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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:04/14/2023

    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.
    I ordered 6, 1/6 pound portions of live black worms. I received 6 portions of worms but they totaled only 1/3 of a pound. These are very difficult to find right now and I was willing to pay the usurious fee they were asking. The thing I don't understand is what did they hope to accomplish with this theft from me? I'd like a completed order but I would settle for a refund for the 2/3 of a pound I did not receive.

    Business Response

    Date: 04/11/2024

    Hello ******,

    Thank you for your message. It looks like our staff have sent out the correct amount of live blackworms to you. If you were unaware, you have ordered a live product which needs water to survive and make the trip to the destination. Our product includes the necessary amount of water to keep the live blackworms alive in order for them to make the trip, otherwise it would be impossible to ship them anywhere. Please feel free to remove this inaccurate complaint after you have read our response. We have attached screenshot evidence of the fulfillment of this order. As you can see, the correct products were sent to you. 

  • Initial Complaint

    Date:04/06/2023

    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.
    I have paid **** on March 10th and have still received NOTHING. *** attempted contact through email 5 times with no response. This business is a scam and continues to take money from consumers with no regret. I want a full refund and will do my due diligence until I have received it. Businesses like these give small businesses a bad name

    Business Response

    Date: 04/11/2024

    Hello *****,

    Thank you for your message. It looks like our staff have gone ahead and processed a refund for your order as you requested. It should take about 3-5 business days for your bank to process it and return to your original method of payment. 

  • Initial Complaint

    Date:03/09/2023

    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 ordered a pet axolotl feb 12, was supposed to be shipped 3 days later. Spent $200 now its March ********* have had zero communication with the company even after I have sent multiple messages and emails on all social media and through their contact info.

    Business Response

    Date: 04/11/2024

    Hello *****,

    Thank you for your message. We are sorry that you had an inconvenient experience with us. It looks like our staff have gone ahead and processed a full refund back to your original payment method. It should take about 2-5 business days for the refund to show back in your account. We have also attached a screenshot of the refund to this email as well. Thank you. 

  • Initial Complaint

    Date:02/15/2023

    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.
    Placed a order on January 29 order#**** with *********** selected 2-3 day shipping haven't seen my order as of February 15. After sending a complaint email, they sent me a tracking number saying label created but package not received. My order with shipping cost is 44$ which they already processed.

    Business Response

    Date: 04/11/2024

    Hello ******,

    Thank you for your message. It looks like our records show that our staff has fulfilled and delivered your order to you using ***** Notifications were sent to your email as well. We have attached the confirmation screenshots to this message. Thank you.  

  • Initial Complaint

    Date:02/15/2023

    Type:Sales and Advertising 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 for an axolotl on January and was told that it would be shipping within a week (the beginning of February) its now been over a week since it was supposed to have been shipped and I havent gotten any communication or updates about the order. I know others have had the same problem and had an eventual resolution but I am a bit worried that Ive been scammed.

  • Initial Complaint

    Date:02/14/2023

    Type:Customer Service 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 signed up for a subscription they offer where I am auto billed and shipped live food for my pet. Originally I had asked for 30 days however, they were at least 2 weeks late on shipping/delivering. As a result, I adjusted the frequency of my shipments to every 15 days. This change was acknowledged on 2/2 by company with auto email stating that my next shipment is approaching. On 2/5 my credit card was charged. Now it's 2/14 and the tracking info provided has not changed, the order never shipped. I emailed twice and reached out via ******** messages, a little concerned that my pets will starve since I'm out of this food. Also, what is worrysome is that I'm coming up on my next charge, being every 15 days. I'm going to be billed for another shipment when I have not received the last. I'd like to work with this company but they are unreliable and have literally no customer service and refuse to respond to email. If they cannot fulfill my requests on time I need to know so I go elsewhere for my pets live food.

