ComplaintsforFeeders Supply Company

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 20, 2024, my husband and I went into your store in Fairborn Ohio to buy a hamster for our daughter we did buy the male hamster after the young girl put him into the box I did buy the following hamster, two bowls, Two Large packs of paper bedding because they need 8-10 inches of bedding. a couple of toys and a bag of cat food and a bag of cat litter. we checked out and left the store at 5;38pm we went through a restaurant in the same shopping center and grabbed dinner for the family and drove home when we got home, I am putting the bedding in the cage and opened the box the hamster was in the inside of the box was covered in bugs it was very disturbing I called the store right away was told the store manager would be in the next day but that she would call her when the young lady called me back i was told that the hamster could have picked up flees from my other animals how been in my home 10 mins so not possible I was told I could return and pick a new hamster or get my money back I returned him the following day to find out it was flees it was mites which then she shrugged off and it was blamed on me what I would like was the 40,00 returned for the wasted bedding that has to be thrown away because I couldn't use it again or our next hammy would get mites too as a buyer I don't and wouldn't ever pay money for a sick animal the store manager also made the comment to another employee that they don't normally take animals back I had contacted Corp with no response back from **** boss all I'm asking for is the return in the funds that I spent on bedding when I was sold a sick animal that should have never been sold until he was fully treated

  

  Business response

  02/28/2024

  Spoke with the customer, she only wanted bedding refunded. I sent her a $50 check. She was pleased with that.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My daughter was bitten by a rat at the store. She was looking through the cage and attempted to pet the rat. She was bitten and had to visit a doctor. I spoke to an employee at the time who assured me it’s fine. My daughter was put on antibiotics for two weeks to combat any diseases the rat might have. I called the store the following day and spoke to the Assistant Store Manager. I explained what happened, where it was caged, and that I think it shouldn’t be in a cage where people can touch the animal. Nothing was resolved.

  

  Business response

  02/26/2024

  My Ops Manager reached out to the customer via email and she stated it happened at the Richmond Road location and that she wasn’t really paying attention to her child while she was shopping. When she contacted The Store the next day, she was very nonchalant and more informative that it happened. When I went to the store, a few days later, the **** had already been sold and had no other issues. I tried to call the customer twice wasn’t able to contact.the complaint originally sent said $50 is the dispute amount but have not gotten a callback.

  Thank you,

  ******* ***** 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  600 miles away from our home, visiting the area, I decided to stop in to this pet store, since I knew that we didn't have any food for our cat back home (I gave it to the veterinarian's office, where my cat was being boarded for the week in our area). I purchased one bag of ********* cat food, receiving the second bag free (although the receipt is confusing). Picked up my cat, gave her the food and she didn't eat it; actually she wouldn't eat any until I dumped it out and gave her a different brand. SO--I emailed for a refund, since NOWHERE IN THE STORE does it say that they do not refund, only offer store credit, and NO ONE mentioned this as I was checking out. In my email, I explained that it's impossible for me to return this food OR receive a store credit, since I live so far away. Even if I were to order online, I would have to pay shipping, which defeats the purpose of the request for a refund. Back and forth our emails went, but they REFUSED to refund me. There isn't any "Feeders Pet Supply" stores in my area--or even in my state. I saved the complete email conversation, in addition to the receipt, should you need any further information.

  

  Business response

  02/26/2024

  We spoke with her and have a check that was sent to her for $37.08.

  Thank you,

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

  Customer response

  02/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased a ferret from Feeders supply, we requested information about if we needed to do anything to introduce the new ferret to the two we have at home and we were told no. Two days after bringing the new ferret into our home, our older ferrets became deathly sick. I took them to Crestwood animal hospital and it was determined that they have contracted a digestive sickness . The vet informed me this can only be contracted from another ferret, and the new ferret had been carrying this disease which was contracted by our existing ferrets . we contacted feeders supply corporate to see if they would be willing to make it right and they said yes they would make sure they did something to help and asked us to email all documentation which did. It has been at least a month without a response after several emails and calls

  

  Business response

  11/21/2023

  I spoke with *** and we are sending a check to her for the cost of the vet bill.  

