Poor customer service at TheSnake Pitt (Bob Pitt). Long read, but detailed.

Let me first start by saying this matter was resolved, I got my money back. I just want to put this out there as a warning. I did search for this guy on the BOI and couldn't find anything on him other than a business by a different name than what he has now. I have all of the text screen shots, I just didn't want to take the time to upload them all. I can if anybody thinks its absolutely necessary.

I saw a male fire hypo back at the Midwest Reptile Show in Indy a few months ago. I contacted Bob Pitt on Saturday and asked him if the snake was still available. He stated it was, and I could pay him in 2 payments. Half now and half Aug 7.

After payment was agreed upon I asked if he could get a current weight and a updated photo of the snake. He replied, "I'll go down and pit him on a scale after supper. she is getting some stuff at store ATM, when she gets back I'll shoot you the PayPal address." I realize there is misspelling, that is just a direct quote of the text. That text was on Saturday, the 27th. I then sent paypal payment, I even sent as a gift as requested by him "to avoid the fees."

The next day, the 28th, he text me stating, "money is there thanks. I'm cleaning right now, I'll shoot a pic in a few." I replied, "Awesome. Do you know how much he weighs?" I never received a response so I text again the next day, the 29th. I sent, "Were you able to get an updated pic and weight?" Notice this is two days later at this point. All I wanted was an updated cell phone photo.

He replied, "sorry been moving and had team ball party. I'll take one as soon as I get home." This text was sent to me the 29th at 9:11 pm. He never sent a picture.

So this morning (3 days later now) I text him and told him I was getting a little nervous about the transaction. I am nervous and upset at this point so I'll post exactly what I text. It was, "I'm getting a little nervous about all this. Can I not get an updated weight and photo? This transaction is legit right? I would like a response soon, I already sent half of the money. I hope this turns out well..."

He immediately replied with, "really? you have seen at show. i told you I'm moving and coach a football tram and baseball team. if you are nervous I'll return them ones NOW."

Remember, all I asked for was a weight and a photo. I don't think this request is unreasonable in this hobby. If anything I should've requested this before I sent money (I know, I know).

So I replied, "If that is the way it is you can return my payment to (my email). But a quick cell photo and weight takes 2 minutes especially when half of the payment was sent."

He replied, "life, 5 kids and moving. payment coming."

I replied, "Thank you. I prefer better customer service in this business and a BOI post will be made most likely. I have all texts saved."

He replied, "lol, feel free. ALL my customers get anything. above and beyond the sale. customers like you are nothing but trouble and do nothing but complain. please, by all means take your business elsewhere. thank you. do NOT call or text this number again."

This part to me was funny. All I did was ask for a photo and current weight. He told me multiple times that he would, but never did. So I don't know why that was so wrong.

He tried to call me, I ignored the call and stated all communication will be over text so I have proof what was said. So he then replied, "it is sent and wad sent before you last text. now post your BOI and NEVER if pass by my table."

I don't know what's up with the spelling. I don't know if it was auto correct, or what. But the never pass by the table part was interesting.

I replied, "Thank you. Fantastic customer service man. And believe me, I will walk directly past your table. Good luck!"

What I meant by that was I would walk by and not even think about looking at what he had for sale. He will not get my business, he will not get business from my friends or family. I think he may have taken that statement the wrong way, he just replied "lol."

So to make a long story short, I got my money. He did send it back. But WOW what an ordeal. A simple photo and current weight was all I wanted. I would've made the other half of the payment as agreed and everything would've been fine. So that's what I got to deal with today.

If you want to buy from him feel free, but be warned of the poor customer service. Sorry for the long rant.

A pic and weight is not at all an unreasonable request. Sorry you had to deal with all that. Sounds like a lot of unnecessary crap!

I agree. I can't imagine ignoring a customer for three days when all they asked for was just that. At least it all ended well. :banana:

Check your pms ;)

Thank you for sharing! Most of the feedback posts are positive but we need to see the negatives here too

Wow, that is not good customer service at all. I am surprised someone would even treat a customer like that. Life and 5 kids is no excuse to ignore your customers requests if you are running a legit business.

