Complaints

• Initial Complaint

  11/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Boot Strap Farmer falsely advertises product and offers warranties that they do not honor. To begin, I order a black white tarp advertiser being 6ml thick and the picture advertising the tarp clearly was a woven tarp. When I received the black white tarp it was not 6ml thick and was not woven. It was a 2ml extremely flimsy tarp. Boot Strap Farmers warranty claimed it covered any ripping or tearing for up to two years. The warranty even claimed you could walk on the tarp without ripping or tearing. After having the tarp less then 60 days there were multiple rips and tears all over the tarp. I contacted Boot Strap Farmer and they came up with every excuse in the book to not honor their warranty. And refused to refund my money or let me return the product. The tarp was advertised as its main function being light deprivation, which I used it for. When I tried to file a warranty claim they said they dont warranty the tarps if they are used for light deprivation Which is ridiculous because its the main thing they are advertising the tarps for.

  Business response

  11/21/2024

  The product in question that the customer purchased can be found here: ******************************************************************************************************************; This is not a woven material and is never claimed to be.  We do sell woven plastic here ************************************************************************************** however this is a clear film and not what the customer purchased. The product that was purchased has a warranty against premature UV degradation.  The warranty explicitly states "This plastic includes a 3-year Manufacturers warranty (when used as a fixed cover) and 1- Year Manufacturer's warranty (when used as a mulch) against premature UV degradation. ".  The usage of the customer was as a Non-Fixed cover.  The damage was caused by punctures of the plastic from every day mechanical movements/usage. This kind of damage is expected when used in a non-fixed application and there is no warranty for punctures of usage.  This damage also can easily occur since the product is used in an outdoor non-controlled environment and any debris or rubbing of sharp or pointed objects will puncture any plastic film.  The poly is 6mil as advertised.  There are no claims of being able to walk on this tarp. There were no complaints from the customer after receiving the product nor any compliant of the product after it was installed.  It was after the product was damaged from usage or punctures which can be expected for the application it was used for.

  Customer response

  11/21/2024

  I am rejecting this response because:   The seller changed their warranty after my several complaints written to them. The sellers main advertisement and first bullet point about the product I purchased from them is, light deprivation. The seller then claimed if you use the tarp for light deprivation there warranty does not cover it The product ripped due to UV sun deterioration in multiple spots. There isnt any evidence on the sellers website claiming this product should not be used for light deprivation and if used as so, the warranty is void. I have attached more photos of the sellers website to highlight the sellers advertising deception. 

  Business response

  11/25/2024

  The customer was using the product in a way that it was not intended. Our team has explained to him why the warranty was voided due to his application technique. 

  Customer response

  11/25/2024

  I am rejecting this response because:  I am using the product as advertised by the company. Light deprivation requires you to take the cover on and off. Product should not be advertised for Light Deprivation if it does not work for it. And or the warranty does not cover the advertised use. 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bootstrap Farmer received my order (attached) on 8/6/2024. Their site, product page, states: "Free shipping on orders over $49 to Contiguous US", however, they charged me for shipping ($17.65). Link: Free shipping on orders over $49 to Contiguous **. Product arrived with extreme toxicity out gassing. It was so bad I had to immediately throw them away. I was contacted by Bootstrap Farmer stating in part: ". If your experience was the least bit underwhelming please email us back at ********************************** and we will work with you to make it right or improve our process. ". So I contacted them and let them know the issue I had and let them know I had to throw them out. ***** was nice to offer a refund, even though I threw them out and I was pleased with this posture even though the toxic experience was not pleasant. After a week I did not hear anything back nor did I receive a refund. I was contacted by a very rude customer service manager (see images attached) who said the refund would be issued after they receive the product back, which as they already knew, was thrown away due to high toxicity. They did note that they were aware of a manufacturer's issue that caused for extreme outgassing. However, ***** stated: "While we understand that the smell may be unpleasant, we assure you that it is not harmful.". This is a false and dangerous statement as I did have a very negative reaction to the toxicity (MCS). Their site states: "The humidity domes is made of out #3 PVC" and with a quick ****** search it reveals: "Several harmful chemicals are produced in the manufacturing or disposal of plastic #3, such as lead, DEHA and vinyl chloride. These can lead to various health risks, such as birth defects, hormone disorders and cancer." After the customer service manager was dismissive twice, rude and refuses to honor the refund agreement ***** made, I came here hoping for resolution. I hope Bootstrap Farmer will honor their promise and stop false statements.

