ComplaintsforDr. Marty Pets
Pet Supplies
Multi Location Business
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Complaint Details
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Initial Complaint
10/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The dog food smells disgusting and that isnt even half my issue. My biggest problem with these people is that we ordered a probiotic powder $100 lasted not even a month didnt work didnt do anything And now we have to pay and ship it back and thats not worth it. Its gonna cost too much. This is horrible.Business response
10/29/2024
We are so sorry to hear this did not make for a good fit and for any frustration caused while working with our **************** teams. Our Return Policy within the Terms and Conditions listed on our website does state the consumer's responsibility in return shipping. You can view this at **********************************. I have checked your account and do see that you have been issued Return Authorizations, once the product is received a refund will be issued in 3-5 business days. Thank you for reaching out.Initial Complaint
10/14/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
When I placed my order with Dr ******************** I clearly stated my initial order was for one bag of dogfood so I could determine if my dog would eat it and enjoy it.when they set up my order they set it up for auto fill every 30 days and i cant get anyone to fill the order as i ordered itBusiness response
10/15/2024
I sincerely apologize for any frustration with the ordering process. I have checked your account and do see that you have been successfully refunded for your order. You will see the refund back in your account in 3-5 business days. I do also show that the membership itself has been canceled. Thank you for reaching out, have a great rest of your dayInitial Complaint
10/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a case to try and my dog didnt like it. Also, they did not honor then25% discount on the first order. So I emailed DR ********************** to cancel the subscription. I received an email asking me if I was sure I wanted to cancel. So, I knew they received my request. They ended up shipping me two more cases. They did not cancel the subscription. So after the two months they finally cancelled the subscription after my second emailed request to cancel. But offered no refund on the money back guarantee. Then they told me I had to pay for the return shipping for the two cases I didnt order. What they are doing is not only false advertising, it is dishonest and pure trickery. They keep sending me the same template email offering 30% off to keep the junk that my dog wont eat. Buyers beware!!!!Business response
10/15/2024
I sincerely apologize for any frustration with the ordering process and when working with our customer service teams. I have checked your account and do see that you have been issued Return Authorizations for your orders. However, I have issued a refund for your last order. You will see the refund back in your account in 3-5 business days. I do also show that the membership itself has been canceled. In regard to the Money back guarantee our Return Policy within the Terms and Conditions listed on our website does state the consumer's responsibility in return shipping. Thank you for reaching out, have a great rest of your dayInitial Complaint
09/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Dog will not eat this after smelling it.Business response
09/24/2024
I am sorry for any frustration while using the product. I have checked your account and do see that you have been issued a Return Authorization. I do also show that the membership itself has been canceled. Thank you for reaching out, have a great rest of your dayInitial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After visiting the official web site www.drmartyspets.com and viewing the LISTED prices, I proceeded to give my email address, to get a discount code for 25% off as a new customer. However, when I placed the order for six bags instead of being the $170 price listed on the website, the price suddenly became $323.70! With the 20% off I still paid $242.74!! DOUBLE THE PRICE LISTED. after 45 minutes with customer service, they told me all I had to do was log in to get the lower price however, 1) I wasnt logged in when I SAW the LISTED price to begin with, and 2) when you login theres nowhere to put a discount code, so that argument makes no sense! That is false advertising and a total bait and switch scam! *** never encountered a company thats so brutally tried to rip off their new customer! They increased their price by over double and pretend to give you a better price with a coupon. AWFUL and DISHONEST! We shouldve got 25% off $170. End of story.Business response
08/29/2024
I sincerely apologize for any frustration with the ordering process. I have checked your account and do see that the discount code was applied to your order. I can also confirm that you do have to be logged into the account to receive ta deeper discount as stated on the website drmartypets.com/product/natures-blend/ . Nonetheless, I have issued a partial refund of your order for any inconvenience caused. Please allow 3-5 business days for this to reflect back to your account. Have a wonderful day!Initial Complaint
08/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have reached out to this business TWICE, requesting CANCELLATION of the subscription. I have confirmation that those requests have been completed. However, TODAY 8/8/24, I receive another shipment of dog food from this company. I am UNWILLING to pay for something I didn't order. I have asked via email as well as their live chat to have a shipping label sent to me so I can return the product and not be charged for something I no longer want. I keep getting the run around.Business response
08/09/2024
I sincerely apologize for any frustration. I have checked your account and do see that you have been successfully refunded for your order. You will see the refund back in your account in 3-5 business days. I do also show that the membership itself has been canceled. We also do recommend cancelling the membership with ******* Thank you for reaching out, have a great rest of your dayInitial Complaint
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered food for my dog from this company and he wont go near it. It smells horrible and now they want me to pay postage. I read that but was so convinced he would LOVE it that I felt I wouldnt have to ship it back. I wrote immediately because I bought a subscription that I didnt want. I was going to try one bag to see if he liked it. I want my money back $67.40. Its very expensive and the food is unacceptableBusiness response
08/05/2024
We are sorry to hear that this did not make for a good fit and for any frustration it may have caused. I have checked your account and do see that you have been issued a return authorization number. Our Return Policy within the Terms and Conditions listed on our website does state the consumer's responsibility in return shipping. You can view this at ****************************************************** you for reaching out, have a great rest of your day!Customer response
08/05/2024
Complaint: 22085774
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased Dr. ******************** food based on reviews and money back guarantee. Unfortunately, my dog wanted none of the food in any shape or form. I have returned 2.5 packages for a refund. My biggest complaint is that most businesses stand behind product and offer return shipping. Since I had spent over $90, I couldn't afford to throw it out. However, return shipping to California from ******** cost $18.60. Return Tracking #********************** They could have offered a shipping label since they get merchant rates and insist on guarantee of food. The only other time my dog refused to eat dog food was because it had spoiled and was moldy.Business response
07/22/2024
We are so sorry to hear this did not make for a good fit and for any frustration caused while working with our **************** teams. Our Return Policy within the Terms and
Conditions listed on our website does state the consumer's responsibility in return shipping. You can view this at **********************************. Thank you for reaching out, have a great rest of your day!Initial Complaint
07/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have several cats. I ordered Drm . Marty's cat treats and food. Not 1 of my cats would touch the treats. I left the treats down for several days and still not 1 of my cats would touch the treats. I called their number and told them my issues. They did stop the food order my never did I receive a refund. It had been approx 7 to 8 Mos. and have never heard back from them.Business response
07/19/2024
I am so sorry to hear of the experience and want to ensure a resolution is made for you today so I have issued a refund for your order in full which should reflect back to your account in 3-5 Business Days. I have checked your account and do see that you have been previously refunded for the food order on March 13,2024 Thank you for reaching out!Initial Complaint
07/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
The company continues to send orders and charge my card after repeated refunds and subscription cancelations. I'm getting nowhere. It just keeps happening.Business response
07/09/2024
I am so sorry to hear of the experience and want to ensure a resolution is made for you today so I have issued a refund to your order in full which should reflect back to your account in 3-5 Business Days. I do also show that you had multiple memberships but all the memberships have been canceled. Thank you for reaching out, have a great rest of your dayCustomer response
07/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************
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Contact Information
Customer Complaints Summary
75 total complaints in the last 3 years.
24 complaints closed in the last 12 months.