Complaints

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:09/25/2024

  Type:Product 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.

  9/10/24 - Purchased 2 stink bug traps online.
  
  9/18/24 - called company to inform them the product wouldn't assemble properly. The lids wouldn't remain closed and the parts that snap into the lid wouldn't snap. I was told since the two items were defective, they would issue a refund to me.
  
  9/20/24 - followed up by calling the company again and I was told they were working on the refund and would have accounts receivable call me back.
  
  9/23/24 - called the company again and was told they were going to refund me and not require me to return the product.
  
  9/25/24 - called the company to followup on the promised refund. Spoke to Candice who told me the other two people I spoke to at the company didn't have the authorization to refund me, and she would not be refunding my money.

  

  Business Response

  Date: 10/15/2024

  To whom it may concern

  On 9/18/24 the customer called into our office requesting information on how to use the traps ordered online for help with the capture of stink bugs. She was unsure how to use the products and a staff member walked her through how to use them. She had been using the traps incorrectly and was advised on how to correctly use them. Two days later, on 9/20/24, the customer called again claiming that the traps were not working correctly and now they would not seal. She made the claim that the stink bugs were climbing on the outside of the trap and not into the trap. She also let our support staff know she had placed both traps into plastic bags because she was disgusted with them and wanted to return them. She was told that a customer service agent would return her call on Monday to discuss. On 9/23/24 she called and spoke to another employee and stated once again the traps were not working. Customer service reached back out to her and alerted her that ARBICO Organics did not manufacture these traps and gave her the manufacturers information to help inform her of how to properly assemble the trap. At this time, the customer started accusing our staff of treating her poorly because she was a "senior citizen." This is information we would never know nor could is be determined from an online order. 4 staff members had spoken to her and tried to help her with the situation but she became increasingly upset. As stated on our website, our return policy clearly states only unused, unopened, undamaged items in original packaging can be returned. She was made aware of this as well. 

   

  The refund was not initially given because the original phone calls were her stating that she did not know how to use the trap and after explaining it to her, we believed it was user error. Only after the original calls did she then claim that the product did not work. We did then move the refund process through the proper channels (which takes 7-10 business days) and then processed the refund. The refund should have already shown on her payment account (if it has not already, it will today). This is not our standard procedure nor do we believe the refund was warranted but because she had made the claim that a staff member had already agreed to a refund, we followed through. 

  Our retrun and cancellation policy can be found online at ******************************************************* 

  Customer Answer

  Date: 10/17/2024

  I accept the refund,  but I do need to correct the response from the business.  To accuse me if using the product incorrectly and to state that I only claimed "Only after the original calls did she then claim that the product did not work" is fallacious. This slanders my character and misrepresents the truth. As I stated in my claim to the state Attorney General, the BBB and the US Consumer Protecting Agency, the product would not assemble properly. The lid of one trap would not fully fit and the conical shaped triangular parts on the other trap would not snap on to the lid.  If the offices to which I made my complaint do a little research,  they will find a history of customer customer regarding this seller. 

  Since the business has promised to fully refund me, I will await the promised credit.  Until the refund is received,  I will leave this complaint open. 

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair 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.

  Sept 9 2024 I paid 162.91 for a gal of insecticide. Received Sept 16 2024. The heat seal was missing , not broken but missing ,with the product spilled in the box. So first of all I do not know what is in the container. Arbico is located in Arizona but the item shipped from an Indian reservation in Montana ??
  
  I called Sept 17 2024 - and was told I would be contacted that day, no call. I provided their customer care dept twice with photos of the damaged seal and missing product. All I want is the missing product, their ad showed different size containers so this request should be easy. I've requested contact before I submit complaints with being ignored.
  
  I even contacted the shipper with no contact either. All I want is the missing product in a SEALED container. Even the tracking number was no good.

  Customer Answer

  Date: 10/07/2024

  Good morning, I am in receipt of the replacement product and would have to confirm that my dispute is satisfied. But , I would have to comment on Arbico's lack of communication with regard to this complaint is what has swayed my future status as "customer" of Arbico in the future. I would also have to question their distributor who sells their product in different shaped gallon containers - as if they fill whatever is at hand with their product.

