ComplaintsforCJH Equity LLC

• Initial Complaint

  09/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had two subscriptions with Bully Make ******** and *******. I only received the two boxes once, there after I received only one box. The rep ***** is unable to see that Im missing two boxes. My pets are effected by her carelessness.

  Business response

  09/16/2024

  Hi BBB team,

   

  Thanks for bringing this to our attention.

   

  As we have inviestigated, it appears here that she was only billed once per month. Hence only one box is due to ship per month.

  Screenshot: ****************************

  Only that she did not receive the August box hence it was reshipped and marked delivered.

  August box reshipped- **************************************************************************************

  Delivered
  Delivered, Left with Individual
  *****, *******;10472 
  September 13, 2024, 4:16 pm
  Screenshot: ****************************

   

  Then the September box got shipped too and still in-transit/en route:***************************************************************************************
  
  Screenshot: ****************************

  So both boxes indeed has been shipped.
  

  I hope this helps clarify. Thankyou!

   

  Best,
  Bullymake Team

   

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Saturday, July 8 2023 my subscription/account with ******************** was requested to be cancelled via an email to **************************************** The subscription is a monthly shipment of pet products, and the subscription cancellation request was made exactly as directed by the company's online website instructions. The subscription costs A second email to the same company email address was sent Dec. 8, 2023, a third email sent July 10, 2024, and a fourth email sent July 11, 2024. Recurring shipments did not stop and today, Sept. 8 2024 a shipment confirmation email was received for their product.I have email confirmation dated Jul. 11, 2024 from "*****" at Bullymake that the subscription was cancelled. This company is not trustworthy and is charging consumers for product they DO NOT WANT AND HAVE REQUESTED STOPPAGE OF SHIPMENTS FOR. In checking for reports and/or reviews regarding uncancelled accounts, ************************************************************ has complaint after complaint. It is time this company is held accountable for their poor service and dishonesty.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On February 2, 2024, I signed up for a 6-month subscription with BullyMake. I had no issues with the product received, however, my intent had always been to receive 6 months of products, then stop. After receiving an email on August 6th that another box had shipped, I realized the 6 months had ended and my card was still being charged / the subscription had been continued. There had been no language indicating there would be auto-renewal after the 6 months if the account was not actively cancelled, and I had not received any communication notifying me that my account had been renewed or extended. Upon signing in, I found no way to cancel my account or subscription through the Manage Account page, so I used live chat. The agent asked if I wanted to spread out how frequently I received boxes, I declined. They asked if I wanted to change the amount of items received, or hold/pause my account, which I also declined, and actively reiterated that I wanted to cancel my subscription. The agent eventually confirmed that my account had been updated and I would no longer receive any boxes.This morning, September 6th, I received another email notifying me that another box had been shipped. The live chat is no longer available on their site, and the customer service phone number has repeatedly disconnected when I used the phone number on file. This company appears to be partaking in both fraudulent charges and reviews. A quick review seems to indicate that any negative reviews on ****** are quickly buried by an avalanche of very similar 5 star reviews within a short period of time. I will be disputing the most recent charge directly with my bank.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I began the subscription service as I was under the impression their toys would withstand my dogs strong chewing tendencies! It was early 2024, January I noticed my dogs r***** was bleeding. Realized no other internal issues other than the new toys from Bully Make. We discontinued giving our dog the toys and I requested a cancelation of subscription 2/6/24. I was told I could not cancel as I received a discounted monthly cost due to my agreeing to 12 months. We visited the vet on Monday, to find out two of my dogs molars have fractures. He has not had any hard toys/bones since discovering the blood in his stool, I can only deduce these fractures are a result of the Bully Make toys. I now have 5 (with one on the way) unopened boxes that I would not share with my worst enemy because they can do so much damage. I contacted them again and they canceled my subscription and clearly mentioned this is out of policy. Unfortunately, no one at Bully Make will take care of my dogs teeth but I am requesting $217 returned to me. This is the $31.00 monthly from February when I first requested to cancel the subscription.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have requested BULLYMAKE to cancel my subscription but they denied unless I pay them $6. All I am requesting from this company is to cancel my current subscription and not be charged for another month's service. I paid for and received my first box, was unhappy with its value and requested a cancellation through the methods they outline on their website. This is predatory not having an easy avenue to cancel a subscription.

  Business response

  08/27/2024

  Hi BBB team,
  
  Good day! 
  