    Business Response

    Date: 04/11/2024

    Hello ****,

    Thank you for your message. It looks like according our records it shows that our staff have shipped and fulfilled your order as you have ordered it. We have also submitted a chargeback response with your bank as well and they have looked over our response and have returned our money as well as they have found no fault with our end of this transaction. We have attached the evidence of fulfillment through screenshots to this message as well. Please feel free to remove this inaccurate message as well once you have read over our response. Thank you. 

  • Initial Complaint

    Date:02/04/2023

    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.
    Order of 1/8 lbs of live black worms with priority 2-3 day shipping. Company has not contacted or responded to my ordered. Business scam and potentially phishing credit card information. They have not tried to resolve any problems. Order number ****.

    Business Response

    Date: 04/11/2024

    Hello ******,

    Thank you for your message. According to our records it looks like your order has been fulfilled and shipped by our staff. You were notified of shipment and delivery to the email that you have provided as well. We have attached the screenshots to this message. Thank you. 

  • Initial Complaint

    Date:02/02/2023

    Type:Service or Repair 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 1st, 2022, we purchased "***'s Choice Clean **** baby with ************ (2.5-4 inches)" for $145 - $120 plus $25 for shipping. We were told that they would be coming in January 2023. I was in frequent communication with the company because it is our gift from Santa for our eight-year-old (it was all she wanted!) and I wanted to confirm roughly the date it would arrive so "Santa" could leave a letter. Initially I received a few responses, but the last one was on January 21st, 2023 and the "Shipping update" has not changed since January 21st, 2023. I have been unable to get a response via ******** Messenger, e-mail, or through the Shop app that is tracking our order. After reading some of the other complaints, I believe we have experienced the same situation. They also do not offer a "refund" if the item has "shipped" which it shows up as being (although the location of the shipment is still in Washington as of 9:09 p.m. on February 2nd). They only ship out on M, W, and Saturdays and have yet to confirm when that will be so that we can be available for delivery (you have to check in within an hour of delivery if there are problems - plus, we want to keep it hidden from our daughter, since it is from Santa). I've attached some e-mail correspondence, the order receipt, and the current shipment status.

    Business Response

    Date: 04/11/2024

    Hello ******,

    Thank you for your message. According to our records it looks like our staff packed and shipped out your order as we normally do. You got notified by email about the shipment and delivery. We have also filed a report with your bank and they reviewed our report and found no fault with us as well. We have attached the screenshot evidence of this transaction to this message as well. Please feel free to remove this inaccurate report after you have read our reply. Thank you. 

  • Initial Complaint

    Date:01/19/2023

    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.
    Placed order on January 3rd, received confirmation for shipping on the 6th for 2-3 day shipping. When viewing tracking states package never left, yet my card has been charged for full amount. I have sent emails to customer service several times and attempted contact on ********* NO REPLY.So it has been over two weeks, never received order, and have not had any replies to my inquiries as to where and when I will receive my order.VERY VERY DISAPPOINTED IN MULTIPLE ASPECTS OF THIS TRANSACTION.I cannot figure out how to request a refund as they do not reply to customer service.

    Business Response

    Date: 04/11/2024

    Hello ****,

    Thank you for your message. It looks like your order was fulfilled and shipped by our staff and email notification was sent to the email that you provided at the time of the order. We have attached the screenshots of the delivery confirmation and order status to this message as well. Thank you. 

  • Initial Complaint

    Date:01/18/2023

    Type:Service or Repair 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 have ordered an axolotl from them and contacted them several times to figure out when they are coming because I dont want it left out alone in the weather, they are temperature sensitive. And I have received no reply. My bar hasnt even moved. They wont answer anything and Im just looking for my money back at this point.

    Business Response

    Date: 04/11/2024

    Hello ******,

    Thank you for your message. According to our records, it shows that our staff have fulfilled and shipped this order as we normally do with your selected express shipment option. You received shipment and delivery confirmation to the email that you provided for your order. We have attached screenshot evidence of the fulfillment and delivery to this message as well. Please feel free to remove this inaccurate report after you have read our response as well. Thank you. 

Ivy's Axolotls is NOT a BBB Accredited Business.

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