Reptile Basics.

Not sure if anyone knows whats going on at Reptile Basics but I'm going on the second week without getting a callback or email reply from them about a screwed up order. My neighbor ordered hides, F10 and a few other things and never got the bottle of F10. I recommended them & F10 to him and now its been 2 weeks & they haven't return my calls or his calls and I look like a idiot. Anyone having a issue the last 2 weeks? I wondered if they were away on Vacay or something. Ive never had this happen.


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Also if anyone has another Hide vendor for the same Hides please let me know. There is no excuse for whats gone on after all my calls and messages. In the past they answered the phones. Cant get anything but a machine for 2 weeks now. Im done with them.


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I would just do a charge back.

I had an issue with my rack not shipping after it said it was shipped. I managed to get hold of them on a weekday around mid-morning (maybe 10:00?) but this was late last spring. I will be interested to see how this turns out, as I love the CB-70 racks.

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Originally Posted by Mr Sully

Not sure if anyone knows whats going on at Reptile Basics but I'm going on the second week without getting a callback or email reply from them about a screwed up order. My neighbor ordered hides, F10 and a few other things and never got the bottle of F10. I recommended them & F10 to him and now its been 2 weeks & they haven't return my calls or his calls and I look like a idiot. Anyone having a issue the last 2 weeks? I wondered if they were away on Vacay or something. Ive never had this happen.

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Originally Posted by Mr Sully

Also if anyone has another Hide vendor for the same Hides please let me know. There is no excuse for whats gone on after all my calls and messages. In the past they answered the phones. Cant get anything but a machine for 2 weeks now. Im done with them.

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I got an email from the owner Bobby ( inquiry@reptilebasics.com ) just last week, gotten lots of equipment from him over the years.

I also got some hides from this guy on eBay http://www.ebay.com/usr/reptilian_cyborg but they're more expensive than RBI's and look identical.

Thanks Joe. Ive never had a problem before and Bobby always answered the phone in the past when I've called or called back in a hour. Somethings odd. Im pissed because I turned this guy on, sold him a snake, a stand for a aquarium and had him spend money with them and now his shipment was short and they wont reply about it. This is whyI usually don't recommend people


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I saw a few weird complaints about them lately, I need hides but don't like the new ones as much so have just avoided ordering more and got more cleaner off amazon instead. 2 weeks is a long time to not hear anything back. I'd expect to have my bottle in hand by then.

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Originally Posted by GoingPostal

I saw a few weird complaints about them lately, I need hides but don't like the new ones as much so have just avoided ordering more and got more cleaner off amazon instead. 2 weeks is a long time to not hear anything back. I'd expect to have my bottle in hand by then.

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Yup sent his whole order except the F10. So we called to see why and what the problem was.. this has gone on for the 2nd week without a reply. Bad business i must say. Glad i order my RHP's threw Pro Panel or Id flip out without a reply.


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Originally Posted by Mr Sully

Also if anyone has another Hide vendor for the same Hides please let me know. There is no excuse for whats gone on after all my calls and messages. In the past they answered the phones. Cant get anything but a machine for 2 weeks now. Im done with them.

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Are you referring to the black hides? If so, I order mine from Pangea Reptile when I need supplies for the geckos. They have been fantastic and even sent a mini CHE overnight to me when I didn't ask them to rush it. Shipping is just a few dollars more at most but well worth it and they are great about letting you modify an order up until it's packed.

Link

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Originally Posted by Neal

I would just do a charge back.

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This for sure. Make sure you are as detailed as possible when you talk to your bank/credit card company. If you have a Visa card, let me know and I'll help you make sure your claim is submitted correctly so the charge back can't be disputed if RB wants to contest it and still not talk to you.

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Originally Posted by andrewross8705

Are you referring to the black hides? If so, I order mine from Pangea Reptile when I need supplies for the geckos. They have been fantastic and even sent a mini CHE overnight to me when I didn't ask them to rush it. Shipping is just a few dollars more at most but well worth it and they are great about letting you modify an order up until it's packed.

Link




This for sure. Make sure you are as detailed as possible when you talk to your bank/credit card company. If you have a Visa card, let me know and I'll help you make sure your claim is submitted correctly so the charge back can't be disputed if RB wants to contest it and still not talk to you.

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Yes the Black hides are the ones I always get. Thank you.
As far as the Charge Back I hate for it to come to that but even if there are personal problems (as ive had deaths in my fam this year too) I always have calls covered or a message on my VM that says I'll be in touch asap if I'm out if town. So I'm done with them. Thank you for all the chiming in.. Sounds like they are having customer service issues with more than just me.


