Chase Hatchery Reviews (%countItem)
A hen was purchased from Chase Hatchery which then turned out a rooster after maturing. Chase promises a guarantee for the sexing of its birds. Chase communicates very slowly and unresponsively with its customers. After much effort and time, Chase finally agreed to refund the purchase and requested that the unwanted rooster be returned in order to effect a refund as no hen was available to exchange at the time. Owner requested and was promised either an exchange for another hen as per the original purchase agreement or a full refund of the same amount spent to purchase the "hen." Rooster was returned at owner's personal expense and time. However, Chase has still not refunded the item as agreed. Chase is keeping stolen property for which it has not issued proper or full refund.
Hello Revdex.com and thank you for giving us the chance to respond to this complaint.
As with all hatcheries, on most chicken breeds, there is no way to know 100% if a chick is a male or female without doing blood tests etc. Also, as with most hatcheries, we do offer a sexing guarantee which is stated on our website to be as follows: "We offer a 90% sexing accuracy guarantee or your money back. For errors resulting greater than guarantee, we will refund the difference between the female and male price...".
In response to the "very slow and responsiveness" we are a seasonal business and are closed during our off season which was after June 8 of this year. We do have staff available to respond to emails throughout the summer months but does generally take about 2-3 weeks before a message may be responded to. The emails that were exchanged between Chase Hatchery and the customer that made the complaint were during our off season and took the following days before there was a response:
Inquire from customer: June 13, 2020
Response from Chase Hatchery: June 15, 2020
Inquire from customer: June 15, 2020; June 16, 2020; June 18, 2020
Response from Chase Hatchery: June 19, 2020
Inquire from customer: June 25, 2020; June 30, 2020
Response from Chase Hatchery: July 17, 2020
Inquire from customer: July 17, 2020
Response from Chase Hatchery: July 31, 2020
We make every effort to respond to our customers as promptly as possible even during our off season months.
When the rooster was taken back by one of our staff members, it was misunderstood by us if the customer was bringing it back because they needed to re-home it due to city restrictions or just didn't want to care for it, however as expressed in the customers messages, the customer brought it back expecting a replacement or a full refund. Also as was expressed in the customers emails, it was their understanding that our sexing guarantee was different than what was listed on our website, either by what was said by one of our staff members or simply not being clearly stated. We feel that there could have been more communication on our side to clarify the expectations of the rooster being brought back and discussing the sexing guarantee, so for that reason we have refunded the full price of the chick that the customer paid for that ended up being a rooster.