ComplaintsforOllie Pets Inc.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I decided to accept a trial box of dog food from Ollie. Several of my trial packs came punctured, so I did not feel comfortable feeding them to my puppy, and she did not seem to like the others. I contacted Ollie and advised I did not plan to continue on with a subscription, which I had not consented to automatic payment for, anyway! Only two weeks later, and I arrive home to a box of more food on my porch. I immediately contacted Ollie and was advised they would refund the pennies I spent for the trial, but none of the money that was fraudulently withdrawn from my account for this box that I did not order. They suggested I donate the food... I want my ****** back, and I will no longer do business with Ollie Foods.

  Customer response

  09/19/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Ollie Pets Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

  Business response

  11/04/2024

  Hello there customer, We sincerely apologize for the confusion and frustration you've experienced with your recent order. We completely understand how unexpected charges can be upsetting, especially when you feel you didnt consent to a subscription. Its clear that this situation caught you off guard, and Im truly sorry for any distress it has caused.
  We appreciate you sharing your experience regarding the trial packs and your concerns about the food. Your feedback is invaluable, and we will ensure it is communicated to our leadership team as we continue to improve our service.Thank you for your patience, and we apologize again for the inconvenience. Please let me know how we can help further.

  Customer response

  11/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have not been refunded for the box of food that I could not use! I did request for the subscription to be canceled. That is the reason for all of this back and forth!

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

  Business response

  11/12/2024

  Hi there ******, We have reviewed your previous interactions and listened to the call from 8/29, we can confirm that the subscription process was thoroughly explained during the phone conversation and also at the time of checkout. Additionally, we sent you an initial confirmation email outlining how the subscription works, along with full access to your account so you could manage the subscription as needed.

  
  Because we did not receive any prior correspondence or cancellation requests, nor any attempts to cancel the subscription, we are unable to offer a refund for the second order. However, we did process a refund for the first order as a goodwill gesture.

  
  We understand this situation may be frustrating, and we are here to help if you have any other questions.
  Thank you for your understanding.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Our dog food is consistently delivered partially thawed or completely thawed. Ollie recommends not feeding your dog any thawed food. I live in ******* where surprisingly, or not it is extremely hot. The food distribution center is in *********, and I will admit this has been a combination of *** delivery and not enough dried ice at the distribution warehouse level. i have been patiently working with customer service for the past 6 months to beg and plead for more dried ice and faster shipping times so they don't have to deliver additional boxes of frozen food. Resolutions have been faster shipping which doesn't work with *** if not enough dried ice. Going to Petco to replace food so dog doesn't have to eat compromised food, credited by customer service. All in all they have been doing the most they can.So 6 months later, I know a box is arriving. I am here exactly when it arrives. open the box, only 2 bags of ice, despite repeated and beggingly asked for MORE ICE, IT IS THE MIDDLE OF SUMMER AND 105 OUT CONSTANTLY. There should have been 3+ bags. There is an issue with asking the warehouse manger to put more ice in, and the customer service agents have told me they have to email or whatever every week to request it. POINT BLANK THIS IS NOT HAPPENING IT CAN NOT CONTINUE.....they continue to delivery food thawed or partially thawed. While willing to compensate or reship food that is edible. They don't address the actual problem....shipping times or amount of dried ice. The amount of time I have spent dealing with them is unacceptable.I want the leading management or ownership to take initiative and figure this out. Make a strategy that implements guidelines that address this problem at the warehouse level . GOAL to never again receive a thawed or partially thawed food delivery box in the DESERT!!!!!!!!!!!!!

  Business response

  11/04/2024

  Hello there customer, Thank you for sharing your experience with us. We truly understand how frustrating it must be to receive your dog’s food thawed or partially thawed, especially given the heat and the challenges you've faced over the past six months. Your dedication to ensuring the best for your dog is clear, and it’s concerning to hear that the solutions so far have not met your needs.
  We appreciate your patience in working with our customer service team, and we recognize the impact this ongoing issue has had on you. It’s important to us that our products arrive in the condition you expect, and I assure you that your feedback will be escalated to our management team. They will review the processes at the warehouse level to find effective solutions, especially regarding shipping times and the amount of dry ice used.
  We are committed to improving our service and ensuring that our deliveries meet the highest standards, particularly in such challenging conditions. Thank you for bringing this to our attention, and for your continued support.
  

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for Ollie and the box was about $35 for a starter box. I then clicked hold on account because it attempted to charge me quickly and my dog had not even fully tried food to make sure there were no complications. On 10/8 I attempted to cancel box, however Ollie website is hard to navigate and according to them I clicked ship ASAP but then also hit cancel right after. I sent email and text regarding this and because they were closed on a Sunday they didnt get back to me. I called at 9:24am the next day and according to them they open at 9am and had already loaded the food on food truck and had not read my email or text. I requested an immediate refund and they denied me. I was charged $274!! For dog food which isnt clearly spelled out on their site.

