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Business Profile

Survival Supplies

Prepared Hero

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Survival Supplies.

Complaints

This profile includes complaints for Prepared Hero's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 163 total complaints in the last 3 years.
    • 50 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:13/02/2025

      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.
      1/9/25; ordered a 1 pack emergency fire blanket and still have not received the order. Contacted customer service on 1/29/25 requesting a status update and then received a response on 1/31/25 that the order would be received within a few days and a tracking would be provided shortly. To date, no tracking, order, or update has been received. I sent another follow up email 2/13/25 but am not hopeful I’ll receive any forward movement.

      Business Response

      Date: 14/02/2025

      Dear ******** ***

      Thank you for contacting us.

      Due to a high volume of orders, our shipment is currently delayed. We sincerely apologize for the inconvenience this has caused.

      We will be reaching out immediately to Ms. ***** **** and processing a full refund for order *************. The refund will be returned to the original payment method and may take 3-5 business days to process.

      Please let us know if you need any further assistance.

      Best regards,
      ******* *********
      Prepared Hero

      Customer Answer

      Date: 18/02/2025


      I have reviewed the response made by the business  and find that this resolution is satisfactory to me.

      Sincerely,

      ***** ****

    • Initial Complaint

      Date:07/02/2025

      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.
      I placed a order on Jan 29, 2025 for 1 emergency fire blanket 4 pack, I am unable to get any updates on my order and i have sent emails to update my order with no return emails and I have called the 888 number and get a recording all representees are busy this message repeats 2 times and the message suggest to contact them by email which I have done with no response. Looking to cancel order and process a refund. I have not contacted my credit card company to file a complaint. THank you ***** ******* ******************* **** ************

      Business Response

      Date: 08/02/2025

      Dear Mr. *******,
      We sincerely apologize for the frustration caused by the lack of communication regarding your order. We understand your concerns and appreciate you reaching out multiple times.

      Per our shipping policy, orders from the U.S. and Canada typically take 3-8 business days for delivery.

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

      However, to resolve this matter promptly, we have canceled your order and issued a full refund. You should see the refund reflected in your account within a few business days, depending on your bank’s processing time.

       

      We acknowledge the inconvenience this has caused and regret any miscommunication. If you need further assistance, please do not hesitate to reach out.


      Best regards,

      Customer Answer

      Date: 09/02/2025


      I have reviewed the response made by the business and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:01/02/2025

      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.
      On December 14 2024 I made an order from company called Prepared Hero. The cost was $98.08 CAN funds which was taken from my account by Visa debit. It is now Feb 1, 2025 and I have not received my order. I sent an email to that company to request a refund but got no response. Hope you can assist.

      Business Response

      Date: 03/02/2025

      Dear *******. 

       

      We sincerely apologize for the delay and for any frustration this may have caused. Due to unexpectedly high demand, we have experienced fulfillment delays affecting some orders, including yours.


      We understand how important it is to receive your order on time. After reviewing your case, we have processed a full refund, which should be reflected in your account shortly, depending on your bank’s processing time. Your order has also been canceled.


      We appreciate your patience and understanding. If you have any further questions or need assistance, please don’t hesitate to reach out.


      Best regards,

      Customer Answer

      Date: 03/02/2025


      Better Business Bureau:

      I have reviewed the response made by the business and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:30/01/2025

      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.
      I purchased a Fire Blanket from Prepared Hero on December 24th. The only confirmation I got from my purchase was my bank letting me know the purchase went through. I reached out to them on January 15th, giving it some time hoping the confirmation would come through to my email, it never showed. They emailed me back the 16th letting me know They received my order and due to high demand of orderings Said that they were sorry for the delay. They gave me an order number, but no tracking number. This was on January 16th, And when I go and look at my order I still don’t have a confirmation or a clue where it’s at.

      Business Response

      Date: 03/02/2025

      Dear ****,

       

      We sincerely apologize for the delay and any inconvenience this may have caused. Due to unexpectedly high demand, we have experienced some fulfillment delays, which impacted the processing of your order.


      After reviewing your case, we have processed a full refund, and your order has been canceled. The refunded amount should be reflected in your account shortly, depending on your bank’s processing time.


      If you are still interested in purchasing a Fire Blanket, we recommend checking our website for updated availability. Please don’t hesitate to contact us if you have any further questions or if we can assist you in any way.


      We truly appreciate your patience and understanding.

      Customer Answer

      Date: 03/02/2025


      I have reviewed the response made by the business and find that this resolution is satisfactory to me.

