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Business Profile

Pet Supplies

Dr. Marty Pets
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Dr. Marty Pets's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 78 total complaints in the last 3 years.
    • 18 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/30/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      06/30/2025 Business did not sent email in a timely manner so that I could verify my email. When I contacted their chat system, the person replied that I needed to change my password which I hadnt initiated and then ended the conversation abruptly. I reconnected with chat and **** asked me for my address to see if I was still online and then also hung up. This was unprofessional or a problem with their chat system. I will not use their business.

      Business Response

      Date: 06/02/2025

      We are so sorry to hear of the experience. I have checked your account and do see that you have been removed you from our mailing list. It may take up to 7 business days for the change to take effect. Please accept our apologies if you receive any more emails during this time period. Thank you for reaching out.

       

      Customer Answer

      Date: 06/04/2025

       
      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:04/18/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      Order on 4/6 and shipping update from dr *********************** I have included the order and in this complaint, I emailed dr ********************** on 4/12 because the post office didn't show received still. No response to my email. I called dr ********************** and was told that it had not been long enough to wait a few more days. I called today and was told that my order would be delivered today & that there was a new shipping number. I did not think to ask for the new shipping number. I called back later and did not mention that I had been told that the order was supposed to be delivered and i was told that **** had returned the order to them and a new order would be sent. I told them i wanted a refund and was told a refund would be emailed to me today. What I got was an email with a new order.

      Business Response

      Date: 04/18/2025

      I sincerely apologize for any frustration you may have experienced while waiting for this order to arrive. I have checked your account and do see that you have been successfully refunded for your order on 4/17/25. You will see the refund back in your account in 3-5 business days. Thank you for reaching out, have a great rest of your day

      Customer Answer

      Date: 04/23/2025

       
      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. I will however say that no one should be lied to about an order. No one should have to spend the amount of time I spent to cancel an order and receive a refund. Thank you, BBB.

      Sincerely,

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

    • Initial Complaint

      Date:04/15/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      date of transaction was 03-24-25 ordered 3 bags of dental chews for small size dogs. lot number *****. My dog will not eat them at all. Would like to have Nature's blend small breed, she will eat that very well. I do not have a price on this. Hope you can help me resolve this problem, Thanks ***** ********

      Business Response

      Date: 04/15/2025

      I am sorry for any frustration while using the product. Keep in mind that you are covered under the 90-day money back guarantee, if you feel the product is not benefiting the way you had hoped, you can reach our customer service team at ************** and a representative would be happy to further assist you with your order.  Thank you for reaching out.

      Customer Answer

      Date: 04/17/2025

       
      Complaint: 23206863

      I am rejecting this response because:

      Received your information and they can just refund the money for the dental chews. Do I need to return them with my own money. Otherwise my dog likes all their food. Thanks for the help

      Sincerely,

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

      Business Response

      Date: 04/18/2025

      I am so sorry to hear you that your pup didn't like the dental chews  I have checked your account and do see that you have been issued a Return Authorization for the order. Plesae follow the return information to receive a full refund. Thank you for reaching out.

    • Initial Complaint

      Date:04/10/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 ordered dog food and I never received it.I was provided a bogus tracking number and I want my money back.Customer service said they issued a credit that I also never received confirmation of.

      Business Response

      Date: 04/10/2025

      I sincerely apologize for any frustration you may have experienced while waiting for this order to arrive. The tracking number still shows the package is in transit. I have checked your account and do see that you have been successfully refunded for your order on 04/09/2025. You will see the refund back in your account in 3-5 business days. Thank you for reaching out, have a great rest of your day

      Customer Answer

      Date: 04/10/2025

       
      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:04/09/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Whenever i try to skip a shipment the website just buffers and never connects. I then cancelled my subscriotion and they are still shipping orders. I called the 800 number and complained and cancelled qndvthe food keeps coming!

      Business Response

      Date: 04/09/2025

      I sincerely apologize for any frustration. I have checked your account and do see that the memberships have been previously canceled and no new orders have been billed. Thank you for reaching out, have a great rest of your day

    • Initial Complaint

      Date:02/06/2025

      Type:Product Issues
      Status:
      Answered
      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 3 packages of Dr. Marty's Poultry and Salmon dry cat food on 12/23/24. It clearly states 100% money back guarantee if not satisfied. My cat would not eat this food. It has a very strong odor. I called to return it and was advised to take a break and then taper back mixing the food with low sodium chicken broth which I did. My cat would still not go near it. Now I have to pay to ship this food back. This company is far from transparent in their big badge stating 100% money back return. I should not have to pay shipping for this inedible product.

      Business Response

      Date: 02/06/2025

      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 **************************************************************************** you for reaching out.

