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:12/01/2025

  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 have sent emails canceling bully max dog food after I had to keep buying due to not receiving there product and also later com to find out our dog is allergic to chicken. But I keep getting deliveries. I try the website chat with no luck, cancel at ****** but only schedule delivery can be cancel. so I sent over 3 emails to this people and all they do is ask for information that I emailed and they already have. My email, my address, my cell number. Also it says to replay in area indicated but You can't because its not allowing it. And trust me, it aint my Galaxy S24Ultra. I have spent too much time on this and still not solved. This is out of hands.***.

  Business Response

  Date: 12/02/2025

  We did respond to Mr. ******** on October 24, 2025 regarding his complaint, letting him know we have no record of him being a customer of **************** with the information he provided.  We informed him that based on an email he forwarded to us from a company called Bully Make, that he needs to follow up with them.  We believe he contacted Bully Max by mistake and we are able to take no further action.

  Respectfully,

  Bully Max Customer Service

• Initial Complaint

  Date:11/06/2025

  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.

  have had a subscription since September 11, 2023 my last order on October 22, 2005 was missing the wet food portion of the order and they tried to say it was fed ex but the same amount of boxs showed up as every other month. vendor refuses to take care of the issue

  Business Response

  Date: 11/07/2025

  These missing items were shipped from our warehouse according to our records, and we have filed a claim with the carrier per our policy.  However, in this case to provide an expedited solution for our customer we have refunded him the amount of the missing product while we wait for resolution of the claim.  We have informed the customer via email that their refund has been processed.  We are sorry for any inconvenience to our customer and greatly appreciate their patience in this matter.

   

• Initial Complaint

  Date:10/23/2025

  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.

  Never received the product, customer service people were incompetent. To top it off, they kept the money.

  Business Response

  Date: 10/23/2025

  We apologize for the inconvenience to Mr. **************** The original order was shipped on time,however it seems to be lost within the postal network.  We had filed a claim regarding this package,however to satisfy the customers immediate needs, we have refunded him the full amount of this purchase as requested. Again, we apologize for any inconvenience.

  Customer Answer

  Date: 10/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please see the attached photos, it is email traffic from the business. It is kind of hard to lose something in the mail when it was returned to them in the first place. I find that alarming that a business can lie like that and have no repercussions. Meanwhile, I am left trying to find a solution to get my dog dog food because I live overseas and they do not sell that kind over here.
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:10/07/2025

  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 two months worth of Bully Max Puppy food. My dog had diarrhea the entire two months. I called on 10/07/25 to return 5 unopened bags and was told because it had been longer than 14 days, I could not return it. OrderOrder TypeDateStatusTotal 1467535Subscription (recurring order)Sep 2, 2025Payment status: Paid Fulfillment status: Fulfilled$145.93 USD

  Business Response

  Date: 10/08/2025

  Bully Max has a clear return policy on our website stating that we must receive your item within 14 days of receipt to process any return.   The consumer received the product on September 3, 2025 and contacted us on September 30, 2025, outside of the 14 day policy window.  However, in this instance, we have emailed the customer on October 8, 2025 and offered to accept her return of the unopened bags of food for a refund on those bags.  If she accepts the offer, we will provide a return label and will refund her upon the acceptance of those bags at our warehouse,as is our policy.  We hope this resolves the issue and that our customer is satisfied with the solution.  

• Initial Complaint

  Date:10/01/2025

  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.

