ComplaintsforHill's Pet Nutrition, Inc.

• Initial Complaint

  08/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hills Science Diet Salmon and Vegetable Entree was purchsed for our dog who is allergic to any type of poultry. When our dog got sick, I had to take a magnifying glass to see the ingredients and the first one is Chicken Broth and the fourth is Turkey. They need to relabel this product so any dogs don't die from allergic reactions, We purchased this trusting Hills to have Salmon and Vegetables as the only ingredients.

  

  Business response

  08/23/2024

  Dear ***** ***********, 

  
  Thank you for reaching out and sharing your recent experience with Hill's Science Diet Salmon and Vegetable Entrée. We sincerely apologize for any distress this situation has caused you and your dog.
  We understand your concerns regarding the presence of chicken broth and turkey in the product. Our priority is the health and safety of pets, and we appreciate your feedback as it helps us identify areas for improvement.

  
  The inclusion of chicken broth in a pet food labeled as "salmon" can serve several beneficial purposes. Chicken broth is commonly used in pet food for its rich, savory flavor that enhances the palatability of the product, making it more appealing to pets. Additionally, consulting with your veterinarian about your pet's dietary needs and any potential allergens can provide essential guidance. Veterinarians can recommend suitable products and help interpret ingredient labels, ensuring that the selected diet meets your pet's health requirements.

  
  We have 100% guarantee on all of our products, we encourage you to reach out to the retailer for a full refund or exchange. Anytime you would like to get more information on nutrition and ingredients, please feel free to give us a call. We can be reached at ###-###-#### (M-F 8-5 CST). 

  
  

• Initial Complaint

  05/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased my ZD prescription food for irritable bowel. Dog has irritable bowel. Fed hills for 2 years over ****** prescription. Disappointed in hills. Ugly disgusting irrational customer service. Customer service agent woman promised me she would refund me then changed her mind. Told me she would send me a coupon to replace bag of food which cost $109 for 17 and a half pounds. At the end of the half an hour interview she then changed her mind to send me $10 off my next 10 bags. Are you kidding me? I have to buy $1,000 food before I break even? If this is the way hills manipulates and abuses customers I will go to ****** instead. I want my $109 return to me or my entire bag of food replaced with one coupon that will cover an entire bag not $10 off forcing me to buy 10 bags to break even. This woman should be fired for her manipulation of me promising to help me don't worry Mr so-and-so don't worry don't worry I'll take care of you and then doing the used car salesman routine. Why would you treat a good paying customer like a piece of garbage? We are the reason this company is in business. I want my 17 and 1/2 lb bag of ZD prescription diet replaced. It started because I got a bad bag and customer service promise to replace it. I am a good paying customer I am a retired senior citizen and I don't appreciate being treated this way. The customer service agent was extremely sarcastic and condescending

  

  Business response

  05/17/2024

  Hello ***, 
  
  Thank you for reaching out. Unfortunately, we were unable to locate an agent interaction based on the information provided.

  
  We stand by our 100% satisfaction guarantee on all our products. You can return the unused portion of the product to the place of purchase for a full refund or exchange. Please be aware that each retailer may have their own return policy.

  
  If the retailer does not accept the return, please email a copy of your receipt showing proof of purchase to Hills_corporate_consumer_********************. We will be happy to mail you a one-time courtesy check to the address you have provided.
  

   

  Sincerely, 

  Hill's Pet Nutrition

  
  

  

  Business response

  05/22/2024

  Hello ***, 
  
  We take your concerns seriously and value you as a customer. Committed to providing an exceptional product and experience, we have issued a check for $110.00 as a gesture of goodwill. This check has been mailed today, May 22nd, to the address you provided.

  
  Please allow 2-3 weeks for the check to arrive.  

