Darwins Natural Pet Products

Just because one cat was sick and not all doesn't mean a single thingIf you were a veterinarian I would take this as fact but your company shouldn't project yourself as suchI do have all vet records if your company would need themMy cat has now passed away from thisdollars in vet bills later I am still paying for thisI will never ever recommend your company to anyone Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I am so completely done with this businessHave you ever stepped in dog ***? You can wash your shoe, get a stick to scrape out the parts that get in the grooves, and in the end, your shoe still smells bad That's how this whole situation feels to me In September I got a bad shipment of foodI wanted a refund for itInstead they sent me a replacement order Then in October, against my will and WITHOUT my authorization, they charged me for another orderTHIS is the one I put a dispute in with my Credit Card as a FRAUDULENT chargeAs of minutes ago, when I called my credit card dispute center, [redacted] 's has still not responded to that dispute As for the September order, I think I got a refund on the 20th of December from [redacted] 's Time will tell if [redacted] 's will address the issue with my credit card company for the October orderIn any case, my credit card company knows to never authorize another purchase from [redacted] 's again Sincerely, [redacted]

Ms [redacted] 's issues with Darwin's came at a time of our computer conversion which created a huge backlog in communications, resulting in delayed responses We did speak with her on three occasions, requested lot numbers for the items she believed to be "tainted" No information was returned No other complaints have been communicated re product concerns for meals produced in the same time frame Ms [redacted] 's account was cancelled per her request, and a refund requested from our accounting department Those refunds can take up to days to show up as returned to her Credit Card

• We shipped her 20# of replacement meals at no charge on 10/14/15• The order scheduled and shipped on 10/20/has not been refunded because Ms [redacted] said from the outset she had disputed the charge with her CC I have queried our Accounting department to see if they okayed that chargeback If so, we should be good IF not, they will process a refund of $on Monday 12/

• Charge of $for intro order stands One cat sick—the others not, does not indicate tainted meals Were the food truly bad, all three cats would have had a problem More information requested, and no vet information or test results provided • Charge for unwanted order on 11/was voided

Complaint: [redacted] I am rejecting this response because: "I agreed to and set up a reshipment of her previous order."--this is an OUTRIGHT lie. I can show you the emails I sent, in NONE of them did I request more food, and at no time did I CALL and ask for replacement food. I am still waiting on a REFUND from [redacted] 's on this defective product. I ALSO have documentation, the shipping order from September 4, 2015, that clearly states that my NEXT scheduled shipment was set for 1/25/16. So for them to claim that I had another order scheduled for October is a LIE. I also CALLED over that weekend and SPECIFICALLY said to cancel that order, and I was ignored. I have disputed the October billing with my credit card for the order that they were not authorized to process since on the 16th of October I had told them via a phone message that I did not want it. In my opinion, that processed order was FRAUD and my credit card company has agreed to treat any subsequent orders from [redacted] 's as fraudulent. When I called and actually got to speak to a live person, I spoke to Rusty and he is the one who closed my account. Linda O' [redacted] did nothing to resolve this issue. Rusty is the one who said they would process a refund on the September order, but that hasn't happened yet. I do not feel that the situation is resolved because I am still waiting on the original refund for the September (defective product) shipment. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Ms *** contacted ***'s on 9/via email Her communication was buried in a large, yet to be completely cleared back-log caused by a computer conversion that did not go well
Ms *** sent emails, asking for information regarding the formulation, processing and packaging of lot #
*** of ***'s pet food Merging the three emails, I responded to Ms *** via phone At that time I learned her cat "was not eating" that specific lot Not sick, not reacting, but not interested in eating I agreed to and set up a reshipment of her previous order The reshipment of pounds of cat food was sent on 10/
Following the sfor the re-ship, we noted Ms *** also had a standing order set to ship the following week On 10/I left a message asking if she wanted to postpone the upcoming delivery, and left my personal number for a call back We did not receive a response and shipped per her arranged schedule
Ms *** then called upset with receiving too much food, and questioning if she had been charged for the free re-ship She had not She had been charged for the standard order
On 10/Ms *** spoke with another Customer Service representative at ***'s, cancelled her account, and seemed satisfied with all responses At that time, she reported there was no need for a refund since she had disputed with her credit card company both the charge for the order containing the lot number she originally questioned, as well as the standard order shipped post replacement She was again provided with a private number to call if she had concerns
We are not shipping further orders to her, at her request

