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Business Profile

Survival Supplies

Prepared Hero

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Survival Supplies.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for Prepared Hero's headquarters and its corporate-owned locations. To view all corporate locations, see

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Prepared Hero has 2 locations, listed below.

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    Customer Complaints Summary

    • 163 total complaints in the last 3 years.
    • 46 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:15/01/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a 4pack of their advertised fire blanket in December of 2024. I placed the order with my credit card for $66.97 and never received the product. I have called numerous times and sent emails to the address given and I have not received any response.

      Business Response

      Date: 16/01/2025

      Hello, 

      We sincerely apologize for the delays and lack of communication you’ve experienced. Due to exceptionally high demand, we faced unforeseen challenges with our delivery timelines and response times. We deeply regret any frustration this has caused.


      We’re happy to inform you that your order is now in transit. To make amends for the inconvenience, we have fully refunded the total amount of your purchase. Once your order arrives, you’re welcome to keep the fire blankets or donate them to someone in need.


      We truly appreciate your patience and understanding as we work to improve our processes. If you have any further questions or concerns, please don’t hesitate to reach out. Thank you for giving us the opportunity to make this right.

    • Initial Complaint

      Date:15/01/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order in November to Prepared Hero for 4 Emergency Fire Blankets. I was charged immediately on my credit card on November 29th the amount of 71.24$ USD. As i was not receiving any information regarding shipping, i contacted them mid-December where they promised delivery before Christmas. I sent another message a few days before Christmas and now they were promising delivery by the second week of January. My order is still in the status "preparing for shipping" (it's been the same status as day 1). They are not providing me with any information aside from spamming me with emails and offers and rebates on other products they sell. Those were Christmas gifts, i understand large demands, but stop making false promises. At this point, * **** **** *** ***** ******* *** just want my money back

      Business Response

      Date: 16/01/2025

      Dear *****,

      We sincerely apologize for the inconvenience and frustration you’ve experienced with your order. One of our customer service representatives has reviewed your case, and we have processed the cancellation and a full refund of $71.24 USD. The refund details have been sent to you via email for your reference.


      Due to an unexpectedly high demand during the holiday season, we experienced significant delays in both deliveries and response times. We deeply regret that these challenges affected your order and understand how disappointing it must have been, especially as these were intended as Christmas gifts.


      Please know that we are taking steps to improve our processes to prevent similar situations in the future. We truly appreciate your patience and understanding, and we hope you’ll consider giving us another chance in the future. If you have any further questions or concerns, don’t hesitate to reach out.

      Customer Answer

      Date: 16/01/2025

      I have reviewed the response made by the business and find that this resolution is satisfactory to me.




      Sincerely,



      ***** *********

    • Initial Complaint

      Date:13/01/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on December 1st, 2024 for 4 fire blankets from Prepared Hero meant to be Christmas gifts. My card was charged immediately but there was no shipping confirmation. I followed up Dec 16 and was guaranteed delivery by Dec 24th. I followed up again on Dec 23rd and Dec 27th and requested cancellation at that time. On January 4th the company responded offering me a $20 promo code and said my order was now scheduled for the second week of January.

      Come the end of the second week of January the order still had no shipping confirmation. I initiated a dispute with my credit card company on January 11th. I e-mailed Prepared Hero to let them know I had done this and now have received a notice of cancellation, but no refund.

      Business Response

      Date: 14/01/2025

      Dear *******,

      Thank you for bringing this matter to our attention. We sincerely apologize for the delay in processing and shipping the customer's order. Due to a high volume of orders, shipments have been delayed, and we understand the frustration this has caused.

      We will reach out to the customer directly to address their concerns and ensure a full refund is provided as requested. Please rest assured that we are working diligently to resolve this issue promptly.

      We value our customers and appreciate their patience.

      Sincerely,
      ******* *********
      Customer Support
      Prepared Hero

      Customer Answer

      Date: 15/01/2025



      I have reviewed the response made by the business  and find that this resolution is satisfactory to me.




      Sincerely,



      ***** ***

    • Initial Complaint

      Date:13/01/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered an 8-pack of fire blankets from Prepared Hero on 12/16/2024. I waited about 10 days and sent them a message through their website with no response. I called 1/13/2025 and the phone was not answered and directed me back to the website. It is almost a month and not product received nor response to my inquiries with any explanation.

      Business Response

      Date: 14/01/2025

      Dear ********,

      Thank you for bringing this matter to our attention. We sincerely apologize for the delay in processing and shipping the customer's order. Due to a high volume of orders, shipments have been delayed, and we understand the frustration this has caused.

      We will reach out to the customer directly to address their concerns and ensure a full refund is provided as requested. Please rest assured that we are working diligently to resolve this issue promptly.

      We value our customers and appreciate their patience.

      Sincerely,
      ******* *********
      Customer Support
      Prepared Hero

      Customer Answer

      Date: 15/01/2025



      I have reviewed the response made by the business and find that this resolution is satisfactory to me.




