Complaints

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• Initial Complaint

  Date:07/05/2022

  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 placed an order on 6/26/2022 for $117.46. I ordered the Worm Ranch Kit and added on a rectangle Worm Blanket. I received my order on Sunday 7/3/2022 and followed the instructions provided. The worms weren’t responding as I had researched and I was alerted to the fact that the worms were Indian Blue worms(perionyx excavatus) and not Red Wigglers (Eisenia fetida) as I had expected. Different species. I tried to contact the company and had no reply, most likely due to being a holiday weekend. Hundreds of worms escaped and died, as I had received a different worm than expected. This is common behavior for Indian Blue Worms. On 7/5/2022, I contacted the company regarding receiving the wrong species as well as them sending me a circle worm blanket instead of a rectangle. I had a chat with Katie. I was told that the circle blanket would work for my bin. Offered a discount, but not to send me the correct blanket that I ordered. I was told that I ordered a “worm mix” kit and that I couldn’t return the used bin. I wasn’t alerted to the incorrect species until after it was set up. It appears that this company uses the term “red wriggler” to deceive the customer to think you are buying red wigglers. The”About Us” at the bottom of the page says that they specialize in red wigglers. My product description says that it contains”2000 red wrigglers”. Katie said “Red Wriggler is a generic term”. This wording misleads consumers. They could have used wording indicating Indian blue worm or mix, but instead used “red wriggler”, especially since the same page says that they specialize in red wigglers. I have not found any red wigglers, only Indian blue worms in my kit. Another product that they offer is a “Red Composting Worm Mix”, that page says it includes different species. I ordered the kit because it didn’t include the mix. I told them that I received the wrong blanket and wrong worms and would like a full refund. I was told that I couldn’t get a refund.

  Business Response

  Date: 07/12/2022

  Thank you for the opportunity to respond.  

  ******** ordered the Worm Ranch Kit that does specify Red Wigglers on that particular description, however,  Red Wiggler is a generic term for Red Worms.  See Below:  
  Red worms (also called red wiggler worms) are epigeic earthworms. This means, they belong to the ecological group of worms that are litter feeders, litter dwellers, pigmented, and small in size. Epigeic worms live in the top 12 inches of soil and they do not burrow. Red worms feed on organic decaying matter – they have been breaking down organic waste to make natural fertilizer for millions of years, and they are non-migratory. Although red worms are non-migratory, they are adaptable to many environments. There are over 1000 species of Red Worms.
  
  Other Names for Red Wiggler Worms
  Red worms are commonly referred to as Red Wigglers, Red Wiggler, Brandlings, Earthworms, Earth Worms, Redworms, Manure Worms, Trout Worms, Compost Worms, and Tiger Worms.
  Our site and our Company do not ever tell anyone that the worms we sell are all Eisenia Fetida as our description shows below. 
  *Your Worm order may contain several different compost worm species.(Eisenia fetida, eisenia hortensis,Perionyx excavatus). Not to worry!  Diversity in worm species is superior because they work all layers of the compost not just the top few inches. Giving you a better compost faster. This also gives an advantage in that as conditions change certain species will multiply as conditions become unfavorable for another keeping you with a constantly healthy composter*
  We call this the Composting Worm Mix mainly but they are in fact all Red Wiggler worms as that is basically a term that has been used forever for the small Red Worms that are litter feeders. 
  
  We have made it as clear as possible on our site that our Red Wigglers are a mix of species and not all one species of Red Worms.  We get asked all the time and we clarify as many sites have misleading information on worms and there are a lot of worm "experts" that cause confusion on this topic on line.  This is usually not a problem as we have sold this same mix of worms for decades.  
  
  I have attached photos of our description on our site.  This is under every worms selection. We do not provide the worm description on the kits because there is limited room and our worms are clearly described. We only sell two types of earthworms.  The Composting worms and the European Night Crawlers. 
  
  We will happily replace the blanket or refund her for that, however, that blanket can fit the bin with no problem. Her main complaint seems to be the species of worms.  

  Business Response

  Date: 08/05/2022

  Hello ****;

  In response to this complaint.  The customer did contact us on July 3rd (see attachment), she was not happy that she received what she called "blue worms" in the mix.  She did not say anything at this contact about them being loose or dead as it says in her complaint. All worms can be anxious upon arrival after shipping and will require a light to keep them down into the soil for the first day or two, this is clearly in the worm advisory that comes with the worms.  This is because they  are stressed. This is natural behavior for worms being shipped or disturbed.  We do have Perionyx Excavatus in our mix and that is in the description.  This is a Red Worm/Wiggler that has a bluish tint to it.  There is no other difference in the worms from the other species.  They are great composting worms. 
  
  This customer ordered our Worm Ranch Kit.  With that Kit, comes 2000 Red Composting Worms or Red Wigglers.  I have attached our description and some fact sheets regarding the various names that are given to red worms.  Red Wigglers are a generic name given to many worms in the surface dwelling worm family.  This is because they are not like Earthworms and do not burrow deep, but stay on the top where it is cool and moist and eat decomposing matter.  That is why they are perfect for composting bins and why we sell them for this purpose.  We call them our Red Composting Worm Mix as we do not have only one species of Red Worm/Wiggler.  We have three species of worm in our mix and do not guarantee any one species.  You will see our worm description, that it is very clear that they are a mix.  We have sold this mix for over a decade.
  Our Description is clear on the species of worms in our mix and we do not at any time say that we sell only one species.  Please see the attached Description.
  
  We have refunded this customer for the blanket, as we did send the wrong one to her in error.  We offered to ship her the correct one, but she declined.  The worms she received will certainly do the job of composting that she purchased them for and in no way did we mislead her to buying the kit.  It is her responsibility to read, and ask questions before purchasing items on line.  Our Customer Service department is available by chat, as you can see in her photos, and by email and phone 5 days a week.  
  
  We do not feel that a full refund for the Kit she purchased is in order as there is no defects, or reason why this will not function as is and as advertised.  As I stated, We do not guarantee one species of Red Composting Worms and she received a full refund for the blanket as that was our error.  
  
  Please let us know if you need any further information.  
  

  Erma 

  Customer Answer

  Date: 08/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  First, I did explain the issue with the escaped/dead worms.  After opening, I attempted to call(no answer).   I then sent a message to say that we received Indian Blue Worms.  I immediately put a light over the worm bin ( used several lights) but the worms still escaped.  On 7/5, I did a chat with customer support, which is when I told them about the escaping worms and that we were picking up hundreds/vacuuming up dead worms.  I was told to put in an air conditioned house.  

  I did research the different type of worms, which is why I was specifically wanting to purchase red wigglers (Eisenia Fetida).  You stated that I should have contacted the company prior to ordering.  However, I shouldn’t have to verify that I will receive the correct items stated in the product description.  The product description does not say “2000 Red Composting Worms or ReWigglers” as you said in your reply. 
  
  I would like the deceptive advertising to be addressed.  I have attached an article from your website dated January 22, 2010.  It explains the different type of worms.  In the article, it includes specific descriptions of The Blue Worm and The Red Wiggler Worm.  The Blue Worm states that it is “also known as the Indian blue worm” and  “Also known as Perionyx Excavatus”.   The Red Wiggler Worm is pretty specific in the description.  It states “one of the best worm species would be the red wiggler worms…(also known as Eisenia Fetida).   It is very specific in explaining the differences between these two worms.  I have attached the article and the description of both of these species.  

  Regards,
  
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