Complaints

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.

• Initial Complaint

  Date:05/05/2025

  Type:Delivery Issues
  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 received this whale/shark stuffed animal as a cute birthday gift. The tracking information came attached to it. This part was rather easy and Id give rave review on trying to get the tracking set up..no problems at all.The problem comes in where this animal hasnt been successfully tracked since April 30th 2025. I reached out and got an answer from miles the manatee that was this happens sometimes and if after a few weeks if theres been no activity they will dive deeper into it. I explained this was less than satisfactory answer- so he sent me to customer service who responded in an email stating the same exact thing. Sometimes these animals dive really deep and the satellite cant get a signal, we are sorry about this- however if theres no tracking after 2 weeks, reach out again and we will dive further into it, seeing what the problem is. Meanwhile the $50 spent was for nothing. I could have shredded a $50 bill and had the same results at the end..nothing. Im very disgusted that it seems nothing can be done. I keep getting the same answer from every single person I email.

  

  Business Response

  Date: 05/05/2025

  We understand how frustrating it can be when tracking doesnt meet expectationsespecially when the animals movement appears to stop shortly after receiving a gift.
  Its important to note that wildlife tracking can be unpredictable. These animals are not confined or controlled, and tracking signals can be delayed or stop altogether for a number of reasons, including deep dives, long-distance migration, or signal interference. Because of this, we include a general guideline to wait up to two weeks before further investigation, as this timeframe often resolves most tracking lags without needing intervention.
  
  If the individual could provide the email address used when setting up the app, wed be happy to look into the specific whale shark assigned and provide an alternative to track if necessary. Were committed to offering a meaningful experience while supporting wildlife conservation.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23286412
  
  I am rejecting this response because:

  I do not think its fair that after the gift was purchased it was ***** plus shipping and you are asking me to just simply wait 2 additional weeks from April 30th, 2025 and then the exact words used multiple times is after 2 weeks we will dive in and see what is going on so I am assuming that would take at least another week.

  my email used to sign up was ********************** and the shark is Teluk.

  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 05/06/2025

  Hi ***, 

  We completely understand your frustration, especially when a gift is involved and you're eagerly hoping to see regular updates from Teluk.

  Weve looked into Teluks tracking history, and its worth noting that he has had similar pauses beforetypically around 710 dayswhich happened twice just as recently as last month.  These gaps are actually quite normal, especially for marine animals, whose tags can be affected by environmental conditions like water depth, weather, or signal interference.
  As mentioned previously, we generally give the animals at least two weeks to update. This guideline is based on our experience and is meant to account for those natural tracking delays. Many of our animals dont transmit data daily, and their journeys can be unpredictablewhich is part of the beauty and challenge of wildlife tracking. That said, we understand that waiting isnt ideal, particularly when you've paid for something special.

  Please rest assured, if Teluk hasnt updated in more than 2-weeks, our team will absolutely take the next steps of replacing the animal for you.  In fact, our Fahlo app is designed to make things easy for youit will automatically notify you and offer a replacement animal to redeem with just a simple tap.

  We appreciate your patience in the meantime, and were here to support you however we can.

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23286412
  
  I am rejecting this response because:
  I just want this ticket closed. I am beyond frustrated.
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:05/05/2025

  Type:Customer Service Issues
  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.

  In 2024, I purchased a mystery bracelet from Fahlo and received tracking information for red wolves. After doing my own research, I discovered that the wolves were deceased; something that was not disclosed at the time of purchase. Many customers were unknowingly tracking dead animals, and this revelation caused significant distress.Because of my personal effortsincluding contacting *** ******* with the Red Wolf Recovery Program, Fahlo eventually added a disclaimer about how red wolves are tracked. However, this update came only after public upset, and not proactively from the company. This felt like damage control rather than transparency.Fahlos lack of openness doesnt end there. The company fails to clearly state where its products are made or under what working conditions. Through independent research, I found that charms are manufactured in ***** by a family-run company, but this is not disclosed on their website or packaging. Theres also no information on whether materials are ethically sourced or environmentally sustainable.Customer service is extremely poor. Replies are often automated and generic, and theres no direct phone support. When legitimate concerns are raised, they are brushed off or left unaddressed.Worse, reports have surfaced that someone associated with Fahlo wanted to personally call a customer based on what they had found out about the company, an alarming and inappropriate way to handle criticism.Fahlo markets itself as a conservation-driven company, but behind the scenes, it lacks transparency, accountability, and respect for its customers. I urge the ******************** to look into this companys practices and hold them accountable for misleading and unethical behavior.

