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:09/29/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 9.3.24 I placed an order for $58.80. I ordered one Small Animal Topical *********** Drops ********** Size 10ml, one Healthy ***************** 2oz, and two Digestive Support Probiotic Biscuits - 5ct, one XL Bamboo Treats for Heavy Chewers 2 ct. I emailed support on 9.12.24, "Hello,When can i expect my order?" No response to my email. On 9.13.24, I received an automated email that says your items have shipped **** Tracking **************************. I received my order on 9.18.24. I emailed immediately upon receiving the items on 9.18.24 "Hello. I just received my order and I was sent 1 pack of vitamin c biscuit weekly support. I ordered 2 digestive support probiotic biscuits. How do I return this to you? When will I receive the rest of my order?" I immediately sent after that email, "Matter of fact please just refund me my money for those two items and send me a shipping label so I can send these vitamin c biscuits back to you that I did not order." No response. On 9.24.24, I followed up again and emailed, "I have not received a response from you each time I've emailed. Please refund me my money for the two items I did not receive. Please send a shipping label so I can return this item I did not order." No response. There has been no response to any of my emails, I had to ask when I would receive my order days after ordering. I received the wrong item. The customer service with this company is atrocious. Had this company provided some type of correspondence, I would have been understanding but i have received no response. I want a refund of my money for the 2 items i didn't receive and I want a shipping label mailed to me so I can send back this item I didn't order.

  Business Response

  Date: 09/30/2024

  This order was completed and delivered with tracking. All items were accounted for to my knowledge. I hand package all of the orders myself. And they are double verified. I check everything when I fullfill an order and again before I box everything. 
  
  I’ve also never received an email or message from this person. 
  
  If I had actually received a message I would have been happy to help. I am human and could have made a mistake. Which is not a big deal and easily remedied.

  I see a screenshot of the order. Which proves nothing besides you have an order placed.  So include a photo of the package and items you did receive. Attach screenshots of the emails you sent because I have nothing.
  

  If you can give evidence to what you’re saying then I can adjust how orders are fulfilled so it doesn’t happen again.

  Due to the nature of our handmade products we do not allow returns or refunds as detailed in our sales policies. You are welcome to donate your items to an animal shelter. 

  I’ve attached delivery verification as well as screenshots of my email and messages showing no emails from this person. I also don’t ever delete anything. 

  Have a good day. 
  
  

  
  

  Customer Answer

  Date: 09/30/2024

   
  
  Complaint: 22356965
  
  
  
  I am rejecting this response because:
  

  In my initial email I sent a photo with every email I sent to the owner. The first email was the purchase summary and  below were the 3 emails I sent responding to that original purchase summary email I received.  Had this owner continued to scroll down she would have saw. But since she is unable to scroll, I've broken it down into multiple screenshots. I also verified from her website that the email I was reaching out to matched the one i was sending my concerns to, which it does. Screenshot attached. I've also attached my purchase receipt that came in the box that was delivered. That screenshot also includes a the vitamin c weekly supports that I did not order and that are not listed. Which proves that this owner does not check over orders before sending them out. 

  As a consumer when my package is received I do my due diligence and check with my neighbors if I'm missing items because the items  may have been shipped in another box. My neighbors do not have the two items I am missing.  Also I make sure to immediately email the company with my concerns, which I did and explained in my initial dispute, the very day I received the items. 

  I want a refund since I never received the items and I want a shipping label mailed to me so I can send back these biscuits I did not receive. The owner can destroy them upon receipt. 

  
  
  
  Brienna Lykes

  Business Response

  Date: 10/02/2024

  I can see screenshots now of emails from your end but I’m telling you, I didn’t receive them.
  
  Even though there is no evidence provided via photograph that there are missing items from your order. I will refund the two items that is being said to have been missing from the order. The refund will go to the original payment method.

  You received your order, the missing parts are being refunded. All problems solved.

  I don’t accept returns. I will not be sending anything else. This is all. I’m done. 

   

  Customer Answer

  Date: 10/02/2024

  Hello,  
  
  Per the email below, can you please add these attachments to my complaint. The last message i sent it did not attach.  I'm sorry for the trouble.  
  
  complaint #22356965
  
  Thanks,
  Brienna Lykes
  

  
  

• Initial Complaint

  Date:04/17/2024

  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.

