Business Profile

Survival Supplies

Prepared Hero

Headquarters

This business is NOT BBB Accredited.

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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

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.

Initial Complaint
Date:02/01/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 purchased 1 Emergency Fire Blanket 2 pack, 1 Emergency Fire Blanket, 1 XL Emergency Fire Blanket for $103.54 on 12/10/24 under Order #*************. These were supposed to be Christmas Gifts, and were guaranteed to arrive before Christmas. I contacted the company on 12/22/24 when they had not yet been received to check the status. I received a response right away citing unprecedented demand for the delay (looks like they dealt with this last year ********* ** ***** *** ******** ********. I asked for the company to cancel my order and refund me $103.54 as they wouldn’t be received by Christmas to be gifts, as originally promised by the company. No response from them. I have now sent them 4 emails requesting order cancellation and a refund and they have not replied to any of the emails. ** **** * *******
Business Response
Date: 03/01/2025
Dear *****,
Thank you for reaching out and sharing your experience. First and foremost, I want to extend our sincerest apologies for the inconvenience caused by the delay in fulfilling your order and in our response time. We deeply regret that this situation has disrupted your holiday plans and led to frustration.

Due to an unprecedented surge in demand during the holiday season, we encountered delays in processing some orders and responding to customer inquiries. While this is not the level of service we strive to provide, we recognize that these challenges impacted your experience negatively, and for that, we are truly sorry.

Please rest assured that your refund of $103.54 has been processed and credited back to the payment method you provided. If you do not see this reflected in your account within 3–5 business days, please let us know so we can promptly investigate further.

We value your trust and are actively taking steps to improve our operations to prevent such occurrences in the future. Your feedback helps us identify areas where we need to grow, and we appreciate your patience and understanding during this time.

If there’s anything further we can do to address your concerns or assist you, please don’t hesitate to reach out.
Initial Complaint
Date:30/12/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
IIn December 14, 2024, I ordered the following from Prepared Hero:

Order Details
Emergency Fire Blanket × 1
4 Pack
$59.96

Fire Blanket Hook × 1
1 Pack
$4.99
Shipping Protection × 1
$1.99

XL Emergency Fire Blanket × 1
1 Pack
$49.99
Subtotal
$116.93
Shipping
$0.00
Taxes
$11.63
Total
$128.56 US

None of these items has shipped or arrived. I would like a FULL REFUND on this order.
Business Response
Date: 03/01/2025
Dear *******,

Thank you for reaching out and for your patience as we navigate through a high volume of inquiries. We sincerely apologize for the delay in processing your order and for not meeting your expectations.

We understand the frustration caused by this experience and deeply regret the inconvenience it has caused.

After reviewing your order details, I can confirm that your total payment of $128.56 USD, including all items, taxes, and charges, has been refunded in full to the payment method you provided. Please allow 3–5 business days for the funds to appear in your account. If you do not see the refund after this time, please let us know immediately so we can assist further.

The delays in shipping and our response times were due to an exceptionally high volume of orders and customer inquiries during this busy season. While this is not the level of service we strive to deliver, we are actively addressing these issues to ensure a smoother experience for all our customers moving forward.
We truly value your understanding and apologize for falling short on this occasion. If there is anything more we can do to assist you, please don’t hesitate to contact us.

Warm regards,
Initial Complaint
Date:28/12/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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 17th by mistake. I immediately emailed to cancel. I received an email several hours later stating it had already shipped ( not possible) and that I could email to set up a return as soon as it arrived. It arrived on December 21st , I emailed them on the 21,23,26th and today and have gotten no response . I’ve called and get a voicemail only to their company. I haven’t opened the package and I just want to return the product as advertised on their website and the sole email the sent on 12/17 after I ordered stating I could return it. Please help!
Business Response
Date: 03/01/2025
Dear ******,

Thank you for reaching out and bringing this to our attention. Due to high demand, we are currently experiencing some delays in processing and delivering orders.

Please accept our sincerest apologies for the delay in responding to your emails and for any frustration this situation has caused.

We’ve reviewed your case and want to assure you that we’ve processed a full refund to the original payment method used for your purchase. The refund should appear in your account within 3–5 business days, depending on your financial institution.

To make up for the inconvenience, you are welcome to:

Keep the order as a gesture of goodwill.
Donate the product to someone in need or a local organization.

