ComplaintsforDr. Marty Pets

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After visiting the official web site www.drmartyspets.com and viewing the LISTED prices, I proceeded to give my email address, to get a discount code for 25% off as a new customer. However, when I placed the order for six bags instead of being the $170 price listed on the website, the price suddenly became $323.70! With the 20% off I still paid $242.74!! DOUBLE THE PRICE LISTED. after 45 minutes with customer service, they told me all I had to do was log in to get the lower price however, 1) I wasnt logged in when I SAW the LISTED price to begin with, and 2) when you login theres nowhere to put a discount code, so that argument makes no sense! That is false advertising and a total bait and switch scam! *** never encountered a company thats so brutally tried to rip off their new customer! They increased their price by over double and pretend to give you a better price with a coupon. AWFUL and DISHONEST! We shouldve got 25% off $170. End of story.

  Business response

  08/29/2024

  I sincerely apologize for any frustration with the ordering process. I have checked your account and do see that the discount code was applied to your order. I can also confirm that you do have to be logged into the account to receive ta deeper discount as stated on the website drmartypets.com/product/natures-blend/ . Nonetheless, I have issued a partial refund of your order for any inconvenience caused. Please allow 3-5 business days for this to reflect back to your account. Have a wonderful day!

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have reached out to this business TWICE, requesting CANCELLATION of the subscription. I have confirmation that those requests have been completed. However, TODAY 8/8/24, I receive another shipment of dog food from this company. I am UNWILLING to pay for something I didn't order. I have asked via email as well as their live chat to have a shipping label sent to me so I can return the product and not be charged for something I no longer want. I keep getting the run around.

  Business response

  08/09/2024

  I sincerely apologize for any frustration. I have checked your account and do see that you have been successfully refunded for your order. You will see the refund back in your account in 3-5 business days. I do also show that the membership itself has been canceled. We also do recommend cancelling the membership with ******* Thank you for reaching out, have a great rest of your day

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered food for my dog from this company and he wont go near it. It smells horrible and now they want me to pay postage. I read that but was so convinced he would LOVE it that I felt I wouldnt have to ship it back. I wrote immediately because I bought a subscription that I didnt want. I was going to try one bag to see if he liked it. I want my money back $67.40. Its very expensive and the food is unacceptable

  Business response

  08/05/2024

  We are sorry to hear that this did not make for a good fit and for any frustration it may have caused.  I have checked your account and do see that you have been issued a return authorization number. 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, have a great rest of your day!

  Customer response

  08/05/2024

   
  Complaint: 22085774
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Dr. ******************** food based on reviews and money back guarantee. Unfortunately, my dog wanted none of the food in any shape or form. I have returned 2.5 packages for a refund. My biggest complaint is that most businesses stand behind product and offer return shipping. Since I had spent over $90, I couldn't afford to throw it out. However, return shipping to California from ******** cost $18.60. Return Tracking #********************** They could have offered a shipping label since they get merchant rates and insist on guarantee of food. The only other time my dog refused to eat dog food was because it had spoiled and was moldy.

  Business response

  07/22/2024

  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 and
  Conditions listed on our website does state the consumer's responsibility in return shipping. You can view this at **********************************. Thank you for reaching out, have a great rest of your day!

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have several cats. I ordered Drm . Marty's cat treats and food. Not 1 of my cats would touch the treats. I left the treats down for several days and still not 1 of my cats would touch the treats. I called their number and told them my issues. They did stop the food order my never did I receive a refund. It had been approx 7 to 8 Mos. and have never heard back from them.

  Business response

  07/19/2024

  I am so sorry to hear of the experience and want to ensure a resolution is made for you today so I have issued a refund for your order in full which should reflect back to your account in 3-5 Business Days.  I have checked your account and do see that you have been previously refunded for the food order on March 13,2024 Thank you for reaching out!

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The company continues to send orders and charge my card after repeated refunds and subscription cancelations. I'm getting nowhere. It just keeps happening.

  Business response

  07/09/2024

  I am so sorry to hear of the experience and want to ensure a resolution is made for you today so I have issued a refund to your order in full which should reflect back to your account in 3-5 Business Days. I do also show that you had multiple memberships but all the memberships have  been canceled. Thank you for reaching out, have a great rest of your day

  Customer response

  07/14/2024

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  DELIVERY LEAVING PRODUCT BY GARAGE INSTEAD OF PLACING FRONT PORCH AND CAUSING CAR BACKING OVER PRODUCT ALL DELIVERIES ARE PLACED ON PORCH EXCEPY PRODUCT SHIPPED BY YOUR FACILITY THEY NEEDTO PLACE BOX ON FRONT PORCH OR I WILL DISCONTINUE BUYING THIS PRODUCT THANK YOU

