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:07/22/2025

  Type:Delivery 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.

  Order placed 7/17/25 for ****** Renal Friendly treats for my pup. My **** was charged for $50.12 on 7/18/25. By 7/21 I had received no shipping info. After an email from me Talis created a **** label in their system and said it had shipped. ******* Milshtain from Talis said the orders were picked up by **** from their warehouse that day. As of today, tracking still says **** does not have package. I email that I am contacting my **** for a chargeback as well as the BBB. Then I get a text from Talis stating tracking number has changed and package is shipped. I check. Post Office still does not have the package. After reading other similar BBB complaints I assume I am dealing with a bunch of scamming dropshippers who are using the customers money to purchase the product to begin with. I contact the manufacturer of the treats "******" and they do not even have the product in stock and won't until later next month. The address for Talis is a residence in ******. So maybe the "warehouse" is their garage. They refuse to cancel the order and credit the $50.12 back to my ****. This BBB complaint is just step one. And for the rest of you with similar issues please note that you can also file a complaint with the ************************ and the ****************************. Info for those two entities are online. I intend to do both.

  Business Response

  Date: 07/22/2025

  Hello

  I can confirm that **** has picked up your order, and it may take some time for the tracking information to update in their system. *** also sent you an image confirming that we have the product in stock to address any concerns about availability.
  Please rest assured that your order is on its way, and I will continue to monitor the tracking status to ensure it reaches you as soon as possible. If for any reason you are unsatisfied with the product once it arrives, we offer a 30-day return policy, and I will be happy to assist you with a return and refund.
  Thank you for your patience and understanding. If you have any further questions or need additional assistance, please dont hesitate to reach out.

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 ordered a reptile bulb from this company and it stated on the website that the bulb was 36 inches, when I received it, it was a 34 inch instead. I contacted the company and they were nice at first and told me they would issue a refund however, once I asked for a shipping label that's when the problems started. This company is trying to make me responsible to purchase a shipping label to send it back and also cover the shipping fees. I tried to explain to them that this is not something I should be responsible for when they are the ones who sent me the incorrect item. They do not make a 36 inch bulb so there website was clearly wrong and I have no use for the 34 inch bulb because her cage requires a 36. I sent them the website information that was incorrect as well as a picture of the current bulb I have vs the one they sent me and you can clearly see the 2 inch difference. Never in my life have I dealt with a company that is just full of excuse after excuse. At this point it's not even about the money because it's a matter of only $16, it's the principal, they messed up so as a business they should do the right thing and send me a shipping label, pay for it to be shipped back and then reimburse me the full amount that I paid which was around $60. I currently have the bulb ready to be shipped back, it is in perfect condition and was never even turned on because I knew right away when I saw it that it was the wrong size. I am hoping you will be able to help me resolve this issue, as a small business owner, I would never treat a customer this way, I understand that mistakes happen but they won't admit they were wrong and at this point I'm not even sure they are going to be willing to refund me.

  Business Response

  Date: 07/13/2025

  Hello

  Thank you for contacting us about this issue. I apologize for any inconvenience and frustration it has caused. We aim to provide accurate product information, and we have successfully sold these bulbs for five years without any customer complaints

  To ensure we can resolve this matter accurately and efficiently, could you please provide an image of your fixture? This will help us confirm the compatibility and better understand the situation.
  As a reminder, we stock standard sizes for fixtures, including:
  24W, 24"
  39W, 36"
  54W, 48"
  We do not carry non-standard bulb sizes, so your image will help us verify the details and move forward with the appropriate resolution. You have 30 days to return it if you wish
  Thank you for your cooperation, and I look forward to your reply.

   

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23586727
  
  I am rejecting this response because: 

  I have submitted everything that this company has asked me to do. They asked me to send over pictures and I did. I even took a picture of the current bulb size that I have and the size that they sent me so that they could see they sent me the wrong one. This company is just playing games at this point because they dont want to pay for a simple shipping label. I already informed them that I already had to open up the package to take pictures for them and then Ive already resealed the package and its ready to be mailed back. Ive done what this Company has asked me to do and Im done playing games with them. I can send you proof that I sent them the pictures if you need. 

  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/28/2025

  Hello

  We sent refund

  Please note that refunds can take anywhere between 3-7 business days to clear your account, depending on your bank.

  Thank you

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/07/2025

  Type:Delivery 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.

  Ordered a product from Talis US on 4/22/25 and have not yet received it. Called numerous times and left messages as well as emailed their customer service # at: **************. No reply at all. I spent $112.05 and will call my cc company for a refund. Thanks for any help you can furnish.