      Sincerely,



      **** **** ******

       

      I am awaiting my refund to show as permanent on my credit card account.  Hopefully, I will not be recontacting BBB.  Thank you.

    • Initial Complaint

      Date:13/01/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Shipping policy indicates that product will be received 4-12 business day after order. It is now 40 days and I have not received the product. I have reached out to their Customer Support email address three times. Each time, I get an identical response with no tracking information and no information about when I might receive the product. *** ****** **************************************************************** ** ***** *******,

      Thank you for reaching out!

      We’ve received your order, and here are the details:
      Order Number: ************* Order Status: Track your order here

      Due to extremely high demand, we're experiencing a larger-than-expected volume of orders. Rest assured, our team is working around the clock to ship your order as quickly as possible.

      If your order has a tracking number, you can follow its progress here:

      If you don’t have a tracking number yet, don’t worry; you do not have to take any action. We’re closely monitoring your order to ensure the quickest possible delivery,

      We apologize for the delay and thank you for your patience and understanding.

      --

      Thank you for Preparing to be a Hero! **** ******** ***** ******** **** * ******** **** **************

      Business Response

      Date: 14/01/2025

      Dear ********,

      Thank you for bringing this matter to our attention. We sincerely apologize for the delay in processing and shipping the customer's order. Due to a high volume of orders, shipments have been delayed, and we understand the frustration this has caused.

      We will reach out to the customer directly to address their concerns and ensure a full refund is provided as requested. Please rest assured that we are working diligently to resolve this issue promptly.

      We value our customers and appreciate their patience.

      Sincerely,
      ******* *********
      Customer Support
      Prepared Hero

      Customer Answer

      Date: 16/01/2025



      I have reviewed the response made by the business and find that this resolution is satisfactory to me.  PreparedHero has contacted me. They admitted to having inventory issues and agreed to refund my payment in 3-5 business days.



      Sincerely,



      ***** *******

    • Initial Complaint

      Date:13/01/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On January 2, 2025, I placed an order for a 4-pack emergency fire blanket kit. The website did not indicate that the charge would be in USD. I received an email confirming the order and that the charge was $68.94 (USD). The next day, my credit card was charged $102.06 CAD ***** *** * ****** **** ** *** ***** **** is a lot of money. The website promised a delivery within 2-4 business days. I tried to call to cancel the order but a recording said the phone line was down. I thought I was stuck with the purchase. On January 13, 2025, realizing I still hadn't received my order, I sent an email asking for the status of the order and received a reply with a link to my order confirmation but no status information. It was the same order confirmation I'd received the day I placed the order stating I would receive an email when my order was ready to be shipped. I googled the company and realized that other people had this experience and were also unable to reach them. I no longer trust this company and I'm unhappy with their service re: delivery and not advertising that the purchase is in USD. On January 13, 2025, I emailed them a cancellation request. * ********* **** ****** *** ******* ** ** **** **** * ********* **** **** I request your help in cancelling my order and obtaining a refund. Thank you.

      Business Response

      Date: 14/01/2025

      Dear ********,

      Thank you for bringing this matter to our attention. We sincerely apologize for the delay in processing and shipping the customer's order. Due to a high volume of orders, shipments have been delayed, and we understand the frustration this has caused.

      We will reach out to the customer directly to address their concerns and ensure a full refund is provided as requested. Please rest assured that we are working diligently to resolve this issue promptly.

      We value our customers and appreciate their patience.

      Sincerely,
      ******* *********
      Customer Support
      Prepared Hero

    • Initial Complaint

      Date:12/01/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order placed November 28 2024 for 4 Prepared Hero fire blankets.
      Advised they were guaranteed to arrive before December 24 2024.
      Product has still not shipped to this date (January 12 2025).
      Continue to receive generic emails to buy other products from the company.
      I have tried following up via phone and email over 5 times now and only receive generic emails telling me to check my order status on the website.

      I believe it is not acceptable that a company does not try to assist a client and that money is taken but not product is given and no reason is given. I would still like to receive the product but I believe I am owed a refund for all the time and energy I have wasted trying to figure out what is going on with my order *** ****** **** * **** *** **** *******. Any assistance the BBB can provide would be appreciated.

      Business Response

      Date: 14/01/2025

      Dear ******* ***

      Thank you for bringing this matter to our attention. We sincerely apologize for the delay in processing and shipping the customer's order. Due to a high volume of orders, shipments have been delayed, and we understand the frustration this has caused.

      We will reach out to the customer directly to address their concerns and ensure a full refund is provided as requested. Please rest assured that we are working diligently to resolve this issue promptly

      We value our customers and appreciate their patience.

