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Business Profile

Pet Store

Talis - US

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Store.

Complaints

Customer Complaints Summary

  • 25 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/17/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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 wrote this company about a product I bought from them, after about 3 weeks it quit working.They asked me to take a picture of the information on the bulb. I called them on 1/16/23 to ask what was gonna happen cause I haven't heard from them, even after writing them out again with no response.The representative said they would call me back or leave me a voicemail in a few hours, this was still 1/16/23. Noone ever wrote or called me back I'm not very satisfied with the customer service

    Business Response

    Date: 01/18/2023

    Please return the item in the original packaging and we will fully refund you for your order

    Customer Answer

    Date: 01/18/2023

     
    Complaint: 18829406

    I am rejecting this response because:

    Sincerely,

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

    Customer Answer

    Date: 01/25/2023

    I no longer have the original packaging. The bulb is supposed to last a year, not die in 2 weeks. Who keeps packaging for a bulb that is supposed to last a year.

     

    I would like a refund. I had to go spend more money for another bulb too soon

    Business Response

    Date: 01/30/2023

    Please return the item in the original packaging and we will refund you for your order or if you want we weel send it to arcadia lab for check and fix problem

    Customer Answer

    Date: 01/30/2023

     
    Complaint: 18829406

    I am rejecting this response because:

     

    I have repeatedly stated it's been near a month, I don't have the original packaging. This bulb is supposed to last a year. I have called the company myself, they keep yanking me around, they were supposed to look into my problem and call me back. They never returned my calls that's why I am contacting the BBB.


    Sincerely,

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

    Business Response

    Date: 02/02/2023

    We are very sorry without box we cannot return the product to the manufacture

    Customer Answer

    Date: 02/08/2023

     
    Complaint: 18829406

    I am rejecting this response because:
      How about just giving me a partial refund for the faulty bulb then?  
    Sincerely,

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

    Business Response

    Date: 02/19/2023

    Ok we will send refund for bulb

    Customer Answer

    Date: 02/27/2023

     
    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: 05/03/2023

    Hello.

    I wanted to write to you regarding my closed/resolved case with talis us.

    I would like to open the case again as I have not received the refund from them that's was agreed on 2/27/2023. The only record on the credit card I used to pay with was on 12/27/23 for $104 for the purchase of the bulb and housing, no refund

    If you have any questions let me know

    ********

    Business Response

    Date: 05/09/2023

    Hello

    Please return the item in the original packaging and we will refund you for your order

    Thank you

  • Initial Complaint

    Date:01/06/2023

    Type:Product Issues
    Status:
    Answered
    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 Dec. 20th, I initiated a purchase with Talis-US for some Arcadia lamps. Because we are tax exempt, I responded to the confirmation email with our tax exempt status and requested a refund of the tax collected on the account.I received no response. I understand with the holidays things can get out of whack, so I waited a bit, and called this last week (Wednesday the 4th). After some issue, I was able to contact a person at the company, and explained my problem. He indicated they don't usually remove tax, and asked why I would do so....I responded that we are tax exempt, and that is why...but I could also cancel the order if needed. He said he would contact his manager and let me know in 2 hrs. I gave my cell #. No call. I returned a call later that day to inquire, and he said it had been passed up to the billing ***** and they would contact me in ***** hrs. This did not happen.I have again tried to call, and keep getting a pickup followed by a dead line with no response.I need the taxes removed from this purchase, or to cancel the order.And I have not yet received the order, as well (though *** indicates it should be here next week)

    Business Response

    Date: 01/17/2023

    Hello

    We sent tax refund. Did you recive it?

  • Initial Complaint

    Date:09/29/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Selling products they don't have in stock. No communication and poor customer service. Very aggressive when I asked about my order.

    Business Response

    Date: 09/29/2022

    Hi BBB Represantative,

    On the 25th a purchase was made on our website. On the 28th at 9pm we recived an email from the costumer asking about the order. We are unable to respond to inqures at this time becaue we close at 8pm. A little bit after 9pm I saw a post on social media of him cussing our company and staff. We decided to cancal the order and refund the costumer for the full amount of his order. The costumer has since decided to continuosly cussing and discredted our business on social media and calling us a scam even thogh we have been in business for years and has many happy costumers that we allowes treat with respect. This situation is very unfortunate and We are asking you to please invastage the issue. 

  • Initial Complaint

    Date:09/09/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    They picture a fixture with bulb and when I got it the bulb is not included. If you drop down an arrow it says bulb not included. I feel it was misleading in doing so. If they would send a bulb problem would be fixed. They now want me to order a bulb and pay additional shipping.

    Business Response

    Date: 09/10/2022

    Apologies, but the product description specifics that bulb is not included in the package. We offered the customer refund if he returns the product but he has not done it.

    Customer Answer

    Date: 09/11/2022

     
    Complaint: 18006046

    I am rejecting this response because:the fixture has several pictures with the bulb. It also says 10uvb which is a bulb type and not a fixture type. After contact with the vendor I did scroll down the page and found a description drop down saying bulb not included. The ad is very misleading. They did offer refund and I asked for the to send a pick up label. I was told I could buy one. The very least they could do was to offer to send a bulb without shipping cost. Why would I order a fixture without a bulb? Why do they not sugjust purchasing a bulb? I believed I was to get a complete light. You have to scroll to the bottom of the page and press an arrow to get a desk saying bulb not included. I have reported them because I feel like its shady advertising and not a good way to do business. I paid$12.95 shipping and then. Would have to pay shipping back. Does not see rights 

    Sincerely,

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

Talis - US is NOT a BBB Accredited Business.

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