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:05/12/2024

  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.

  I made an online purchase of two live animals from ****** Colorful Crested from the ***. ****** Colorful Cresteds has referred me to the company owner's personal friend/contact as the export/import and shipping service provider (****** ******* / Rogue Cresties of ***************). ****** ******* / Rogue Cresties of *************** failed to complete the service paid in full by the buyer (******* **** ***** of ON, ******) due to personal reasons. ****** ******* / Rogue Cresties of *************** has since demanded more funds to complete the transaction, or alternatively for me to wait until spring of 2025 or longer. I have since demanded a full refund, which both companies refused. While keeping my funds, the merchants have also advertised the animals on social media and their websites for sale to other consumers. The full amount paid to ****** Colorful Cresteds is CAD $1234.60 on October 2, 2024. The full amount paid to ****** ******* / Rogue Cresties of BC, ******) is CAD$309.00 on October 7, 2024. Original delivery date is October 22, 2024, with warmer weather in the week of October 28 where ****** ******* / Rogue Cresties of BC, ****** was on vacation, this was not communicated prior to both payments. ****** ******* / Rogue Cresties of BC confirmed November 6 appears to be a viable shipping date based on the weather forecast. days lapsed with no updates, the buyer (******* **** ***** of ON ******) followed up on November 6 on shipping status, and was informed by ****** ******* / Rogue Cresties of BC ****** that an optimal shipping date would be spring 2025. On November 7, 2024, the buyer (******* **** ***** of ON ******) has requested a refund in writing from ****** Colorful Cresteds and ****** ******* / Rogue Cresties of **, ****** for the respective fees paid to both merchant / service provider, both ****** Colorful Cresteds and ****** ******* / Rogue Cresties of BC, ****** have declined the refund request in writing.

  Business Response

  Date: 07/12/2024

   First off, I would like to note, I am a breeder of geckos. I am not an importer/exporter. I have my own license for my business and my customers. ***** colourful cresteds and the complainant were having a hard time finding someone to bring the geckos into ******, so I offered to help. 
  
     I let the complainant know the dates I had planned to import and ship to her. I explained the process and asked multiple times if she had more questions and even offered my personal phone number, in case she should have any concerns that were better answered that way. As communication can be hard via messages. She assured me she did not and sent fund October 6th. The day the geckos were sent to ********** from ******, weather in ****** took a sharp turn and we had a cold spell in *******. Which is the stop over hub from ********* to *******. I thought it best to wait for shipping. I did have a vacation booked for the following week. I missed 3 days of potential shipping because of it. I did not feel it necessary to tell someone elses customer about my personal family vacation, almost a month in advance when I had absolutely no reason to think I would not be able to send the geckos on the 22nd. Just as the complainant didnt feel the need to ask when the geckos would be alternatively shipped, if weather didnt cooperate. Even while living on the colder side of the country. This while both my website and Kates Colourful websites Terms of Sale BOTH have detailed information about shipping weather and holds. 
  
  There was plenty of back and forth about finding a new date. I was checking regularly. I planned to let her know when I found the right temp, rather than update on temps daily. Which are available for anyone to check online. On November 6th she asked again for shipping. I noted that the temps were not where I am comfortable shipping or that I would send my own geckos in. I let her know that she could discuss it with the seller and let me know what they decided on. I dont have a ton of experience shipping in colder temps. I also let her know of alternative shipping via air or that I would hold them in my care until spring, at no extra expense. This is the NORMAL practice when appropriate temps arent found. So I had hoped they could discuss it further. I did not hear anything back that day. 
  Following this, the complainant demanded a refund. I explained that on my end, I had already spent most of the money getting the geckos into ******. There are fees paid for commercial crossing into the ***** for inspection by U.S. fish and wildlife, as well as taxes to Canadian customs. I let the complainant know, I could not refund this portion, as it had already been paid to the appropriate authorities. I did offer her $125, which was more than the remaining amount. She told me I could send this amount and she would go after me for the rest. Since she was not being understanding, I have not send anything because I am now caring for these animals at my expense for an undetermined amount of time. The seller and my self brain stormed other ways to satisfy the complainant. I spoke to one of the importer exporters out east and they told me to ship with a larger box and heat/phase pack and that this would be fine to send them. The seller declined this option. So we tried again to plan an alternative, which ultimately was for myself to drive them to the airport, which is hours away, send them air (which is about $175) and the seller pay for an **** for the complainant to go to the *************** and receive them and take her back home. We thought this idea was accepted by the complainant until the seller received a charge back with square. The complainant told the seller she would consider cancelling the dispute, once she received the animals. So, while she was telling us she didnt trust us to follow through, she was convincing us to spend our own time and money, trying to satisfy her, while also trying to get her money back! Since then, we stopped communication, to let the disputes be resolved. The animals were placed back for sale, so that the seller could pay back the complainant sooner and hopefully not have this dispute dragged out further. The amount she is currently arguing here, includes, in large portion, the amount she is currently disputing with square as well. 
  Please let me know any proof you would like to see. I have about 55 emails back and forth between myself and the complainant and can get the emails between her and the seller as well. I will attach my receipts in the money I spent already importing the geckos for the complainant. I have emailed the complainant and offered the refund the remaining funds I have not used, as long as she agrees it concludes our business and never contacts me herself or via anyone else again. 
  

  It wont let me send the screenshots here. My apologies. Im not very tech savvy.