Quote Originally Posted by Robyn@SYR View Post
We have been in touch with Matt Oakley, and I am having some TRUST in that his shipping will exceed SYR standards moving forward.

Shipping in a plain box is unacceptable, irresponsible, against the strict SYR TOS (which you must check off on EVERY TIME you book a shipment), but most of all, as has been pointed out in the thread, this type of shipping jeopardizes ALL OF US and the entire industry.

Word also travels fast through a relatively small community, so whether or not this is the first issue after 5 years of shipping in uninsulated boxes, this must be the last instance of sub-standard shipping with the ShipYourReptiles.com service.

Our future for Matt is a one-shot deal, and he seems to understand that, and we are on the same page now. One more single shipment that is not properly done, properly packaged and insulated, and the account will be deactivated.

To reiterate for all, a properly insulated box prevents temperature swings EITHER WAY, and an insulated box should ALWAYS be used for reptile shipments. In addition, the insulation provides significant structural support to the package, one of millions moving through the system.

The ShipYourReptiles.com shipping standards insist upon a TRIPLE CONTAINER for the reptile. A secure bag or deli, inside an insulated box, inside a cardboard box.

These are not lofty standards, or unreasonable requirements, these are simple industry standards, and everyone else follows them.

I can't set customer service standards for others, but certainly the thread is a good example of the value of taking care of your customer, to nearly any degree, before the situation/relationship deteriorates and affects/infects those far and wide.

And one other shipping suggestion- send tracking numbers individually. Sending a group of numbers to a group of customers violates confidentiality, and I know first hand that those tracking number emails bridged some quick gaps between customers, allowing them to compare notes, beefs, and build some steam. You shot yourself in the foot with that one Matt : )

But it can heal, and best of luck with that, sincerely.

Robyn@ShipYourReptiles
Great post Robin and good to see you guys keeping up with what the shippers are doing and holding them to the set standards!