The Better Business Bureau, a nonprofit organization that rates businesses and handles consumer complaints, said Tuesday that it is warning consumers about a San Francisco pet supplement company facing numerous complaints related to billing and subscriptions.
KittySupps, an online retailer that sells health supplements for cats, has received an “F” rating from the Better Business Bureau due to the nearly 50 complaints filed by customers against the company through BBB.
BBB serves as a platform where businesses can set up profiles and allow customers to evaluate them. Customers can file complaints against companies on BBB, and BBB then scores business on ethical business practices. KittySupps’ BBB profile says that company is registered to a San Francisco address.
Dozens of customers have accused KittySupps of automatically enrolling them in subscriptions for their products, not providing full refunds, and having poor customer service. Customers have also complained of additional charges on their credit cards after a purchase, as well as products not being received despite the company saying they had been delivered.
“Consumers should not have to search for subscription terms or discover recurring charges only after reviewing their bank statements,” Alma Galvan, a spokesperson for BBB’s San Francisco Bay Area and Northern Coastal California region, said in a statement.
KittySupps did not respond to a request for comment in time for publication.
Feeding the Kitty
BBB began reviewing a pattern of complaints in May, with several customers raising concerns over being enrolled in subscription purchases on KittySupps without them realizing it. On KittySupps’ online shop, the option for enrolling in a subscription is automatically selected when customers add an item to their cart.
Other complaints allege unauthorized charges from the company and consumers not getting full refunds when requested.
“Consumers should not have to search for subscription terms or discover recurring charges only after reviewing their bank statements.”
Alma Galvan, BBB San Francisco Bay Area and Northern Coastal California region spokesperson
Out of the company’s 57 reviews on BBB, 54 of them are 1-star reviews. A Facebook group has even been made dedicated to complaints and concerns with KittySupps.
BBB said it is urging customers to “use caution” if making purchases from KittySupps. Consumers who do buy from the company are recommended to review the checkout page before paying, lookout for preselected subscription options and automatic billing, take screenshots of the checkout and purchase confirmation pages, and monitor credit card statements for unexpected charges.
“Before completing an online purchase, carefully review every selection on the checkout page and make sure you understand whether you are making a one-time purchase or enrolling in an ongoing subscription,” Galvan said.
BBB’s profile of KittySupps featuring reviews and complaints can be found on the agency’s website.