  Customer response

  11/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 14, 2022 I placed an online order for me to pick up dog food. The website stated they had the dog food was in stock but I received a call later that day saying they didn’t have any and I would be refunded my funds of $41.85. I did receive an email from them stating that I was refunded but as of now no refund. (Stupid me, this is the second time this has happened and I never received my refund from them before. I will never order again from them!!!!) I’ve called several times starting on October 24, 2022 but of course haven’t talked to anyone just left several messages. I’m not a hard person but times are hard and I need the $41.85 or I would have just waited until the dog food was in instead of refunding me but was told they can’t do that. Again I’m not a happy customer!!!! Christina Franklin

  

  Business response

  11/07/2022

  We contacted the customer after pulling her transactions.  She was refunded the money at the time.  I believe it had lagged from our payment processor which can take up to 3-5 business days to process it.  She has been taken care of.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, This is my very first experience with Feeders Pet Supply and will be my last. One 11-18-21 I placed an order for curbside pickup at the ******** **** ******** ** *********, KY. I was charged 87.92 on 11-21-21, so I called the store on 11-22-21 and explained I had been charged for the items and gave them my order #1539 . I spoke to a very rude lady that said I needed to contact my bank and when I explained I had contacted my bank but they had yet to receive the credit from Feeders Pet Supply to place back in my account, she said corporate would have to call me and hung up. No one ended up calling me back. I contacted Feeders Pet this morning via their website, and I was told by ******** ***** that they were working on it and a manager would have to contact me. At this point, I have no confirmation my refund was processed, no idea who the manager is or if someone will contact me, and was given no detail as to what the store would be doing. I was told I'd receive an email from the manager, and I have yet to receive anything. It's been over 2 weeks, I wanted my money back.

  

  Business response

  01/14/2022

  Feeders Pet Supply wishes to apologize to Ms ****** ******* for the issues she experienced with our business. ****** placed an online order which had product availability issues and required a refund. Unfortunately along the process, a store associate was also rude to Ms ******* and was not helpful in helping to resolve the issue. This situation was escalated to our regional manager as well as our store manager and the store associate received appropriate counsel on how to better conduct customer business instore.

  In determining the final sequence of the issue whereby the customer service team was unable to further help Ms *******, the order in all systems appears to have been refunded and is marked as completed and refunded. However, we contacted the credit card processing company today and determined that all of the refund attempts to Ms ******* had declined and subsequently she never received her refund. This is a rare situation but it does happen occasionally.
  We are issuing a refund check to Ms ******* today, 1/14/22 and it will be mailed to her address on her company account. We will also send Ms ******* a $50 gift card for use toward her next in-store purchase to express our sincere apologies.

  Please see file attachment that illustrates the refund attempts as declined with the credit card company.

  See attachments. 

  Customer response

  01/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *******
  
  

  ---

  Thank you for resolving.
  
   
  

