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Whats up with reptilefood.com

C

Corey Sawyer

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OK i got an email saying my shipment was shipped out a couple weeks ago. It never got here, they wont reply to emails. I have ordered from them since (only people i know of who ship over night) and I have gotten it.

A customer of mine was complaing of the samething.

Not sure what to say, my stuff normally always got here.

I just want people to know about there customer service being half ass. I also want them to know they lost a good customer! (One that orders a lot of crickets too&#33<img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/wink.gif" border="0" valign="absmiddle" alt=';)'>
 
I know they had a hard drive failure about that time. They had a message on their website about it. But you're right, they should be telling you this not me <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/smile.gif" border="0" valign="absmiddle" alt=':)'>
 
It was after the ahrd drive failuire. Anyways at the VERY least they should reply to my emails.
 
that's strange, William is usually very prompt with emails and incredibly generous with replacing missing/dead orders.  i once told him that one box in an order arrived 1/2 dead and he resends the entire order along with extra the next day.
keep trying.
dana
 
Hi guys!
We ran into problems with them a few times.  As with you, we were very unhappy with the response time to problems.  William did finally make it right in the end all times, but that's not the point.  The point is poor customer service, period.  We order up to 6,000 crickets per week, depending on the season, avarage that up to a year and you get approx. 300,000 plus crickets, times that by $9.00 (per thousand) and you get approx. $2700.00.   When you pay for something, you not only pay for the product, but you also pay for good customer service.   I guess they didn't need my money, so now I use Grooms cricket farm.  Chris Grooms has excellent customer service, his website is user friendly and to the point.  Crickets are top notch and very rarely are there problems.  I know everyone deserves a second chance, but 2,3,4,5, come on.
 Just my 2 cents, for what it's worth!
 Thanks,
 Bob
 
I also placed an order with them last Monday, which was after the hard drive problems.
I paid for next day shipping, because I had ran out of crickets over the weekend and needed them next day.
They were shipped second day anyway, and didn't get here until the third day. The fact they were an extra day late is not their fault, but they were supposed to be shipped next day in the first place.
I inquired twice as to why they shipped a cheaper method when I paid for next day, still have heard no response at all.
 
I had the same experience with customer service.  I also had small spiders in the crickets.  I emailed and didn't get an answer.  I finally looked up the domain address on whois and noticed that Reptilefood.com is in the same state as timberlinefisheries.com.(where the order was shipped from)  I called them and they said they just dropshipped for them and did not do their customer service.  I pressed the representative for timberline and she finally admitted that timberline does own reptilefood.com and they use it for their retail internet sales.  I was told to not say anything.  She did give me my money back for the experience and the spiders which she insisted must have crawled in there during delivery.  My advice is that you call timberlinefisheries.com and let them know the issue.  They may tell you that they do not own them, but I bet they know how to get in touch with them.  If they only dropship for them they must get paid somehow!  If they own them they should fix this quickly.  Tell them about this thread that should help!  
 THIS SITE RULES!!!!! <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/wink.gif" border="0" valign="absmiddle" alt=';)'>
 
To Reptile Doctor--Good detective work!  You are right, they are one in the same!  Don't you love how they tell you they are not, and turn around and tell you they are in the second breath!  We as another friend of ours found the same thing out and had our problems fixed the same way.  What a way to run (ruin) a business!  Go ahead people, trust them with your money! (Yeah, Right!&#33<img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/wink.gif" border="0" valign="absmiddle" alt=';)'>  Try Grooms Cricket Famrs, you can't beat 'em!!
 
Well, looks like I may have to find a new insect supplier also. My shipment of feeders from ReptileFood.com didn't arrive today as they should have. I tried emailing them but the email bounced back, hmmmm...
 
I had a supply from them sent out in the middle of their drive crash, they were prompt with answering my emails and helping me with a shipping issue which was Airborne Express' fault. They said they were going to refund my shipping and still haven't after two weeks - and now they have stopped responding to my emails.

I've been extremely happy with them in the past, I just think this drive crash has hit them hard. Maybe next time they'll think about frequent backups. <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/smile.gif" border="0" valign="absmiddle" alt=':)'>

AD
 
Just wanted to let everyone know that I did receive an email last night from Reptilefood.com which contained the Airborne tracking # for my shipment. Turns out that my shipment arrived at my local Airborne yesterday at 11AM and for some reason they neglected to deliver it to me! I did receive my shipment today and was happy with the quality of the bugs from Reptilefood.com. Anyway, I will continue using them.
 
I have been very happy with Reptilefood.com ever since I started using them for crickets. I order around 3000 to 7000
per week for my Chameleons and if there is any problem, e- mail response and customer service from William are very fast and problems always resolved in my favour.

Rob Reiding.
 
Hmm, that's weird. I've never had a problem with them. I've been using them for about a year now and they always ship on time, they get here on time, and no dead or half-dead orders. I have found two small spiders (on seperate occasions) in my boxes though. Egh, I do not like spiders. But, no biggie, if I find it, I dispose of it (hate to do it).
I reccomend them, I haven't had a problem yet.
 
I've had problems with reptilefood.com as well..  Late orders, orders that never showed up, and orders missing items.

I cannot afford to have a feeder service that is so unreliable.  

Mark
 
I've emailed this guy twice with no response.  Good thing there's plenty of other feeder companies out there.  His loss.
 
Hello Everyone!

I wanted to formally apologize to all who have had trouble with orders or contacting us.  The hard drive crash did hit us hard and was terribly unexpected. We now have taken several steps to ensure that nothing like that happens again.  I do respond promptly to all e-mails I receive and never neglect one for any reason at all.  There has been instances in the past where a link had failed and no longer sent to the correct e-mail so we never received the e-mails that customers sent.  So I appreciate everyone that stayed with us through that.  We have been back at full force for about 2 months now and are getting ready to celebrate our 2-year anniversary.  (very exciting)  I don't really expect anything from this just wanted to put some minds at ease.  I appreciate you listening. Have a great day.
 
hey Corey,

I recently ordered some crickets from reptile food .com. when they got to my home about a quarter of them were dead. it was a very hot day so i will give them the benefit of the doubt but I was wondering what supplier you have been using in place of them?

                                                             Zuzecha
 
Guys,
 I don't usually stand-up for the competition, but crashes do happen!  I have conversed with william a couple of times and would give him the benefit of the doubt.  Bugs die in transit during this type of heat sometimes.  The bug business is not an easy one.
William,  
It shows that you care that you came on here to post about the drive crash.   Good luck to you.  
Ken Chiarella
wormman.com
 
Hey,

Thank you very much Ken, I haven't talked to you in a while, I hope everything is going well for you.  The crash was a major pain and we got everything back to normal in a couple days after but man what a fiasco.  Have a great 4th Everyone!

William
 
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