Farm
The Finch Farm.Com IncInformation and Alerts
Accreditation Status
This business is not BBB accredited.
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Service Area
- AK
- ID
- MT
- OR
- WA
- WY
Alert Details
This business has 2 alerts.
Pattern of Complaints
On June 7, 2021, Better Business Bureau recognized a pattern of complaints from consumer regarding customer service issues, delivery issues, and refund/exchange issues. Consumers state The Finch Farm.Com Inc does not provide any customer support options in any form. Consumers further allege The Finch Farm.Com Inc does not communicate if there is a delay in their order beyond the anticipated delivery time, and does not provide the option to refund cancelled orders.
On June 30, 2021, The Finch Farm.Com Inc responded to Better Business Bureau. The company is working with BBB to eliminate the underlying pattern of complaints by accomplishing the following:
Customer Support: The Finch Farm, Co. – Savvy Pets has now implemented a cutting-edge Artificial Intelligence platform, named ‘New Help Center’, located on the home page’s green ribbon. Customer Support is now consistent and immediate with this AI, self-serve model in place. The ‘New Help Center’ resulted from a companywide ‘Digital Transformation’ driven by MIT’s Digital Mastery framework. Live representatives monitor and manage the tickets generated from the system when customers desire a more human response. We’re confident this superior Customer Support delivery mechanism will continue to delight our customers as we advance and evolve its content. We understand that while this new technology delivers better and faster results for our customers, some customers miss a good, old-fashioned telephone call. We are positioning the company to do just that. Providing high quality at lower costs requires keeping pace with emerging technology efficiencies and balancing this with customers who are new to the Internet and its advanced technologies.
Delivery Delays: Disrupted Supply Chains due to government shutdowns, unprecedented live pet demand spikes, and ever-changing regional covid rules persistently impacted our pet provider's estimated delivery times. Live pet importers and US pet farmers were also significantly reshaped, and several of our key suppliers shut down without warning. Despite governmental shutdowns and unprecedented spikes in live pet orders, most pet producers pressed on, allowing us to valiantly deliverer live pets throughout this historical period.
While we state on our website and one each agreement with our customers that we sometimes deliver before or after these time estimates, most of our suppliers were unprepared to manage the extreme and often erratic supply changes. We continued to pass on their information in good faith, which sometimes produced order delivery traffic jams in specific pet categories and sometimes resulted in excessive delivery delays.
This type of volatility persisted until very recently when internationally imported exotic pets were once again allowed entry. It seemed that during this covid crisis, our dear suppliers would reach a stable delivery model, only to encounter a new surprise, such as an unprecedented and sudden demand for pet types like Cockatiels, Parrotlets, Balinese Kittens, or African Grey parrots.
We are catching up on covid era slowed-orders as we move forward, and we exceedingly appreciate our good customer's patience during this historical era. Additionally, our team is currently working on an automated solution to notify customers when Estimated Delivery Times, ETDs, extend past their estimation.
Refunds and Exchange: Our company has a strict policy for all live pet orders which all buyers must agree to before they are able to complete their purchase. This policy is very clear that there are no refunds or modifications once the order is placed. However, we do honor refunds and exchanges on all pet supplies. Procuring live pets frequently entails non-refundable cash deposits to our farmers, and it’s easy to see why we have such a strict no-refund policy. The special offering we do have is allowing customers to convert their orders to store credits which allows them the flexibility to acquire other live pets or pet supplies.
Out-of-Business known or suspected
According to information in BBB files, this business is no longer in business.
Important Information
Additional Info
On October 20, 2021, Better Business Bureau emailed The Finch Farm.com Inc at [email protected] and mailed a letter to their address at 5305 NE 121st Ave Vancouver, WA 98682. In the email and letter, BBB requested that The Finch Farm.com Inc address their pattern of complaints and BBB's advertising concerns. BBB did not receive a response from The Finch Farm.com Inc.
On October 25, 2021, BBB made calls to both contact numbers on file ((833) 365-0404, (360) 823-3202). BBB was unable to contact a live person or leave voicemail.
To ensure The Finch Farm.com Inc had an opportunity to review and respond to its complaints, on November 3, 2021, BBB sent out the final pattern of complaint and ad review letter. As of November 4, 2021, no contact has been made.
On October 20, 2021, BBB internet searched Google and BetterWhoIs.com to review company documents, contracts, literature, advertisements, and interview complainants/inquirers. According to WhoIs.com, The Finch Farm.com Inc, website domain registration shows the following information:
Domain: thefinchfarm.com
Registrar: GoDaddy.com, LLC
Registered On: 2006-05-30
Expires On: 2027-05-29
Updated On: 2020-05-31
Status: clientDeleteProhibited, clientRenewProhibited, clientTransferProhibited, clientUpdateProhibited
Name Servers: ns1.bigcommerce.com, ns2.bigcommerce.com, ns3.bigcommerce.com
As of November 4, 2021, the company has not responded to the complaints, nor have they responded to BBB’s attempts at contacting them.
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