Complaints

• Initial Complaint

  08/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased 2 cockatiels for the price of around 500. Have not received the birds and its been well over the timeframe. No communication about the birds. Im out 500 bucks.

  Business response

  09/01/2024

  I spoke directly to this customer just recently (screenshots of dated conversation attached). When the customer placed their reserve originally in March, they were very specific as to the color of babies they were wanting, and wanted not just one, but two of these babies. I was very clear in letting them know upfront that I did not currently have babies in the color they wanted so it would be a wait for them, to which they agreed, understood, and wished to proceed. They acknowledged their understanding by signing my contract. I have been in contact with them during the entire process of their babies growing, sending updates and pictures once their babies arrived and were being raised. Several times when they'd grow impatient I reminded them that the Illinois law on baby animals is that they must be at least 8 weeks old and/or fully independent in order to be sold or go home. Each time, they would acknowledge what I told them and understood that their babies were still being hand fed and could not go home until they were old enough. When we spoke just recently, I explained that their babies are nearly ready but are still wanting a bit of formula at night, and they understood. Then they filed this complaint. Now their birds are ready to go home and this has caught me quite off guard. They left a ****** review saying the same as this message, and I replied to it asking if they no longer wanted their babies. As of today, I have received no response or further communication from them. Throughout the entire process, I was quite clear and upfront with them that because they requested colors I didn't currently have that there would be a wait, and each time they acknowledged that they understood the process and wished to proceed. I offered them several other babies that would have been ready much sooner but they declined each time, wanting to wait for the specific colors they were seeking. At no time did I misrepresent the fact that there would be a lengthy wait due to this fact and each time I did so they confirmed their choice and agreed to wait. 

  Customer response

  09/04/2024

   
  Complaint: 22222047
  
  I am rejecting this response because:

   Bottom line is they went well over the allotted timeframe. Didnt provide updates unless asked. The business has not provided a refund. The messages posted were only sent after we inquired and it was the same thing over and over. I was completely understanding until we hit 10 weeks.

  
  Sincerely,
  
  *********************

  Business response

  09/04/2024

  I am adding screenshots of our latest conversations, where I clearly reiterated that the customer's birds were not ready to go and that I cannot rush them through the process of growing up, regardless of how many weeks it's been. Each time, the customer acknowledged their understanding. I provided clear communication every time the customer contacted me, and even unprompted to keep them in the loop as their babies grew. I do not force my birds to ****, and it is against the law for any baby animal to go home before they are fully independent. That's the *** in ********. Despite how much a customer may want their animal faster, I don't break the law. Their babies were not independent and sending them home early would not only lead to their likely demise, but would also be illegal. At no point was I unclear about the customer's birds status. They are the ones that put a date on the calendar as to when they felt their birds should be ready. I told them repeatedly that I never put a date on when a baby will be ready because each baby grows at their own pace. This customer's babies just took a little longer than the average. 

  Customer response

  09/04/2024

   
  Complaint: 22222047
  
  I am rejecting this response because:

  I would like a refund. Thank you.

  
  Sincerely,
  
  *********************

  Business response

  09/15/2024

  The customer has added no new information to their complaint, only that they want a refund. I am rejecting this response because they were made fully aware PRIOR to purchase, that deposits are nonrefundable. They signed our contract, which also clearly states this fact, and again, this was PRIOR to their purchase. I am including screenshots of our website where all information is clearly posted, and we even tell customers to be certain they want birds PRIOR to purchasing.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I called ************ to ask if she had baby birds. after our discussion, I was told she had baby birds about to hatch soon., I am the second in line for a Latino male or female white baby cockatiel bird. *********** said to send her a ***** down payment to insure my place in line and for that type of bird. I was hoping to get the bird by my birthday May 11, 2022. After calling over and over for an update. Then after my birthday, I called again for an update. I have seen on ******** she had white newborn birds. I was finally able to discuss my concern about it taking so long and I saw a newborn on ******** I said hopefully before Christmas. I felt she wasn't concerned about my situation and discuss about maybe getting a different kind, so, I asked about a baby pied which is a speckled bird ************ said she will let me know as soon as they come,.again she stated that I was next in line. *** **** finally went off ******** and also stop receiving my calls to this day . I don't know what to do except take her to court. I just wanted my baby white cockatiel bird. *********** lied to me all this time and I don't know why. I never met her but I trusted her. All this time has gone by without her contacting me at all. I just want my bird she promised me . Thank you *********************** ************