  So I've been a bully Max customer for 5 years My dog absolutely loves the food I'm on the autoship program. I decided to try these treats for the very first time I opened one bag gave him one little pellet and about 5 minutes he started throwing up multiple times around the carpet. This was the only new variable in his diet He continued to throw up and I took him to the vet Also concerned about his health being very worried that this treat could have caused something. So of course I returned all three bags of treats two that I did not open but one that it had been opened to give him one piece to find out that there was a problem I didn't know there was a problem until you open a bag to realize either it's a good treat or it's a bad treat You don't know this from looking at the bag! I tried to speak with customer service They stick to their script that they refuse to give me a refund because the bags opened Like I said I would not know that I had a problem in my dog wouldn't have had to throw up multiple times If I didn't open a bag to give him one piece This is ridiculous I understand policies but this right here is what we call in extenuating circumstance. If this is the type of customer service that I'm going to be treated with for 5 years of loyalty to your brand I will never buy bully Max food again I will not support bully Max in any way or suggested to any of my friends I will take down all of my reviews. I feel completely disrespected and mishandled when I should have got proper customer service we're sorry to hear that you've had a problem we'll be happy to refund this considering the circumstances and we hope your dog feels better is what I should be told Not we can't help you It's our policy! If you ask to speak to management or a supervisor they never have one available They say that's not possible to speak to a higher up in the company. Since the TV commercial started your customer service went down the toilet! I want the old bully Max customer service!

  Business Response

  Date: 10/02/2025

  Bully Max greatly appreciates our customers loyalty.  While we do have our return policies in place for a reason, we understand Mr. ******** extenuating circumstances and have refunded him $27.08.    

  Customer Answer

  Date: 10/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *********** *******

• Initial Complaint

  Date:09/20/2025

  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.

  My last made order was canceled due to supposed fraud. Bully Max stated I had a chargeback on my account which lead to them canceling my order two days before it was to arrive. This is the statement sent to my email: Chargebacks are protection offered to consumers as an easy way to dispute suspicious transactions and to protect them from fraud. A history of chargebacks is a red flag for potentially fraudulent activity in an ********** response to them was letting them know that the chargeback was due to them not adhering to my request to resolve the matter at hand when it was to be. The chargeback was from a mistaken order that Bull Max made on their own. They claimed that I had subscribed to an item that I first received in the past as something to try out. I had and currently do not have any subscriptions with Bully Max because their foods come at the wrong times. Not only did they ship this item but then they shipped it to a bed and breakfast that I had already left from. I disputed this charge with Bully Max for more than a month (07/20/25 to be exact) in which each person would tell me that they would escalate the call and someone would get back to me. Instead of feedback regarding that issue, another order I made went to the wrong address (back to the bed and breakfast) even though the shipping and billing addresses were both in **. The *** is in **************. They confirmed the addresses and apologized and stated someone would get back to me to resolve the matter. This did not happened and I had to call them and complain in order for someone to actually reship my order Here we are in September, I called my bank and told them to dispute the charge to give my funds back. I then made a new order for a package that Bully Max canceled due to the chargeback of the subscribed order that I did not request. I reached out to them to see why my order was canceled and complained. This time Bully Max canceled my account and banned me from their website.

  Business Response

  Date: 09/23/2025

  There have been several chargebacks filed by this customer for claimed non-delivery of packages all of which were beyond our company's control.  We did ship the customer a new order (Order ******** for an order the customer claimed went to the wrong address.  For another order *******, customer claimed the order was not received.  Bully Max filed a claim with ***** which was denied by **** as they were able to confirm delivery.  Upon investigation, it was determined that customer had this order shipped to an address other than her residence, but was not at the address when it was delivered.  Another chargeback was filed by the customer.  **************** has followed all posted policies with regard to refunds and reshipments, and has gone to considerable lengths to satisfy the customer, given the amount of address changes that were made.  Given the  time and effort already taken by our **************** to satisfy the customers needs, we are considering this matter closed.  No further action will be taken. 

  Customer Answer

  Date: 09/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It is almost as if you are trying to fault me for your mistakes. There was only one chargeback. Just one. In which you all sent me an item that I did not request. I reached out to you all numerously. Via online and over the phone. In fact, I had to resort to calling you all and staying online for nearly an hour because whenever you chat to someone online, it takes you nearly two to three hours before someone responds and then they put you on hold without sporadically updating you to the point to where you leave the chat and resort to making a phone call. Then someone after hours will finally respond to said chat message asking where you are as if you were to just sit there and stare at your device for hours. 

