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Business Profile

Jewelry Stores

Fahlo
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

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 Complaint

The 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/02/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 5 bracelets from Fahlo for Christmas. The elephant hasn't moved since August 28, unknown year. I purchased a gorilla and after no movement was then told we can't physically track them. , "he Gorilla is now Fahlo's most uniquely tracked animal! The gorillas are not physically tagged, so tracking consists of teams of researchers following the trail of the gorilla groups they monitor, until they find them each day! The tracking teams carry GPS devices to gather and record information. However, some gorillas are not habituated to the presence of human observers, so our teams follow them one day behind, using signs such as feeding remains and night nests to determine their movements. Sometimes, it can take the team several days to reach the gorilla groups they monitor, so the tracking range can vary from daily to a couple of days apart! The teams also set up remote camera traps to monitor the gorillas that passed through the areas. This gives them a better estimation of how far ahead they are and the distance of the trails they'll need to follow to arrive at their next location points! If and when the tracking teams reach the gorilla groups, they keep a distance, to not disturb their natural habitat and movements. They'll observe their health and behaviors to collect as much data, then leave the area undisturbed, so the Gorillas can carry on with their daily journeys!Mon 7:06 PM" This was NEVER on their web site, they make it sound like you can log in and see where your animal is. From all the other similar complaints this company is beginning to sound like a scam.

    Business Response

    Date: 01/03/2024

    Hi ***, 

    We are sorry for the misunderstanding!  We do have this information regarding our gorillas on the website!  You can see their updates daily on the Fahlo App Tracker.  The tracking updates are accurate for both animals and provided by our wildlife organizations.  Their are protocols on how each animal is tracked in order to keep them protected.  I'd be happy to assist you further and will be contacting you directly!  

    Customer Answer

    Date: 01/04/2024

     
    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,

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

  • Initial Complaint

    Date:12/28/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 ordered a bracelet on November 25th for a Christmas Present and the order shows on its way from Fahlo but the tracking number with dhl shows no results (like it doesn't exist) and it still hasn't arrived. I emailed them on 12/19 with an auto email response, but no follow up.

    Business Response

    Date: 12/28/2023

    Hi ******, 

    I'm so sorry for the delay!  I will email you directly and I've already processed a reshipment for you!  

    Customer Answer

    Date: 12/28/2023

     
    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,

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

  • Initial Complaint

    Date:12/27/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 4 animals for Christmas for my grandkids to Fahlo. When I activated them their trackers were either dead or had fallen off the animals. I emailed them to try to get some kind of replacement so my grandkids wouldn't be disappointed but they keep avoiding the issue and trying to get me to activate another animal that was mine and not included in this situation. I would just like them to acknowledge the fact that they are selling false information.

    Business Response

    Date: 12/28/2023

    Hi ***, 

    We are so sorry for the trouble you are having tracking the animals!  I'd be happy to help!  I'm emailing you directly to rectifiy this! 

    Customer Answer

    Date: 12/29/2023

     
    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,

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

  • Initial Complaint

    Date:12/27/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    The beginning of 10/23 I purchased one loggerhead sea turtle bracelet. Received the bracelet and started tracking *******. All was well for a month & then suddenly I could no longer track her (she was in ***********). After trying numerous times I uninstalled & reinstalled the app, still nothing. Sent email to Fahlo stating my problem, their response was transmitter might be dirty so that it won't transmit. They said to wait a couple of weeks and if the tracker still wasn't working to email them back. 12/13 I contacted them again as ******* was still **** Fahlo response was that due to holiday they have too emails to respond to and would contact me in order of emails. Today is 12/26 and still nothing...would like a replacement as clearly my turtle is no longer being tracked

    Business Response

    Date: 12/28/2023

    Hi ****, 

    We're so sorry about this!  I'd love to help you with getting another Turtle to track!  I'm emailing you directly with a replacement!  

  • Initial Complaint

    Date:12/27/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 ordered several of the sea turtle bracelets for Christmas with the understanding that each bracelet has its own unique sea turtle that it tracks. Fahlo claims that each bracelet has its own sea turtle. I was very disappointed when I found that 2 of my bracelets were tracking the same sea turtle.

    Business Response

    Date: 12/28/2023

    Hi ********, 

    We are sorry that you received a duplicate animal!  You should've received 2 different ones and this was just a human error.  I'd be happy to replace it for you!  I'm emailing you directly to further assist you! 

  • Initial Complaint

    Date:12/27/2023

    Type:Delivery Issues
    Status:
    Answered
    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 ordered 3 bracelets on December 2nd. I have reached out multiple times and only received generic automated responses. These were Christmas gifts for my daughter and mom. There is still no tracking or contact from Fahlo regarding the status of my order. I went ahead and ordered them again on Dec 20th with expedited shipping so that I would have them in time. Figured I would return the others when they arrived. Fahlo did email me to tell me 1 was out of stock and if I would want a replacement or refund. I asked for a refund and also asked what the status was of my other order. All I got back after that was a generic automated notification. Not only is my new order arriving after Christmas; even though I paid for expedited shipping; which the site promised would be delivered for Christmas; I still have no idea the status of my original order on Dec 2nd. I just want a refund on my original order and can't seem to be able to get in contact with anyone at Fahlo.

    Business Response

    Date: 12/28/2023

    Hi *******, 

    I'm so sorry about the trouble here!  I'd be happy to help!  I have emailed you directly to make this right! 

  • Initial Complaint

    Date:12/27/2023

    Type:Product Issues
    Status:
    Answered
    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.
    never got product

    Business Response

    Date: 12/28/2023

    Hi *****, 

    We are sorry to hear this!  I've emailed you directly regarding this! 

  • Initial Complaint

    Date:12/27/2023

    Type:Delivery Issues
    Status:
    Answered
    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 ordered 3 bracelets on Dec 3. Was told the order was lost the first time. They finally found it and said 1 of the e was on back order and changed it and waited for email confirmation. Said they would be arriving BEFORE Christmas. Spoke with someone who was going to "expedite shipping" received email saying TWO of them would be here on the 26th. I want them returned and refunded. I have wasted DAYS on this problem!

    Business Response

    Date: 12/28/2023

    Hi ****, 

    We're so sorry about this!  I'm emailing you directly to make this right! 

  • Initial Complaint

    Date:12/27/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 sent an email about the repeated species being received. After several days I got an email that seemed pre-drafted, they also did not fill in the blanks of this email. So it was missing the attachment that it stated it had. Also the response had nothing to do with my complaint. Their email was apologetic for missing the name cards but I was not missing anything.

    Business Response

    Date: 12/28/2023

    Hi ******, 

    I'd be happy to help you with this and so sorry for the wrong response!  I just emailed you directly! 

  • Initial Complaint

    Date:12/27/2023

    Type:Delivery Issues
    Status:
    Answered
    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 ordered 6 bracelets for my grandchildren on December 2nd and still have not received any sort of update as to where they are! No shipping confirmation or anything. It's been 20 days and when I try to track my order on the website, it says my order number doesn't exist. I need these bracelets before Christmas! I have tried contacting the company multiple times by email and through their customer care chat which i waited on for over an hour on their website! No responses. Is this website a scam?

    Business Response

    Date: 12/28/2023

    Hi **********, 

    I'm so sorry about this!  I see your order was shipped but I will email you directly to further assist you and make this right! 

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