That's a bummer. Sorry you had to deal with all that! :(

Sorry you had to deal with that. At least you got your money.

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Originally Posted by toyota89

Sorry you had to deal with that. At least you got your money.

Sent from my Droid RAZR M using Tapatalk 2

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Yes I am very thankful I got my money back.

Wow, I'm surprised he sent your money back so easy, reading the start I thought for sure you'd have had to fight him to get it back. That's terrible business. What a jerk!

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Glad you got your money back.
That's horrible customer service.
You are absolutely correct that taking a photo and a weight takes 2 minutes or less. Even sending the latest weigh in could have sufficed.....

Thanks for sharing. I don't think I'll do business with a guy with this sort of attitude.

What a prick! Glad you got your money back.

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Originally Posted by liv

What a prick! Glad you got your money back.

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Liv, I love your delicate way with words :D

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I just love Liv. ♡

I love Liv even more lovingly.

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I love Liv too, she's so dreamy :love:

First off it's good to hear it ended with a full refund. Second, thanks for the feedback. Like previously stated both good and bad feedback is welcomed. I have reached out to various folks in this hobby requesting the very same thing you asked for and have been fortunate to receive the requested info in 24 hours or less. My opinion on the matter is that at the end of the day (regardless if it's just a hobby or a business) customer service trumps all. A financial transaction should not be the end all be all once business is concluded. I would like to think that a satisfied and potential returning customer is the eye on the prize. Each one teach one and be kind to all. :cool:

Steps off the soap box. :soapbx:

ugh... If he treats a paying customer like this, I wonder how he would treat someone just looking for some advice? Also, if it is to much trouble to just go get a pic and weight, I wonder how often he actually cleans his animals tubs? Cleaning is gonna take longer than a pic and weight after all.

Thanks for sharing and glad you were able to get a full refund. I know I will never be buying from this guy thanks to you.

There was MUCH more to the reply. I am in the process of moving, coaching and my family. Regardless, I (NOT he) suggested the return of funds. The funds were returned with in 10 mins of his comment "is this legit". You feel uncomfortable, it's best not to continue. As for what I do with information, I spend hours at shows explaining basic husbandry to in depth genetics to folks, who then go and buy a 10 bushbaby. He forgets to mention that he saw the snake at the show a few days earlier as well. For anyone and everyone wanting to talk smack behind a monitor, what ever makes you feel tuff. Been in this business for many decades, will be here when most of you are gone, walked away from it. As for the poke of a different name, that is what I put on funa years ago. I can NOT change it. To make it sound like I'm hiding is just STUPID, anyone and everyone that knows me also knows I stand accountable to anything I say or do. Thanks, Bob

The right thing to do here would have been to apologize and thoughtfully state that if the customer feels nervous the best thing to do is part ways.

I hadn't really thought less of you, until you came here guns blazing and high horse riding around. Now, you're another one on the do not buy list. Sorry, but this business is about customer service and if I know you're incapable of it then I won't even bother.

Also, you're obviously less accountable than you say since it went three days past asking for weight and quick pics which ultimately ended in a termination of sale.

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Originally Posted by Thesnakepitt

There was MUCH more to the reply. I am in the process of moving, coaching and my family. Regardless, I (NOT he) suggested the return of funds. The funds were returned with in 10 mins of his comment "is this legit". You feel uncomfortable, it's best not to continue. As for what I do with information, I spend hours at shows explaining basic husbandry to in depth genetics to folks, who then go and buy a 10 bushbaby. He forgets to mention that he saw the snake at the show a few days earlier as well. For anyone and everyone wanting to talk smack behind a monitor, what ever makes you feel tuff. Been in this business for many decades, will be here when most of you are gone, walked away from it. As for the poke of a different name, that is what I put on funa years ago. I can NOT change it. To make it sound like I'm hiding is just STUPID, anyone and everyone that knows me also knows I stand accountable to anything I say or do. Thanks, Bob

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Moving, coaching and family, ok we get it, you're a busy man. No ones saying you aren't. All he asked for was a pic and an updated weight. That literally takes 5 minutes. In 3 days you couldn't find 5 minutes to do that? Does that mean you don't check on your snakes at all for days at a time? I understand you're busy, but really, 5 minutes and you would have had a sale.

