ComplaintsforBudgetPetCare.com

• Initial Complaint

  12/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered some flea medicine on 8-1 and 8-7 they cancel my order without contacting me and explaining why they cancelled it. I emailed them asking why and they said "We tried to contact you several times on your registered email to verify this order as it was your first purchase with us." But they did not contact me, I have no emails from them. * ********** **** *** ** ******** **** **** ***** 

  Business response

  13/08/2024

  We sincerely apologize for any inconvenience this situation may have caused.
  
  We attempted to reach you several times via your registered email to verify your first purchase with us. As we did not receive a response, we had to cancel your order and process a refund on 08/06/2024. Please allow 3-5 working days for the refund to appear in your account.
  
  To make things right, we would be happy to reinstate your order with the additional discount. Please call us at our toll-free number to proceed.

  Customer response

  14/08/2024

   
  Complaint: ********
  
  I am rejecting this response because: I did not receive your emails, I have checked every box in my email and have not received any communications from you. I do not expect a discount I expect the product sent to me on your dime, as the cancellation was not requested by me and you took it upon yourself to cancel my order. * **** **** ** **** ******* ******* ********* ***** ***** **** ******* **** ***** ***** ****** **** ***** **** *** *** **** ***** **** ********** ***** *** ** ********* ** **** **** ** **** ******* **** ** ****** ** ******* *** ** ***** **** ******** ******* ** ****** *** ***** ***** ** ** ** ***** **** ** **** *** ** ***** **** **** ** **** *** **** **** ********** *** ** ***** **** ******* ** *** **** **** ********   
  Sincerely,
  
  Cara *******

  Business response

  14/08/2024

  Please call us at our toll-free number to place the order with discount and we will be happy to assist you further.
  
  Apologies for the inconvenience caused.

  Business response

  30/08/2024

  Dear Cara,

  Thank you for your email.

  We apologize for any inconvenience caused.

  To safeguard against fraud and confirm your order, we sent you multiple system-generated emails to your registered email address, ********************, between August 2, 2024, and August 6, 2024. These emails may have ended up into your junk or spam folder.

  Unfortunately, we did not receive a response from your end, and as a result, your order was canceled. The full amount has already been refunded.

   

  We are committed to offering you the best possible resolution. While we cannot ship the product free of charge, we are pleased to offer you a discount. Please call us at our toll-free number to place a new order with the discount, and we will be happy to assist you further.

   

  For any assistance further please feel free to call us at our Toll-Free Number or email us.

   

  Thank you for providing us an opportunity to assist you.

   

  Kind Regards,

   

  Nick

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

  Customer response

  30/08/2024

   
  Complaint: ********
  
  I am rejecting this response because: not an acceptable response 
  
  Sincerely,
  
  Cara *******

• Initial Complaint

  12/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  3/30/24 ordered apoquel for my dog. They say it will ship within 24 hours but today is April 11th and still I have not received the medication. Because the dogs in infection is so bad I had to go elsewhere and purchase the apoquel because of their delay. I do not need the product anymore since it's been treated and I would like a refund of the money I paid. I have called a number of times and finally reached some gal that did not want to help me and told me that it had already been sent. This was last week 8 days ago. Order #******* , customer #******. She gave no reason why it's taking so long and as of today it's still not here ** * **** ** **** * ********* **** **** ******** **** ****** ****** *** since I already bought the medication elsewhere due to the delay I no longer need it from there. I told the girl that and she said to refuse delivery which I said of course I said I planned to since dog is better. I would like a refund!

  Business response

  18/04/2024

  As a small-scale pet retail store, our primary commitment is to offer our customers high-quality pet products at the most competitive prices and we also provide free shipping worldwide. Our all orders are processed and dispatched within 24 hours unless placed on a holiday or during the weekend which we have also mentioned in our shipping policy. Since the order was placed on weekend, it was dispatch and shipped on Monday 04/01/2024. Depending on the location, majority of the orders shipped within the US continent are delivered within 10-15 business days. The tracking number of your order is ************* which confirms that your order was delivered in or at the mailbox at 12:17 pm on April 11, 2024 in ***** ******** ** *****. However, since you have not received the order we had initiated full refund of $****** on 04/04/2024. If you wish to keep the product then we are happy to provide you additional discount or else you can refuse the delivery of the order by taking it to the local post office and mark it as 'Return to Sender' so the product will get back to us. Your trust in our products and services is our top priority, and we're here to ensure your pet's well-being and your peace of mind.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Once purchased, I did not receive an order confirmation. I cannot Log into the website to review my Order. When I request a password reset, nothing happens. I sent an email to complain about how I was charged for a 6 month NexGard Flea and Tick medication for 4,1-10 kg dogs and received 3 months. The ********************************* came back as a no-reply email. I was asked to rate the Purchase, but the survey would not process unless I was forced into giving it a higher star rating, then went to a **** error. My order delivery contained smashed boxes. * ** *** **** **** **** ** * ***** *********

