ComplaintsforFiddle Creek Company

• Initial Complaint

  11/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered something on September 30 2023 that the website says was in stock. A few days later I emailed asking for an estimated ship date. they responded on October 2nd that the item was not in stock and they had NO idea when it would be back in stock. I was upset, I would not have ordered it if I knew the delivery date would be more than a month or two away. I asked for my order to be refunded.. I never heard from them again. Its now been almost 60 days I've emailed multiple times and still haven't gotten a refund or even a response! I'm heart broken. I've since ordered the item from somewhere else and received it with no issue. I need a refund I feel like I've been purposefully tricked out of almost 80$! I can't even get a response. It's so intentional - the out right lie of product availability and then to just ignore me is so insulting.

  Business response

  12/02/2023

  Customer placed an order in our online store on 9/28/23 for a Retrofit Bird Feeder Squirrel Cage. We informed the customer that the item was temporarily out of stock and on backorder. The manufacturer is experiencing a production delay and expect the item to be available to ship within the January to April, 2024 timeframe (estimated).  On 10/4/23 the customer said she did not want to wait for the item, and requested her order cancelled and refunded. We attempted to issue credit back to the customer’s card account, but the refund transaction was declined by the card issuer. On 12/1/23 we again tried to issue credit back to the customer’s card account and the refund transaction was declined by the card issuer with no reason given. Given the situation, the only thing we can do is to ship the item the customer ordered when it becomes available, or we can issue a store credit that the customer can apply towards another item offered in our online store.     

• Initial Complaint

  04/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The business is now called Songbird Garden but the address is the same. On 4/03/22 I ordered a couple of floating bird rafts but almost 2 weeks later they still had not shipped. I emailed them only to find out the item is backordered and they said it could be June or July till they get them. I requested a refund for the $66.93 I spent but they said they will only refund $61.58. I wondered why and they said it's an 8% processing fee to refund. I knew nothing about that (only found it out after they sent their Shipping Policy) and would not have ordered the items if they had been honest and said they were backordered. They say something is in stock even though it could be days, weeks, or months till it's available, if at all. If it doesn't become available, then you can choose another item or they'll issue a partial refund. This all feels fraudulent to me because they take your money knowing full well the item may or may not ever be in stock. No matter what, the customer loses and they gain. How much money have they made off of people by doing this? I know it isn't much but it's the principle of the whole thing. Frankly, I feel lied to and robbed. The site should've said right up front that it's not available. I know of no other company with such a questionable business practice and will not be doing business with these people again. By hiding the fact that the item was on backorder they were able to make at least a little money out of this deal. Otherwise, they wouldn't have made any off of me because I wouldn't have ordered in the first place. Now, because of their dishonesty, they're charging me a fee to issue my refund. How much money are they making off of people because of what feels like a dishonest, or at least shady, practice? Probably quite a bit because I, for one, wouldn't place an order on a backordered item, especially if I knew it could be months till they get the item, if they ever do at all.

