ComplaintsforNestle Purina PetCare Co

• Initial Complaint

  03/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have a new Puppy and we have chosen and have been told purina one puppy is the best.But I have purchased two bags from Pet smart and the **** is not consistent som larger not so consistent almost as if they were executed wrong.today I said to myself I'm going to Tractor Supply and buy a bag and see if it's just the batch because the first two bags I bought were at two different Pet Smarts Taunton,and ******* **.the consistently of the nuggets were perfect no over sized ones that appear to choak my Puppy.

  

  Business response

  03/18/2024

  Hello,

  We were able to speak with the consumer today about their recent purchase.  We apologize for the issue as he shouldn't received the product in this manner.  We've collected all of the product and package information and are mailing the consumer a complimentary coupon to replace his latest purchase.  He was appreciative of our call and actions taken.

  Thanks,

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

  Customer response

  03/21/2024

  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

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have bought food from purina that has made my animals sick. I was asked to send photos of all the food that I have which I did. I do not have receipts. I was told on Feb 7th I was receiving 2 checks totaling $460 or so from the man I spoke with on the phone. I am ill w a Parathyroid tumor and cannot lift the 47 pound bags or all the cases of wet food to get bar codes off of them. I was told my checks were in the mail. Other get a letter saying I've had multiple complaints which yes I did because this food is garbage and either my dogs and cats that I rescued won't eat it ir are throwing it up. And I reported every single complaint as I should of. This food is killing animals. Now they refuse to send the 2 checks they said they would. I want my refund checks as they were promised to me! I followed their orders and did everything on the phone the man said to do. I explained i am extremely ill from this tumor and a disease called Hyperparathyroidism. I can attach a drs statement as needed.

  Customer response

  02/26/2024

  We can cancel this. I did receive the refund checks. They sent a couple of weeks later after initial letter but both arrived within a day or so of each other. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Aug 2023- Jan 19, 2024 I've called this company months ago to let them know I had been feeding my dogs and cat the Purina pro plan and chow food which I've lost my Great Dane in September 2023 from complications from the food. I was told by the representative ****** that someone from higher level would call me back or email me within 24- 72 hours which this was never done and I called back Jan 19, 2024 and spoke with ******* the first time and had to end the call for a meeting so called back and spoke with ******** which hung up on me and was rude about the situation both being supervisor! I've purchased over $400 worth of bad products and don't want to use the cat products and large breed dog for that was molded and bad so trashed it and only offered to refund two items which is unacceptable. I don't want to get my attorneys involved and social media being a social media influencer using a different name online to get the ball rolling as I've lost one animal and the other two the frenchie and cat fell ill to these products and Purina doesn't care at all nor calls customers back or just hang up on them. Also I've reached out to them several times and sends me an email after I called that they tried calling me and it was unsuccessful which is a lie! Both Supervisor pulled the gaslighting, manipulation and reverse psychology tactics twice which is also unacceptable. I've lost one animal who's buried in my backyard today and two more that were sick from your products and this is how you treat them!

  

  Business response

  01/22/2024

  Hello,

  We spoke with this consumer yesterday regarding his dog's experience.  We address all of his questions and concerns and refunded him for his purchase price.  We're continuing to work with him regarding his additional expenses.  We consider this closed.

  Thanks,

  ***** ******

  Customer response

  01/22/2024

  Complaint: ********
  
  I am rejecting this response because they lied and didn't refund me anything nor took what I was saying seriously plus the supervisor ******** hung up on me!
  
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have been feeding purina pro plan adult large breed chicken and rice to our dog for the last 2 years and he has been loving it until the last few months. He has been slowly rejecting his food until 4 days ago when he completely stopped eating it. He has been regurgitating and vomiting on and off for the last 3 weeks. We took him to the vet and after the exam and blood work they suggested it is his food. We bought a new bag thinking that it would be better. That night after eating his dinner he has been shaking uncontrollably all night and got up 6 times because he had diarrhea. Not to mention he had 2 diarrheas that evening and again the following morning. I have spent $126.46 on 2 bags of food over the last month plus the vet bill. This food is making our dog sick.

  

  Business response

  01/16/2024

  Hello,

  We were able to speak with this consumer on 1/13.  We were able to address all of her questions and concerns.  We also refunded her purchase price as requested.  She was appreciative of our call.  Please let us know if you have any questions.

  Thanks,

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

  Customer response

  01/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello my name is ********* and my family and I raise Cane corsos we have been feeding pro plan complete for a few years and are usually very satisfied with it, we recently went to the ******* cave swap meet in Versailles Missouri and there was a vendor there selling various types of pro plan 50lb bags for $75 which is about $10 cheaper than what I normally pay for it and without sales tax this was a great deal so we purchased six bags for $450 thinking I just saved my family a little over $100 I was happy about it until I got it home and got to see inside these bags all of the bags had big clumps of food stuck together with white crystals all over it and they smelled like ammonia. I'm not sure what happened to these bags but none of them are safe to feed to my animals so in fact started out as a huge blessing right before Christmas in fact has actually turned out to be a huge loss $450 is a lot to just loose or be robbed of for any family especially right before Christmas and I still had hungry mouths to feed and 4 kiddos that still believe in Santa Claus I done what my mother would have done robbed Peter to Pay Paul. And I bought the food and we put up the tree and put on the Christmas music and I didn't pay my truck payment with hopes that somehow they'll leave me alone about it long enough to figure out how to fix this. Cuz I absolutely cannot lose my family's only transportation because of some contaminated dog food right before Christmas we just lost my mother in October this will be my kids first Christmas without her my family doesn't deserve another loss right now.Purina is a huge company if there's any way at all that they could even replace the six bags for me I could breathe again knowing I wouldn't have to put what we don't have into feed next month. Then I could make a payment arrangement on the truck and catch up before I lose the stupid thing. So if somebody could help me make sense of this it would make my whole Christmas thank you for your time.