  

  Business Response

  Date: 05/05/2025

  Regarding the red wolf tracking: The red wolf is the most endangered mammal in *************, with fewer than 20 known individuals remaining in the wild. Because of this, our conservation partner  AZA SAFE: Saving Animals From Extinction Red Wolf  has authorized the use of historical tracking data to honor and tell the story of these animals. This approach is outlined on our product pages under the details section. Live or delayed tracking is not an option for this species due to the critical importance of protecting the few wolves that remain. The historical data shared is accurate and intentionally chosen to raise awareness while preserving the species' safety.  Without using historical data, we would not be able to include red wolves in our program at all.On the topic of product transparency: Our bracelets are made from natural stone or glass, strung with biodegradable TPU (surgical-grade elastic). Our plush animals are made from a combination of recycled polyester and polyester, with internal stuffing made from recycled water bottles. These materials are listed on our FAQ page, and we are currently investing in further sustainability efforts across our product line.We are also actively reviewing ways to provide the exact number of animals available during Mystery Launches as an exclusive benefit for members of our *************** This level of visibility is one of the ways were improving transparency and responding directly to customer feedback. **************** is available via email, live chat, and voicemail. For phone-related inquiries, customers may leave a message and request a callback. A specific situation was referenced regarding a phone call offer this was made by our Director of Customer Experience in response to direct feedback, with the intention of having a respectful conversation and improving based on that input. The offer was declined, and no further contact was made. It is standard for us to take feedback seriously and seek solutions when possible. Regarding the Fahlo Protection Ping: This system was developed in coordination with our nonprofit partners to protect the safety of the animals being tracked. Depending on the species and partner requirements, tracking data may be live, delayed, or historical. This information is clearly communicated on each animals product page and is an intentional part of how we help ensure wildlife safety. As for the request for a refund or store credit we are happy to accommodate that. However, we were unable to locate an order under the provided name or contact information. If the customer can supply an order number or the email used at checkout, we will process a refund or provide store credit accordingly.

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23280231
  
  I am rejecting this response because:
  
  Thank you for your recent response regarding the red wolf situation connected to Order #*******, totaling $40.89. While I appreciate the attempt to address the issue, I must respectfully decline the resolution offered at this time.

  I am requesting either a formal apology from Fahlo regarding the mishandling of the red wolf release or a public acknowledgment; preferably a post or message directed to the exclusive HERD groupthanking those who brought the matter to your attention. Specifically, the disclaimers now visible on your platform only appeared after I personally reached out to *** *******. Prior to that, there were no such disclaimers in place, leaving customers uninformed and confused. HERD members like myself were directly responsible for initiating that correction, and we deserve transparent recognition. While customers are still devastated that the wolves are no longer alive, now there is proper disclaimers in place to explain why. This would not be the case if it was not for those who deeply cared about the mission of Fahlo, and others who love Fahlo the same way we do. 
  Additionally, I am uncomfortable with the suggestion of a phone call with a Director of Customer Experience. Without a record of that conversation, it opens the door for miscommunication or a lack of accountability. A conversation that is not recorded or documented can be interpreted in many ways, and that does not provide the kind of transparency or resolution this situation calls for.
  I am not seeking to create hostility, but I do believe its reasonable to ask for clear acknowledgment when a community helps improve a product or service. Please consider a public thank-you or a written apology to bring this matter to a more satisfactory close.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  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 ordered a dolphin tracking bracelet from the Fahlo website. The website only shows bottlenose dolphins. Nowhere on the website does it state that the dolphin you would be receiving to track wouldnt be a bottlenose dolphin. When I received my bracelet just now I received a pilot whale. If I wanted a whale I would have ordered a whale. Im feeling incredibly ripped off right now

