ComplaintsforRowland Direct LLC

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a guinea pig cage from walmart.com from this company. The cage resulted in my guinea pigs foot snapping off and her having to be put down at age 2!

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a cage from this seller through Amazing. It has defective parts that are razor sharp and has injured my bird with 3 lacerations. I tried to contact the seller to return the cage and get a replacement, but they denied that request. Then amazon filed a claim, they denied that. Then the seller said hed send a shipping label and I could return it, now theyve changed their mind. I have a cage I cannot use by no fault of my own and cannot afford to buy another one. Apparently Im not the only consumer who has had problems with this seller. I really need your help, because this is by no fault of my own this cage is defective. I have pictures as well of the defective parts on the cage.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought 2 bird cages from them paid about $350. When I got home and put them together parts were missing and or broken. I sent them a message and they said they would send me replacement parts(3 times) and that was 9 months ago.. Now they deny everything.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I purchased a small animal cage from Rowland Direct Wholesale. I chose this cage based on the description (with pictures) which stated it was suitable for a hamster or mouse and showed pictures of a small hamster and mouse next to the cage in the ad. My hamster was able to easily escape through the bars of this cage. She got out twice and was nearly mauled by the family dog. I have contacted Rowland Direct Wholesale multiple times to request my shipping fees and return shipping be paid by them. In addition to letting this company know that my hamster gets right out through the bars, making the cage useless to me, I also mentioned that I measured the bars at 1/2" not 3/8" as advertised, which might explain why it isn't appropriate for a small hamster or mouse. I sent a picture with my tape measure against the bars for their reference. Now, all they talk about is the size of the bars in my picture. They said my picture doesn't show the bars are greater than 3/8" therefore there is nothing wrong with the cage. First of all, I think it is very suspect that they don't come right out and say they believe the bars are spaced 3/8". Instead all they say "my picture" doesn't show they are larger than 3/8". Second, I believe they are 1/2" and I think it is obvious. However this is beside the point. The point is that the cage in not suitable for small hamsters as evidenced by the fact that mine crawls right through the bars. The hamster gets out, therefore the cage is not as advertised. If you look at the Comments on Amazon, other customers have complained their animal has gotten out as well. Rowland Direct Wholesale keeps referring me back to the Amazon return form which does not have a way to get reimbursed for the $20 shipping fees and return shipping fees. This cage was $50. I do not want to be out $40 in shipping fees in order to get a $50 refund. In my last correspondence, asked them if they were planning to pay for shipping. They do not answer.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Rowland Direct Wholesale (Listed and supported on Amazon ) is a fraud. They use Amazon as a way sell product. However, they "require" a signature at delivery) any other Amazon product does not require signature. When fed ex comes (during a work day when people are not home) they leave note when they will return. Fed ex also sends text message of delays and # attempts and then sends package back to sender. And the sender does not give refund. It's a scam. This whole set up needs to be investigated. Fed ex and this business are ripping people off. How many complaints need to happen until something gets done about it?

• Initial Complaint

  09/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a large rodent cage and the two sides are not compatible with the front and back. The bottom shelf is too long for that frame and from the diagram, it should not have the extra lip around the bottom on the sides. They are not compatible. I would like the correct sides for the cage I got and I am not going to the post office and dealing with this. This is yalls mistake and I want it handled on your end or someone to come fix it themselves. This is a huge time issue and this has pushed everything back. Thanks for your time.

  Business response

  10/13/2022

  Consumer Response /* (2000, 6, 2022/10/13) */ I was not trying to file a complaint with the BBB, lol. Please withdrawal said complaint immediately. I was lured into this thinking it was a survey . Ridiculous

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a bird cage from them off ****** and it came without the walls. It only has the drawers and play stand top. I cant get ahold of anyone to help me get my refund

  Business response

  10/06/2022

  Consumer Response /* (2000, 9, 2022/09/29) */ Issue has been resolved.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  So I order from the seller through **** the item supposed to be delivered to me July 24, 2022 I didn't receive the item I contact **** I filed dispute with them they close the case to the seller favorite I lost my item I contact ****** they help me they give me a credit of the amount paid now I'm back to buy from the seller again through **** they don't allow me to do that blocked me on **** iMessage the seller they said yes we block you because you file claim against us and also you leave us a negative feedback is very irritating

• Initial Complaint

  12/18/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  i ordered a wrought iron bird cage for my macaw through ******* direct for *******. my order number is XXX-XXXXXXX-XXXXXXX on Aug. 11, 2021. They cancelled my order due to shipping and couldn't get a hold of me. When i messaged then about my cage on X-XX-XX because i never got it. Thats when they told me the;y cancelled my order. I went thru my amazon account and i must have replaced the order by accident. i tried to cancel my reorder order number XXX-XXXXXXX-XXXXXXX on Aug. 24, 2021 after i realized what i did. I thought the cancellation went through. about 2 weeks later i received three packages of the bird cage. i didn't open it. i emailed ******* direct and told them i needed prepaid return labels to send the cage back due to i no longer need. my macaw was stressing due to being in a small cage so i purchased one off a lady for ****** used and ***** to haul. ******* direct told me the cant send prepaid labels its at my expense. I took the 3 boxes to the local post office, fed ex and ups and they told me it was going to cost me over ****** to ship them back. I decided to keep the cage The lady that i bought the use cage from got it back. My mother and I took all the pieces out the box to put it together and was missing all the bolts and screws, locks, all 4 wheels, no bottom grate and the drip pan was dented in the corner. I couldn't put the cage together. I contacted ******* direct we settled on them sending out my missing parts and 15% refund for the dented pan on 10-18-21. i had to send them proof and i did. They told me they would send out my replacement parts and my 15% refund asap. It is December and I still haven't received anything. My macaw was stressing and plucking his feathers bad so i had to buy the used cage back.

  Customer response

  01/19/2022

  I have not heard from the company since they told me they was sending my missing parts and 15% refund.

• Initial Complaint

  11/14/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been working with this company for a while now to resolve an issue I had with their Bird Cage they sold me through Amazon. Amazon will do nothing. I send numerous emailed to them stating I just needed some panels to fix the bird cage and they refused to send them. The stated I needed to send the whole bird cage which I can't do cause it's housing birds at the moment and I have no other means to cage them. This cage was heavily damaged but I did temporary repairs to make it work. And no finally after have been dealing with this company for a month and trying to get this done they stated that now cause it's past 30 days they will do nothing.

*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. ↩