ComplaintsforWe Feed Raw Pet Food Co.

• Initial Complaint

  10/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, I recently placed a dog food order online with We Feed Raw. They shipped way more than I ordered. When I contacted them to let them know of their error, they were unwilling to provide any resolution. Since it’s perishable; they were unwilling to take it back or refund me the difference of what I ordered. They charged me double automatically on my credit card. This is the second time this company has done this. When I reached out, I told them I live in an apt with a very small freezer. I have no space for the amt of food they shipped. The first time, they credited me. But not this time. When I placed the order, I even reached out to verify my order with their rep. They verified my order for me. When I got shipping info; no where did it provide detail on amount of food being shipped. They said I should’ve cancelled the order once I got the email if it was I correct. But how could I do that when there was one order # provided and no order detail? The manager I spoke to even admitted their website is not detailed and very vague. Said it “needs be fixed”. They blamed me, the customer, for their system not working. I only ask for a refund for the amount of food I did not order, which is $140.78. I think other customers should be warned of this company having unethical practices. They are incorrectly shipping product, automatically charging customers then unwilling to provide any assistance when their system fails and does not work.

  Business response

  10/25/2024

  Thank you for reaching out and sharing your experience. We understand the frustration of receiving an unexpected quantity of product, especially when space is limited.
  After reviewing your account, we confirmed that the recent increase in food quantity was due to changes you made directly within your account settings. Our team did not initiate these adjustments, and the order was processed based on the updated details in your account.
  Previously, we extended a goodwill credit of $235.49 after you changed the billing date in your account settings, resulting in the order being billed and processed. Although our policy does not typically allow modifications after the cut-off time, we made a one-time exception to support your experience.
  For this recent order, we followed the quantity specified in your account settings. While we received your request to delay the shipment, no request was made to confirm the number of patties being shipped or to make any further adjustments to the order. Due to the perishable nature of our products, we are unable to accept returns or issue refunds for correctly processed orders.
  We appreciate your feedback and remain dedicated to enhancing the customer experience. If there’s any further assistance we can provide, please reach out.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  WE FEED RAW shipped out (6/10) and billed (6/7) an order that I did not authorize ($250). In my online account profile, there is NO history of the order-including any shipping information or purchase rewards. The only history of this order is an unauthorized billing for it (on my credit card). The three orders I did approve had EXTENSIVE tracking and email correspondence. Those orders are also found in my account profile. This order, literally, showed up without notice (6/13). Again, no record of it anywhere, except for their billing. All of my prior subscriptions clearly indicate ‘Canceled’. Further, the company sent 3 emails asking for me to please ‘restart my subscription,’ which I did not do. So they (also) understood that I had canceled. It appears this is a pattern: as numerous customers have filed similar complaints. I now have to dispute the charge and CANCEL my credit card. Further: they were in immediate contact when I was having issues with my dogs’ digesting their food-which is why I wouldn’t re-order. And have ZERO contact regarding this.

  Business response

  06/19/2024

  We have carefully reviewed the complaint submitted by Marcy Jivery regarding an unauthorized order and the associated charges.
  Upon investigation, it was determined that she created two separate accounts created under her name. One of these accounts was associated with an incorrect email address, which led to a lack of communication regarding the order in question. The order, billed on 6/7 and shipped on 6/10, was processed as a follow-up to a trial order from the account linked to the incorrect email address. Marcy received the first order and never receached out to our Customer Service that it as a mistake. 
  We understand the frustration this situation has caused Marcy , especially given the extensive communication received with previous orders. Due to the email address error, there was no communication received regarding this particular order.
  As a gesture of goodwill and to resolve this matter, we have issued a full refund for the order. We have advised Marcy to allow a few business days for the refund to process and appear on the credit card statement.
  Our customer service team is available to assist with any further concerns or questions.
  We apologize for any inconvenience caused and appreciate the opportunity to address and resolve this issue.
  

  Customer response

  06/19/2024

  This complaint has been resolved. Refunded the $250 to my credit card. 
  I withdraw or ‘close’ my complaint request. 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company should not be in business. They are fraudulent with false advertising images. Their raw dig food when thawed is bloody and disgusting, yet they do not display this in their images. False advertising images js fraudulent. I paused my subscription because my husband refuses to feed bloody food to my dog. Yet the billed my card an created a shipping label. I requested for it to be cancelled and refunded. They refused stating it had shipped. I suggested they contact the shipper and have it re routed back to them. They refused. I chatted with the carrier and the carrier is rerouting back to the seller. Informed the. And they still refused to refund saying for health reasons they will take it back. So guess for health reasons it’s unsafe for dog too. I demand a refund and apology. This company needs to be put out of business. Horrible and fraudulent

