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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:09/01/2025

      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 8 of the fire blankets, some of them for gifts. I was charged and never received anything from the company.

      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:08/01/2025

      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.
      Purchased Nov 28th and have tried to contact them to get a very generic email that told me nothing. They have charged my credit card and delivery should have been before Christmas based on the information on their site (as they were supposed to be gifts), but it appears that they haven't even been shipped to this point. The attached email from them was sent Dec 23rd.

      Business Response

      Date: 10/01/2025


      Dear *******,


      We sincerely apologize for the delays in both delivery and responses, which are due to the high demand we are currently experiencing. We understand the inconvenience this has caused and appreciate your patience.


      To provide a quick resolution, we have refunded the total amount of $74.97 to your account. Please allow a few business days for the refund to appear.


      Thank you for your understanding, and we remain committed to improving your experience with us.


      Best regards,

      Customer Answer

      Date: 10/01/2025

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




      Sincerely,



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

    • Initial Complaint

      Date:08/01/2025

      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.
      On December 14,2024 I placed an order on Prepared Hero’s website for the 4 pack emergency blanket. The total charge of the purchase was $90.35. I have requested my order to be cancelled with a full refund to the email address [email protected] and have NOT received any response from the customer service team. I also contacted this phone number ************ that they have posted on website and there is an automated recording, ‘due to technical difficulties your call can’t be routed.” I just want a refund at this point since it’s been a month since the transaction took place.

      Business Response

      Date: 08/01/2025

      Hello ****,

       

      Thank you for reaching out to us. We would like to inform you that due to high demand, we are currently experiencing delays in responses and order deliveries. As per your request, your order has been canceled, and a refund of $90.35 has been processed. We sincerely apologize for any inconvenience this situation may have caused.


      Please rest assured that we are taking proactive measures to improve our processes and prevent similar issues from occurring in the future. Your patience and understanding mean a lot to us. If you have any further questions or concerns, please do not hesitate to contact us.

       

      Best regards,

      Customer Answer

      Date: 09/01/2025

      I am rejecting this response because:


      I have reviewed the response made by the business ** ********* ** ********* ** ********, and find that if they issue a refund within 5-7 business days back into my account, (time frame of refund was not included in message) this issue will be considered resolved and is satisfactory to me.

      Please note that the response that Prepared Hero prepared in their email is their typical response minus the part about issuing a refund.  I don’t trust this business and would like a timeframe included for when I will see a refund issued.

      Sincerely, 

      **** *****

      Business Response

      Date: 19/01/2025

      Dear **** *****,

      Thank you for following up regarding your refund request. We would like to confirm that your order, PH***********, has been fully refunded on January 8th, 2025.

      You can follow up with your bank regarding the reimbursement status using the following ARN (Acquirer Reference Number): ***********************.

      We appreciate your patience and understanding throughout this process. If you have any further questions or need assistance, please don’t hesitate to reach out.

      Kind regards,
      ******* *********
      Prepared Hero Customer Support

      Customer Answer

      Date: 22/01/2025



      I have reviewed the response made by the business  and find that this resolution is satisfactory to me.   Thank you for your support!



      Sincerely,



      **** *****

    • Initial Complaint

      Date:07/01/2025

      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.
      Ordered fire blankets from prepared hero on December 14. Informed I should receive by 12/24/24. It is 1/7 and still have not received. Attempted calling their customer service number but it does not go through. Emailed them 3 x, they replied they were working on the order. Emailed a 4th time and the message came back undeliverable. My order number is PH***********. My credit card was charged $203.88 the day after I placed the order.

      Business Response

      Date: 07/01/2025

      Dear *****,
      Thank you for contacting us regarding your order. We sincerely apologize for the delay and frustration this situation has caused.


      Due to a high volume of inquiries, we are currently experiencing delays in our response times. However, we have reviewed your case and want to provide you with an update.


      Your order (************** placed on December 14, 2024, has been canceled, and a full refund of $216.11 has been processed to your original payment method. Please allow 5-7 business days for the refund to reflect in your account, depending on your bank's processing times.


      We deeply regret the inconvenience caused by the lack of timely updates, communication challenges, and the delay in resolving your concern. We are actively working to improve our service and communication systems to better serve our customers.


