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Business Profile

Pet Store

Brandons Exotics

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Store.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:06/24/2024

    Type:Product Issues
    Status:
    Unresolved
    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.

    Better Business Bureau:

    I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [Provide details of why you are not satisfied with this resolution.

    I would like proof of a return to include a date return was processed and the card number the money was returned to. A picture of this receipt or statement should be included. We were offered a different tortoise than the one agreed upon, but declined to keep the sulcata baby tortoise offered. If the policy the business is referring to states no refund, why were we given a refund in addition to a free baby tortoise worth a significant amount of money. The sale should not be considered final given the fact that we were not given the tortoise we ordered. Please see attached photo from the website stating that "If you make a deposit on an animal you are guaranteed that animal." Since it seems that is the case and since it is being claimed that we already received a refund, I see no problem in a refund being processed should they be unable to find record of a refund being given to me. 

    Regards,

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




    wife said that that the tortoises had hatched and were available. Since other customers were already reserving them ahead of time, we should also to ensure we had a tortoise as there were only a couple left and they're going fast. The cost of the baby Russian was $180 to reserve/buy. We were unable to go to their store that day, so my husband paid with my credit card to reserve the tortoise on 4/4/24. We asked why the price was more than listed on their website ($129.99). We were told that it was more because it's a baby, but we could pay $159. When we went to pick up on April 5th, it was not a Russian but a Sulcata baby (normally cost $350) the owner said that's what we asked for and he has no baby Russians. Both him/wife insisted we didn't mention a Russian baby but they could have an adult shipped in. We didn't want tortoise any more and asked for a refund, and were told it would take 10 days but we have never received one and can no longer get a hold of anyone at the business.

    Business Response

    Date: 07/10/2024

     

    Our terms below:

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

    Please keep in mind these are live animals..

    This is posted all over store. As well as well as on the reciepts and tos is agreed at our regiser before transaction is processed.

     

    Online prices may vary as those are drop shipped.

    They took home a different turtle AND got a refund.

     

     

     

    Customer Answer

    Date: 08/05/2024

    I have not yet received a refund from the transaction in question. I would like proof of a return to include a date return was processed and the card number the money was returned to. A picture of this receipt or statement should be included. We were offered a different tortoise than the one agreed upon, but declined to keep the sulcata baby tortoise offered. If the policy the business is referring to states no refund, why were we given a refund in addition to a free baby tortoise worth a significant amount of money. The sale should not be considered final given the fact that we were not given the tortoise we ordered. Please see attached photo from the website stating that "If you make a deposit on an animal you are guaranteed that animal." Since it seems that is the case and since it is being claimed that we already received a refund, I see no problem in a refund being processed should they be unable to find record of a refund being given to me. 

Brandons Exotics is NOT a BBB Accredited Business.

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