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Business Profile

Pet Store

Ivy's Axolotls

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Store.

Complaints

Customer Complaints Summary

  • 28 total complaints in the last 3 years.
  • 4 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/22/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    We completed an online order for an axolotl with 1-day shipping on 9/22/24. $135.00 was processed on 9/23/24. Axolotl was never shipped. Emails sent to customer service on 10/2/24 and 10/8/24, for which no responses were sent. As of four days ago, the ivysaxolotls website no longer exists. There is a new website, ********************************, which I highly suspect is also a scam, and should be further investigated.

  • Initial Complaint

    Date:10/18/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 order from them on September 16, 2024 order #*****. I have sent emails to them about a week later and no reply. A week after that I sent them an other email and again no reply. The website was still up at that time the order was placed. I have order from them in the past with no issues. I just want my money back.

  • Initial Complaint

    Date:09/23/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 an order on August 30th, and on September 3rd, I received an email stating that **** was awaiting the item. It is now September 23rd, and I have yet to receive my axolotl or any updates on the status of my order. Please provide an update or resolve this issue as soon as possible

  • Initial Complaint

    Date:08/09/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a Fluffy green Axo and black worms from IVY Axolotl on July 19th, I received no follow up from the the seller and only after I filed a ****** claim did I receive a product almost a month later. They sent me a regular wild and malnourished AXO and I still have not received my worms. this place needs to be put out of business. it is scamming people and selling poor quality animals that are clearly not being well taken care of

  • Initial Complaint

    Date:06/20/2024

    Type:Product Issues
    Status:
    Unanswered
    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 bought an axolotl from them on 6/3/24. It arrived on 6/5/24. It was dead on arrival. I reached out the same day to let them know what happened and request a refund. I followed up 3 times over the course of a week. It's 6/19 and I have received no reply.

  • Initial Complaint

    Date:12/23/2023

    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 December 12 I placed an order for a live axolotl animal. I followed up my order with some questions about shipment. When i received no emails back, I became worried this wasn't a refutable company. I requested the same day that they cancel my order and issue a refund. I heard nothing back until December 19 saying that they'd received my order. I again requested they cancel the order and refund my money. On December 23, I received a shipping confirmation email from the company. I emailed them 3 times to cancel my order and cancel shipment. My order number was *****.

    Business Response

    Date: 04/11/2024

    Hello ****,

    Thank you for your message. It looks like our staff has already refunded your order in full after your request for cancellation. We have uploaded and attached the screenshots of the refund to this message. We are confused as to why you are posting to this website even after you have been refunded in full. Please feel free to remove this inaccurate claim after you have read our message. Thank you. 

  • Initial Complaint

    Date:10/01/2023

    Type:Delivery 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.
    My order has been preshipmet for 2 weeks my order number is #*****

    Business Response

    Date: 04/11/2024

    Hello ********,

    Thank you for your message. It looks like our staff have already shipped and sent a notification of delivery through **** to your email. We have attached the evidence and confirmation to this message. Please feel free to remove the inaccurate report after you have read our response. Thank you. 

  • Initial Complaint

    Date:08/15/2023

    Type:Delivery 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.
    7/4/2023 I ordered a shirt, food, and blackworms online. 7/5/2023 my order was processed. 7/8/2023 I recieved an email that my order is on its way. 8//4/2023, 8/9/2023, 8/14/2023 I emailed asking for the order status with no replies.

    Customer Answer

    Date: 08/15/2023

    I paid $89.00

    Customer Answer

    Date: 08/16/2023

    Today I recieved without warning the worms and food I ordered. No T-shirt. Thank you for your help.

    Customer Answer

    Date: 09/08/2023

    This company did send me worm and food. They failed to provide the t shirt, however, they did send the most important items. Thank you for your help.

  • Initial Complaint

    Date:07/21/2023

    Type:Delivery 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.
    Ordered black worms on 7/2. No shipping information until 7/11, when **** states they were awaiting the package for shipping on 7/13. This status remains unchanged and it is now 7/21. Ive emailed the seller 7 times with no response. Their website indicates total turn around times for similar orders to be about 4 days, with shipping only occurring mon-wed. There is no other notice on the site about extreme delays or total lack of communication. Ive opened a grievance with PayPal as well. *** asked for a refund three times with no response.

    Business Response

    Date: 04/11/2024

    Hello *******,

    Thank you for your message. It looks like our staff have already fulfilled and shipped out your order. Our records show that you were notified of the shipment and delivery to your email. We have attached the evidence of the delivery and screenshots to this message as well. Please feel free to remove your inaccurate report after you have read our response. 

  • Initial Complaint

    Date:04/22/2023

    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.
    I placed an order for food for my daughters Axylotl. Its been almost a month with no delivery and no status update if the order. I have reached out to the company 7 times for an update with absolutely no response. Ive reached out via email and on ******** IM. This is unacceptable.

    Business Response

    Date: 05/03/2023

    We have shipped out this customer's order and have placed a huge disclaimer on the front page of our website due to extremely high demand that orders may be delayed. See attached pictures thank you. 

    April 28
    Shipment delivered email was sent to ********************************* (********************).
    2:05 PM

    Their item was delivered in or at the mailbox at 4:36 pm on April 28, 2023 in *********, ** 02184.

Ivy's Axolotls is NOT a BBB Accredited Business.

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