I was happy with this program at first but receipts keep getting rejected, even on resubmissions, because the date ‘cannot be read’. I always circle the date and purchases; the dates are very clear. Getting tired of writing to customer service. I’ll probably delete the app next time this happens and forget about the free stuff. It’s not worth the aggravation.
I do not want to complain so much, but this app is horrible. The receipt I submitted on 10/7 was rejected because “I already submitted it”, as were several receipts before that. That was the first time that I submitted these receipts. The receipt on October 1st was approved, but I did not earn any points, despite Purina products being on that receipt. Also, I have received several email rewards notifications with the options of Walmart, PetSmart, and Target gift cards, but those are no longer options on the app. Customer service via email is not the best. This makes me want to switch food brands entirely.
Developer Response
Thank you for your feedback regarding our myPurina app and rewards. We care deeply about our loyal consumers, such as yourself, and we're terribly sorry to learn of the issues you’ve encountered with your receipts and points, as well as any disappointment with the selection of rewards. While our digital rewards may change from time to time, we will share your feedback with our team and hope one of our new offerings might work for you. We also apologize for missing the mark when you've previously reached out to us by email, and we’d like to help further. Please give our dedicated team a call at your earliest convenience at (855) 744-1216 and please mention this review. We look forward to hearing from you soon.There are so many things wrong here it’s ridiculous. My receipts are “going through” when submitting- but I never get my points and then customer service says they can’t see them (after a month of back and forth emails where they pay NO ATTENTION to what you are saying) then all of a sudden one customer service rep says “found em and your points will be added in 5-10 days”. 3 weeks later- no points. Message customer service again and bam- they don’t see my receipts. UGH! Seriously. What a hot mess. So 2 months down the line I still have not gotten my points. I still have not gotten someone to pay attention to what I’m saying (I seem to always get the same answer). And the app doesn’t seem to track what I have submitted either so I can watch for it. And I dread going back to customer service- it’s just a waste of time. The old system (prior to their change beginning of 2023) worked GREAT! And you could upload receipts online not just the app. No more online (though… get this… it WAS available and it WORKED! The receipts I submitted to the new program online went though with no issues- the app is where the F up is) FIX IT! You’re about to lose me and the money I spend on food with Purina. I’ll find another program that actually works and start using their food
Developer Response
We’re terribly sorry to learn of your experience with us. Please know that our team is working hard to fix any issues - and we deeply appreciate your patience and loyalty. Your feedback is extremely important to us, and we’d like to speak with you further. Please give our team a call at (855) 744-1216, Monday-Saturday from 8:00 AM - 5:00 PM CST.I was going through the App Store and I found the Purina Pro app so I downloaded it. I love the app it’s easy to use every time I go to get my dog food which is Purina dog food and scan in my receipt I earn reward points easy to use easy to claim your points and they give away nice gift cards. If you’ve never downloaded this app you should.
Developer Response
Thank you for your review! We’re pawsitively happy to hear you’re enjoying myPurina, and we appreciate your long-time support. After much frustration of not seeing my points on approved receipts, I went to “view my points activity”. There you should find a history of when receipts are submitted & points added. Not sure why approved receipts page shows 0 points added & the activity page shows the points actually added. Hope this helps!!
Developer Response
We’re terribly sorry to learn your hard-earned points aren’t being reflected in your account. Our dedicated team would like to help you further. Please contact us, here: https://www.purina.com/contact-us. The app provides no added value compared to simply using the website. Unfortunately, the website is “down for maintenance” which is ridiculous because that message has been there for weeks. By the time I realized that the website was never going to work and downloaded the app, multiple receipts were no longer valid for the program.
Only receipts less than one month are accepted, but it takes them nearly a month to approve anything. So, you basically have to upload the day of the purchase or else they will reject it.
Developer Response
We’re terribly sorry to learn of your experience with us, and we’d like to make this right. When you get a chance, please contact our team directly at https://www.purina.com/contact-us.The receipts I upload are approved but I get 0 points. I emailed support about it and for a while, I couldn’t access the section to look at receipt details. Not sure if Purina did that on purpose or what but seems like customer support doesn’t respond to anyone regarding rewards points. The app itself is very clunky and takes a few seconds to load each section. The rewards seem nice, though. If only I could actually get my points to redeem them. I’m just deleting my account at this point.
Developer Response
We’re terribly sorry to hear your points aren’t being reflected in your account and we’d like to learn more about your user experience through our myPurina app. Please contact our dedicated team, as we’d like to help make this right: https://www.purina.com/contact-us.This new rewards program is terrible. It is open to only people with smart phones vs everyone before. I order cat food from Target but when I submit the order receipts they just get rejected. This wasn’t a problem before. Maybe I should look for a cat food brand that appreciates its customers. Speaking of which… I reached out to customer service about issues with the program… never got a response.
Developer Response
We’re so sorry to learn of your experience with us and that you’ve contacted us before for help. Your feedback is important to us – and we’d like to speak with you directly. Please contact our dedicated team, here: https://www.purina.com/contact-us. We look forward to hearing from you.
I have scanned the receipts, the receipts have been accepted, yet I’ve not been credited any points. I should easily have near 2,000 points yet they’re no where to be seen. I’ve reached out over email multiple time and there has been no response except for one time and that didn’t resolve the issue.
Developer Response
We’re so sorry to hear you can’t see your hard – earned points. We would like to have a member of our team review your account. Please contact our dedicated team, here: https://www.purina.com/contact-us.I’ve been going back and forth with Purina support about multiple eligible reciepts that show as “approved” but zero points have been issued. Now when I try to log in I get an error, and I’m also getting an error when I try to reset my password. Hope they get it resolved soon as I was looking forward to this rewards program as a loyal customer.
Developer Response
We’re so sorry to hear this, this is certainly not the experience we want our valued consumers to have. We would like to have a member of our team review your account. Please contact our dedicated team, here: https://www.purina.com/contact-us.
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