  Business response

  07/09/2024

  I sincerely apologize for any frustration caused by the  shipping courier. I would recommend contacting the courier itself once the tracking information is available and providing them with special instructions when delivering to your address.  Thank you for reaching out.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11-March-2024, I ordered pet food products from Dr. ********************* After finally receiving the full order, I began to introduce this new food to my cats daily eating. The result was that none of my cats would consume it. I tried methods of preparation given by their website, and from suggestions sent to my email from a customer service rep for ********************** pet food. No matter what way it was served, my cats just did not like it. They hissed and growled at it actually. I contacted Dr. Marty's customer service to initiate a "money back guarantee" return. On 12-April-2024 @ 11:53 A.M., I received an email from "Cheyenne *** I was told that I had some time to go within that 90 Day Money Back Guarantee, that would end on 12-June-2024. I took the return partial to a local **** on 10-June-2024 @ 3:47 P.M., and paid $18.60 to have it shipped back. I was not seeing my "Money Back Guarantee" credit to my credit card, so I contacted Dr. Marty's customer service again inquiring about it. Days later, (they are incredibly SLOW at responding if they even do it) on 01-July-2024 @ 4:12 P.M., I received an email from "**************" @ Dr. Marty's stating that I will not be refunded my "Money Back Guarantee" claiming that I returned it after the 90 days which she wrote was up on 14-June-2024 which obviously contradicted what her colleague "********************" had written earlier. Either or, I still had it paid and shipped on 10-June-2024! For all of this inconvenience, and an obvious discourteous attitude steaming from "**************", I am seeking my full "Money Back Guarantee" and the cost of shipping that better business's offer as routine cost of business. Email threads and a date stamped photo of the partial taken at the post office is available upon request.

  Business response

  07/08/2024

  I sincerely apologize for any frustration with the ordering process and when working with our customer service teams. Our Return Policy within the Terms and Conditions listed on our website do state the consumer's responsibility in return shipping. You can view this at drmartypets.com/faq-bridge/#returns-exchanges. We want to be sure our customer concerns are being heard so we have refunded you for your orders in full as of today. Please allow 3-5 business days for those to reflect back to your account. Thank you for reaching out, have a wonderful day!

  Customer response

  07/15/2024

   
  Complaint: 21947095
  
  I am rejecting this response because:

  Although the business is able to operate their business as they see fit, but always within the legal uniform process in all states of the country, and not selective for case by case. I am NOT saying that this was my situation but I'm simply wanting this point emphasized. I choose to not accept 100% for this particular transaction because the cost of shipping and handling costs should NOT be passed along to the consumer(s)! That is a particular business expense that more than not is absorbed by a business as a routine cost of doing business to hopefully encourage that consumer and those that they may refer your business to them. Leaving a positive impact on current customers as they will remember the positive experience that they had with a business more than likely will see that customer return to your company and be an ongoing customer for the future. If I had been refunded for both merchandise and the return shipping cost, I would have shopped with you again, and consciously referred your company to countless other potential customers. As it was not the solution to my experience with this business, I am not able to recommend it to others. It is too bad, because I was rooting for your business too!
  
  Sincerely,
  
  *********************

  Business response

  07/15/2024

  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 response

  07/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me, but WILL ACCEPT the resolution in order to close this chapter of dealing again with yet another dead- common unethical and ***** manufacturere that is one of a "million+" polluting the consumers markets. As my response to this matter is to ACCEPT and move on, I will be doing that, but will not ever give this business a positive endorsement to anyone who asks. Relying on hyperlinks to make your business seem legitimate in its practices and shortcomings is very sad! 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1st order4/23/22 *pic #1 "This was same time the false advertising is visible & pushed 2consumer w/ false $$ savings vows *pic#2 Total 1st nonaccount member pricing "total$29.95Shipping$4.95OrderTotal$34.90" *pic#3 2nd buy same day. unknown hidden transactions began.unaware of new buy due 2 misleading&confusing antics.u've thought u completed ur original order. U are not told urvvorder has been completed yet tho. instead thrusted onto an ad set up w/ after scrolling past the new best deal *** they give 2 options make it seem ur clicking button 2 move 2 finish original buy. but if u click the wrong 1 oops or even if mean 2 u just made an entire new order w/out ability 2 pic ur payment type, address 2 drop @ , no info on shipping costs or if both buys will arrive together or no?I hadnt given consent to save my pay type or address yet but they use it. U get new ad on nxt page.cycle repeats many times 2 where I call my ******** my order + new 1 i didnt do now 2. U must go throu 5-10 diff ads 2 get 2 the "end". aren't good w/ computer? u wont get 2 the end w/out accidentally buying more hidden things.*pic 3 **go & try 2 make buy tip tho buy only hrs that the phone customer service reps are open, cuz only then can u cancel ur order on time by calling must do so immediately or u may not able 2 cancel. doing this is relly the only way 1 experience for 1s self the insanity of it all & also picture what some1 who isn't computer savvy would experience trying 2 make what should be a very simply & straightforward buy. *2 view all orders made plz let me know & I will add them I was told on several occasions that if I joined &became apart of their Account Member I would receive 50% off regular pricing that of nonaccount members. Having made my 1st buy as a non-member, im able 2 see the price difference. There was none ZERO. Top it off, they email discount codes when you make order there is no place to enter them. When asked many many times never once given reply.

