ComplaintsforJones Natural Chews

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 2 rib bones a center bone and a pig knuckle. My Mini ********** Shepherd chewed on the pig knuckle and started vomiting. There were dime size pieces ranging from 1/8" to 1/4" and shards of bone. There was nothing left of the pig knuckle. She continued to vomit the night and no less than 12 times the next day. Each time, there were less and less bone pieces. I notified the store the next morning and they had never heard of it. The next day, Monday I took her to the vet. She had x-rays and blood work. Her platelets were low and red cells were low. She had pieces of bone still in her stomach and intestines. She was given 2 injections and a prescription and I was given a date if the following week to bring her back for a re-exam. If her blood count was still low, she was facing a blood transfusion. Her blood work was back to normal. I notified the store manager and his comment was ,'I don't know what to say ". That was it. Jones Natural contacted me, asked for copies of the 2 bills and vet notes, which I gave them. I received an email stating that since the vet notes didn't mention salmonella poison, they would offer $300, on a $600 vet bill. I sent a return email, stating that salmonella poison doesn't happen that fast. The label on the product stated it was for a small dog which I believe that these bone pieces would have lodged in a small dog's throat. The offer was unacceptable because I wouldn't have taken my dog to the vet if not for this bone

  

  Business response

  01/18/2023

  We have responded to the customer that the product is intended for small dogs and labeled accordingly.  The dog size is relevant to the chewing strength of the dog.  A smaller dog is not able to get pieces off the bone in the way that a 31 lb dog is able to.  Therefore our conclusion is that the burden of the vet bill should be shared. 

  Customer response

  01/19/2023

   
  Complaint: 18826264
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  02/02/2023

   
  Complaint: 18826264
  
  I am rejecting this response because:

  Hello,

  I have received an email from Jones Natural with the reference of salmonella poison and one reference of knee bone, a broken tooth and an animal named 'Jax'. None of these have anything to do with my dog. 

  Jones Natural has one complaint with the Better Business Bureau, similar to my situation. This doesn't mention what the bone looked like that the animal vomited. 

  Jones Natural has one review on a different type of bone, that was a negative review.

  Jones Natural also has has recalls in the past of salmonella poison in their bones. I assume that's where the reference to salmonella poison came from with my dog.

  I invite the Jones Natural Company to look at the pictures of the bone that my dog vomited. They do not resemble anything that the original bone looked like. They are the size of a dime, there about, and are different thicknesses, with the center out of them. They look more like a gristle, not a bone. There is no way that you can look at these pieces, that my dog vomited up, more than a dozen times, an see that this began as a Pig Knuckle. 

  My dog is a medium, Mini ********** Shepherd, standing 16" , weighing 31 pounds, at the time of this incident. 

  My dog has bones that she has had for years, that she chews on. She has never been able to destroy a bone, as this one was.

  It is my belief that this is not an isolated incident, as Tractor Supply would have me believe, as two customers in the store told me that the same thing has happened to their dog. I tried to review the bone on the website to warn other pet owners to be aware of this issue. Until this day, the review is still not on the site. 

  Thank you,

  ******************************;

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

  

  Business response

  02/02/2023

  I am not able to see what is referred to as other messages.  We receive approximately 12 consumer complaints per year on different products.  I do not have a similar complaint on this product, in fact this is the first complaint received on this product ever.  The vet bills indicate the dog weighs **** lbs, which is a medium sized dog. The product is labeled for a small dog, because a larger dog will be able to break it down too fast and result in this situation.  More than likely, the dog has not been given a pork bone before, because the dog should only be given beef bones at that size.  After a bone goes into the digestive system, it does not continue to look like a bone.  My offer stands.

  Customer response

  02/03/2023

   
  Complaint: 18826264
  
  I am rejecting this response because:

  I have contacted my attorney 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a dog chew for our 8 month old dog on 7/22. He chewed on it for 10 minutes in our living room, brought it outside with him when he peed, dropped it, came back in without it. 12 hours later he was vomiting. Took him to the vet where they took x-rays, saw bone fragments throughout stomach and sm. intestines, recommended he spend the night in the vet ER with fluids being pushed and x-rays repeatedly taken to make sure all bone fragments passed without puncturing a hole in his small intestine. Wrote to Jones, was contacted by ******************* who asked me questions about incident. I reiterated my story once again to her, and the *** agreed to pay half of my $1280 vet bills. I did not accept this as I feel they should cover the entire ****. Their reason for not covering all $1280 is that the bones are not meant for consumption rather than chewing (the label says not for human consumption) and that I did not watch my dog while he was chewing his chew outside. He didn't chew it outs

  

  Business response

  08/27/2021

  The label states supervision recommended as well as not for human consumption.  The orginal complaint said that the dog chewed on it inside for a few minutes and then took it outside and they didn't see it again.  It is our determination that the dog was not supervised with the chew.  Bones are meant to be chewed on and not consumed.  In this case, the dog consumed large pieces of the bone which caused the need for surgery.  We have been in communication with this customer.  It is our determination that the fault needs to be shared as the dog took the bone outside and the customer did not see the bone again.  The offer was to share the expense of the surgery.

   

  It is our goal to produce safe chews that provide a dog with happiness, this is obviously not our desired outcome. We are considering changing the label wording to Always supervise your dog.

  Customer response

  08/27/2021

   
  Complaint: 15804239
  
  I am rejecting this response because:
  In my original submission to this company when I wrote we did not see the chew again, its because he dropped it when he went outside to pee and left it out there for the rest of the night when he came in. We do not let him outside to go to the bathroom unsupervised as we do not have a fenced in yard. He brought it out with him when he peed and came right back in without the chew, which is why we did not see it again. I conveyed that to ***** over the phone during our initial conversation but it seems she did not include that in her report. I could only write a certain amount of letters on their website during my initial complaint and could not describe each point in detail. The label states not for HUMAN consumption and that supervision is recommended, not required. If this chew is not meant to be consumed it should clearly state that on the label. How am I supposed to see through my dogs mouth to see if he is swallowing what he is chewing off? This unfortunately feels as if the company is purposely looking for holes in my claim so they dont have to accept responsibility and that this product is dangerous to animals. My dog literally chewed this bone for no more than ************************************** our living room, began vomiting 12 hours later, and then our vet debacle ensued. The sole reason he accumulated this $1,280 worth of vet bills is directly due to this chew. Again, my dog was NEVER unsupervised with this chew, inside or out.
  Sincerely,
  
  *************************

  

  Business response

  08/31/2021

  We are working on this complaint in house, so she is duplicating the complaint between the company and the better busines bureau.  We have already offered to pay the entire vet **** in light of her response to *****.

  Customer response

  08/31/2021

   
  Complaint: 15804239
  
  I am rejecting this response because:
  That statement is untrue. I called ***** on 8/26 after not hearing anything for 2 weeks. She read to me the response from the company stating they were not willing to pay anymore than $640. I asked if there was anyone else I could speak to about this matter or should my next step be consulting an attorney? ***** said I guess an attorney would be your next step. I then emailed her asking me to forward the email she was supposed to already have sent to me with the companys response. I received that email the same night (8/26) with a quote from the company stating all they were willing to offer was 50% of my ****, and that was made to sound like a final decision. That night after receiving that email implicating finality, I responded with my grievances to ***** and proceeded to file my complaint with the BBB. Only then did the company offer me $1,000, which is still $280 shy of the entire vet ****. Just this afternoon I received an email from ***** offering the $1,000 which we did accept, so that we do not have to continue dealing with this company. Please get your facts and order of incidences straight.
  Sincerely,
  
  *************************

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