Complaints

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

close

Find a Location

Dr. Marty Pets 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

• 

  Dr. Marty Pets

  6320 Canoga Ave Fl 15 Woodland Hills, CA 91367-2563

  
• 

  Dr. Marty Pets

  23251 Mulholland Dr Woodland Hills, CA 91364-2732

  

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:06/12/2023

  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.

  Dr ********************** Website was broken. The Hold time for help over an hour. I sent an email asking to update address and shipping timing on a subscription. They sent the $301 item to the wrong address. I did not know this because they sent a broken tracking number. I Contacted the. again. This time they email my correct address with a tracking number shipping to the wrong address. There is clearly a breakdown and the did not bother to check the address or the shipping in the link before responding. We Can not get in touch with help for over 72 hours. When they respond they dont resolve and hold times are unmanageable. I want my money back since I never received the product and have no way of getting help resolving as their customer service is a mess. Thank you

  Business Response

  Date: 06/13/2023

  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 last two orders in full which should reflect back to your account in 3-5 Business Days. Thank you for reaching out! 

• Initial Complaint

  Date:06/05/2023

  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.

  Constant selling of more product than dog can eat. Now noticing problems with dogs digestion system. *** said to take her off of Dr. Marty's NOT GOOD FOR DOGS!

  Business Response

  Date: 06/06/2023

  We would never want you to feel any mistrust by our company in any way and always want our consumers to feel the benefits of our products. Thank you for sharing and for providing this very important feedback,we always strive to improve our company any way we can based on the feedback from our consumers.

• Initial Complaint

  Date:06/02/2023

  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.

  On 05/29/23 I placed an order for Dr. ******************** Nature's Blend Essential Wellness 16 Oz for 9 bags. $261.13 total spent.I received the order 06/02/2023 and ALL 9 bags are out of date since 04/28/2023. Expired dog food sold and unusable.

  Business Response

  Date: 06/06/2023

  The date found on your packaging is the product's Manufacturing Date, which shows when that particular product was made and not when it expires. The "Best by Date" for Nature's Blend is 2 years from the date on the product. Regardless, As of today, we have refunded you back for the orders and the refunds should reflect back in 3-5 business days. Have a great rest of your day.

• Initial Complaint

  Date:05/01/2023

  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.

  I have bought 4bafs of *************************** dried foid for my australian shepherd he is itching and gaving an allergic reaction. I have waited now the two weeks tosee if its something else and hes still having issues?The dig foid was " leaking" **** a red dye yesterday? What is tgat?One bag had mold?

  Business Response

  Date: 05/02/2023

  I am sorry to hear about your pet's most recent experience. Some pets may experience die-off issues.
  

  For most pets, the brief period can last anywhere from 2-5 days but may last up to two weeks. If your fur ***** is experiencing these issues for more than two weeks, we would recommend discontinuing usage of the product to see if they subside. Please consult with their veterinarian before giving your pet any new supplement and for personalized medical advice.
  
  Natures ****** Dr. ********************** Premium Freeze-Dried Dog Food, is a nutrition-packed formula designed to give your dog a healthier, happier life. We blend a variety of meats, fish, ranch-raised beef and duck, and other protein sources with fruits and vegetables for the balanced, complete nutrition your dog needs. We receive all our ingredients fresh, then gently freeze dry them so theyre bursting with flavor and nutrition. The Turkey and Beef are all sourced within the Midwest of *************. Duck comes from *******. Salmon is wild caught salmon for the pacific northwest and ******. All are sourced within USDA inspected plants. This mixing process causes a uniformity in color. Our labeling has been reviewed by state regulators and is compliant with AAFCO ************ of American Feed Control Officials) regulations. Rehydrated food will maintain optimum freshness for 3 to 5 days with refrigeration.
  
  Thank you for reaching out, we hope this helps.
  

  
  

• Initial Complaint

  Date:04/04/2023

  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.

  I have been trying to reach someone for a refund on the food that I brought .it was old and mad my pet very very sick .I can not get in touch with anyone for the past month . I want my money back or a call or something .this is unacceptable . I'm very shocked this is what you go thru for Dr. Marty's food .I will never again try tis food or spend any money .VERY BAD CUSTOMER SERVICE !

  Business Response

  Date: 04/05/2023

  I am sorry to hear about your pet's most recent experience. Some pets may experience die-off issues.
  Die-off issues are the result of an acclimation period in which they may experience digestive and bowel discomfort for a brief period of time.Most pets do not experience this, but some may, depending on how their body reacts to the supplement being introduced into their daily regimen. Die-off issues may include gas, bloating, diarrhea, and regurgitation.
  For most pets, the brief period can last anywhere from 2-5 days but may last up to two weeks.
  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 on 4/4/2023 during your contact with customer service.

  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!

• Initial Complaint

  Date:04/03/2023

  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.

  I am a repeat autoship customer, but I need to know in advance when the next autoship is going to take place, so that I can judge accordingly how to apportion my dog's meals. It has been impossible to get through to the vendor. Phone calls are put on hold "forever". Emails go unanswered.

