Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 10 assorted chicks (3/29/25) from Hoovers Hatchery through Tractor Supply online. The chicks arrived at the post office 4/2/25. Two chicks were dead at arrival, five more chicks died within a couple hours, and the remaining three chicks died by 4/3/25. I have never experienced this before. I have bought chicks online and in store from tractor supply and have never had any chicks die. It was devastating. I'm not sure if the high demand for chicks right now is affecting the shipments but the chicks seemed extremely weak at arrival and also very young. They could not have been more than a day old. I am seeking a refund at this point but will not be purchasing online again this year. It was a horrible experience. I reached out to Tractor supply about the incident but have not yet received an answer.

  Business Response

  Date: 04/04/2025

  This has already been handled. This customer reached out to Tractor Supply Customer Solutions. Tractor Supply Customer Solutions reached out to us today, 4/4/25, 10:00 AM CST regarding this issue, and we refunded Tractor Supply for this entire order of 10. Tractor Supply will refund the customer back to the original payment method they used, it generally takes 7-10 business days for the funds to appear back at their financial institution.

• Initial Complaint

  Date:02/19/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 40 chicks from them. Upon delivery, 17 were dead and within 36 hours another 12 died. I reached out to company the day delivery was received, 2/14/25 and then again on 2/16/25 and 2/17/25. I reached via multiple different methods, email. Filed claim on website, ******** and telephone (number just rings). I have not had any contact with anyone from business.

  Business Response

  Date: 02/27/2025

  Thank you for taking the time to share your concerns with us. We deeply regret that your experience did not meet your expectations, and we apologize for the loss of your chicks.
  

  After reviewing your case, we would like to address the points you raised:
  Refund Process: We understand how disappointing it must have been to lose such a significant number of chicks, and we have processed a full refund for the 17 chicks that did not survive, as well as the additional losses you experienced. The refund was issued on 2/24/25, and we apologize for any delay in resolving the matter.
  Communication Attempts: We sincerely apologize for the lack of response to your multiple attempts to reach us. Due to a high volume of inquiries during this time, our team has experienced delays in communication, but we are working diligently to address this backlog. We understand the frustration of not receiving timely updates, and we are actively working to improve our response times moving forward.

  We appreciate your patience and understanding throughout this process. 

• Initial Complaint

  Date:02/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we were confident that we would receive chicks alive and well in a timely manner. Things seemed to be the complete opposite of that, the tracking did not make sense at all. Said that they were being shipped from *********, when your hatchery is located in ****. The chicks sat in the same spot for at least a day, when its supposed to shipped in 1-2 days. The chicks were in the smallest box and shipped with no heat pack, and without any sort of nutrition for at least 3 days if not more. Theres no doubt they didnt make it because of the conditions they were put through. When the chicks were picked up at the post office, the kind gentleman at the counter offered many condolences as he knew they hadnt made it-due to them not moving around or making any noise. He reassured me that when they are taken into their care they are kept warm as best as they can and separated from other mail. The issue is not with the ****. The shipping was not correct . This resulted in complete heartbreak, as we have been waiting and excited to meet our chicks. It is a very hard sight to see all the chicks deceased and know that there wasnt anything I could of done to help. Not to mention it looks like the chicks were manhandled or the box was shaken. These poor chicks were obviously dead within the first 24hours of shipping. Once I had discovered our chicks had all come deceased, I called, Waiting 30 minutes to speak to someone, let her know the chicks arrived dead and she laughed, told me she couldnt help me, and proceeded to transfer me to tractor supply customer service where I waited an additional 15 minutes and hung up because it was absolutely ridiculous. It took my boyfriend calling and talking to a very nice woman with tractor supply customer service to get a refund and condolences.

  Business Response

  Date: 02/27/2025

  Thank you for taking the time to share your feedback. We truly understand how disappointing it must have been to receive your chicks in such a condition, and we deeply regret that your experience did not meet your expectations.
  We have thoroughly reviewed your order, including the calls from ************** and ************** . We want to clarify a few points:
  Shipping and Delivery: Your order shipped in a timely manner on 2/12/2025 and was delivered on 2/14/2025. We understand that the shipping and tracking information were confusing, and we sincerely apologize for any inconvenience this may have caused.
  Refund Process: The order was placed and paid by **** ******* through Tractor Supply. Upon receiving a refund request from Tractor Supply on 2/14/2025, we promptly refunded Tractor Supply for the full order of 10 chicks on 2/15/2025. We strive to address issues like this in a timely manner and ensured that the refund was processed as quickly as possible.
  Customer Service Interaction: We have reviewed the calls made by  ************** and ************** to ******** Hatchery. We have found no record of our team laughing or dismissing your concerns. In fact, our representative attempted to connect you with the appropriate team for assistance. We understand that the experience you had was frustrating, and for that, we sincerely apologize. 