   

  Sincerely, 

  Hill's Pet Nutrition

  
  

  Customer response

  05/31/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  II just got off the phone with the business I talked to an unhelpful person by the name of ******** with a bad attitude. Supervisor wouldn't assist either. Same song and dance you don't get anywhere with these people. It's a shame my dog has to have this food. There is a typo in my address. I have MS so there is a typo and I apologize. My address is **** ******* *** *** **** **** Belmont avenue. Please correct. Hills said they sent a check on the 22nd of May. I explained to them that I didn't receive a check and we won't with the wrong address please put a stop payment on a check and an issue another one was my idea and they refused now they want to wait till it comes back and hopefully it'll come back and guess what I'm almost out of dog food again and I do not want to have to pay another $125 for a bag of dog food when I am getting a reimbursement. I rescued this dog I saved this dog I took him out of the shelter because nobody wanted him because he had an IBS and I have patronized hills for one year I need to shame this whole thing is a shame this poor dog is a victim of bad breeding and I felt sorry for it and this is the only food he can eat and I am using my hard-earned social security money to pay for it. Please get my check reissued. Thank you

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

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Like other complains, this company’s changed their formula. This new formula made my dog break out in hives and vomit. I spent $5k on vet bills to rule out all illness and cancers. I changed her food and the symptoms are completely gone. I have filed with this company and am told I will hear back in 5 months. I honestly don’t think I will hear back and I want this issue resolved by refining me the total in vet bills due to their new formula making my dog extremely ill. All documents have been sent to this company.

  

  Business response

  04/23/2024

  Hello ******* 

  
  Your request for a vet bill reimbursement for ***** has been received. We are saddened to learn of her recent illness and understand the challenges it has brought to your family. 

  
  All products must conform to release specifications prior to shipment and distribution. In addition, we physically inspect the product and test for key nutrients for consistency. 
  Hill’s monitors all complaints and has not received complaints on k/d Kidney care with Chicken Dry dog food above our set alert thresholds. No date code was provided, so we are unable to perform a more detailed investigation at the manufacturing facility. 

  
  In reviewing the case notes, an outcome was mailed to you on April 19, 2024. Please expect delivery within 5-7 days. 

  
  Sincerely, 
  Hill’s Pet Nutrition
  

  
  

  Customer response

  04/23/2024

   
  Complaint: ********
  
  I am rejecting this response because: it does not address the concern with my dog lyric and does not address my request of reimbursement. They said I didn’t report some code, but I have provided all documentation to them. 
  
  Sincerely,
  ****** ******

  

  Business response

  04/26/2024

  Hello ******* 

  
  The Prescription Diet k/d with chicken dry food underwent a formulation and name change in June 2023. Current k/d will no longer be available and all k/d formulas will include the *********** ****** ******* technology. This formulation change included the addition of our ActiveBiome technology and is formulated with Enhanced Appetite Trigger (E.A.T.) to ensure the best taste for cats and dogs with chronic kidney disease.
  
  No date code was provided within the documentation to identify if this was the previous or new formulation. It is important to recommend transitioning the pet from their prior food to the new food. This can be done by mixing the two in increasing amounts over 7 days until fully transitioned.

  
  For this specific diet, there have been no other reports of allergic reactions, including hives, in dogs eating this food. 

  
  We would strongly encourage you to discuss your pets condition with your veterinarian. He or she would be better able to offer you guidance with your pet.

  
  Sincerely, 
  Hill’s Pet Nutrition
  

  
  

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have fed my dogs Hills Small Bites since 2014. In January, I noticed that there was mold in their food at the bottom of the bag. I immediately contacted Hills to disclose this information and sadly later that day I ended up rushing my dog to the emergency animal hospital, where she was very anemic. She was diagnosed with IMHA & they stated that mold is a toxicity to pets and this is what triggered the IMHA. I tried to reach out the them to work this out and help get assistance with these vet bills and all they stated that she does not qualify for vet bill reimbursement. How is that? She has been a healthy dog, no vet visits other than a spay, teeth cleaning and a scratch she had on her belly. How is it that they take no responsibility for having mold in their food? All I am wanting is accountability and reimbursement for this illness that has sparked after eating this food. I am on the verge of seeking legal counsel as this is causing emotional havoc on me.

