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:04/19/2025

  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.

  Company is a scam, dont even have the products they are selling. This company takes your money and ships nothing for 30+ days, if they ship at all. Contacted what they call "customer service", given false promises and excuses. Will be contacting Oregon District attorneys office on Monday, to report fraud.

  Business Response

  Date: 04/19/2025

  Hello

   

  Thank you for reaching out. We sincerely apologize for the experience you've had and understand your frustration regarding your order.
  Upon reviewing your case, I can confirm that part of your order was successfully delivered using tracking number ******************************. Additionally, a portion of your order has already been refunded to your original payment method.
  We deeply regret any inconvenience caused by delays or miscommunications from our customer service team. Please know that we take your concerns seriously and are committed to improving our processes to deliver better service.
  If theres anything further we can assist you with or if you have additional questions, please dont hesitate to contact us directly . We value your feedback and appreciate the opportunity to make this right.

   

  Sincerely,
  Talis-us

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair 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.

  Bought March 10, 2025 Paid $38.57 $12 of that was for fast shipping.I have contacted them several times and they keep saying it will come in the next few days.

  Business Response

  Date: 04/10/2025

  Hello

  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.  
  After reviewing your order, we noticed that while the product is currently in stock, you contacted our customer service team and requested to cancel the order. If this was done in error or if you'd like us to proceed with shipping the product, please let us know as soon as possible, and wed be happy to assist.  
  If you have any further questions or would like to reinstate your order, please dont hesitate to reply to this email or contact our team directly at Customer Service

  Thank you

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair 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 purchased a light for my parrots cage on January 1st 2025. Around 5 times ive inquired about the shipping and when the item would be delivered. Every time I get a response its always its stuck at the warehouse or it hasnt shipped yet. My last email was last week and their reply was it will be shipped the next few days. I finally after three months and a couple weeks, I did get a shipping tracking number. That tracking number shows it was delivered to ***********, ********* on march 17th which is not my address. My shipping address is clearly stated on their website.

  Business Response

  Date: 03/19/2025

  Thank you for reaching out and bringing this matter to our attention. I sincerely apologize for the inconvenience and frustration this experience has caused you.
  After thoroughly reviewing your case, its clear that there was an error in the delivery process, and the package was not sent to your correct address. To resolve this, we have issued a full refund for your order. Please note that refunds can take 3-7 business days to reflect in your account, depending on your bank's processing time.
  We take situations like this seriously and will be investigating this issue further to ensure that it does not happen in the future. If you have any other concerns or require further assistance, please do not hesitate to contact us directly at [support email or phone number].
  Thank you for your understanding and patience. We value your business and hope to have the opportunity to serve you better in the future.
  Best regards,

• Initial Complaint

  Date:03/18/2025

  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 purchased a double light fixture with bulbs for my chameleon. Both bulbs worked, but only one side of the fixture worked. The shipping was incredibly slow to ship, which was fine but the first red flag. After we received the fixture, I emailed and notified them. Their customer service is subpar at best, and barely respond. They only give 30 days for a refund/replacement, but do not respond when asking for one. The last email I received was thanking me for my video and how they had to give it to their factory team first and told me to wait for their response. That was 6 days ago. They're slowly eating away at my 30 days with shipment time and their delay in responding. Nearly $200 down the drain pretty much.

  Business Response

  Date: 03/18/2025

  Thank you for reaching out to us and sharing your concerns. We sincerely apologize for the inconvenience caused by the faulty fixture and the delays in both shipping and communication. Your feedback is extremely valuable, and were committed to resolving this issue promptly.
  To proceed with a resolution, we kindly ask you to complete our Repair Request Form. Once submitted, our team will review your case, and if the product is confirmed to be broken, we will either send you a replacement or issue a full refund based on your preference.
  We regret the delay in responding to your previous email and assure you we are working to streamline our process to avoid such delays in the future. Please rest assured that your 30-day window for refund/replacement will be extended to account for the delay on our end.
  If you have any additional concerns, or if you need assistance completing the form, feel free to reply to this email or contact our customer service team directly. We are here to help.
  Thank you for your patience and understanding.
  Warm regards,

  Customer Answer

  Date: 03/18/2025

   
  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:03/11/2025

  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.

