ComplaintsforA&E Cage Company, LLC

• Initial Complaint

  10/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought an A&E cage from PetSmart. Upon unboxing it, I saw a plastic tray was broken and one of the back panels had misaligned holes. I sent two messages to A&E's customer service inquiring about how to receive replacement parts, but both messages went unanswered. PetSmart customer service has given me mixed messages, first saying I could get replacement parts from A&E and now saying my only option is to return the cage. This customer service experience has been incredibly frustrating, and I'd really like to hear from A&E directly. I'd prefer not to be wasteful in shipping back something that's damaged if I can just receive new parts for it, but I need a clear answer on whether that's possible.

  Business response

  11/10/2023

  **This email was originally sent direct to consumer outside BBB complaint-- copying here for transparency and to respond/resolve original complaint**

  Good afternoon, ****,
  My name is ****, and I am the **Commerce Account Manager for A&E Cage Company. I handle all our Online vendor accounts including PetSmart and work with them directly to resolve any customer issues.
  
  I wanted to reach out as we received notification from BBB that you were experiencing some issues with your PetSmart Order (our SO#******) and were frustrated with the communication you were receiving and wanted assistance from A&E ******** Let me first begin by apologizing for any inconvenience not only the damaged panel has caused but the issues surrounding the communication to get this resolved. I have been working with PetSmart on your case and had not received a response from them until this week.I also experienced some confusion when ******** had told me they were returning the cage to which I reminded them that while we did not have a panel readily available but did have the tray, we could ship the plastic waste tray right away and we could get the panel manufactured for you and ship it (we are currently within 4-6 month lead time for parts from our factory overseas) once it arrives. They then responded yesterday and apologized for any confusion and confirmed that you did want to order the panel.
  
  I am not sure if what if any of this was communicated to you but judging from your email to BBB you really wanted to work with us directly to get this resolved. I agree this is the best solution moving forward and look forward to working with you to get this resolved expeditiously. Can you please confirm that you would indeed like the panel ordered from the factory and the plastic waste tray shipped right away? If not, please let me know the resolution that would best suit you and your feathered friends needs.
  
  No matter what, we understand your frustration and really appreciate the opportunity to make this right for you. With that in mind, if you can please let me know what bird breed(s) you havewe would love to share some complimentary toys and treats with you and your family. Thank you for your time- I know this email was long but I wanted to be as thorough as possible. I look forward to your response soon. Have a wonderful night!
  

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

  A&E Cage Company

  ECommerce Account Manager

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

  Customer response

  11/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *****************

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a cage through A&E Cage. I received my cage and it was damaged. The sales person said that they would get back in touch with me to rectify the problem. It was almost 3 months before I received any word from them. I have emailed them numerous times and when they finally replyed, I was told that they were working on it. It's been a year now and I still haven't been able to use my cage. I did ask for a refund or a replacement with another cage similar that they had in stock but was told that when they advertise the cages they don't have them in stock. It's when people order them that they put in an order to their supplier and then they get the cages in. Sounds like false advertising to me. But I have asked numerous times to just be reimbursed or send me a replacement cage. I have heard nothing. I tried contacting the owner and still don't get any kind of response. If you look on their FB page it seems this is common accurance that is happening when there is a cage issue. I run a 501c3 organization for exotic birds and don't have money to throw away. I can't use the cage that I bought so it's no use to me.

  Customer response

  01/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.

  From: ********************* <*********************>
  Sent: Monday, January 9, 2023 11:48 AM
  To: **************************************************
  Subject: case 18610812

   

  Hello:    I would like to cancel my complaint for case 18610812.    I have confirmation that I am finally getting a replacement cage after waiting a year.

  Thanks for your help if any.

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

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

  
  
  Regards,
  
  *****************

*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. ↩