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:07/01/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 asked to cancel on 6/28 and received notice that on 6/30 that they can not cancel it. Item is still "pending" I contacted my bank and hope to dispute. They have not emailed me a tracking number to refuse delivery.

• Initial Complaint

  Date:06/16/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 requested to cancel a recurring subscription of dog food the day I received confirmation an order was placed. The employee informed me that once orders are processed, they cannot be stopped and continued to cancel by recurring subscription. I was charged $206.39. However, I did not receive the shipment of dog food. I followed up and explained the situation, stating that my dog no longer eats the food. Also stating that I was initially told orders cannot be stopped once placed, which clearly was not true. I requested a refund. The employee instead sent me a shipment of food. I am now left with over 200 dollars worth of dog food that will not be consumed.

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 the dog food for my dogs, and I followed the instructions to slowly add a few new food items to their old food. However, my 3 dogs immediately started experiencing diarrhea, and the symptoms have not improved. I requested a refund due to the unsatisfactory quality, but the customer service simply told me that they can't issue a refund.This situation is very frustrating, as it has caused my pets unnecessary distress. I followed the recommended process, and the product has caused harm. I believe I am entitled to a refund or at least a resolution for this issue. I would appreciate it if you could review my case and take the necessary steps to address this matter.

• Initial Complaint

  Date:02/28/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  My subscription to MAEV is delivery of raw frozen dog food which was scheduled for February 7, 2025 and arrived February 18, 2025. The 11 day delay left me no choice but to buy additional food so that my dog could eat. MAEV processed charges for this delivery on February 7, 2025 in the amount of $301.58. A day or two later I contacted MAEV to see when my order would be delivered. I received a message that the delivery would be delayed with no arrival date nor any compensation for the inconvenience so that I could feed my dog. On February 14, 2025 there was no delivery or communication regarding the status of my order so I emailed MAEV demanding a full refund and to cancel my subscription. I received three separate responses from MAEV first they offered $10 off my next order, second they offered $100 of my next order and finally offered the next order for free. MAEV never acknowledged my subscription cancellation. I responded to each offer with a firm request to honor my cancellation and give me a full refund. I received my order on February 18, 2025. For 11 days I had to take money from my rent to feed my dog which was explained in detail to MAEV in each communication. The additional cost to feed my dog was over $200.00. My final email to MAEV ask for a resolution to this matter so that I would not feel it necessary to take further action. Filing this complaint is the first action I am taking to ensure other dog owners wont have this happen to them. MAEV has harmed the welfare of my dog and me.

• Initial Complaint

  Date:12/17/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 my dog this brand dog food for a few months. I liked the quality of the food, but I have had problems with shipping and customer service from the start. The food is supposed to arrive frozen, but unfortunately it often arrives thawed or partially thawed. My most recent automatic order was placed on November 6, 2024 and arrived a day late on November 9, 2024 and was completely thawed. Maev quickly sent a replacement which arrived on November 13, 2024 a day late again and partially thawed. I emailed Maev and requested a partial refund. I spent weeks emailing back and forth to be given the run around. I attempted to file a dispute with ******, but now it has been "too long" and the dispute was denied. This is unacceptable. I want a refund for my order totaling $359.34.

  Customer Answer

  Date: 01/14/2025

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

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  They refuse to give a refund for order I did not make. Theyre accusing me of creating two separate orders and that its my fault. Their website is flawed and glitchy, user experience is convoluted and scant so that something like this would happen. They basically just stole money from me. I did not create two orders, I was trying to edit the one subscription I had and have it sent out. When I asked for a resolution and money back they blamed me and said since the orders were processed they couldnt return the money. These people are scammers!

  Customer Answer

  Date: 08/15/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/28/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 Maev Raw food to try for my dog on May 3, 2024. I paid $121.21 for my order. Due to a weather delay and shipping issues, my order was not able to arrive until May 16, 2024. I started offering this food to my otherwise non-picky dog that day. My dog immediately refused this food. I began reaching out to the company for ideas on how to help my dog transition to this new way of eating that Maev has advertised, "Raw food is the most nutrient-rich, least processed diet available for dogstheir biology requires nutrition that only a raw diet can provide." I emailed on May 21st and May 24th to ask for suggestions and follow up on their recommendations. I tried all of their suggestions. I mixed the new food with some of the old food. I tried the new food alone. I tried covering the food with yogurt per Maev suggestion. I even tried cooking the food to at least get the dog to consume it and not be a waste of money. My dog continues to refuse the food. I have asked in each email if Maev guarantees their product and have stated that I would like a refund for my purchase due to my dog not consuming this product. My dog has never refused food before. Maev suggested that I take my dog for a veterinarian visit to see if there is a reason he will not eat the food. Seeing how my dog has never refused any food up until this time in his life, I do not feel that this is an appropriate need. My most recent email was sent on May 27 where I made another request for a refund of the purchase. They replied that they are "committed to finding a solution" but offered no actual solution in the message.My request and hope is that Maev stand behind their products that they tote as best for any dog and refund my purchase. I have my remaining products if sending them back would be necessary.

