ComplaintsforFreebird Shears & Shear Gear Systems
Current Alerts For This Business
BBB files indicate Freebird Shears & Shear Gear Systems has a pattern of complaints and customer reviews concerning delivery of services and customer service issues. Consumers allege they are experiencing numerous billing issues and delivery issues.
Consumers allege:
• Goods or services for which payment has been made have not been delivered after an unreasonable delay
• An unreasonable delay in providing customer refunds
• The business fails to provide promised assistance or support for products or services
• Consumers also state they cannot reach the business or must keep reaching out the business to follow up on issues, experience long hold times and/or disconnected calls when attempting to reach the business
In February 2022, BBB submitted a written request to the company encouraging them to address their pattern of complaints. However, as of July 2023, BBB conducted a follow-up investigation and concluded the pattern of complaints previously noted remains.
As a result, BBB submitted a written request to the company seeking additional information including how they intend to address the pattern identified within consumer complaints and customer review data. BBB will update this profile with any additional information, including any business responses, when it is available.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am unhappy with this company completely. The inconsistency of billing and timely manner and receiving product is horrible. The products are fine. I have been billed for my August subscription in August and still have not received it today's date is September 3rd 2024. And as of September 1st I was billed again for the September subscription. And have not even received my prior subscription box. I have reached out via text via contact form on their website and also via telephone and leaving messages. I have had no response. The customer service is lacking and not being able to reach someone with my concerns. I have sent a message via their website on today's date September 3rd 2024 requesting that my subscription be canceled due to lack of receiving my August box and already be billed for my September box. I am a very unhappy customer.Business response
09/04/2024
First and foremost, we apologize that you are dissatisfied with the subscription service. The August payment was processed late and as it states on the guidelines, any payments that are processed after the first of the month do potentially get shipped out one week into the following.
We did set this customer up for automatic transactions to be processed on the first however payment processors work differently. The payment processor that we use will sometimes suspend a charge for a number of reasons. This is why and this particular case the payment was processed later in the month. Regardless the box did Get packed Up on time, as it was packed on the 31 st August.
I would like to address the Complaint regarding the customer service as there were not any unanswered messages. Customer reached out through multiple different avenues and she was responded to via email as well as phone calls however, we could not leave a message because the voicemail did not work. Unfortunately, whenever we are in the packing phases, we do not have the ability to answer the phone as soon as it rings calls are always returned In a timely manner.
Initial Complaint
08/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order on the website on July *******. Nowhere in their website does it say how long it will take them to ship the items so the assumption is a reasonable amount of time. I have since found hundreds of comments on social media complaining about this companys shipping time. Anywhere from months to years. I have repeatedly asked for shipping info or a refund. I was given shipping info showing a tracking number last week with a delivery date of today. The tracking history shows that the shipping label was generated but that has not shipped. I left a message requesting refund again today and sent another contact form on their website. You can never talk to a person just email or voicemail. I would really like the items but if not I need the refund. These items cost me $165 so I am not able to just go elsewhere until I get the money back.Initial Complaint
08/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had initially contacted freebird shears on June 21st the cancel the subscription I had received a reply from them stating yes they would get it canceled. Well on July 10th I had noticed a charge from them so I reached back out asking for a refund and they did not reply so I continued over the the next few days finally they had replied and was very rude stating I needed to email them as whoever was in charge of the phone was in the hospital. So I emailed and had gotten a reply back stating they would cancel it again. So fast forward to today I noticed yet another charge from them yesterday August 5th. So I emailed them explaining whats going on and that I was going to cancel the card and report them.Business response
08/05/2024
I would like to address a few points.
the first cancel request was incomplete due to a medical emergency. The second was that we had an assistant and it was overlooked that a confirmation had to be done to cancel it completely.
the only time that communication lagged was on July 10th because I was in labor and had my baby that night. I was never rude and I apologize that it was perceived as rude but I will attach my response as well.
there is nothing to be refunded as we were not given the opportunity to issue a refund as a dispute was filed for the charges
Customer response
08/05/2024
Complaint: 22092412
I am rejecting this response because:
Its not that the cancellation was overlooked the person who responded by email said they would get it canceled and did not mention anything to me about me having to put in a request on your website. And I did give you plenty of time to issue a July refund as stated in the email I have attached. And as your employee stated that I would not get a refund for **** because that box was already done and yall had engraved the shears, which I was fine with. But she did state she was going to pull and ship the **** box only.
