identitypet.comReviews of identitypet.com

Response from identitypet.comSep 4, 2026

We dispute several factual assertions in this review, but we also want to make clear at the outset that the customer has been fully refunded. Our records show that the customer voluntarily enrolled in our optional Auto-Ship & Save program on January 11, 2026. A one-time purchase is always available and is the default purchasing option; customers are never required to subscribe. The subscription record reflects subsequent customer account activity, including skipped and rescheduled renewals by the customer. Those actions changed upcoming shipment dates but did not cancel the underlying subscription. Our records do not show a cancellation before the September 4 renewal processed, and an advance renewal reminder was sent approximately three days before the scheduled charge. The customer was provided records that this email was sent. Once a scheduled renewal processes and creates an order, the resulting order enters our automated inventory and fulfillment system. Our policy therefore generally does not allow an already-processed subscription order to be cancelled retroactively. We also want to clarify the reference to returns. For food-safety and quality-control reasons, we do not accept returned pet food. That is separate from whether we may issue a refund or make an exception. In this case, after reviewing the circumstances, we issued the customer a full refund. The customer has raised additional questions regarding account-access and subscription audit records. We have preserved the relevant account documentation and will provide appropriate documentation through the BBB process. Because those records contain private customer-account information, we do not believe it is appropriate to publish or debate those details on Trustpilot. The customer also contacted the company through multiple channels during overnight hours. We asked that further account-specific communication be directed through Customer Care or the BBB process so that the matter could be reviewed and documented through the appropriate channels. That request was not intended to prevent the customer from posting criticism or expressing dissatisfaction publicly. We regret that the interaction became contentious. We disagree with several of the characterizations in this review, including the suggestion that Identity does not care about pets or pet parents. Nevertheless, we do not believe an extended public back-and-forth serves either party. The customer's requested monetary relief has been provided in full, and we consider the financial portion of this matter resolved.

Response from identitypet.comJul 30, 2026

Hi DogMom, We have reviewed the orders, tracking records, photographs, refund, and complete correspondence. This transaction involved our frozen chicken-wing treat—not a complete-and-balanced pet food. We are sorry that both June shipments arrived thawed and unusable. We understand why that was frustrating. However, several material facts remain missing or misstated. On June 1, you purchased one 8-ounce pouch of our Gently Cooked De-boned “Buffalo” Chicken Wings for $14.95 with complimentary ground shipping. It shipped on our next scheduled frozen-shipping day and was delivered June 11. When you reported that it arrived warm, we agreed it should not be fed and approved a replacement. Rather than merely replacing the single pouch purchased, our records indicate that Identity authorized and packed an entire case, valued at approximately $190, as a complimentary replacement. You now state that two pouches arrived. We cannot reconcile that quantity discrepancy from the available documentation. A replacement label was created June 15, but weather and frozen-transit conditions prevented shipment that week. You requested a refund June 19. On the next business day, June 22, we refunded your full $14.95 payment and still proceeded with the previously authorized replacement as an additional goodwill gesture. We upgraded it from complimentary ground shipping to FedEx Standard Overnight at our expense. It was shipped June 22 and delivered the following day. The June 23 package was therefore the previously authorized replacement—not another purchase or a shipment for which you were charged after receiving your refund. Your update states that the replacement was sent “with no dry ice and in a cat food box.” Our fulfillment records show that it was packed with dry ice. Dry ice naturally sublimates during transit and may be completely gone by delivery; no visible dry ice at arrival does not mean none was used. Nevertheless, because the product arrived warm, we instructed you to discard it. The “cat food box” was a reused outer shipping carton, consistent with our efforts to reduce unnecessary waste. The product inside was the chicken-wing treat ordered. It is formulated, labeled, and sold for both dogs and cats; no unrelated cat food was substituted. Our statement that it would be best to part ways was not intended to blame or penalize you. After two frozen deliveries to the same destination arrived unusable, it was clear that continuing to send replacements would likely produce the same result. For a $14.95 transaction, Identity issued a complete refund, provided a complimentary replacement, upgraded it to overnight frozen shipping at our expense, and required no return. On a $14.95 order we cannot keep shipping replacements for frozen products as the shipping cost is very expensive so we refunded your order as requested. We regret that neither delivery arrived successfully. We also believe Identity made substantial, good-faith efforts—at costs far exceeding the original transaction—to resolve the matter fairly. We contacted you privately and asked that the factual portions of the review accurately reflect the refund, complimentary replacement, correct product received, and complete resolution. We are disappointed that the updated review continues to omit or mischaracterize material facts regarding the product received, the complimentary replacement, the overnight shipping upgrade, and the full refund. While we respect every customer’s right to share an honest experience, we do not believe this one-star review fairly reflects the substantial good-faith efforts our small business made to resolve a fully refunded $14.95 transaction.