  Business response

  11/04/2024

  Hello there Customer, Thank you for reaching out and sharing your experience with us. We truly empathize with the frustration you've felt navigating our website and dealing with the recent charge. Its understandable to want clarity and control over your account, especially when it comes to your dogs food.
  We want to confirm that a refund for the donated box was processed on 10/10/23, and we sincerely thank you for your willingness to donate. Your support means a lot to us, even in challenging situations like this.
  We appreciate your patience as we work to improve our processes, and we're sorry for any confusion and inconvenience this has caused you. If you have any further questions or concerns, please feel free to reach out.

  Customer response

  11/05/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** ********
  
  
  
   
  
  

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sep 2, 2023, I ordered Ollie food. Order number #*******. I received an email stating I would receive the food by Sep 7, 2023. When I didn't receive it, I emailed asking about the order. I then received a shipping notification that it would now be arriving on 9 Sep, 2023. I was home when it arrived and as soon as it was delivered, I unboxed it. There was absolutely no dry ice left in the box. The box was wet inside. Some packages of the fresh food was actual mush. Some packages were cold. None were frozen solid as should be. I emailed the company to let them know of this, along with sending pictures. I was told not to re-freeze them, but to put them in the fridge and use within 4 days. This was a month supply of food and no way to use all of them in 4 days. At this point, I don't want to chance the delivery process and end up not having food for my dog. I've received an apology, and an offer for 60% off the next order. I've sent several email messages asking for a refund, but have not received one. In addition to this, I had given Ollie a chance a year prior to this. The food amount didn't seem enough for my dog, so I contacted the company. They stated they made a mistake and I should feed my dog double the amount. This is a serious nutrition issue. That is why I didn't continue with the food at that time. I had decided to give Ollie another chance, but very disappointed again this time. I'm simply asking for a refund.

  Customer response

  09/15/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

  Customer response

  09/18/2023

  At this time, I have been contacted directly by Ollie Pets Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

   

   

  The company took care of the issue. I've closed the complaint. Thank you
  
  On Sep 15, 2023, at 3:01 PM, VT <*********************> wrote:

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *************************

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I AM REQUESTING THIS SUBSCRIPTION FOR ********** BE CANCELLED AND MY CREDIT CARD REFUNDED FOR THESE 2 BOXES YOU SHIPPED. THEY ARRIVED SOAKING WET, THE ICE INSIDE BUSTED AND MELTED, SEVERAL PACKAGE SMASHED AND OOZING FOOD OUT OF THE PLASTIC, SOME OF THEM DRIPPING FOOD LIQUID OUT OF THE PLASTIC...ITS ALL CONTAMINATED, I AM REQUESTING A FULL REFUND FOR THIS ENTIRE ORDER AND MY SUBSCRIPTION FULLY CANCELLED--Order #*******

  Business response

  11/04/2024

  Hello there customer, 
  We are so sorry to hear about the condition in which your recent order arrived. Its completely understandable to be upset when your dogs' food arrives damaged and contaminated. Your experience is not what we strive for, and we can imagine how frustrating this must be for you.
  We want to confirm that we have canceled your subscription for all four dogs, and a full refund for the two boxes has been processed. You should see the refund reflected on your credit card shortly.
  Thank you for your patience as we addressed this issue, and we apologize for any inconvenience this has caused. If you have any further concerns or questions, please dont hesitate to reach out.

  Customer response

  11/06/2024

  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 and the matter has been resolved.
  
  Sincerely,
  *** ***
  
  
  
   
  
  

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a complaint with Ollie about their food causing my dog diarrhea. I was given the run around told that formulas were not changed but she had never had diarrhea from past orders. I tried to return the product and get a refund to no avail. Since the my dog has been having diarrhea for a month and it has cost me over $1100 in vet bills. I am seeking a refund on the product and compensation for severe health effects on my dog.

  Business response

  01/12/2022

  These are the interactions we have had with the customer:

  
  8/31 - Customer advised due to her dog gut sensitivity, the beef recipe was not working out and she wanted to have the 3 packs replaced. The Ollie customer service agent refunded her $22.88 and moved up her next delivery to avoid any empty bellies. Customer expressed satisfaction with this resolution

  
  12/8 - Customer advised she believed the recipe changed due to her pup's reaction to the turkey meal. Ollie is going through a rebrand so all recipes received new labels highlighting the protein and the fruit or vegetable prominent in that recipe. We explained this to the customer; however she believes the recipe had changed as her pup's reaction to the meal was not pleasant. She requested a call back. We attempted call backs on 12/14 (twice) and 12/15 (twice). 

  
  12/15 - Customer called in to cancel and explained the reason was due to the change in the recipe. The Ollie agent explained the recipes had not changed. Customer requested to cancel subscription.

  Customer has not made a request for vet **** reimbursement to Ollie directly.  We are happy to review the customer's request if she would provide a detailed **** along with a detailed diagnosis from her vet regarding this issue.

*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. ↩