Complaints

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• Initial Complaint

  Date:01/24/2024

  Type:Customer Service 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 December 31, 2023 I purchased 7 items (live springtails and isopods, and a 72hr heat pack to keep the critters alive) as well as expedited 2 day shipping ($35.19). The package arrived January 4; inside of the box, the contents were strewn haphazardly and there was no heat pack. Upon closer inspection, several of the containers of springtails had large cracks, and every single container of springtails had dead springtails.
  
  I reached out to TC Insects immediately via email (with several videos supporting my claims)on 1/4/24; I did not receive a reply until 1/12/24, and only because I reached out again on 1/11/24. They said the videos I included sent my messages to their spam folder, so I included screenshots and reiterated that they failed to include every item I paid for. I was told doing so would allow me to get a refund or exchange.
  On 1/16/24, I was simply told
  Hello,
  
  Springtails in generally dont take shipping well. However their eggs do. We make sure that all springtail cultures are aged to insure a viable culture. Please give the culture 12 days for the babies to hatch.
  (End of their message)
  They made no mention of the missing heat pack; they seem to be dodging the subject entirely. The listings on their website mention no difficulties shipping springtails or instructions to wait 12 days; in fact, they tout their springtails look great on arrival. I took a screen shot of this and reminded them that they billed me for an optional heat pack-which I included to allow the springtails to ship in cold weather successfully—which they did not include.
  
  Having heard nothing back, I reached out again this morning (1/23/24), telling them to stop dodging me and asked them to refund my order minus the isopods, and they simply responded
  
  Hello we have responded to your email.
  (End of their message)
  
  I need assistance in getting refunded for items I paid for and never received. An item which would have kept the other items in high quality.

  Business Response

  Date: 01/24/2024

  Our packing processes is Automated. The customer mentioned a lack of a heat pack. However the package weight indicates a heat pack was included. 
  
  Springtails cultures are habitat cups that incase all life stages of springtails. The culture needs 12 days for the eggs to hatch in which thousands of springtails will emerge. I asked the customer to wait this time period, customer was unwilling to wait the standard 12 days.
  
  I then offered to replace the customers full order if he paid only the shipping cost again. (Even though the order did not qualify for replacement, I still offered it.)

  
  Customer is wanting to keep the product and also get a refund.
  
  Customer asked for a refund however the shipping method he chose for these live animals only coverers a full instore replacement.
  
  We ask all customers shipping exotics isopods to Ship with ***** ********* only the customer chose a slower shipping method which voided refund coverage. Also which the customer was notified before purchasing the order, when he read the terms and check that he read them.  The customer was also notified of the inability to get a refund by the terms. Again only insured packages with ***** ********* qualify for refund and it in bold on the website. 
  
  These are terms and conditions that must be accepted to check out on the website. Fully available for the customer to read before checking out and can be viewed here at.  ******************************* I also added pictures. 
  
  If the customer wants to mail all the products back I will refund them once they arrive.
  
  Please note we have served over 100,000 customers over 7 years with zero BBB complaints. This customer has be extremally hard to deal with, wanting free products without returning products. Also note this customer is in Virginia and not in Houston like most our customers.