  Customer response

  07/01/2024

  A s.I just sent in my complaint today to you guys. But due to the *********************************** very simplified ways. Example? Here's a sentence normally. "And to get your money back What you had to do was call customer service representative to see whatever they had to explain to you". Now here is the simplified way " & 2 get ur $ back w/ u had 2 do was call custo. servi. rep. 2 c w/e they had 2 explain 2 u"
  
  
  So I'm really not sure if it will be readable to most. Because I had so many different grievance and concerns I had a lot to explain based off the questions the BBB showed to help give the full picture of the situation. I also cut all unnecessary words or expressive words to show my sheer disillusionments with the company. Which may also add another layer of confusion as it reads very disjointed and really flat almost as if I'm not concerned with the dilemma or as if I'm actually explaining what happened to someone one else but not myself... So if need be I can re write everything and I also have many more photos for evidence if needed. I just wasn't sure what would be considered helpful or relevant. So again if any are needed please let me know. Lastly I wrote it out following the questions osed by the BBB in the order they were written for the template for what I wrote. Due to lack of space I had to remove each question before what would have been the answer that followed that question. I hope some of this information helps make reading and understanding my complicated complaint easier. 
  
  
   
  
  
  -*****************************

  Business response

  07/01/2024

  I sincerely apologize for any frustration with the ordering process and when working with our customer service teams. The discounted offers are meant as an addition to your original purchase. 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 sharing and for your feedback, we always strive to improve our company any way we can based on the reviews from our consumers.

  Customer response

  07/04/2024

   
  Complaint: 21921483
  
  I am rejecting this response because:
  They did not response to any of the false advertising they do and made another false claim that the discounts are on top of my purchase? What discounts. No discounts are being given what so ever. Why am I given discount codes when there is no place to put these codes during checkout. As far as calling and reaching out to them. I have on several occasions and have been either hung up on or never responded to and as far as sending the product back for a refund, im still forced to shell out money for shipping. My issue is not with the product it is with the false advertising and unusable discount codes and false claims of savings that do not exist and hidden purchases made without the ability to decide which payment method I would like to use or even as to where I will be able to have these products delivered! Is false advertising and illegal and for someone who claims to have worked for ***** to be ashamed of themselves for doing such business practices as if they don't already have enough money as it is and yet still go and take from those who just want a good healthy product at a fair REAL advertised price.

  Sincerely,
  
  *****************************

  Business response

  07/09/2024

  I apologize for any trouble you experienced with placing your order. The special deals that appear after your initial purchase are usually a great option for our customers as they provide limited promotions with special discounts on larger quantities of product, as well as other related products to help optimize results. You do have the option of declining these special deals by selecting: No Thank You when they appear.. As to adding a discount code, the option is available on the shopping cart page that shows the total items in your cart prior to the checkout page .This page also offers the customer  the option to checkout as  a guest or login before continuing to enter billing information. Thank you for reaching out.

  Customer response

  07/10/2024

   
  Complaint: 21921483
  
  I am rejecting this response because:

  Again there is no option or place to put the discount codes and you still have not addressed the fact that you falsely advertise that once you become a member you will get discounted prices for everything from single purchases to subscription plans and I have yet to be able to use any of the coded discounts I've been given it's false advertisement I'd appreciate if you guys would stop advertising as if being a member will get you half off prices and dramatic discounts because as you're just alluded to I can check out being a guest and still receive all the awesome quote unquote discounts that are presented to me before being able to check out fully so what is it exactly and I'm getting by being a member? Because it's not as advertised I'm not getting any special pricing no special discounts nothing different than anyone else even in guest mode. Wouldn't you consider this false advertising I do.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 6 bags of their premium food as a bulk order purchase and their 90 day 100% money back guarantee. Contacted customer service and they offered me 30% back and I can keep the product (which my dog refuses to eat). Since it was such a large purchase I wanted a full refund. They sent me paperwork to return the products and its going to cost the same amount to return the product so really the money back guarantee is a joke because they know most people cant afford to ship the product back.

  Business response

  07/01/2024

  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 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 funds collected by our company have been refunded back to you in full. 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!

*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. ↩