    • Initial Complaint

      Date:12/31/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 visited their web site on the 132/20/2024 and noticed a 25% reduction on an order (EMAIL25) if I agreed to receive some marketing info. I did so and placed an email order for 12 packages of their dog food. After placing the order, I noticed that they did not give me the promised reduction. I emailed them for the reduction and received an answering email which stated that they were unable to change the price of the order. I guess they never heard about credit card credits as well. as debits. I emailed again and told them that, if I didn't get the reduction, I would return the dog food under their 90 days return policy. The dog arrived at the inflated price and I have since been able to contact them for the return. The web site is locked against my return attempts. Even while I am signed in, I am unable to navigate for the return , and they claim my sign in is incorrect and I need to sign out and then sign in again again. But the site won't allow me to sign out or in. In particular, I was unable to access my order history ; the little spinner just keeps going round-an-around. I then went to my computer history and recalled the file that occurred just prior to all the Mickey ***** games. I was finally able to access the return for, filled it out with my personal data ( including my email address) and the order number which I copied from the delivery box. I submitted the form, which was refused because they have no record of my email address (which I am signed in with) and that I have provided an unknown order number (which I copied from the order carton). Do these people really have BBB A+ rating as displayed on their web site?

      Business Response

      Date: 01/03/2025

      I sincerely apologize for the difficulties you experienced while navigating our website to process your return and refund request.

      We understand how frustrating this must have been and are committed to making this right.

      To resolve the issue promptly, we have processed a full refund for your order.

      Please allow 3-5 Business days for the refund to reflect in your account, No need to return the product.

      Thank you for bringing this to our attention. Your feedback is invaluable in helping us improve our services.

      Customer Answer

      Date: 01/03/2025

       
      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:12/19/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Third request to be removed from the mailing list. I dont have a pet. Still receiving irritating emails.

      Business Response

      Date: 12/19/2024

      I apologize for any frustration.  Per your request, I've gone ahead and removed you from our mailing list. It may take up to 7 business days for the change to take effect. Thank you for reaching out, have a great rest of your day

    • Initial Complaint

      Date:12/17/2024

      Type:Delivery Issues
      Status:
      Answered
      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 placed order on 10/08/2024 and as of today I have not received my order. I have sent them several emails and nobody ever responds to them. I continue to get surveys from them to rate my satisfaction, and I continue to leave unsatisfactory reviews, which also its not followed up on by the company.

      Business Response

      Date: 12/18/2024

      I am sorry for any frustration. I have checked your account and do see that your order shows as delivered. I also do show that your emails have been replied to by various agents providing order status and offering a reshipment. I would recommend checking your spam/junk folder for the replies. I would also suggest reaching our customer service team at ************** and a representative would be happy to further assist you with your order.  Thank you for reaching out.

      I have also resent the tracking information.

    • Initial Complaint

      Date:12/17/2024

      Type:Billing Issues
      Status:
      Answered
      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 bought $90 worth of dog food from Dr ******************** guaranteed to be healthy for me dogs and all it did was make my Yorkies vomit. I followed directions to a tee and without success. The food was just too strong for their bellies and they could no longer eat it. I returned the food and I had to pay $25 to shop back food that made my dogs sick. Not only did this venture cost me $25, it was a huge inconvenience on both of my puppies eating regiment. I called Dr ******************** for a credit on the $25 and was told no. I want the $25 it cost me to try this food without success. My account is *********************

      Business Response

      Date: 12/18/2024

      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 andConditions listed on our website does state the consumer's responsibility in return ************ 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 infull. Please allow 3-5 business days for that refund to reflect back to your account. Thank you for reaching out, have a great rest of your day

      Customer Answer

      Date: 12/27/2024

       
      Complaint: 22695461

      I am rejecting this response because: it would have been one thing if my dogs simply did not like the food, but Dr ********************** food made my dogs extremely sick vomiting and fever. In good faith, I tried his healthy food and in the end I ended up with 2 AKC teacup Yorkies becoming very sick and a $25 bill to send this garbage back to where it came from. If I dont get my $25 back, Ill go public and show the cost of my vet bill for the care my dogs needed after trusting this Dr. 

      Sincerely,

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

      Business Response

      Date: 01/03/2025

      We understand you are not satisfied with the responses we have previously provided or the refunds we have issued. This is, however, the remedy we can provide for your complaint. Please refer to our websites terms and conditions section for more information. Thank you.

      Customer Answer

      Date: 01/08/2025

       
      Complaint: 22695461

      I am rejecting this response because their food is poisonous to dogs and they should not be in business.

      Sincerely,

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

    Dr. Marty Pets is BBB Accredited.

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