ComplaintsforIvy's Axolotls

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a repeat customer with this business. I placed an order for blackworms back in September. They took over 4 weeks to arrive. I emailed several times for updates as my credit card was charged immediately. I was told I would be receiving them shortly. They arrived and they were all dead. I emailed the company with pictures and the invoice asking for either a refund or a new shipment. No response. I have sent 8 emails in total. Still no response. I have sent 5 messages on Instant Message hoping to maybe get a response that way. Only to receive "we will be with you shortly". In the meantime I have a live animal that I bought from them that is without food and I am out money. I am extremely upset and disappointed that they have ignored me as a customer and could care less. I want to be compensated and I want my money back.

  Business response

  11/15/2022

  We have received the messages from the customer and have already sent out a replacement for their order free of charge as per our policy.
  
  Their item was delivered in or at the mailbox at 3:43 pm on October 28, 2022 in ******************************.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for an axolotl, live blackworms, and axolotl pellets on 7/23/2022. I placed this order from the business website, and the listing clearly stated that the axolotls would be ready for new homes in August 2022. I reached out to the business again on 9/2/2022 to inquire about the status of my order. I received a response that I should expect shipping details forthcoming from ***** I never received correspondence from ***** nor the business that my order, containing live animals, had shipped. The following Saturday, 9/10/2022, early eveining, I just happened to find a box from **** sitting in the hot Ohio sun, outside my garage. I have no idea how long the box had been sitting outside, because I never received the shipping information that was promised. The "live" blackworms were decomposing in a small amount of liquid, with the remaining liquid having leaked into the outer bag. The axolotl did not look well, and despite my best efforts, died in less than 2 weeks. I have attempted to reach out to the business, but they are not responding.My order was not handled appropriately. Shipping was an absolute disaster, and the order that I placed and paid for was not received as promised. I did not need my axolotl within any certain time frame, I simply wanted a pet that would be treated with respect in shipping, and received in a condition where it had a chance of survival. I chose to order from this company based on the many reviews that commend their communication. However, I have not found this to be accurate.

  Business response

  04/12/2024

  Hello ****,

  Thank you for your message. According to our records it shows that your order has been fulfilled and shipped by our staff and delivered to you by ***** You were notified of the delivery by **** to the original email provided in your order as well. We have attached the screenshot evidence to this message as well. Thank you. 

• Initial Complaint

  09/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ***'s has not shipped my order, won't confirm and won't refund my $135.***'s was recommended to me by two reputable fish shops in ******** and ********* that used to source their axolotls from Ivy's. However, if you dig around Reddit, you'll see several other complaints similar to mine below. Had I thought to look on Reddit, I would not have ordered.***'s took my order in July $135 for an axolotl, with a "coming in August" offer.I never heard back so I reached out with my order #**** at the end of August to confirm when they would ship due to the upcoming labor day holiday. They said it would ship within the week. On 9/3 I received a **** tracking number from them, but the shipment remains unfulfilled. Just a tracking number with "waiting to ship". I reached out again and after several days they apologized and offered me a "morph color upgrade" - we declined and said we just want what we ordered, and a confirmed ship date, as they are live fish, we need to be here when delivered.They have not gotten back to me since. They delete every post I make to their social accounts as my emails go unreturned. Simply refund my $135, or ship what we paid for. At this point, they are just thieves! See photos.

  Business response

  10/11/2022

  We have already resolved this customer's order (see attached pictures). For the delay we even upgraded the customer's order to a more expensive morph as well free of charge.
  
  Their order was delivered to a parcel locker at 11:25 am on September 29, 2022 in *********, ** 97007.

   

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I reached out to this company on July 28th about a pet for my sons birthday. They responded right away. I asked if I could have it by a certain time they said yes. I then asked if they can hold on to it since I needed to cycle the tank first they said no problem and they would ship it right away once I was ready I reached out I was ready they ignored my message for a few days so I contacted PayPal to file dispute. They then reached out and said they would still ship it I said no thank you cancel my order I found another from someone else who hadnt ignored me since I needed it for my sons bday they said they would check to see if it shipped which it shouldnt have as I messaged them on a Wednesday and they ship mon Tuesday. They never reached out I messaged several more times and get an email Monday night august 8th saying it shipped, I gave them plenty of notice according to their cancelation policy. So the poor animal comes in the mail and axolotl needs to be in 64 degree cold water. This poor animal was on the mail truck all day with no air conditioning and the water was so warm and no where on the box did it say live animal which the mail lady said they were required to put for a pet. They also shipped it flat rate which the mail carrier also said its always suppose to be express with a live pet! This company completely made this poor little animal suffer and where inhumane! The animal is now in the tank and looks so sad Im not even sure he will make it due to the travel conditions and what it was put through. This company does not have a phone number to contact and they ignore you just to make a quick buck its really sad and they should be held accountable for their actions.He also looks nothing like their ************* poor little gills are all damaged I imagine due to the stress of the conditions he was shipped in. I have video footage if needed as well of the mail carrier telling me & opening the box with the pet in it with no live animal label anywhere

  Business response

  08/27/2022

  Hello dear customer,

   

  We have managed to solve this complaint already through ******. Please check your email for the updated information from ****** services. Thank you. 

