ComplaintsforBully Max

• Initial Complaint

  01/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a subscription to the dog food Bully max in October. I was told it was for a 30 day supply. The first box was enough for thirty days . After that I kept coming up short At first I really did not pay attention I just orderd a little early. Then I called and told them I was short again they sent me two extra bags. Again this month I came up short I realized I was not getting enough food. I called several times kept getting run around. They said the first box was an intro offer not my subscription. They said I agreed to 8 bags of food for thirty day supply. I did not I agreed to a month supply for a fifty pound dog. The number of bags was not discussed. I When I called again I was told it was my responsibility to know the amount of bags the first month I got ten bags after that eight bags . Eight bags is not enough I needed. I said the agreement was a month supply not the amount of bags. I again tried to explain I agreed to a month supply and why did I get enough for the first month. I was never told the amount of bags. Also when the agreement was made I was told I would get enough for a month. I looked up the ceo I called the number it was a car insurance number. I told them twice my dog ran out of food. They did not honor our verbal contract and said it was up to me to have figured it out.

  Business response

  04/04/2024

  In response to this complaint, the customer placed 5 orders for dog food from our website between October 10, 2023 and January 18, 2024, all of which we delivered on time and as ordered.  Four of these orders were delivered on a subscription that the customer signed up for, at a frequency of every 30 days.  While we may give guidance as to how long the food will last, based on the amount of food ordered and the dog’s size, it is only to be used as a guide and it is the owner’s responsibility to adjust their order frequency based on how quickly their dog actually consumers the food.  As stated on our packaging “Please use the feeding guidelines as an initial recommendation and adjust food amount as need to reach your desired weight goal.”  On one occasion we did send the consumer additional food so that she would have enough before her next subscription shipment. 
  However, based on the current situation we feel we have done all we can to satisfy this customer’s request and have cancelled her subscription, having met our obligation to provide her with the product that she has paid for.  We wish this situation would have been resolved more amicably with the customer and have made effort towards that end, but this was not to be the case. 
  
   
  
  Respectfully,
  
   
  
  Michael S****

  Chief Operating Officer at Bully Max

  Customer response

  04/04/2024

  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.
  
  

  bully Maxx ******** sorry for first message made a mistake. I read the response from Bully maxx . They don’t seem to be saying what I believe happened. I do have photos of emails and saved emails that tell a different story. I asked over and over for some kind proof had a subscription . They can’t come up with anything because I never had one. They did try and say the proff was a photo of an example of what they call proff. It did not seem to apply to me or anything I may have done. I have a photo of what was sent. I called four times on around   Oct 10 simply to make sure I was feeding what they told me to feed they said yes every time. I have actual proof of what happened with photos and emails and I can simply get my phone records. One time I called and said my dog was out of food I was told feed her something else. ( she gets sick when I change her food) I asked for free bags he laughed at me. They did send me two extra bags they came after delivery. Some other things about them that dont seem to do what they say  I have photos. They tried to sent some pdf but that did not prove anything . I am rejecting there answer to my complaint because I can show it just is not true. Thank you ****

  Regards,
  

  **** *****

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 5th 2023 I had purchased a bundle package from bully Max for my puppies and they had said that my order was delivered and I had contacted them to inform them that I never received it and I paid $112 for it and when I had contacted the company the company had advised me that they will not be reshipping nor refunded me my money back and I want something done about this I either want my money back or I want my bundle order that I had ordered and never received it

  Business response

  03/12/2024

  Thank you for reaching out to us regarding your recent purchase of the bundle package for your puppies from Bully Max.
  We sincerely apologize for the inconvenience you've experienced due to the non-delivery of your order. Ensuring the timely and accurate delivery of our products is of utmost importance to us, and we regret any frustration this situation may have caused.
  Upon reviewing the details of your order, we acknowledge that there was an issue with the delivery status. We understand your disappointment and frustration, and we are committed to resolving this matter promptly.
  To address your concerns, we are initiating an immediate investigation into the status of your shipment to determine the root cause of the delivery failure. Additionally, we will be coordinating with our shipping partners to retrieve any relevant information that could assist in locating your package.
  While we work to resolve this issue, we would like to offer you a full refund of $112.00. 
  Once again, we apologize for any inconvenience caused and appreciate your patience and understanding as we work to rectify this situation.
  Thank you for bringing this matter to our attention.
  
  

  Customer response

  03/12/2024

  [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. I will be happy to settle this matter out with receiving the refund you have offered. 
  
