ComplaintsforPetRevolution

• Initial Complaint

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Date of transaction January 14, 2021. Payed $182.42 for 3 chinchilla wheels 2 of the 3 are cracked and basically trash now. From the Etsy listing description " We have the BEST, safest, quietest Handmade Wheel on the market, the affordable alternative to expensive big chain wheels! <3We are very proud of our Bestseller truly Silent wheel, with our innovative and strong bearing mechanism design. It has withstood the test of time and we FULLY back our wheels 100%." I contacted them December 14, 2021 to tell them 2 of the 3 chinchilla wheels are cracked I told them I could send pictures if needed they said to so I sent them and then they quit replying until December 17th and said they will contact me that Monday because they were sick with covid well it was Tuesday December 21st and still hadn't had a message so I just sent a message in case my messages were lost in inbox and I sent another message December 28th because I felt like they were intentionally ignoring my messages because they don't want to fix the issue and I didn't receive a message after that until December 30th today. Where they told me I was inconsiderate and rude and basically told me I was an awful person and to go to Amazon next time and that they were willing to work with me and now they're not and to do what I have to do. I want these wheels to either be 100% refunded or both wheels completely replaced with new ones I gave this business 2 weeks to somehow fix this issue that is still not fixed the wheels are very very loud since they're cracked they're supposed to last years with no issues these wheels haven't even lasted a year. They're also supposed to be 100% silent. The listing says they 100% back they're product. The wheels being cracked is also a hazard to my chinchillas because it could hurt them if they're tail or anything got pinched when they're running on the wheel.

  Business response

  02/25/2022

  Business Response /* (1000, 14, 2022/01/27) */ We were sick with covid for over 15 days and on oxygen. I communicated this with the customer. There is no warranty on the Wheels. The crack is from chinchilla urine on the metal and/or wobbly cage wire that will put extra pressure on the mechanism. A year of neglect would cause it to crack. This is the first time it has ever happened and I fully take care of my customers. In this case, I will not tolerate such rude and inconsiderate behavior, as we almost lost our lives from covid. What a horrible world we are living in. Consumer Response /* (3000, 16, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not except this response because the problem with the wheel cracking was clearly not from urine on the wheels it looks like the bearing system was mounted too tight cause a small crack the owner didn't see they sent it out and it got worse that's not fair to me to be out of that much money for something that obviously wasn't my fault for cracking and 1 of the wheels is not cracked at all so obviously it's not anything I'm doing wrong. Also I was being ignored several times and there was no indication that the shop owner wasn't doing anything due to covid the shop information said nothing about delays or not taking orders due to covid nor did there Facebook page say anything about covid either. I actually own my own business as well and I never would've acted like that to a customer especially after they gave me business that they could've went anywhere else I was being more than kind waiting over a week for a reply even sent a message between that period just to make sure my messages weren't lost and got ignored again obviously anyone is going to be mad when they spent that much money on something that states it will last years and then it doesn't even last a year and get ignored several times over the issue. Stating something will last years then it doesn't is false advertisement I bought these thinking I wouldn't have to replace them then they didn't even last a year also very rude and inconsiderate the shop didn't even care much about the matter when it could've injured or killed one of my chinchillas with them being cracked like that. I just wanted some way of these being fixed so I'm not out of all that money I wasted on these wheels I'd even be fine if the shop owner would just send the pans themselves with the holes so I can put the bearing system on myself or I'd exchange if they would like to see them in person.

*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. ↩