      Sincerely,

      **** *******

    • Initial Complaint

      Date:24/01/2025

      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.
      date of transaction: November 29, 2024 amount: $70.00 USD Sent multiple emails, received the same stock response. First email to them, Dec 18, 2024 - their promised to deliver by Dec 24. Second email, Dec 24, then Jan 2, they replied stating: Due to extremely high demand, we're experiencing a larger-than-expected volume of orders. Rest assured, our team is working around the clock to ship your order as quickly as possible. If your order has a tracking number, you can follow its progress here: If you don’t have a tracking number yet, don’t worry; you do not have to take any action. We’re closely monitoring your order to ensure the quickest possible delivery. Last email to them - Jan 23, 2025. I would like a refund *** ** ****** **** **** ** * *********

      Business Response

      Date: 25/01/2025

      Dear ******* ,
      Thank you for reaching out and bringing this matter to our attention. Please accept our sincere apologies for the inconvenience caused by the delays in fulfilling your order. We deeply regret the experience you've had and understand your frustration with the repeated responses and unmet delivery expectations.


      Due to extremely high demand, our shipping process faced unforeseen challenges, which led to delays. We are actively working to improve our processes to prevent situations like this in the future.


      Regarding your order placed on November 29, 2024, we have refunded the full amount of $70.00 USD to your original payment method. Additionally, your order has been canceled as requested. Please allow 3–5 business days for the refunded amount to reflect in your account.


      We truly value your patience and understanding during this time and are committed to making things right. Should you have any further concerns or need assistance, please don't hesitate to contact us directly.
      Kind regards,

      Customer Answer

      Date: 25/01/2025


      I have reviewed the response made by the business and find that this resolution is satisfactory to me. I will look out for the refund. Should I not receive it, I will file further complaint. 

      Sincerely,

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

    • Initial Complaint

      Date:22/01/2025

      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.
      I placed an order for a set of 4 fire blankets and and additional set of 4 XL fire blankets. I received one set of the regular size fire blankets in the mail and they were fine, as ordered. After looking them over I felt I didn't need any extras and planned to return the others. When I checked on my order it was showing that they were not shipped and the remaining order was pending. I tried calling the company and I am placed on hold. You stay on hold for the entire time, no matter when you call. Doesn't matter the time of day etc, you go on an automatic hold with music. You eventually get the thanks for calling for faster help email us and it says goodbye and hangs up. I emailed to their support. I get no reply. I wait and then send another, no reply. I went on ****** to dispute my charge and get a refund and I get a notice to try this other email as it's expedited, to please do this first and not go through ******. I tried that email and asked for the third time to cancel my remaining order, I no longer want them and don't need them. Please just credit my account and cancel. The next morning I get a reply thanking me for contacting them and to be "rest assured" that they will be getting my order out me to as soon as possible, etc etc. I do no want them. I don't know what else to do. You cant speak to anyone, no one reads the emails. I certainly believe it's just an automated reply. I want my money back for the items I'm cancelling. *** * **** *** *** ****** ******** **** ***** * ***** **** ******* *** They obviously have a problem. I just want to cancelled and my account credited.

      Business Response

      Date: 24/01/2025

      Dear *****,
      We sincerely apologize for the frustration and inconvenience caused by the delays in processing your order and responding to your inquiries. We understand how important it is for you to have a smooth experience, and we regret that we fell short of your expectations.
      Due to an overwhelming demand, we are currently experiencing delays with deliveries and customer responses. This is not the level of service we strive to provide, and we are taking steps to improve our processes to prevent such issues in the future.
      To make amends, we have refunded the total amount of your purchase, including the pending items. The funds should be credited to your account shortly. You will also receive a confirmation email for the refund.
      We value your feedback and will use it to address these challenges and ensure a better experience for our customers moving forward. Should you have any further questions or concerns, please feel free to contact us directly at [support email] or [phone number].
      Once again, we apologize for the inconvenience caused and thank you for your understanding.

      Customer Answer

      Date: 24/01/2025


      I have reviewed the response made by the business and find that this resolution is satisfactory to me.

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:22/01/2025

      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.
      I cant find the date. I believe it was in November that I ordered the prepared hero back in October-November. I have not received anything from them and I called, but they refer you to their email. The email doesn't work. I want an refund.

      Business Response

      Date: 03/02/2025

      Dear *****, 

      According to our records, your order was delivered on January 21.

      Tracking information:  **********************************************************

      However, we understand that the delivery took longer than expected, and we sincerely apologize for any inconvenience this delay may have caused.