• Initial Complaint

  Date:03/14/2025

  Type:Sales and Advertising Issues
  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 ordered 4 items from the Fahlo website and spent almost $100. I received an email March 11th telling me that my package was delivered. It was NOT. I have Ring and Simplisafe cameras that can prove it was never delivered. There is no phone number for customer service so I had to email back and forth several times before they finally agreed to send me a reshipment. This morning instead of a reshipment, they again sent me emails stating that my package had been delivered March 11th. This can be PROVEN untrue. At this point they have robbed me of $100.00. There is not even a phone number to speak to someone in person. I want the items I paid for.

  

  Business Response

  Date: 03/14/2025

  HI ********, 

  We're so sorry for all the trouble you're having with your order!  There is a waiting period protocol for orders stating delivered but not received.  **** does not always deliver on the date it shows on the tracking, but rather scans it ahead of delivery.  It can take up to 3 days to finally be delivered.  We understand how frustrating that can and we apologize for the inconvenience this has caused.  We most certainly did have the order reshipped for you!  I'd be happy to further assist you and provide you with the tracking information.  Please email me directly at ******************************** and we'll make this right! 

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23066448
  
  I am rejecting this response until I receive the package. As long as I receive my order I will be satisfied, but I actually need to receive it first. 
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 03/19/2025

  Fahlo has personally reached out the customer and provided the tracking information for the reshipment of the order.  The order was shipped to the address the customer verified as the correct address.

  Here is the link : **************************************************************************************************

  The package is set to arrive in a couple of days.

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23066448
  
  I am rejecting this response because:
  I still havent received replacement items. 
  Sincerely,
  
  ******** ********

  Customer Answer

  Date: 03/24/2025

  I received my package Friday. Im satisfied with the resolution. 

• Initial Complaint

  Date:03/13/2025

  Type:Delivery Issues
  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 daughter purchased a bracelet to track a gorilla through the app the app is telling her that she does not have access to manage her own account it also will not provide tracking or shipping confirmation information only an order number and a status that it was out for delivery on March 7th nothing has arrived she cannot contact anybody there is no one to ask to track this package nor is there a tracking provided only in order number any text message order confirmation

  

  Business Response

  Date: 03/13/2025

  Hi *********, 

  Thank you so much for reaching out regarding the issues with your order! I can see that it was placed using a phone number.  We apologize for the confusion but the app account does not share order history.  Only the online account will provide this information, once activated with an email address.   I'd be happy to help you with your order and figure out why it has not arrived.  We will make sure to make this right!  

• Initial Complaint

  Date:12/22/2024

  Type:Delivery Issues
  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.

  In early November I ordered 5 bracelets and tracking cards for $16.95 each and one plushie and tracking card for $29.95. When I received the email stating they were being shipped I saw that two bracelets were not correct and I emailed FAHLO about the incorrect bracelets. I received the order November 16 . I emailed FAHLO about the problem again on November 17 ,18, 19.I received an email from them to return the incorrect bracelets. According to **** tracking FAHLO received the incorrect bracelets December 2, 2024. December 12 and 14 I again emailed FAHLO because I had not heard from them and had not received the correct bracelets. Again FAHLO asked me for and again I emailed the order number, date, with the **** tracking ************ is December 21, 2024. I emailed FAHLO again. Two of my Grandchildren will not get their present from me at our family Christmas celebration on Christmas Eve because FAHLO has not returned the correct bracelets. The resolution I want is to have the bracelet delivered to my address December 23, 2024. I will not be home December 24.