  Customer response

  08/27/2022

   
  Complaint: 17702669
  
  I am rejecting this response because: although I was partially refunded the fact that you ship out these poor animals with flat rate instead of express like the post office said they need to be you should be held accountable. You also need to make sure the box says live on it which you did not. This poor animal was in extremely poor condition when I received it water was hot (64 degree is what it should be). This business should be looked into further for their poor responding to customers and flat out ignoring them as well as these poor helpless animals whos lives are in this business hands they also should have to put a active phone number so people can get in touch with them. Poor business  
  
  Sincerely,
  
  *********************

  Business response

  09/15/2022

  Hello there,

   

  We have looked deeper into this order and have discovered that your order was sent out with the Priority rate shipment method which is what was paid for on this order. This customer did not pay the additional fee for the more expensive EXPRESS option. We have replied to the customer multiple times to try to remedy this situation with little to no cooperation on their part. 

  Here is what we have for the order.

  
  Your item was delivered in or at the mailbox at 5:13 pm on August 10, 2022 in **********, ** 60181.

  Customer response

  09/15/2022

   
  Complaint: 17702669
  
  I am rejecting this response because: that is an absolute lie! This business ignored me and did not try to come up with a solution. I have all the proof in the messages. They are a pet store and did not label the box LIVE PET as required by the postal service when shipping live pets,they should know to do that as a business  they also should not have shipping options as the postal service told me all pets need to be shipped next day for safety reasons! All Im wanting this business to do is correct their mistakes so the poor animals do not suffer. The mail carrier specifically told me she would have delivered this animal to me first thing in the morning had she known it was alive but instead it sat in her truck all day in the heat! Also you should be required as a business to have an active working phone number for people to be able to reach you. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an axolotl from this company at the end of November 2021 as a Christmas gift for my daughter this was the one thing she had been begging for. When I ordered they set the expectation of delivery at the beginning or middle of January. Which was fine, gave us some time to set up the tank. January came and went and I send a note to get status update, where they responded and apologized about the delay, stating it was due to cold weather slowing the growth of the animal. They said this would set thing back by about 2 weeks. 2 weeks came and went and I reached out again asking and this is when communication became very difficult to come by. They finally responded after 2-3 more email and said I could wait or change my order and they would send some food for the Axolotl to make up for the delay. I agreed, they said I would get an update within a few days. Nothing. A week goes by and I reach out 2 more times then I get a *** tracking number in March. I check the tracking number daily to make sure Im home when the animal arrives. No update it just shows that the ******* is awaiting delivery and its still this same status today (4/19/22). I have requested a refund several times via email and ******** messenger and they have not responded to my request. Horrible experience with this company. I wish I would have read through review before I ordered.

  Business response

  05/06/2022

  We have already shipped out this customer's order and have provided tracking number to them as well. 

   

  Tracking Number: 420852499305510923001123975863
  Expected Delivery on
  FRIDAY6 MAY2022by
  2:45pm 

   

  Also, for the delay we have included free axolotl merchandise for the troubles.  Find tracking here: https://tools.usps.com/go/TrackConfirmAction_input?qtc_tLabels1=420852499305510923001123975863

   

   

   

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order in December from this company with the *** of items to be received in Mid to late January. After a few emails back and forth they kept giving excuses as to items not being shipped. I in turn requested a refund. Since they have been avoiding any communication from me. I have gotten read receipts from emails I sent them and have no received a response or a refund. When they did respond at the beginning it took ***** hours to get a sent emails response.

  Business response

  04/12/2022

  We have provided the customer with their Tracking Number: ******************************

  Their item was delivered in or at the mailbox at 2:56 pm on April 11, 2022 in **********, ** 17745.
  

  We have also included extra axolotl merchandise for the delay for their order as well. See attached files for order delivery confirmation and update. 

  
  Delivered, In/At Mailbox
  April 11, 2022 at 2:56 pm
  **********, ** 17745 

*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. ↩