Customer Service / BHB

Ok, I've been watching Brian (BHB) show for about 4 years now. I've decided I actually have the cash to start into the hobby (little bit more expensive for me considering I have to buy everything else it will need).

Anyway, over the past 4 months now I have yet to get any kind of response from them regarding just a couple questions, high res photo, etc etc.

I filled out their website contact form trying to get some help (form said it was successfully sent each time). I messaged them 3-4 times over the past 4 months and have yet to get any kind of message back from anyone at BHB. A week ago at this point I decided to go another route by getting 2 separate email addresses for them (one was labeled for questions, one was labeled for sales) and emailed them directly from my personal email address rather than using the website contact form. Another week has now passed, and I STILL HAVE NOT GOTTEN ABSOLUTELY ANY FORM OF CUSTOMER SERVICE. Absolutely nothing.

The only reason I'm still trying to get anything from them is because I just enjoyed the SnakeBytes show for so long now I thought I'd be nice to get something from a breeder that turned me onto the hobby to begin with.

My question is ...
Has anyone here heard of or had this problem?
Does anyone have any advice on how to get in contact with them?


I mean, I want to give them money. That's usually a decent motivator to provide any kind of customer service.

Any advice, help would be greatly appreciated.

Have you tried calling the facility?

I've emailed the facility as well using their form and I never got a response back. That was about a year ago.

As a general rule regardless of who the breeder is or how famous he is if I do not get an answer in a timely manner after 2 emails I move on.

I understand being busy however 4 months without answer :rolleyes:

There are plenty of great breeders out there with amazing animals and amazing customer service that will be more than happy to answer your questions.

If you still want an animal from BHB than try the phone maybe you will be more lucky.

I had a similar experience a while back with BHB. I was looking for a jungle carpet python and contacted them multiple times by email and by phone asking for pictures. After several weeks with no response I wrote them off and went with a respected breeder who responded to my inquiries and valued my business.

I had no response either. I chose to go elsewhere.

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Originally Posted by Deborah

As a general rule regardless of who the breeder is or how famous he is if I do not get an answer in a timely manner after 2 emails I move on.

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I agree with this. I understand people have lives, hobbies, relationships, work, etc but if you're selling something, in my opinion, you should be doing the legwork. I shouldn't have to work hard to give you my hard earned money. I enjoy BHB's YouTube channel as well but I'd personally look elsewhere at this point. Good luck on getting started up!

This happened to me about a year ago I was going to buy my king snakes from them I ended up buying out of Florida instead.

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I'm a phone call type o person, I don't like waiting for anything.

Just the opposite.
Absolutely HATE talking on the phone!
Much prefer e-mail.

BHB should get rid of those e-forms if they are not prepared to respond to them. The show encourages e-mail responses to the episodes, ("Tell us what YOU think about blah, blah blah...") so they can hardly claim to be too busy!

Plenty of other breeders out there who give excellent and timely customer service.

I have talked to them in the past, I always just called directly


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I have never dealt with them, but from reading through this thread, they've lost the chance to ever get my business. Customer service is a high priority of mine since I worked in the CS business many years ago.

Not to hijack this thread, or get too far off topic, but there was a thread recently about Herpstats. A member of their staff has an account here on this forum and followed and replied to several users through that thread about their current or past issues. To me, that is what it's all about. I've seen similar responses from vendors/companies on other forums for different hobbies... they like their customers, so they keep an active eye on the popular forums and are quick to respond when necessary.

I've looked at a LOT of websites about buying snakes online... some I'll still consider, but there are breeders who I've seen on this forum, and just from they way the talk to other members, and truly care about this hobby/business, I will offer them my business in the future.

To the OP... I hope they get back to you. I know what it's like to want something specific, and not be able to get a response... hang in there.

I've purchased three snakes from them, total - for whatever reason, when I've asked why they didn't respond to emails, they said they hadn't gotten them. I suspect either nobody checks the email, or that they have a spam filter and don't bother to make sure that it's filtering spam. I know their website doesn't seem to have had an overhaul in.... well, at least a year, and it really, really needs it.

That said, I've spoken with them on the phone many times, and while I don't recommend going to them for snake health related advice, their customer service for purchasing over the phone has been great, they've emailed me photos of snakes that I was interested in without any problem after a phone request, and the snakes I've gotten from them have been great, except for the one Kingsnake that had an internal defect. Apparently those aren't entirely rare with kingsnakes, and don't always show up until they're a few months old, so I don't blame them in that situation. My male Kingsnake and Ultrafly BP are both from BHB, and I'm delighted with both of them.

Just call, if you want to do business with them. I hate talking on the phone, myself, but I'd rather talk to a person live than just communicate via email, when there's a live animal involved.

I tried to do buisness with them years ago. I emailed them a few times with no response and just when I decided to call two months later, I got a reply. It was actually kind of rude and didn't even come close to answering my original question. I believe the response was signed by his wife. I understand being busy and not being able to reply to emails but the reply was almost as if they didn't even read my question. So I moved on. I agree that they should just ditch the email if it's too much for them to respond to. I've gotten quicker replies from Brian on twitter. Lol

I probably should have included that. The answer is yes 2x's. No one answered.