  

  Business Response

  Date: 12/24/2024

  Hi ****, 

  We apologize for the misunderstanding with your order and frustration this has caused.  We do see an agent was able to help you and reshipped the 2 bracelets you intended to order originally.  Your order was delivered on Saturday December 21st, right on time for Christmas to give your grandchildren:  ******************************************************************************************

  If you need anything else please reach out to me directly at ***************************************************************

  Customer Answer

  Date: 12/26/2024

   
  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:12/22/2024

  Type:Delivery Issues
  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 placed an order on December 2. The item supposedly shipped via ***. They made me wait a couple of weeks before they would look into. When they did they advised the package was lost and would send a replacement, this time via ****. That package has sat for 4 days without movement. I have reached out to them via email and ******** messenger and they have now stopped responding. This was purchased as a gift for our 8 year old nephew in the *** as we are in ****** and they wont be coming home for Christmas. Just wanted this to be delivered in time and update me and respond. Their website has showed next day delivery for a few days, they cant even get 2 separate deliveries from 2 carriers right! Talk about false advertising.

  

  Business Response

  Date: 12/23/2024

  Hi *****, 

  We are so sorry to hear the trouble you had with our response time and order.  I see that the reshipped we made with **** did update and will be delivered today!  We apologize for their delay as well, as we are all experiencing heavier volumes and just trying to get everyone's orders to their homes before Christmas!  If you need anymore help please reach out to me at ******************************** .  Thank you!

  Customer Answer

  Date: 12/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  While the item was finally received, they are TERRIBLE at responding and helping out the customer.  They stopped responding to my messages altogether and supposedly sent the item 3 times to try to resolve.

  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/05/2024

  Type:Product Issues
  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 received the bracelet for Christmas. Worked fine for about 3 months then i got a notice to update and when i tried to update nothing worked so now I can no longer track my turtle. How can we fix this?

  

  Business Response

  Date: 04/05/2024

  Hi *******, 

  We are sorry to hear you're having issues with your turtle tracking.  We'd be happy to help!  Please email me directly at ******************************** to look further into this for you!

• Initial Complaint

  Date:01/02/2024

  Type:Product Issues
  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.

  We went to the Aquarium in ******, **, ticket attached, on 11-20-23. We purchased one of Fahlo's bracelet and within an hour it had broke. Also when we scanned the animal to track it was not tracking. Of course my daughter was upset about the situation, as any child would be. I contacted customer service to get a replacement bracelet and a new animal. They did give a new animal but would not send a new bracelet. They did offer a coupon for my next purchase. I purchased 3 more from the company however the coupon would not work because they were having a promotion buy 2 get 1 free. The order was placed on 12-11-23. On Christmas day my daughter opened her bracelet to find that 2 of the 3 animals were not tracking. I immediately contacted the company to express my dissatisfaction once again, and they asked for numerous items including proof of purchase and pictures of the animal cards. I provided these items and was told today that nothing can be done because I am out of their 30 day return policy. I purchased them 12-11-23, I am not out of the 30 refund policy. I am absolutely dissatisfied with this company and will never buy from them again. They have disappointed my child several times claiming to track animals and they do not even work. The customer service is below standards. We have bought over $50 of product from them and none of it worked, the cards of the animals that are not working are useless and they offer my free shipping on my next order. I will never buy from them again and encourage others the same. I have been dealing with ****** through email on both matters, he requests information and taking days to respond. Why request the information if you are not doing anything. Waste of time and effort.

  

  Business Response

  Date: 01/03/2024

  Hi ********, 

  We are so sorry for the experience you have had!  I'd be happy to make this right!  I'll be reaching out to you directly to further assist you!  

• Initial Complaint

  Date:01/02/2024

  Type:Delivery Issues
  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.

  Ordered a bracelet on Dec 7 for my granddaughter for Christmas and have not received it. Tracking information says label created every time I check. Sent email asking where it is and got a blanket reply. My credit card was charged on the day I ordered it. I just want my bracelet or my money back!

  

  Business Response

  Date: 01/03/2024

  Hi *******, 

  We are so sorry your order has not been delivered yet!  I'd be happy to ****** the order for you!  I'll be reaching out to you directly to make this right! 

  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,
  
  ***************************