Ms *** has received two orders from Darwin's in the past year, with another scheduled to go out on 3/21/Her latest communication with Darwin's, advised of a shortage in one quadrant of our meals, that was approx grams short Darwin's has communicated to Ms***, that our
weight system is on the entire two pound package, and that individual quadrants may vary
On the March order, she has a product credit of $that was entered on 1/4/after she advised us of the latest shortage
Additionally, Ms*** has received product credit on her two orders in 2016, in the amount of $ We have also communicated with Ms ***, declining additional deeply discounted introductory offers as per our policyWe believe we have been fair and generous in our resolutions with Ms***

Ms *** signed up for a reoccurring delivery service, one with parameters that were laid out with her confirmation. The service she tried to design with her siis not what Darwin’s offers. Although we can be responsive to customer’s needs, there is a customer responsibility to
open the delivery reminders, and let us know if the scheduled delivery is not wanted or needs to be adjusted.
In a phone conversation, after the delivery had arrived, Ms *** indicated she did not open the emails sent, and did not read about the service she’d signed up for, nor the reminder email regarding the order prior to shipping.
Although Darwin’s service is dynamic and flexible, there are minimum shipping requirements (to insure our frozen product arrives in good condition) and the service requires customers to communicate with us prior to orders being shipped. As soon as MS *** communicated with us, we placed all future orders on hold

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***s

Complaint: [redacted]I am rejecting this response because:
Darwin's states that their weight system is on the entire two pound package, and that individual quadrants may vary BUT I am being charged per pound and if the total two pound package doesn't equal the weight I am paying for, then as a consumer I am being cheated by Darwin's. This is what consumers pay per pound:
Chicken – $3.75/lb
Duck – $4.50/lb
Turkey – $4.25/lb
Beef – $5.45/lb
On the March order, she has a product credit of $9.20 that was entered on 1/4/17 after she advised us of the latest shortage. That is correct. I did receive that credit but I am still waiting on credit for more shortage of food. 
Additionally, Darwin's told you that I received product credit on her two orders in 2016, in the amount of $50.44. This credit of $50.44 was for ordering 40 lbs. of food (a 20% discount is applied) or for referring friends to Darwin's Pet. The $50.44 credit has NOTING to do with this claim. Please don't be fooled by this company's response. They are cheating their customers and hiding it from the Revdex.com.
I believe an investigation needs to be made into this company. 
Thank you,
[redacted]
 
 
Sincerely,[redacted]

With regrets and apologies to Ms [redacted], Darwin’s was not responsive to her emails, due to a disastrous computer conversion and subsequent avalanche of communications our Customer Service team was unable to keep up with.  The charge for $98.90 for the September 21 order Ms [redacted]s requested in...

August and we communicated in advance intent to deliver, was shipped with no request for delay.  This order was then communicated as spoiled because she wasn’t present to accept.  As an act of good-will, Darwin’s offered to refund, and it fell through the cracks. We have no record of phone calls or emails from Ms [redacted]s for the October order she has requested refund for.  That charge of $133.12, will be refunded, also as an act of good will.The order for November 2nd, Ms [redacted] sent 7 emails on Oct 30th, and they were not caught in time to halt the order.  This also will be refunded, as clearly this was our error.So in total, Ms [redacted] will have credits totaling 365.14 will be processed.Darwin’s sends our apologies for the delay and stress we’ve caused.

• Charge of $14.95 for intro order stands.  One cat sick—the others not, does not indicate tainted meals.  Were the food truly bad, all three cats would have had a problem.  More information requested, and no vet information or  test  results provided.  • Charge for...

unwanted order on 11/14 was voided.

