I ordered online 3 bags and checked my email for a confirmation. 15 minutes later no confirmation so I resent the order and noted an immediate online confirmation. Next two email confirmations hit my email. I immediately sent an email canceling the second order (it was Memorial Day so I understand no one was available for a phone call). No response to my email. Next day I called the company and was told they could not cancel the duplicate order. I was very unhappy. The service person did not care at all and provided me a return form so I could carry their second order to the post office and pay return shipping.
Both orders arrived in one box. Now I determine that $30 worth of their dog food will only last my 35-pound dog 3 days. I'm letting Robby eat the first bag then will return it all and hope they honor their refund policy. I used Visa so expect no problem.
I would not recommend this company. Their sales video is materially misleading by not addressing the cost per day.
Bottom Line: No, I would not recommend this to a friend
10 people found it helpful
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Company Response from Dr. Marty Pets
Hello Kevin. I apologize that our email notification system did not send a confirmation promptly, leading to some confusion. I am sorry to read your review of our customer service. We hold our customer service agents to high standards and I regret that you did not receive the treatment you deserve. Our fulfillment center works hard to ship orders as quickly as possible, so that customers may receive their purchase in a timely manner. Unfortunately, once an order has shipped, we cannot stop the order. As dog’s sizes and nutritional needs may vary, we provide a serving size recommendation of Nature’s Blend on our official website. Due to these variations, there is no standard cost per day. All orders that are returned receive a refund upon 5-7 business days of arrival at our fulfillment center. As a courtesy, I would like to refund your purchase without any need for return. Please email me at kat@drmartypets.com so that I may have more details on your customer service experience and issue your refund right away.