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Complaint Details
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Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought five silky bantam chickens in April of 2024 all of which died within 24 hours.Repeated attempts to reconcile or figure out in any way what went wrong, I've got nowhere the company This is a very big disappointment for my children after a couple years of preparing and after repeated emails I got nowhere with to figure out what went wrong They sold me sick birds, and 'goods' were not rendered to say the least.
Business response
06/18/2024
These birds shipped on 5/8, arrived on 5/10. We were not contacted until the 12th. After discussing care, ******************* informed us that she had them at 92 degrees since they arrived. These chicks need a minimum of 100 degrees on arrival for the first several hours. This is in our care instructions on line as well as a pamphlet that is provided with each shipped order of chicks. We went over care extensively to try and help find out what may have gone wrong, including sending links to further detailed blogs on our website. ******************* continued to tell us what another hatchery down the street said to do. Upon being told she would write reviews everywhere, we again explained the temperature discrepancy, how mail order chicks need more heat on arrival than locally sourced chicks and reminded her about the live on arrival only guarantee that we offer and that was agreed to by the customer. We are not able to bypass this policy as we were not contacted until two days after arrival and care instructions were dismissed by the customer.Initial Complaint
06/06/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Order#****** 7 chicks died SUDDENLY, two before my eye went from healthy looking and energetic to falling down with both legs straight and neck bent backwards. Cackle hatchery blamed me, saying this happened because I did not have a thermometer in the brooder. I will have Arkansas Game and ************** investigate the cause of death, and if it happens to be a virus, I hope Cackle will get appreciate calls from authorities. **** BEWARE. CACKLE HATCHERY WILL BLAME YOU AND WILL NOT MAKE ANY EFFORTS TO MAKE THINGS RIGHT.Business response
06/10/2024
We have a live arrival only guarantee in place that *************** agreed to before she placed her order, this is documented in two attachments provided. By all accounts, this order arrived in great timing, 2 days and per the customer "they were alive and energetic" on arrival. This is the guarantee that we offer and fulfilled. Upon being contacted via email the day after arrival, we tried to provide care recommendations to keep from losing any more and we were advised by the customer that they did not know the temperature in the brooder they were caring for the chicks in which is when we advised getting a thermometer to know the exact temps in the brooder. Per our policies and the guarantee agreed to before the order was placed, a refund was not offered on the losses that occurred after arrival and we are not able to offer one now.Initial Complaint
03/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I had issues with them not answering, but went against my better judgment and ordered zombie chicken and a Jersey giant. Some of the zombies didnt look good on arrival, but I didnt complain. I kept their area between *****f. One of the zombies progressively got worse. He went from not walking much OUT OF THE *** to not being able to use one foot. I separated him. He didnt want to eat or drink and couldnt use either foot. I manually fed him and kept him separate. The next morning, he and 2 others had passed, and the remaining birds were acting the same way. They died as well. I have 21 chicken in the same barn. I spent over 12k on a barn and converting it. All of the chicken have separate rooms by breed. They are also divided by hatchery. I go to the extreme to protect, love, and care for my pets.So when I emailed cackle, I was met with several questions from *******. It was almost as if she was trying to undermine me. The company refused to take responsibility, apologize, refund, or replace the chicken. Please believe the reviews below. I am escalating my issue to BBB.Business response
03/26/2024
We are very sorry this experience was not the best. Unfortunately, we were not contacted for 2 days after arrival of any issues with this order. Our guarantee is for live arrival only but we have to be contacted within 24 hours of arrival. When the customer reached out pictures of two completely soaked and squashed birds were sent to us, with one still laying in a bowl/plate of water. We tried to discuss the care that was being provided for the chicks on arrival but with us not being contacted until the birds were all dead, we were not able to assist with this. Our representatives primary objective when discussing care is to help prevent more loss from happening, whether it is for this order or another. This order and the communication that occurred was discussed with management and the final decision to not offer a refund/replacements was based on the guarantees and policies that the customer agreed to when they placed the order. These guarantees and policies have been linked with this response.Customer response
03/26/2024
Complaint: 21484392
I am rejecting this response because: this is a blatant lie. They dont answer their phones so I sent an email on the 24. Here is the proof.
so first they say they only guarantee live arrivals, now all of a sudden, theres a 48 hour guarantee? Either way, I reached out via phone on Saturday, and via email on Sunday. They are refusing to take responsibility with this, as theyve done to other peoples order on google.I am not the only person having issues with this company and birds arriving sick. Im willing to take this to court behind $120 if I need to. They were tiny and lethargic on arrival. This company is an absolute joke and I will share my experience.
