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Business Profile

Poultry Equipment

My Pet Chicken

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Poultry Equipment.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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:12/17/2024

    Type:Sales and Advertising 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 placed an order with them in September for five female chickens. They claim to have a 90% success rate on gender, identifying chickens. In this order of five I received three roosters.. this has been confirmed by a farmer and over 200 people on ********. I made a claim when I was told to make the claim and then I was told that I was an idiot and these are not roosters, even though they clearly are and they crow. I am not legally allowed to keep roosters in my town. Until they admit these are roosters, I cannot rehome them. I cannot keep them, and I cannot rehome them. I have tried talking to them all day and they absolutely refuse to admit what is obvious. Clearly, their claims of 90% success rate are bogus.The whole thing is very unsettling and very unfair. I have been a Chicken keeper for six years and I have never Encountered something like this before. Its just an outright scam. I need help because I cant move forward. And Im sitting here waiting to get a fine from my town because of them.

    Business Response

    Date: 12/18/2024

    My Pet Chicken sympathizes with the customers situation and understand that she is particularly concerned because she lives in a location where she will be fined if she has roosters. 

    My Pet Chicken's policy covers sexing errors that are reported between the ages of ***** weeks of the original shipment date. We reserve the right to require photos or video documenting errors and all documentation is evaluated by experienced staff to confirm errors. If an error cannot be confirmed, we will ask the customer to follow up when the birds are older. We also accept DNA test results as definitive confirmation of an error. Our posted policy can be found here: ********************************************************

    This customers order shipped on September 9, 2024. Her reporting period for errors is December 16, 2024 through February 9, 2025. 

    On September 27, 2024, when the birds were 18 days old, the customer reported three sexing errors based on a third party determination (a local farmer) who told her they were male. Vent sexing poultry is a skill that requires years of training and has at least a 10% error rate as it is not an exact science. We do not accept reports from 3rd party vent sexing to confirm errors and asked the customer to follow up with photos when her birds were within the reporting period of ***** weeks of age. After expressing concern about this and an inability to wait for the reporting window, the customer was advised on September 29, 2024 that she could submit DNA results as definitive proof of gender and it would be accepted in advance of this reporting window.

    The customer sent updated photos on October 10, 2024. All images indicated that these birds were female as ordered. We asked the customer to follow up again in the reporting period if she was still concerned.

    The customer followed up again on November 20, 2024 with updated photos. Again, all photos indicate hens. We sent the customer images and links to information explaining the differences, but let her know that she could keep us updated if she was still concerned she had roosters.

    The customer followed up again on December 16, 2024. The photos sent still indicate she has hens. The customer also sent videos, however, none of the video content showed the birds crowing as the customer claims they are doing. Based on our extensive experience as a hatchery, no roosters were able to be identified in either the photos nor the video documentation. At this time, the customer posted her images on social media in public forums where she was given mixed feedback. My Pet Chicken will not issue a refund based on social media consensus of gender. Because the customer is adamant that she has roosters and cannot keep them, My Pet Chicken suggested she rehome the birds and send an update when they were older as an option. We also advised the customer she could get DNA testing done and submit the results and, if there was an error, My Pet Chicken would refund according to our policy. The customer stated she would not rehome the birds and would get a DNA test done.

    Chickens typically begin laying eggs between ***** weeks of age. Some breeds may take longer, or it may take longer for birds to begin laying if they mature during the winter months. My Pet Chicken has shared documentation on how to identify a rooster with the customer, including this link: ************************************************************************************

    My Pet Chicken has expressed a willingness to work with this customer and issue a refund if definitive proof of gender can be provided. We have also attempted to help the customer identify alternate solutions to her issue. Within a few weeks, her birds will be mature and either crowing consistently or laying eggs. At this time the documentation provided does not support an error on the order. My Pet Chicken will refund the customer in accordance with our policy when the customer is able to provide documentation confirming an error in the form of either 1.) a DNA test confirming male gender, 2.) video documentation of the birds actively crowing, or 3.) photos clearly displaying male chicken traits and which are accepted by our experienced staff as such. 