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Originally Posted by Mr Sully

Yes the Black hides are the ones I always get. Thank you.
As far as the Charge Back I hate for it to come to that but even if there are personal problems (as ive had deaths in my fam this year too) I always have calls covered or a message on my VM that says I'll be in touch asap if I'm out if town. So I'm done with them. Thank you for all the chiming in.. Sounds like they are having customer service issues with more than just me.


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I use the round flower pot saucer bases and my hogs hate them with a passion. The sand boas love them so I've got a stack of the black hides with the rest of the supplies just in case. With the charge back, it's much like PayPal. You only have one shot once the charge back has been processed so if you cancel the claim but want to file a new one later, they won't allow it. At least if you have a Visa card. I hope it all works out for you.

I usually just order my stuff from Bean Farm as i live by them and can just call them and go out there. I do like the RB hides better though and they are set up lengthwise with an offset door vs Bean Farm ones are deeper with a center cut door.

And i never had a problem with Reptile Basics. Sucks though that they havent returned your calls.

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Originally Posted by Sauzo

I usually just order my stuff from Bean Farm as i live by them and can just call them and go out there. I do like the RB hides better though and they are set up lengthwise with an offset door vs Bean Farm ones are deeper with a center cut door.

And i never had a problem with Reptile Basics. Sucks though that they havent returned your calls.

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I never had a prob either... Thats why its been 2 weeks and I'm more upset they are screwing up than my neighbor not getting his product. Nothing worse than telling people who to order from and then they get stood up lol.


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Originally Posted by Mr Sully

I never had a prob either... Thats why its been 2 weeks and I'm more upset they are screwing up than my neighbor not getting his product. Nothing worse than telling people who to order from and then they get stood up lol.


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True.

This makes me hesitant to place my next order with them. Got a shopping cart full of stuff online with them and was about to order and then saw this thread earlier. I'm skeptical now. Was going to get a handful of hides, flexwatt, snake bags... but I kinda want it all to show up. If it doesn't I'll be a bit peeved


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I've ordered from these guys in the past:

http://www.snakemuseum.com/

They sell RBI hides for the same price as RBI.


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Sorry to hear this Sully. Seems customer service as a whole is less important to many companies than pumping out product. I've had problems with a big name Cable/Internet provider and a big name trash removal company lately.

But your particular story is a bit like what I have dealt with recently with my ferret supply company. I placed an order in March and after 10 business days hadn't received it (usually 4-5 business days from NY to MA). So I called to inquire. No answer, left a voicemail. Three days later , no food or call back. I called again...voicemail. Waited two days more and called again 3 times before finally getting a call back. The guy was in FL with sick parents. I felt bad and was sympathetic, but also needed my ferret food and didn't feel like going out to spend $11 on a tiny bag to hold the ferrets over for a few days. But seriously, why the holdup on delivery and nobody else can call a customer back? I was also charged $18 shipping but orders over $50 are supposed to be free shipping. He said he would call the warehouse and make sure my food was shipped. They shipped it that day. Apparently when the big cat's away, the warehouse mice are minimal work and plenty of play... and that the refund for shipping would be all set by the end of the day.

Well, fast forward a few weeks and I tried to order something else. My card was denied because the shipping was never refunded (prepaid gift card, figured use up the balance, put the rest on my debit card). I called the company and...surprise...no answer. Voicemail...10 days, 3 calls later and no answer or call back. Sent an email...no reply. 3 more days, 2 more voicemails, now I'm getting angry. 2 more days and 6 voicemails later he FINALLY answered. Said he had been sick and hadn't gotten any of my voicemails, but somehow knew who I was and said "this is Craig right? Sorry about your issues, I've been sick." So didn't hear my voicemails? But knew who I was and why I was calling? Sounded fishy to me.

Now I'm torn. I can't find anywhere who can compete with their prices, they are waaaaaayy cheaper than anybody else. But I don't want to give them my business...

Amyway, I feel your pain, Sully. I hope this works out for you and the neighbor...

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Originally Posted by craigafrechette

Sorry to hear this Sully. Seems customer service as a whole is less important to many companies than pumping out product. I've had problems with a big name Cable/Internet provider and a big name trash removal company lately.