  By law, you have the right to dispute a charge with your bank under the Fair Credit Billing Act (FCBA) (for credit cards) or the Electronic Funds Transfer Act (EFTA) (for debit cards) if you cannot resolve an issue with the merchant.

   I reached out to you all in July about this order charge (*******). I informed you all that I did not authorize this purchase and how the item was never delivered to the location and that we had already left the location. We were only visiting for a week. That was not my permanent residence.  You most certainly cannot go by what **** states since they're losing peoples packages. For all I know, the mailman may have kept it or it got lost on the truck, or a neighbor could have taken it. 

   I merely purchased this item in the original order 1433798 just to try it out. I have 10 dogs and at that time also 6 puppies. We were there for a week so I ordered their food for that time being. How would one pack of doggy treats feed all of those dogs for a week?  Regardless of which, I was not responsible for that item since I did not order it. Your system or rather whomever there at your company made that mistake. This is proven since you all again for a second time messed up my order and yes this is not the first time.

   I have had so many run-ins with you all, if anything I should compensated for your mishaps.  This time for this order ******* you all sent it back to the bed in breakfast that we stayed in for a week. This order was to be shipped to my New York Address and it was in the order to be shipped to my New York Address but according to you all--it was an error on someone who worked in your shipping department in which they made a mistake and sent it to the ************** address. The address to where I only stayed for a week in. 

  I tried to resolve it with you all.  More than a month, almost two months had gone by and you all had not called or emailed me regarding my order. It was not until I called, raising h*** that you all actually did something. It took some time but it was eventually resolved. You cannot blame me for your mistakes. If anything, you should be apologizing to me for taking me through this but to accuse me of having several chargebacks only because my bank reached out to you all-is hilarious and downright disrespectful. You punish me for your mistakes. 

  
  Regards,
  
  ****** *******

  Customer Answer

  Date: 10/01/2025

  
  Pumpkin's Patch DBA
  Attachments
  2:44 PM (32 minutes ago)
  to me
  
  1441629 - is the order that I did not authorize nor received and went to the ** address after I had left the bnb. They may have confirmed with **** that it was delivered but it wasnt to me since I left that *** weeks before they shipped it and again I did not authorize it.
  
  1456493 - was the order I did not receive because again they sent it to the wrong address to **. They apologized for this and they stated that it was an error in their shipping department.
  
  1463822 - was the order they shipped to me in place of the order that they sent to the wrong address. Check out the photos I submitted to you. Look at the tracking number on the order and the address it was to be shipped to and then check out the information on the **** tracking order. Look at the addresses it was shipped to. They made the mistake. I sent this all to you before. Did you not look into it?
   
  So what exactly did you send me in bold red for? This didnt prove anything. Tell them to show the facts. I still have the emailed conversation from the online agent who assisted me first with this issue. They blamed it on their shipping department for making that error. To this day I call up Bully Max for my refund and they still h

  Your customer service did nothing if no evidence was even investigated. You actually didnt do anything. I complained that my account was closed, accused of multiple chargebacks. I reached out to them regarding one item I did not authorize and did not receive and did not get a refund for and I reached out to them for an order that they mistakenly sent to the wrong address. Look at the documents. I can even forward to you the emails from them. I still have access to my account. The address to ship was to be a NY address but their shipping department shipped to *** 

  I didnt have any order but one delivered to ***************  Their shipping department made the mistake of continuing with that address and sending an order that I did not authorize. Then the next order I made while back in ** was then shipped to the same address in **************. I had it to be shipped to my home. It shows in my emails that I received by the company confirming the order and the shipping address being NY and not **. I did not do that. They made this mistake.  I uploaded proof to you all. They still have not refunded me my monies either.  I made one chargeback. The very one that I did not receive my refund for yet. I dont have to honestly prove anything since they proved my point. I sent you the order information and I sent you the conversations between myself and their agents. They apologized for sending the order I authorized to the wrong address and then shipped out my order again. But the ***** for an item I did not authorize nor received has not been refunded back to me. 

