ComplaintsforMy Pet Chicken

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a pure Male copper maran rooster, the company sent me the wrong bird. I then raised the bird and wated hundreds of dollars and months of time to get it to breeding age, only to find out I was lied to and given the wring bird. I contacted support attempting to get the correct bird and them to fulfill the order as promised, and they refused. They then refunded the bird to the wrong card and refuse to offer any other form of compensation. I am out 5 months of time, 50 pounds of feed, and my businesses public image has been tarnished due to this. I demand a replacement bird of the correct breed, and compensation for the lost feed. I'd also like an apology from the business for their lack of customer service, and their refusal to make their mistake right

  Business response

  05/13/2024

  We are sorry to hear this customer is dissatisfied with the refund issued for the error on their order.

  This customer ordered six baby chicks which were shipped on November 27, 2023. Our policy, which is publicly available on our website at ********************************************************, states that we will refund for errors on an order when reported within 22 weeks of receipt. The policy also states that a refund will not exceed the order total and we cannot be held responsible for other costs associated with the customers loss. Additionally, the policy states "When 50% or more of your order survives, we will refund you the cost of the bird(s) only. Alternatively, you may choose free bird(s) of equal or lesser value on a future order. If you opt for the latter, you will be responsible for the cost of shipping, as well as enough additional birds to meet the minimum."

  This policy is made accessible on every live bird product page, and on the collection page for live birds and in our Refunds & Return page noted in the footer of the website. 

  This customer contacted ******************** on May 9, 2024 to report that there was an error with one out of the six birds purchased. April 28, 2024 was the last report date for errors on their order, however, My Pet Chicken refunded the customer in full for the error on May 11, 2024. The refund was issued to the payment method used to place the order. 

  We must regretfully deny the customers demand for an additional refund over and above our policy. 

  Customer response

  05/15/2024

   
  Complaint: 21695140
  
  I am rejecting this response because:
  While I understand the policy you have, this is an awful way to treat customers. It's basically you tsking the bare minimum responsibility when it comes to your mistake. The company needs better customer service practices. I stand by my original requests
  Sincerely,
  
  ***********************

  Business response

  05/15/2024

  The refund policy and guarantees offered by My Pet Chicken are standard in the poultry industry. My Pet Chicken went above and beyond the published policy to help this customer, and covered the error on the order the same way it would have been covered had the customer reported the error on time. The customer stated, in communication with ********************, that they are actively engaged in breeding Black Copper Marans for sale purposes, the breed they claimed was shipped incorrectly. The breed the customer claims they received (an Easter *****) is distinctively different than the breed they ordered (Black Copper Marans). These differences would have been clear within days or, at the latest, 3-4 weeks after receiving their order. As the customer claims to be breeding Black Copper Marans, it is reasonable to assume they should have a basic knowledge of these breed characteristics and been able to prevent raising an unwanted bird. Additionally, My Pet Chicken provides clear photos of all the breeds offered, including an identification guide (located under our main top menu under "Learn", ***************************************************************************) so that customers may confirm they received the correct breeds on their order if in doubt. We also maintain knowledgeable staff who will assist customers in identifying errors when the customer shares clear photos of the birds received. This customer did not request help in confirming the breeds on their order until they reported the error, more than two weeks past the policy coverage period.

  Attached are photos the customer sent ******************** to confirm the error on their order. Also attached is the image of the from My Pet Chicken's website clearly showing the distinctive coloring and features of a Black Copper Marans.

  My Pet Chicken believes the customer was reimbursed fairly for the error and will not be issuing any additional refund or complying with this customers demands for compensation or replacement.

  Customer response

  05/15/2024

   
  Complaint: 21695140
  
  I am rejecting this response because:
  For the above mentioned reasons, along with the now blatant attempts to insult me. You'd think a company that's been operating for years could tell the difference between chicks but, you didnt
  Sincerely,
  
  ***********************

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