  Business response

  05/03/2022

  Products offered in our online store displayed as In Stock simply means they are available for customers to purchase. Items may be in physical inventory at the time of ordering and shipped immediately, or on back order and available to ship within a specified estimated timeframe. The Floating Bird Bath Raft item this customer purchased on 4/3/22 is currently on backorder and expected to arrive at our warehouse any day within the June/July timeframe (estimated). It is also possible the item may arrive at our warehouse sooner than expected, as products often do that are on back order. In today’s supply chain environment, it is common for products to be temporarily out of stock and on backorder for a period of time. Shipments from manufacturers are arriving at our warehouse every day and the supply chain situation is fluid and constantly changing.Orders and payments submitted in our online store are processed immediately. The customer emailed us asking about the status of her order soon after it was placed. We promptly informed the customer the item was on backorder and expected to arrive at our warehouse any day within the June/July timeframe (estimated),or possibly sooner. The item was scheduled to ship to the customer as soon as it arrived. The customer decided she did not to wait for the item and requested her order cancelled. We advise customers that if there is a particular item offered in our store that they are interested in and need it shipped right away, or for it to arrive by a certain date that they contact us by email to inquire into the status of the item before placing the order. Our staff will promptly respond. The shipping policy documented in our online store states that when an item is on backorder and the customer requests the order be cancelled, we process the cancellation and issue a refund in full less transaction processing. These are transaction costs charged by banks or third-party payment processors such as PayPal that are non-refundable when orders are cancelled and payment transactions refunded. The processing costs include initial order payment and refund transaction up to 8% of the order total if payment was made by credit card, or up to 4% through PayPal.Per the customer’s request, we cancelled the order and issued a refund in full for the order total less transaction processing, which amounted to $5.35 ($66.93 order total less $5.35 order cancellation processing).As a courtesy, we will offer this customer a store credit of $5.35 (coupon) that she can apply towards any item ordered in our online store. To receive the credit, the customer must email us to let us know,and we will issue the credit and provide instructions.SongbirdGarden.com

  Customer response

  05/04/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  I received the response from this company and am not satisfied with their terms. They say I asked them the status of my order soon after it was placed. It was actually almost two weeks later when I asked them about it because I realized it hadn't even shipped yet. If they are truly interested in making this right, then they will issue me a full refund into my bank account, not give me credit from their store because I will never use it. I have no interest in doing business with them again.
  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Online order placed 11/23/2020 for 4 items totaling $157.91. Advised on 11/25/2020 that items were out of stock. Followed up with Co. by email on 2/11/2021 after no communication from them. On 2/12/2021 I was advised that the items were still on backorder. Followed up with Co. by email on 5/15/2021 again after no communication from them. On 5/16/2021 I was advised that two of the items were now in stock and they would ship them to me, but the two additional items still on backorder. Should arrive within 2-3 weeks. After almost 8 months of waiting, on 7/20/2021, I finally requested that they refund my credit card for the two outstanding items. On 7/20/2021 I was advised that since so much time had passed since my original credit card transaction, they were unable to issue a credit. I was given the option of waiting or having a store credit. At this point I had no desire to order anything else from them! 7/31/2021 I asked if their inability to issue a credit was a store policy or the credit card company. In the meantime, I called my credit card company (****) and they had no record of any credit being submitted. They also advised me that they have no time limit for accepting credit requests. I again wrote to ** on 8/13/2021 telling them what **** said. They replied that they issue credit to a cc transaction through a payment processor not directly through the cc company and to much time elapsed. They advised that the items were expected to arrive at their warehouse by Sept. No communication from them since Today is 3/29/2022!!! I have been waiting for 1 year and 5 months to receive items that they accepted payment for in NOV. of 2020. The $$ for the two remaining items should have been refunded long ago. Today I tried to call the company. They have a recording and don't accept phone calls. They apparently have several companies under Fiddle Creek Co. I am dealing with ******** ******* ***. My original order # **********. I would appreciate any help you can offer!!

  Business response

  04/12/2022

  The customer purchased four items in our online store on 11/23/20. Due to supply chain disruption issues resulting from the Covid-19pandemicall items purchased were on back order.After providing status updates, the customer informed us she wanted to wait for the items to arrive. Two of the four items arrived at our warehouse on 5/18/21 and were shipped to the customer. In July 2021, the customer indicated that she no longer wanted to wait for the remaining two items on back order and requested a refund.We made two attempts to issue a$65.98 credit(refund)to the customer’s credit card on 7/17/21 and 8/3/21, respectfully.Both times the credit(refund)transaction could not be processed because too much time had passed since the original order payment transaction on 11/23/20. The standard time frame allowed for funds to be applied back to a credit card is up to6 months from the original transaction.This is true at all major credit cards, American Express, Visa, Mastercard, Discover and including PayPal transactions.On 8/3/21 we informed the customer the refund could not be issued because too much time had passed since the original payment transaction. We provided the customer with the following two options:1) Continue waiting for the back ordered items and ship when they arrive, or, 2) Receive a store credit(coupon)for the full amount ofthe back ordered items ($65.98)that could be applied to any item offered in our online store.Unfortunately, the customer rejected both options.The back ordered item the customer was waitingforin2020and 2021arrived at our warehouse in March 2022.Out of courtesy, we will stand behind the two options provided the customer on 8/3/21. We can either ship the two items now or issue a coupon credit of $65.98 that can be applied to any item offered in our online store. The customer must contact us directly at ******************************* let us know which option is preferred.