  
  

  Again I do have the replacement product - but would have to give Arbico an F on their handling of the situation.

  
  

  Thank you 

  Jeff Schaffer  

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair 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.

  On 5/21/2024 I placed an order for beneficial mites for $85.74. On 5/31/2024 I called and placed another order for beneficial mites through a “specialist “ for $88.45. The “SPECIALIST “ stated that I needed to dampen the sachets in order to wake the mites to come out. BAD ADVICE! They even admitted that it was bad advice. Since then I called numerous times to speak to customer service with no response so I started emailing. I requested instead of emailing could we speak on the phone. That never happened. They sent me mites that have cooling packs that got the sachets wet. Never did the spider mite issue I had get taken care of. I have almost 200 plants most of them are expensive alocasias. I’ve lost many of them and many suffered damage due to spider mites. We emailed several times and the on 7/9/2024 I stated I wanted my money back. No response since then. Their customer service is horrible. I sent pictures to Candice Ramirez showing her how many times I needed to spray these plants for spider mites.

  

  Business Response

  Date: 11/05/2024

  Customer placed original order online, 5/19/24, for 50 sachets (this order totaled $88.45). 10 days later customer called and ordered a second round of the same product (this order totaled 85.74). After speaking to the phone rep, Darla was given incorrect information. When Darla called on 6/10/24 to discuss the product not working well enough, it was determined at this time she was given the incorrect usage instructions and the correct usage instruction was given. The information was then passed to Customer Care, who issued a reship of the original order and added in 10,000 loose mites, to help alleviate the infestation. The following week,  the customer was reshipped the 50 sachets a second time at not charge.

  The customer is requesting a refund on a product she was sent twice for free. The refund she is asking for includes the first order, which she placed online, and had no known issues with. We corrected our mistake twice over. 

  Customer Answer

  Date: 11/07/2024

  First of all. I have a lot of alocasias. Had a lot of alocasias. They are very prone to spider mites. I was trying to get away from caustic chemicals and decided to try beneficial mites. Yes I ordered a first round and a second round because it’s recommended!!!  I was given INCORRECT INSTRUCTIONS AND INFORMATION!!  Yes they sent me out several rounds of mites and the sachets were WET as I informed them. I have lost many plants worth hundreds of dollars. Alocasias are NOT cheap!  I’ve resorted back to using caustic chemicals!  I feel that they do care about that at all!  They DO NOT stand behind their product. They don’t return phone calls and want to blame me and pat themselves on the back for sending out free stuff to correct their mistakes?  RIDICULOUS!  I should have checked out arbico before I made any purchases because evidently I’m not the only one that has had issues with poor customer service and bad product!  And a poor BBB rating.  I want my money returned!

• Initial Complaint

  Date:07/20/2024

  Type:Service or Repair 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.

  Would not recommend buying from this company. When I placed the order, shipping was shown free for entire order. After I submitted the order, an additional $22 was added for shipping. I emailed customer service immediately to resolve the issue. No, response, no phone call. Order was shipped that night. Still no response, so I called. The man I spoke to said he was sales and not customer service and I would get a call. Still no call, second email sent. Customer service eventually responded via email but did not offer any refunds or solutions. Would not even acknowledge that they were unable to respond quick enough to resolve anything. First time and last time buying anything from this company. I agreed to pay $49.00 for this order and ended up getting charged $72.17.

  

  Business Response

  Date: 11/05/2024

  We apologize for this confusion. The only item on your order which had free shipping was the nematodes. The chameleon does not and has never been free to ship. Immediately after you placed you order you received a shipping confirmation confirming the exact the cost of the product and the shipping charge.

   

  The total cost of the product you purchased was $49.99 and the shipping charge was $22.1. You received all products in working order, in a timely fashion. We will refund the shipping cost but not the product cost. 

   

  Thanks

• Initial Complaint

  Date:03/28/2024

  Type:Product 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.

  This company has scammed me 3 times now. First, the lacewing eggs didn’t hatch. Second, the beneficial nematodes were dead or nonexistent. I followed their instructions including temp humidity control. My third order I purchased double the amount of beneficial nematodes without results. I’ve applied everything purchased through them indoors for house plants. For reference, last year I purchased beneficial nematodes from a local nursery and it resolved a fungus gnat problem within two weeks. Arbico is either selling people sawdust or dead critters. I emailed them four days ago and never received a response.

