My Pet Chicken

We are sorry that [redacted] is unsatisfied. We pride ourselves on providing excellent customer care. The customer service representative who spoke with [redacted]'s experienced their interactions very differently than the way [redacted] characterizes them. We stand by our our policies and guarantees. 
Sincerely,
[redacted]
Director of Operations

I'm a first time chicken owner and out of all the websites I looked at My Pet Chicken seemed to be the best. I read reviews and I also read up all the information I could on chickens and how they were shipped, so I was fully prepared to possibly receive a chick or two who didn't handle transportation well and could possibly be dead upon arrival. I immediately set out to get them when I received the call from the post office. When I got home I was extremely happy to find that my chicks were holding up very well. One of them seemed a bit out of it so I called the company and was given step by step directions on how to help bring her out of it. My chicks were sexed and vaccinated (per my request). I ordered three chicks of different breeds and was surprised with five baby chicks! I'm so excited and so grateful for everything this company has done for me. They have an outstanding customer service team that went above and beyond to help me with all my questions. I can't tell you enough how excellent they truly were. They helped me prepare for my chicks arrival beforehand and afterwards, even with questions I could have [redacted] but I wanted an experts advice on. I WILL highly recommend this company to all my friends and family. Truth be told I already have. I will be ordering from them and only them in the future. Thank you My Pet Chicken, I wish I could give you guys ten gold stars. :)

Review: I have been ordering chicks from them for a number of years. In the past there have been no issues and, since they are live chicks, I understand some losses occur. This time, however, nearly the entire flock died within one day, 4 over night and an additional six the next day. I called for assistance and was basically subjected to an interrogation that was less about what actually happened and more about finding a way to blame it on me and avoid responsibility. I was interrupted constantly, the rep changed the meaning of my words to create a narrative that diverged from what happened, did not listen to the steps I had taken and refused to escalate the call.

The birds were in a small enclosure that was free of drafts with a heating system. I had started the heater several days prior to ensure it maintained the proper temperature. After the reps repeated refusal to allow me to speak with a manager, she informed me one would call me back later that day. No manager did. The rep did call back that afternoon to inform me that they were not going to honor any warranty or do anything to remedy the situation and that no manager would be contacting me. I thought it odd that the manager refused, she informed me that the manager was calling other people but had deemed me as not worthy of her time. The disdain they hold their customers in, by actively look to place blame on the customers without actually listening to the situation and managers who pick and choose who they want to deal with, is palpable.Desired Settlement: A replacement of the chicks and an apology/explanation from the manager as to why she could not be bothered to call.

Business

Response:

Hello,

Deceptive billing practices. Charged me $5 for a small change to my order. Did not warn me about the charge. I would not have requested the change if I had known about the charge.

Review: I am an educator in a school with limited funding and decided to take our chances with mypetchicken.com for our annual order of fertilized chicken eggs for a change since they advertized to be friendly to educators. We did recieve our order on time, 30 minutes before dismissal and holiday mind you but recieved. Now I have experience with hatching chickens in my classroom and have had increasing success doing so until I noticed the products were not responding, I called numerous times and was on hold for 20+ minutes on my cell phone during my lunch hour and ancillary, but yet never recieved a live person. I finally decided to leave a message to let them know that these eggs...yeah NO activity in any of the 48 sent! The website quaranteed at least 15 of the 48 to hatch, and now our Kindergarten class is out a $107.28 and NO chicks. When a live person finally contacted me I let them know of the situation and they were very clear to say they could do no more than give us 50% OFF our next order but that we would still have to pay shipping (now the website clearly says FREE SHIPPING to educators). She also instructed me to keep the eggs in the incubator till Day 26, which I did and on Day 26 I sent them an email with the picture of the Day 26 inactive DUD eggs, but have recieved no response from them.

Product_Or_Service: 2/25/13

Order_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Refund

All we ask is for at least some sort of refund of half or at least send us another order even if its half. These are not unreasonable and the whole point is to give our students a memorable experience, which mypetchicken has taken away from them.

Business

Response:

Business Response /* (1000, 5, 2013/04/05) */

We initiated a reshipment of fertilized hatching eggs to Mr [redacted]. The process was in the works before she filed the complaint, but it took us a few days to work out the logistics.

Review: One of their customer service reps was very rude and as a customer, I find that unacceptable. She was rude to the point that I will not be purchasing from them again and will advise others in the market to go elsewhere. I placed an order for chick feed & a coop, within half a day I contacted them via email to see about canceling a part of my order. They got back to me the next day and said that they canceled it and there was just the cancellation fee to contend with. After learning of that fee, I got back w/in the hr to stop the cancel. There apparently was a mix up since they needed my payment again because someone had canceled to whole thing not just part. No problem, I called got everything sorted out with my order and payment. I then got an email later in the day to let me know that my whole order was back on its way and I just had the cancellation fee & if I had any questions to contact them. Well I had wanted to know about the fee, so called and said "I just wanted to ask about that cancellation fee". The woman I spoke with was very short with me because her immediate response was, "No I'm sticking firm with that it's just $5". I completely get that it's just $5 but it was a simple question since everything on my part was done very quickly.Desired Settlement: It's just $5 but I want it to be made very aware that they have rude people that work for them, where customer service is not important to them. As a business customer service should be very important. Yes they process things very quickly which is great but their customer service and interpersonal skills are lacking.

Business

Response:

We're sorry if [redacted] felt our customer service representative was rude. We were working quickly fulfill [redacted] request to cancel and then re-activate her order without incurring fees above the $5 cancellation fee that [redacted] agreed to (see attached). As our policy states, we charge a $5 cancellation fee if the coop hasn't left the warehouse. (see attached email.)

We ordered 25 chick's ...we had read reviews on the chick's and there was a lot of negative when people receive there chick's ...when the post office called, we went to pick they up thinking that we would see some dead chick's when we open the box ....when we open the box I was very superseded that NOT one chicken was dead...I was so happy to see that all the chick's was healthy..when we took them home we put them in bedded shaving ..showed a few the water and feed and they went to to till they got full...watch them all day to make sure that they didn't get to hot...we are very satisfied with the packing and shipping on our chick..that you very much....[redacted]