  
  

  Business Response

  Date: 10/02/2025

  
  Based on our records, all funds have been refunded to the customer through the chargeback process that she initiated through her bank.  We apologize for any inconvenience or misunderstanding, however our *************************** followed all of our established procedures correctly. The customer has not been banned from our website, and we hope to continue our relationship with them.

  Customer Answer

  Date: 10/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Then what does this email mean? If I am unable to make purchases on your website anymore, then what does that mean? Am I not banned? Is that not what this email means?  Also, I never received my $14.95 back. My bank stated you all denied refund. Stating that the order was fulfilled and they took your word for it. Even though the order was never fulfilled because it was never requested and went to the wrong address!  
  
  Regards,
  
  ****** *******

  Business Response

  Date: 10/06/2025

  The customer should have received her $14.95 refund as part of her bank's chargeback process, refunded to her credit card.  However, we have refunded the customer $14.95 back to her credit card this morning.  Attached is the receipt showing the refund.    

  Customer Answer

  Date: 10/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  

  Thank you, I now have received it. My chargeback was denied before since the bank stated your bank refused to pay and told them that the package was confirmed receipt. Today I received the refund you promised.  
  

  Thank you! 

  
  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. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:08/25/2025

  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 have been a loyal Bully Max customer for years, but my recent experience has been nothing short of devastating. After feeding my dog from a recent batch of Bully Max food, she became seriously ill and her condition worsened by the day.When I reached out for help, customer support repeatedly promised escalation to management but that never happened. Instead, I was left dealing with outsourced support staff who offered nothing but vague reassurances and delays. Despite providing vet notes and photos as requested, no manager or decision-maker ever contacted me directly.This lack of accountability and urgency is unacceptable, especially when the health and well-being of pets are at stake. I am canceling my subscription and will be pursuing external channels to ensure this matter is addressed ************ owners deserve transparency, responsibility, and real support not empty promises.

  Business Response

  Date: 08/26/2025

  To whom it may concern,
  We received Mr. ******** complaint regarding the skin condition his dog was experiencing and responded immediately and appropriately. We take every complaint very seriously,especially when the health of a pet is involved. 
  The customer provided a letter from his dogs veterinarian which stated that a food allergy is being considered as one of several possible diagnoses, and that they cannot confirm a definitive cause due to several other potential contributing factors. 
  We assured the customer that all **************** products must pass rigorous food safety and quality assurance testing before shipping to our consumers.  Mr. ******* spoke with our **************** Manager who provided additional assurance on the safety of our products.  We have refunded Mr. ******* as he requested.  As we have met all the customers requests, we consider this matter resolved and wish for the continued health and well-being of his dog. 

  Customer Answer

  Date: 08/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am rejecting Bully Maxs response because it is not accurate and does not reflect the reality of my experience.
  No Urgency, No *******************start="459" data-end="462"> From the beginning, Bully Max promised my case would be escalated to management within 2448 hours. As shown in the attached correspondence, I provided all requested documentation including photos of my dog and a personal letter from my veterinarian confirming her hospitalization. Despite this, I never received any outreach from management or a supervisor.
  Only *****************************************start="870" data-end="873"> All communication came only from overseas support agents using fake names. Not once did I hear from a U.S.-based manager or company representative, even though escalation was repeatedly promised. This shows a clear lack of accountability and urgency.
  Pattern of ****************start="1152" data-end="1155"> The attached emails make it clear that Bully Max support continuously stalled, recycled the same vague language (internal team, back-office team), and ultimately stopped replying altogether. At no point was there any genuine sense of urgency, despite the fact that my dogs condition was worsening by the day.
  Refund Does Not Resolve ****************start="1510" data-end="1513"> Bully Max issued a refund, but that does not resolve the core issue. My complaint was about their complete failure to provide accountability or management support while my dog suffered. A refund does not erase their negligence, nor does it resolve the lack of escalation and follow-through.
  Reactive Only to ************************start="1846" data-end="1849"> It is important to note that the only time Bully Max acknowledged my case with any seriousness was after I left negative public reviews. This proves they are reactive to protecting their image, not proactive about the health and safety of their customers pets.
  Proof Attached:
  Screenshots of all correspondence showing repeated promises of escalation that were never honored.
  Documentation of vet notes/letter provided to Bully Max.
  Timeline of communication showing no contact from management, despite promises.
  For these reasons, I reject Bully Maxs claim that this matter is resolved. The record shows a complete lack of urgency, accountability, or genuine escalation from management. I respectfully request that BBB keep this complaint open to accurately reflect the companys failure to act responsibly.
  Sincerely,
  ******* *******
  