  

  Business response

  04/11/2024

  Hello ********* 
  
  Your appeal for a reassessment of your vet bill reimbursement claim for **** has been received.

   

  We are saddened to learn of her recent illness and understand the challenges it has brought to your family. Currently, your case is under review, and any updates regarding the outcome of your vet bill reimbursement will be communicated to you through mail.

  
  Sincerely, 
  Hill’s Pet Nutrition
  

  
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Due to Hills changing their formula and not properly advertised the change in their formula my Chihuahua has been suffering from skin issues which he has never had before. He has been on the Hills Prescription Diet Digestive Care i/d low fat original flavor diet since he was a baby and he is now 12 years old. Our vet examined him and treated him on 5-27-23 $238.95, again for the same condition on 9-2-23 $611.68, on 9-16-23 $467.70 and on 1-18-24 $521.20. He has undergone numerous skin tests to determine the cause, injections, ear cleanings due to skin issues which he never had suffered before. Our vet has determined he is allergic to the food he's been eating because all the tests have been negative and they think it is due to the change Hill's made to their formula. For the above reason, I am requesting Hill's to reimburse me for the vet bills totaling $1,839.53.

  

  Business response

  01/22/2024

  Hello Alejandra, 

  
  We are saddened to hear of your Chihuahua’s recent illness. Hills Prescription Diet Digestive Care i/d low fat original flavor wet food underwent a formula upgrade in May 2022. It is important to recommend transitioning the pet from their prior food to the new food. This can be done by mixing the two in increasing amounts over 7 days until fully transitioned.

  
  I understand you have requested for your Veterinary bills to be reimbursed. To begin this process, please contact our Consumer Affairs Department at *************** Monday - Friday, 8:00am-5:00pm and reference ticket number ********

  
  An agent will capture a full report and be able to send you a Veterinarian Reimbursement Form that will explain the documentation that is needed for your claim to be complete. 

   

  Sincerely, 

  Hill's Pet Nutrition

  
  

  

  Business response

  01/23/2024

  Hello Alejandra, 

  
  Thank you for your response. Attached is our Vet Bill Reimbursement Form. Please complete and return to us at contactus@hillspet.com
  

  As part of the Vet Bill Reimbursement process, please contact us at *************** Monday - Friday, 8:00am-5:00pm and reference ticket number ******** A Consumer Affairs Agent will need to capture a full report and obtain your verbal consent to contact your Veterinary in regards to your claim.
  

  
  

  Customer response

  01/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: My claim against Hill's has not been resolved.  I am in the process of completing Hill's "Consumer Review" letter with the information and documents requested.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hill's Science pet food Hello I ordered the wet food from Hill''s Science dog food and all 3 dogs got diarrhea and fever for few days I put their wet food on top of dry food as usual ( dry food is a different brand ) as a result of sickness i had to throw away all foods ! When i opened the can food , at first didn't look good all mushy, but i thought i just bought it and expiration is 2024. Hill's Science pet food does more damage in pets health and create more issues than any good not to mention they charge a lot , every small can cost over $* Why there is no quality control for these food and this type of company?

  

  Business response

  04/17/2023

  Hello Lilly,
  
  Thank you for contacting us. We are disappointed to hear about your dogs' recent illness and that our product did not meet your expectations. 
  
  This is certainly an unusual report. We would suggest speaking with your veterinarian to determine cause and treatment for your pets. 
  
  All of our products must conform to release specifications prior to shipment and distribution. In addition, we physically inspect the product and test for key nutrients for consistency from batch to batch. 
  
  While it is difficult to tell the exact cause for this change in texture, we can assure you that this variation has no impact on the nutritional value of the food. A freshly produced product can appear softer or stickier and will generally increase in firmness as it ages. Some formulas with higher starch levels, can take longer for the starch to regenerate into a firmer loaf.  If you go from using an older can to a newer can, there might be a noticeable difference in texture.
  
  All of our products are 100% satisfaction guaranteed. If you would like to take advantage of our guarantee, please return the unused portion of the product to the place of purchase for a refund or exchange. 
  
