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:05/05/2024

  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.

  Identity theft proclaim after purchasing a order I never received and was argued down when i contacted customer service. Very hatred company practicing fraud .l
  
  
  
  
  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

  Date: 05/06/2024

  After looking through all of our system records using the
  customer’s supplied name, address, phone number and email address, we have no
  record of actually shipping any product to this customer as they’ve described. 
  The only transaction associated with this customer’s name
  was under a different email address, physical address and phone number.  This order was placed by the customer, then
  canceled and refunded by our company after determining this may be a fraudulent
  order.  The details of that transaction
  are as follows:
  10/6/2023:  An order was placed by this customer.  Our system flagged this order as fraudulent due to the supplied billing address being different from the billing address on the supplied payment method.
  10/7/2023:  Our Customer Service team tried contacting this customer explaining the issue and asked that they verify their customer to verify their billing address. 
  10/10/2023:  Our Customer Service received a response from the customer stating it was not necessary for us to have them validate the addresses. 
  10/12/2023:  Our Customer Service explained again in further detail why we needed to verify their billing address to ensure that this was a legitimate order.
  10/14/23:  After not getting address verification, we cancelled and refunded the order.  Customer asked for a refund receipt which we provided.    Customer thanked us for our help.
  10/16/2023:  Customer sent a negatively worded email to us. 
  Based on the content of the various emails we’ve received
  from the customer, it seems as though several people were responding to us from
  the customer’s email, which led us to further believe that this was in fact a
  fraudulent order.
  While our Company will always work with consumers to ensure
  that they are satisfied, we believe this transaction and this complaint are
  both fraudulent, since the complaint does not at all reflect the actual
  interactions we’ve had with the customer according to our records.  

• Initial Complaint

  Date:01/20/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:01/11/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date:11/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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

  Date:09/30/2023

  Type:Delivery 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 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

  Date: 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 Answer

  Date: 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

  Date:05/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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

  Date:03/09/2023

  Type:Delivery 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.

  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 Answer

  Date: 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!