Complaints

• Initial Complaint

  08/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have ordered from **** for a couple years now without any issues. However, my recent order has been terrible to say the least. Upon receiving my birds, I noticed a few DOAs which I found understandable due to my large quantity order and possible mishaps in shipping which isn't the company's fault. However, when I was placing the chicks into their respective brooding areas, I noticed several had obvious skeletal deformities like wry neck that were rather hard to miss, especially since each bird was individually wing banded. One was so severe, that it could only lay on its back. While I understand my order consisted of a rather large quantity of broilers, a hatchery should never send out chicks with such obvious malformations that they don't have any chance to live. A couple days later, I have found myself pulling out dead chicks constantly and have already lost over 10% of my order in two days. This is way more than what should be dying from natural causes, stress, etc. They appear to have some sort of illness. I know these deaths are not caused by error on my part because I have been raising broilers from this exact hatchery for a number of years now and have had experience from other hatcheries, and hatching my own birds for 10+ years without an issues. These chicks have also been quarantined from any of my personal birds since arriving, and biosecurity measures are taken seriously. They are also kept in a clean environment and properly parameters to avoid congestion. This was an absolute slap to the face to a repeat customer who wanted to use these birds as an FFA project. I am a college student who funds my own poultry projects and this has been a huge waste of money, time, and opportunity for me due to negligence of simply sending out healthy, vigorous chicks.

  Business response

  08/23/2024

  ******************. We are truly sorry for the troubles that you had.  It is our policy that we handle all loses and complaints in our ***********************.  If you reported these issues to your extension office, nothing was reported to Welp Hatchery.  You could have called us directly as well to report these issues and one of our customer service representative would have helped you.  On the day that your birds were processed and wing banded, we wing banded over ***** birds and we have not had any other calls from customers with your same issues.  We would appreciate if you can call into our *********************** and speak with one of our sales representatives about your issues.  Please provide pictures of the issues that you saw and the number of dead chicks you sustained.  We pride ourselves on our quality of chicks and our fantastic customer service.  If we don't know about issues, we can't fix them.  Our number is ************ and we are open 8:00 am to 4:30 pm Monday thru Friday, Central Standard Time.  Again, I do apologize for your issues and we are happy to make things right.  Thank you.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We placed an order with **** on September 12th for 23 hens and 2 roosters. Of the total 25 chicks received, two died - leaving 23 chicks - only 10 of which were hens. Of course, we didn't realize how many roosters we had received until they were grown and the difference was obvious. There was constant fighting in the coop and obviously not even the ten were laying eggs with the upheaval. I called **** on February 23rd about the issue. By a very rude "customer service rep", I was told I needed to send an email with pictures - which I did. The response insinuated we were lying and asked for a picture with all of the roosters together in one picture, which we could not provide. My husband called the hatchery and again received the same rude customer service and asked to speak to a manager. We asked for them to ship us the 11 (assuming the ones that died were truly hens - which who knows) hens that we were missing. The manager told us the only way they could ship us the missing hens would be for us to order 14 more so that 25 chicks (minimum order) would be in the box to keep each other warm during transit. We didn't want to spend more money with them and asked the manager to just send the 25 on their dime since it was their error - which he wouldn't do. So we asked for a refund for the 11 not received. We were told that would be processed that day. I called again on March 6th and was told the refund was being processed that day. It is March 17th and there has still not been a refund. We have done business with **** several times over the years and have never complained. Just as a side note, we were charged for the cocci spray for a total of 27 birds as well - if you will look at the invoice - which doesn't match. We would like for them to ship us 25 HENS (since that is their minimum order for chicks to have the warmth to arrive safely) with the cocci spray at no cost to us.

  Business response

  03/17/2023

  Hello, we spoke to the customer, this customer told us that they had Males instead of Hens, we asked for pictures like we always do with all of our customers, we told the customer that we will refund them for the Chicks, but this customer insisted that we should send them *********. due to the cold weather we are not able to send only 11chicks,  Our minimum of 25 chicks is  to keep them  warm and from dying in transit,  the customer was very rude to our reps and to me the Sales Manager.  attached is the Credit that we issued on 3/8 afternoon, Our credits are processed on Wednesday mornings, so it missed the deadline that day, so the credit went through the following week on 3/15.  $65.91

   

  Thank you

• Initial Complaint

  04/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This was an internet order with a ship date of March 22, 2022.The order was for 30 chicks.18 d'uccle and 12 Spanish.I received 11 d'uccle and 13 spanish Between what arrived dead and what died with 24 hours of receipt I ended up with only 14 birds from a 30 bird order. I am do a refund for 16 dead/missing birds in this order for a total of $105.60 Photo of dead birds has been submitted.Original receipt of purchase has been submitted.Instead of refunding, Welp hatchery keeps running me around. They wanted photo, I sent, now it's a week later and they still have not refunded.

  Business response

  04/14/2022

  Hello, We have issued a credit to *********************************, we apologize for the miscommunication and not taking care of this order in a timely fashion.

   

  Thank you

*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. ↩