  No date code has been provided to check and perform a more detailed investigation at the manufacturing facility. We would encourage you to reach out to us directly at **************, Monday through Friday, 8 AM to 5 PM CST.  Please reference ticket number *******. We would be happy to address all of your concerns, including a refund, as well as reach out to your pet’s veterinarian.
  
  Sincerely, 
  
  Consumer Affairs
  Hill’s Pet Nutrition
  
  

  Customer response

  04/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  My dogs got ill after having the Hill's science can food so it is not because they are sick somehow and i should visit a vet !

  They all have regular check up by vet because I care about them. All I see in the response is 'self /business defense ' rather than caring about customer and their review .

  You need to guarantee your product regardless of location. I bought it from both Hill science (sometimes) and other times from *** ***** usually 12 pack. So you want to tell me that it is so 100% guaranteed and nothing wrong with your product that also other people's dog who got ill make a mistake too? please see below

  Pate and poor shipping.
  First, the shipping,,, terrible effort on ******* part. I ordered online as the 12 packs, along with bags of dog treats. ***** crammed all of the cans and bags of treats into one box. 36 loose cans, not the shrink wrapped 12 packs. So when I opened the box, there were cans on top of the bags of what once was crunchy treats, but now crumbs. We Bought in hopes that it was similar to the prescription canned food, but it is not. This is the pate style, unlike the prescription version of the same that is ground chicken in a stew. Lots of fat coagulation around the food, off putting color of the food in some of the cans. It looks as if they’ve been sitting in a hot warehouse. Returning the cans
  

   

  Please care about your customer and their pet
  Sincerely,
  
  Lilly ****

  

  Business response

  04/17/2023

  Hello Lilly,
  

  We are certainly saddened to hear about your dogs’ recent illness. We would like to gather some additional information from your cans to pass along to our quality assurance team. Complaints we receive are routinely analyzed for common issues. If there are issues, we take action where necessary.  We would encourage you to reach out to us directly at **************, Monday through Friday, 8 AM to 5 PM CST.  Please reference ticket number *******. 
  

  Regarding the concern of fat coagulating around the food, it is likely starch separation that you are seeing. Although the white substance appears to be fat, it is likely starch that has separated out of the product through cooking and cooking in the can. This is similar to the fat which solidifies on the top of your soup or stew after it has been refrigerated.
  

  We can assure you this has no effect on the food's nutritional value. We recommend stirring the separated ingredients back into the canned food prior to feeding.
  All of our retailers should honor our 100% guarantee, however, we would be happy to send a reimbursement check via postal mail in the amount of $*****. This will arrive in 2-3 weeks.
  
  Sincerely, 
  

  Consumer Affairs
  Hill’s Pet Nutrition
  

  
  

• Initial Complaint

  01/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I would like to know why there has been a huge inconsistency in my cats canned food basically ever since the pandemic. I am questioning quality control of the product. It is Hill's Science Diet Healthy Cuisine Roasted Chicken & Rice Medley Adult 1-6 canned food. One case I will get will be fine but most are not. The food is runny and smells fishy. This is the only brand and flavor my cats will eat and they are not happy. They eat it but throw up often from it. Not to mention the price has doubled per case. I have 2 cats and I go through 120 small cans a month. Something is wrong, very wrong with the quality control of this product.

  

