ComplaintsforSugar Feather Farm LLC

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On May 2 2023 I ordered two fully feathered polish pullets, one golden laced and one silver laced pullet (females). On August 16 2023 I received these birds. On October the silver laced polish hen crowed and I notified her she sent me a rooster. I was out around $77 dollars for the chicken and around $82.65 for shipping to **. I paid this amount of money because we do not have these birds anywhere around here. A rooster here can only be given away no one wants them and I have no room for anymore. I let her know and she agreed to send me a silver laced pullet for only shipping. I was out another $82.65 but was really wanting to be able to start my flock. I agreed and she shipped another one and it started crowing on 12/21/23. I notified her again by text. She said she felt terrible about it but it was Christmas. She said she would get back to me. I had not heard from her so I texted her again on April 2, 2024. I did not hear back from her until Sunday or Monday. She said they had a storm and that is why she didnt get back to me. She said shed check her records. I have lost faith in her. I had tried to file complaint on Saturday but ******* must have thrown my complaint out. I told her Saturday I had done so before hearing back from her and then she said she couldnt help me. If she sells chickens that are so much more costly for females, she should know her chicks well enough to *** them.

  Customer response

  04/20/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made 2 orders online in May of 2022, each one for 2 ******************* The order numbers were #***** and #*****. They emailed to let me know they were unsure when they would be able to complete my order, and I appreciated the updates. One order, *****, was shipped 6 months later. The other, *****, was never fulfilled so I cancelled it after I received the first order. I never received a refund for the order that was unfulfilled, $******. The goslings that I received matured into a breed that is easily recognizable as Toulouse geese, not ******************* When I tried to contact the company on multiple occasions, they took several days to respond and did not address my complaints. They have never acknowledged the order that was unfulfilled. When I sent them pictures of the ****************** on their website and the internet versus Toulouse Geese and pictures of the geese that I received, they replied back asking me to send pictures, so they could explain the breeding process. After looking around their website, I noticed that they admit their Toulouse geese are kept with their Roman ****** geese, but only on their Toulouse page. The Roman ****** page does not mention this, in fact, it states their Roman ****** geese are pure-bred. This is impossible as evidenced by my geese. I would like a refund of the unfulfilled order, ****** and half the cost of the mixed breed geese which would be *****, for a total of ******.

  Business response

  02/13/2023

  This complaint in our eyes has been resolved. Customer did not read our policies, created 2 orders and received what they paid for. . The consumer is just not happy with the geese he received and can't expect a refund for a live animal that we hatched, raised and shipped. Order ***** made May 13th. how our process and orders work communications sent may 13th. We emailed all customers who had outstanding geese orders on June 14th letting them know where we were at and gave them 3 options - refund, keep in place or sub. We indicated ******** would not be ready till the fall. Customer emailed back June 16th indicating they wanted to keep their gosling order in place. Nov 13 emailed to let know shipping and our process. Order shipped Nov 15, emails and tracking sent. All policies and emails were answered in a timely manner. Documentation can be provided. 

  Regarding the statement that they are not Romans, We clearly indicate on the website under both types of geese all about them, some have *****, some dont and colorings. The consumer only screen shot a very small portion of the products - we tried to explain how breeding works but was not interested. 

  Refund - order ***** is not eligible for a refund. Period. the consumer placed a second order may 14 ***** for the same thing. emails sent May 14 explaining process. Same email sent on June 14th for this order and same response as above. The order was not cancelled until November 22. Complaint email sent Dec 22. For refunds the consumer needs to cancel the order themselves and reply back indicating what they want to do, the consumer did not contact us about this order only requesting refund on the goslings they already received. We have no issues refunding orders if all policies have been followed. for the second order ***** full refund issued. 

  Scam - we are not a scam we are a real farm you can come visit, which people come pick up their animals here or we can ship. We have an outstanding reputation. Are we busy - absolutely! We have many animals to take care of and very short staffed, all businesses in ******* cant find help.

  Email timing - we responded very promptly. We do indicate all over that email responses can take 4 days or more and if urgent we provide a phone number and we have social media accounts as well.

  Customer response

  02/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   

   I am not satisfied by the response given. I did read their policies. They are fairly standard. It is true that I am not happy with the geese that I received. I have again attached a picture of the geese that I have, which are clearly Toulouse. I believe I am due a full refund for an animal that is not as described. It is true that I placed 2 orders and was agreeable to the initial wait, which was projected to be in the fall. I cancelled the order in November. Initially, they ignored this fact, telling me that I did not cancel it and that it was my error in creating 2 orders. The birds they sell are not as described on their website. None of the ***** geese pictured there are colored and shaped exactly like a Toulouse *****. I was willing and offered to split the refund in half, since I can't practically send the birds back now, but they became less agreeable as soon as I expressed dissatisfaction. They did offer to explain the breeding process to me, to justify how a purebred roman ***** could look exactly like a Toulouse and nothing like a *****. This was not something that I was interested in hearing. Even if we do not come to agreement on this dispute, I would recommend that they change their website description and explain that the ***** geese are kept with the Toulouse geese and there is no way to determine what the customer will receive.

   
  Regards,

  ********

   

   

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