Ainsworth Pet Nutrition, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Food no longer available ***, reps for R Ray stated this is out of usualPublisher for Ray stated this is a bit outlandish & will report this to Ray & crew

Ainsworth Pet Nutrition is the manufacturer and brand owner of Rachael Ray NutrishWe take all issues seriously and want very much to talk to this consumer to resolve the issue The complaint on the product is very vague and no actual product is mentioned or listed for the complaintThe phone number on the packaging ( [redacted] ) rings directly to our call centerThe call center tracks all incoming calls, even if the consumer does not stay on the line or leave a messageOur call center records have been checked back two (2) yearsThere is no record of any call from the provided phone number: [redacted] In addition, our call center is set up to only allow callers to stay in the queue for minutes and seconds before forcing the call to voice messageThe phone number to reach our call center is located above the UPC in the “Distributed by:” section on the back of the bag pictured that the consumer sent to Revdex.comOur Headquarters phone number is [redacted] This phone number has no queueing system The caller can choose a prompt or stay on the line for the operator After making a choice, the phone will ring to the chosen location If the phone is not answered after approximately3-rings, the caller is sent to voice message There is no option of continuing to stay on the line for any length of time Any call received from a consumer is transferred directly to our Consumer Care Team for handling No transfer for this consumer has been received to dateWe have tried to reach out to the provided phone number to discuss the claim with the consumer On 01/16/2018, the consumer’s phone number was called twice However, the calls were not answered and a recording indicated that the voice mailbox was full and cannot accept any messages at this time On 01/24/2018, the consumer’s phone number was called twice A female answered who verified both times that the phone number did not belong to [redacted] and we had the wrong number Please provide a valid phone number to reach you to discuss your claimThe request is for a refund of $30, indicating that the product was purchased at Acme and Acme would not refund the used bag The picture of the front of the bag provided by the consumer to the Revdex.com has a ‘Thank you for shopping at Shop Rite’ sticker on the bag It also shows a Club Savings sticker cost of $for this bagA $refund will not be honored without full receipt showing proof of purchaseWhen a consumer contacts our Consumer Care Team with any issue or comments, our policy is to create a case in our database We have no record for this consumer, to include name, address or phone number The email address matches a previous unsubstantiated case filed with the Revdex.com with a completely different name, address and phone number than the current userIf the consumer had contacted our Nutrish Facebook page with an issue or refund request, our policy is to provide the phone number to contact us- [redacted] (as is listed on packaging) No suggestion would be made for the consumer to mail in any productIf the consumer had used the Contact Us page on the Rachael Ray Nutrish website, the contact form would have automatically created a case in our database Per policy, a Consumer Care Team member would have reached out to the consumer to discuss the issue and obtain any required sample of product and/or proof of purchase needed Any sample requested of a consumer by the Consumer Care Team is obtained through mailing out a kit to retrieve the sample at our costA self-addressed, postage paid envelope is mailed to the consumer to retrieve the sample in a provided plastic bag Again, the consumer would not be asked to mail a sample at their own cost All return envelopes have a unique tracking number on them, which can be tracked through the US Postal ServiceIf the consumer mailed product on their own, we ask that consumer check with the US Postal Service for where their package may be All packages mailed by the US Postal Service are given a tracking number Please provide the tracking number for your packageThe address provided in the complaint is an apartment house complex ( [redacted] ) and does not contain a unit or apartment number We apologize if the consumer feels it is an invasion of their privacy to attempt to obtain their full mailing address However, no compensation or communication can be sent to the incomplete address The US Postal Service will not deliver to an address that is incomplete The mail would be returned to us for insufficient address This is especially true if the consumer is not listed as a tenant at the general address provided Please provide your full mailing address to allow a retrieval kit be sent to youIn order to process this type of complaint, proof of purchase is needed (to include the UPC/Best If Used By information and receipt of purchase) and a sample of the product would be collected along with those UPC/Best If Used By sections from the actual packaging for our Quality Assurance Department to investigate the claim At this time, we would also request proof of identification by the consumer (showing full name/full mailing address) and a valid phone number Once all of these items are received, then we would be happy to provide a refund or replacement coupon to the consumerWe hope your dog is doing well