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22944820
  
  I am rejecting this response because:
  The business didnt seem to care about our bad experience with them. They also failed to include the part about how the chicks were not shipped with a heat pack- this is super inhumane. They also did not care about how the chicks were not shipped correctly. They were not shipped in a timely manner. Spoke to someone who ordered chicks the same time and lives farther she got hers in 1-2 days all alive. This doesnt make any sense. They didnt explain why they were shipped from **. The reviews for this hatchery are awful and its extremely sad that this keeps happening to these poor chicks. - just look into the reviews they dont care about their customers or chicks- this is extremely sad!
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/10/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order 15 chickens and when they got delivered 13 are dead. The warranty they offer says refund. I tried calling the company and and they wont answer the phone. Thwy have sent emails to people saying company issues they will gwt with me in a few weeks. I want a refund

  Business Response

  Date: 02/27/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the distress caused by the loss of your chickens and the delay in our response. We understand how frustrating this situation must be for you, and we want to address your concerns thoroughly.
  Refund Process: We have processed a refund for the 13 lost chickens to the original payment method used. We appreciate your patience during this time.
  Customer Service Delays: Due to a significant increase in calls, emails, and voicemails, our team has experienced delays in responding to all inquiries. We deeply apologize for not being able to assist you as quickly as we would have liked. We are working diligently to catch up with all communications, and we understand the inconvenience this has caused.

• Initial Complaint

  Date:02/10/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 15 chickens. Was supposed to be shipped 2/3/25. Have called. Emailed multiple times with no responses. Need my chicks or a refund.

  Business Response

  Date: 02/27/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the confusion and frustration regarding your order.

  Our records show that your order was canceled as per your request. We processed this cancellation promptly, and no shipment was made.

  We understand how important it is to receive timely responses, and we regret that we were not able to address your concerns sooner. Our team has been experiencing a higher volume of inquiries, which has caused delays in our communication. We are actively working to resolve these delays and improve our response times.

  Since your order was canceled, no further action is required.

  We appreciate your understanding, and patience with us.

• Initial Complaint

  Date:01/28/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 15 chicks to be delivered 1-7-25. On the 7th I had to schedule surgery on 1/10/25. Since the order didnt arrive on the 7th I became concern that the chick would arrive on the 10th. I called several times and was placed on hold for long periods of time only to be hung up on. Sent emails that went un answered. Finely on the 8th someone at extension 305 answered the phone. They said the order had had not shipped at that time and they would postpone the order to the following Tuesday. On the 8th, while we were talking the post office was leaving me a message to pick up my chicks. So to say the least Hoovers hatchery personal didnt know what they were talking about. The following week I received another order of 15 chicks. I tried to contact them once again. I got no response from emails or phone calls. On 1-27-25 I received an email from Hoovers Hatchery it was a packing list dated 1-27-25 for 15 more checks. I tried rehoming the last 15 because I have no room for them however no one wants them. Now I have 15 more coming. Hoovers should pay for their housing and feed until I can find them a home.

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Urgent: Unacceptable Shipment Conditions and **************** We are deeply frustrated and disappointed with the shipment of chicks we received on 1/22. The lack communication, attentiveness, and precaution has resulted in an entirely unacceptable experience.We ordered 27 chicks - order SO21004 - from the hatchery, paying extra for vaccinations to ensure their health, well-being, and protection. Despite this, the shipment was sent during a snowstorm, without tracking information provided, leaving us unable to monitor their arrival or condition in a timely manner. When the chicks finally arrived and the post office called us, we were devastated to find that 4 were already dead. Tragically, 8 more died overnight, and another 9 have died since. In less than 24 hours, over half of our chicks have perished.We understand that shipping chicks can result in loss, and we ordered our count with this in mind. To make matters worse, every attempt to contact ****** has been met with radio silence. Phone lines go unanswered, and voicemail is full and not accepting messages with a recorded message that call volume is high and to try back later. No email is provided. This level of unresponsiveness is unprofessional and unacceptable for any business, let alone one that deals with live animals. We asked for a communication back as we have provided proof of death within the 48 hours, per the ********** like a shipment of healthy, vaccinated chicks as replacements, with proper tracking information and with consideration for weather conditions to ensure the safety of the chicks.We are extremely disappointed in the way this situation has been handledor rather, ignored.

