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:09/01/2022

  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.

  My friend and I purchased a cat called ****** from Cheshire Manor Cattery, LLC on August 5, 2022. We felt the cat had behavioral issues when we adopted it, I was scratched right after I arrived. But the merchant pushed hard for us to decide to try to adopt this cat. However, in the adoption contract we clearly communicated with the merchant that if the cat could not adapt to the new home or had health problems unconditionally we would receive a full refund within 30 days or replace the cat and the seller agreed and signed the contract. After returning home, we found that the cat had health and mental problems and was not eating or drinking and was breathing rapidly. We returned the cat the next day after discussing with the seller out of consideration for the cat's health. The seller suddenly broke the contract after the agreed return time and refused to replace the cat, and after getting the cat we purchased, refused to refund the money and suddenly offered to deduct the $200 deposit for no reason. But we had no information about the deposit throughout the purchase and the seller did not mention it in the contract. We were completely unaware of the sudden scam-like request to withhold the deposit. The merchant's website also clearly states that the deposit is fully refundable within 48 hours, and all of our requests for refunds were within a legal and reasonable time frame. The merchant directly violated the contract in its entirety and tried to defraud. Not only did the contract state that the cat would not fit in the new home for a full refund, but it also clearly stated that if the buyer had allergies a full refund would be given. When I arrived home and found out about the allergies and provided evidence of a doctor's exam, the seller refused to communicate, and the merchant not only broke the contract, refused to refund the $850 adoption fee, and tried to scam us out of $200. WE LOSE CAT AND MONEY TOGETHER. account number:********* routing ****************

  Business Response

  Date: 10/11/2022

  ---------- Forwarded message ---------
  From: Cheshire Manor Cattery <[email protected]>
  Date: Tue, Oct 11, 2022 at 4:23 PM
  Subject: Re: ********: Extension Request to Respond to the Complaint
  To: [email protected] <[email protected]>

  
  

  We've received the notice of the complaint dated September 18, 2022. However, the customer has received the refund in full in the morning of August 7, 2022, and they were provided with a screenshot confirming that they were refunded in full right away. Please see the screenshot below confirming the refund. We're puzzled why **. **** would file a complaint with BBB asking for a refund when she has already received it. 

  
  

  We can only speculate that it was because we denied her request to exchange ****** for another cat, *****, which we suggested she adopt in the first place instead of ****** at the time of adoption. ****** is a sensitive cat, as was noted in his description on our website, and he wasn't a good fit for someone who suddenly grabbed and forcefully picked him up shortly after her arrival. This is never a good idea with any cat! Naturally, ****** got scared and scratched her trying to escape, which is a normal cat behavior. ****** doesn't have health or behavior issues. He exhibited normal cat behavior under stress. 

  
  

  Our cattery was recommended to **. **** by her friend who adopted her kitten from us. **************** friend must have been happy with the kitten she adopted and our cattery because otherwise she wouldn't have recommended us to **. ***** In turn, I can only assume that I let my guard down because **. **** was a friend of someone who already adopted from us. 

  
  

  We participate in ***************** Cat Association's Ethical Breeder program. All our cats and kittens go home having already been spayed or neutered, fully vaccinated, microchipped, and all our adoptions are contract-based. We DNA-test all parent cats to ensure healthy kittens. We have a 5-star rating on ****** Reviews and regularly receive emails, texts and even cards thanking us. This complaint feels so unfair, especially considering that the client had received a refund in full, kept the gift basket for free and grossly misrepresented facts in her complaint, and yet, there will be no consequences for **. **** for her actions, which border on animal cruelty and abuse.

  
  

  **. **** placed ******'s life and health in danger when she left him on our doorstep unattended in a carrier without water or food for an unknown period of time on a very hot and humid August afternoon during the time when she knew that we wouldn't be available. Our children played in a chess tournament that day, and we asked **. **** to please come tomorrow, on Sunday, or any other day at her convenience. However, I felt sick that day and stayed home. The cattery is operated out of our family's home, and it's a safety rule that minimum two members of the family be home when hosting a client. I explained **. **** that I'm not available to see her that day and advised her several times that I wouldn't open the door to anyone when home alone. She disregarded it and came anyway. **************** actions could have resulted in a tragic death of a sweet and affectionate cat, ******* They were sitting in their *** SUV across the street from where they wouldn't be able to see if the cat was in destress. I was asleep when **. **** and her boyfriend arrived and placed the carrier with the cat on the doorstep, so I don't know how long he was there. I was shocked! Irrationality of their behavior scared me, so I called our next-door neighbor who kindly served as an intermediary. 

  
  

  Considering that **. **** didn't bring back the gift basket that she had received at the time of adoption, her intention was to adopt another cat from us. But why? If she truly believed that ****** had health and/or behavior issues as she claims in her report, then why would someone want to adopt another cat from the same place?! 

  
  

  But the most surprising was that **. **** was looking to adopt a cat in the first place as she is apparently allergic to cats as evident from her allergy testing results that she provided as part of her complaint. The testing was performed before **. **** contacted us looking to adopt a cat. Why would you seek to adopt a cat if you know that you're allergic? It makes no sense.

  
  

  In addition to the allergy report, there was an application **. **** had submitted to the ********* Animal Shelter a week before she contacted us. It's completely irrelevant to her complaint against us, so including it underscores strange and irrational behavior that **. **** exhibited throughout our interactions with her. 

  
  

  For instance, **. **** demanded a document acknowledging that she returned the cat. It was provided to her. It wasn't good enough. **. **** wanted it to also say and that the cat was returned alive. It provided to her as well. However, this was also not good enough because we were going to withhold $200 for the gift basket that **. **** didn't return. This $200 became the main point of contention. 

  
  

  The client's behavior was harassing, extremely rude and abusive to the point that police were called and ordered them to leave the area immediately and not to return. Our next-door neighbors witnessed it and are ready to provide statements. Not once did **. **** or her companion asked how ****** was doing. All they cared about was $200 for the gift basket. In the end, we refunded them in full disregarding the cost of the gift basket just so we would never have to deal with **. **** and her boyfriend ever again. 

  
  

  To summarize, **. **** adopted ****** in the evening of August 5, returned the next day, on August 6 seeking to exchange him for another cat, received the refund in full instead on the morning of August 7th, and then filed a complaint with a Better Business Bureau asking for a refund and misrepresenting facts of what has occurred. 

  
  

  P.S. Please find attached Clinical Summary from a veterinary clinic stating that ****** has a "nice temperament" and no health issues.
  
  

  Very Respectfully, 

  Lana C*********;

  Cheshire Manor Cattery, LLC