Complaints

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.

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair 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 November 28th, 2022 I payed a total amount of $150.00 to ***'s Axolotl to get a GFP **************** delivered to my house order #****, at the time on the product, I bought it stated it would get here January 2023 unlike when they sent me a email it stated Coming Late January 2023. It is important to note that this business does not have a phone number that actually works the number provided to their business profile is out of service. I decided to cancel the order on Friday, January 6th, 2023 at 11 pm. I messaged them through Instagram and email, for 2 days no response, I then messaged them at 1:23 pm on ******** Messenger on Monday, January 09th, 2023 which is shown as seen from the company but then 2 hours or so later they made the shipping label and I got a notification through email that the package was being prepared. So I went crazy trying to reach out to them to please stop and cancel the order because I do not want to put a little axolotl through stress just because this business has no customer service and can't manage their orders. Now as shown through the Shop app **** accepted the package at 3:44 am and is is being processed in ****, **********. I sent out enough notice to all their communication lines and even sent out a report from the Shop app to see if that would reach them but to no avail. This situation is not only inhumane to the poor animal but I am sick to my stomach with anxiety due to how long I've been trying to get in touch and right this mess. I want a 100% refund not one that has their 25% off as well as try to sneak their way out of this due to their no refund policy once the animal has been shipped out. I sent out notices BEFORE the order was shipped, their company saw it on ******** Messenger BEFORE they created the label so they must take responsibility for their poor management and customer service.

  Business Response

  Date: 04/11/2024

  Hello *******,

  Thank you for your message. According to our records it shows that our staff have fulfilled and delivered your order. You have been notified through the email that you have on file. Also, a delivery confirmation was sent out to your email as well. Thank you. 

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I ordered an axolotl last week and it was to ship 2-3 days priority. We were out of town and requested it not ship until after the 17th. I reached out once to ask about applying a discount code, and got no response but I really was not worried about it. On the morning of the 17th, I checked my order status and it first said it had delivered 2 hours prior. Fearing it would be in the cold for 7 hours until we returned, I asked my daughter to go to my house and check but there was no delivery. When I checked again, it simply said my order had been placed. I reached out this morning asking when my order will ship and if it will arrive before Christmas, but have gotten no responses to these emails either. This is a Christmas gift for my grandson, and the lack of responses to any of my emails has me concerned that my axolotl will not ship in time for Christmas. I need to know if it will arrive in time. I ordered it based on the website saying it would ship by the 19th. So far, I have gotten no notification that it has shipped nor any response to my enquiry. My concern has increased after reading similar complaints about the lack of response and delayed shipments.

  Business Response

  Date: 04/11/2024

  Hello *****,

  Thank you for your message. According to our records it shows that our staff fulfilled and delivered this order which you received email notification to the email provided at the time of order placement. We have attached the evidence to this message as well. Also, our records show that you filed for a chargeback even after taking delivery, which is fraudulent. For that reason you have been placed on our blacklist and will no longer be able to purchase through our website. Please feel free to remove this inaccurate report as well after you have read through our response. Thank you. 

  Customer Answer

  Date: 04/20/2024

  I ordered the axolotl on 15 Dec 22 from Ivy's Axolotls. According to the web site, I had placed my order in time for Christmas. However, I never received confirmation that it would arrive before Christmas and I emailed ***'s several times asking. I never got a response. I emailed them and told if I di not get a response I was going to dispute the charge and I did. We we out of town after Christmas, and while we were gone, I received a message that  the axolotl had shipped. I had to call my post office and have them hold it so it would not freeze to death in the mailbox while we were gone. In addition, ***'s shipped two under the same shipping label because the first one got mashed and all the water leaked out. Regardless, once we returned and the creature was alive, I removed my dispute on the credit card. So for ***'s to respond a year and a half later saying I didn't pay them and they are putting me on a blacklist after the customer service I received is insane. Not only did I not get a package in time for Christmas for our grandson, now they have the nerve to speak against my credibility and honesty. This is too much. I have attached the one-sided correspondence I had with them up until they sent me a message AFTER CHRISTMAS that the axolotl had shipped. What can I do to clear my name from this horrible lying organization? 

