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:09/20/2025

  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.

  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,
  
  ****** *******

• 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

• Initial Complaint

  Date:03/24/2025

  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.

  Purchased Dog food measuring cup, dog food and muscle gain tablets, and classic premium beef dog treats on March 6, 2025. My dog refuses to eat any of this. I mentioned it to Bully Max and they said it can't be refunded even though it's practically a FULL bag. I would like a refund for the waste of my money.

  Business Response

  Date: 03/24/2025

  Unfortunately, we are not able to accept returns or provide a refund for this order.  We received the consumers complaint on March 24, 2025 for her purchase on March 6, 2025.  The consumers order does not qualify for a refund since the items in question have been opened, and additionally the 14 day return period for unopened items has passed. 
  Here is our return policy, stated on our website.   
  

  We must receive your item within 14 days of the receipt of the product in order to process your return.
  You will need a valid return label (provided Bully Max's support team) prior to returning the product.
  WE CANNOT PROCESS A REFUND WITHOUT A VALID RETURN LABEL.
  Open item return policy:
  We do not accept returns for open product.
  If youre trying the food for the first time, we recommend ordering a single bag. We also recommend transitioning your dog to new foods slowly. This will help prevent an upset stomach.

  Customer Answer

  Date: 03/24/2025

  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:12/10/2024

  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.

  Business refused refund after issues with pet food. Emailed them within return window listed on their site.

  Business Response

  Date: 12/11/2024

  To whom it may concern,
  In response to Complaint ID: ********, **** *** was not operating under our current return policy which states on our website that Bully Max must receive a return within 14 days of the customers receipt of product,and that we do only accept returns for unopened product.  Mr. *** contacted us 15 days after receiving his product.  The return policy attached to ******* ********** was outdated.
  However, despite this, Bully Max issued a full refund to ****** on December 11, 2024 as a one-time policy exception.  We trust that both Mr. **** and the Better Business Bureau find this solution acceptable and that this matter can be closed.
  
  Respectfully,
  ******* *****
  Chief Operating Officer
  Bully Max   

• Initial Complaint

  Date:09/27/2024

  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.

  On July 21st I ordered $63.67 worth of products from Bully Max. In the original email, they provided a tracking number for *** but it was actually for the ****. I could not track the package until I contacted them and the *********** said it was delivered on July 26th. I did not receive the package and contacted customer service. after several emails, they said the claim was denied because it showed as delivered. I reached out again and they verified through the post office using geolocation that the package was misdelivered. I have requested new product or a refund and they have refused. They said I need to file an appeal on the insurance but that has to be done by them. This is the message forwarded from the USPS:On Fri, Sep 13, 2024, at 12:40 PM, ******, ******* D - **********, ** *************************** wrote:Good morning,Based on the geolocation the package was misdelivered on 7/26/24 If the claim was denied then the customer would have to file an appeal.Thank you and have a good day!Respectfully,******* D. ****** Business Service Network Representative ************-1 District ************

  Business Response

  Date: 09/27/2024

  Thank you for your inquiry.  We originally did a partial refund of $10.75 on July 20, 2024.  As of today, September 27, 2024 we refunded the remaining $52.92 to the customer and notified them by email.  We apologize for the customer's inconvenience in this matter, despite the shipping issues being out of our control and hope they continue to be a valued Bully Max customer. 

   

  Customer Answer

  Date: 09/27/2024

  [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.]
  