• Initial Complaint

  Date:12/10/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 5, 2024, I placed an order for 50 guinea keets on the company website. There were several available dates to choose from for shipping. I chose 11/11/24. Normally chicks take 2 days to ship. We have ordered many times from this company with no problems. My husband stayed home from work in anticipation of the delivery on 11/13. No shipment came. He stayed home the next day, again no shipment. I called and was informed that they were not shipped. They were very apologetic and promised to send the birds the following week, 11/19/24. They also said they would refund my money because of the lack of communication. I was happy and thought this was a good resolution. I was given confirmation by email on 11/19/24 that the birds were to ship out that day. They did not. I called many times over this time period with nobody answering the phone most of the time. Finally, I spoke to someone that promised the birds would ship out now on 12/3. I got an email confirmation that they would be shipping. On 12/5 they arrived at the post office, all dead. There was no evidence of a heat source or nutrition package included in the shipment. I called again and let them know. I asked for the owner's contact information as I thought they should know the many failures that happened along the way with this order. The person I spoke to said that she would email it to me that day and today is 12/10 and I still do not have it and have also not received my refund yet. Nobody has contacted me to make this right.

• Initial Complaint

  Date:02/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 63 inoculated chicks. When the arrived they were not as I ordered and 6 died. The reps were hard to deal with and told me next time to buy from a private breeder. In the beginning I let ******* know by email that numerous chicks looked off and lethargic and listing. I was ignored about that. BUT In the end they refunded for 24 birds but not vaccines (6 dead in 48 hrs and 16 not right colors). Over past 10 days additional 40 have died for something they were supposed to have been vaccinated against & it was not done properly. They sprayed the vaccine on 15 of the 63 chicks heads, which were delivered in 1 box. These chicks were of one breed and kept in a seperate brooder box till a rep advised me they should have been with the rest. There is zero chance that the chicks obtained this illness due to them being quarantined from our adult/juvie birds and as the rest of the flock was hatched here or raised here. Zero illness like this ever. Vet confirmed also and having to treat over 130 adult/juvue birds & will prob loose all 57 chicks. No one answers their phone lines and an email was sent. I am now out of pocket additional for medication and the loss of these chicks & the income from them as Im a small egg business. If I loose any adult birds or juvies I will be out even more money. I dont understand how a hatchery can be so reckless like this and send out sick chicks.

  Business Response

  Date: 03/26/2024

  ******** Hatchery did respond to the numerous emails the customer sent between 1/28/2024 and 2/21/2024. We did refund the customer for the losses they reported to us including the cost of the vaccinations. We also, as a One Time Courtesy refunded the customer for the 16 birds they were unhappy with including the cost of the vaccinations.

  The customer placed their order on 1/10/2024 and paid $361.47 through PayPal. By 2/2/2024, the customer was refunded for a total of 25. The customer stated they were unhappy with the wing tip color of the birds, and that these birds are cross color contaminated. Again, as a one time courtesy we refunded for the16 birds the customer was unhappy with. The customer did provide photos of these birds, and the customer received what they ordered and what we advertise on our website and in our catalog.

  We have attached the customers invoice showing the dates and totals they were refunded for.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21327667
  
  I am rejecting this response because:

  All your response is doing is repeating the same thing I said in my initial complaint. If you had bothered to read it. 
  BUT you did not address sending sick chicks or poor quality chicks that didnt survive, chicks not vaccinated or your customer service issues. Those calls that Im sure are recorded and you can listen to and emails that you can review where I mentioned that chicks looked listing and off balence. The only thing I failed to do was find anyone who could do a necropsy on the chicks that had died. As no one with in a 2 hour drive does that. 

  you send wrong chicks that were sick and poor quality that didnt survive. I notified you by email and phone. Your customer service agents disregarded it all when I told them and were rude. 
  

