Complaints

This profile includes complaints for Clutch Hutch LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Clutch Hutch LLC

  1010 W Riverside Blvd Rockford, IL 61103-2195

• 

  Clutch Hutch LLC

  533 Lexington Ave Rockford, IL 61102-1646

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:05/31/2025

  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.

  January 24, 2025 I ordered and paid $689.98 for a Green Cheek Conure with shipping, order #*****. I requested a specific variety; a 'high red yellowsided.' ****** email stated, "We have those all the time here so you're in luck! I'm feeding several right now that are 3 weeks old.February 24, 2025 I requested an update via email. ****** response, "Babies are getting closer! We're looking about 3 weeks out or so now!"March 24, 25 & 26, 2025 Six email requests asking for an update. ****** response, "Sorry I missed your previous message. We're almost there! Babies are just taking a little formula before bed now so it won't be much longer!"April 21, 2025 Two email requests asking 'Is there is a problem?' ****** response, "I definitely haven't forgotten about you, it's just been a bit busy here, so many babies! Your kiddo is ready to go, we're just waiting on weather! It's just started warming up so I hope to be able to ship this week! :)"May 14, 20, 2025 Two email requests asking for an update. ****** response, "Hi there! Weather permitting, your kiddo is on the calendar to head home Monday!"May 21, 2025 Two email requests asking for pictures before shipment to verify my order is correct. ****** response, "Absolutely! I'll take some shortly for you!" This was the last message I received.Over the next ten days I sent four more reminder emails asking for pictures. However, I never received another message from them.May 30, 2025 I send Clutch Hutch an email cancelling order #*****.

  Business Response

  Date: 06/16/2025

  We sent several replies to the latest emails but received no reply. I also left a voicemail at the number that was provided. We cannot ship a baby without confirmation from the family that they'll be able to receive the baby and pick up. Your baby is ready to go and we're waiting to hear from you!  If you would still like your baby, please give us a call so we can coordinate shipping. We will also ask that you remove your complaint here. If we don't hear from you today, we will assume you no longer want your baby and initiate a refund. 

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23402036
  
  I am rejecting this response because:

  For several months **** Mon with Clutch Hutch and I corresponded via email without much issue.  That was 70 email messages back and forth.  When I requested pictures of the bird **** went silent.  If there was a problem, it wasn't on my end.  **** Moon/Clutch Hutch has my phone number, email address and physical address.  I received no email response, no phone calls or voicemail messages and no snail mail.  What I did find was a lot of Clutch Hutch stories similar to mine.  **** was always pleasant, responsive and helpful, but business is business.  The reality is that I was strung along for months and dumped like an ugly girlfriend.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/20/2025

  After the last message from ******* here, I waited to hear from him and received no reply, no call, no email. I have told him to reach out to me if he'd like his baby shipped, but he did not respond. I only asked that he reach out and remove this complaint, but he has not tried to reach out at all. I have sent various emails that have gone unanswered. It is not my responsibility to hound people. He's been told repeatedly that his bird is here, and is ready to be shipped home. I only require him to contact ME (not through here), and show proof that he's removed this complaint. If he does not reach out to me within 7 days, I will simply refund him, find the baby a new home, and ask that BBB remove this complaint from my company. I have acted respectfully and honorably throughout the process, and this is not on me. He has been told multiple times (including here!) that his baby is ready to go, I only need to hear from him and see this complaint removed. Then I will get kiddo on the way home! 

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23402036
  
  I am rejecting this response because:

  Not true.  Not true at all.  If you are gullible, this sound believable.  If a customer files a complaint that 'they've not received any messages from a business,' a prudent business would not keep sending email messages.  There are still two other methods of communication available: Voicemail and snail mail.  Despite the claim of voicemail messages, none have been received.  That leaves snail mail.  Nothing received.  It would be an extraordinary combination of events for both email and voicemail message to concurrently gone bad.  Lastly, it's not that **** Moon at Clutch Hutch ghosted me at the finish line, she/they strung me out for months.  These kinds of things don't happen to honest, legitimate business people, repeatedly.

  I'm done.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/30/2024

  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.

  I purchased 2 cockatiels for the price of around 500. Have not received the birds and its been well over the timeframe. No communication about the birds. Im out 500 bucks.

  Business Response

  Date: 09/01/2024

  I spoke directly to this customer just recently (screenshots of dated conversation attached). When the customer placed their reserve originally in March, they were very specific as to the color of babies they were wanting, and wanted not just one, but two of these babies. I was very clear in letting them know upfront that I did not currently have babies in the color they wanted so it would be a wait for them, to which they agreed, understood, and wished to proceed. They acknowledged their understanding by signing my contract. I have been in contact with them during the entire process of their babies growing, sending updates and pictures once their babies arrived and were being raised. Several times when they'd grow impatient I reminded them that the Illinois law on baby animals is that they must be at least 8 weeks old and/or fully independent in order to be sold or go home. Each time, they would acknowledge what I told them and understood that their babies were still being hand fed and could not go home until they were old enough. When we spoke just recently, I explained that their babies are nearly ready but are still wanting a bit of formula at night, and they understood. Then they filed this complaint. Now their birds are ready to go home and this has caught me quite off guard. They left a ****** review saying the same as this message, and I replied to it asking if they no longer wanted their babies. As of today, I have received no response or further communication from them. Throughout the entire process, I was quite clear and upfront with them that because they requested colors I didn't currently have that there would be a wait, and each time they acknowledged that they understood the process and wished to proceed. I offered them several other babies that would have been ready much sooner but they declined each time, wanting to wait for the specific colors they were seeking. At no time did I misrepresent the fact that there would be a lengthy wait due to this fact and each time I did so they confirmed their choice and agreed to wait. 