  Business Response

  Date: 04/05/2023

  I sincerely apologize for the frustration this has caused you. I can understand how frustrating it would be to feel my correspondence is going unanswered. The turnaround time for an email response can be ***** hours. Per the subscription terms, I show on your account that your order frequency is every 30 days for the three bags of Dr. Marty's Nature's Blend Essential Wellness. Your last order was processed on 3/31/2023 and shipped out on 4/1/2023. Once your auto shipment is processed, the shipping time is 2-7 business days. The long hold times are a known issue, and we are working diligently to provide the staffing to help with the inconvenience of waiting for an agent. Thank you for your continuous business; we love to know our customer's pets are enjoying our product.

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19890471
  
  I am rejecting this response because: The response did not address the entirety of my complaint.    The vendor rejects my email-password combination which makes it impossible to communicate.  I know my own email address and the password which I was forced to reset because of the vendor's rejection in February of this year.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/06/2023

  You are correct, ******************; we dropped the ball and did not address the last issue of your concern with My Account; for that, we sincerely apologize. Unfortunately, for the My Account issue, we can't set it up for customers; we can walk you through resetting your username or password and trust that the input is correct. I understand hold times are long and, we appreciate your patience as we want to resolve the My Account issue but, you would have to call customer service.  
  
  I hope I have addressed all the concerns in your complaint. Again, please call customer service for step-by-step assistance with your My Account.

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19890471
  
  I am rejecting this response because:  This is just what I'm talking about:  You tell me to call customer service to resolve my email address/password problem (which I did not create !!!!!), but you do not furnish me with the phone number with which to do that..........COMMON SENSE?  As a courtesy to me, particularly in view of the fact that I am a repeating customer, why don't you call me (**************) instead making me call you, particularly since you KNOW I will be put on an interminably long and frustrating hold and may never get through to the appropriate Dr. ******************** person that I need to talk to?
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/11/2023

  Type:Delivery 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.

  ordered food for cats received food for dogs they don't answer phone and don't respond on email. Send me what i requested. See upload.At this point, credit me for the 2 separate occasions where I spent over an hour on hold.thx,

  Business Response

  Date: 03/13/2023

  I sincerely apologize for any frustration with the ordering process and when working with our customer service teams. Our warehouse has been working as quickly as possible to ensure orders are sent in a timely manner. We have reshipped a new order for you and We have refunded you for those orders, and you should see that reflect back in the next 3-5 business days. Thank you for reaching out! 

• Initial Complaint

  Date:03/02/2023

  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.

  I ordered one bag of nature blend dog food on 2/28/23. I looked at my bank account to see I got charger 4 times. I have been overcharged $111 for one bag of dog food. And in case you're wondering it it's user error, no it's not. I have my email confirmation that says I order one bag, charger $37 for it. I looked into my account and same thing, I bought one bag for $37. However, my bank account was charged 37 times 4. I have tried reaching out via email and have still not heard back and this is something that needs to be changed urgently.

  Business Response

  Date: 03/08/2023

  I am so sorry for any frustration this may have caused. I can assure you that the three transaction attempts from 2/28/2023 were declined, so any pending status should fall off after 3-5 Business Days. I do also show all non-successful charges reversed. Thank you for reaching out, have a great rest of your day!

• Initial Complaint

  Date:03/02/2023

  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.

  Dr ******************** promised full reimbursement of $82.35 but only paid me $27..45. Plus I pad $15.00 to Ship the product back. They owe me $69.90! Plus the fact rThat theyre doing this to thousands of people. From: *************************. ********************* **********. I tried to file with PayPal and couldnt.

  Business Response

  Date: 03/08/2023

  We are sorry to hear that this did not make for a good fit and for any frustration it may have caused. Nonetheless, I have issued a full refund of your order for any inconvenience caused. Please allow 3-5 business days for this to reflect back to your account. Thank you for reaching out, have a great rest of your day!

• Initial Complaint

  Date:02/21/2023

  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.

  I have tried for over a week to get in touch with the business and nobody answers the phone. I want to return the dog food because my service dog will not eat it.Im a 100% Disabled ** Army ******* Vet exposed to agent orange and house bound in a power chair, Ive been in one for over a decade. I found out a couple of years ago that I have CLL, cancer. I have a small dog they gave me to help with my anxiety, PTSD and depression disorder almost 4 years ago and I dont know what I would do without him. He isnt a picky eater but he will not eat their food. I was misled into believing this food would be freeze dried meat and vegetables, but its not. It looks and smells just like any other dried dog food. I understand that I will have to pay the return postage. I dont think I should have to because its not as advertised! Very misleading!I was charged $108.82 and $88.11 on 1-25-2023, I also want my reoccurring charges cancelled. One of my daughters has 3 dogs and none of them will eat this food. We both ordered about the same time. Weve tried serving it dry, wet, water at different temperatures. Mixed with their regular food, with peanut butter, which they all love, spam, chicken, etc. they want touch it. Ive only used 8 ounces of mine, Im not sure how much she has tried. Im not satisfied and I want a refund!She was the one that looked up the reviews and saw all the complaints at the BBB. I wish I had looked at the reviews before I ordered. But Im elderly and Im in the beginning stages of dementia. Did I mention that I wanted a full refund and cancel any other orders.

  Business Response

  Date: 02/23/2023

  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 last two orders in full which should reflect back to your account in 3-5 Business Days. Thank you for reaching out!