  Your reply was to the refund that I said I got in Im first sentences of my complaint. NOT to the complaint.

  At this point I would be ok with just the refund of the remaining purchase amount. Even tho I have lost so much money from your careless business practices.

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

  Business Response

  Date: 04/16/2024

  I want to assure you that we take great care in ensuring the health and well-being of the chicks we ship. We understand the importance of delivering healthy, vibrant birds to our customers, and we would not compromise on this aspect of our business.
  
  Our agents made efforts to address your inquiries and concerns to the best of their abilities. However, I understand that you may not have felt adequately supported, and for that, I apologize. Customer satisfaction is of utmost importance to us.
  
  Regarding the breed and quality of the chicks you received,I can confirm that the birds sent to you were indeed the White ******* Blue Polish and White ******* Black Polish breeds, as advertised on our website. As with any naturally occurring variation, the wing tip color of these birds can vary, and our representatives endeavored to explain this to you during your interactions with them. The photos you provided aligned with the breed you ordered, and we stand by the quality of our products.
  

  We have processed a refund for the remaining balance on your order, $235.13, totaling ****** (refunded in full). Additionally, we have disabled your account to prevent any further orders.

  We understand that this situation has been challenging for you, and we genuinely regret any inconvenience it has caused. We hope that you will find a hatchery that better meets your needs in the future.

  Customer Answer

  Date: 04/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They have refunded my my purchase money.

  I disagree with them on their bird quality and health. They will never be used again by us and have on record their poor customer service responses. Now its their problem and they have lost many customers now over this.

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

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought 30 chickens were told the first time that they were broilers. They were not they were Jersey Giants. So I order 15 more Broilers and they were Jersey Giants again. It's very disappointing because they do not put on meat like a Broiler chicken and eat just as much feed. The first time I bought 30 and I called Hoovers customer service should have made it right with me then. Then I buy another 15 was told yes these are Broilers 2 months later I find out they are the same as before Jersey Giants. It's very apparent someone Is not doing their job!

  Business Response

  Date: 02/08/2024

  The customer reached out to ******************************************* on 9/11/2023, 9/12/2023, and 9/13/2023.

  On 9/11/2023 he reached out about some birds that he picked up at a store and they were not what he thought he was purchasing. The customer did not purchase them from *******************************************.

  The customer called us back on 9/12/2023 and wanted to place an order directly through Hoovers Hatchery and they did for 15 Cornish Cross Broilers unsexed, in which one of Hoovers Hatcherys employees drove and met with this person in ********, ** at the gas station.The customer has not reached back out to us by phone or text since meeting with them to deliver their birds.
  

  When we are doing a nice deed and meeting someone in person, our Customer Experience Team always double checks the order to ensure we are giving the correct birds.

  Customer Answer

  Date: 02/18/2024

   
  Complaint: 21213077
  
  I am rejecting this response because:
  I did buy the first 30 chicks from Thiesens in New Hampton the chicks did come from ******** Hatchery and were not what I was told they were and that was confirmed by ***** at ******** Hatchery when I called. I then proceeded to order another 15 chicks that were suppose to be Broilers as well and they were Jersey Giants also. Hoovers Hatchery met me at the gas station in ******** not to be doing a nice deed but  for the fact they didn't want me coming to their location to pick up the chicks since I had other poultry. I'm not the only person that didn't get the Cornish Cross Broilers like they were supposed too either! I took it upon myself to contact the ********************* ****** because thus was very frustrating when you order something and have all the money for feed and it turns out you don't have what you paid for. I think their **************** needs to triple check that they are getting the correct birds. Because I know for a fact these are not Cornish Cross Broilers. Because they did not put on the meat like a Broiler has in the past. If they can't make it right with a customer that's ordered birds for years then I guess I'll take my business elsewhere! 
  Sincerely,
  
  *********************

  Business Response

  Date: 02/19/2024

  Just like you stated, you purchased your original birds from Theisens in ***********. You paid ******** in *********** for the birds. You would need to contact that ******** if there is an issue with something you paid them for. Also, again, if there was an issue with the order that one of the Customer Experience Specialists met you with in ******** at the gas station, then you should have reached out to us, which you did not. You have our phone number, let alone you have the Customer Experience Specialists direct phone number and texting line. When we do a good deed, and meet people to give them their birds, we always make sure they are the correct breed.