Treby H.

I hate to leave negative reviews, but this one has been earned. I've had a horrible experience with this company. We ordered a Marek's vaccine for our chicks, which is to be given at one day old. If you've ever had the displeasure of losing chickens to Marek's, you know how awful it is, and that the virus is pretty much everywhere. The vaccine must be shipped overnight, and be kept cold. I ordered the vaccine Monday, paid the overnight shipping on it, and even went as far as to contact the company prior to placing the order to be sure it was in stock and would ship that day, since I wanted to time the delivery correctly with our hatch. When my vaccine hadn't shown up the next day (Tuesday) and it was after 3:30pm I tracked my order. It had been shipped UPS 3-day ground, rendering the vaccine useless because it wasn't kept cold, as well as not arriving on time for the correct day/age to vaccinate my chicks. I chatted with the company and was told it was my fault, I chose ground shipping, and the service associate got smart and asked if I had my email confirmation from them. I told her I did have it, and I was also looking at my order. I was looking at the $23.99 charge that said next day air shipping. After checking further, she realized she was wrong, someone at their company had changed the shipping to ground, and in fact, yes I had paid for overnight shipping. I explained why I needed it right away, and asked if it could be sent that day. At this point I had also called customer service, because the chat was very slow, and the girl wasn't able to give any answers. I was told they were walking my vaccine out to the warehouse immediately and would try to get it on the truck. They also told me they'd refund my shipping because it had been such a headache and their error. (Honestly, the entire vaccine is probably useless at this point because I'll be late giving it. We've tried to keep the chicks isolated and follow extreme precautions, but Marek's seems to be everywhere, hence the reason to vaccinate day old chicks). I was also told someone would follow up with me and let me know if it made the truck or not. Nobody every followed up with me and the vaccine didn't arrive the next day (Wednesday). I hadn't received any confirmation emails either. So I called the company last night and they told me it had shipped today (Wednesday), and would be arriving the next day (Thursday). Okay, great, didn't make it on the truck the night before (Tuesday), so we're another day out, but at least it's coming. I asked if I could get a confirmation email since I hadn't received anything, and the girl sent it. Why do you have to call and ask? Normally it's just sent right away. But at least she sent it. I checked my bank account today, and they definitely charged me for the vaccine, and also a UPS shipping fee, and some fee from their company. The charge wasn't pending, it was finalized. So I chatted with them again, and was told what the charges were (because when they girl sent me an email yesterday, after I requested it, these charges weren't on it). They also weren't on the pending charges in my bank account yesterday. So I explained I thought I wasn't going to be charged for shipping and then they claimed they were going to refund it. Honestly, I don't know if they will or not. I just know every single step of this process has been a hassle and a headache, and I will never order from them again. This was something really important, and obviously they just don't really care. I know times are tough, I know everyone is under staffed and doing the best they can, but just really the lack of care and concern and complete negligence of this company stinks.