Complaints

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:03/25/2025

  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 ordered four pallets of Farmina breeders bags directly from the company via a *** that has been at a number of recent shows up and down the east coast. The total bill was approximately ****** dollars. Because the purchase was so large, Farmina asked me if they could send it in two orders over the course of a few months. No problem of course. The first shipment came in. Just like the sample bags, the food smelled delicious, the dogs loved it, and I was a very happy customer. I pushed my puppy people to consider ordering it from chewy ?? spoke and messaged people about the food pushing the fact that the *** told me that it was manufactured in ***** where there are VERY high standards for all food production though she mentioned that a plant would eventually open in ************** as well. I was very excited and explained that as long as it came from Italian plant, I was all in.A month or two later, the second shipment came in -- another 78 bags. Five were damaged in transport so I went to feed a few of those first and graciously Farmina ***laced those bags. However, when I fed the second shipment I notice that 1. the smell was bad, 2. the kibble looked different from the first shipment, and 3. the dogs started vomiting and had loose stool. Awesome!When I went to investigate the bags, I learned that the original shipment came from ***** as well as the sample bags and the second shipment came from ******. To add insult to injury, the Serbian bags are all earmarked for the US with a US stamped on the bag. Has Farmina been the delightful company to stand by their product like say a Chewy? I suspect we all know the answer to that. So now I am sitting with 156 44 pound bags of rancid or potentially rancid bags of food and a CC bill for 13k while I do the legwork for Farmina on 'outer investigation.'

  Business Response

  Date: 03/25/2025

  Thank you for bringing this submission to our attention. We are actively working with the customer to investigate the reported rancidity claim. A *** pickup has been arranged for tomorrow to collect the three opened bags with the odor concern. Additionally, we are coordinating with our sales team to determine the next steps for the remaining bags.

  We understand the customer's frustration, and we want to assure them that we are following our standard procedures to thoroughly investigate the product. The well-being of pets is our top priority, and we are committed to resolving this matter with the utmost care and attention.

  
  

• Initial Complaint

  Date:02/21/2025

  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.

  The company sent me two bags of damaged dog food, each weighing 26 pounds. Initially, they requested that I return the items to a *** store. However, due to the weight and size of the bags, I was unable to transport them myself. I requested a *** pickup, but was informed that this was not an option and was instead advised to submit photos for a refund.Following their instructions, I provided the requested photos and disposed of the damaged bags, as the strong odor was affecting my garage. After I had already discarded the items, the company then informed me that they could now arrange a pickup from my address but could no longer accept the photos as proof for a refund.

  Business Response

  Date: 02/21/2025

   We made multiple attempts to engage with the customer, but the communication was inconsistent, resulting in challenges in reaching a resolution. The customer reported a compromised seal, which would typically require the return of the product for further investigation. Initially, we offered a refund without requiring the products return, contingent upon receiving photographic evidence of the damage and the boxes showing the spilled food. However, after receiving no response, this offer was no longer available. In an effort to accommodate the customer, we then made an exception and provided two additional return labels with a pick up to facilitate the return of the product. 
  

• Initial Complaint

  Date:02/04/2025

  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 the advice of our veterinary specialist, we recently switched to your product, Farmina Derma HP, for our dog who has multiple allergies. This was the only product our vet recommended, and Im pleased to share that our dog enjoyed the kibble and showed no signs of an allergic reaction. Additionally, it was more cost-efficient than our previous dog food, which we appreciated.However, we also rely on the canned version of the product to administer our dogs pills. When we ran out of the canned food, I tried to reorder it through our vet, only to discover it was on backorder. Unfortunately, it remains unavailable, leaving us no choice but to revert to our previous brand.This situation has been extremely frustrating. I now have about half a bag of Farmina Derma HP kibble left, but I cannot use it without the canned food. As I transfer the kibble into a sealed container for storage, I no longer have the original packaging, making it ineligible for return.I wrote to Farmina urging them to reassess their supply chain and ensure that the products are consistently available before marketing them to consumers. Inconsistent availability undermines the trust and loyalty of pet owners who depend on these specialized diets for their pets' health and well-being.They did write back but unfortunately with no resolution. I asked for my money back on the dog kibble as they are unable to supply the can food here in ****** at this time. They urged me to return to my vet for reimbursement but because I keep the kibble in a sealed container for safety and freshness, I threw out the packaging. The vets office cannot return it to the supplier without the packaging and I am out $40.73. I have requested this return amount from Farmina, but they have refused.

  Business Response

  Date: 02/05/2025

  We did try to assist the customer as best as we could but they unfortunately did not meet the clinics return policy, as they no longer have the products packaging. Please see our responses to the customer.  