  Business response

  18/04/2024

  We apologize for the inconvenience caused to you. As we have checked, you are our loyal customer since 2009 and your trust in our products and services is our top priority. Please note, your password has been updated to ******** You can use this password along with your email address to log-in to your account. Once inside your account, you can also change this password. There are certain criteria that we have to follow up in case if customer has not received correct product or damaged boxes. We are happy to assist you with a desired resolution and we request you to please share the pictures of product that you have received on our email i.e. ************************************ Also, kindly confirm the number of doses that are in usable condition. We're here to ensure your pet's well-being and your peace of mind.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I HAD PLACED SEVERAL ORDERS WITH THIS COMPANY AND EACH ORDER OVER $****** THE LAST TIME I ORDERED the order never arrived and I was told that delivery shows it was delivered. Well it was never delivered and I told company that I wanted replacement or refund and they said they would do neither because it says it was delivered. I told them I don't care what it says it was not delivered. Now they stopped me from ordering from them and I had earned lots of loyalty points on there site.

  Business response

  18/04/2024

  We apologize for the inconvenience caused to you. As a small-scale pet retail store, our primary commitment is to offer our customers high-quality pet products at the most competitive prices and we also provide free shipping worldwide. Since you have not received the order after showing it was delivered, as per your request full refund was initiated for the order on 07/06/2024. We request you to please call us at our toll-free number ************* to place the order with discount and we will be happy to assist you further. 
  
  

  Customer response

  18/04/2024

   
  Complaint: ********
  
  I am rejecting this response because it has not addressed the issue.

  I tried several times to place order online and even calling to be told its out of stock, turned around and called from different number and it is available ***** **** ***** *** *** * *** *** I was told I'm blocked from buying from them do to being refunded for item not received.

  So how do I get my points I earned?  ****** * ***** **** ** **** ***

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

  
  
  Sincerely,
  
  Randy *****

• Initial Complaint

  18/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a bravecto flea pill from this company March 12th and paid extra for tracking. It is the 16th of March and have not received any tracking, when you call the number no one answers and I have gotten no response through email. I want a refund of my ** dollars

  Business response

  18/03/2024

  We apologize for the inconvenience caused to you.
  
  The tracking number of your order is *************, you can track it on ************
  The order has been dispatched from our facility, once it arrives in the US and is handed over to **** you will be able to view further tracking updates.

  Since the order has been shipped we can not cancel it. Kindly refuse the delivery of the order by taking it to the local post office and mark it as 'Return to Sender' so the product will get back to us.
  
  Also, as per your request we have refunded the order value back to your same payment method.
  
  Please allow 3-5 business days for the refund to show up in your account.
  
  If you still wish to keep the product then kindly contact us so we can assist you further.

• Initial Complaint

  20/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  1.Company is located in Canada so I was under impression that is where orders came from 2.Package was processed and sent from Singapore 3.My mailing address on invoice is correct however my package and tracking confirmation shows package was delivered in a city 50 miles away from my address. I am a first time customer and I will NEVER use this ******** company again. I want a FULL REFUND

  Business response

  20/02/2024

  As a global online pet retail store, our primary commitment is to offer our customers high-quality pet products at the most competitive prices and we also provide free shipping worldwide.
  
  At our global online pet store, we operate from multiple strategic locations across the globe, allowing us to efficiently dispatch orders from the nearest warehouse based on product availability. This means faster delivery times and cost savings for our customers.
  
  We have shipped your order from one of our facility in Singapore on the same shipping address that you have mentioned while placing the order however, **** has misdelivered the product on wrong address.
  
  Rest assured, we have processed a complete refund for your order placed on 02/04/2024. Please allow 3-5 business days for the refund to show up in your account.
  
  Also, once you receive this order, please contact us for the return procedure. If you still want to keep it then we will offer an extra discount.
  
  
  
  
  
  

  Customer response

  20/02/2024

   
  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.
  
  Sincerely,
  
  Val *****

• Initial Complaint

  27/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed order for 2 products ********* and *******. Requested 6 doses of each. Package was delivered however their is evidence of tampering with the packaging ** **** ** ******** ********* ********* says and show 6 chewable in original manufacture packaging and not opened. The ******* box shows 3 tablets but the factor seal has been broken and the label installed says 6 doses have been place in box. How does one know the original product was  Put in box and if they needed to ship 2 box factory sealed why would they. I am not taking any medication that shows signs of tampering and I will not give to my pet. I have tried to e mail customer service and **** ********* * **** ****** ** ***************** *** no one has reached to reply to my complaint. * **** **** **** ****** *** *** **** ***** **** ********* *** **** ***** *** I would like a refund for the *******. ************* ** * ******* **** ******* 

  Business response

  27/11/2023

  Dear Terry,
  
  We apologize for the inconvenience caused to you.
  
  As we are not based in the United States, our product packaging does not look like the product sold in the USA. This makes our pricing competitive and we are happy to pass on these discounts to our customers.
  
  Despite the difference in packaging, we would like to assure you that all our products are genuine and are official versions manufactured by the same manufacturer who makes the equivalent product for the USA market.
  
  Since we provide free shipping on all our orders, our shipping team inserts extra doses in the same box and ship to our customers to save shipping cost.
  
  However, we have arranged a prepaid envelope to return the order. Please allow 5-7 working days for the delivery of the postage paid envelope.
  