There is no need to return the package or take any further action. We sincerely apologize for the miscommunication and delays and truly value your understanding. If you have any additional questions or concerns, please don’t hesitate to reach out.

Best regards,
****** ******
Customer Service Agent
Prepared Hero
Customer Answer
Date: 03/01/2025
I have reviewed the response made by the business and find that this resolution is satisfactory to me.

Sincerely,

***** ****
Initial Complaint
Date:28/12/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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 November 24, 2023, I used the preparedhero.com website to order a Fire Emergency Protection Kit for $136.41. As of today, December 28, 2023, I have not received the items that I ordered. I have since seen many complaints about this company on the internet, at such sites as Reddit etc. On December 20, 2023, I sent the company a request via email ** ************************ (the address provided on their website) asking for a refund and received no reply. The phone number on their website goes to a recording that says that all orders will be shipped before the holiday. I had called on December 20, 2023. * ******* ** ** *** * *****
Business Response
Date: 08/01/2024
Dear Valued Customer,
I apologize for the delay in delivering your Fire Emergency Protection Kit and the lack of timely communication. Due to unprecedented demand, we experienced delays, and I understand your frustration.

Your refund request, submitted on December 20, 2023, was processed on January 4, 2024. The amount has been refunded, and you should see it in your account soon.
I acknowledge the impact on your trust, and I assure you we are actively working to improve our customer service.
For any further assistance, please contact us ** *************************

Sincerely,
Bheki
Customer Answer
Date: 08/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ****
Initial Complaint
Date:26/12/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 purchased emergency fire blankets from this company on 11/28/23 and on 11/29/23 my credit card was charged a total of $93.90 for the blankets. Today is 12/26/23 and I still do not have the product. I have tried SEVERAL times to call this company and they do not answer and say the phone lines are down but if you ordered before 11/15/23 you are guaranteed to receive order before Christmas. I have not received my order and they were Christmas presents. I do not need or want them now that Christmas is over. I want a total refund immediately. This company should be stopped. I can see by reading the reviews, everyone has the same issue. If this helps, my supposed order # is ************.
Business Response
Date: 08/01/2024
Hi *******,

Thank you for contacting Prepared Hero.

We have reviewed your latest order and it seems your order is on its way to you.

Please find below the most up-to-date information available:

Order Number: ************

You can check the Tracking Status of your order here:

Order Estimated Latest Delivery Date: Tuesday, January 9, 2024

The delivery time of an order may vary depending on several factors, such as the shipping company´s transit time, adverse weather conditions, and any unexpected disruptions in the delivery network.

Please don't hesitate to contact us for any other questions you might have.

Thank you for Preparing to be a Hero!

Best Regards,
Bheki
Prepared Hero Customer ******* Representative
Customer Answer
Date: 08/01/2024
I received an email this morning from The Better Business Bureau with a response from Prepared Hero. Their response is “it seems your order is on its way”. As I stated in my complaint I wanted a full refund because they promised all orders received by Dec. 15 would arrive by Christmas. My order was placed around the middle of November AND my credit card was charged the same day of my order. Also, I find it suspicious that 2 days after I filed the complaint, my order was sitting on my doorstep. I tried repeatedly for 2 weeks to call Prepared Hero and the message was that their phones were not working. Can you please help me get my refund? These were Christmas presents and are useless to me now and I spent almost $100 on their product, which I would certainly not trust anymore. Thank you for listening.I wanted to let you know that I just received yet another box of fire blankets from the Prepared Hero Co (I now have 8 fire blankets that I DO NOT WANT). Please help !! I truly believe this company has no idea what they are doing. As I have stated before, I do not want anything to do with this Company or their products. Please tell me how I can get my refund and be rid of this company.
Business Response
Date: 02/02/2024
Hello *******,

I hope this message finds you well. I am writing to sincerely apologize for the delay in delivering your order.