  November 2nd 2024 I ordered a product for $434.78 from ****** US #*****. Through SHOP and paid for by AFFIRM. The product showed available on their website.On November 17th I ordered a product for $36:24 #***** which arrived November 27th ( keep this date in mind ).Over a month later I contacted customer service asking about my order #***** They replied it will take another week or so.12/23/24 I reached out by phone they said another couple of weeks. (1800387-5643 )1/31/25 reach out by phone ( They are still waiting for shipment but I can cancel ) I decided to wait a bit longer.2/6/25 I went ahead and canceled still had not arrived at their warehouse and they explained it's coming from ******* and they do not know when the shipment arrives.2/16/25 Sent a email by Apple mail if the order has been canceled and Affirm refunded?2/17/25 Their response " Refund #***** order " Hello Yes we did, Sincerely Tallis-US The next couple of weeks I had been trying to resolve the issue with Affirm *********** for my refund. Today I spoke with them and they said the issue is closed because I received the product on November 27th, problem is the product I received that day was order# ***** for $36:24 not order #***** for $434:78. that was canceled on February 6th 2025. I have no idea why the mix up but if ****** did not have the product in stock why did they take the money. It is now March and the order was put in November 2nd 2024 and still not resolved.

  Business Response

  Date: 03/11/2025

  Hello

  Thank you for reaching out and providing detailed information about your concern. We sincerely apologize for the inconvenience caused and the delay in resolving this issue.
  We understand your frustration regarding the mix-up between order #***** and order #*****, as well as the ongoing challenges with the refund process. Allow me to clarify and outline the issue:
  Order #***** for $434.78 was canceled on February 6th, 2025, as confirmed in our email response on February 17th, 2025. However, the complication arises because there were two claims opened with Affirm for the same order.
  When these claims were opened, Affirm processed the funds twice, withdrawing them from our account each time. This has caused delays in Affirm's ability to reconcile and issue the correct refund back to you.

  Thank you

• Initial Complaint

  Date:03/01/2025

  Type:Service or Repair 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 placed an order on 2/12 and it was never sent. The only response that I get is an automated message saying oh should be sent in the next few days. It was supposed to arrive 3-5 business days.

  Business Response

  Date: 03/12/2025

  Hello

   

  UPS website shows order was delivered to you, tracking number 1ZC1B491YW65008031

   

  Thank you

• Initial Complaint

  Date:12/20/2024

  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 made a purchase with Talis-us on November 27th, 2024 for the Arcadia LumenIZE jungledawn led reptile fixture. Approximately 8 days later I emailed the company hoping to receive the tracking number for my item, only to then find out that the item they sold me was out of stock, conveniently, after charging me for 3 day shipping. It is now December 20th. I have yet to receive a tracking number or even notification that they've received my item from the manufacturer. I understand it is the holiday season and delays are to be expected, but it has now been almost a month since the order was made. This is unacceptable. Furthermore, the customer service is abysmal. You can expect to call and/or email at least 5 times to reach a representative, (if you're that lucky.) It is astounding that a company with so little concern for customer satisfaction is still operational. Do better.

  Business Response

  Date: 12/21/2024

  Thank you for reaching out to us and sharing your experience. We sincerely apologize for the inconvenience and frustration this situation has caused.
  We understand how disappointing it must be to have placed your order on November 27th with the expectation of timely delivery, only to face delays and challenges in receiving updates. We completely agree that this experience has fallen short of the service and communication standards we aim to provide.
  Unfortunately, the Arcadia LumenIZE JungleDawn LED Reptile Fixture you ordered is currently out of stock from the manufacturer, and the holiday season has resulted in extended delays in restocking. We take full responsibility for not communicating this to you sooner and for the lack of timely updates regarding your order status. Additionally, we regret that our response time to your inquiries didnt meet expectations.
  Given the delay and your dissatisfaction, we have decided to issue a full refund for your purchase, including the 3-day shipping fee. You can expect the refund to be processed within 35 business days. Once it has been issued, we will send you an email confirmation.
  We truly value your feedback and will take steps to improve our communication, inventory management, and customer service processes to prevent similar experiences in the future.
  If theres anything else we can do to make this right, or if you have further questions, please dont hesitate to reach out to us . We deeply appreciate your patience and understanding.
  Warm regards,

• Initial Complaint

  Date:11/26/2024

  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 am submitting this complaint against Talis US, a pet supply company based in ******, regarding a deeply frustrating and unacceptable experience.On October 27th, 2024 I placed an order through their website for a UVB fixture for my bearded dragon. The product was listed as "in stock," and full payment was taken at the time of purchase. However, over 30 days have passed, and the product has not shipped. Despite multiple attempts to contact the company, I have received no resolution. Instead, I have been repeatedly told the product would arrive "next week," only for nothing to happen.If the product was out of stock, Talis US should not have listed it as available or taken my payment until the item was ready to ship. This practice is deceptive and has caused significant inconvenience, as this fixture is critical for the health of my pet.Upon researching this company, I discovered that I am not the only customer to experience this issue. Others have reported similar situations where payment was taken for items that were not in stock, leading to long delays and inadequate communication.I believe these practices are unethical and unacceptable. Businesses should not be allowed to charge customers for items they cannot fulfill promptly, especially without clear and transparent communication. I request that Talis US be held accountable for this behavior and that this complaint be reflected in their BBB rating to warn other potential customers.

