brand for their hay since theyve been born basically which is about four months now I just feel like they can do better on the hay especially since its not exactly cheap.

  Business Response

  Date: 01/29/2024

  Hello,

   

  Thanks for reaching out to Kaytee. We are sorry that you are are experiencing a less than satisfactory hay product. Hay is a naturally harvested product. It is harvested at different times of the year. Different times of harvest may yield different results.

   

  That said we would be happy to issue you a refund for your purchase of $16.78 (pet your provided receipt).

  Please advise on how you would like us to proceed.

  Sincerely,

  **********

  Kaytee

  Consumer Care - Manager

• Initial Complaint

  Date:10/03/2023

  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.

  I purchased a hamster cage that was eligible for a $10 rebate. I sent in the receipt, taped the actual cut out *** from the product on the receipt, and flowed the directions clearly. I sent in for the rebate only to get sent back the notice that I didn't send in the original *** cut out. Then the notice that this company sent back to me read to resubmit before the deadline on 31 October 2023. This company did not send me back my original receipt which was the only copy I had from the store. They failed to honor the rebate. I am demanding that they 1. HONOR THE $10 REBATE Since they failed to send me back my original receipt and the *** from the product package that was taped on the receipt I sent in.

  Business Response

  Date: 10/04/2023

  Hello,

   

  Please allow me to apologize for the inconvenience. There must have been some sort of breakdown in communications. 

  We will be happy to honor the rebate and send the consumer their due rebate of $10.00.

  Please send confirmation of the address of where we are to send the check. Please allow us 2-3 weeks for delivery.

  Thanks for your continued patronage.

  Sincerely,

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

  Manager- Consumer Care

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

   

• Initial Complaint

  Date:08/09/2023

  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.

  This is getting to be the most frustrating company Ive ever dealt with. I emailed them about the Kaytee fiesta parrot and conure food. The communication **** was absolutely HORRIBLE. Very very unprofessional rude and then have nerve to ignore my emails. The last 6 months buying there bird food has been a night mare we have 4 birds. We have containers we place our bird seed because of the fake Kaytee isnt smart enough to have a bag you can reseal. Ive been told by there employees I am not allowed to mix the food or put them in containers. Very much discrimination. The bags are supposed to be 4.5 lol they say that cause they give you 2 lbs of dust and mustard seed food that a African grey and parrots wont even touch. Sad the store has even had issues from them. We buy 2 bags at a time they sent us 1 coupon for a free bag. Lol thats a joke the bags are ***** and ***** the coupon says only good for $10.00 thats not getting a free bag. I now have 4 bags with issues and Miss **** wants to ignore and not care about the issues from her companys food whom she works for.

  Business Response

  Date: 08/10/2023

  Greetings,

  Please consider this our final response to this complaint.

  We have reviewed complaint # ******** for consumer *********************. ***** has an extensive history dating back to December 18, 2018 contacting Kaytee with complaints of quality, quantity and price of our products.

  December 18, 2018, we received a contact from her expressing her subjective opinion that there was "too much dust" in the product and that the product was "too expensive." We assured her that we would report her opinions to our QC department and sent her some $10.00 coupons for her troubles.

  August 15, 2019 we received another complaint from ***** regarding the cost of the product and another offer to send $10.00 coupons was made.

  October 13, 2021, ***** reached out to the company to say that she was down on her luck and asked us to send her free product because she couldn't afford it. We sent her more $10.00 coupons to use at retail.

  August 24, 2022 ***** called again to complain about the cost of the product and the fact that she was finding it hard to locate. Albeit we have been struggling with supply chain issues just like many other businesses at this time. 

  Which brings us to July 27, 2023 where she again has advised us that she was unhappy with the quantity and availability of the product.

  Kaytee has made efforts to accommodate this consumer for the last 5 years. We are truly sorry that we seem to have reached an impasse here, but this customer is free to choose another brand of bird food at anytime. 

  We feel that we have been more than reasonable given the circumstances and subjective personal opinions surrounding the crux of this consumers complaints and we await confirmation of this incident being resolved and closed.

  Sincerely,

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

  Manager - Consumer Care

   

  Customer Answer

  Date: 08/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I sure HOPE AND PRAY many many customers read this. How a company doesnt take ownership of there products and issues. You buy a product full of dust dang right we will make a complaint. Going all the way back to 2018 roflmbo 5 years get real. But please all consumers who is reading this.  You get this right a company who doesnt take care of their products or customers. This company will be bankrupt real soon count on that. Sad when a store even complains over their products. Goodbye Kaytee. When you cant even keep your full of dust and small mustard seed feed out of the bag yet raises your price yet put dust and mustard seeds size food to get your weight   Lol. I will never do business with a company who doesnt take care of their product or customers.  
  Please type your response here.]

  
  Regards,
  
  *********************

• Initial Complaint

  Date:01/17/2023

  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.

  Two months ago, my boyfriend and I bought a pair of gerbils. We bought a Kaytee starter habitat marketed for hamsters and other small animals. A few weeks later, we bought a second habitat, the Extreme Challenge habitat because we felt they needed more space. It was completely cracked upon receiving. We returned it and bought the same one at another restaurant. We attached the two cages by an extension tube, purchased separately and had another extension kit purchased separately. Upon having a new cage with many plastic tubes, the gerbils began chewing the tubes, as well as the slide and other parts of the cage. In fear, they'd either ingest plastic or eat their way out of the cage, we bought a chew proof cage of another brand. My boyfriend and I were unable to find the original receipt to return to the store, so I emailed Kaytee directly, and they informed me I could purchase new parts from their website and refused me any compensation for the cages that should NOT be marketed for gerbils. I will never buy any Kaytee products ever again, nor will I waste any more money on replacement parts that my gerbils would just destroy again in two weeks! I'm absolutely appalled they'd refuse any type of free replacement parts or a refund for the money wasted. $140+ wasted! Every single tube looked exactly like the one attached in the photo.

  Business Response

  Date: 01/18/2023

  Hello,

  Thank you for allowing us the opportunity to respond to this complaint. Please allow me to apologize for any trouble this event has caused our consumer. Our Crittertrail habitat line has been one of the most successful and pet-friendly products on the market for many years and we would never make a product that would be unsafe for its residents. That said, small animals that this habitat is designed for (gerbils, hamsters and mice) are known "chewers" and they need to constantly file their teeth down via the act of chewing. It is for this reason that we have an extensive line of pet safe chew toys to add to the habitats to divert their attention from other enticing areas. We do not make the claim that the habitat is "chew proof" but we do encourage providing other accessible "toys" for them to munch on.

  Kaytee would be happy to refund the consumer for their purchase upon review of a dated retail receipt. Since the manufacturer does not sell habitats factory direct, a proof of purchase is required.

  Please submit said receipt and mailing address and we will issue a refund check.

  Our apologies for the misunderstanding.

  Sincerely, 

  Nick

  Kaytee Products / Central Specialty Pet

  Manager - Consumer Care

   

  Customer Answer

  Date: 01/23/2023

  [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,
  
  ***************************