ComplaintsforGold Star Honeybees

• Initial Complaint

  06/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased two 3lb packages of honey bees off their website. There website states that bees shipments are insured thru **** and claims must be filed with ****. So when my order of bees arrived dead after 8 days in shipment, I filed a claim with ****. **** denied my claim as **** only insurance is to delivery package without damage. The package was not damaged, so I have no claim. Upon a followup visit to my local **** distribution center, they stated that it is the responsibility of the shipper to make sure live animals have enough food. Gold Star had indicated that the bees should have had enough food and that they most likely got to hot or cold. **** says that is not possible. All l know is that the other 3lb packages Ipuchased elsewhere arrived in 3 day and they used the same size bee feeder and it was empty upon arrival. Gold Star was the shipper and they were responsible to make sure my order of honeybees arrive alive. They should refund my full purchase af $410.

  

  Business response

  06/09/2022

  First I would like to point out that this customer purchased bees through the ******************** website, which states quite clearly:
  Yes, this is the page where you can purchase 3# package bees.  But before the website can complete your bee purchase above, you should know:
  1) ***LIVE HONEYBEES ARE A NON-REFUNDABLE PURCHASE.***   Please ************ statement above to confirm your understanding.
  2) When you type your name in the white field above, you are certifying that you have ACCEPTED and that you AGREE TO our Bee Order Policies.

  
  In other words the order will not even process via the website unless you both sign and initial the above statements.

  
  So, the customer initialed and signed that he understood, accepted, and agreed to our bee order policies.    Those policies, by the way, invite people to buy bees elsewhere if these policies dont make sense to them.  We wish he had done that, because his disappointment is palpable, and we are sad about that!
  What are those Bee Order policies?  They can be found here in great detail: https://www.goldstarhoneybees.com/2022-3-package-bees-for-sale-free-shipping/
  But in a nutshell, the policies state that once we hand the bees over to the **** for shipping, we have zero control over the health and safety of the bees.  Thats why we feel so strongly about making sure customers understand the risks, and what we do on their behalf to mitigate that risk, and what their responsibility is, should the **** damage their bees in transit.  And that is why we insure the bees.
  We would also like to point out that the **** does indeed sell insurance for bees, and Gold Star Honeybees purchases that insurance on behalf of our bee customers.  The **** does not guarantee Priority Mail delivery dates, but we already know and accept that, because the **** will only ship bees by ground.  And we explain that in the email we send when we confirm the bee shipment.  But slow delivery is not what we are insuring against, because we know that bees can tolerate up to 10 days in their package provided the **** does not mishandle them during transit which they apparently did in his case.  We insure them against being left in extreme temperatures, being turned upside down, being left in a corner for a week, things like that.
  But when the customer was told something that conflicted with the information on our website, our Bee Order Policies, and with our ten years of experience shipping bees, he did not reach out to us to get verification he simply began posting negative ****** Reviews.  Now he has reached out to the BBB with his sad tale, and here we are.
  Then when the customers original claim was denied he obviously has not followed the appeal process outlined in the denial, and again, he did not reach out to us, as we suggest on the website.
  As a small business, constantly beset with risks from the very services we must use to deliver our product, we have developed two strong muscles.  1)Firm, clear policies; and 2) the ability to explain those policies.  Despite our very best efforts at providing this information clearly and in no uncertain terms both BEFORE the customer made his purchase, and during the shipping process, this customer has failed from the very beginning to understand what he was embarking upon, even though he frivolously signed and initialed that he understood, and now he wishes to blame us for things over which we have no control. 
  I guess you can lead a beekeeper to info, but you cant necessarily make them think.
  We would appreciate it if this customer would appeal his claim to the **** as described in his correspondence with the ****, and if he needs additional assistance, he should reach out to Gold Star Honeybees by writing to us at *******************************.  Sending copies of letters received by the **** would also be helpful.
  

  Customer response

  06/14/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

  I understand that Gold Star sells package honey bees and states that the shipment is insured by the ***** This is a lie. **** doesn't insure the bees. When my bees arrived dead, Gold Star told me to file claim with **** as they had paid for extra insurance to cover the value of the bees. That is true only if **** damaged the carton and thereby the contents. Gold Star had the sole responsible of the package having enough food to make the cross country trip. Gold Star failed in that responsibility and owes me a refund. Gold Star should modify there website from stating that the bees are insured by ****, to stating that Gold Star does not guanatee live delivery of their honeybees.

   

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