  Business Response

  Date: 11/30/2024

  Thank you for bringing this issue to our attention. We deeply apologize for the inconvenience and frustration this experience has caused you. At Talis US, we strive to provide a reliable and satisfying experience for all our customers, and it is clear we fell short of your expectations in this instance.
  After reviewing your case, we understand that the *** fixture for your bearded dragon, ordered on October 27th, was not shipped within the promised timeframe. Additionally, our communication regarding delays did not provide the resolution you deserved. Please accept our sincerest apologies for the lack of clarity and promptness in handling your order.
  To resolve this matter, we have processed a full refund for your purchase. The refund has been issued to your original payment method and should reflect in your account within bank processing 5-7 business days
  We take full responsibility for this situation and are actively reviewing our inventory and communication processes to ensure such issues do not occur in the future. Your feedback is invaluable in helping us improve and better serve our customers.
  If there is anything else we can do to address your concerns or assist you further, please do not hesitate to contact us directly. Once again, we apologize for this experience and thank you for giving us the opportunity to make things right.

• Initial Complaint

  Date:11/12/2024

  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.

  Placed an order for an under gravel filter for my fishtank build, the original order was placed on Oct 17th. After a week I still had not been notified of a shipment.I reached out to Talis to confirm the order would be shipped shortly. Upon contact Talis informed me that they did not have the ordered item in stock (even though the item was listed in stock at time of order) and it would be an additional 1-2 weeks before they would have the item in stock. Due to the delay I requested the order be cancelled and refunded.Talis confirmed the cancellation of my order and started a refund (via ******, my original payment source). HOWEVER, after a few days they cancelled my refund. So at this point it has been almost a month since my original order, I have a dispute opened with ****** to re-request my expected refund, and Talis has not responded to either my direct emails, or to the ****** dispute.

  Business Response

  Date: 11/12/2024

  I hope this message finds you well. I am writing to sincerely apologize for the inconvenience you've experienced with your recent order for the under gravel filter. I understand how frustrating it must be to have faced delays and issues with your refund, and I want to assure you that we're committed to resolving this as swiftly as possible.
  The delay in shipment was due to an unexpected stock discrepancy on our end. While the item was listed as available when you placed your order, we encountered an inventory issue that unfortunately led to the delay. We take full responsibility for not communicating this to you sooner.

  When a claim is opened with ******, the platform automatically deducts the amount in question, which means we cannot issue a duplicate payment. Rest assured, once ****** approves the claim, you will receive your refund.
  We appreciate your patience and understanding as we work through this. If there's anything else we can do to assist you during this time, please feel free to reach out directly.
  Thank you for your understanding.
  Best regards,

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22544825
  
  I am rejecting this response because:
  
  The issue is not resolved and the reasoning provided by the company to both points is invalid if not outright untrue.
  
  The first point that I would like to call out is that this issue was entirely caused by Talis' actions, the company decided without reason, or notification, to cancel ONLY the financial portion of the order/refund. They did not leave the order open, and then also leave the payment open, they closed the order, started a refund and then cancelled the refund, and did not notify me at all. 
  
  I want to hear from the business why the payment refund was cancelled without reason or notice in the first place. This action precipitated all of the following actions including this and other complaints, because the only reason I can glean from this action is that they are intentionally trying to keep the funds from an order they never planned to process.
  
  The second point of contention, is the lack of communication. I reached out multiple times to Talis, and the response was slow at best. Once negative reviews were posted they were able to respond quickly (within 1 day). This tells me that they don't want information out that this type of behavior must be consistent from their side. 
  
  The final point is their assertion that they cannot process my refund, due to ****** holding funds. Again, this is 100% caused by the business, if they had not cancelled the refund then the funds would not be held currently. Talis needs to take responsibility and process the refund immediately, even if that means they need to wait for the funds to be returned to them. I as the customer should not be out my funds due to their poor inventory management.
  