Thank you for your response We would be happy to learn more about your dog's experience with our product, as well as bring back a large sample of the product for investigation As previously indicated:In order to process this type of complaint, proof of purchase is needed (to include the UPC/Best If Used By information and receipt of purchase) and a sample of the product would be collected along with those UPC/Best If Used By sections from the actual packaging for our Quality Assurance Department to investigate the claim At this time, we would also request proof of identification by the consumer (showing name/address) Once all of these items are received, then we would be happy to provide a refund or replacement coupon to the consumer The address provided in the complaint is an apartment house complex ( [redacted] ) and does not contain a unit or apartment number We took the liberty of calling the rental office The employee did not find anyone with the consumer's name listed as a renter at the complex We were also advised that only service dogs are allowed; otherwise, they have a no dog policy Please provide a valid full addressWe called the phone number listed to speak to the consumer However, the voice mailbox was full and we were unable to leave a message If there is a better phone number to reach you, please provide

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I am an old manYes the bag was bought at SHOPRITE NO I do not have my receipt My phone # is, & it is a new #I have a phone provided by the state [redacted] Further more the other # you called was my APT COMPLEX MANAGER ! She is told not to release any info to any callerShame on you ! Why would you call my apt manager to talk about meThat is against the lawIt is against the law for her to speakI have phoned RRays publist in Cawho is not happy with this behavior of this company & is looking into thisI repeat, I do not have my receipt, but you can see the bag perfectly

Revdex.com:
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
The business did not provide any proof that the alleged organization even existsThey provided NO name of the official organization, NO address of the organization, NO working telephone number of the organization, and NO real contact persons name that heads the organization They have answered nothingThere is no proof the organization they are using to promote sales of this product exist at all.
Regards,
Susan Munson

Revdex.com:
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
Regards,
*** *** I live with my daughterI have an assistance dogBetter Business B, this is an invasion of my privacy ! I find this invasive & rudeWhat kind of company does this ? To call my rental office ?? I am considering another brand By the way, these items were sent on suggestion of the webWhere is the record of my mailing ?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
Regards,
[redacted]                     Food no longer available.   [redacted], reps for R Ray stated this is out of usual. Publisher for Ray stated this is a bit outlandish & will report this to Ray & crew.

January 20, 2017 Re: ID #[redacted]Response for consumer:Through 2016 Rachael's Rescue has donated $17.5MM to animal causes across 141 organizations via proceeds raised from the sales of Nutrish. Some of the major recipients of these monies include the [redacted]; [redacted] and [redacted]...

[redacted]. In fact, all 3 of these organizations received at least $500,000 in donations in 2016.Thank you,Cindy B[redacted]Consumer Care Coordinator

Thank you for your response.  We would be happy to learn more about your dog's experience with our product, as well as bring back a large sample of the product for investigation.  As previously indicated:In order to process this type of complaint, proof of purchase is needed (to include the UPC/Best If Used By information and receipt of purchase) and a sample of the product would be collected along with those UPC/Best If Used By sections from the actual packaging for our Quality Assurance Department to investigate the claim.  At this time, we would also request proof of identification by the consumer (showing name/address) .  Once all of these items are received, then we would be happy to provide a refund or replacement coupon to the consumer.   The address provided in the complaint is an apartment house complex ([redacted]) and does not contain a unit or apartment number.  We took the liberty of calling the rental office.  The employee did not find anyone with the consumer's name listed as a renter at the complex.  We were also advised that only service dogs are allowed; otherwise, they have a no dog policy.  Please provide a valid full address. We called the phone number listed to speak to the consumer.  However, the voice mailbox was full and we were unable to leave a message.  If there is a better phone number to reach you, please provide.

I have the UPC's. I am in the Coast  Guard & shipping out 2/1/2018. I wish to have this resolved by then. I was on for an enormous amount of time, with no response. I phoned the company # from the towns tax office records # given to me by the towns tax collector office. Please replace of refund my bags. Thankyou, [redacted].

Response to complaint ID# [redacted]: Ainsworth Pet Nutrition is the manufacturer of Rachael Ray Nutrish. The phone number on the packaging rings directly to our call center.  The call center tracks all incoming calls, even if the consumer does not stay on the line or leave a message. ...

Our call center records have been checked back two (2) years.  There is no record of any call from the provided phone number: [redacted]. In addition, our call center is set up to only allow callers to stay in the queue for 5 minutes and 5 seconds before forcing the call to voice message. We have no record of any issue for this name, address or phone number.  The email address only matches a previous complaint to the Revdex.com using a different name, address and phone number, which also had not contacted us prior to or after the filing.  In order to process this type of complaint, proof of purchase is needed (to include the UPC/Best If Used By information and receipt of purchase) and a sample of the product would be collected along with those UPC/Best If Used By sections from the actual packaging for our Quality Assurance Department to investigate the claim.  At this time, we would also request proof of identification by the consumer (showing name/address) .  Once all of these items are received, then we would be happy to provide a refund or replacement coupon to the consumer.