  Also, we have refunded the amount for the order #******* placed on 11/01/2023. Please allow 3-5 business days for the refund to show up in your account.
  
  Kindly notify us once you return the order with the envelope.

• Initial Complaint

  21/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Budget Pet Care Order date: Nov 6, 2023 Total Money Paid $***** ******** ******** * **** ***** ******** Medicine inside box looked different than what we have given our dog in the past, and I wasn't sure it was actually ********. I wasn't comfortable giving this to our dog at all. Also concerning: I see on the return label there is no business name. I would like a refund. I can send back the package if an envelope or label is provided.

  Business response

  21/11/2023

  Dear Brittney,
  
  Thank you for contacting us.
  
  As we are not based in the United States, our product packaging does not look like the product sold in the USA. This makes our pricing competitive and we are happy to pass on these discounts to our customers.
  
  Despite the difference in packaging, we would like to assure you that all our products are genuine and are official versions manufactured by the same manufacturer who makes the equivalent product for the USA market.
  
  We only sell products from reputable and leading international brands. In addition, we meet or exceed manufacturer's guarantee and you can be assured that every product we sell is of the highest quality.
  
  However, as you are not satisfied with the product we have initiated a refund for the order value.
  
  Please allow 3-5 business days for the refund to show up in your account. We apologize for the inconvenience caused to you.

  Customer response

  23/11/2023

   
  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.
  
  Sincerely,
  
  Brittney ******

• Initial Complaint

  25/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Why does the actual box state there are 3 doses but has a sticker that was added to the box saying there are 6 doses? I ordered 6 doses, but this makes me wonder if there is an issue with the product's authenticity or quality. It's very concerning for my dogs' health. Also, the product is now being shipped from ********** It used to be shipped from the *** **** **** ******* ** *** ******** *** **** ***** **** ** **** ** ** *** *******. *** ****** **** ******* ** *** **** *** ** *****

  Business response

  25/10/2023

  As a small-scale pet retail store, our primary commitment is to offer our customers high-quality pet products at the most competitive prices and we also provide free shipping worldwide. To optimize shipping costs, our shipping team occasionally includes additional items in the same box, always mindful of maintaining the authenticity of the products within, as long as the blister pack remains unaltered.
  
  At our global online pet store, we operate from multiple strategic locations across the globe, allowing us to efficiently dispatch orders from the nearest warehouse based on product availability. This means faster delivery times and cost savings for our customers.
  
  Rest assured, we take pride in the authenticity and quality of our products. If, for any reason, a customer is dissatisfied with their purchase, we are committed to provide a full refund and the customer can return the product they do not want to use. Our customer support is readily accessible through various channels, including chat, email, and our toll-free phone number. Your trust in our products and services is our top priority, and we're here to ensure your pet's well-being and your peace of mind.

• Initial Complaint

  12/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 10th of 2022, I placed an order with Budgetpetcare. 11 months later an auto-ship was processed on November 26th for $******. I contacted Budgetpetcare because I didn't realize the order was on autoship and my address had since changed. Unfortunately, they were not able to cancel the order or change the shipping address. I knew the people who still lived at the address and was in contact with them to arrange to have the package shipped to me after it was delivered. However, the package was not delivered. **** will only deliver a package if the name on the package matches the listed residents. I am guessing because I was not listed as a resident at the address, **** did not deliver the package. In any case, the package was not received. I contacted Budgetpetcare and they were not willing to help me so I asked them to cancel the autoship order to avoid having this happen again. Today I got a notification that I was charged again for the autoship and it was being sent to that same address. I immediately reached out and asked them to cancel the order. This time they were able to cancel it. However, I was upset that it had not been canceled before because the same thing could have happened again with a missing order and I don't even know anyone who lives there anymore. I can't afford $*** orders that I don't receive. I again asked about the order from November and was told they couldn't help me because it was too long ago. However, they weren't willing to help me before so I don't believe that is why they won't help me. They offered to reship the order if I paid 50% of the cost. I am not willing to pay another $***** to get my order. * **** ** ******** ******** **** **** ******* ** *** ** *** ********** ** ***** * ******** ******** *********** ** ****** ***** **** **** **** ***** It would have been nice if they just replaced the missing order.

  Business response

  12/10/2023

  Dear Sir/Ma'am, 
  
  We acknowledge the issue at hand and have promptly informed the customer about it. In order to address this situation, we are willing to offer the order to the customer at a 50% reduced cost, recognizing that this mishap affects both parties negatively. It's important to note that the customer had initially chosen an auto-order option during the first order placement. Consequently, it becomes the responsibility of the customer to keep us updated in a timely manner regarding any changes to their auto-order or their address, particularly when they are relocating to a new one.
  
  Moreover, we have a system in place to send notification emails to customers prior to processing any auto-orders. Despite these notifications, we regrettably did not receive a response from the customer. As a result, the auto-order was processed using the same address, leading to the delivery being made to the old address.
  
  However, we are still willing to make things right and request the customer to contact us with the updated address and we shall provide a replacement order at free of cost. 
  
  We hope this resolve the issue for the customer.

*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. ↩