But your particular story is a bit like what I have dealt with recently with my ferret supply company. I placed an order in March and after 10 business days hadn't received it (usually 4-5 business days from NY to MA). So I called to inquire. No answer, left a voicemail. Three days later , no food or call back. I called again...voicemail. Waited two days more and called again 3 times before finally getting a call back. The guy was in FL with sick parents. I felt bad and was sympathetic, but also needed my ferret food and didn't feel like going out to spend $11 on a tiny bag to hold the ferrets over for a few days. But seriously, why the holdup on delivery and nobody else can call a customer back? I was also charged $18 shipping but orders over $50 are supposed to be free shipping. He said he would call the warehouse and make sure my food was shipped. They shipped it that day. Apparently when the big cat's away, the warehouse mice are minimal work and plenty of play... and that the refund for shipping would be all set by the end of the day.

Well, fast forward a few weeks and I tried to order something else. My card was denied because the shipping was never refunded (prepaid gift card, figured use up the balance, put the rest on my debit card). I called the company and...surprise...no answer. Voicemail...10 days, 3 calls later and no answer or call back. Sent an email...no reply. 3 more days, 2 more voicemails, now I'm getting angry. 2 more days and 6 voicemails later he FINALLY answered. Said he had been sick and hadn't gotten any of my voicemails, but somehow knew who I was and said "this is Craig right? Sorry about your issues, I've been sick." So didn't hear my voicemails? But knew who I was and why I was calling? Sounded fishy to me.

Now I'm torn. I can't find anywhere who can compete with their prices, they are waaaaaayy cheaper than anybody else. But I don't want to give them my business...

Amyway, I feel your pain, Sully. I hope this works out for you and the neighbor...

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Sounds like people use a good customers kindness for weakness to me Craig!


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Well I called and Bobby answered this morning. He says he has no messages which is insane as we've called at least 30 times and would need a picture of the way the box was packed. Now how is that possible when the box came two weeks ago and my neighbor wasn't sure if the F10 would be in the same box ect ?
No apologies no nothing... I told him to call my Neighbor directly ( right now as we hang up) and gave him the #. I will be going elsewhere for hides, all my Heat Panels are from Pro Pranel and my F10 I get from Amazon so not a real big deal. The whole thing was a matter of principle more than the $14.99 my neighbor was loosing. I was hoping this thread was going to turn around but its even worse that he had no concern about the Customer Service and wants proof over $14.99. Done with them and will never recommend them again.


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Originally Posted by Mr Sully

Well I called and Bobby answered this morning. He says he has no messages which is insane as we've called at least 30 times and would need a picture of the way the box was packed. Now how is that possible when the box came two weeks ago and my neighbor wasn't sure if the F10 would be in the same box ect ?
No apologies no nothing... I told him to call my Neighbor directly ( right now as we hang up) and gave him the #. I will be going elsewhere for hides, all my Heat Panels are from Pro Pranel and my F10 I get from Amazon so not a real big deal. The whole thing was a matter of principle more than the $14.99 my neighbor was loosing. I was hoping this thread was going to turn around but its even worse that he had no concern about the Customer Service and wants proof over $14.99. Done with them and will never recommend them again.


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Just sounds like an excuse to me. I don't play around with my money so I would of said some choice words.

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Originally Posted by Mr Sully

Sounds like people use a good customers kindness for weakness to me Craig!


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You may be right. I look at customer service as a HUGE part of a business and will often choose to pay that little bit extra to receive better customer service. I've been in the restaurant business pretty much my whole life, and that is a very fickle business that relies extremely heavily on customer service, so maybe it stands out a little more to me. Having been a bartender for many years, my entire livelihood relied around customer service. A monkey can make a martini, but people pay up for the service. Come to think of it, I'd pay to see a monkey behind a bar, but that's not what we're discussing here, but potentially a gold mine (wink wink)....

Back on track: so perhaps my perception of what customer service should be is a bit skewed, but I don't believe it is. After all, without customers, you don't have a business. Without your business, I'll still be able to get what I need from somebody else...

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Originally Posted by Mr Sully

Well I called and Bobby answered this morning. He says he has no messages which is insane as we've called at least 30 times and would need a picture of the way the box was packed. Now how is that possible when the box came two weeks ago and my neighbor wasn't sure if the F10 would be in the same box ect ?
No apologies no nothing... I told him to call my Neighbor directly ( right now as we hang up) and gave him the #. I will be going elsewhere for hides, all my Heat Panels are from Pro Pranel and my F10 I get from Amazon so not a real big deal. The whole thing was a matter of principle more than the $14.99 my neighbor was loosing. I was hoping this thread was going to turn around but its even worse that he had no concern about the Customer Service and wants proof over $14.99. Done with them and will never recommend them again.


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Wow, that's unfortunate. I'll never use that company just based on this story. Thanks for sharing.

I guess this just reiterates that customer service isn't a top priority to some companies.

UPDATE. Didn't let it go. Getting refund & taking our business else where. [emoji1360]


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