  Business Response

  Date: 05/11/2025

  Hello

  Thank you for reaching out and bringing this to our attention. I sincerely apologize for the inconvenience you've experienced and the lack of response you've received from our teamwe understand how frustrating this must have been.
  I want to confirm that weve processed a full refund of $112.05 for your order. The funds have been sent back to the original payment method used at checkout. Depending on your bank, it may take ********************************************* your account.
  Please dont hesitate to contact us at [support email] or call us directly at [contact number] if you have any further questions or concerns. We truly appreciate your patience and understanding, and we will work to improve our communication so this does not happen again.
  Thank you again for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
  Warm regards,

• Initial Complaint

  Date:04/19/2025

  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.

  Company is a scam, dont even have the products they are selling. This company takes your money and ships nothing for 30+ days, if they ship at all. Contacted what they call "customer service", given false promises and excuses. Will be contacting Oregon District attorneys office on Monday, to report fraud.

  Business Response

  Date: 04/19/2025

  Hello

   

  Thank you for reaching out. We sincerely apologize for the experience you've had and understand your frustration regarding your order.
  Upon reviewing your case, I can confirm that part of your order was successfully delivered using tracking number ******************************. Additionally, a portion of your order has already been refunded to your original payment method.
  We deeply regret any inconvenience caused by delays or miscommunications from our customer service team. Please know that we take your concerns seriously and are committed to improving our processes to deliver better service.
  If theres anything further we can assist you with or if you have additional questions, please dont hesitate to contact us directly . We value your feedback and appreciate the opportunity to make this right.

   

  Sincerely,
  Talis-us

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair 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.

  Bought March 10, 2025 Paid $38.57 $12 of that was for fast shipping.I have contacted them several times and they keep saying it will come in the next few days.

  Business Response

  Date: 04/10/2025

  Hello

  Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.  
  After reviewing your order, we noticed that while the product is currently in stock, you contacted our customer service team and requested to cancel the order. If this was done in error or if you'd like us to proceed with shipping the product, please let us know as soon as possible, and wed be happy to assist.  
  If you have any further questions or would like to reinstate your order, please dont hesitate to reply to this email or contact our team directly at Customer Service

  Thank you

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair 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 purchased a light for my parrots cage on January 1st 2025. Around 5 times ive inquired about the shipping and when the item would be delivered. Every time I get a response its always its stuck at the warehouse or it hasnt shipped yet. My last email was last week and their reply was it will be shipped the next few days. I finally after three months and a couple weeks, I did get a shipping tracking number. That tracking number shows it was delivered to ***********, ********* on march 17th which is not my address. My shipping address is clearly stated on their website.

  Business Response

  Date: 03/19/2025

  Thank you for reaching out and bringing this matter to our attention. I sincerely apologize for the inconvenience and frustration this experience has caused you.
  After thoroughly reviewing your case, its clear that there was an error in the delivery process, and the package was not sent to your correct address. To resolve this, we have issued a full refund for your order. Please note that refunds can take 3-7 business days to reflect in your account, depending on your bank's processing time.
  We take situations like this seriously and will be investigating this issue further to ensure that it does not happen in the future. If you have any other concerns or require further assistance, please do not hesitate to contact us directly at [support email or phone number].
  Thank you for your understanding and patience. We value your business and hope to have the opportunity to serve you better in the future.
  Best regards,

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased a double light fixture with bulbs for my chameleon. Both bulbs worked, but only one side of the fixture worked. The shipping was incredibly slow to ship, which was fine but the first red flag. After we received the fixture, I emailed and notified them. Their customer service is subpar at best, and barely respond. They only give 30 days for a refund/replacement, but do not respond when asking for one. The last email I received was thanking me for my video and how they had to give it to their factory team first and told me to wait for their response. That was 6 days ago. They're slowly eating away at my 30 days with shipment time and their delay in responding. Nearly $200 down the drain pretty much.