Caspian...
Certainly agree with you, its almost like they don't want anyones business via internet. And REALLY need to update the site if they're not going to make contact with customers. I just thought it'd be nice to give them my business as its my first snake and a big part of the reason for getting into the hobby.
But that's certainly a fair point about buying over the phone when it comes to a living animal.


It's not like I am "window shopping", and asking tons of questions with no intent of buying one. Blue Lucy, that's the one. Just really frustrated with them at this point. DEFINITELY starting to give in and find one elsewhere. But then again, I really don't have much knowledge on specific breeders/companies, not really sure who would be a good choice to buy from that actually has one (in stock).

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Originally Posted by littletreeguy

i have never dealt with them, but from reading through this thread, they've lost the chance to ever get my business. Customer service is a high priority of mine since i worked in the cs business many years ago.

Not to hijack this thread, or get too far off topic, but there was a thread recently about herpstats. A member of their staff has an account here on this forum and followed and replied to several users through that thread about their current or past issues. To me, that is what it's all about. I've seen similar responses from vendors/companies on other forums for different hobbies... They like their customers, so they keep an active eye on the popular forums and are quick to respond when necessary.

I've looked at a lot of websites about buying snakes online... Some i'll still consider, but there are breeders who i've seen on this forum, and just from they way the talk to other members, and truly care about this hobby/business, i will offer them my business in the future.

To the op... I hope they get back to you. I know what it's like to want something specific, and not be able to get a response... Hang in there.

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in that case, if anyone from bhb see's this, i'd like to buy something!

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Originally Posted by Deborah

As a general rule regardless of who the breeder is or how famous he is if I do not get an answer in a timely manner after 2 emails I move on.

I understand being busy however 4 months without answer :rolleyes:

There are plenty of great breeders out there with amazing animals and amazing customer service that will be more than happy to answer your questions.

If you still want an animal from BHB than try the phone maybe you will be more lucky.

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Oh, at this point I'm definitely open to alternate breeder suggestions. Blue Lucy is what I've been wanting (preferably in stock/available now'ish).

Have you tried checking out Kingsnake.com ? Just a quick glance at their Ball Python / Leucistic category just now turned up three BEL's, from various combinations, ranging from $400 to $500.

There are also a lot of great breeders who advertise and are active on this site! If you're on a computer, I'd definitely suggest clicking a few of the ads and seeing what's available. Its how I found one of my snakes.

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Morphmarket.com is also a thing and one I find infinitely easier to navigate and find what I'm looking for.

Some people are too busy making TV show's and trying to be famous instead of taking care of potential, or existing customers.

http://www.discovery.com/tv-shows/ve...barczyk-chewy/

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Originally Posted by CD CONSTRICTORS

Some people are too busy making TV show's and trying to be famous instead of taking care of potential, or existing customers.

http://www.discovery.com/tv-shows/ve...barczyk-chewy/

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Which isn't really a bad thing, I'd imagine that he makes a considerable amount off the videos and shows he does. I mean people here are saying it's bad customer service, but it's more like poor communication than poor customer service. When I think someone has poor customer service I think they send the wrong snakes, there's something wrong with the snakes, they never meet deadlines, etc.

That said they really need to get at least a decent system going for people trying to buy snakes. He's a big name for all sorts of snakes and any new person that looks at youtube for 10 minutes will learn his name and his face. He needs to leverage that exposure to help sell snakes. I've seen plenty of people on forums post about how they bought a snake from one of these big breeders and when I look at their prices they're a bit more than most on kingsnake and morphmarket. I'm sure their snakes are great quality, but you're paying a lot for the name.

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Originally Posted by distaff

Just the opposite.
Absolutely HATE talking on the phone!
Much prefer e-mail.

BHB should get rid of those e-forms if they are not prepared to respond to them. The show encourages e-mail responses to the episodes, ("Tell us what YOU think about blah, blah blah...") so they can hardly claim to be too busy!

Plenty of other breeders out there who give excellent and timely customer service.

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Haha, I'm the opposite!

I despise email! It lacks the HUMAN touch.

I much prefer the phone.


http://uploads.tapatalk-cdn.com/2016...1e404901d4.jpg

Quote:

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Originally Posted by CD CONSTRICTORS

Some people are too busy making TV show's and trying to be famous instead of taking care of potential, or existing customers.

http://www.discovery.com/tv-shows/ve...barczyk-chewy/

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That is what hired employees should be doing. ;)

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Originally Posted by bks2100

Which isn't really a bad thing, I'd imagine that he makes a considerable amount off the videos and shows he does. I mean people here are saying it's bad customer service, but it's more like poor communication than poor customer service. When I think someone has poor customer service I think they send the wrong snakes, there's something wrong with the snakes, they never meet deadlines, etc.