  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:07/29/2024

  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 7/1/2024, April 1, 2024, May 16, 2024, June 8, 2024, June 30, 2024
  Bully Max 24/14 High Protein & Growth Puppy Food
  
  Bully Max 30/20 High Protein Dog Food - 80 pounds
  
  We purchased several times from Bully Max. Each order contained multiple bags of dog food. Our dogs are not exposed to wildlife, other pets, household waste, table scraps, or other materials that would be deemed hazardous to pets. Previously, our dogs were fed a chicken based dog food without issues. We switched to Bully Max due to their marketing regarding the quality and results of using their products. During the time that our dogs were only fed Bully Max dry dog food according to their guidelines, they would experienced episodes of heavy diarrhea. The symptoms were persistent throughout several bags, but some bags did not cause any gastrointestinal upset. We contacted our vet clinic via phone to tell them their symptoms. They advised to add pumpkin to their food and see if it resolves. If not, switch to the previous or a new brand of dog food. We followed the vets recommendations. The pumpkin did not resolve the diarrhea. We switch all of our dogs to another chicken based formals with another brand and within 48 hours, their stools were firm and unremarkable. We provided a review on chewy regarding our experience and on the official Bully Max Facebook group. The post was deleted by Bully Max on Facebook and I was removed from their group. I received an email threatening legal action if I did not remove my review on Chewy. Chewy has confirmed that my post does not violate their guidelines for removal. The business has sent an email and text message to my personal phone in an attempt to intimidate me into removing my negative review of their product. Their arbitration clause restricts this type of action. I am requesting removal of my personal information from Bully Max and no further contact by Bully Max or any third parties associated with this company.

  Business Response

  Date: 07/30/2024

  Dear BBB and *** ********* 
  
  Thank you for bringing this matter to our
  attention. 
  
  At Bully Max, we are committed to providing high-quality
  products and excellent customer service. We take all feedback seriously and aim
  to resolve any issues our customers may have. 
  
  However, upon reviewing the complaint, it appears that this
  review may be retaliatory in nature, following *** ********** removal from our
  Facebook group. There seems to be no specific resolution or request for action
  from *** ********, which suggests that the primary intent of the complaint is
  to damage our brand's reputation. 
  
  We take pride in our rigorous testing and quality assurance
  processes and stand by the safety and efficacy of our products. Nonetheless, we
  remain open to addressing any legitimate concerns *** ******** may have. We
  encourage her to reach out to us directly to discuss any specific issues so
  that we can work towards a resolution. 
  
   Sincerely, 

  Matthew ********

  Founder at Bully Max

  Customer Answer

  Date: 08/03/2024

  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.
  
  
  
  “Thank you for your response. I appreciate that you take feedback seriously and aim to resolve customer issues.
  
  
  However, I must clarify that my complaint is not retaliatory in nature. My primary concern is the health and well-being of my dogs and other pet owners. My intention is not to damage your brand's reputation but to share my genuine experience and concerns.  Here are the specifics of my experience:
  
  
  1. **Health Issues:** After switching to your dog food, all six of my dogs developed diarrhea. This occurred consistently, despite their clean bills of health and no prior issues with other brands.  
  
  2. **Inconsistency:** Each new bag of food seemed to have varying effects on my dogs. Sometimes, their symptoms would improve, but other times the diarrhea would return, suggesting possible quality control issues. These are personal opinions based on our experience and are under review by the FDA. 
  
  
  3. **Testing:** I have provided samples of the food to the FDA for testing to determine if there are any underlying issues. 
  
  
  4. **Threats and Incentives:** I have received threatening emails from your company, requesting that I remove my review, claiming it is baseless and lacks veterinary evidence. Additionally, I received an email asking me to share my review on Chewy in exchange for an entry into a drawing for $500 of food. I did not participate in this incentive.
  
  
  5. **Facebook Removal:** After posting my experience in your Facebook group to share with others, my post was removed and I was subsequently removed from the group without any explanation. I shared my experience across other platforms in an effort to reach more pet parents who may have experienced similar concerns. 
  
  
  I made it clear in my initial complaint that the desired resolution is as follows: 
  You cease issuing threats of legal action and no further contact be made by any methods, including by third parties. Please note that any further threats of legal action may be considered a violation of anti-SLAPP statues.
  
  
  Furthermore, I’d like to request account deletion and removal of my personal information in Bully Max database. 
  