  Like we always wanted to clarify and  that we try to make the buying process of our subscription products as clear as possible!
  
  During the checkout process, there are many steps which state that a subscription is continuous. You'll find this on both the product and homepage in the "how it works" section: *******************************
  
  In the product page frequently asked questions: *******************************
  
  On the *** page in the header of the website: *******************************
  
  After you complete checkout, in the "my account" area: *******************************
  
  Now the plan that he selected was our 3 months plan, screenshot: ****************************

  It's not that because we are opposed to canceling but it is what you have selected among the 3 plans we offered. You were made conscious of the 3-month plan and agreed to the terms and condition that comes with it. He could have selected the 1 monthly plan to test the product before committing to longer plan terms.

  That said, we have provided options for him, either complete the plan or we vouched to bypass it hence we suggested to change it to the price difference of $6 to prematurely cancel his account. 

  Hope this helps. Thank you.

• Initial Complaint

  07/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for a 3 month subscription...May, June and July. I never received the 1st box so I emailed the company. I finally got it in June. ****'s box never came and neither did July's.

  Business response

  07/30/2024

  Hi BBB Team,

   

  Thanks for sharing this with us.

   

  Truly understand where this customer is coming from and we are sorry that the box came late or she did not receive it. 
  Please know that we do not have a hold with the shipping couriers tracking updates once the package gets handed over to them and we are at their mercy as well.:(

  That said, as I checked, it appears that her May box was shipped and got marked delivered.

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

  
  June box took time to update but recent updates has shown today ***************************************************************************************

  
  July box got shipped and marked delivered *******************************************************************************************;

  If the box gets returned back to **, rest assured that we will reship. Thank you always.

   

  Sincerely,

  Bullymake Team

  Customer response

  07/30/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Earlier this year I asked to remove a card off my account when talking to customer service. They showed that they did and told me that the card will no longer be charged. Earlier this week this card was charged again. I asked it to be removed and to get a refund. When talking to the customer service, they said that they removed and showed a screenshot. I never heard about the refund. I talked with them today asking for a refund and to cancel my account. They gracefully cancelled my account but because " your most recent box shipped 3 days ago, and we can no longer make changes to stop that shipment" which is ridicioulus since the card was never even supposed to get charged. All I would like is a refund on my card.

  Business response

  07/26/2024

  Hi BBB Team,

   

  Thanks for sharing this with us.

  As I checked the correspondonce, she reached out 3 times , screenshot **************************** but I can't find the request about removing the card.

  First email about cancellation ****************************
  Second email **************************** about moving the renewal date.

  Third email **************************** about cancelation 

  Also, she was advised to refuse the package so we will process the refund. 

  We will wait for the customer to udpate us. Thank you!

   

   

  Sincerely,

  Bullymake Team

   

   

  Customer response

  07/30/2024

  I am rejecting this response because:  I talked to two customer serive members on the website live chat on the website about removing the card.. I wish for the refund to be put back on the card as soon as possible. The box will be refused on arrival but I would like to refund sooner then later. Thank you. 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company boasts toys for aggressive chewers. I signed up for monthly boxes. When my box arrived, my dog chewed up the toy the same day. They also throw in treats that are unhealthy and cheap. They will not let you cancel your subscription for any reason as I tried. I got a second box and the same thing happened again. I tried canceling again. They will not let you. This company is an absolute sham that locks you in with promises of tough toys and locks you in for a year to pay $50 a month for a product that does not deliver. They should be put out of business immediately.

  Business response

  07/17/2024

  Hi BBB Team,

   

  I trust that you are well.

   

  As I reviewed this complaint, so sorry to hear the customer were not obsessed with the box. While we want every single customer to love every single thing we know we may miss the **** sometimes. Additionally, we're truly sorry for the disappointment. We try to mix and match the materials of the toys we send out for variety and for customers to know what would work best for their dogs. All our toys are made for power chewers and have gone through rigorous testing but we understand that at times it doesnt work for all, which is why we offer a replacement if this is the case. 

  Regarding cancellation, I regret to know that you feel that way, however, it's not that because we are opposed to canceling but it is what you have selected among the 4 plans we offered. You were made conscious of the 12-month plan and agreed to the terms and condition that comes with it. You could have selected the 1 monthly plan to test the product before committing to longer plan terms.

  Also, all toys we send have gone through rigorous testing. However, the durability time is different for each dog because every dog is different and chews differently. Perhaps the shape of the destroyed toys did not favor your dogs chews-reality!
  