That said they really need to get at least a decent system going for people trying to buy snakes. He's a big name for all sorts of snakes and any new person that looks at youtube for 10 minutes will learn his name and his face. He needs to leverage that exposure to help sell snakes. I've seen plenty of people on forums post about how they bought a snake from one of these big breeders and when I look at their prices they're a bit more than most on kingsnake and morphmarket. I'm sure their snakes are great quality, but you're paying a lot for the name.

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You're paying for more than just a name. You're paying for the service that comes along with that name. If no one replies to repeated emails and calls, then what service do you expect after the sale? Probably much less than before your purchase....

I'll give some great examples of customer service.... JKR. Yes, I've spent a good coin with him, but he answers all kinds of non-purchase related questions (and generally within a few hours). Justin has even given me tips on breeding rats!! That is the service you pay for when you buy an animal that may be priced $500- $1000 more than the same animal from someone else.

Colin Weaver (ECRB). Great animals, and good advice as well.

One purchase from one of these guys buys you a lot more than a receipt with a name on it. It buys you invaluable insight from breeders that have been in the industry for well over 10 years. To me, that's worth an extra 10-20% on a purchase.

I give advice to all kinds of people who don't even buy from me. Maybe someday they will remember my name and grab something I have that they like.

Well said CD

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Originally Posted by bks2100

Which isn't really a bad thing, I'd imagine that he makes a considerable amount off the videos and shows he does. I mean people here are saying it's bad customer service, but it's more like poor communication than poor customer service. When I think someone has poor customer service I think they send the wrong snakes, there's something wrong with the snakes, they never meet deadlines, etc.

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As someone who has worked in various customer service fields for more than a decade and has recently started running their own business I can absolutely guarantee you that good communication is the FIRST AND FOREMOST component of good customer service. Being open, honest, ready to not just hear what the customer is saying, but listen and respond appropriately to them will turn an unhappy customer into a happy costumer, and a neutral or happy costumer into a life long repeat customer. Bad at communication is bad at customer service. A wrong product, defective product, or late delivered product are all mistakes that can happen no matter how good you are, or how well you run your business. The key to if you have good customer service is how you respond to those situations, and address it to the customer which, again, requires good, clear, and prompt communication.

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Originally Posted by PitOnTheProwl

That is what hired employees should be doing. ;)

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Possibly, but with maybe 10 employees and his spoken number of 30,000 snakes, that leaves 3,000 snakes for each employee to care for. You think they have time to answer the phone (if they're doing their job)?

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Originally Posted by CD CONSTRICTORS

I'll give some great examples of customer service.... JKR. Yes, I've spent a good coin with him, but he answers all kinds of non-purchase related questions (and generally within a few hours). Justin has even given me tips on breeding rats!! That is the service you pay for when you buy an animal that may be priced $500- $1000 more than the same animal from someone else.

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I will vouch for this as I have never bought anything from him and has still answered question I have asked him unrelated to a purchase. Given the animals he produces though, I don't see how I could not buy from him in the future. Awesome and unique stuff.

I'm with everyone else on this, if you set up a means of communication and don't communicate, that's just losing potential customers. I don't feel it is the customer's responsibility to try multiple means of communication. It should be near effortless.

Latest pickup on the way from JKR....

1.0 Spotnose Clown.
http://uploads.tapatalk-cdn.com/2016...c68b98ac35.jpg

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Originally Posted by Reinz

Haha, I'm the opposite!

I despise email! It lacks the HUMAN touch.

I much prefer the phone.

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I like the written record you get with email. There's no question after the fact of what was agreed upon and who said what.

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Originally Posted by CD CONSTRICTORS

Latest pickup on the way from JKR....

1.0 Spotnose Clown.
http://uploads.tapatalk-cdn.com/2016...c68b98ac35.jpg

Sent from my XT1254 using Tapatalk

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Dang that's a nice kid :D

I'm hoping to put a little more size on him and pimp him out to a few late Hets ;)

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What a beauty of a snake!

I second the endorsement of JKR as well. I haven't even bought a snake from him and he's answered all of my newbie questions via several emails. Great customer service and a great show of product. He gives the buyer complete confidence. Plus, he also has a great YouTube channel. I'm in Southern California and he's still at the top of my list to buy my second BP from.

That is a Beautiful snake 😀

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I had the exact oppisite expairience with BHB. I was not even ready to buy yet, I was looking at a few morphs, so i called them. The girl who answered was really nice and answered my questions and even sent me a e-mail of a possible breeding result of the best of the morphs i liked. I did call in the afternoon, when animal chores are usually lighter and they have more time to talk. I'd give them a try in the afternoon . I live in Ny and called between 2 &4.

Well, not sure if anyone out there helped me out or if BHB ran across this but finally got a response about a day after I posted this.
But thank you to anyone that responded to me. I'm sure this is where I'll be coming to learn and ask all of you questions as this is my first snake!

You could try to tweet at him( @SnakeBytesTV), he responds to all of his tweets from what i know.

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Originally Posted by SmoothScales

I like the written record you get with email. There's no question after the fact of what was agreed upon and who said what.

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I understand totally. :)

For me, if I need written records of folks that I do business with, I need to find new folks to do business with.

Now if it is, or can be a confusing transaction, then written records are good for a meeting of the minds.