Customer hasn't picked up snake?

I sent a shipment out yesterday, be delivered this morning. The customer changed it to be held for pickup early this morning (they didn't say anything to me, but I have had customers pick up in the afternoon after work before, so I wasn't overly concerned). Now, the snake has not been picked up, and the Fedex facility is closed. My last communication with her was about an hour before the Fedex facility closed, and they assured me that they would pick up the snake and they would let me know as soon as they did. So now should I do? If the FedEx facility wasn't closed already, I'd almost be inclined to have the snake sent back to me, although I'm not sure the heat pack would last. I cannot understand how someone would not pick up a snake they purchased....I'm so worried about her:(

What kind of heat pack did you put in with her?

Do you have a disclaimer in place that covers non-collection?

She's got a 40hr heat pack that was started around 430pm yesterday. Based on our emails (I was pretty specific) I feel that I am covered, although it was Paypal so who knows what they will do. I honestly do not care about the money...I just want the poor girl to be ok. I know they keep them inside at the FedEx facility, I am just worried sick.

Update: just got a text from the customer that they will be picking her up in the morning, and that the people at FedEx know it is a live animal and she is in a heated room. Sounds like it was their plan to pick her up in the am all along. I am absolutely furious right now. I never would have shipped her if they weren't going to pick her up.

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Originally Posted by FireStorm

Update: just got a text from the customer that they will be picking her up in the morning, and that the people at FedEx know it is a live animal and she is in a heated room. Sounds like it was their plan to pick her up in the am all along. I am absolutely furious right now. I never would have shipped her if they weren't going to pick her up.

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I would be very upset as the seller also: IMO the customer should take into consideration that the animal is going through enough stress just being shipped and it having to sit in a box (regardless of excellent packing and safe temps) for longer than required isn't right.

Please keep us updated on this.

Will definitely let everyone know how it turns out....this is the first time I've been tempted to start an info/negative thread in the Feedback forum or on the BOI. I haven't even figured out how to respond to the text in a professional way, I'm so angry.

I don't blame you, I know that Life happens sometimes, but no way would I ever not pick up a live animal that is stuck in a box immediately.

Hopefully she won't be too hot with the heat pack in a heated room...

That is horrible.
That customer had no right to do that. I can understand accidents, but not if done on purpose...
They should have informed you from the get go or have her shipped tonight for tomorrow arrival.

I hope everything works out.
I would recommend you write a customer feedback on the BOI and negative customer thread here.

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Originally Posted by satomi325

That is horrible.
That customer had no right to do that. I can understand accidents, but not if done on purpose...
They should have informed you from the get go or have her shipped tonight for tomorrow arrival.

I hope everything works out.
I would recommend you write a customer feedback on the BOI and negative customer thread here.

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Yes, I wouldn't be so upset if an emergency had come up or something. But it is seeming like they had her shipped when they were unavailable to get her because they wanted her shipped right away (which makes no sense, especially because I told them many times I had no problem keeping her until we found a date that worked).

Wow, I really hope the snake is ok. And they agreed to have you ship yesterday for arrival today, knowing that they couldn't pick her up until tomorrow? :mad: Oh yeah I'd be beyond PO'ed and there would be BOI threads on every forum where it was possible.

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Originally Posted by bcr229

Wow, I really hope the snake is ok. And they agreed to have you ship yesterday for arrival today, knowing that they couldn't pick her up until tomorrow? :mad: Oh yeah I'd be beyond PO'ed and there would be BOI threads on every forum where it was possible.

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Yes, I believe that is what happened. We had quite a bit of discussion about the shipping date. They originally said Tuesday wouldn't work and wanted her shipped Monday but I was unavailable Monday. I gave them the option of pretty much any day but Monday, offered to keep her until we could find a day that worked, and gave them the option of a refund if we couldn't find a day that worked. They said never mind, Tuesday would work after all, so I figured they had rearranged their schedule...I guess not. I guess I should have listened to my gut and just given the refund, but I checked for feedback, and didn't find anything, so I just chalked it up to them being excited about a new addition.

Wow sorry hope she's Ok. Keep us posted plz

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That sucks, I hope the snake is okay.

Amazing. How they could let her sit there is beyond me. I'm such a worry wart when I've got inbound snakes. I'm dying waiting until that box is in my hands, and I open it and make sure the little snakey inside is alive and well. I hope she is ok.

Oh, wow. I'd be sooo upset and worried as well. I hope the snake is ok. :-/

I had a Cinnamon Enchi come in a couple of weeks ago from D & D reptiles, and was waiting on my porch checking the Fed-ex tracking every few minutes. When the truck was not there right at 1030 I checked the update and could not believe it said " unable to deliver, no one at home to accept". I was on the phone with the breeder immediately to let him know I was home and was contacting Fed ex to find the snake. Fed ex had gone to the wrong address and I had the snake within an hour but what a stressful hour that was. I can't even imagine leaving an animal over night like that.
Please keep us updated

Oh man. That is so stressful. I have a similar story, only from the opposite perspective: a couple of months ago I bought a baby pied female from a well-known breeder. They couldn't ship right away because of the weather and said they'd keep me posted. A week later I sent off an email asking if the weather had improved on his end. He told me he had shipped her out two days ago and texted me the tracking - but I didn't get a text and no email confirmation that I would even be able to receive her that day. I was SICK with worry. I rushed out of my office and flew up the street to the Fedex office where she had been sitting in an unheated room for a whole day, the poor baby. She was ultimately okay but I'm still a little angry over the whole thing. If I hadn't happened to shoot the seller an email she might've sat there for days. :/ How can people be so careless?