  
  
  Timeline of Events Bully Max ******************start="220" data-end="223">Customer: ******* *******
  August 18, 2025 I called Bully Max customer support regarding my dogs illness linked to their food. Support assured me that my case would be escalated to management and that I would receive a callback from a manager/supervisor. Call lasted ~10 minutes.
  August 18, 2025 (later that night) Received email from ****** (support) asking for vet notes and photos of my dog. No mention of management outreach despite call assurance.
  August 19, 2025 I replied, reiterating that management contact was required. I stated I had vet notes and photos ready but intended for management review. Still, only support staff responded, again promising escalation.
  August 20, 2025 Provided all requested documentation, including vet notes and photos (with letter from my vet confirming hospitalization). Support responded with apology and promised escalation, stating I would hear from a supervisor within 2448 hours.
  August 21, 2025 No contact from management, no supervisor callback. I emailed again, demanding escalation and stating consequences if no response. Support stopped replying after this point.
  August 2225, 2025 No further communication from Bully Max management. Only silence. Meanwhile, my dogs condition continued to worsen.
  August 25, 2025 Filed BBB complaint.
  Post-Complaint Bully Maxs BBB response falsely claimed they had responded immediately and appropriately, that management spoke with me, and that the matter was resolved with a refund. This is demonstrably false as all attached correspondence shows, no management or supervisor ever contacted me.
  

• Initial Complaint

  Date:07/15/2025

  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.

  Unfair Loyalty Program Practices Unable to Redeem 10+ Years of Bullymax Rewards Points I have been a loyal Bullymax customer for over a decade, accruing more than ****** rewards points over the course of 10 years through consistent purchases, engagement, and brand loyalty. However, I am writing to express my deep dissatisfaction with Bullymaxs current rewards program and the lack of transparency and fairness in their redemption options.Despite the significant volume of points I have accumulated, I am unable to redeem them for anything of comparable value. The selection of free items offered for redemption is extremely limited, generic, and not reflective of the brands premium product range. Many of the options are repetitive, unappealing, or completely irrelevant to the quality I have come to expect from Bullymax. In short, the rewards catalog feels like an afterthought and fails to respect the time, loyalty, and financial investment of longstanding customers.Furthermore, I have contacted ********************** previously, and no resolution or meaningful response has been provided regarding how I can fairly redeem or transfer these points into useful value.This feels misleading and exploitative, especially considering the extensive marketing around the rewards system and its promised benefits. If Bullymax does not intend to honor or properly maintain their loyalty program, then those promises should not be used to incentivize customer purchases over such a long period of time.

  Business Response

  Date: 07/16/2025

  We sincerely appreciate our customers loyalty and revised our rewards system over a year ago to improve the value that we offer to them.  We increased the overall number of rewards items we offer, as well as the types of products now available based on customer feedback. 
  Unfortunately, some of our rewards items were removed due to changes in product availability.  Additionally,while we no longer offer monetary incentives for accumulated rewards points, we have made other changes such as free shipping on all orders, to improve the value that we offer our customers. 