  Regards,
  ****** *****

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I thought this product would be great for my dogs. I bought a bag and slowly started introducing the product to my dog as the instructions said on the bully max bag. With I. Days my dog became very ill. Bloody stool that was uncomfortable. My poor dog could hold her bowels. I stopped feeding her your products and with 48hrs my dog was feeling better. This is a dangerous product and could of killed my dog.

  Business response

  12/31/2023

  We deeply regret hearing about the health issues your dog experienced, but we'd like to clarify our position regarding the accusation that our product caused the illness. At Bully Max, we maintain the highest standards of quality and safety in our products, and they undergo rigorous testing to ensure their integrity.
  However, it's important to emphasize that without concrete evidence linking our product to the health issues your dog faced, we cannot accept responsibility for the claim that our product was the cause. Individual dogs can have varying sensitivities and reactions to different foods, and there can be various factors involved in such situations.
  We understand that customer feedback is valuable, and we appreciate all concerns brought to our attention. We encourage you to reach out to your veterinarian to thoroughly investigate the cause of your dog's illness and determine if our product was indeed the culprit. Veterinary expertise can provide a more accurate assessment of the situation.
  If you require further assistance or would like to share additional information with us regarding your experience, please feel free to do so. We remain committed to delivering high-quality dog food and supporting our customers in any way we can. Your satisfaction and the well-being of your pets are of utmost importance to us.

• Initial Complaint

  09/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My order was supposed to be delivered on september 23rd, it never arrived, bullymax customer service told me to contact FedEx, fedex told me it was lost in Athens, GA and Bullymax would have to initiate the lost package procedure, I let bullymax know this in an email, also stating I would like to be refunded and I was cancelling all future orders(this was a monthly subscription) it has been over 24 hours and they have failed to respond to my last emails, plus it took me almost a week to find out my order went missing, all bullymax customer service would do was give me the phone number for fedex, there has been no contact from them since September 27th, it is now the 30th

  Business response

  10/31/2023

  regarding ********* ** * ********* ****** ********* *** ***** *** ***** ********
  
  I can confirm that order ******* has been refunded in full. This action was completed on October 2nd, 2023. I have attached screenshots of the refund for review. Please reach out again if you need anything more.

   

  Sincerely,
  
  
  Alyssa
  Bully Max Customer Success Team

  See Attachments

  Customer response

  10/31/2023

  [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

  05/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I wanted to find quality food for my fur baby and stumbled upon Bully Max based on a Google search. I went to their site and they offered a discount to potential customers to test their product. I paid my hard earned money on 04/30/2023 and received confirmation my payment went through and an order number: ******. On 05/01/2023, I received an email that my package was on the way and given UPS tracking number: ****************** for my package. On 05/04/2023, I received an email that my package was delivered at 10:19am. I opened my door and there was no package, so I assumed they may have left it in my mailbox. On 05/05/2023, I went to my mailbox and it was not there. I emailed the company immediately. I received a disturbing response instructing me, “The package might have been signed for by a neighbor or another resident at your location. Can you please check with others at your address, or perhaps a neighbor, to see if someone else has picked up the package? You can also check around the entrances of your residence for the package, particularly on back porches, bushes, garages, grills, or other places that might protect your package from theft or weather. You can also check your local post office.” I live alone and I don’t talk to my neighbors, not to mention it is illegal for anyone to intercept my package. The UPS website does not identify where the package was left. I live on the 3rd floor, so my package wouldn’t be in any bushes or other areas. To make these poor and tacky suggestions is poor customer service to say it politely. After this interaction, I filed a claim with UPS on 05/05/2023 and it states to contact the company, and of course the company tells me to file a claim. I have no desire to play ping pong with either company. Initially, I wanted a replacement product, but I don’t even want to test their product anymore. Their poor customer service has left a bad taste in my mouth, so I can only imagine how my dog would feel. I want a refund.

  Business response

  06/04/2023

  **** ********** Please find the details of this shipment attached. The customer's order was shipped promptly and delivered. Attached is proof of delivery, as well as the order details. The total cost paid by the customer was $8.59 (The customer applied a $15.00 discount to their order). We're requesting to close this dispute since we provided this customer with prompt and efficient service. Sincerely, Bully Max