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Originally Posted by TerrieL

I had a Cinnamon Enchi come in a couple of weeks ago from D & D reptiles, and was waiting on my porch checking the Fed-ex tracking every few minutes. When the truck was not there right at 1030 I checked the update and could not believe it said " unable to deliver, no one at home to accept". I was on the phone with the breeder immediately to let him know I was home and was contacting Fed ex to find the snake. Fed ex had gone to the wrong address and I had the snake within an hour but what a stressful hour that was. I can't even imagine leaving an animal over night like that.
Please keep us updated

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This happens from time to time or the driver leaving it on the wrong door step there are a thousand things that can go wrong.

Ok stop I'm expecting my box today!!!! :)

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So did the buyer give any feedback? Has the snake been picked up?

Yeah, this is crazy. When my babies come I'm up at 7am refreshing the tracking info every 15 minutes and waiting by the window. I'm wondering if this customer has ever owned a reptile or snake for that matter? Anybody with any knowledge of their care would be sick with worry. Hope the little guy is okay!

I refresh all the time to watching to make sure everything seems to be going ok. I can't imagine leaving a snake to sit there. I really hope the snake is ok when they pick it up.

I hate storie's like these I hope that Girl is ok.

Thats crazy....even if it were something else NOT live, I would still go get it immediately because I paid for it....So it being a live animal just makes it worse and makes me sick....the only one I have had shipped went ok thank god. Did the customer ever pick the animal up I hope?

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Thats crazy....even if it were something else NOT live, I would still go get it immediately because I paid for it....So it being a live animal just makes it worse and makes me sick....the only one I have had shipped went ok thank god. Did the customer ever pick the animal up I hope?

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Originally Posted by Michelle1221

I refresh all the time to watching to make sure everything seems to be going ok. I can't imagine leaving a snake to sit there. I really hope the snake is ok when they pick it up.

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Seriously, there's a reason the paint has worn off of my F5 key.

They finally picked her up around 7:30pm MTN time (9:30pm my time). She is fine, apparently, and they are very happy with her. I think I may have gotten my first grey hairs over this one. I was worried sick about her for 2 days.

They don't seem to see any problem with letting her sit for 2 days. I am still considering posting at least an info thread, but I'm going to take a few days to cool of first, so at least what I write will be well thought out. I hate anything with the potential for drama.

Glad she is ok. :)

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Originally Posted by FireStorm

They finally picked her up around 7:30pm MTN time (9:30pm my time).She is fine, apparently, and they are very happy with her. I think I may have gotten my first grey hairs over this one. I was worried sick about her for 2 days.

They don't seem to see any problem with letting her sit for 2 days. I am still considering posting at least an info thread, but I'm going to take a few days to cool of first, so at least what I write will be well thought out. I hate anything with the potential for drama.

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This is why proper packing is so critical!!

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Originally Posted by FireStorm

They finally picked her up around 7:30pm MTN time (9:30pm my time). She is fine, apparently, and they are very happy with her.

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After looking over the guarantee on your web site, I would change the live arrival to include a disclaimer where the snake must be picked up / received immediately.

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Originally Posted by bcr229

After looking over the guarantee on your web site, I would change the live arrival to include a disclaimer where the snake must be picked up / received immediately.

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The guarantee on the website isn't as detailed as the info I send via email...I need to finish writing the TOS for the website but it hasn't happened yet. I occasionally have customers who pick up snakes on their lunch break or after work, which I don't have a problem with. I've discussed it with the folks at SYR, and since they are in a climate controlled area it isn't really an issue. But leaving them overnight (and then all day the next day) is beyond what I'm comfortable with, and I told this customer that via email prior to FedEx closing on the day she arrived there. Prior to that, I made it clear that someone had to be there to receive the snake, and contact me within 1hr of the recorded delivery time (my standard policy) as when I sent the shipment it was for delivery to a residence. The customer changed it to be held for pickup, and it didn't occur to me that I needed to make it clear that she needed to be picked up the same day until it started to get late on the day she arrived. Obviously, I realize that now, but it never occurred to me that someone would leave their snake at Fedex for almost 2 days, especially since they were so anxious to get her shipped out.

Happy she made it through okay, but I still can't believe anyone would intentionally let their snake sit around for so long in unregulated temps. I feel that shipping is a stressful situation for the animal and if you can't be bothered to get them into their new proper habitat as soon as possible, maybe you need to reconsider owning pets.