  Business response

  08/08/2024

  The customer as been offered a full refund if they return the product with a pre-paid label which we have offered multiple times.  See screenshot attachments.. 

  They were offered free "Standard" shipping at checkout.  However, they selected *** at checkout. 

  Our domes are not made out of PVC.  They are made from an *** grade of Polypropylene.  There are no harmful chemicals used to make this product and only food grade material is used. I've attached the ************** sheet that lists out the material used in this product. 

  Customer response

  08/16/2024

  I am rejecting this response because:   

  To recap:
  1) I received my order from Bootstrap farmers with extreme toxic off gassing where I had a negative reaction to.  They admitted to manufacturers issues.
  2) The toxicity was so bad I had to discard the items.
  3) I reported the problem to Bootstrap farmers and *****,knowing I discarded the items was nice enough to offer a full refund which I accepted.
  4) Bootstrap farmer customer service manager refused to honor the agreement of the refund stating the discarded items had to be returned and only then would she issue a refund. She is refusing to honor the refund agreement.
  Bootstrap farmer customer service manager once again via the BBB complaint refuses to honor the refund agreement.
  Bootstrap farmer in their marketing materials claim excellent customer service.  I hope those considering doing business with Bootstrap farmer will read this and proceed cautiously.
  From my experience with Bootstrap farmer customer service manager, customer service marketing is a complete faade.  Egregious behavior of this magnitude requires satisfaction and such egregious behavior provides the motivation to seek such satisfaction,which I shall do.
  Bootstrap farmer did not keep their word/agreement and did not provide customer service that ********************** claims they provide.
  
  Buyer beware. 

  Business response

  08/23/2024

  The customer is under the impression that our humidity domes are made of PVC and off-gassing a toxic smell. The product is made of PP #5. Our products go through rigorous testing to ensure the highest quality product for our customers. We have explained to the customer at length that our products are safe to use in your home and garden but he is insistent that the smell is causing him issues. We have had no known issues with our humidity domes. As a customer service gesture we have fully refunded the customer. Proof is attached.

  Customer response

  08/27/2024

  I am rejecting this response because:   

  Bootstrap Farmer communicated via their web page (*************************************************************************************************************************)that The humidity domes is made of out #3 PVC. This is their representation,not my impression. See attached PDF of the page and the image for the exact excerpt.  Bootstrap Farmer **************** Manager responded: The product is made of PP #5. Either the web page is wrong or the **************** Manger is wrong. 
  
  Bootstrap Farmer knows their manufacturing process packages off-gassing, non-inert, plastics: They trays and domes are manufactured and packaged directly in the shipping box. From there they await purchase to be removed from the warehouse - still in a box. We have noticed that because they are boxed right away and do not air out, they may smell like plastic.  From *****, email, Sent: Tuesday, July 30, 2024 8:32 AM.
  
  I did have a toxic reaction to their admittedly off gassing humidity domes.  Bootstrap Farmer **************** Manager claims: While we understand that the smell may be unpleasant, we assure you that it is not harmful. (Sent: Tuesday, August 6, 2024 2:53 PM). Again, either I am wrong that I did not have a reaction to their off-gassing domes or **************** Manager is wrong claiming they are not harmful. I did have a harmful reaction.
  
  Although I do appreciate the partial refund, it is not a full refund as stated by Bootstrap Farmer **************** Manager. Again, the **************** Manager is not accurate in her representations.
  
  I like Bootstrap Farmers products; without a reasonable and properly representing customer service manager, it becomes impractical to access their product line. 

*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. ↩