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:09/27/2024

  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.

  Talis-us sent a reptile lighting fixture and bulb. Product arrived intact but would not work. Seller was contacted and a return label was sent. I repacked the item as it was shipped. Seller did not respond. Contact always made again and seller claimed bulb was broken but provided no proof. Asked for another unit to be sent and they sent an invoice to charge more shipping and for another bulb.

  Business Response

  Date: 09/28/2024

  Thank you for reaching out to us regarding your recent return of the reptile lighting fixture and bulb. We understand your frustration and appreciate the opportunity to address your concerns.
  Our records confirm receipt of the package; however, upon inspection, we found that the bulb was broken, which prevents us from properly checking the entire kit.
  Per our return policy (**********************************************************), if a product is returned and found not to be damaged, the return shipping charges are billed to the customer. This is why an additional invoice was sent to cover the cost of shipping and a replacement bulb. I wanted to inform you that we have sent back the kit with the reference number **************************. Please expect its arrival soon.

  We value your satisfaction and want to resolve this issue promptly. If you believe the bulb was not broken upon your shipment, please provide any evidence that might help us reassess the situation. Additionally, if you have any further questions or need additional assistance, feel free to reach out to us at ************************************************************************************.
  Thank you for your understanding and cooperation.
  Best regards,

  Customer Answer

  Date: 09/28/2024

   
  Complaint: 22347675
  
  I am rejecting this response because:

  Video and pictures were sent to seller of the defective product. Seller could have easily used a bulb (which they have stock of at their store) to test the unit but choose not to. So there is no evidence if it was the bulb or the lamp. They also provided no evidence of anything was tested. In addition seller has also indicated that they shipped a new unit but **** track only shows a label was prepared, not that a new unit was sent. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/03/2024

  Hello

  We understand your concerns regarding the testing process, and we want to assure you that we thoroughly examined the unit. While most customers find success after correctly installing the lamp, we went ahead and installed a new lamp ourselves, and the kit operated without any issues.
  Regarding the shipment of your replacement unit, we apologize for any confusion caused by the **** tracking status. We've initiated a Missing Mail search with **** to resolve this matter swiftly. We are committed to ensuring you receive your unit promptly

  Please feel free to reach out if you have any more questions or need further assistance. Thank you for your understanding and for being a valued customer.
  

  Warm regards,

   

• Initial Complaint

  Date:03/13/2024

  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.

  On 2.20.24 I ordered a light for my reptile cage. I still have not recieved any confirmation regarding purchase nor have a recieved tracking. I emailed the company back on 3.1.24 and still have not had any sort of response. If this can not be fulfilled in a timely manner I will go elsewhere after I recieve my money back.

  Business Response

  Date: 03/16/2024

  Hello

   

  We sent product tracking number is 1ZC1B491YW02623672

  Thank you

• Initial Complaint

  Date:02/24/2024

  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.

  Over a month and no response or update on order. Ordered on January 22 Order # *****

  Business Response

  Date: 02/24/2024

  Hello

  Why do you say not to respond? We received your email just 7 hours ago. We sent refund

• Initial Complaint

  Date:02/21/2024

  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.

  Absolutely terrible customer service. When package was delayed 5 days through *** it took 6 emails, messages through their site, and multiple phone calls to get through to Talis for a response. When I stated I no longer needed the dog food as I had to purchase something else because of the 5 day delay, they refused to give me a full refund and were very rude. I declined the late package and it immediately rerouted to them. Will be reporting to my bank. I understand delays happen but when I comes to pet food I cannot delay feeding my pet and should not be charged for *** error. Date I was charged: 2/8/2024 Ammount: ***** Date of issue- 2/21

  Business Response

  Date: 02/21/2024

  Hello

  We will be happy to issue a refund as soon as we receive our product back. We have customers requesting refunds and not returning products

  Thank you

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21326036
  
  I am rejecting this response because: The item was never received by me. The item has stayed in postal custody and is being re routed back to the sender, it never made it to my house. So it is an obvious return. Also seller lied about their public return policy and stated they were going to charge me anyways even though my instance falls well beyond their posted terms for a full refund. I am reporting because of this lie by the company owner himself. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/23/2024

  Hello

   

  We told you that you won't get a full refund? We told you that we would send a refund when we received our product back because some customers get the product and want a refund. Now we see on tracking number on the way to our warehouse and we will process a refund

  Thank you

• Initial Complaint

  Date:11/10/2023

  Type:Delivery 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 ordered 2 Spring Lamb Chop Dog Toys on 10/30/23. Order# ***** I received 1 Spring Lamb Chop Dog Toy & 1 Rainbow Lamb Chop Dog Toy(which I did not order). I phoned Talis-Us and talked to their customer service. They told me to take a photo of the wrong item and E-mail this to them. This I did. I did not hear from them. I phoned again and they said the warehouse was notified and that I do not have to return the wrong item. They said they would send me a confirmation# and tracking # for the replacement being sent. I have E-mailed & phoned numerous times. I have not received any confirmation# and tracking information that the replacement Spring Lamb Chop Dog Toy has been sent. I still hope Talis-Us will send me the Spring Lamb Chop Dog Toy.

  Business Response

  Date: 11/14/2023

  Hello

  Tracking number is 92001903332000300038675187

  Thank you

  Customer Answer

  Date: 11/16/2023

  Dear BBB: My Complaint# ********

  On 11.16.23 I e-mailed Talis that I want a refund of $10.99 for the item I did not receive.  After numerous calls to Talis customer service & E-mails - I have not received any response.  I no longer want the item - I want the refund of $10.99 to be paid to my credit card.

  Thanks for your help BBB!

