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          Monarch Butterflies

          This business is NOT BBB Accredited.

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          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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          Complaint Status
          Complaint Type

          • Initial Complaint

            30/08/2022

            Complaint Type:
            Delivery Issues
            Status:
            Unresolved
            I ordered a Monarch kit back in 2021 because the website said they were in stock. They sent me painted ladies instead *** * *** ****** ***** getting something I didn't order. * *** **** ** ******* ** *** **** ** *** ******. They told me to order early so I'm guaranteed Monarchs for the 2022 season as they breed based on orders. I order a year on advance for this reason . They stated the Kits would arrive In July. When I emailed- they stated they would arrive in September. * *** ***** as they told me July and now changing it on me again. I wanted a refund and they finally agreed to a 50% refund. I told them I would get back to them ** * *** ** ******* **** *** *****. 5 days later I replied saying we'd take the refund. I never heard from them until August 23, 2022 at 1:40pm stating they were shipping my order. I then received a second email at 1:47pm stating they were sending painted ladies instead of Monarchs. I replied right away ***** ** I asked them not to send my order and that I wanted the refund they offered. They stated I never said yes and that they sent an email July 24 saying all Monarch orders weren't going to happen. I never received the email. I asked for them to forward it to me but they sent me a PDF of the email . ** ****** ****** ** ** *** **** ** *** * ***** ***** *** *** ********** They refused to forward me the email. I kept telling them I wanted the refund they promised me *** **** * ***** ** ** ****** ***** *** *** ***** ** **** ***** ** they were ***** and not honoring their promises. They said they ***** ** ** *** **** *** ********* *** to have my lawyer contact them or their lawyer. I asked for contact information and They would not provide contact information for their company or for a lawyer. They then blocked my email. They did not provide the refund they stated, and only gave me 7 minutes to respond between shipping and saying they changed my order. Once the order ships they said they can't do anything- ****** *** **** **** **** ** * ****

            Business response

            30/08/2022

            The statements made are false, incorrect and are ********** in nature with ********* intend.

            We have sent 3 emails recently requesting the customer to provide us a response regarding the 50% refund we had offered. No such email confirming that they accept the refund was received. The client claimed they sent us this email, we requested them to forward it to us on 3 occasions via email, they still have not done so.

            All statements including the **** email sent is incorrect and an untrue statement. This statement is untrue and the emails information that is being claimed as **** includes information that was also previously communicated.

            We will not give out personal phone numbers, private emails or confidential information. The client used ********* and ********* like language that can be evidenced that made out staff uncomfortable. We requested the client to have their lawyer reach out to us to mediate the situation, the client also stated they are a paralegal and could have done so from their own practice.

            Our terms and conditions indicate that once an order is placed and we process it we are unable to refund it, including when a shipping notification is being sent out.

            We asked that the client provide prove to the BBB and to our team regarding the acceptance of a refund, as there is no such email. In the event there was or is we will be happy to process it and close the matter. If there is not the entire claim is defamatory in nature

            In the event that there isn't the statement made above including all other statements are untrue and we will retain a lawyer regarding the untrue ********** statements that have been made and seek to bring suit.

            Customer response

            06/09/2022

            I have sent the email chain to Monarchs Butterflies showing that I did indeed reply to their email accepting their refund. I have also forwarded the email chain to them and they still refuse to refund me and honor their word. They keep stating its false even though I sent them the chain as well a forwarded the original email. **** *** ***** ********** they can not to provide the refund they promised. * ******** *** *** *** **** ************ ** **** **** ********* *********** *** ***** **** ******* *** ******** ** ***** ******** **** **** **** **** **** *** ******
            * **** ********* ******* **** ** ****** *** * ***** ******* ******* ******* ************ ***** * ********* ****** * * ****** **** ** ** ** ***** ** **** **** **** ******* *********** **** ***** ** ***** ***** ******* *** **** ****** ** *** ** ***** **** **** ** ***** **** ** **** **** *** ****** **** ********* *** **** ******** ** **** ****** ********* ** *** *** ********** ** *** *** ******** *** ** ***** * ****** ******* **** ** *** ****** ********* *** ** **** **** * ******* *** ** ***** *** ******** ***** ********* *** **** ** **** ******* *******
            I just want Monarch Butterflies to honor what they said with giving me a 50% refund . But even with the proof and all the documentation forwarded to them they are still refusing the refund. It's sad that even with the proof that I replied and accept the refund that they ignored my email and is stating they never recieved it just so they do not need to provide a refund.
            * **** ******** *** ***** ***** ** **** ** *** proof I accepted the refund. ** **** ** *** ***** ***** **** **** **** *** ***** *** ***** **** ** ******* **** ***** ****** ** **** ** *** **** ** ******* * ******. **** ** *** **** ***** ******* * **** **** ***** **** ******* **** **** **** ** ******* ** ***** ** *** ****** ****** ****** *** ***** ********** ** **** ****** ** ****** **** **** ****** ** ** ** ****** ** **** ***** *** *** **** ****** ***** * **** ****** *** ********* *** **** ** ******* *******
            *** ** ***** **** **** **** ** ******** **** *** ** **** ***** **** ** ** *** ****** **** ** ******* ***** ******** ** * ******** ****** Even with the proof they asked for, they still refuse even after stating to BBB if they recieved the email to prove I accepted the refund. Which they have the email chain as well as the original forwarded email chain. ** ***** *** **** *** *** ******** **** **** **** **** ** ** ** ** *** **** *** **************** ********************************

            Business response

            06/09/2022

            The customer was unable to provide the below information as the statements made are untrue making the claim ***** and the statements made are incorrect. The claim made was untrue, ********** in nature with ********* intended. It should be removed all together as the claim made was untrue. Please either respond with the requested information below or this claim should be closed as it's untrue

          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. ↩

          BBB Rating & Accreditation

          C

          This business is not BBB Accredited

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          Contact Information

          Private

          Toronto, ON M6P 4B2

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          Customer Complaints Summary

          8 total complaints in the last 3 years.

          3 complaints closed in the last 12 months.

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