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  September 18, 2022 I contacted Clutch Hutch Aviary "**** Moon" to ask questions about Bourke parakeet babies and by the end of the conversation I felt comfortable with my decision to send Clutch Hutch Aviary a $100.00 deposit towards a baby Bourke parakeet to be born in the Spring of 2023. Well in February of 2023 ************* decided that she would be no longer breeding Bourke Parakeets for her personal reasons. After reading this decision she wrote on her Clutch Hutch ******** page, I contacted **** to send my regrets of her decision and requested my deposit back and to void my application since I would not be receiving a Baby Bourke Parakeet that I filled an application and paid a deposit for from Clutch Hutch Aviary. ****** response was she was wondering if I wanted to switch to another species or forward the deposit to the breeder she gave her Bourke parakeets to. My response was " I would be most comfortable with a refund please". **** agreed to the refund but that was over 4 weeks ago. She said she would take care of my request on February 23rd, and I never received my deposit back. I left her 3 notes after the 3rd week of no refund with no response. After my 4th attempt she responded with "I sent the refund you should check with your bank statement". Of course I've been checking my account before sending her the reminder notes and there is no record of the refund. **** has not sent my deposit back to my bank account as she says she has. I requested to see receipts of the refund and she responded she doesn't know how to get the receipt "I'm not a tech genius " . **** Moon of Clutch Hutch Aviary has no intention of returning my deposit of the bird species that I put a deposit on that she no longer is breeding. This is very unprofessional and unethical . **** kept reminding me that she doesn't need my $100.00 and LEGALLY doesn't have to refund me at all. Not a way to conduct business . Buyer Beware !

• Initial Complaint

  07/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  On 7/7/22, I sent **** Moon $2400 via Zelle, for 4 parrots. There was to be a driver deliver these birds to me. No birds showed up and both the driver and **** Moon ghosted me. She will not respond to my calls, messages, emails or texts. She does business as Clutch Hutch aviary and lunaslilfeathers.wixsite.com

  Business response

  08/08/2022

  Hello. I am writing in response to a letter from you regarding a ***********************. I am a bit confused as to why he filed a complaint with you when we have been communicating via email almost daily. He has taken to going through my ******** friend's list and messaging my friend's saying lies about me and I would like him to stop. Despite everything, I am still willing and trying to work with him.

  
  

  ***** paid for birds and then wanted a refund when his original choices weren't available. He has read and agreed to my contract that states that deposits are nonrefundable, but we could work something out. He agreed upon replacement birds of the same value and type, but will NOT confirm that he will go to the airport to pick them up, so I cannot ship them. He's going around saying he's paid for birds he hasn't received, but its because he won't confirm with me so I can ship them! I have asked him multiple times to provide his details for booking the flight, and every single time, he beats around the **** and won't answer me. He refuses to give me an address and phone number, which Delta needs in order to book the birds flight. 

  
  

  I've been doing this awhile and I have hundreds of happy families. I am trying to resolve this situation but he is making things very difficult. He's had a sherrif call me, and the ******** attorney general! I have his birds, and I greatly want to send him his birds, but he refuses to provide the info I need to do so. I have had several people point out to me that they think he premeditated this as a scam. His ******** profile is blank and brand new, and no one in the bird community knows him. He's now threatening me that his state is a 3x collection state and he'll "*** me for everything plus damages". I want to ship his birds, but he won't comply!
  

  Customer response

  08/09/2022

   
  Complaint: 17554727
  
  I am rejecting this response because: I am rejecting this response because much of what **** Moon has included is a deliberate lie. The birds that I purchased from her were to be delivered to me. She had hired a service that drives the birds to a near location to me and I pick them up. The person that she allegedly hired to deliver the birds apparently took off with them, according to her. It is my belief that the birds were never sent and there was no intention of delivering the birds to me. Yet, the $2400 that I had deposited was taken by her and she now refuses to reimburse the entire amount. It is irrelevant what her deposit policy is because the birds that I purchased were never delivered. She wants to replace the birds with lesser birds that I never intended to buy. In reading many of the complaints against her as well as her previous business, this scenario is very much similar with all those who have been ripped off in much the same way. Her best defense is that I refuse to take replacement birds that I had no intention of buying in the first place. Yes, I have contacted the attorney general in both the state of ******** and ********. I do intend to take this individual to small claims court. I will continue to do a thorough investigation of her, her business and her business practices. Those that I have spoken to about her have offered some very valuable insight. I am continuing to request the full $2400 because I have not received the birds that I purchased. There is no reason or grounds for her to keep one dime of this money. This money was intended for birds that I thought I was purchasing but did not receive. As I look at complaints from previous unsuspecting victims, I see the same comments made by her. The pattern is to give the illusion that she is the victim and she is the one being threatened. She also states that she has hundreds of satisfied customers. I do not see evidence of this at all. She refuses to post any negative comments on her website. Therefore, it would appear that all comments are positive and have been submitted by happy customers. This is just not true. To summarize my complaint. I paid $2400 for birds I did not receive from the individual **** Moon. My expectation is that 100% of these funds be returned to me. The funds were sent to her through my Zelle account, however she refuses to put the money back into the **** account because, ironically, she doesnt believe this is a safe mechanism for sending funds back. I have given her the opportunity to replace my $2400 in whatever means she chooses. She continues to refuse.
  
  Sincerely,
  
  ***********************

*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. ↩