  On 3/20/24 I paid this company $80.35 for some rabbit items like food, treats, chew toys and plant kit. I had ordered 12 items. On 3/26 I emailed wondering if I would hear about my shipment, did not hear back so I messaged them on ********* On 3/28 a lady named ***** emailed saying she was catching up on her emails and blamed the post office for not scanning the box for my order. That night I get an email stating my order has shipped. So it looked like she did not ship it until I reached out. On 4/3 I asked if shipping should be taking this long that I had to pay $17 for shipping I did not get any reply. Messaged again through ********* I checked the tracking and it said on 4/6 it was delivered. I was home all day and even checked the cameras and there was no delivery. I emailed her once again saying this and I would just like my refund and she emails me on 4/9 that its not her fault and has no control over the post office and that she is a working mom and has this business, etc she said to contact my local post office and try to figure it out. I emailed back saying this is unacceptable and that all she has to do was give a refund and since she has insurance on her package she can file a claim, which I also mentioned and to this day have not received a package or reply from them. This was a very stressful purchase and for me to keep investigating on my order for weeks and then for them to tell me to figure it out?

  Business Response

  Date: 04/17/2024

  I am not a company. I am an individual. 

  Business Response

  Date: 04/17/2024

  Hi ,
  A person has filed this complaint stating I am a company. Which is not correct. I am an individual. I'm happy to help in any meaningful way. I also included an outline of relevant information. 
  With this being said, I am not interested in having contact with this person any further. I feel their behavior has bordered on harassment, so in order to alleviate some escalation I've had to block them on social media already. 
  Thank you,
  Lacey

  Customer Answer

  Date: 04/18/2024

  I had not called her any kind of names or said anything inappropriate about her and calling me entitled shows her lack of respect and professionalism. I did not post things on her ******** page that causes her to think I am a threat for her to not communicate or me not being aware of her working hours (its not like its posted on her website). I resulted to ******** to send a message to get any kind of response. Sorry if it was a week and I had not heard anything about my order being shipped and tried to reach out. I reached out to the post office but had to go through hood to figure out how to find my package and it was not the easiest so I emailed her about that. I had to dispute the charge on my credit card company because I did not hear back from her to let me know what else is happening. She did not give me any options so I dont know what to respond or accept or reject. Normal business people would just send a replacement and take the lose. But she just refused and told me to figure it out with the post office. What am I suppose to do with that when I cant get answers from that?

  Business Response

  Date: 04/18/2024

  Per **** guidelines on finding missing packages that are labeled as delivered and the receiver is stating the package is not delivered. 

  Step 1: Look for the package.
  

  NOTE: Receiver did this. Per statement looked at porch and on camera.

  Step 2: If 24 hours have passed since the time of "delivery" and you're unable to locate the package, you can submit a service request for your local ************

  Note: Receiver emailed me an hour and a half after "delivery" demanding a refund. My respond was to PLEASE contact her local **** to make sure her carrier didn't make an error. Receiver response was to refuse, demand and blame me for her frustrated feelings of which I acknowledge. She's is upset I didn't immediately do what she expected simply because she said I should and why. I understand being frustrated because something isn't going the way a person expects it to. I've been understanding and matter of fact in problem solving. The receiver then escalated to a chargeback. Which I did respond to.

  Step 3: Submit a Service Request. 

  Note: TODAY, I have submitted a Service Request on behalf of the customer. Service Request Number: ******** - **** notification states - "What's next? You'll receive an email response about your issue within 1-3 days." 

  Now, I'll wait to see what **** says as they are in possession and responsibility of package delivery. The customer is able to do this same action at any point and can also submit their own request for their own residence.

   

  Business Response

  Date: 04/18/2024

  Here is the link to the information on package locating: ************************************************************

  Here is the link to submit a local service request: *************************************************1mqaczv*_gcl_au*NjY1MzkyMjIyLjE3MTI2ODUyMDU.*_ga*MTE4Njc4MTcyMC4xNzEyNjg1MjA1*_ga_3NXP3C8S9V*MTcxMzQ2NzE3Ny40LjEuMTcxMzQ2OTI2OS4wLjAuMA.

  Here is the tracking number: 92346903332000300060178924
  

  Customer can submit a request that only includes their own contact information and the tracking number. They do not need sender information or what's in the package, etc. It can be left blank. 

  Here is a link to sign up for tracking notifications on this specific package.: ************************************************************************************

  Customer Answer

  Date: 04/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this complaint is done as the person only sees it one way.
  
  Sincerely,
  
  *****************