Problems with Bynature Organics Canned

I had heard so much about rimadyl and I asked my druggist about it.  He looked it up and told me "that is some bad stuff".  he said at one time it had been used for humans under a different name, but was causing so much liver damage/deaths it was not given to humans any more.  But the name was changed and it becaue a drug for dogs.  I guess they figure the maker had to get their moneys worth and dogs didn't matter as much, so allowed it for dogs, and I guess othe animals.  And that isn't right.
 
And i think it horrible of people to tell you that you wre lying about stuff in the food.  Hey, just becasue it happened to you and not them doesn't mean it isn't 100% true and personally, as my mom would have said "They have their nerve".  It is a pitiful thing when a body tries to warn others of a potential danger and are ignored, or worse, called a liar.

I have not received a call from Bynature's CS and am hoping to hear from them on Monday or I will be very mad. I know it's a small company but I can't believe they only have 1 person working at CS.

 
I made a dealer inquiry to By Nature to get some information about dealerships and did get a reply email 4 or 5 days later which said the "rep" for that area would be in touch in a day or so. Well, 3 weeks later I got a email from the "rep" telling me who the distributor was in my area. He was appologetic about it taking him so long to get back with me, but dang, 3 WEEKS? Anyway, a company that can't respond to inquiries or concerns in a resonable amount of time is not worthy of my business. Needless to say, we WON"T be selling By Nature. Especially now!

Gee, that sounds like they are not very interested in their business.

Kennel_keeper, I agree it's so important that a company responds to concerns and inquiries in a reasonable amount of time. It's really frustrating for me because I couldn't get through to Bynature's CS yesterday, because it looks like they only have 1 guy manning the phone and he wasn't available. I have to wait till Monday when they open again and hopefully will get a call from them, and if there's no news I will keep calling and emailing until I get a response. I think this is an urgent situation and I want them to be aware of it ASAP so that they can check their manufacturing plants and processes, or do a recall, or do whatever is required. I have returned the unopened cans to Petfooddirect, but I have recorded their batch numbers and expiry dates. I had only opened 2 cans and found 3 things that shouldn't have been in them. Who knows what I could have found if I had opened another 2 or 3 cans. I just hope their response won't be the same as Merrick's response to Willowchow. That would be very upsetting!!

I would also try emailing them. At least that way you have a "paper" trail of your efforts to reach them. Remember to keep a "copy" in your "sent mail" folder. This way you'll have dates, times, etc and save a copy of any responses you get as well.
 
A company is only as good as their customer service, IMHO!
This is one reason I'm not a big TWO fan.

That's a shame too with this company because that turkey, sweet potato and pea would of been something I could of tried. 
 
That's always the way, [&:]

I can only manage them with some ketchup.
 

I wonder if the guy's office is a coffee table in the living room. That would be a small company.
 
130 years, my aching back. Correct me if I'm wrong, but there were not really any dog food companies 130 years ago.
 

A company is only as good as their customer service, IMHO!

I've never quite understood this concept.You are feeding their foods,not their customer service.I've  corresponded once,maybe twice with a pet food manufacture in all of the years i've had pets,it's not something i do on a regular basis,and i can imagine some of them would recieve hundreds,maybe thousands of e-mails weekly or even daily from all over the world,i think their money is better spent on their products rather than people sitting around answering phones or replying to e-mails.Yes it is important for them to answer their customers queiries,but i can understand them not answering everyones e-mail as soon asa they get it.Gosh,i'm like 2 weeks behind in replying to someof my e-mails,i'de be a hopeless CS officer [:-]

Has anyone tried to e-mail eukanuba,purina or science diet or any of the huge conglomerates? Apparantly their responses are very delayed and their replies are automated,i can not stand automated responses [:@]

Have you fed Bynature Organics? I agree, a busy person can't answer every email as it arrives. But they managed to get their company online, though. So, they have to spend some time on the computer. And bits of plastic and or metal is a little more pressing concern than just "hi, how are you?" If I were operating such a company, I would want to know a customer's problem with the qc. Otherwise, the word will get around and I will be out of business.
 
In my trade, we have to warranty an installation for 1 year. If something goes wrong and is not due to customer misuse, we have to replace it at no cost to them. That's in the contract conditions at bid time. I would expect some qc from a company that I pay money to for the food. And I would expect some customer support if I had a problem with the food. No one said it was easy running a company. You don't just sit around and count your money. And even you will admit that the dog food scene these days is a buyer's market. It pays to listen to the consumer.
 

Have you fed Bynature Organics?

No i havnt,but i was considering it after hearing about it on here. I understand the importance of good CS,but it wouldnt be make or break for me if the food was good.In other words i wouldnt NOT feed a food purely based on the companies CS.

I understand that. And, it may be tough for the op to get an answer over the weekend. I just think it's frustrating for a person to find these alien objects in a food and not be able to get an answer from the maker about it. And cs is important in business. As I mentioned, we have to provide cs in our business. With people having rolodex or whatever of umpteen electrical companies to choose from, we better get there and do the job right and answer all of their concerns, or we don't get repeat business.
 

When I e-mailed Purina I got a return e-mail the next day with number to call, which i did and had a long talk.  And I woud think large companies get  dozens of times more e-mails and calls than smaller ones.
 
This is just my opinion, but when I call any business  with a complaint or question, and all i get is 30 minutes of pushing buttons and more buttons and more buttons , then I am under the impression they don't want to talk to me for some reason.  Maybe I will give up if i have to push to many buttons.  OR FINALLY getting to talk to someone, then put on hold for 30 minutes listening to funky music, then someone else comes on and you have to repeat the complaint or question. 

When I e-mailed Purina I got a return e-mail the next day with number to call,

Sandra was their response from a real live person,or a "dear dog lover,thanks for your inquiry"?

She said she had a nice long chat. . .that would make me think she was speaking to a live person.

And, I did not have a delayed response from Hill's when I e-mailed them.  But, I got more information when I called and spoke to someone directly.

The response from Wysong took longer and then they didn't even give me the information I wanted so I had to re-e-mail them. 

I can say this, I've opened cases of prescription i/d for Willow and have never had an issue.  I might of used 6 or 7 cans of Merrick before I noticed a problem. 

I've always thought quality control was much, much better with the larger companies. 

And it makes me upset when these smaller supposedly better companies go on about how great their ingredients are but inside the cans are bones and plastic and sharp metal objects.  Oh, boy a lot of good it would of done Willow if that night she had eaten the shipping staple with the great food. 

And, maybe my opinion of Merrick wouldn't be so low right now if they had responded to my inquires about the shipping staple.  I told them right out all I wanted was for them to find where it came from and fix the problem.  That I didn't want any other dogs to potentially get hurt.  That's all.  I told them right out I wasn't filing any sort of case against them or anything.  So, what was their reason for not getting back to me. 
 
They told me the Merricks would be notified and that one of them would get back to me.  I called a couple of times after waiting a few days and nothing.  I even sent them the staple back because they told me they wanted to see it and see where it came from.  So, I did all that and still nothing. 

I know mistakes can happen anywhere and I might of been able to "forgive" them for this incident if they had even acted like they were concerned at all, in any way.  They didn't care about us as customers.