    We are truly sorry the customer is so concerned and will issue a refund as soon as there is documentation confirming an error. 

  • Initial Complaint

    Date:05/10/2024

    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.
    Ordered a pure Male copper maran rooster, the company sent me the wrong bird. I then raised the bird and wated hundreds of dollars and months of time to get it to breeding age, only to find out I was lied to and given the wring bird. I contacted support attempting to get the correct bird and them to fulfill the order as promised, and they refused. They then refunded the bird to the wrong card and refuse to offer any other form of compensation. I am out 5 months of time, 50 pounds of feed, and my businesses public image has been tarnished due to this. I demand a replacement bird of the correct breed, and compensation for the lost feed. I'd also like an apology from the business for their lack of customer service, and their refusal to make their mistake right

    Business Response

    Date: 05/13/2024

    We are sorry to hear this customer is dissatisfied with the refund issued for the error on their order.

    This customer ordered six baby chicks which were shipped on November 27, 2023. Our policy, which is publicly available on our website at ********************************************************, states that we will refund for errors on an order when reported within 22 weeks of receipt. The policy also states that a refund will not exceed the order total and we cannot be held responsible for other costs associated with the customers loss. Additionally, the policy states "When 50% or more of your order survives, we will refund you the cost of the bird(s) only. Alternatively, you may choose free bird(s) of equal or lesser value on a future order. If you opt for the latter, you will be responsible for the cost of shipping, as well as enough additional birds to meet the minimum."

    This policy is made accessible on every live bird product page, and on the collection page for live birds and in our Refunds & Return page noted in the footer of the website. 

    This customer contacted ******************** on May 9, 2024 to report that there was an error with one out of the six birds purchased. April 28, 2024 was the last report date for errors on their order, however, My Pet Chicken refunded the customer in full for the error on May 11, 2024. The refund was issued to the payment method used to place the order. 

    We must regretfully deny the customers demand for an additional refund over and above our policy. 

    Customer Answer

    Date: 05/15/2024

     
    Complaint: 21695140

    I am rejecting this response because:
    While I understand the policy you have, this is an awful way to treat customers. It's basically you tsking the bare minimum responsibility when it comes to your mistake. The company needs better customer service practices. I stand by my original requests
    Sincerely,

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

    Business Response

    Date: 05/15/2024

    The refund policy and guarantees offered by My Pet Chicken are standard in the poultry industry. My Pet Chicken went above and beyond the published policy to help this customer, and covered the error on the order the same way it would have been covered had the customer reported the error on time. The customer stated, in communication with ********************, that they are actively engaged in breeding Black Copper Marans for sale purposes, the breed they claimed was shipped incorrectly. The breed the customer claims they received (an Easter *****) is distinctively different than the breed they ordered (Black Copper Marans). These differences would have been clear within days or, at the latest, 3-4 weeks after receiving their order. As the customer claims to be breeding Black Copper Marans, it is reasonable to assume they should have a basic knowledge of these breed characteristics and been able to prevent raising an unwanted bird. Additionally, My Pet Chicken provides clear photos of all the breeds offered, including an identification guide (located under our main top menu under "Learn", ***************************************************************************) so that customers may confirm they received the correct breeds on their order if in doubt. We also maintain knowledgeable staff who will assist customers in identifying errors when the customer shares clear photos of the birds received. This customer did not request help in confirming the breeds on their order until they reported the error, more than two weeks past the policy coverage period.

    Attached are photos the customer sent ******************** to confirm the error on their order. Also attached is the image of the from My Pet Chicken's website clearly showing the distinctive coloring and features of a Black Copper Marans.

    My Pet Chicken believes the customer was reimbursed fairly for the error and will not be issuing any additional refund or complying with this customers demands for compensation or replacement.

    Customer Answer

    Date: 05/15/2024

     
    Complaint: 21695140

    I am rejecting this response because:
    For the above mentioned reasons, along with the now blatant attempts to insult me. You'd think a company that's been operating for years could tell the difference between chicks but, you didnt
    Sincerely,

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

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