  Business response

  02/28/2024

  We are sorry to hear that the customer was dissatisfied with our company. We take our customers' concerns seriously and want to address them transparently. Firstly, we want to clarify that our advertising images are not false or fraudulent. We strive to represent our products accurately and provide as much information as possible, including that our raw dog food will contain myoglobin when thawed. We want to clarify that the liquid in our raw dog food is myoglobin, an oxygen-carrying protein found in muscle meat. Myoglobin is loaded with awesome nutrients, like iron and B vitamins. To help you better understand the benefits of myoglobin, we have provided a YouTube video from We Feed Raw ****************. You can also check out this informative video: ****************. Regarding the customer's subscription, her subscription was not paused or canceled before the cut-off time of 8 PM ET on Saturday, February 24th, 2024. We sent an email reminder about the upcoming shipment on February 22nd, 2024, which included all the details. Photos of the email sent and customer activity have been provided. The customer reached out to us to cancel on February 25th,204 demanding to cancel her order. We want to address her concerns regarding re-routing the package and food return. As a company that prioritizes the safety and well-being of our customers and their pets, we do not accept returns of any kind. This policy is in place to ensure that we do not re-sell any food that may have been tampered with or compromised in any way. We understand that you may be disappointed with this policy, but please know that it is in place to protect not only our customers but also their pets. We take the health and safety of our furry friends seriously, and we believe that our no-return policy is the best way to ensure that all of our products are of the highest quality. ****************

• Initial Complaint

  09/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted this company BEFORE ***** had picked up this product and shipped it to me. The only way of communicating with this company is through text message. The text message stated that my order was in a large shipment and could not be taken off of the shipment as it was not possible. My credit card was charged $220.72. I told them NOT to ship the food and to cancel the order along with my subscription. They shipped the order. It arrived at my residence today and I refused delivery. It is in the process of being shipped back to the company and I expect a full refund once the shipment arrives back to the company. In a text message the company has stated that I will not be getting a refund for a product which I did not receive and they have in their possession. This is fraudulent to pay for a product which I have not received. I am asking for help in resolving this matter. Thank you.

  Business response

  09/07/2023

  We offer various methods for customers to get in touch with us, including chat, text, call, and email. Communication is key to keeping our business running smoothly, and we were always happy to answer any questions or concerns that our customers have Our policy is very clear when it comes to making changes to an order. All changes have to be made by Saturday at 8pm ET before the shipping week. We communicate this policy to our customers two days before billing,  in Michelle's case on 8/30 via email, and they have 4 days to cancel or make changes before the cut-off time (9/2/23). The customer reached out via text on 9/4/23, 2 days after the cutt-off,  demanding that we cancel their label and refund their order. Although she refused delivery as she admitted, the box was attempted for delivery. She refused the deilvery in hopes of receiving a refund.  We want to emphasize that we do not accept exchanges or returns due to the perishable nature of our product, as outlined in our website policies and terms and conditions. We appreciate the customer's comprehension and cooperation in this matter. If the customer had any further concerns or questions, we urge them not to hesitate to contact us through any of our communication channels. We are always here to help and provide the best possible service to our valued customers.

  Business response

  09/07/2023

  Furthermore, when a customer is building their plan they agree to the terms and conditons of our company. 

  Customer response

  09/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: I reached out to the company BEFORE ***** picked up the product and asked the company not to ship the product out. They told me that my order was mixed in with hundreds of other orders and could not be removed. Although I was delayed in notifying them that I wanted to cancel they could have not shipped the order and refunded me. The business chose not to do this. I then refused delivery and their product is being returned to them. I need to be refunded. This is completely unacceptable. I can't pay for something which I do not have or want. I will be making this complaint known in every possible public arena that I can find. 
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  07/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  July 2,20239PM CST You did this charge to my card at midnight I did not authorize this you just created a label cancel this do not ship this and refund all my money back to my form of payment now immediately today !!! Cancel order #***** Your order #***** It's 10:00 AM CST and I'm telling you to cancel this order now to not ship it and cancel this order right now I did not request it because I did not need it refund all my money back to my card do not ship this order you just created that label yesterday to not ship Order ********** cancel order# order #***** Cancel this order order #***** and I cancelled my account refund all my money do not ship this order order #***** They refused to cancel the order that I did not authorize the carrier is Fedex was supposed to be delivered today they carrier dropped the package coming from we feed raw and I refused the back package and it is being returned to sender today I never accepted the package and they need to refund me all my money $ 241.92 Sincerely ; *** ****

  Business response

  07/05/2023

  Hi ***,
  We apologize for any inconvenience, but we cannot provide a refund for your order. Our policies are clear: all changes or cancellations must be made before Saturday 8pm ET, as stated on our website and in the email sent prior to billing. Regrettably, you contacted us on Sunday, 7/2/23, after the boxes had already been packed and shipped. We have provided evidence of our refund policy and a copy of the email for your reference. We appreciate your understanding that we must adhere to our policies.

  Best Regard,

  We Feed Raw

• Initial Complaint

  12/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased their product for my dog last month in which he refused to eat any of it. Immediately contacted business to advise them to their low-quality dog food. To my shock, I received an email late last evening stating my order was shipped. I NEVER placed an order, and the business now claims that I selected subscription in which I certainly did not nor would I since my dog had NOT previously had this horrendous food. This business has engaged in fraud by processing an order I NEVER authorized.

  Business response

  12/14/2022

  Hello there, 

  When a customer purchases a meal plan on our site, they automatically sign up for a subscription. This is made very clear on the site in the checkout. Customers also receive a total of 3 emails before getting their 2nd order. One email notifies them that their next order is processing in 5 days, the second email notifies them that their order has been processed, and the third email tells them that their order has been shipped. Subscriptions can be canceled anytime before the third email, when the order is shipped. This customer did not cancel their subscription, which is why they were charged and sent another order. As a courtesy, we have refunded this customer for the 2nd order that was sent and canceled their subscription, but as a business, we did nothing fraudulent or unethical. 

   

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