  "Thank you for reaching out! This is the **************** Supervisor, and I want to sincerely apologize for the frustration youve experienced. Our Vet Life diets are very new to ****** and with that have been pretty popular. I completely understand how disappointing it can be when things dont go as expected, and I want to assure you that we are actively working to resolve this and keep up with the recent demand.
   
  Regarding the concern with returning your recent purchase. Unfortunately, for local purchases the return would have to be linked to the point of purchase & this does mean they are going to have their own return requirements. Our typical requirements would require the original packaging & 80% of the product, which it seems would be similar to theirs.  
   
  I am sorry to hear you are having to rotate diets again & hope that in the future as Vet Life settles in to ****** we can better meet your pets needs with our wet food stock."

  ---------------------------------------------------------------

  "We deeply apologize for the frustration and inconvenience you've experienced. We completely understand how disappointing this situation must be. Unfortunately, in accordance with our policy, returns and refunds must be processed through the point of purchase. In your case, this would be your local clinic, and as mentioned earlier, their return and refund process is at their discretion.
   
  We truly appreciate your understanding, and we're here to assist you with any further questions or concerns you may have. Please don't hesitate to reach out."

  We sincerely apologize for the customer's experience. As our eShop does not extend to ******, we are unable to offer a discount on a future purchase or provide a complimentary bag. The resolution must be addressed through the clinic. We kindly ask for the customer's understanding, as the return policy must be followed.

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:
  

  
  

  The company is NOT understanding my request.  I was unable to use their product as they do not have this product in a can in stock in Canada.  Therefore, I am unable to use the kibble and had to throw it away.  I am out $40 and I would expect this company to take responsibility.

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

  Business Response

  Date: 02/20/2025

  We have reached out to the customer to inform them that, as the bag was purchased locally, any returns must be processed at the original point of purchase. While we understand the customer’s concerns regarding the unavailability of the wet food in Canada, it is important to note that the dry food can be fed independently. If there were any issues with the formula, the food should have been returned to the establishment before being discarded. While we sympathize with the customer’s situation, we are unable to issue a refund, as the purchase was not made through the Farmina eShop. Please note that our eShop does not sell to Canadian residents.
  

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:
  

  
  

  [Your Answer Here]

  
  

   The business should not be selling to Canadians if they are unable to supply the product.  I was unfortunate enough to purchase this product in good faith, but obvious this company does not operate in good faith with Canadian customers.

   

  I am still expecting a refund for a product that I cannot use and had to discard.  This company keeps repeating themselves without actually responding to my needs.  

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:06/07/2024

  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 canned dog food on May 30. Received order on June 4. Order arrived damaged due to *** driver mishandling the package. Emailed customer service, showed video proof and dented can photos to customer service, and they will not respond to me with a resolution. They also declined to send replacements and never offered a refund. They are ignoring my concerns

  Business Response

  Date: 06/11/2024

  Hi there,

  We are assisting ******************************* and are currently awaiting her response. Please see the attached email communication between ******* and the Customer. 

  Thank you,

  *******

  Customer Service Manager

• Initial Complaint

  Date:04/16/2024

  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.

  I ordered from Farmina and the wrong product was delivered. I have been calling and emailing them for two weeks. Their whatsup chat does not work either. No one ever answers the phone or returns an email. I am upset because I want to either exchange my product or return it because it was incorrect. I am losing faith in this company and have been a repeat customer for a while.

  Business Response

  Date: 05/23/2024

  Hi there,

  We are so sorry for the delay! I looked up the customers name and do not see a recent order or any attempts to contact us. I have attached a screenshot of our CRM platform showing we do not have any communications under this last name. 

  We are always happy to help our customers are we are certainly available. Please reach out to us via phone or email:

  Email - ***********************************

  Phone- ************ 

  Sincerely,

  *******

• Initial Complaint

  Date:10/13/2023

  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 feeding Farmina N&D Chicken and Pomegranate recipe to 3 of my cats for years without incident. Recently I fed this same food and ALL 3 animals got very sick and were vomiting. There were no other changes to my cat's environment or diet. I brought this to the attention of Farmina, requesting that they investigate the issue. Rather than investigating, they came back to me telling me that their product is a quality product. I find it concerning that Farmina did not request to have the food returned to them to investigate this concern further and instead dismissed it saying they had never had an incident. Perhaps Farmina does not know about any incidents because they have been equally dismissive of other customer's concerns? Had it been one animal who got sick, or had the animals not been eating this food for years, this would be an understandable response to my concern. Having 3 animals sick from a food that they had all been eating for years is reason for a more thorough response to the concern that I raised. This is very poor customer service at best and a very concerning way to handle safety concerns for animals at worst.Farmina advised a return through Chewy. I do not think that this is ******** responsibility, but the manufacturer's responsibility. Chewy could conceivably offer a refund, but Chewy is not equipped to investigate and follow up on safety concerns. The fact that Farmina just passed the buck to Chewy is dismissive. The amount cited below was paid for Farmina's product (even though they were not the direct seller). I am requesting that the company respond to this concern with proper customer follow through. I wish to return the remaining food to Farmina for proper investigation of the cans in my possession (and to be reimbursed for the items that caused illness to my animals). I also would like Farmina to understand that this is a very poor way to deal with customer safety concerns.

  Business Response

  Date: 10/27/2023

  Thank you for the opportunity to address this issue. There was a miscommunication between Farmina and the Pet Parent regarding the terminology that was being used. The customer was requesting to return the product which we inferred meaning receive a refund which needs to happen via the point of purchase which is why they were being redirected to Chewy, the reseller. We do not need to receive the product for testing as we keep samples from every batch available for testing and are able to do so via the information provided by the consumer. Whenever we receive a complain we always initiate an investigation on the product and have it tested. This was later informed to the consumer and they were ultimately satisfied: "Thank you for thoroughly investigating and for following up. This was the response that I was hoping for when I initially contacted you and appreciate this."

• Initial Complaint

  Date:01/30/2023

  Type:Customer Service 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.

  Shortly after I began feeding my cat Farmina wet food he started having constipation and was straining to have bowel movements. Initially I did not associate this with the food.I took him to the vet on 12/31. The exam revealed inflammation around one of his teeth, otherwise he seemed healthy. The constipation continued. On January 5th I found a large sharp and brittle bone fragment in the Farmina wet food. I was alarmed and immediately worried about blockage. I called the vet and they recommended an **ray. We returned to the vet for an **ray on 1/6.Fortunately the **ray did not show any bone fragments. The vet told me the company should reimburse me for the food and pay for the **ray. I reached out to Farmina and sent photos of the bone and vet visit. I asked what their protocol is when a customer finds bones in their pet food. Its been nearly three weeks and theres been no response from the company. Im concerned my cat did eat bone fragments before I discovered the large brittle bone, and that was what caused his inflamed gum and constipation. Ive been buying Farminas dry food for 4 years with no problem, but I will not be buying the wet food again. The lack of response from the company makes me consider switching the dry food as well. Customer service is important to a companys success and Farmina has failed by ignoring a customer inquiry on a serious matter that potentially could have been life threatening.

  Customer Answer

  Date: 02/24/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Farmina Pet Food regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

  Business Response

  Date: 03/06/2023

  We appreciate the opportunity to address **************' concern. We have passed along all of the feedback and images to our production team. At this time, we have not had similar reports on that product. All of our products have a 100% satisfaction guarantee and can be returned at the point of purchase for a full refund or replacement. We can reach out directly about those next steps. We do not reimburse Vet Bills when there is no direct correlation between our products and the results of the veterinarian exam. We would love to connect with ************** directly to further discuss. If anyone has questions, we would be more than happy to assist and can be contacted directly at ***********************************

  Customer Answer

  Date: 03/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I was only feeding my cat Farmina dry and wet food. The constipation began shortly after the Farmina Wet Food was introduced to his diet. I did not associate this with his symptoms because I would never suspect wet food causing constipation. However, when I found the Bone in Farmina Wet Food I was alarmed and concerned. A call to the vet confirmed a bone fragment could be the source of constipation and an x-ray was recommended. 
  
  
  I still have the bone and would be happy to have it tested at your expense to prove it was from your wet cat food. You should be more concerned about such a bone being found in your food and be more apologetic to a customer finding such a bone. Your dismissive behavior prior to me contacting BBB shows your disregard and lack of accountability. 
  
  
  If you were planning to credit me back the cost of the wet food, you would have offered to do it before I contacted the BBB.  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/31/2023

  Thank you for following up on our response. We would be happy to provide a shipping label for the item. We also apologize if there was confusion regarding receiving a refund on the item, as would have a 100% satisfaction guarantee and stand behind our products. The thing we don't reimburse is Vet Bills. We did have the opportunity to speak with your Veterinarian who mentioned that they didn't claim the company would reimburse the cost. I apologize on their behalf as well in case there was confusion on that side.

  We will go ahead and issue you a refund on one of the cases of Wet Food to help make up for the issue you experienced. 

  
  Thank you,

   

  Farmina