  Business response

  02/06/2023

  Business Response /* (1000, 5, 2023/01/12) */ As pet parents ourselves, we care deeply about pets and we stand by our commitment to pet parents to provide safe and high quality products. We are disappointed to hear of your findings regarding Hill's Science Diet Healthy Cuisine Roasted Chicken & Rice Medley Adult 1-6. Hill's demands compliance with current Good Manufacturing Practices (cGMP) and Hill's own high quality standards to produce your pet's food under clean and sanitary conditions. Product quality is continuously monitored and electronically documented through on-line quality checks throughout the manufacturing process. All products must conform to release specifications prior to shipment and distribution. In addition, we physically inspect the product and test for key nutrients for consistency It is our goal, that with each purchase of your pet's food, that you will experience the same high quality and consistency. Some possible causes for the odor being different are: Strong odor may be due to longer cook time. Metallic odor may be due to too much air in can Tinny odor may be due to damaged can seam All of our products are 100% satisfaction guaranteed. If you would like to take advantage of this guarantee, please return the unused portion of the product to the place of purchase for a refund or exchange. We appreciate your loyalty to our products and are happy to send you $***** in discount coupons that can be used towards future purchases of pet food at your local veterinary clinic, retailer or online authorized retailers. Please allow 2-3 weeks for delivery. If you have any further questions or comments regarding our foods we would encourage you to reach out to us directly **************, Monday through Friday, 8 AM to 5 PM CST. We would be happy to address your concerns as well as reach out to your pet's veterinarian. Consumer Response /* (3000, 7, 2023/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand their response but the food speaks for itself. I am purchasing 4 cases a month and most of the food is now runny and fishy smelling. My cat ate it and immediately threw up in his bowl. I do not want a $** coupon. I would like the food to be consistent but unfortunately I don't think that is going to happen. My cats have been on this food for years. I guess I will have to try to find something else for them which will be hard. Business Response /* (4000, 9, 2023/01/23) */ Dear Jill: We are saddened to hear about your cat becoming ill. All products must conform to release specifications prior to shipment and distribution. In addition, we physically inspect the product and test for key nutrients (protein, fat, calcium, etc.) for consistency from bag to bag. With this level of quality inspection, it is very difficult to know what this situation is with your pet. Would you be kind enough to contact us at your convenience? We would be happy to address your concerns as well as reach out to your pet's veterinarian. Please call us toll free at **************. Our office hours are 8 AM to 5 PM CST, Monday through Friday and refer to the ticket number ******* when calling us so we can appropriately respond to your inquiry. We look forward to hearing from you. Sincerely, Hill's Pet Nutrition

• Initial Complaint

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We never received our order #************* worth $***** (*** tracking #******************). We never received our order even though the *** tracking said it got delivered. We opened a claim with *** who referred us to Hills. After our initial conversation with Hills, they offered us a replacement bag. We agreed, only did they never sent it. When we called them again, they said again they would send a replacement. After that phone call we noticed that they charged us for the replacement. We called them back, and they keep promising a refund but after weeks and a lot of phone calls still have not received a refund. We did receive the new bag of food but I consider this a new order since we paid AGAIN. We called them again yesterday, they said we should receive the refund today and guess what... Again nothing today. We called them again and we get sent from one person to the other. On top of that, whenever we call them back to follow up, we get put on hold until the line gets disconnected and we never hear from them again. The same thing just happened a couple of minutes ago. We need our money back for the bag that was never delivered. Hills has promised us a refund multiple times but we have yet to get a refund.

  

  Business response

  10/21/2022

  Business Response /* (1000, 5, 2022/09/27) */ We are disappointed to hear about your delivery experience and your frustration with our Hill's to Home Program. Your feedback is valuable to us and we will share it with the Hill's to Home team. A reimbursement check in the amount of ****** dollars and *********** cents ($*****) for order number ************* has been processed, and you will receive your reimbursement check within 3-5 business days. Additionally, we are sending you and your special pet, Teemo, a free bag of sku 1956-Hill's Prescription Diet Metabolic Weight Management Chicken Flavor Dry Cat Food, 17.6 lb bag. Estimated delivery is 3-5 business days. If you have any further questions or comments, please call our Hill's to Home Department toll free at ************** M-F, 7AM-7PM Central Standard Time. Consumer Response /* (3000, 7, 2022/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can't count how many times I've been promised a refund already. Last time we spoke, on 9/23, you said you were overnighting a check as well but yet again, we didn't receive anything so I'll have to see it before I believe it. This has been going on for months. Business Response /* (4000, 9, 2022/10/06) */ Hello, Our records indicate check number ******* made out to Stephanie ************* for $***** was cleared on October 3, 2022. If you have any further questions or comments, please call our Hill's to Home Department toll free at ************** M-F, 7AM-7PM Central Standard Time.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have experienced the absolute worst customer service with Hill's everything - Hill's Representative (Marvin *******), Hills-To-Home services (refunds galore, and clients disputing charges they approved, no real return on investment herein), Hill's representative, Hill's Sample Program, Hill's telephone representatives today in fact, and ******** they are and how arduous it is to simply get someone to answer a call and not transfer me to yet another department. We are looking to cancel our Hills-To-Home account for as it is not servicing our clients well and the process is more trouble that it is worth. I am also looking to file a formal complaint about the quality of pet food and how most dogs are not wanting to eat it. I am having trouble, in good faith, even recommending a food that I and my mother have recommended since 1980.