  Customer Answer

  Date: 07/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* A

• Initial Complaint

  Date:05/22/2025

  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.

  so I received imessage from Chase ***** with the number *****, it happened the first time at February 27 2025, and the text said Chase *****: We declined $217.53 with the card ending 3517 at SP BULLYMAX.COM. Was this you or an authorized user? Reply YES or NO. If yes, you will not be charged unless the purchase is attempted again. If no, we will close the card above and send you a new one that you should receive in 5 to 7 business days. Msg & data rates may apply.and I replied NO. Then it happened again on February 28, March 13 also I get the email too about the fraud and I always click No. Then suddenly on March 13 my card get charged $239.67 I immediately call the bank to dispute it because I click No on my email. The statement disappears for a while until today on May 22, 2025 I check the bank statement and it appeared. I called the bank they connect me with Lalaine BullyMax. She told me that she would help me to resolve the problem but the end their only answer is were very sorry to inform you that were unable to issue a replacement or refund at this time. Your order was processed on March 13, 2025, and according to the couriers policy, claims for unreceived orders must be filed within 120 days of the delivery date. even this not 120 days already while I got other email from her colleague saying that My colleague ******* informed you of the timeline from **** which is 120 days. However your order was shipped with *** where the claim timeline is 60 days as shown on the picture attached here. so theres nothing they can do about it. They charged me for it but didnt sent the package to me. I ordered with them before on 2024 thats the only email and order number I get from them. They didnt sent me the proof of delivery, or any proof. just talk to me will help me yo resolve the problem even the bank people now about it because the bank connecting me with that woman. Ill be ok to pay for it if I got the package. but Im not and still get charged.

  Business Response

  Date: 05/23/2025

  To whom it may concern,
  After investigating this customers complaint, we submit the following response:  Customer purchased from our website on March 13, 2025.  The item(s) in questions were verified as Delivered by *** tracking on March ******* (see attachment).  On March *******, the customer submitted a chargeback request through *******, claiming the purchase was fraudulent.  After investigating,******* resolved the chargeback in our favor, stating that it was clearly the customer placing the order and therefore any claim of fraud was invalid (see attachment).
  The customer contacted **************** **************** for the first time on May 23, 2025, now claiming that they did not receive the package that they initially claimed was a fraudulent order.  Bully Max **************** agent attempted assist the customer by filing a missing package claim on behalf of the customer, but it was past the 60 day window to file a claim set by ***. 
  In summary, the customer placed the order, received the order within 2 days, then attempted to get a refund by claiming it was a fraudulent order, and when that didnt work, they attempted to get a refund by claiming they never received the package.  Had the customer contacted **************** initially after receiving the product, we would have gladly performed a return and refund in accordance with our policy.  But this seems to be an attempt by the customer to work around our established policy to get a refund for a product they have already received.
  

  Respectfully,

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

  COO, Bully Max

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Thats the only email I get, my last order was on Jun ******* providing with tracking number on order but as for March ******* I didnt receive any order number, tracking number or anything. The only email I get is about the subscription as I provided. I was loyal customer from 2022 as the merchant could see in my history purchase. The reason I call the bank to do the dispute because I didnt get the item or package. I even still have the proof of my package being sent on 2024 but not this time on March 13. I didnt get any notification from *** or anything which is make me so ***et being treated like this.

  Regards,
  
  ****** *********

• Initial Complaint

  Date:04/06/2025

  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.

  Date of transaction march 27, 2025 Company name bullymax Amout paid $203.44 In this complaint. They would not honor the refund of an opened bag of dog supplements which is totally understandable if it was stated on the website or their product description of what was sent, but none of that exist prior their claims and refuse to refund me for this. I wanted them to refund it since my dogs won't even come near it which is useless specially on how much it was paid for. In total honesty if these unsaid changes on the product would still make my dogs want it. I would've kept it. But that isn't the case. After all this have been resolved I may not want to do business with them anymore if this is how they handle and do things in their system.

  Business Response

  Date: 04/07/2025

  Bully Max has an explicit return policy as stated on our website (**********************************************************************************) that we will not accept returns for items that are opened.  This has always been our return policy.  *********** would like to return any unopened items we would be happy to send him a pre-paid return label and refund him once items are received in an unopened condition. 

  Thank you,

  Bully Max