I'm not saying you're a bad guy but really, try and look at this from the customers point of view. You gotta admit, it looks bad on your part the way you handled this transaction.

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Originally Posted by Thesnakepitt

There was MUCH more to the reply. I am in the process of moving, coaching and my family. Regardless, I (NOT he) suggested the return of funds. The funds were returned with in 10 mins of his comment "is this legit". You feel uncomfortable, it's best not to continue. As for what I do with information, I spend hours at shows explaining basic husbandry to in depth genetics to folks, who then go and buy a 10 bushbaby. He forgets to mention that he saw the snake at the show a few days earlier as well. For anyone and everyone wanting to talk smack behind a monitor, what ever makes you feel tuff. Been in this business for many decades, will be here when most of you are gone, walked away from it. As for the poke of a different name, that is what I put on funa years ago. I can NOT change it. To make it sound like I'm hiding is just STUPID, anyone and everyone that knows me also knows I stand accountable to anything I say or do. Thanks, Bob

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"Buy a 10 bushbaby." What does that even mean?

I did not see the snake at a show a few days prior. I saw the snake June 2 at the Midwest Reptile Show in Indy. Why lie about that? I messaged him about this specific sale on July 27. I still have all text messages saved for this exact reason. Almost 2 months went by, not 3 days.

I did not talk any smack, I posted the exact conversation. I even posted my exact replies.

I didn't make it sound like you were hiding. I stated I looked you up on fauna and could not find your current business name. Please reread the post and you will see this.

And lastly, I'm not acting tough at all. Just stating the facts. I still have the entire FB and text messages saved. I can post them if needed.

Didn't get the pics or weights, my fault. As soon as the customer expressed concern I said I would refund his money. He NEVER asked for it, I said it. All the other bs was from him blowing up my phone with texts when I told him refund was coming. Again, to make the comment about not checking my animals is a bit much, but whatever. Not trying to convert anyone and everyone is free to make their own opinions from this. I didn't come on here guns a blazing, if anything, people who have never spoken with me made comments that were ridiculous. Why would you be surprised that he got his money back so easily ? Anyone that has dealt with me would confirm that I keep in touch and work with any issues that come up from a normal to several thousand dollar animal. Everyone says it takes a few mins and you are correct. Sorry to say that in those couple of days, I didn't have or couldn't make time for that. I answered his texts, told him what it was eating and that it was much larger then the pic, but he also knew this as he saw the animal a few days earlier. thanks, Bob

I wasn't referring to many of the comments. NO where did I say your name. Sorry I thought you were at the last show, you said the price that I had for the show, but asked from an older pic with a different price including shipping

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Originally Posted by Thesnakepitt

I answered his texts, told him what it was eating and that it was much larger then the pic, but he also knew this as he saw the animal a few days earlier. thanks, Bob

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Almost two months Bob. I asked for an UPDATED weight and photo. I think you should go back and reread this thread so you understand better.

Was refering

YOU ASKED, I didn't get it out. You got your money back within 10 mins of asking if it was legit. I have seen 1 other fire ghost for sale, it was 1k on KS. Sorry you felt like you were being scammed. Never have nor will I scam someone.

your fisrt text to me on the July 27th says " Hey it's Adam. I messaged you about the fire hypo. At the show you were asking 600, is that what you still want for hi? I can paypal (if you have PayPal.) How was I NOT to think you just saw him at Richmond from that text ?

Assumptions, but anyway.

It may be good for someone to posts the texts in their entirety and the other check to make sure they're all there.

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Originally Posted by Kodieh

It may be good for someone to posts the texts in their entirety and the other check to make sure they're all there.

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Is there an easier way other than taking 25 different screenshots and uploading and linking them all?