  The final call out is just that I don't believe that Talis ever intended to refund me, they never told me that they cancelled the refund, and only by digging in did I find out. This is a shady business practice, to knowingly hold a customers funds for an order you can't/won't fill. I should have got an proactive outreach from Talis when they realized they could not fill the order. I have driven all communication, and they appear only to respond to me raising multiple complaints across many channels. They could fully resolve this issue by processing my refund, send me a check, or otherwise returning my funds to me. Rather than take those actions they have only responded to my open complaints, but STILL never processed a single cent back to my account. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 11/18/2024

  Hello

  I hope this message finds you well. I'm writing to apologize for the inconvenience you've experienced regarding your refund. We attempted to process the refund twice, but unfortunately, it appears there was a technical issue preventing it from reaching your account.
  Currently, the refund is still pending. If you do not receive it within the next few days, please reach out to us. We are committed to resolving this situation promptly and can arrange to send your refund through an alternative method if necessary.
  Thank you for your patience and understanding. Please feel free to contact us with any questions or concerns.
  Warm regards,

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22544825
  
  I am rejecting this response because:
  
  The company in question has started another refund as of Nov 13th, though ******. This refund has still not processed. I contacted ****** to follow up on why I had not yet received my refund. 
  
  ******'s response follows:
  
  "Your refund is pending because the sender has issued a refund using an eCheque, which hasn't cleared their bank account yet. Once issued, an eCheck clearing process usually takes up to 5 business days to complete, but in some cases, it may take longer. The refund will appear in your balance with ******."
  
  And to my follow up around if the check does not clear the response was:
  
  "If the eCheque for your ****** refund with Transaction ID: *****************, dated Nov 13, 2024, does not clear, ****** will attempt to process the payment again within 3 business days. If the payment is declined a second time, it will be cancelled. Please note that your bank may charge a fee for declined payments. The payment status and the expected clearing date can be viewed in your Activity by clicking on the transaction."
  
  So at this point I still have not received a refund for the original purchase, and per ******'s response I have no guarantee currently that I ever will receive a refund. 
  

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

  Business Response

  Date: 11/30/2024

   

  Hello

  Ive reviewed the details of your case and am happy to confirm that your refund has been processed. Please find the attached documentation showing the completed refund, including the transaction ID and confirmation details for your reference.
  If you have any further questions or need additional assistance, please dont hesitate to contact us. Were here to help!

  Customer Answer

  Date: 12/02/2024

   
  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:09/27/2024

  Type:Service or Repair 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.

  Talis-us sent a reptile lighting fixture and bulb. Product arrived intact but would not work. Seller was contacted and a return label was sent. I repacked the item as it was shipped. Seller did not respond. Contact always made again and seller claimed bulb was broken but provided no proof. Asked for another unit to be sent and they sent an invoice to charge more shipping and for another bulb.

  Business Response

  Date: 09/28/2024

  Thank you for reaching out to us regarding your recent return of the reptile lighting fixture and bulb. We understand your frustration and appreciate the opportunity to address your concerns.
  Our records confirm receipt of the package; however, upon inspection, we found that the bulb was broken, which prevents us from properly checking the entire kit.
  Per our return policy (**********************************************************), if a product is returned and found not to be damaged, the return shipping charges are billed to the customer. This is why an additional invoice was sent to cover the cost of shipping and a replacement bulb. I wanted to inform you that we have sent back the kit with the reference number **************************. Please expect its arrival soon.

  We value your satisfaction and want to resolve this issue promptly. If you believe the bulb was not broken upon your shipment, please provide any evidence that might help us reassess the situation. Additionally, if you have any further questions or need additional assistance, feel free to reach out to us at ************************************************************************************.
  Thank you for your understanding and cooperation.
  Best regards,

  Customer Answer

  Date: 09/28/2024

   
  Complaint: 22347675
  
  I am rejecting this response because:

  Video and pictures were sent to seller of the defective product. Seller could have easily used a bulb (which they have stock of at their store) to test the unit but choose not to. So there is no evidence if it was the bulb or the lamp. They also provided no evidence of anything was tested. In addition seller has also indicated that they shipped a new unit but **** track only shows a label was prepared, not that a new unit was sent. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/03/2024

  Hello

  We understand your concerns regarding the testing process, and we want to assure you that we thoroughly examined the unit. While most customers find success after correctly installing the lamp, we went ahead and installed a new lamp ourselves, and the kit operated without any issues.
  Regarding the shipment of your replacement unit, we apologize for any confusion caused by the **** tracking status. We've initiated a Missing Mail search with **** to resolve this matter swiftly. We are committed to ensuring you receive your unit promptly

  Please feel free to reach out if you have any more questions or need further assistance. Thank you for your understanding and for being a valued customer.
  

  Warm regards,