  Business Response

  Date: 03/18/2025

  Thank you for reaching out to us and sharing your concerns. We sincerely apologize for the inconvenience caused by the faulty fixture and the delays in both shipping and communication. Your feedback is extremely valuable, and were committed to resolving this issue promptly.
  To proceed with a resolution, we kindly ask you to complete our Repair Request Form. Once submitted, our team will review your case, and if the product is confirmed to be broken, we will either send you a replacement or issue a full refund based on your preference.
  We regret the delay in responding to your previous email and assure you we are working to streamline our process to avoid such delays in the future. Please rest assured that your 30-day window for refund/replacement will be extended to account for the delay on our end.
  If you have any additional concerns, or if you need assistance completing the form, feel free to reply to this email or contact our customer service team directly. We are here to help.
  Thank you for your patience and understanding.
  Warm regards,

  Customer Answer

  Date: 03/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/11/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  November 2nd 2024 I ordered a product for $434.78 from ****** US #*****. Through SHOP and paid for by AFFIRM. The product showed available on their website.On November 17th I ordered a product for $36:24 #***** which arrived November 27th ( keep this date in mind ).Over a month later I contacted customer service asking about my order #***** They replied it will take another week or so.12/23/24 I reached out by phone they said another couple of weeks. (1800387-5643 )1/31/25 reach out by phone ( They are still waiting for shipment but I can cancel ) I decided to wait a bit longer.2/6/25 I went ahead and canceled still had not arrived at their warehouse and they explained it's coming from ******* and they do not know when the shipment arrives.2/16/25 Sent a email by Apple mail if the order has been canceled and Affirm refunded?2/17/25 Their response " Refund #***** order " Hello Yes we did, Sincerely Tallis-US The next couple of weeks I had been trying to resolve the issue with Affirm *********** for my refund. Today I spoke with them and they said the issue is closed because I received the product on November 27th, problem is the product I received that day was order# ***** for $36:24 not order #***** for $434:78. that was canceled on February 6th 2025. I have no idea why the mix up but if ****** did not have the product in stock why did they take the money. It is now March and the order was put in November 2nd 2024 and still not resolved.

  Business Response

  Date: 03/11/2025

  Hello

  Thank you for reaching out and providing detailed information about your concern. We sincerely apologize for the inconvenience caused and the delay in resolving this issue.
  We understand your frustration regarding the mix-up between order #***** and order #*****, as well as the ongoing challenges with the refund process. Allow me to clarify and outline the issue:
  Order #***** for $434.78 was canceled on February 6th, 2025, as confirmed in our email response on February 17th, 2025. However, the complication arises because there were two claims opened with Affirm for the same order.
  When these claims were opened, Affirm processed the funds twice, withdrawing them from our account each time. This has caused delays in Affirm's ability to reconcile and issue the correct refund back to you.

  Thank you

• Initial Complaint

  Date:03/01/2025

  Type:Service or Repair 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 placed an order on 2/12 and it was never sent. The only response that I get is an automated message saying oh should be sent in the next few days. It was supposed to arrive 3-5 business days.

  Business Response

  Date: 03/12/2025

  Hello

   

  UPS website shows order was delivered to you, tracking number 1ZC1B491YW65008031

   

  Thank you

• Initial Complaint

  Date:12/20/2024

  Type:Delivery 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 a purchase with Talis-us on November 27th, 2024 for the Arcadia LumenIZE jungledawn led reptile fixture. Approximately 8 days later I emailed the company hoping to receive the tracking number for my item, only to then find out that the item they sold me was out of stock, conveniently, after charging me for 3 day shipping. It is now December 20th. I have yet to receive a tracking number or even notification that they've received my item from the manufacturer. I understand it is the holiday season and delays are to be expected, but it has now been almost a month since the order was made. This is unacceptable. Furthermore, the customer service is abysmal. You can expect to call and/or email at least 5 times to reach a representative, (if you're that lucky.) It is astounding that a company with so little concern for customer satisfaction is still operational. Do better.

  Business Response

  Date: 12/21/2024

  Thank you for reaching out to us and sharing your experience. We sincerely apologize for the inconvenience and frustration this situation has caused.
  We understand how disappointing it must be to have placed your order on November 27th with the expectation of timely delivery, only to face delays and challenges in receiving updates. We completely agree that this experience has fallen short of the service and communication standards we aim to provide.
  Unfortunately, the Arcadia LumenIZE JungleDawn LED Reptile Fixture you ordered is currently out of stock from the manufacturer, and the holiday season has resulted in extended delays in restocking. We take full responsibility for not communicating this to you sooner and for the lack of timely updates regarding your order status. Additionally, we regret that our response time to your inquiries didnt meet expectations.
  Given the delay and your dissatisfaction, we have decided to issue a full refund for your purchase, including the 3-day shipping fee. You can expect the refund to be processed within 35 business days. Once it has been issued, we will send you an email confirmation.
  We truly value your feedback and will take steps to improve our communication, inventory management, and customer service processes to prevent similar experiences in the future.
  If theres anything else we can do to make this right, or if you have further questions, please dont hesitate to reach out to us . We deeply appreciate your patience and understanding.
  Warm regards,