      If there is anything further we can assist you with, please do not hesitate to reach out. Thank you for your understanding and patience.
      Kind regards,

    • Initial Complaint

      Date:06/01/2025

      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 12/05/24 placed three orders from Prepared Hero ***************** ********* *** ** ***** *** *** ** ********* ** ****** .for Fire Blankets for my family. I did not receive a confirmation and did not receive the blankets. I assumed I had erred in placing the order. My credit card bill came at the end of December with three charges on 12/05/2024: $216.83, $85.04, and $170.15. I immediately called the number they had on my credit card bill--no such number. I went to the web site and called--the automated voice says they are too busy to take calls and to send an email which they usually answer. I sent an email and have given them four days (two business days--no answer.). **** ******* **** ** * **** *** ****** **** ** ** ******. Of course I have no confirmation number because they never sent one. Just took my money.

      Business Response

      Date: 07/01/2025

      Dear *****,


      Thank you for reaching out to us and sharing your experience. We sincerely apologize for the inconvenience and frustration this situation has caused.
      Due to a high volume of inquiries, we are currently experiencing delays in responding to customer requests. However, we want to assure you that your concern has been addressed.


      Your order placed on 12/05/2024 for fire blankets from Prepared Hero has been canceled, and a refund of $472.02 has been processed back to your original payment method. Please allow 5-7 business days for the refund to reflect in your account, depending on your bank’s processing times.


      We deeply regret any confusion or disappointment caused by the lack of confirmation emails and the delay in communication. We are committed to improving our processes to ensure better customer experiences in the future.
      If you have any further questions or concerns, please do not hesitate to contact us. Thank you for your patience and understanding.
      Kind regards,

    • Initial Complaint

      Date:06/01/2025

      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 the Emergency Fire Blanket 4 pack.

      I waited patiently for a shipping confirmation and emailed support on Dec 11th to be given a tracking link that had no info (just a “pending” status on the package).

      I continued emailing for a tracking number and was told to keep using the original link which had not updated whatsoever - I then received an email on Dec 18th (way past estimated shipping) but it did not have an estimated delivery date.

      I tried calling their “support” number (###-###-####) and it never transfers to someone, it literally says they are too busy and to email without an option to stay on hold or get a call back.

      I emailed continuously and finally had a **** tracking link that literally showed that they were “awaiting item,” it never even arrived.

      I sent this to them in the same email chain just to be told that the shipping address had an “error” and that I had to call **** to resolve.

      Initially I told them they should be resolving it as I confirmed the address I had placed the order with was correct. I then decided to contact **** with the tracking number and they in fact confirmed that “the shipping partner has NOT released the package to them.”

      They **** to me, stating my address was incorrect and that it was **** that had my package.

      I then started demanding a refund in the same email chain and they kept delaying it by telling me to basically be patient.

      It has now been over 30 days, no valid tracking, no delivery date and they still will not agree on a refund.

      Business Response

      Date: 07/01/2025

      Dear *******,


      Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and inconvenience you’ve experienced with your order.
      After a thorough investigation, we regret to inform you that your order (PH***********) for the Emergency Fire Blanket 4-pack was lost in transit. We understand how disappointing this situation is and assure you that this does not reflect the level of service we aim to provide.


      As of today, we have processed a full refund of $85.16 to your original payment method. Please allow 5-7 business days for the refund to reflect in your account, depending on your bank’s processing times.
      We also apologize for the delays and miscommunication regarding your tracking information. We are taking steps to improve our shipping processes and communication channels to ensure such situations are avoided in the future.


      If there is anything further we can do to assist you or if you have additional concerns, please do not hesitate to reach out. Thank you for your patience and understanding as we work to improve our service.
      Kind regards,

      Customer Answer

      Date: 07/01/2025



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




      Sincerely,



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

    • Initial Complaint

      Date:06/01/2025

      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 for an 8 pack of fire blankets on 12/15. I have not received any shipping information despite numerous emails requesting information. I have now requested my order be canceled and a refund issued. Still no response from the company. I want my money back.