• Initial Complaint

  03/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of Transaction: December 10 2022 Amount: $1,418.16 ***** ******* ******* Before I placed my order I contacted their customer support first. I asked for expiration date because I also ask them last August and they said their products have 1 year shelf life upon purchase but I received 04/2023 expiration I didn't complain that. But this time last December, I asked them again and they said the same 1 year shelf life upon purchase. Their customer service replied it's from their last batch and assure me that 1 year shelf life is accurate, so I told them that please make sure I will not receive 04/2023 expiration again. Then lastly this message is the one I trusted their CS said "IF YOU WERE TO ORDER AGAIN, I'LL ADVISE THE WAREHOUSE TO SHIP YOUR ORDER FROM THE LATEST BATCH AS WELL" so I trusted what they said that they will ship my order from their latest batch because that's what they said. I will not place my order if they don't say that they will ship my order from the latest batch. But I still received the last batch with 04/2023 expiration. Now, I contacted them informing this but they just blame me for not requesting latest batch but it's very clear I said that I don't want to receive the 04/2023 expiration. Please read the transcript uploaded highlighted by red circle. It's easy to understand I don't why they don't understand. I will understand if they admit their mistake and apologize but that didn't happen instead they are blaming me by their mistake.

  Customer response

  03/10/2023

  hello! I just want to inform you that this case number ******** is already solved. The merchant's manager which is very kind directly contacted me and they already fixed the problem. Thank you!

• Initial Complaint

  01/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/25/2021 I placed an order for a 5lb bag to try out their 30/20 High Performance food with their adversities 100% satisfaction risk-free guarantee. I paid $13.76 after shipping. My dog won’t eat the food so I reached out to see if they would want me to send it back for a refund or offer a replacement product. A representative sent me their policy through a chat feature that says they don’t accept returns of opened bags of food. Which is fine, but it does not state that they won’t do a refund. However the representative said they will not refund it because they won’t accept it back. They are falsely advertising a satisfaction guarantee, because my dog was not 100% satisfied with the food.

  Business response

  01/04/2022

  Hello,

   

  I'm sorry but our return policy clearly states we do not accept open bags of food to be returned.

   

  Thank you,

   

  -Nate

  Customer response

  01/04/2022

  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 

  You are still falsely advertising a satisfaction guarantee.
  
  Regards,
  
  ***** ***********

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bag of Bully Max dog food directly from their website on August 17, 2021 for a total amount of $139.00. I purchased this product because it is boldly states, in pertinent part, the following on their website: "100% Money Back Guarantee - Take the Bully Max 30-Day Challenge, Risk Free Get results you love in 30 days, or we'll refund 100% of your order. 30 Day Challenge Details: If your not 100% satisfied with the results of Bully Max after 30 days, just drop us an email. We'll refund 100% of your order." So, I therefore tried the product for 30 days. I did not get any favorable or beneficial results, as neither of my dogs would eat the dog food. I then emailed the customer service department after the specified 30 day time frame and informed them that their product did not provide any satisfactory results within the 30 day challenge period, and respectfully requested the refund promised. The only response I get from Bully Max is "We don't accept returns on open bags".

  Customer response

  09/17/2021

  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. The customer service team at Bully Max continues to place this request in the category of returning an open bag of dog food. This complaint is about honoring the BOLD GUARANTEE made by Bully Max regarding "getting the results you love in 30 days, and if you are not 100% satisfied, Bully Max will refund 100% of your order." When I told Bully Max I was not 100% satisfied, and did NOT GET the results I loved, that is where the Bully Max company had the opportunity to stand by their claim/guarantee of refunding my order. Instead, they continue to hide behind a poorly written, minimally emphasized and obscure blanket policy that they don't accept open bags of dog food. How else is a customer supposed to try their 30 day challenge if they don't open the bag of dog food they ordered and try it? If this is truly the case, Bully Max's firstly written 100% Satisfaction Guarantee BOLD CLAIM should emphasize that they DO NOT MEAN you will get results you love from their dog food, only from whatever else it is they claim will give you the results you love. This is truly bad form and dirty pool tactics on the part of Bully Max and shows their true colors as a company.
  
  
  
  Regards,
  
  ***** *******

• Initial Complaint

  05/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 3rd 2021, I received an email that my reoccurring subscription was charged to my card for $130.95. After four days passed I sent an email asking about tracking #. I was then told that they were out of stock for the product that they charged me for. Due to lack of communication and concern for me as a customer I demanded they cancel current and future orders and issue me a full refund. I was told 3 to 5 days, yet my monies haven't been refunded. I have sent 5 additional emails trying to resolve the situation prior to filling this complaint.

  Business response

  08/11/2021

  In regards to Complaint ID #: ********, this issue was resolved promptly. The customer was refunded on May 11, )021 at 10:40 AM (this was prior to the compliant they filed with the BBB (proof attached).
  
  A refund confirmation was also emailed to the customer on this date (proof attached).
  
  If you need any additional information on this case, please let me know.
  
  Matthew K*******
  Bully Max Customer Success Team

*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. ↩