We have reviewed your order placed on November 29 2023 and delivered to you on January 9 2024

Tracking information: *************************863&loc=en-US

We deeply regret any inconvenience this delay may have caused. I want to assure you that we take this matter very seriously, and we are committed to making it right for you. We value our customers and want to make amends for any inconvenience caused so we have refunded the total amount of your order

Once again, I apologize for any frustration or disappointment this delay may have caused. We are continually working to improve our processes to ensure that this does not happen again.

if there is anything specific you would like to discuss or if you have any concerns please do not hesitate to reach out to our customer service team at *******@************.com

Thank you for your understanding
Initial Complaint
Date:26/12/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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 6 fire blankets on November 23, 2023 from Prepared Heroes website. These were to be Christmas presents. It’s December 26th. I have not received the order. No one answers the phone. Customer support doesn’t respond to emails. I want my payment refunded.
Business Response
Date: 08/01/2024
HI ****,
I sincerely apologize for the delay in your fire blanket order. The high demand overwhelmed our system, leading to this unforeseen delay. I understand your frustration and regret any inconvenience caused.

Your cancellation request has been processed, and the refund initiated on December 27, 2023. Please allow a few business days for the transaction to reflect in your account.
We acknowledge the communication issues and are actively working to improve our customer support services. For further assistance, please email us ** *************************
Thank you for your understanding and patience.

Sincerely,
*****
Customer Answer
Date: 08/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******
Initial Complaint
Date:25/12/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 order 3 fire blankets. I have heard nothing the phone says not connected and I have emailed and received no reply. The tracking number shows the order was started but nothing more has happened since the day I order which was 11/24.
Business Response
Date: 26/01/2024
Hello ******,

Thank you for contacting us. We apologize for the delayed response and any inconvenience this may have caused.

We have reviewed your order ************, and we can see that it has been delivered. We delivered 1 pack that contains 4 blankets. Please open the package to confirm.

You can see your order status by following this link:

Ship date: Wednesday, December 27, 2023
Delivery Date: Thursday, December 28, 2023
Tracking Number: ***************
Carrier: ****** *********

If for any reason you have not yet received your order, please do not hesitate to contact us, and we will do our best to assist you.

Best Regards,
Bheki
Prepared Hero Customer Support Representative
Initial Complaint
Date:23/12/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 fire blankets for Christmas presents on 11/26/2023. Still no delivery on 12/23/2023. Order tracking continues to say unfulfilled. One email response says all order prior to 12/15 will ship by 12/15/23. Business no longer answer phone. Directs all to email. No email reply in the last week. Each time I try to track the order I get the same confirmation code - no update to the order.
Business Response
Date: 29/01/2024
Hello *****,

Thank you for contacting us. We apologize for the delayed response and any inconvenience this may have caused.

We have reviewed your order ************, and we can see that it has been delivered.

You can see your order status by following this link:

Ship date: Wednesday, December 27, 2023
Delivery Date: Friday, December 29, 2023
Tracking Number:Shared via email
Carrier: Amazon Logistics

If for any reason you have not yet received your order, please do not hesitate to contact us, and we will do our best to assist you.

Best Regards,
Bheki
Prepared Hero Customer Support Representative
Initial Complaint
Date:21/12/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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.
Hello, I ordered 4 emergency fire blankets on 11/8/2023. All I got was them saying that there was a high demand and to please be patient. No more updates. I tried calling and they said there phones were down. I tried to e-mail them but it didn't go through.
Thank You
Business Response
Date: 22/12/2023
Hi ****,

Thank you for contacting Prepared Hero.

We have reviewed your latest order and it seems your order is on its way to you.

Please find below the most up-to-date information available:
Order Number: ************

Latest Ship Date: Friday, December 22, 2023
Latest Delivery Date: Sunday, December 24, 2023

The delivery time of an order may vary depending on several factors, such as the shipping company´s transit time, adverse weather conditions, and any unexpected disruptions in the delivery network.

Please don't hesitate to contact us for any other questions you might have.

Thank you for Preparing to be a Hero!
Kind regards,
*****
Customer Answer
Date: 24/12/2023

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

Sincerely,

**** ******
Initial Complaint
Date:04/12/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 the fire blankets 11/10. Money was taken from my bank account immediately. I did not get an order confirmation number or a tracking number. No one answers the phone. I have emailed and was told it was not shipped but no date of delivery.
They were bought as Christmas presents and I need to ship after they arrive.
Business Response
Date: 09/12/2023
Hi *******,

Thank you for contacting Prepared Hero.

We apologise for the delay.

Rest assured your items are reserved and will ship before Christmas.

Thank you for your patience.

If you have any additional questions, please do not hesitate to reply to this email.

Thank you for Preparing to be a Hero!

Best Regards,
*****
Prepared Hero Customer Support Representative

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Prepared Hero

Prepared Hero

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