Complaint: [redacted]I am rejecting this response because:
"I agreed to and set up a reshipment of her previous order."--this is an OUTRIGHT lie.  I can show you the emails I sent, in NONE of them did I request more food, and at no time did I CALL and ask for replacement food.  I am still waiting on a REFUND from [redacted]'s on this defective product.
I ALSO have documentation, the shipping order from September 4, 2015, that clearly states that my NEXT scheduled shipment was set for 1/25/16. So for them to claim that I had another order scheduled for October is a LIE.
I also CALLED over that weekend and SPECIFICALLY said to cancel that order, and I was ignored.
I have disputed the October billing with my credit card for the order that they were not authorized to process since on the 16th of October I had told them via a phone message that I did not want it.  In my opinion, that processed order was FRAUD and my credit card company has agreed to treat any subsequent orders from [redacted]'s as fraudulent.
When I called and actually got to speak to a live person, I spoke to Rusty and he is the one who closed my account. Linda O'[redacted] did nothing to resolve this issue. Rusty is the one who said they would process a refund on the September order, but that hasn't happened yet.
I do not feel that the situation is resolved because I am still waiting on the original refund for the September (defective product) shipment.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I never signed up for a recurring delivery system.  I did not sign up for a shipment of 20 pounds of dog food at a cost of $130.30.  It would never fit in my refrigerator freezer.  I discussed this with the customer service rep, explaining that my dog may not eat it due to her  medical issues so a small amount is what I was open to ordering.  I asked her for a suggestion on what to order, and was told, "I have no idea what to tell you". If they know their product line, when a customer asks them what they would suggest, they should be able to guide a customer to purchase the best product for their pet.
Their response is consistent with all other responses they have given to other customers complaints about the company in terms of the quality of the food (animals have become sick after eating their food) take a look at complaints/comments on the Revdex.com comments page to see what I am talking about; the cost of the food; and the fact that no matter what a customer complains about they are told that they are wrong and they will not refund their money; and will continue to ship food to people who do not want it because the customer is unable to contact Darwin's Natural Pet Products.  There is a website set up by a dog trainer that can be viewed; which states in video form that the company uses inferior products to save money, the ingredients in their food could put a pet at risk for serious illness, and are not responsive to customers complaints and/or needs. 
I told them I cannot have orders automatically sent.  I told the customer service rep. that I cannot order a lot at a time due to my dog's medical issues, she is a picky eater, and I end up throwing a lot of food away.  $130.30 for 20 pounds of frozen raw dog food; which I would never order at one time or spend on an order, and it would never fit in an apartment size, refrigerator freezer.  What they sent me, and the fact that they are behaving in the way that they are about this, is unacceptable. 
I made a dispute to my credit card company about this; and at this time, they need to only communicate with my credit card company, not me.  They will be sending them a letter.  I guess they do not understand the tenants of customer service: the customer is always right.  You need to go out of your way to satisfy the customer no matter what, because you want them to be happy, return as a customer, and want the customer to recommend you to all of their friends and colleagues.Sincerely,[redacted]

• We shipped her 20# of replacement meals at no charge on 10/14/15• The order scheduled and shipped on 10/20/15 has not been refunded because Ms [redacted] said from the outset she had disputed the charge with her CC.  I have queried our Accounting department to see if they okayed that chargeback.  If so, we should be good.  IF not, they will process a refund of $115.50 on Monday 12/15

Ms [redacted]'s issues with Darwin's came at a time of our computer conversion which created a huge backlog in communications, resulting in delayed responses.
We did speak with her on three occasions, requested lot numbers for the items she believed to be "tainted"  No information was...

returned.  No other complaints have been communicated re product concerns for meals produced in the same time frame.
Ms [redacted]'s account was cancelled per her request, and a refund requested from our accounting department.  Those refunds can take up to 7 days to show up as returned to her Credit Card.

• First contact after receiving product in May was an August Facebook post.  Darwin’s guarantees the product at the time it arrives, but has no control over and cannot be responsible for product held by a customer for 3 months.

Complaint: [redacted]I am rejecting this response because:
I am so completely done with this business. Have you ever stepped in dog [redacted]? You can wash your shoe, get a stick to scrape out the parts that get in the grooves, and in the end, your shoe still smells bad.
That's how this whole situation feels to me.
In September I got a bad shipment of food. I wanted a refund for it. Instead they sent me a replacement order.
Then in October, against my will and WITHOUT my authorization, they charged me for another order. THIS is the one I put a dispute in with my Credit Card as a FRAUDULENT charge. As of 10 minutes ago, when I called my credit card dispute center, [redacted]'s has still not responded to that dispute.
As for the September order, I think I got a refund on the 20th of December from [redacted]'s.
Time will tell if [redacted]'s will address the issue with my credit card company for the October order. In any case, my credit card company knows to never authorize another purchase from [redacted]'s again.
 
 
 
Sincerely,[redacted]