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:09/08/2023

  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.

  This complaint is regarding the misrepresentation the company advertises as a 90 day money back guarantee. This is the only reason I ordered as I have a very picky pups. He did not like it. We tried the suggestions and gave it time - he would not ever even go up to the food - so I called to return it. They will accept the food back, but on your dime. Which is not at all outlined in their guarantee. It is misleading and wrong. When I emailed their customer service to discuss this further- they escalated my concern and then I never heard back. I reached out again- and I was given an offer of a $17 refund. On an over $65 bag of food. If you require the customer to return it on their own, state that. Shipping cost are very high and the guarantee is a scam

  Business Response

  Date: 09/11/2023

  We are so sorry to hear this did not make for a good fit and for any frustration caused while working with our **************** teams. Our Return Policy within the Terms and Conditions listed on our website does state the consumer's responsibility in return shipping. You can view this at ****************************************************** . We apologize for any inconvenience this may cause but can assure you that all funds collected by our company have been refunded back to you in full as of 8/16/2023. Order total on 6/24 was #BP699494 $64.15, and we refunded CR4433893 $64.15 on 8/16.  Thank you for reaching out, have a great rest of your day!

• Initial Complaint

  Date:08/09/2023

  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.

  I went to the Badlands Ranch website to purchase one package of superfood for my dog. Once there, they offered a lot of discount for "subscription". Therefore, I signed up for their 45 days-subscription. I have received the first package on the beginning of October 2022. After a week and a few tentatives to feed it to my dog without success I called their customer service. I explained my dog did not like the food at all, and I have requested a cancelation of my subscription and to return the food for a refund. In their website they advertise "90-days money-back guarantee" what they call 90-Day Refund Promise. When I called the **************** representative offered to refund 40% of the total price paid and said that if accepted that I could keep the food to donate. I accepted, thinking that this would be the nicest thing to do, since they would not be able to sell that package of food any longer. However, I have never received that refund. Moreover, the representative did not cancel my subscription. In November 2023, I got a message from them saying that my next order was going to be shipped. I contacted them immediately. They apologized and said that unfortunately - even if the order had not been shipped yet - they could not stop the process any longer. They told me to refuse to receive the package and it would go back to them. However, I could not refuse. The **** just drop the order off at my door and left. I got stuck with another package of their food. I contacted them again. After I requested to return the package which was intact and for the full refund, they replied to me with the same answer than before "we are so happy to hear you would like to accept our 40% refund". I had NOT accepted the 40% refund once more. I requested a FULL refund and an address to ship the package back to them. I still have NO ANSWER and I still have no refund for both orders. I would like to request that the company honor their refund promise.

  Business Response

  Date: 08/14/2023

  Hi there! I apologize for any frustration this may have caused you. We would love to assist you with a resolution as soon as possible. We have checked your account and do see that you have been successfully refunded for the order (************* *****) a 40% on 11/2/2022 (-$14.38). We would be more than happy to assist you with the remining balance, however the form of payment on file seems to be giving us an error. Would it be ok to reach out via the provided phone number on file in order to complete your refund as requested? Thank you for reaching out.

  Customer Answer

  Date: 09/07/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:01/15/2023

  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.

  CASE14708208 Badlands Ranch dog food I tried the food for my senior dog late July 2022. My dogs health drastically improved after a month on the superfood. After trying multiple brands I was pleased with the results. I initiated a subscription with a plan to feed my dog a ***** mix of Badlands and ******* dog food. I would have preferred to put my dog on 100% Badlands superfood, however it was not financially feasible."Due to high demand" shipping delays seemed to be the norm; averaging 1bout 7 days post order. This was creating a problem on our end as we would run out of the food before delivery. In November I changed my order date in an attempt to get ahead of shipping delays and maintain adequate food supplies. The December order was placed on December 22nd. It arrived January 9th. By then, my dog had been off the food almost two weeks. Her health issues slowly returned until finally, all benefits from the superfood were extinct. I contacted customer service to express my dissatisfaction and proposed a solution I thought would eliminate future issues with lack of sufficient food supplies caused by shipping delays. The solution, immediately ship 3 bags of food at no additional cost and a discount off of the January order. A reasonable solution to retain my business given the company's financial success.My proposed solution was rejected. No counter-offer was made to retain my business. I asked to terminate my membership. They complied with no problem in a long winded email with apologies, "our commitment to exceptional customer support service", blah, blah, blah. What a disappointment!The saddest part is that my dog's health ultimately pays the price. Without question, the quality of the food is exceptional. The formula works, at least in my senior dog's case. For us, it's back to the search for a food that is beneficial for her physically and emotionally; with no shipping issues or deceptive customer satisfaction guarantees.

  Business Response

  Date: 01/30/2023

  Hi there! We apologize for any frustration this may have caused you, we are so sorry to hear of the experience and want to ensure a resolution is made for you today so we have reach out via Email. Thank you for your time!

• Initial Complaint

  Date:01/10/2023

  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.

  We placed the order with Badlands Ranch dog food the order was placed On 12/21 2022 the order was for 3 dog food bags and 3 dog treat bags We paid $ ****** which was taken out On 12/22 2022 from my bank we still haven't received the product I called to verify when we would be receiving the product and they couldn't give me a date when we will be receiving their product it's been almost a month I asked for a refund and they told me they couldn't give me a refund this is shady business practices I would like With ur help to have this situation resolved and the company to be held responsible for this blatant disregard Of our consumer rights

  Business Response

  Date: 01/20/2023

  ***** us to begin this message by apologizing for the delay in shipment of your order as well as any inconvenience you may have experienced while waiting for this order to arrive. I am sorry to say, due to the popularity of this product and the high volume of orders we have experienced delays. I sincerely apologize for any frustration with the ordering process and when working with our customer service teams. We have checked your account and do see that this order has been successfully delivered. Thank you for reaching out.