  Customer response

  05/27/2022

  As I indicated to you in previous correspondence, I contacted American Express and they advised me that they never received a request to credit my account from you and that they do not have a time limit to accepting credit requests. The normal practice of most companies is to charge the buyer for the items that are shipped, when they ship. I ordered these items 2 ½ years ago … I was patient at first, but it got to be beyond ridiculous. You have had my money for 2 ½ years, while I have not received the items I paid for or even any correspondence from you to give me a status update on the ETA of the products. Even if, as you indicate, you were unable to process the refund, any reputable business would have refunded the amount even if they had to draw a check on the company and send it to me. I have heard NOTHING from you since 8/13/2021!

  This has been the worst on-line purchase transaction that I have ever experienced and I would never recommend your company to anyone. If the items that I ordered on 11/23/20 FINALLY arrived in your warehouse in March of 2022, as you indicated to the Better Business Bureau, I am at a loss as to why you did not go ahead and send them to me at that time by Express Mail. PLEASE DO SO IMMEDIATELY!!

   

  ** *******

  Business response

  06/10/2022

  On 4/12/22 we responded to the customer’s BBB complaint. It appears the customer may not have seen or read our BBB response dated 4/12/22. As previously stated on our BBB response, on 8/3/21 we informed the customer the refund could not be issued because too much time had passed since the original payment transaction on 11/20/20.Cash refunds cannot be issued after 6 months from the date of the original payment transaction. After 6 months only store credits can be issued. This information is documented in the Shipping Policy of our online store.On 8/3/21 we provided the customer with the following two options: 1) Continue waiting for the back-ordered items and ship when they arrive, or, 2) Receive a store credit (coupon) for the full amount of the back-ordered items ($65.98) that could be applied to any item offered in our online store. Unfortunately, the customer rejected both options back on 8/3/21.In our BBB response on 4/12/22, in good faith we offered to stand behind the two options provided the customer on 8/3/21. The customer was to contact us directly at ******************************o let us know which option she preferred. We heard nothing from this customer regarding the two options offered on 4/12/22. Unfortunately, the item the customer purchased that had been on back-order in 2020 and 2021 is now out of stock and on back-order once again as of 6/9/22. The item is delayed due to a supply chain disruption, and not expected to arrive at our warehouse until sometime in late 2022, or possibly early 2023. Because we cannot ship the item now, we can issue a store credit (coupon) for the full amount of the back-ordered item ($65.98) that can be applied to any other item offered in our online store.For security reasons,the customer must contact us directly at *****************************to confirm her correct email address and shipping information. We will then forward her the store credit (coupon) with instructions.

  Customer response

  06/10/2022

  Complaint: ********
  
  I am rejecting this response because: I did, in fact, write to ******************************* (and to ************************ because that is the email they used in prior correspondence with me) on May 26, 2022 at 4:59 pm. I asked that they immediately ship the items that I purchased on 11/23/2020, as in their response to you, they indicated that the backordered items arrived in their warehouse in March of 2022. I have absolutely no desire to do any further business with this company so a store credit (coupon) would do me absolutely no good. The documentation of my email is a screenshot from my email. If you would like for me to forward the actual email to you, I will be happy to do that. I wasn't sure how to convert the email to a file.
  
  
  
  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. ↩