Ainsworth Pet Nutrition is the manufacturer and brand owner of Rachael Ray Nutrish. We take all issues seriously and want very much to talk to this consumer to resolve the issue.  The complaint on the product is very vague and no actual product is mentioned or listed for the complaint. The phone number on the packaging ([redacted]) rings directly to our call center. The call center tracks all incoming calls, even if the consumer does not stay on the line or leave a message. Our call center records have been checked back two (2) years. There is no record of any call from the provided phone number: [redacted]. In addition, our call center is set up to only allow callers to stay in the queue for 5 minutes and 5 seconds before forcing the call to voice message. The phone number to reach our call center is located above the UPC in the “Distributed by:” section on the back of the bag pictured that the consumer sent to Revdex.com. Our Headquarters phone number is [redacted].  This phone number has no queueing system.  The caller can choose a prompt or stay on the line for the operator.  After making a choice, the phone will ring to the chosen location.  If the phone is not answered after approximately3-4 rings, the caller is sent to voice message.  There is no option of continuing to stay on the line for any length of time.  Any call received from a consumer is transferred directly to our Consumer Care Team for handling.  No transfer for this consumer has been received to date. We have tried to reach out to the provided phone number to discuss the claim with the consumer.  On 01/16/2018, the consumer’s phone number was called twice.  However, the calls were not answered and a recording indicated that the voice mailbox was full and cannot accept any messages at this time.  On 01/24/2018, the consumer’s phone number was called twice.  A female answered who verified both times that the phone number did not belong to [redacted] and we had the wrong number.  Please provide a valid phone number to reach you to discuss your claim. The request is for a refund of $30, indicating that the product was purchased at Acme and Acme would not refund the used bag.  The picture of the front of the bag provided by the consumer to the Revdex.com has a ‘Thank you for shopping at Shop Rite’ sticker on the bag.  It also shows a Club Savings sticker cost of $9.29 for this bag. A $30 refund will not be honored without full receipt showing proof of purchase. When a consumer contacts our Consumer Care Team with any issue or comments, our policy is to create a case in our database.  We have no record for this consumer, to include name, address or phone number.  The email address matches a previous unsubstantiated case filed with the Revdex.com with a completely different name, address and phone number than the current user. If the consumer had contacted our Nutrish Facebook page with an issue or refund request, our policy is to provide the phone number to contact us- [redacted] (as is listed on packaging).  No suggestion would be made for the consumer to mail in any product. If the consumer had used the Contact Us page on the Rachael Ray Nutrish website, the contact form would have automatically created a case in our database.  Per policy, a Consumer Care Team member would have reached out to the consumer to discuss the issue and obtain any required sample of product and/or proof of purchase needed.  Any sample requested of a consumer by the Consumer Care Team is obtained through mailing out a kit to retrieve the sample at our cost. A self-addressed, postage paid envelope is mailed to the consumer to retrieve the sample in a provided plastic bag.  Again, the consumer would not be asked to mail a sample at their own cost.  All return envelopes have a unique tracking number on them, which can be tracked through the US Postal Service. If the consumer mailed product on their own, we ask that consumer check with the US Postal Service for where their package may be.  All packages mailed by the US Postal Service are given a tracking number.  Please provide the tracking number for your package. The address provided in the complaint is an apartment house complex ([redacted]) and does not contain a unit or apartment number.  We apologize if the consumer feels it is an invasion of their privacy to attempt to obtain their full mailing address.  However, no compensation or communication can be sent to the incomplete address.  The US Postal Service will not deliver to an address that is incomplete.  The mail would be returned to us for insufficient address.  This is especially true if the consumer is not listed as a tenant at the general address provided.  Please provide your full mailing address to allow a retrieval kit be sent to you. In order to process this type of complaint, proof of purchase is needed (to include the UPC/Best If Used By information and receipt of purchase) and a sample of the product would be collected along with those UPC/Best If Used By sections from the actual packaging for our Quality Assurance Department to investigate the claim.  At this time, we would also request proof of identification by the consumer (showing full name/full mailing address) and a valid phone number.  Once all of these items are received, then we would be happy to provide a refund or replacement coupon to the consumer. We hope your dog is doing well.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]     I am an old man. Yes the bag was bought at SHOPRITE.  NO I do not have my receipt.  My phone # is, & it is a new #. I have a phone provided by the state. [redacted]  Further more the other # you called was my APT COMPLEX MANAGER ! She is told not to release any info to any caller. Shame on you ! Why would you call my apt manager to talk about me. That is against the law. It is against the law for her to speak. I have phoned RRays publist in Ca. who is not happy with this behavior of this company & is looking into this. I repeat, I do not have my receipt, but you can see the bag perfectly.