Response from identitypet.comJul 9, 2026

We are sorry this customer was frustrated, but we need to clarify the payment issue. This matter involved Order 39285RW and related payment activity. The customer was notified that the original payment could not be processed through the normal checkout workflow, and Shopify provided a payment update link so the customer could update her card to process the order. Before the order shipped, the customer advised us that dispute activity had been initiated with a financial institution. Once dispute activity was initiated, the order and related payment activity had to be handled through the appropriate bank, card issuer, and merchant processing channels rather than through normal order processing. Our policy is based on guidance from our payment processor, JP Morgan Chase Payment Solutions. Identity Pet Nutrition has never stated that it intended to keep funds for an order that could not be processed or shipped. We also did not refuse to communicate with the customer. Our team spent several hours, late into the evening, responding to her emails, explaining the payment dispute process, and outlining the steps needed to review the order and related payment activity. We explained that while dispute activity remains active or unresolved, we cannot ship the order, void, refund, or otherwise adjust related payment activity outside of the applicable payment channels. We advised the customer that if all dispute activity was withdrawn, closed, or confirmed inactive by the applicable bank or card issuer, we could review the order and related payment activity through our normal process and issue a refund or ship the order. Order 39285RW has been cancelled and will not ship. If all dispute activity associated with the order is fully withdrawn, closed, or confirmed inactive by the applicable bank or card issuer, we can review the order and related payment activity through our normal process, including any refund, void, or other payment options available through our merchant processor. Otherwise, because the customer advised us of chargeback activity related to the order, we must respond through the appropriate bank, card issuer, and merchant processing channels which is usually about 90 days. We will continue to provide the relevant order and payment timeline through the appropriate bank, card issuer, merchant processor, BBB, and review platform channels. If the customer provides written confirmation from the applicable bank or card issuer showing that all dispute activity has been withdrawn, closed, or confirmed inactive, we can review the order and related payment activity through our normal process. UPDATE: We are reviewing the updated information provided by the customer. Order 39285RW has been cancelled and will not ship. Our records show conflicting payment status information between Shopify and the payment gateway, and we are reconciling the transaction records through Shopify, Authorize.net, and our merchant processor. The customer is in possession of records showing we cannot void/refund the transaction. The customer has provided updated information regarding the status of the bank dispute activity, and we are reviewing that information as part of the dispute process. To be clear, Identity Pet Nutrition does not intend to retain funds for an order that has been cancelled and will not ship. Any settled payment that has not already been reversed, refunded, or resolved through a bank dispute process will be addressed through the appropriate original payment channel once complete. Once a customer elects to proceed through the bank dispute process, the merchant must also allow that process to run through the appropriate bank, card issuer, and merchant processing channels, and can take up to 90 days. Because the customer has referenced bank dispute activity and legal action, we will continue handling the payment timeline through the appropriate bank, card issuer, merchant processor, BBB, review platform, and legal channels.

Response from identitypet.comJul 9, 2026

We are sorry to hear about your experience, but we are unable to locate an order or customer contact matching this review as written. Please contact our customer support team with your order number, email address, and photos from the delivery so we can review the shipment and claim history. For clarity, canned and frozen products ship separately because frozen food requires dry ice packaging and a different fulfillment process. Frozen shipments are scheduled for Monday and Tuesday shipping to reduce weekend carrier holds, which can create a temporary delay compared with canned orders. Our checkout terms explain that once an order, or part of an order, has shipped or entered fulfillment, we are not always able to cancel the remaining shipment. We operate a high-volume food warehouse, and once items are in the picking and fulfillment process, interrupting individual orders can disrupt the flow of other customer shipments. We also carry shipping insurance on packages and have a claims process for damaged, thawed, delayed, or compromised deliveries. When customers provide the required documentation, including photos and delivery condition details, we can review the issue for replacement or other available claim action under our shipping policy. Because we cannot verify this review without an order number or customer contact information, we encourage you to reach out directly so we can investigate the specific shipment. UPDATE: Thank you for following up. We have now located your order and the prior support ticket. Our earlier public response was based on the information available in the review as written at that time and was not intended to suggest you had never contacted us. After reviewing the ticket again, we can confirm your concern was reviewed at the time, including the photos, temperature readings, delivery information, and temperature-sensitive indicators. We also acknowledge that an automated after-hours response initially referenced the shelf-stable canned portion of your order. That message should have been clearer, and we apologize for that confusion. The frozen portion of your order was shipped in dry ice packaging. The documentation reviewed showed refrigerated-range readings, including an exterior reading slightly above 40°F, along with unactivated temperature indicators. Based on the full documentation, our team did not find evidence of a sustained temperature breach in transit. Food-safety review is based on time and temperature exposure, not only whether the outer surface of every package is fully frozen at delivery. We understand you were not comfortable feeding or refreezing the product, especially for senior cats, and we respect that decision. We also understand your frustration with the time between the canned shipment and the frozen shipment. Canned and frozen products ship separately because frozen food requires dry ice packaging and different carrier timing. Frozen shipments are scheduled to reduce weekend holds and avoid shipping during conditions likely to create delivery delays. We do not agree with the statement that Identity intentionally ships unsafe food or preys on pet owners. We take frozen food safety, cold-chain handling, and customer concerns seriously. We have received your new message and will respond directly through our customer support channel after reviewing the order and prior correspondence again.