• Initial Complaint

  Date:11/17/2022

  Type:Delivery 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 October 11, 2022 it was confirmed via email that I could arrange a pick up of my order as this company was local to *******. Based on this confirmation, I placed an order, ****, with ***'s Axolotl. I did as I was instructed and wrote: "November Local Pick Up" and we will be able to arrange a time and place for your pick up!.On October 31st I sent communications to arrange a pick up of the order with no response. I sent follow up communications on Nov 6th, 8th and 9th asking for any updates. On November 9th, I did send multiple communications to cancel this order because of the lack of communication from this company.On Monday November 14th, I was notified that my order was being processed and it was delivered on 11/16. Multiple communications were sent out on 11/16 and 11/17 with no response from seller. I had to pay $29.10 to send this shipment back to the address on the shipping container for Friday 11/18 delivery.To recap: This shipment should never have been sent out in the first place due to local pick up. The order was processed by seller 5 days after the order was cancelled. NO acknowledgement or communication from seller for 2.5 weeks.

  Business Response

  Date: 04/11/2024

  Hello ****,

  Thank you for your message. According to our records it shows that your order was fulfilled by our staff and delivered to you by **** with the tracking number since you were unable to pick up in person for whatever reason. Also, it shows that your order was delivered to you in our system as well. We have attached a screenshot of the evidence to this message as well. Thank you. 

• Initial Complaint

  Date:10/21/2022

  Type:Product 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.

  I am a repeat customer with this business. I placed an order for blackworms back in September. They took over 4 weeks to arrive. I emailed several times for updates as my credit card was charged immediately. I was told I would be receiving them shortly. They arrived and they were all dead. I emailed the company with pictures and the invoice asking for either a refund or a new shipment. No response. I have sent 8 emails in total. Still no response. I have sent 5 messages on Instant Message hoping to maybe get a response that way. Only to receive "we will be with you shortly". In the meantime I have a live animal that I bought from them that is without food and I am out money. I am extremely upset and disappointed that they have ignored me as a customer and could care less. I want to be compensated and I want my money back.

  Business Response

  Date: 11/15/2022

  We have received the messages from the customer and have already sent out a replacement for their order free of charge as per our policy.
  
  Their item was delivered in or at the mailbox at 3:43 pm on October 28, 2022 in ******************************.

• Initial Complaint

  Date:10/03/2022

  Type:Delivery 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.

  I placed an order for an axolotl, live blackworms, and axolotl pellets on 7/23/2022. I placed this order from the business website, and the listing clearly stated that the axolotls would be ready for new homes in August 2022. I reached out to the business again on 9/2/2022 to inquire about the status of my order. I received a response that I should expect shipping details forthcoming from ***** I never received correspondence from ***** nor the business that my order, containing live animals, had shipped. The following Saturday, 9/10/2022, early eveining, I just happened to find a box from **** sitting in the hot Ohio sun, outside my garage. I have no idea how long the box had been sitting outside, because I never received the shipping information that was promised. The "live" blackworms were decomposing in a small amount of liquid, with the remaining liquid having leaked into the outer bag. The axolotl did not look well, and despite my best efforts, died in less than 2 weeks. I have attempted to reach out to the business, but they are not responding.My order was not handled appropriately. Shipping was an absolute disaster, and the order that I placed and paid for was not received as promised. I did not need my axolotl within any certain time frame, I simply wanted a pet that would be treated with respect in shipping, and received in a condition where it had a chance of survival. I chose to order from this company based on the many reviews that commend their communication. However, I have not found this to be accurate.

  Business Response

  Date: 04/12/2024

  Hello ****,

  Thank you for your message. According to our records it shows that your order has been fulfilled and shipped by our staff and delivered to you by ***** You were notified of the delivery by **** to the original email provided in your order as well. We have attached the screenshot evidence to this message as well. Thank you. 

• Initial Complaint

  Date:09/27/2022

  Type:Delivery 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.