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22222047
  
  I am rejecting this response because:

   Bottom line is they went well over the allotted timeframe. Didnt provide updates unless asked. The business has not provided a refund. The messages posted were only sent after we inquired and it was the same thing over and over. I was completely understanding until we hit 10 weeks.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/04/2024

  I am adding screenshots of our latest conversations, where I clearly reiterated that the customer's birds were not ready to go and that I cannot rush them through the process of growing up, regardless of how many weeks it's been. Each time, the customer acknowledged their understanding. I provided clear communication every time the customer contacted me, and even unprompted to keep them in the loop as their babies grew. I do not force my birds to ****, and it is against the law for any baby animal to go home before they are fully independent. That's the *** in ********. Despite how much a customer may want their animal faster, I don't break the law. Their babies were not independent and sending them home early would not only lead to their likely demise, but would also be illegal. At no point was I unclear about the customer's birds status. They are the ones that put a date on the calendar as to when they felt their birds should be ready. I told them repeatedly that I never put a date on when a baby will be ready because each baby grows at their own pace. This customer's babies just took a little longer than the average. 

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22222047
  
  I am rejecting this response because:

  I would like a refund. Thank you.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/15/2024

  The customer has added no new information to their complaint, only that they want a refund. I am rejecting this response because they were made fully aware PRIOR to purchase, that deposits are nonrefundable. They signed our contract, which also clearly states this fact, and again, this was PRIOR to their purchase. I am including screenshots of our website where all information is clearly posted, and we even tell customers to be certain they want birds PRIOR to purchasing.

• Initial Complaint

  Date:03/30/2023

  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 called ************ to ask if she had baby birds. after our discussion, I was told she had baby birds about to hatch soon., I am the second in line for a Latino male or female white baby cockatiel bird. *********** said to send her a ***** down payment to insure my place in line and for that type of bird. I was hoping to get the bird by my birthday May 11, 2022. After calling over and over for an update. Then after my birthday, I called again for an update. I have seen on ******** she had white newborn birds. I was finally able to discuss my concern about it taking so long and I saw a newborn on ******** I said hopefully before Christmas. I felt she wasn't concerned about my situation and discuss about maybe getting a different kind, so, I asked about a baby pied which is a speckled bird ************ said she will let me know as soon as they come,.again she stated that I was next in line. *** **** finally went off ******** and also stop receiving my calls to this day . I don't know what to do except take her to court. I just wanted my baby white cockatiel bird. *********** lied to me all this time and I don't know why. I never met her but I trusted her. All this time has gone by without her contacting me at all. I just want my bird she promised me . Thank you *********************** ************

• Initial Complaint

  Date:03/27/2023

  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.

  September 18, 2022 I contacted Clutch Hutch Aviary "**** Moon" to ask questions about Bourke parakeet babies and by the end of the conversation I felt comfortable with my decision to send Clutch Hutch Aviary a $100.00 deposit towards a baby Bourke parakeet to be born in the Spring of 2023. Well in February of 2023 ************* decided that she would be no longer breeding Bourke Parakeets for her personal reasons. After reading this decision she wrote on her Clutch Hutch ******** page, I contacted **** to send my regrets of her decision and requested my deposit back and to void my application since I would not be receiving a Baby Bourke Parakeet that I filled an application and paid a deposit for from Clutch Hutch Aviary. ****** response was she was wondering if I wanted to switch to another species or forward the deposit to the breeder she gave her Bourke parakeets to. My response was " I would be most comfortable with a refund please". **** agreed to the refund but that was over 4 weeks ago. She said she would take care of my request on February 23rd, and I never received my deposit back. I left her 3 notes after the 3rd week of no refund with no response. After my 4th attempt she responded with "I sent the refund you should check with your bank statement". Of course I've been checking my account before sending her the reminder notes and there is no record of the refund. **** has not sent my deposit back to my bank account as she says she has. I requested to see receipts of the refund and she responded she doesn't know how to get the receipt "I'm not a tech genius " . **** Moon of Clutch Hutch Aviary has no intention of returning my deposit of the bird species that I put a deposit on that she no longer is breeding. This is very unprofessional and unethical . **** kept reminding me that she doesn't need my $100.00 and LEGALLY doesn't have to refund me at all. Not a way to conduct business . Buyer Beware !