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




      Sincerely,



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

    • Initial Complaint

      Date:05/01/2025

      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 pack of blankets on December 15th and was charged $219.68 on December 16th. I did not receive any information on this order other than an email after contacting customer support on December 27th. At that time I was told the order was confirmed and that due to heavy volumes of orders all orders have been delayed. No other information was provided. I have asked for a refund of the total amount and would like help to make sure I receive it all back. Thank you.

      Business Response

      Date: 07/01/2025

      Dear *********,


      Thank you for reaching out to us and sharing your experience. We sincerely apologize for the delays and lack of communication regarding your order.


      Due to a high volume of inquiries and orders, we are currently experiencing delays in response times. We understand how frustrating this has been and truly appreciate your patience.


      We have reviewed your case, and your order placed on December 15, 2024, has been canceled. A full refund of $219.68 has been processed to your original payment method. Please allow 5-7 business days for the refund to appear in your account, depending on your bank’s processing times.


      We deeply regret the inconvenience caused by the delay and the lack of timely updates. We are committed to improving our processes to ensure better service in the future.
      If you have any further questions or need additional assistance, please do not hesitate to contact us. Thank you for your understanding.


      Kind regards,

    • Initial Complaint

      Date:03/01/2025

      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.
      On the prepared hero website I wanted to order one emergency fire blanket $34.98+$1.99 shipping protection. After putting in all of my info, 3 pop ups appears for you to add to your order. I accidentally clicked yes on the first one which was an additional two pack of fire blankets $25.99. After the 3rd pop up it immediately confirmed my order without allowing me to review. I have sent 3 e-mails and called numerous of times over the course of several days, no answer. I do not want the addional 2 pack and would like a refund. I will gladly sent it back once it all arrives. I placed my order on 12/27/24. The 2 pack arrived 1/3/25 eventhough I paid for 3 total. Customer service is non existence with this company.

      Business Response

      Date: 07/01/2025

      Dear ****,
      Thank you for reaching out, and we sincerely apologize for the inconvenience and frustration you've encountered with your order.


      Due to high demand, we are currently experiencing delays in responding to emails. We truly understand how this has been frustrating, especially when you were expecting a smooth order process.


      After reviewing your order, we regret to inform you that the missing blanket was lost in transit. As a quick solution, we have processed a full refund for your order, including the additional two-pack of blankets. The refund for $67.37 has been credited to your original payment method. Please allow 5-7 business days for the refund to reflect in your account, depending on your bank's processing times.


      To make amends, you are welcome to keep the products you received at no cost to you, as a gesture of goodwill.


      We sincerely apologize for the inconvenience and miscommunication regarding your order, and we are working diligently to improve our customer service and response times.


      If you have any further questions or concerns, please don't hesitate to reach out. We truly appreciate your understanding and patience.
      Kind regards,

      Customer Answer

      Date: 07/01/2025



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

      Thank you for responding. 



      Sincerely,



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

    • Initial Complaint

      Date:03/01/2025

      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.
      On December 8, 2024 I ordered from the prepared hero website a four pack of the xl fire blanket and paid five dollars for the push to the front shipping. It said if I ordered before December 12, it was guaranteed by Christmas, but that never happened. I have tried to call them several times and have emailed them several times and no response. To me it sure looks like this company is a scam even though it says they are based out of Wyoming. I would like a full refund as these were for Christmas gifts and Christmas is way past

      Business Response

      Date: 07/01/2025

      Dear ***** ,
      Thank you for reaching out to us. We sincerely apologize for the disappointment and frustration you’ve experienced with your order.


      Due to a high volume of inquiries and orders, we are currently facing delays in response times. We truly regret any inconvenience this has caused, especially given the importance of your order as Christmas gifts.


      After reviewing your case, your order placed on December 8, 2024, has been canceled. A full refund of $175.21 has been processed to your original payment method. Please allow 5-7 business days for the refund to reflect in your account, depending on your bank’s processing times.


      We deeply regret the delay and lack of timely communication and are taking steps to improve our processes to better serve our customers in the future.
      If there is anything further we can assist you with, please do not hesitate to contact us. Thank you for your patience and understanding.

      Kind regards,


      Customer Answer

      Date: 07/01/2025



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




      Sincerely,



      ***** ******

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