Complaints
Customer Complaints Summary
- 122 total complaints in the last 3 years.
- 12 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:12/14/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Received my order in a timely fashion. However, in that time I also received 10 emails begging for more money. I opened the package on Monday Evening and quickly realized they had messed up my order. I went to the site and sent an inquiry as to how to correct it. No RESPONSE. I emailed them early Tuesday Morning, NO RESPONSE. I commented on a Social Media Ad, that garnered a DM from their Social Media team requesting a picture of what I received, I responded with screenshot of my order from their initial email, and a picture of the 4 bracelets and uploaded them. Eternal Silence
Business Response
Date: 12/14/2022
Hey ******! Glad we were able to connect directly on ********* and get this made right :)Initial Complaint
Date:12/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Shark bracelet and tracker and my shark, ****, has not moved in like 5-6 days. I have seen a ton of complaints online about their trackers not working. I am honestly just happy to contribute money to a good cause, but would really like to know what the problem might be and if it can be rectified. I hope the shark is okay and that perhaps the tracker fell off. Any advice or help would be greatly appreciated.Business Response
Date: 12/12/2022
Hello! Trackers can sometimes not ping for up to a week or so! I'll reach out to you directly, and if they've stopped tracking replace :)Initial Complaint
Date:12/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My bracelet never showed up. Tracking had it sitting in LA for days and then never appeared in Las Vegas. It’s been 2 weeks I just want my money back at this point. Doesn’t seem like it should take 2 weeks to ship a bracelet from ***** to ******. But somehow Fahlo makes it happen.Business Response
Date: 12/09/2022
Hello! We can't control issues related to shipment but can make it right by reshipping! Will be emailing directly :)Initial Complaint
Date:10/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a bracelet October 16th 2022. I loged in to track my animal and the animal had not pinged since December3rd of 2021. Very dissatisfied and disappointed.Business Response
Date: 10/19/2022
Hello! That definitely shouldn't have happened. I'm worried you may have purchased from one of the scam copy sites.
Emailing you directly :)
Customer Answer
Date: 10/19/2022
Complaint: ********
I am rejecting this response because:
It was not It was not purchased from a website and it is my scan copy. It was purchased from an aquarium in person and 100% your company's bracelet. Also stated that you are going to respond by email and it's been hours and I have not gotten anything.
Sincerely,
******* **********Business Response
Date: 10/20/2022
Hello!
Our customer service manager **** emailed you on Tuesday! Should be from *******************. Please check your spam, and if you can't find it feel free to call us at ************ :)
Initial Complaint
Date:10/17/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased three bracelets: a lion, an elephant, and a penguin from Fahlo. I received them in a timely manner, but part of the appeal of the product was a portion of the price went to tracking animals for research purposes. Along with the bracelet I was to receive information about a specific animal, its name, and a QR code that I could use to follow their tracking. I did not receive that information for any of my bracelets. I have sent three messages on their contact line, but have received no response, and no information. I feel that I have given the company ample time to respond if they were going to.Business Response
Date: 10/18/2022
Hello! Our team is current on all emails so not sure what happened here, but we will be reaching out directly to take care of this right away :)Business Response
Date: 10/21/2022
Hey *****,
Please call us directly at 910-939-8150 so we can take care of this. It sounds like you did receive our email, so you can see we are trying to help!
Customer Answer
Date: 10/21/2022
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,
***** ********Initial Complaint
Date:09/26/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought my shark bracelet today (September 24th) and the last tracked location was on August 6th… I’m hoping something happened to the tracker and not the shark. i’m really upsetBusiness Response
Date: 09/26/2022
Hello! The tracker may have stopped sending signals. We will reach out directly and send you a new animal to track :)Customer Answer
Date: 09/27/2022
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,
****** *****Initial Complaint
Date:09/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
So me and my sister got a polar bear bracelet today and my polar bear was last seen sept. 11 and is 29 but has not moved at all. My sisters bear has moved but wasn't last seen untill jul. 4th and im worried both our bears may have died. Ive never bought one of these bracelets before so im not 100% sure on how long the tracking updates but i think both our bears have died so can you please figure something out for ous because we are disappointed about our bears.Business Response
Date: 09/19/2022
Hello! There is a popup that should be appearing on the bear's page saying that the tracking is temporarily paused. It actually starts back this month as researchers start tracking them again :)Initial Complaint
Date:08/16/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I got this bracelet with the tracker in august and it hasn’t moved since June.. very upset I can’t track a turtle..Business Response
Date: 08/16/2022
Hello! We use real animals being tracked by our partners for research, and occasionally the tracker can get knocked off, battery die, etc.
We are happy to replace this and will reach out directly :)
Customer Answer
Date: 08/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17724229, and find that this resolution is satisfactory to me.
Sincerely,
Charity CrossInitial Complaint
Date:08/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought an elephant bracelet yesterday at *** ***’s in myrtle beach, it’s august currently. The elephant hasn’t moved since April 12th. The bracelets still pretty cool just probably not worth the money I paid considering the elephant isn’t being tracked any longer.Business Response
Date: 08/15/2022
Hello!
We are happy to help here, and will be reaching out directly to get this resolved :)
Best,
******
Initial Complaint
Date:08/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased three of their elephant bracelets at one time, and was excited to track the elephants with the accompanying QR codes on the photo and info cards, that came with the bracelets. After multiple attempts, the QR code kept popping up with the same error message. I took a screenshot of it. I thought that maybe their system was down, so I waited a few hours and tried again. The same error message keeps popping up again and again. The deciding factor for these purchases was the ability to track the elephants. The bracelets were just a bonus to me. I have emailed the company regarding this, but have yet to receive a response or return instructions. I feel totally scammed and betrayed by this company, and want to protect others from also wasting their money.Business Response
Date: 08/08/2022
Hello!
We are current on all emails, and typically respond within hours, and always within 24 hours on business days. We somehow must not have received this but are happy to help. We will be reaching out directly :)
Thanks!
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