Regards,
***************************Business response
08/05/2024
Unfortunately, it does not seem that there is a way to resolve this complaint. We did try to resolve this matter through direct contact prior to here and that was also denied. If Im unable to resolve the issue I will again apologize as I have several times prior. It was an honest mistake and we have always responded and tried to help. If there is another way to resolve this please let us know.Initial Complaint
04/16/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Freebird enrolled me in automatic purchases for replacement blades which I did not ask for. I view this as a predatory practice. I need to be refunded for the charge you made on my charge card.Business response
04/16/2024
Hello,
The company you are looking for is Freebird Grooming, we are Freebird Shears. We have no affiliation with Freebird Grooming and we ask that this review be removed as we are not the company you are looking for. Thank you.
Customer response
04/17/2024
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.
Regards,
*****************Initial Complaint
01/11/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I made a purchase of $310.48 to Freebird Shears on December 4th of 2023 that was advertised with GUARANTEED 24 hour shipping service. The products shipped out 2 days later but were never actually shipped. I messaged the business several times over this past month about my shears being shipped out and they said they had an issue because of the holidays and would have to resend them. They said they were shipped out AGAIN on December 31st (WAY past the day they were supposed to be sent out) and I asked if they could send me the tracking number to track my items. They are ignoring all my messages now and now I am out of $300 with no real idea if my items were ever sent out.Business response
01/11/2024
We have been in contact with this customer and we did experience several lost packages via the post office due to the holidays. We have never not ship out an order if it has been paid for and although we reserve the right to file a claim within the post office and allow the customer to have a wait period of up to 75 days to get a response from the postal service and reach a decision we have not done that as we do not ever want a customer to feel like they are not valued at our company.
We remade another full set and I personally shipped it out a second time. As you can see on the shipping it is still a very slow process within the post office and unfortunately we do not have control over how quickly they move out an order once it has left our shop.Customer response
01/11/2024
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.
Regards,
*********************************Initial Complaint
10/17/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have had on going issues with the company not sending me the product I ordered. I have filed a previous complaint. To which the company sent me a portion of my order and gave me more excuses as to why I didnt get the full order. And tried to claim they sent the full order I have proof they did not. They then admitted they were missing a key item in my order a pair of curved shears that they had assured me would be shipped by the end of the weekend on 10/6. Nothing ever shipped and they are now ignoring my emails. I want the product I ordered. Or I want my money back.Business response
11/16/2023
We are unsure why this complaint keeps getting sent as the 1 single back order shear that wasnt sent out was indeed sent and delivered. I also called this customer and left a voicemail with an update prior to her complaint to which I never received a response to. There are no further items owed nor has this customer made any attempts to reach us directly regarding any further issues or complaints.Initial Complaint
07/07/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered from Freebird on 06/09, over 4 weeks ago. They advertised on their website items are guaranteed to ship in two weeks and after reaching out, I was told that my item did not qualify and it would be shipped within four weeks from ordering. But was expected to ship at the end of June it has now been over four weeks and I have gotten no shipping updates and I have tried to reach out to the company through multiple different communication methods and am being ignored. They will not return emails, answer phone calls or reply through social media and any comment I post on social media trying to get a response is deleted. I have paid over $300 and all I want is the tools that I ordered and paid for.Initial Complaint
10/28/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
On March 3, 2022 I ordered shears from Freebird Shears paying $122.62. Despite sending several emails and leaving several voicemails, I cant get anyone to respond. They have taken my money but have not provided the products ordered nor do they respond to any methods of communication. Order info uploaded. Order number ****.Initial Complaint
10/10/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
i ordered a package from freebird shears that they were offering for multiple pairs of scissors and some apparel, back on july 14th and have yet to hear or see anything from them. i spent $310 with them and ive contacted them multiple times to try to see what the status of my order is and when it would ship or arrive, ive emailed and called and nobody has gotten back with me. they refuse to reply or contact anyone back in any manner i have another coworker who also ordered from them also having the exact same issue. my order number was #****, i would like to be contacted about my order and receive what i was promised and paid for as i use them for my job.Initial Complaint
08/15/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I order 5 shears from this company on July 15th and the website said it would take **** business days. I have called multiple times as well as emailed the company on where and when my order would be here. No one has answered me. I paid the priority shipping and I just want to know when my package will be delivered.
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Customer Complaints Summary
18 total complaints in the last 3 years.
7 complaints closed in the last 12 months.