      Sincerely,
      ******* *********
      Customer Support
      Prepared Hero

       

       

      Customer Answer

      Date: 14/01/2025



      I am rejecting this response because: My order was randomly cancelled and then a generic email sent to me afterwards advising of this. I did not ask to fully cancel the order. I really did want the product and did not like how they never answered me. I know people who have order the product after me and have received it, so I don't believe them when they say there is unprecedented demand. There is no reason to *** to clients. They could have advised me they were looking into the matter and then realized that there was an issue with my order and deal with it promptly. **** ***** ********* ***** ** **** *** *** **** ** ******* ******* ** ****** ** ******* *** ******* ***** ******. I do own this product and know it does work. That is why I ordered it in the first place for my family members. The whole process from start to finish has been terrible. I just want the product and I want an honest, response from the company. I do believe I should still get the product but at a discounted price as the time and effort I have spent here trying to get it, is beyond ridiculous.

      I would appreciate it if I could get my order still, if that is a possibility, there was definitely a misunderstanding when my complaint was received.



      Sincerely,



      **** *******

      Business Response

      Date: 17/01/2025

      Hello ****,


      Please note that the order was refunded on January 14. We have sent you an email confirming the refund. Kindly allow 3-5 business days for the amount to reflect in your account.

      Customer Answer

      Date: 23/01/2025



      I have reviewed the response made by the business and find that this resolution is satisfactory to me. After reviewing the product and hearing from other consumers, I have decided I do not want the product as it is dangerous and poorly made. Thank you for refunding me.



      Sincerely,



      **** *******

    • Initial Complaint

      Date:11/01/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Very misleading return policy in their marketing of the products. My order was doubled and I contact their customer service immertally after I placed the order to cancel the order, but my order was still doubled. Their marketing says: Experience worry-free shopping with our 30-day guarantee—any issue, any reason, we'll make it right, no questions asked. **** ** * ****  When I said I wanted a refund for the items they sent me a very different return policy was sent. I paid $130 for nothing.

      Business Response

      Date: 14/01/2025

      Dear **** *,

      Thank you for bringing this matter to our attention. We sincerely apologize for the delay in processing and shipping the customer's order. Due to a high volume of orders, shipments have been delayed, and we understand the frustration this has caused.

      We will reach out to the customer directly to address their concerns and ensure a full refund is provided as requested. Please rest assured that we are working diligently to resolve this issue promptly.

      We value our customers and appreciate their patience.


      Sincerely,

      ******* *********
      Customer Support
      Prepared Hero

      Customer Answer

      Date: 24/01/2025



      I have reviewed the response made by the business and find that this resolution is satisfactory to me.




      Sincerely,



      ****** *******

    • Initial Complaint

      Date:10/01/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a 4 pack of fire blankets from Prepared Hero on December 23. My card was charged immediately for the amount of $81.52. It is now January 10 and I have not received any products. I emailed the company on 1/8 and still have not had a response. I tried calling the company and no one answers the phone and the call gets disconnected.

      Business Response

      Date: 14/01/2025

      Dear **** *

      Thank you for bringing this matter to our attention. We sincerely apologize for the delay in processing and shipping the customer's order. Due to a high volume of orders, shipments have been delayed, and we understand the frustration this has caused.

      We will reach out to the customer directly to address their concerns and ensure a full refund is provided as requested. Please rest assured that we are working diligently to resolve this issue promptly.

      We value our customers and appreciate their patience.

      Sincerely,
      ******* *********
      Customer Support
      Prepared Hero

    • Initial Complaint

      Date:10/01/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered four Emergency Fire Blankets on Nov. 4, 2024. They were intended to be Christmas gifts. It is now January 10, and I have not received my order. Nor have I received a tracking number to indicate my order has shipped. At this point, I would like a full refund for the amount paid in good faith in early November. I have asked the company for a full refund, and have received no reply to that request. I paid $65.05 USD. This came out to more than $90 CAD.

      Business Response

      Date: 14/01/2025

      Dear ********,

      Thank you for bringing this matter to our attention. We sincerely apologize for the delay in processing and shipping the customer's order. Due to a high volume of orders, shipments have been delayed, and we understand the frustration this has caused.

      We will reach out to the customer directly to address their concerns and ensure a full refund is provided as requested. Please rest assured that we are working diligently to resolve this issue promptly

      We value our customers and appreciate their patience.

      Sincerely,
      ******* *********
      Customer Support
      Prepared Hero

      Customer Answer

      Date: 15/01/2025

       

      I have reviewed the response made by the business and find that this resolution is satisfactory to me. I wanted a full refund and was given one. 

      However, I have to say, the business absolutely failed to properly manage customer expectations -- mine *** ****** ****** ********* ** ****** who ordered fire blankets as Christmas gifts, in response to an intense marketing campaign over social media. Repeated platitudes and vague explanations for order fulfillment delays are insufficient, *** *** **** ** *********** **** * ****. This is a textbook FAIL in customer relations that hopefully Protected Hero will learn from and improve upon going forward.  



      Sincerely,



      *****

    Prepared Hero is NOT a BBB Accredited Business.

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