Reptilefood.com

I've been using Reptilefood.com for crickets and supers for a couple of months now, and have had good service.  However, due to errors on the part of Airborne Express, my last two shipments arrived late.  Airborne said that they will issue a refund for the failed deliveries, to the shipper.

Well, I used the online forms for reporting problems with the orders.  No reply. I e-mailed service@reptilefood.com several times, and each time the e-mail is returned as undeliverable.  These are the ONLY contact methods found on their site, no phone numbers.   I even tried the phone number that showed up on my bank statement, and that gives an error message.  

So, has anyone else had trouble contacting these folks?  It's not like they're being asked to do anything more than call Airborne to get my shipping money back.  I'm only talking about a total of a couple cents over twenty bucks, but it's very annoying to not be able to contact a business when I have a problem. Not my idea of good service.

ive had the same problem a couple times with airborne pokin holes in teh boxes.  but usually the replacment crix show up before i ever get a response from william so i have never worried about it LOL. just hold tight im sure they will make good.

tom matlack

Well, ordered again last week, bugs got here on time.    Ordered this week, shipment stuck in Delaware or someplace w/Airborne.  Shame on Airborne.

However, Reptilefood.com has still not responded to earlier shipping problems.  E-mails to their service@reptilefood.com addy are still bouncing.  I reported today's screw up to them via their web form and also reminded them they need to resolve the two past screw ups, including giving them reference numbers from Airborne which is something they should have been able to do for themselves.  All they need to do is call Airborne, give them two numbers, and get their money, then credit my account.  If they don't, I'm disputing those orders with my cc company.   These people are utterly impossible to contact,  and that's inexcusable.  The price is good, the bugs are good, but the service is NOT THERE if there's a problem.

Well, their web form must be working, b/c I was contacted today via e-mail by MrLytle, their Director of Marketing and Sales.  

They'll be sending replacements for the crix Airborne has misplaced and issuing refunds on the shipping for the other orders.  While I still find the lag unacceptable, they have fixed the problem. (Or are fixing it.)

If anyone else is utterly underwhelmed by Airborne's p-poor tracking system, Mr.Lytle also informs me that they are working on offering an alternate shipper.

I have placed about 25-30 orders with them and only had one problem just recently. I placed the order online and nothing came for aprox 1 week.

We e-mailed several times and finally got a responce last thursday. He came through and got me my crickets on Friday then sent me another free batch on tuesday and again on wednesday just to make us happy!!
 
I am sorry for you bad experiance but try to get ahold of him again or I will e-mail him for you. The insects are the best and so is the price.

Brad Cooper

Tropical Creations HerpMy Webpage

I am glad they are fixing your problem.

Airborne has been screwing up ROYALLY in the past 2 weeks.  Your emails were probably getting sent back because their email box is full with everyone complaining about late shipments.  All of our airborne shipments have been late.
Grrrr....
William is a great guy and I'm sure he'll make it right.
Dana

There has been quite a few problems with airborne of late, especially this week, but we are working on an alternative to them (FED EX) and this should be available within the next month or two depending on how soon we can get some of the other updates completed.

Also, another note...The mealworm prices are back to normal now with us and we would like to thank everyone for being patient with us through the shortage. &nbsp;Thanks everyone! Have a great Labor Day. <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/biggrin.gif" border="0" valign="absmiddle" alt=''>

Just to reiterate, the problem was resolved, and I think more on airborne's part. &nbsp;The bugs remain excellent. &nbsp;Hope everyone's had a good labor day weekend.