  Thinking of that, we created the warranty. All our toys are 100% guaranteed, so if your dog destroys the toys we send, we ship a replacement thats rougher and tougher! Wed be glad to replace the toys you are unsatisfied with more suitable toys for you. Also, we will upgrade you to our toughest option.
  
  We can change your 12-month plan ($31) to 3 monthly plan ($39), but you will be charged the rate difference. Since there were 3 boxes shipped, we will charge you $24 to cancel the plan today.
  
  Let me know what works best by emailing our customer care or respond here. Thank you kindly! 

   

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On june 3 I messaged bullymake to cancel my subscription which I knew would be charged on June 10. They tried to convince me not to cancel, I said no I want to cancel. Not taking no for an answer, they charged me anyway on June 9. $31. I then messaged them they left me to believe I would be refunded. I was refunded $31. Then on June 21 I received a box on my porch. I checked my credit card and they charged me $71.93 on June 9. I then messaged again offering to return them at their expense. They kept trying to tell me I didnt cancel in time(June 9). Even tho I cancelled on June 3. On june 22, they now tell me they can give me a partial refund but they dont pay for shipping and if I want a full refund I need to pay to return them. I did not order these. I did not want them. I was clear of this. I just want a refund. If they want the toys back, they can pay the shipping as they sent them in error.

  Business response

  06/24/2024

  HI BBB Team,

   

  Good day!

   

  Thanks for looping us in.

  Yes, this customer reached out to us on June 3rd and we responded as soon as we can. However, we did not receive a response from her hence the account renewed.
  Screenshot:  ****************************

  She then reached out on the 9th, **************************** and on that same day, we canceled it as well. Screenshot: ****************************

  Then she made another attempt to reach out saying about reporting to BBB and we have provided her options that *** help.

  She can keep the box with a discounted price or she can refuse. Once she does this, we will process a refund. Screenshot: ****************************

  We are extremely sorry that we waited for your response in hopes of helping.
  
  We always want to know if we can help with anything before we close out the account. We believe that good customer service should always try to discover why the customer was unhappy or did not want to continue so any issues or concerns can be remedied. We are so sorry if asking for the reason for cancellation, means otherwise.

  I hope this helps. Thank you!

   

  Sincerely,

  Bullymake Team

   

   

  Customer response

  06/24/2024

  I am rejecting this response because:   
  

  how many times does a person have to say that they want to cancel before you actually cancel?  I said I wanted to cancel and you chose to charge me anyway.  You have stolen my money.  I should not have to pay anything for your companys mistake.  I want a full refund.  If you want the product back, you can pay for it to be shipped back.  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 3 month subscription service from Bullymake and have yet yo receive any items from the company. When I contacted the company about the matter I was told theres nothing they can do about it and will not cancel nor refund my money. It has been over their shipping time frame of 5-7 business days - shipment sent out June 1st 2024 and as of today (July 13) there had been no movement on getting me my product. On top of everything, the claim to have 45-day guarantee that if you are not satisfied with their service you can get your money back. I have told them Im not satisfied and still nothing!

  Business response

  07/01/2024

  Hi BBB team,

   

  Hope you are well.

   

  As I reviewed this customers complaint, she signed up under our 3 months plan.

  As always, we try to make the buying process of our subscription products as clear as possible!
  
  During the checkout process, many steps state that a subscription is continuous. You'll find this on both the product and homepage in the "how it works" section: *******************************
  
  On the product page frequently asked questions: *******************************
  
  On the *** page in the header of the website: *******************************
  
  After you complete checkout, in the "my account" area: *******************************
  
  Again we apologize if there was any confusion. Let us know if we can help further.Hi there!
  
  Sorry for any confusion - we try to make the buying process of our subscription products as clear as possible!
  
  During the checkout process, there are many steps which state that a subscription is continuous. You'll find this on both the product and homepage in the "how it works" section: *******************************
  
  In the product page frequently asked questions: *******************************
  
  On the *** page in the header of the website: *******************************
  
  After you complete checkout, in the "my account" area: *******************************

  That said, we made an exemption for her and have canceled her account already. As for the box it was shipped religiously and been marked delivered.

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

  Thank you again for hearing us out. We here at Bullymake always strive hard to help out the customer, only that we can't please everyone as much as we want to. 

   

  Sincerely,

  BULLYMAKE Team

  Customer response

  07/01/2024

  I have reviewed the business response and accept this resolution. 

*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. ↩