  Sincerely, B***** *****

   

  Business Response

  Date: 11/17/2023

  I am sorry but we sent 2 toys one week ago tracking number is  92001903332000300038675187

  Customer Answer

  Date: 11/17/2023

  I still have not received the item.  I have not received a refund.

  Customer Answer

  Date: 11/21/2023

   
  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.
  
  Sincerely,
  
  ****** ***********************

  Customer Answer

  Date: 11/21/2023

  Dear BBB:  Thank you for all your help in resolving my complaint(#********)  Sincerely, ************************************;

• Initial Complaint

  Date:08/07/2023

  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.

  On July 28, 2023 I was charged $80.83 for 16 packages of Inuba Churu Chicken Recipe Creamy Dog Treat which includes shipping - Order # ***** confirmed via email. I still havea copy of this email for posterity.10 days later I have received no notice of items being shipped.I have sent emails and called. Emails are not responded and calls are left on hold for 9 minutes before they auto-hang up.If the company is not responding and I am not getting this product then I need an immediate refund on the credit card where they charged the $80.83

  Business Response

  Date: 08/07/2023

  Dear you sent refund 

  Please note that refunds can take anywhere between 3-7 business days to clear your account depending on your bank.

  Customer Answer

  Date: 08/10/2023

   
  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.  It is unfortunate that consumers like me have to engage the BBB for situations like this that could be resolved quicker and without additional time.  Nonetheless, I have confirmed today the refund has been applied to the credit card used for this transaction.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/03/2023

  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 an item on 6/25/23. The item arrived broken. I had to call multiple times and send multiple e-mails requesting assistance. I finally got in contact with someone by phone who requested specific pictures of the item in order to file an insurance claim with the carrier. I complied. They said they would send me a replacement item. I once again had to repeatedly call to find out when or if my item had shipped. The item finally shipped on 7/16. Arrived 7/17. The item once again was broken in half. The packaging was worse than the first time. I called again to report the item arrived broken. I told the representative that I would like a refund. He told me that would be no problem and it would be issued. I have called constantly trying to see when my refund will come. On 8/1 the same representative told me I would receive my refund within 3 days. Yesterday I received a letter from **** stating that I needed to take the item to a local post office to get the item inspected. I called the company today and informed them of the letter I received and told them that due to my work schedule I would not be able to do so. The representative told me that I would not receive a refund until I took the item to a post office. I informed him that I work during all post office hours. I asked him to speak to a manager about an immediate refund as its been 2 months of dealing with them. He informed me there was no manager to speak to and only e-mail for a manager. I told him I have emailed multiple times with no response. We stayed on the phone for over an hour where he would periodically put me on hold to speak to the owner of the company, ******* about issuing me an immediate refund. ******* refused to take my call and now Ive been told that my refund could take anywhere from 10-who knows how many days. Mind you, this item arrived broken on 7/17. So 2 weeks of waiting for a refund already and now its even longer. Order #*****.

  Business Response

  Date: 08/03/2023

  **** is looking to inspect the damage package. That is why we need to the package in order to collect the insurance. We will send you a return label so you could ship the box back to us and we will issue you a refund right away.

• Initial Complaint

  Date:04/19/2023

  Type:Delivery 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 ordered two separate cases of Lotus rabbit **** from Talis, the first on March 26th and the second on April 11th. In both cases my account was immediately charged for the food and for shipping. Each transaction totaled $60.14. As of today (April 19th) I have received nothing from the company. I've attempted to contact them by chat, email, and phone, and received no response to any of the above. (When I phoned I was put on hold, and then hung up on after 60 seconds of hold music.) I would like a refund for both orders immediately.

  Business Response

  Date: 04/19/2023

  Hello

  We sent you email today and you not answer to us

  We are sorry for the inconvenience, we will receive products 05/04 The delay caused by the replacement equipment at Lotus

  We will cancel your orders

  Customer Answer

  Date: 04/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is off to a good start. The company has refunded one of the two orders. I am hopeful that the second refund is forthcoming. I appreciate the effort and quick response to my BBB complaint. 
  

• Initial Complaint

  Date:03/30/2023

  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 ordered some wheat germ pellets and a cuttlebone for my turtle on March 13th. I still havent received a tracking number or shipping notification. Ive emailed and so far received no response. Please either refund me so I can order my products elsewhere, or send my order. Order # is *****. I will edit the complaint when I receive my items, a refund, and/or a response.

  Business Response

  Date: 03/31/2023

  Hello,
  
  Thank you for your order!
  
  Unfortunately we are currently out of stock of the product that you've ordered. Due to these items being out of stock,our processing team will be issuing you a refund for your order.
  
  Please note that refunds can take anywhere between 3-7 business days to clear your account depending on your bank.
  
  We appreciate your time and business. Please let us know if you have any questions or concerns.

• Initial Complaint

  Date:02/11/2023

  Type:Delivery 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 placed order #**** for an Arcadia UVB light back in August of 2022. At the time, their website claimed the item was in stock. When I placed the order, I immediately received a tracking number from **** That tracking number has since been expired because Talis never provided them with a package. I have contacted Talis multiple times via phone and email and have been either ignored or lied to every time. Talis has promised to return my money within 24 hours at least 3 times in the past 2 months.

  Business Response

  Date: 02/12/2023

  We sent refund

  Customer Answer

  Date: 02/12/2023

   
  Complaint: 19390188
  
  I am rejecting this response because: they did not send a refund. There is no evidence of a refund on my credit card statement. Talis is lying, again.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 02/15/2023

  We do not deceive anyone, we only tell the truth, please contact your bank

  Attached Acquirer Reference Number

  Customer Answer

  Date: 02/21/2023

   
  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. They finally refunded my money. It's too bad it took a BBB complaint to get them to make good.
  
  Sincerely,
  
  ***************