  

  Business response

  07/12/2022

  Business Response /* (1000, 5, 2022/06/13) */ We are disappointed to hear about your experience and frustration with your Hill's Representative and our Hill's to Home Program. Your feedback is valuable to us and we will share it with the District Manager and our Hill's to Home team. It is important to recommend transitioning the pet from their prior food to the new food. This can be done by mixing the two in increasing amounts over 7 days until fully transitioned. Hill's demands compliance with current Good Manufacturing Practices (cGMP) and Hill's own high quality standards to produce your pet's food under clean and sanitary conditions. Product quality is continuously monitored and electronically documented through on-line quality checks throughout the manufacturing process. We would encourage the consumer to reach out to us directly **************, Monday through Friday, 8 AM to 5 PM CST. We would be happy to address their concerns and complete a full report of how their pet is responding to the food. We also have a free Vet Consultation line that is a free service to you. They can be reached at ************, Monday through Friday, 8 AM to 5 PM CST.

• Initial Complaint

  05/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hill's has lied week after week for months about when their Gastrointestinal Biome prescription dry food for cats will be back in stock. They have lied to my vet, to *****, and ******** to name just a few. This is a prescription level food that my cats depend on. Every time my vet tries to order it, the rep says "Oh, we'll have it next Friday". They say the same thing to ***** and ********, knowing that there is no actual restock date. ***** has heard the same thing. Then they say that there are "supply chain issues". HILL'S HAS A RESPONSIBILITY TO PET OWNERS AND VETS TO BE HONEST ABOUT A RESTOCK DATE INSTEAD OF CONSISTENTLY LYING. Now, I am forced to change food at THE LAST MINUTE because I believed them week after week. If I have any vet bills associated with having to change their food at the last minute due to their lies and misinformation, I will send them to Hill's to pay. I expect them to start being honest about a restock date, which they should have done 3 months ago.

  

  Business response

  06/20/2022

  Business Response /* (1000, 5, 2022/05/25) */ We are sorry to hear you are having difficulties locating Hill's Prescription Diet Gastrointestinal Biome Cat food. This is a temporary issue for some of our canned products. Like nearly every other industry, we are also experiencing increased demand for our products and have been impacted by numerous external factors like shortages in raw ingredients and delays in shipping, which means we aren't able to make all of our products as quickly as we'd like. And while we are producing more products than ever before, it's still not enough to meet the growing demand. It's also our promise to you to always produce the highest quality foods for your pets, so we simply won't sacrifice safety and quality to get more food out the door. This also means it may take longer to get the food your pet loves back in stock. As pet parents ourselves, we realize this is frustrating, and we apologize for the inconvenience. Currently, ********* has the Gastrointestinal Biome with Chicken dry cat food available to order and ship to your door. Due to your cats' medical condition we would encourage you to continue speaking to your veterinarian for a food recommendation if you are unable to locate the product. We offer a full line of therapeutic products which are formulated for the management of certain health issues that can develop in cats. We also offer a free Veterinary Consultation Services which allows your trusted veterinarian to speak with our team of Veterinary experts regarding specific questions about your pet's condition and any nutritional recommendations.

*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. ↩