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Consumer Complaints

BBB Accredited Business since 04/22/2010

Three Rivers Mail Order Corporation

Phone: (352) 544-0333Fax: (352) 848-0100

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Delivery Issues1
Advertising / Sales Issues0
Billing / Collection Issues0
Problems with Product / Service0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
03/19/2014Delivery Issues | Read Complaint Details
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Complaint
Products were ordered in January 2014. Attempts to contact via phone and email have gone unanswered. Products were never delivered.
I placed an order based on a guarantee they offer. The order was made on 1/24/2014, the invoice # is XXXXX. We wanted to replace two of the many frogs we purchased that passed away. Unfortunately we were only able to replace two at this time. I ordered the products in January of 2014. I assumed they would not be sent right out at that very time, due to the nature of the weather here. However after repeated attempts to phone the company and email correspondence as well, they refuse to contact me back. It is now March 15, 2014 and the products have still not arrived. I would not be nearly as concerned if they would at least contact me back. However failure to contact me is a huge problem. I can only assume they do not intend to make good on the guarantee or a refund. In either case we are out not only the money I paid for this particular replacement but also the lost frogs that we were going to replace after these two came. I wanted to be certain they were all of the same quality after hearing via word of mouth that the service is no longer as good as it used to be. They offer a lifetime guarantee and my children now have 8 dead frogs, with no replacements. Although I have tried very hard to keep emotion away from my complaint, I am very disappointed and my children are quite upset.

Desired Settlement
I would prefer to have the guarantee they offer held up. I would like to have the frogs we purchased replaced as that guarantee states. However if need be a refund will do as well. A refund however will not replace the frogs my children have grown to love having around. We use them for educational purposes as well. We study them for Science class(we homeschool) though we do NOT harm them in any way. We study them, their environment, mating and things of this nature. They are not only part of our curriculum but my children also actually like them. A company should not make a guarantee if they do not intend to make good on it.

Business Response
This response was provided verbally to BBB:

We have 2 replacements ready to ship but they cannot ship them due to the weather. All of this is explained in the paperwork she received with the original order. Once the weather is good enough to ship the live animals will be send them out. She can also call our office to get an update on the order.

Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
Having the order sent is exactly what I wanted in the first place. Had the company actually contacted me back as requested, or answered their phone when I previously called, the complaint never would have been made. When you fail to communicate with your customers, you create one giant mess for everyone. I hope the frogs arrive safe and sound as they should, if they do not, the complaint will be re-opened. Thank you so much for your time.

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