      Due to the extended wait time, we have processed a full refund for your order as a courtesy. The refunded amount should be reflected in your account shortly, depending on your bank’s processing time.


      We appreciate your patience and understanding. If you need any further assistance, please don’t hesitate to reach out.


      Best regards,

      Customer Answer

      Date: 03/02/2025


      I have reviewed the response made by the business and find that this resolution is satisfactory to me.

      Sincerely,

      ***** ****

    • Initial Complaint

      Date:20/01/2025

      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.
      Purchased a set of 4 fire blankets Dec.12, 2024. I have not received the order and have sent a number of emails and phone calls requesting information and then a refund as nothing has been provided. No response has been received since Dec.26 which simply indicated they were working on it. Since then, no response to any communications sent. I would like a refund immediately.

      Business Response

      Date: 21/01/2025

      Dear *****,


      We sincerely apologize for the delay in responding to your inquiries and for the inconvenience caused by the delay in delivering your order. Due to high demand, we’ve experienced unexpected delays in processing and responding to customer communications, and we deeply regret any frustration this has caused.


      We understand this matter is importance and have taken immediate action to resolve it. Your order for the set of 4 fire blankets purchased on December 12, 2024, has been canceled, and the full refund has been processed. You should see the refunded amount $65.05 reflected in your account within 3-5 business days.


      Thank you for bringing this to our attention, and we appreciate your patience during this time. If there is anything else we can assist you with, please don’t hesitate to reach out.


      Warm regards,

      Customer Answer

      Date: 24/01/2025


      I have reviewed the response made by the business and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:17/01/2025

      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.
      I paid $157.87 for 12 fire blankets on Dec. 14 2024. I received an email shortly after stating my order has been received but no estimate for delivery and I reached out asking for delivery date estimate and got an email back saying it should be delivered no later than Dec. 19th 2024. My order still hasn't been received and it's been nearly a month. I have tried calling several times and been put on hold for 5 minutes and then a automatic voice says during to high call volume it may be better to reach out with an email but I could take several days to get back due to high volume. I've sent a few emails and have gotten one back saying they have higher-than-normal orders and they are trying to get money out as quick as possible but didn't have an estimated date fir delivery. We ordered the same amount of product on Amazon and got the package within 3 or 4 days. I would like a complete refund please.

      Business Response

      Date: 25/01/2025

      Dear *******,

      Please accept our sincere apologies for the delays and inconvenience you have experienced. We deeply regret not meeting your expectations and appreciate your patience as we address the challenges faced during this busy period.


      Due to extremely high demand, our processing and shipping times have been significantly impacted. We are actively improving our processes to ensure a better experience for all our customers in the future.


      Regarding your order of 12 fire blankets placed on December 14, 2024, we have issued a full refund of $157.87 to your original payment method. The order has been canceled, and you should see the refunded amount reflected in your account within 3–5 business days, depending on your financial institution.


      We understand how important timely delivery is and sincerely apologize for not meeting the expected delivery date. Please know that we are working diligently to resolve these issues and to restore your confidence in our services.


      If you have any additional questions or concerns, feel free to reach out. We value your feedback and thank you for giving us the opportunity to address this matter.
      Kind regards,

      Customer Answer

      Date: 25/01/2025

       
      I have reviewed the response made by the business and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:16/01/2025

      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.
      Placed an order for 8 fire blankets on 12/13/2024. No order number given nor follow up updates as of back orders. No responses to emails and phone calls. When finally making contact promise of delivery not fulfilled. I just want the delivery or monies debited back to my account.

      Business Response

      Date: 25/01/2025

      Dear *****, 

       

      We sincerely apologize for the inconvenience and frustration caused by the delays and communication challenges you’ve experienced.
      Our records indicate that your order of 8 fire blankets placed on December 13, 2024, was delivered on January 20, 2025, according to our shipping courier partner. To assist in locating the package, one of our customer service agents had previously suggested checking areas where the delivery might have been left, such as with neighbors or in safe drop-off locations.


      To promptly resolve this matter and ensure your satisfaction, we have processed a full refund for the total amount of your purchase. The refunded amount will be credited to your original payment method and should appear in your account within 3–5 business days, depending on your financial institution.


      Should you have further comments or questions, or if there is anything more we can do to assist, please do not hesitate to contact us directly. We are committed to providing you with the best possible service and greatly value your feedback.
      Kind regards,

      Customer Answer

      Date: 28/01/2025

      ******** **** **** ************** After seven weeks Prepared Hero delivered my product. They have apparently also refunded my account.

    Prepared Hero is NOT a BBB Accredited Business.

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