• Initial Complaint

  11/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ON NOVEMBER 9TH, 2021, I MADE AN ORDER TO THE FEEDER SUPPLY IN DOWNTOWN LOUISVILLE. I ORDERED ONLINE AS A GUEST BECAUSE I WANTED TO TEST THE ONLINE EXPERIENCE BEFORE BECOMING A FULL TIME AUTOSHIP CUSTOMER TO SEE HOW RELIABLE AND ACCURATE THE STORE WAS. I ORDERED 2 BAGS OF SCAMP LITTER, 1 CASE OF ******** MOIST TURKEY FOOD, 1 CASE OF FRISKES CHICKEN AND TUNA, AND 4 CANS OF ***** ***** MOIST. THE TOTAL WAS $53. 11 FOR WHICH I PROMPTLY PAID BY DEBIT CARD. WHEN THE DELIVERY MAN ARRIVED, HE ADVISED ME THAT THE 1 CASE OF ******** CHICKEN AND TUNA WAS OUT OF STOCK AND THAT MY ORDER WAS INCOMPLETE. THE NEW ADJUSTED BILL WITH THE ORDER CAME TO $40.59 WHICH SEEMS INACCURATE BECAUSE A CASE IS AT LEAST $15.00. WHEN I CHECKED MY DEBIT CHECKING ACCOUNT, I NOTICED THAT I WAS CHARGED FOR THE FULL $53.11, AND NOT THE ADJUSTED AMOUNT FOR THE ITEM BEING OUT OF STOCK. WHEN I CALLED FEEDERS SUPPLY, A WOMAN NAMED ******** SERVICED ME; SHE ADVISED ME THAT I DID RECEIVE THE FULL ORDER; THAT I AM ABOUT TO RECEIVE ANOTHER AUTOSHIP ORDER. THIS CONCERNED ME BECAUSE I WAS TOLD THE ******** CHICKEN AND TUNA WAS OUT OF STOCK AND YET I HAVE CHARGED FOR IT; AND NUMBER 2, I AM NOT AN AUTOSHIP CUSTOMER SO I HAVE NO IDEA HOW I AM GETTING ANOTHER IDENTICAL SAME ORDER. I TRIED TO WORK WITH ******** BECAUSE SHE IS THE ONLY ONE TO CLEAR THIS MESS UP. FOR SOME REASON, I WAS DISCONNECTED. BASED ON MY CELL PHONE RECORD, I WAS THE PERSON THAT WAS HUNG UP ON. REGARDLESS, I DID ASK FOR THE MANAGER NAMED ***** AND SHE JUST WASN'T AVAILABLE. SINCE I HAVE NOT HEARD BACK FROM ANYONE AT FEEDERS SUPPLY ABOUT THIS MESS, I HAVE NO CHOICE BUT TO FILE THIS COMPLAINT IN THE HOPES I CAN GET MY MONEY BACK FOR THE MISSING CASE OF ******** CHICKEN AND TUNA CAT FOOD.

  

  Business response

  12/06/2021

  The customer ******* ****** completed a purchase through our new website. When the order was transmitted to the store, the complete order was not transmitted and the full order was not delivered to the customer. The store manager also mis-classified the order to the customer as an “autoorder” which was incorrect on our store’s behalf, but truly an accidental misclassification.  The customer filed the complaint to the BBB on Friday; the store manager attempted to contact the customer on Friday but was unsuccessful prior to the complaint being filed. The manager did contact the customer the following day on Saturday.  The customer said she understood the situation and the complete order was refunded.

  Customer response

  12/06/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  
  MY NOVEMBER BANK STATEMENT WILL BE FORTHCOMING AS PROOF TODAY THAT I NEVER RECEIVED A REFUND FROM FEEDERS SUPPLY.  DEAR BETTER BUSINESS BUREAU AND FEEDERS SUPPLY ON  ****** ******:  FEEDERS SUPPLY'S STATEMENT IS NOT ENTIRELY ACCURATE.  I NEVER STATED THAT I EVER UNDERSTOOD THEIR MISTAKES OR EVEN FORGAVE THEM FOR IT.  IF I DID, I WOULDN'T NEED TO HAVE TO FILE A BETTER BUSINESS BUREAU COMPLAINT.  I NEVER RECEIVED A REFUND FOR ANYTHING: NOT FOR THE MISSING CASE OF ******** CHICKEN AND TUNA FOR WHICH YOU WERE OUT OF STOCK; NOT EVEN A REFUND OF ANY SORT AS A COURTESY OF GOOD FAITH OR GOOD BUSINESS.  I HAVE CONTINUED TO WALK IN TO SHOP AT FEEDERS SUPPLY AND HAVE SPOKEN TO THE MANAGER A COUPLE OF TIMES.  SHE CONTINUES TO INFORM ME THAT I WAS REFUNDED.  I HAVE CHECKED MY ACCOUNT DAILY SINCE THE DAY OF THE ORDER WHICH IS NOV. 9TH.  I HAVE ABSOLUTELY RECEIVED NO REFUND INTO MY ACCOUNT.  I TOLD ***** THE MANAGER PERHAPS FEEDERS SUPPLY REFUNDED ANOTHER CUSTOMER'S ACCOUNT.  I WILL COPY MY ACCOUNT TODAY AND SEND AS AN ATTACHMENT TO THE BETTER BUSINESS BUREAU TODAY TO PROVE THAT I HAVE NOT BEEN DISHONEST WITH THE BETTER BUSINESS BUREAU.  FEEDERS SUPPLY FOR SOME REASON DOES NOT WANT TO BE ACCOUNTABLE FOR THIS ERROR.  I AM FURIOUS OVER HOW LONG IT HAS TAKEN TO RESOLVE THIS.  FEEDERS SUPPLY NEEDS TO PROVIDE PROOF THAT THEY REFUNDED MY ACCOUNT.  I CAN PROVE TODAY THAT THEY HAVEN'T REFUNDED ME FOR ANYTHING BACK INTO MY ACCOUNT. 
  Regards,
  
  ******* ******

  

  Business response

  12/16/2021

  We have resolved with customer.