  

  Business Response

  Date: 04/04/2024

  Order was refunded in full.

  Customer Answer

  Date: 04/05/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21500195, and find that this resolution would be satisfactory to me.  However, if the business would’ve responded to my email earlier I wouldn’t have had to file a complaint with BBB. I thank the BBB for the resolution I received.
  
  
  
  Regards,
  
  
  
  Sunny Stimson
  
  
  
   
  

• Initial Complaint

  Date:08/10/2023

  Type:Product 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 have been a customer for many years ordering fly predators. This year there have been many issues. When I receive my shipments most of the predators have hatched and are inside the packaging envelope. Needless to say, that means I am not getting the full amount of fly predators that I am set up to receive. I have asked the company on a few occasions if they have changed their packaging without an answer. When I have contacted them in regards to my past complaints, it could take days to receive a response, if any at all. Not sure what is going on this year but am thinking of not being a repeat customer and going some place else for the fly predators. I have been very disappointed this year.

  

  Business Response

  Date: 08/18/2023

  Hi there,

  After reviewing our records, we have found a single communication form customer, dated 4/28/23.The complaint stated that the customer had received hatching and/or damaged Fly Eliminators and questioned if we had changed packaging. Our customer service department responded back by email on 5/3/23 stating that we were reshipping her bugs and a new bag left that day with the tracking number **********************. This is the only communication we have documented from this customer since 2021. Per the email regarding product loss, we immediately replaced the product. We have had not further communication from the customer regarding dissatisfaction of the product. We also have a policy to reship any unhatched or damaged bugs, if the customer alerts us. 

  Customer Answer

  Date: 08/21/2023

  Correct. I did reach out this past spring and was sent a new package of fly predators. However the question regarding packing was never addressed. Besides it took quite awhile to even get a response back then. If I contacted the business each time I received a shipment that is considered open, I am sure that over time the business would state I am out of luck (maybe not those exact words). I have had the same issue over and over. Even the shipment that was so graciously resent was open. Obviously there seems to be an issue. 

  

  Business Response

  Date: 08/22/2023

  We are really sorry you have had a bad year. Our main priority is to eliminate your fly issue. There have been no changes to the product or the packaging. How do we make this right?

• Initial Complaint

  Date:06/10/2023

  Type:Service or Repair 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 1,000 Aphidoletes pupae on June 1st. There site forced me to select overnight shipping.
  I got an order confirmation and haven't heard or received anything since. I've messaged them several times with no response.
  I'd like a full refund of $88.80

  

  Business Response

  Date: 06/26/2023

  Customer was refunded via PayPal on June 12, 2023 per his request to cancel the order. Customer was refunded in full. 
  

• Initial Complaint

  Date:09/27/2022

  Type:Product 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 called Arbico and asked about buying bugs for my baby toads. I was searching for a company that could supply bugs particularly through the winter season.
  I was told that they could sell me fly larvae (worm stage, so I thought). What I received looked like red rice. When I called them, *******, told me that it was the pupae stage. In other words, I would get flies. I did not want flies, because baby toads are unable to catch them. My entire house was infested with flies.
  I called back and ******* told me she would send wasps (she told me that would not sting and they would be the size of fruit flies). She claimed that they would infest the fly pupae and kill the fly larvae. However, I received red rice again. I never saw wasps, but I surely encountered a fly invasion.
  When I called again, ******* would not take my call.
  I spent nearly $200 to rid my home of flies.
  I want my money back...or I would be happy to pay them as long as they pay for the pest control I had to employ.

  

  Business Response

  Date: 09/27/2022

  A refund for Order 221322 in the amount of $42.72 has been processed. This should be reflected on your credit card in 3-5 business days. 

  Customer Answer

  Date: 10/06/2022

  I believe the total amount was $46.72...according to Discover.  This is the amount that should be refunded.

  As of yet, I have not received a refund.

  

  Business Response

  Date: 10/10/2022

  Please see attached confirmation of refund in the amount of $46.72 on 10/7/22 to the Discover card ending in 8096.