  

  Business response

  12/21/2023

  We spoke with this consumer on 11/16/23.  Consumer declined to provide information.  We're willing to continue the conversation.  Our supervisors are available Monday through Saturday from 8am to 5pm CT at ***********.

  

  Business response

  12/22/2023

  Hello,  we entered the incorrect resolution for this complaint.  We did speak to this consumer on 12/21/23 and addressed their concerns.  

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a long time buyer of ***** ***** Cat Food. I'm 54 years old. My cats generally have liked the product especially their Beef ***** in Gavy Grilled can. I noticed about a year ago, the Beef Grilled was no longer a Beef product, didn't smell like beef or have the dark brown color. Seemed like it was their chicken product. I alerted ******** and even opened a can up to show them, and 1st they agreed with me, and they then said the company probably made an error with their labels. I reached out to Purina, they gave me no explanation but sent me some coupons. So that was about a year ago. After that, each month, I was curious and would check to see what was being put in the cans. No change. Their Salmon Grilled used to have a slight pink tone, but now, you guessed it, more like chicken. So today, 11/5/23 I went to ******** *** ********* ******* ******* ********* ** 60153, and bought Grilled Beef, Grilled Salmon, Grilled Turkey, and Grilled Salmon and Shrimp, and the contents are all the same, same looking and smelling (by the way rather awful smelling, like liquid metal. Their chicken always smelled like this and I would never give it to my cats because of the unpleasant smell. I know 100% that the Beef and the Salmon are not beef and salmon. I only reviewed their Grilled cans. Each can is 90 cents. I believe they are putting in cheap chicken. Beef is incredibly expensive these days, just see how much you pay for a hamburger at a good joint these days, $13.00 at Five Guys, $10.00 at Burger King. I'm not concerned about getting money back, I just want to know what is going on. I think the consumers are being ripped off.

  

  Business response

  11/07/2023

  We left voicemails for Mr. ********* so we can address their concerns with our ***** ***** on 11/6 & 11/7.  Artificial color was removed, which in turn changed the product's appearance.  Please give us a call and we'd be happy to discuss the changes made as well as send some replacement coupons for your inconvenience.  We can be reached ************, Monday - Saturday, from 8am-5pm CT.  Thank you.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the best brand of cat food I could buy but it's still not healthy for my diabetic cat. But diabetic cat was just diagnosed. I have to give insulin twice a day I have to get on a diabetic food which I have to give up the regular wet food that said to call. For a refund phone several times and people with very heavy accents answered and didn't know what to do with her told me I should go to the Goodwill and why would. Purina customer service refused to help me and I don't understand why these people whoever they were were very difficult to deal with

  

  Business response

  09/26/2023

  We reached out to this consumer via phone and left a voicemail today.  We also sent an email requesting they reach out to us so we can address their concerns.  Our team is available at ************, Monday - Saturday, from 8am-5pm CT. 

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dog food was nasty. Moldy and maggots

  

  Business response

  09/28/2023

  We spoke with Ms. ****** on 9/12, 9/13 and 9/18 regarding her concerns.  We had product shipped to her directly, and it was delivered on 9/23.  We called to confirm it was received, but had to leave a voicemail.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  At the end of June, I uploaded my receipt to the my Purina app. I was informed that it would take 10 to 14 business days to be reviewed. After that time, the points for the purchase would be added to my account. I waited for two weeks and the points for the purchase weren't added. I've checked every day since then for the last two months. The points still have yet to be added to my rewards account.

  

  Business response

  09/28/2023

  We reviewed Mr. *******'s account and credited the missing points, as well as some additional points for the inconvenience.  Points will show as a separate transaction.  We left a voicemail detailing these actions as well as sent an email on 9/28/23.  If we can be of further assistance, please let us know.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our dog has been on Purina Proplan for almost 3 years- since birth. However, in the last 2.5 months, she developed extreme gastric issues. Loose stools, diarrhea, blood, vomiting, and upset stomach. 3 vet appointments later, stool gardeners, nausea meds, and 14 days of antibiotics- negative for giardia and other bacterial that are picked up at daycares etc. we have now switched to a prescription food and immediately better. When searching online especially Facebook forums and questions- hundreds of people are commenting this WEEK about same symptoms. Our dog was on Purina Proplan sensitive- Salmon, and Proplan- shredded chicken.

  

  Business response

  09/06/2023

  Hello,

  We were able to reach the consumer on 8/30, however, they were unable to speak with us and shared that they would reach back out to us when it's convenient for them.  We've yet to hear back from them at this point.  We've considered this to be handled.

  Thanks,

  ***** ******

*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. ↩