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:06/21/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Ordered from insect lore full kit with 2 cups of caterpillars. The food is in the cups that the cups that caterpillars was shipped in . This part is not unusual but Ordered last week Friday they shipped them on Sunday or Monday. Was not marked for any quicker mailing times options. I immediately sent insect lore a email He responded right back and assured me that he had my back no matter what .So the days pass and it's Wednesday I keep calling explained that they should know once again same scripted response. They arrived Friday I open box and I go to open cups and look at the things called caterpillars. They are dead the horrid foul smell was nauseating to me and so I threw up. .I contacted them right away after seeing they are all dead. No response...I sent more messages and silence . They always took my message and responded right away. So after telling me that let them know if they arrived OK. We'll sorry guys they didn't and the food is spoiled. Im disabled and my income doesn't allow me to me to spend ***** and might as well threw it out the windows. Please help me get my full refund back. I can't relax until I know it's going to be OK. Please help I have 2nd stage liver fibrosis and I don't know how long I have on earth so thinking I'll get some caterpillars and watch them . We'll ya this is heartbreaking total disrespect for both customers and little souls. Yes to me that's why I needed something to help get focused and feel like I have a purpose. It results in dead fun. They should have just refunded my money in full as I asked about so many times and the just kept saying same the same thing thing. So here we are . I certainly have faith in you and that your understanding will get my refund so I can find a truthfully honest place .Thanks for your time .please help me. I live on my disability that's it so ***** is alot gas fojd money .I just celebrate my life each day minute by minute cause I may just die no warning. .

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 made a purchase of a butterfly garden with a cup of live caterpillars that was delivered on April 14th. They say on their website that the kits come with five caterpillars. I only saw four. I looked all through the cup and finally saw the fifth caterpillar that was barely the size of a childs pinky nail. I knew immediately that the chances of this tiny one surviving were very slim so I took pictures of it and sent an email right away on the 14th asking for another caterpillar because these were a gift for my best friend and her kids to share. I didnt want them to start off with a caterpillar that had no chance of surviving. I saw that their website says to email them within 14 days of receiving your package so I sent them an email that same night again with pictures. They also brag about a satisfaction guarantee since theyve been established for years. I waited and waited and never heard back from them. So, I decided to send another email on Sunday April 20th again with pictures only this time the tiny caterpillar was not moving at all and the rest of the caterpillars had doubled in size. To this day the company has not responded. I didnt ask them for money. I wouldve just liked it if they apologized and offered to send another caterpillar but they ignored me. Now the tiny caterpillar is dead and buried in the caterpillar feed while the other caterpillars are very large and having to around it if they havent eaten the poor thing. Im incredibly disappointed with this company. Ive ordered from them multiple times over the years. The worst part is their marketing emails and text messages have increased telling me about new deals and to buy buy buy! Its rude and almost feels insulting.

• Initial Complaint

  Date:05/13/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 redeemed a voucher for a cup of 5 caterpillars on May 2nd. On May 6th I received my order with only 4 caterpillars. I emailed the company on May 6th with my order number and a picture of my cup which was missing one caterpillar. The website specifically states that they will get back to you in 48 hours. I got an email with confirmation of my email stating I will get a response within 3 business days. We are now on the 5th business day and I have yet to get a response. They also do not answer there customer service line as I have called during business hours and sat on hold with no person ever picking up.Additionally, the website guarantees that 3 of the 5 caterpillars will turn into healthy adult butterflies. As of now, we have 1 caterpillar that has turned into a chrysalis and the other 3 have died. We have followed all of the instructions carefully: did not open lid, did not place next to a window, kept cup at room temperature. I have also tried contacting them on Instagram with no response. I have not sent a second email as they said they answer emails in the order they come in and sending additional emails will put my case to the back of the line.

• Initial Complaint

  Date:04/21/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Created an order that was a gift using Apple Pay not realizing it finalized payment and changed the shipping name, unlike PayPal where you can review. Emailed- within 24 hours they claimed to corrected the error. I placed a second order for my daughter adjusting the address prior to placing the order. The company sent both orders to the boy instead! Order #IL1016587 WI Order #IL1016578 LA I have sent several emails without any response to correct this! I just wanted my daughter to have the kit at the same time as her brother. Never did I mention or request a CHANGE of address, just the name on the address and withhold any payment information from the LA. Complaint email has first order number included. I placed the second order well after this email! It never should have been confused. (Why would I pay shipping twice instead of putting everything on one order.) Anyways, seeking a replacement order #IL1016587 to be sent as the order was placed. I have emails as documentation from their first response they corrected Order #IL1016578 but actually changed Order #IL1016587 instead.

• Initial Complaint

  Date:04/04/2023

  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.

  I received the Butterfly Garden which was damaged in two places.I sent photos of the damaged boxes to Inset Lore. The contents of the cup of caterpillars were more advanced as they should have been. I reported this to them and they said they were at the correct stage. There are only two live caterpillars which are hanging ,again i sent photos of these and the she said she could see one on the bottom which looked cristalized, obviously she has better eyesight than me i have them in from of me and the other three are dead. They guarantee 3 out of 5 to survive ( the guarantee is very hard to find in small letters) I have made numerous requests for just the caterpillars to be replaced with no result and feel I’m just being stonewalled. Thank you for your help in resolving this matter.

  Business Response

  Date: 04/24/2023

  Insect Lore guarantees that three of the five caterpillars received by the customer will transform into adult butterflies. When we last spoke to the customer, the images she sent us indicated that she was on track to meet the guarantee. If the customer's project does not culminate with three adult butterflies, we will stand by our guarantee and will provide a replacement.

  Thank you,

  
  

  *****

  Customer Answer

  Date: 04/25/2023

  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. Only two butterflies survived so providing Insect Lore stand by their guarantee and provide and extra larva I will be satisfied

  Customer Answer

  Date: 05/04/2023

  Hi ******,

  Re the above case number on the 24th April you sent an email saying Insectlore would stand by their guarantee.  I replied that if they were to do that and send at least one replacement as only two originals survived then I would consider the case resolved.  To date I have heard nothing from Insectlore that would indicate that they are honouring their guarantee and consequently I feel that the case has not been resolved.   

  ****** ********

  
  

  Business Response

  Date: 05/08/2023

  Hi ******,

  
  

  A replacement has been sent to ****** ********. The customer has been notified and tracking has been sent to her as well.

  
  

  Thank you,

  
  

  *****
  

  
  

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

  Customer Answer

  Date: 05/11/2023

  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.