  ***'s has not shipped my order, won't confirm and won't refund my $135.***'s was recommended to me by two reputable fish shops in ******** and ********* that used to source their axolotls from Ivy's. However, if you dig around Reddit, you'll see several other complaints similar to mine below. Had I thought to look on Reddit, I would not have ordered.***'s took my order in July $135 for an axolotl, with a "coming in August" offer.I never heard back so I reached out with my order #**** at the end of August to confirm when they would ship due to the upcoming labor day holiday. They said it would ship within the week. On 9/3 I received a **** tracking number from them, but the shipment remains unfulfilled. Just a tracking number with "waiting to ship". I reached out again and after several days they apologized and offered me a "morph color upgrade" - we declined and said we just want what we ordered, and a confirmed ship date, as they are live fish, we need to be here when delivered.They have not gotten back to me since. They delete every post I make to their social accounts as my emails go unreturned. Simply refund my $135, or ship what we paid for. At this point, they are just thieves! See photos.

  Business Response

  Date: 10/11/2022

  We have already resolved this customer's order (see attached pictures). For the delay we even upgraded the customer's order to a more expensive morph as well free of charge.
  
  Their order was delivered to a parcel locker at 11:25 am on September 29, 2022 in *********, ** 97007.

   

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I reached out to this company on July 28th about a pet for my sons birthday. They responded right away. I asked if I could have it by a certain time they said yes. I then asked if they can hold on to it since I needed to cycle the tank first they said no problem and they would ship it right away once I was ready I reached out I was ready they ignored my message for a few days so I contacted PayPal to file dispute. They then reached out and said they would still ship it I said no thank you cancel my order I found another from someone else who hadnt ignored me since I needed it for my sons bday they said they would check to see if it shipped which it shouldnt have as I messaged them on a Wednesday and they ship mon Tuesday. They never reached out I messaged several more times and get an email Monday night august 8th saying it shipped, I gave them plenty of notice according to their cancelation policy. So the poor animal comes in the mail and axolotl needs to be in 64 degree cold water. This poor animal was on the mail truck all day with no air conditioning and the water was so warm and no where on the box did it say live animal which the mail lady said they were required to put for a pet. They also shipped it flat rate which the mail carrier also said its always suppose to be express with a live pet! This company completely made this poor little animal suffer and where inhumane! The animal is now in the tank and looks so sad Im not even sure he will make it due to the travel conditions and what it was put through. This company does not have a phone number to contact and they ignore you just to make a quick buck its really sad and they should be held accountable for their actions.He also looks nothing like their ************* poor little gills are all damaged I imagine due to the stress of the conditions he was shipped in. I have video footage if needed as well of the mail carrier telling me & opening the box with the pet in it with no live animal label anywhere

  Business Response

  Date: 08/27/2022

  Hello dear customer,

   

  We have managed to solve this complaint already through ******. Please check your email for the updated information from ****** services. Thank you. 

  Customer Answer

  Date: 08/27/2022

   
  Complaint: 17702669
  
  I am rejecting this response because: although I was partially refunded the fact that you ship out these poor animals with flat rate instead of express like the post office said they need to be you should be held accountable. You also need to make sure the box says live on it which you did not. This poor animal was in extremely poor condition when I received it water was hot (64 degree is what it should be). This business should be looked into further for their poor responding to customers and flat out ignoring them as well as these poor helpless animals whos lives are in this business hands they also should have to put a active phone number so people can get in touch with them. Poor business  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/15/2022

  Hello there,

   

  We have looked deeper into this order and have discovered that your order was sent out with the Priority rate shipment method which is what was paid for on this order. This customer did not pay the additional fee for the more expensive EXPRESS option. We have replied to the customer multiple times to try to remedy this situation with little to no cooperation on their part. 

  Here is what we have for the order.

  
  Your item was delivered in or at the mailbox at 5:13 pm on August 10, 2022 in **********, ** 60181.

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17702669
  
  I am rejecting this response because: that is an absolute lie! This business ignored me and did not try to come up with a solution. I have all the proof in the messages. They are a pet store and did not label the box LIVE PET as required by the postal service when shipping live pets,they should know to do that as a business  they also should not have shipping options as the postal service told me all pets need to be shipped next day for safety reasons! All Im wanting this business to do is correct their mistakes so the poor animals do not suffer. The mail carrier specifically told me she would have delivered this animal to me first thing in the morning had she known it was alive but instead it sat in her truck all day in the heat! Also you should be required as a business to have an active working phone number for people to be able to reach you. 
  
  Sincerely,
  
  *********************