Sincerely,
*********************Initial Complaint
03/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On March first I received an order of supposed to be live chicks from cackle 1 was dead and the rest were alive . As soon as an hour after they were unboxed and they da r consistently been dieng off ever since. I emailed the business to no avail. They claim I didnt contact in the correct amount of time to warrant a refund or replacementBusiness response
03/06/2024
When a customer places an order they are informed of and have to agree to our guarantees and policies, one of which is our live arrival only guarantee. **************** reports here that one was dead on arrival and the rest were alive. We sent extra birds, which would ultimately mean he still had his quantity of birds paid for alive on arrival. We also have noted in this same guarantee that if there are any losses on arrival or issues that we need to be contacted immediately, **************** waited 2 days, until most birds were already deceased. We offered to go over setup to see if we'd recommend any adjustments and then management could revisit the decision on refunding/replacing. The customer opted not to do that, stated he knew what he was doing and would never order from us again. We were within our stated guarantees and policies that **************** agreed to before he was able to place an order. Attached is a screenshot of what a customer agrees to before placing an order as well as the full guarantee that we link to in those terms and conditions. At this time, we will not be granting the request for a refund.Initial Complaint
11/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Sent dead livestock refused service harassed my farmBusiness response
11/16/2023
***************** was refunded for her losses on this order. After several verbal assaults on our customer service representatives that include vulgar language and harassing messages eluding to violence, the owner decided to cancel further orders and refund the price paid for the unfulfilled orders. We explained to ***************** that we would not fulfill any future orders placed by her. She continued to place orders and staff continued to cancel and refund these orders. Copies of these interactions have been included in the attachments. We have not been in touch with ***************** other than to refund orders. We have not responded to further emails, as we explained due to the graphic nature of her emails, we will not subject our employees to this.Initial Complaint
07/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I order 30 bantam chicks and 14 were dead when I went to go pick them up from the post office. I tried calling but it went to voicemail and messaged them no response. Huge disappointmentBusiness response
07/27/2023
We've looked into this matter since being made aware of this complaint and we never received a voicemail but do see a missed call in our logs. Although we wish we had to the manpower to return all missed calls, we're only able to return calls that leave a voicemail. We plan on resolving this through a refund however have not been able to speak with the customer after leaving a voicemail as well as a voice message through one of the contact phone numbers. We look forward to resolving this but need to speak to the customer to do so.Initial Complaint
07/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought 5 peachicks and 6 baby chicks (for more warmth during transport) from this business. I picked up the chicks as soon as the post office called, within 15 minutes. Two of the peachicks were a little smaller than the others and promptly died within 6 hours. The three others are robust and fine. The temperature in the box was within the parameters outlined. All the other chicks were running around, with no huddling. i think the two that died were not of suitable stock. I called customer service. Nice lady, but she said there is nothing they can do for me. I have had peafowl and other poultry for ten years now. I have purchased poultry including peafowl from other hatcheries with much better customer service. This was the first time I purchased from this hatchery. It will be my last. Mind you I am an experienced poultry woman.Business response
07/18/2023
Unfortunately, we have noted on the breed ordering page that there is no guarantee on shipments of peafowl (enclosed snippet of this). This is also noted in our terms and condition hyperlink to our guarantees and policies that we offer no guarantee on them. They can be delicate to ship and tough to raise to adulthood. Upon checking notes from the rep spoken to, notes state we tried to discuss care and the temperature was not being monitored correctly and no heat lamp was provided for them. Our representative was following protocol in providing care to help determine what may have happened and also by telling her about our no guarantee policy. In a later phone call, we offered to provide the owner's email to discuss this with him and she refused to take it. Mail order birds need a little more tlc to recover than locally sourced or personally hatched and raised chicks.
I'm very sorry but due to our No Guarantee on peafowl stated in multiple places on our website, we are still unable to offer a refund on these losses.
Customer response
07/26/2023
I did provide a heat lamp and of course followed instructions. I only have 4 chicks left. No peafowl. I suspect there are issues with the stock. Other hatcheries offer refunds. This one doesn't because they must know something is awry with their stock. Never again will I purchase from them.Initial Complaint
07/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Three out of twelve has beak/foot problems..Business response
07/03/2023
The customer reached out on 6/16/23 about this and our representative requested pictures so that we would be able to refund under our quality guarantee. We never received any pictures until yesterday through our social media account. We've still requested pictures of the other birds she has had complaints about but have yet to receive them. This will be refunded once we can confirm all reported complaints and take extras sent into consideration.Initial Complaint
06/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a $70 bird that was sick and on deaths door at arrival. It died in less than 12 hours. Nothing is being done about it. And I’m out money due to their negligence and lack of customer satisfaction.Business response
06/12/2023
Unfortunately, the bird in question is a "purchase at your own risk" breed. This is stated clearly before our customers order peafowl. This means we do not offer a guarantee/refund/replacement on shipments of them. This is our policy that is outlined on the breed page and this was explained via email with our customer. Attached is a snippet from the breed page. Although we are very sorry that this was not a great experience, we will not be offering a refund at this time due to our policy on no guarantees on peafowl.Initial Complaint
05/02/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order by phone. They said they would ship it to my address and send me a confirmation email. I received an email but still haven't received my order. I called and they said to wait a few days. I received a call this morning from them that I had to go pick up the order from the post office. I said no I paid them to ship it to my house. I asked to cancel the order. They just keep hanging up on me. I now have no order and they have my money.Business response
05/04/2023
We will not be issuing a refund as the customer received his birds. Our emails to the customer explain they are to be picked up at the post office however, after multiple calls screaming at and threatening lawsuits against our staff the post office had already delivered his birds to his house. We will not be issuing a refund. Tracking is included in the attachment provided.
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Customer Complaints Summary
16 total complaints in the last 3 years.
5 complaints closed in the last 12 months.