You might be able to export them to a computer, but would take some research

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Complete conversation posted.

really makes NO difference. you didn't like the service, I didn't like the insinuation of the deal being legit. I sent your money back immediately, you posted your thread. You can look on your phone and agree or disagree with the quote I posted, as I too have all the texts between us. You don't want to deal with me and this is part of business and something I have to deal with. My responses were NOGT directed to you, as I didn't name you. They were in response to various comments from others made in this thread, many that were/are completely outlandish and far reaching to what took place between you and I. Once again, I did fail to provide you with the deatails you requested. I THOUGHT you saw the snake at the IRB at Richland IN not Hanns show in Indy, you never mentioned the show and we just did the IRB the previous Sunday. My mistake on the assumption. I have tried to answer the questions comments from this thread, I see nothing more that I can do with this situation. This is the first time I have visited this page in MANY moons. As said before, feel free to draw your own opinions from this, NOTHING I can do about that. Thanks, Bob

Lol i don't think texts have to be posted, theres nothing to debate here.

It was a simple misunderstanding that got blown out of proportion a bit. Bob thought adam had seen it only a few days before but it was really a few months before. This would explain why bob was so relaxed about getting adam the pics. Tbh i would be a little bit too. If you JUST saw the snake in person a few days prior then asking for update pics would be silly. I'm all for good customer service but that would have seemed a bit excessive to me too. Bob's a busy guy so it took him awhile to get him a pic. When adam got frustrated over this (he had a right to be since it was ACTUALLY months ago he saw the snake, not a few days ago) Bob immediately refunded the money.

Simple misunderstanding that led to both sides getting rubbed the wrong way. Bob refunded the money right away. I don't see any issues here.

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Originally Posted by adamsky27

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Yea i mean when you messaged him that second time it was a week later. He probably didnt have u as a contact on his phone or could have deleted his texts or something so he forgot about the convo.

I don't approve of the way he got pissy with you and think that reflects poorly on his customer service reputation, but still, from his point of view the misunderstanding IS understandable imo.

He has the conversation saved. Not sure how it was a misunderstanding. It's more of a coverup if you ask me. But I see where you are coming from.

So even if I saw the snake in person I wouldn't know the weight. So even if I did see it, which I didn't... A weight is still unreasonable?...

NOT trying to make excuses but all the texts the day between him and I, I was digging my wife's gold fish pond by hand. 20' x 16' 3' My son (11) was trying to help when this came up. I was instantly pissed with the "legit" question. Everything with this move has sucked, MANY unseen SNAFUs have surfaced and tested my sanity to the breaking point. With projects at every corner and date closing in it testing me to say the least. Yes, it is embarrassing to have a "bad guy" thread associated with me and my business, but when I honestly didn't try to blow you off. I have held animals for people who came on hard times for 6 months with NO money down just on their WORD. I'm as old school as there is in this business, where someones word still means something. Has it cost me, hell yes, several times. But I still give any new customer the chance, until it screws me then I never deal with them again. Sorry you felt scammed, not my intention. Once again, I think I have said all I can on this matter. thanks, Bob

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Originally Posted by adamsky27

So even if I saw the snake in person I wouldn't know the weight. So even if I did see it, which I didn't... A weight is still unreasonable?...

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Well no but i mean you'd get the idea of it.... I can see a snake and gauge its weight pretty accurately. Idk, i just feel it was a misunderstanding. Bob doesn't seem like a bad guy imo.

If I were you i'd give him a second chance to handle stuff right, if he still has the snake available. It really does seem like an honest mistake/misunderstanding. Now that he's moved he's not gunna be as tied up and short on time so give him a chance to get you some updated pics and prove that he can provide as good of customer service as he says he can. Send him the dough, and get the snake you originally wanted!

Sounds like the seller is blaming a customer for his bad mood.

A customer that had already sent half the money and doesn't know him or his reputation.
He had every cause to be nervous about the deal since by the sellers own admission he was too busy to take care of business with the attention most of us like (and from the sound of it that he usually provides himself). So, questioning the legitimacy of the deal wasn't much of a slur against his reputation. The behaviour that followed however was, this wasn't some tire-kicker wasting his time.
That, and instead of admitting a mistake trying to justify it. We all screw up occasionally but, personally I am much more comfortable dealing with people that own their foibles and try to make good on a bad situation.
It is clear this guy is no scammer, money was returned promptly but, the error was never owned and the customer service was pretty shoddy.