  Customer response

  12/16/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [

  FEEDERS SUPPLY HAS NEVER RESOLVED THIS COMPLAINT WITH ME AS THEY ARE STATING.  I MADE AN ORDER ONLINE ON NOVEMBER 9TH, 2021, AND PAID IT IN FULL IN THE AMOUNT OF $53.11.  I PAID WITH MY BANK DEBIT CARD.  THEY ACCEPTED THAT PAYMENT.  WHEN I RECEIVED MY ORDER, IT WAS MISSING AN ENTIRE CASE OF ******** CAT FOOD FOR WHICH I WAS TOLD THEY WERE OUT OF STOCK WHICH HAS HAPPENED QUITE A BIT.  FEEDERS SUPPLY HAS NEVER REFUNDED ME FOR THE ENTIRE CASE OF ******** CAT FOOD AND HAS NEVER PROVIDED THE ENTIRE CASE TO ME FOR WHICH I HAVE PAID FOR.  I HAVE PROVIDED PROOF WITH A COPY OF A BANK STATEMENT THAT I PAID FOR THAT ENTIRE ORDER.  I AM WILLING TO EVEN SHOW MORE PROOF WITH MY ORIGINAL BANK STATEMENT FROM THE BANK.  I FILED THIS COMPLAINT THROUGH THE BETTER BUSINESS BUREAU TO GET HELP AS TO WHY AFTER BEING A CUSTOMER FOR FIVE YEARS, WHY FEEDERS SUPPLY HAS ACTED SO MALICIOUSLY AND DISHONESTLY AND INACCURATELY WITH THIS TRANSACTION.  I HAVE ASKED FEEDERS SUPPLY TO PROVIDE PROOF THAT THEY HAVE REFUNDED ME AND THEY HAVE REFUSED.  I BELIEVE THAT FEEDERS SUPPLY WILL NOT RETURN THE MONEY THAT IS OWED TO ME FROM THE MISSING CASE OF CAT FOOD IN MY ONLINE ORDER.  ALL I CAN ASK FOR AT THIS TIME IS THAT THE BETTER BUSINESS BUREAU POST ONLINE THAT THIS OCCURRENCE HAPPENED BY FEEDERS SUPPLY. 

  ]
  
  Regards,
  
  ******* ******

  

  Business response

  01/14/2022

  Feeders Pet Supply first and foremost, would like to apologize for Ms ******** issues in our ****** *** store location. Regarding the interaction with the rude employee, our regional manager addressed the situation with the employee and with store leadership. To confirm, the store attempted to reach Ms ****** about her order as soon as they realized there was an error, but the store was unsuccessful in reaching Ms ******. Additionally, we realized that her instructions on her order about delivery did not print on the ticket which prevented the store from following her request on how to handle her delivery. 

   

  The biggest issue that we uncovered is that the refund attempts on Ms ******** card have declined each time we have attempted to process them back to her card. Please see attached file illustrating the rejected refund. This unfortunately happens from time to time when a customers expiration date changes or if the card was compromised or any number of other unknown reasons. This is rare, but it can happen. Because Ms ****** submitted her complaint directly to the BBB, we were not able to track the repeated issues on the refund until we contacted our credit processing company to inquire about her refund. It was situation where we did not have the right visibility in our immediate system which marked the order as "refunded" vs the opportunity to stay in touch with the customer directly and handle the situation.

  We will resolve this today by contacting Ms ****** and refunding her order via check. We will also issue her a $50 gift card to shop with us again and to give us another opportunity to earn her business. Thank you

  Customer response

  01/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******
  
  

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*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. ↩