Reptile Basics.

[Craiga 01453]

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...

[CALM Pythons]

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...

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


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[Craiga 01453]

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...