  Business Response

  Date: 05/28/2024

  
  Hi *******,
  
  
  My name is ****** and I lead the CX team at Maev.  I reached out to you directly, but responding here as well.
  
  I apologize for the various back and forth you've encountered with my team--I wanted to personally reach out and see if I could offer some assistance.  Unfortunately, refunds are against our policy as is referenced in the screen shot attached to this response.
  
  To begin, what's your dog's name and what breed is he or she?
  
  I'm really very sorry you're having difficulty getting him or her to eat Maev. Personally, I have two Wheaten Terriers who are incredibly picky--I was indeed able to get them to eat Maev, but it took a little doing. What helped with my dogs was the addition of goat milk. I'd get them very excited, put the bowl down, let them first smell the goat's milk in the carton and then pour it in front of them.
  
  When I don't have goat milk, I'll use organic heavy cream sparingly. This is less ideal than goat milk from a nutritional standpoint but is certainly not unhealthy in moderation. It worked wonders in my experience to jump start their appetite. I'd highly encourage you to give this a try.

  I also noticed that you've only tried the beef formula, if you'd like, I'd be happy to ship you a bag of chicken or our puppy formula free of charge. Our puppy formula is suitable for dogs of any age, however, it's formulated with eggs--high in lysine to support neural development and sweet potatoes instead of white potatoes as sweet potato is a great source of minerals potassium, magnesium, and manganese which are necessary for a healthy foundation. It also contains vitamin A to support their eyesight and fiber for digestive health and bowel regularity. Regardless, if you'd like to try a separate formulation, we're happy to do so.

  I realize this has been a frustrating experience thus far--we obviously want to win your dog over, but if we are unsuccessful, I'm happy to offer you a refund.

  
  
  
  

  Customer Answer

  Date: 06/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and after several more messages back and forth, find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/20/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Maev dog food normally sends emails that contain a three day window to move, cancel, or delay subscription orders. I received an email on 9/24 (image attached here). I delayed the order by four weeks - which would mean I would get another 3 day heads up email on 10/22. I went to the grocery store on 10/18, thinking I had over 200 dollars in my account. My order at the grocery story was for 45 dollars and included personal healthcare items that were necessary for my well-being. My card was declined. I go to my account and see ********************** has charged me 179 for a subscription. The first thing I did was check to see if I received an email three days ago notifying me of the upcoming order. I didn't - the last email I have is from 9/24. I have attached a screenshot here that shows the maev email history - there are emails that I have sent within the past few days to talk about this issue. But I confirmed that there was no email sent letting me know that they would be charging my card. And the card was charged earlier than four weeks. I was embarrassed that my card didn't go through and unable to purchase items that I needed. And I don't get paid for another week and a half and it takes days for money to be transferred from my savings to checking.I sent an email to customer service as soon as I realized what had happened. It took almost exactly 24 hours. I texted them, chatted them, emailed them, and submitted a help request online. When I received a response she said its too late to cancel the order and asks me to prove, with a screenshot, that I delayed the order. Also notes I should have received an email notifying me of upcoming charge/shipment. No notification of charge three days ahead of time and they guarantee that to their customers; no email confirming delay in shipment and putting responsibility on customer. I want my money refunded now and I want my account canceled. Completely unacceptable. No empathy. No compassion.

  Business Response

  Date: 10/31/2023

  This issue was resolved with ***************************** as a one time courtesy refund. On October 19th, she opened the upcoming charge email. She did not reach out to us until the order was processed. Our policy is once an order is placed, we cannot refund or cancel any orders. This is stated on our website at: **********************************************************

  Customer Answer

  Date: 11/02/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/02/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 purchased a dog food from Maev on 7/18/23 in the amount of $112.56. The order number is #*****. I have given it to my dog as directed from Maev's instruction on how to transition your dog from a new food. My do got sick right away on just a small amount of Maev food. I emailed Maev right away letting them know that I would like to return the product and get a full refund due to my dog not only does not like the food, but also sustained allergic reaction and diarrhea. Maev refused to give me my money back. Attached are the email conversations between Maev customer service team and myself.

  Customer Answer

  Date: 08/11/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:11/01/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 subscribing customer to this pet food brand that ships raw dog food to its customers. My dog no longer likes their food and I want to cancel my subscription. On their website it says they constantly check their contact lines but this is not the case. I emailed the email address on the website to cancel my subscription. The website says I can cancel my subscription with no questions asked but that has been the opposite of my experience. Ive emailed them half a dozen times at first, they were quick to respond but the head of customer service asked me several questions and tried to keep my subscription and skip the next few boxes of food instead of canceling completely. I responded that I would rather cancel instead and thats when the company stopped answering. I checked my Maev account and found that the woman went against what I asked and simply skipped the next few orders instead of completely canceling my subscription. *** contacted them at least 5 other times with no response. They dont owe me any money Im just simply trying to end my subscription!!! They even have a phone number to text with any issues and no one has answered me there. I even messaged an employee I found through LinkedIn to try to get someone to help me!

  Customer Answer

  Date: 11/01/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************