Email response from Purina

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Jamye and Fred

Jamye and Fred

Member Since 2015
when Fred got sick I emailed Purina. 3 weeks later, here's their reply. I am not feeding Fred any Purina products. We are trying Nutro pate. He's doing good. Feeding tube gone. Eating. Pooping. Still got some meds and some pressure point sores to heal up.
Hi Jamye,


Thank you for contacting Nestlé Purina PetCare Company. We deeply apologize for the extreme delay in responding to your email message.


The situation you encountered is an unusual occurrence and certainly not typical of our products. We appreciate you bringing your concerns to our attention. They have been noted and reported to the appropriate individuals in our Company.


We are at a loss to explain why your pet had been experiencing diarrhea. Please know that there has not been any change in the formula, quality of ingredients or method of processing this product. We would also like to assure you there have been no quality or safety concerns with our products.


If the symptoms persist, we would recommend that you consult your veterinarian to rule out a health concern. In the meantime, we value you as a consumer and are mailing you a few coupons to use on your next purchase of our pet foods.


Your Pet Advisor,



A.J.
 
You're lucky you got any response at all from them. When I contacted them with an issue they never got back to me about it, although they did have the gall to send me a request to fill out a survey saying how well their customer reps had handled my inquiry!
 
BJM said:
Your contact could be the tip of the iceberg and they're covering; try reporting to the FDA.
Click to expand...
Wish I'd thought of that at the time! It happened over a year ago, and it was in reference to a chunk of plastic (large, but small enough to be swallowed and cause problems) that I found in Squallie's food. I finally threw away the piece of plastic.
 
At minimum they should have asked you:

1: for the batch number of the suspect food (although I'm assuming you probably provided them with this info already).

2: to send them back some of the suspect food for testing (at their expense).


Mogs
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