xblackheart

NEVER ORDER ANYTHING FROM REPTILE DEPOT

I have just been through heck with this company.

Let me start off by saying the customer service SUCKS!!!!!!!!!

I ordered some supplies that I needed, sept 9th for the Sacramento Reptile show, sept 26th. I needed these supplies by the 24th to get everything set up by the 25th.
The same day that I ordered, I emailed asking for a confirmation for my order, asked a question that required a response by a Person. I received no response. The next day I get the automated response listing my order, and they take my money.

Time goes by, and its the week of the show. No supplies. Monday I call the store, got a shipping clerk that assures me the supplies will be there by thur the 24th.
When asked why they were not shipped, they stated one of the items was on back order. I was never informed this or that my order would be delayed, at all before this. Had I not asked, the clerk was not going to offer the info as he was trying to end the call.

Thursday comes and goes, no supplies. I have to purchase supplies elsewhere. Thursday night I call the store again. Talk to another clerk who states they do not have anything that I need, but can send some smaller cups to the show for me to pick up friday. Friday, I get a few of the small tubs that are available.

Later that week I email asking for a refund, as I only needed the supplies for the show. No response. I send numerous emails to two different contact emails and NEVER get any kind of response. I emailed at least 10 times until today (Oct 13th). I also made several phone calls to the store. Each time I called, I was told no manager could speak to me. One day the staff was gone. Two other times, the staff was at a show. One time I did get through to a "Supervisor on shift" and was told they would look into it and call me back Asap. I NEVER had one phone call returned in over a month. The phone customer service is horrible as well. No one ever gives you their name. The last call I made was answered and you could hear the person having a conversation. When they finally decided to say something to me, it started as "What'd you need?".

Result - I finally got to talk to a "Manager" who never introduced himself. I started to explain the situation and was interrupted. He stated he was aware of the issue. (If he was aware of it, why didn't I ever get a response from someone?!) He stated that they would not refund my money. I was told I'd be given store credit. I will believe that when I see it!!

Through this WHOLE thing, I was never offered an apology. I was never asked how they could make things better. Heck, I didn't even get hello's. goodbye's and thank you's.

It is truly amazing these people are in business considering how things are operated, their complete lack of customer service and rudeness.

I hope this saves you from making the same mistake that I did.
Thanks for reading,
Misty Johnson