3 Customer Reviews
Review from Penny M
1 star10/13/2023
Terrible customer service. They don't answer emails, calls or instant message chats. I continue to attempt to actually speak to a person to resolve my issue - no response.
Innovet Pet Products Response
10/18/2023
We sincerely apologize for the delay in our response and any inconvenience you've experienced. Your feedback is crucial to us, and we appreciate your patience during this time.We understand your frustration, and we want to assure you that we are actively working to address your concerns. We have recently reached out to you both over the phone and through email to discuss the pending refunds and to resolve the issue to your satisfaction.Please rest assured that our team is dedicated to providing you with the assistance you deserve. We are committed to resolving this matter promptly, and we appreciate your continued patience as we work towards a solution.Review from J.D. A
1 star08/31/2023
It took 2 days to find a phone number for this group, and I had to get it from this BBB website. Way to go Innovet. Who, I wonder, are they hiding from and why?I had a simple question to pose. It had to do with needing some technical assistance with the website. I'd emailed them same -- never got an answer.But, wait, yes I did get an answer -- due to the non-contact from and by this company tells me I don't want to do business with them. I'm learning to beware of any business with LLC in its name. This is yet another example of why.Innovet Pet Products Response
09/01/2023
Hello,Firstly, I genuinely apologize for the inconvenience and frustration you've experienced. It is certainly not the experience we want for our valued customers.I'd like to clarify that contacting us is indeed easy. Our phone number is prominently displayed on the upper right-hand side of every page on our website. Additionally, we offer a live chat feature for real-time assistance.It's concerning to hear that you did not receive a response to your email. We have checked our records and, as of now, have not found any emails from your personal email address(****************). To ensure we can properly assist and investigate this further, could you please provide us with the email address you used to contact us or forward your original email to jvillegas@innovetpet.com.Maintaining clear and timely communication lines with our customers is of utmost importance to us, and we want to ensure that you get the help you need. Again, I apologize for any inconvenience and thank you for bringing this to our attention..Review from Megan H
1 star10/21/2022
It's surprising more negative reviews don't exist here. I ended my subscription a year and half ago when my dog passed ***** Since then I have randomly received 4 separate charges for monthly subscriptions that I no longer have. The most recent are from just last month and even yesterday. I have emailed customer service and they keep telling me the refunds are being processed. It's been over a month and they still haven't found a resolution to the problem nor have I received a refund. Poor business practices. I will never recommend this product again.Innovet Pet Products Response
10/21/2022
Hello Megan,
We do apologize for the inconvenience. We have contacted our merchant processor and can confirm that only two charges went through and both have since been refunded This unwanted charge originated from an inactive automatic subscription you had with us. Legally, a 3rd party must handle subscription credit card transactions, and in this case, the 3rd party- Spreedly had a data migration error and accidentally reactivated the canceled subscription. Data errors with subscriptions are extremely rare and while we did not create the error, we accept full responsibility for the error and do everything possible to resolve them immediately. We have since deleted the account details to ensure no future charges occur.
Sincerely,
******* *******
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