  
  I am not open to addressing any further matters with your business. We will continue to cooperate with the FDA regarding their investigation by providing accurate information and product samples.” 
  
  
  
  Regards,
  
  
  
  **** ********

  Business Response

  Date: 08/05/2024

  To Whom It May Concern,
  This communication serves as a formal response to the complaint lodged against our company, Bully Max, by the customer named Mary Thompson under the "Complaint Type: Service Issues." The complaint includes accusations that we deem to be unsubstantiated and aimed solely at tarnishing our brand's reputation without providing any verifiable evidence.

  
  Summary of the Complaint: The complainant alleges that our products, specifically the Bully Max 24/14 High Protein & Growth Puppy Food and Bully Max 30/20 High Protein Dog Food, caused gastrointestinal distress in her dogs. She claims to have adhered strictly to our feeding guidelines and reports that her dogs experienced episodes of heavy diarrhea while consuming our products, but not when consuming other brands. Furthermore, she asserts that Bully Max engaged in actions to suppress negative reviews and made inappropriate contact in an attempt to remove these reviews.
  

  Company's Response and Position:
  1.  Unfounded Claims: We categorically reject the allegations made by the complainant. Our products undergo rigorous quality control and testing procedures to ensure they meet all safety standards. The lack of any verifiable evidence or veterinary confirmation linking our products to the reported symptoms undermines the validity of these claims.
  

  2.  Customer Service and Privacy Compliance: Upon receipt of the complaint, we immediately removed **** ********** information from our mailing and marketing lists, as requested. However, we must note that such a request is a simple matter that can be managed by our support team and does not warrant the involvement of the Better Business Bureau (BBB). The complainant's intention appears to be more aligned with attempting to damage our reputation rather than resolving a service issue.
  

  3.  Reputation Management: The assertion that our company sought to suppress negative reviews is misleading and inaccurate. As a reputable business, we reserve the right to address unsubstantiated claims that may misinform other consumers. The complainant’s review on external platforms remains subject to the respective platform’s guidelines, and we have not taken any action contrary to these policies.
  

  Request for Resolution: Given the lack of substantiated evidence and the apparent intent to damage our reputation, we respectfully request that this complaint be closed as it does not present a valid basis for dispute. We maintain our commitment to transparency and customer satisfaction, and we assure all parties involved that we operate within the bounds of applicable laws and ethical standards.
  Should you require any further information or clarification regarding this matter, please do not hesitate to contact us.
  
  

  Matthew K*******

  Founder, Bully Max

• Initial Complaint

  Date:05/24/2024

  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.

  Bully Max Muscle Gain tablets, this product gave my puppy diarrhea and made her sick real bad.
  I purchased item from Bully Max store on Amazon paid $15.99 plus tax.
  I reached out to bully Max directly and they advised me that there was nothing they would do regarding a refund even though I only utilized two tablets and was shorted by 2, I only received 28 tablets instead of 30. I did state that I don't understand why I couldn't receive a refund because I'm not able to use the product and I'm willing to return the product if they will approve the return, they stated after requesting a refund from their Amazon store that they don't accept returns. This information was provided after purchase not prior to.
  Items were purchased May 16th and delivered on the 17th.

  Business Response

  Date: 05/28/2024

  Thank you for contacting us regarding the customer’s
  complaint.  Consumers purchasing Bully
  Max products through Amazon need to work through Amazon’s customer service system
  to receive a refund. Unfortunately, Bully Max is not able to provide Amazon refunds
  when contacted directly by the customer as we do not have access to any
  customer billing information necessary to provide a refund.

  
  The proper steps for the customer to receive a refund will
  be to use Amazon's “Buyer-Seller messaging” by following these
  steps:
  - Go to "Your Orders" in their Amazon account.
  - Find the order and select "Problem with order."
  - Choose the relevant issue and select "Contact seller."
  

  In addition to this
  reply, we will contact the customer directly regarding these steps in order for
  them to receive their refund. 
  
  Thank you.