Complaint Review: Muddy & Inca - Melrose Minnesota

My pet has health problems for which her veterinarian, in consultation with the University of Tennessee, have recommended several specific substances to help my pet, which substances have been working well for approximately 2 years now.  The "critical importance"" of giving my pet these substances without any lapse has been stressed to me multiple times.

Yesterday I attempted to order two of these substances through the Muddy & Inca web site.  On my first attempt to place the order, the web site told me that the transaction had been declined because incorrect credit card information had been entered.  I then again attempted to make the purchase, carefully entering correct information, yet the web site again told me that the transaction had been declined due to incorrect information having been entered, which is untrue.  A few minutes later I got two text alerts on my cell phone from my bank informing me that two purchases had just been made with Muddy & Inca and that the money for these alleged purchases had been deducted from my account, totalling $114.32.

I called Muddy & Inca to try to clear up the above-referenced problem and get my pet the critically-important substances she needs.  Not only is the problem not corrected after my phone call to the Muddy & Inca representative, the representative spent the majority of the phone call talking over me and making excuses (I can provide a recording of the phone call if it's relevant for BBB purposes).  During this call, the representative insinuated to me multiple times that the transactions had been declined because (their system falsely thinks) that incorrect card information had been entered.  If incorrect card information had been entered, then Muddy & Inca's system should never have been able to get authorizations using such incorrect information.  This is the root cause of the problem and of why my pet will now be placed into a detrimental health situation.

I then called my bank and confirmed that the card information I had entered on Muddy & Inca's web site was, in fact, correct.  I then explained the situation to the bank and attempted to get the aforesaid money back onto my card so that I could hurry up and find the needed substances for my pet elsewhere; however, the bank stated, "Because Muddy & Inca received the authorizations, we cannot release the money back to your card, in case Muddy & Inca charges against the authorizations it has been given."  As a result, I now do not have the money I need to give my pet what she needs, which, according to her veterinarian is a "very concerning situation."  Not only that, but my intent was to buy some needed substances from Muddy & Inca and other needed substances, which Muddy & Inca does not sell, from another company.  However, I now cannot get ANY of what I intended to purchase yesterday (from Muddy & Inca and other companies), which my pet desperately needs, because all of the money I had set aside for this purpose was deducted from my available balance due to the foregoing.  The above-described situation is the SECOND time I have experienced this with Muddy & Inca, and I have never experienced it with any other business.  No other business has ever been able to get an authorization and trigger a deduction from my available balance using so-called incorrect information.

Further, during my aforesaid phone call with the Muddy & Inca representative, I clearly demanded that Muddy & Inca immediately close my account, remove all of my information from their system, and never again email me.  The representative acknowledged and promised to do as I demanded; however, as of the time of this complaint I have received two subsequent email messages from Muddy & Inca, serving as proof that the representative failed to do as she promised.