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Bad Guy Fire and Ice Dragons (Terri Sommella)

Terri not to be rude, but right now you are the one acting unprofessional here. He has requested many times for a refund for a second choice dragon. That right there broke your own TOS in my eyes. He is willing to eat the cost for the $50 for shipping and you are not even considering it. Josh is trying to work with you on this, but you are still insisting on sending a dragon that he does not want and did not order in his original agreement.
 
Trust is a two way street. We can both agree then that there is no trust in this realtionship. Therefore I suggest that we end this and move on.
 
joshjtd said:
i am asking that I get your response today since I have seen you have made several posts and chose to dodge my questions. If not I will proceed with the action I have said I would.
Click to expand...

Last one. Again. Sorry. :eek:

Josh, as I have said, the trust between us has been broken. No special arrangements will be afforded you at this point. We will follow our guarantee to the letter as stated online. I will show you the pic in 2 weeks when your dragon sheds out since that is what you asked us to do this morning. We will ship the dragon. If you do not like this dragon, return it at your expense for a full refund.

It's a shame but you have backed us into a corner with this post and the only way to work it out now is to follow the online guarantee.
 
sms said:
Last one. Again. Sorry. :eek:

Josh, as I have said, the trust between us has been broken. No special arrangements will be afforded you at this point. We will follow our guarantee to the letter as stated online. I will show you the pic in 2 weeks when your dragon sheds out since that is what you asked us to do this morning. We will ship the dragon. If you do not like this dragon, return it at your expense for a full refund.

It's a shame but you have backed us into a corner with this post and the only way to work it out now is to follow the online guarantee.
Click to expand...

Well then Terri, it is a shame that this has to be done. I have tried my best to work with you but as you have demonstrated to myself and the other members of this community, you are not willing to work with me.

Judging by this post, you have no intention of honoring any guarantee.
 
It's getting ridiculous how many businesses are dragging their flippin' names through the dirt over a refund. Worst case scenario is that you turn around and sell the dang dragon to someone else! What is the big deal with giving this man his refund? Have you already spent the money and can't come up with the funds?

Find a way to make it right before your name and your businesses name is run down more than it should be. Look how many people are viewing the thread. How many people do you think put you on their list of reptile businesses to avoid? :rolleyes: Is it really worth it?

Nichole Schaan
 
sms said:
Last one. Again. Sorry. :eek:

Josh, as I have said, the trust between us has been broken. No special arrangements will be afforded you at this point. We will follow our guarantee to the letter as stated online. I will show you the pic in 2 weeks when your dragon sheds out since that is what you asked us to do this morning. We will ship the dragon. If you do not like this dragon, return it at your expense for a full refund.

It's a shame but you have backed us into a corner with this post and the only way to work it out now is to follow the online guarantee.
Click to expand...

How is it that me eating the $50 shipping is any special arrangement? You are getting something for nothing and I am out $50.

You state that if I don't like the dragon, I can ship it back and a refund will be sent. I am trying to avoid stressing an animal that is innocent in this transaction.

If the dragon is shipped, I will also be calling the humane society in your area as there is no need to place that kind of stress on an animal.
 
I had a shipping disaster with UPS last year and they beat the living hell out of my two packages to fit them in to a tiny spot in their facility. Their were 13 snakes (Over$1,500 worth) that were injured and some died. You know how long it took me to refund the money and make things right? About 15 minutes. This saved my name and my business and I'm sure as hell glad I'm out $1,500 and I can still keep my good name.

I tried for months to get some kind of compensation from UPS to no avail.

I know this has nothing to do with the matter at hand. It's just an example of good customer service that most good breeders and business men/woman go by.

You're complaining about refunding an animal that hasn't even been shipped. This is ridiculous. Josh, I really see where you're coming from and I'm sorry you're being put through this.

Nichole Schaan
 
AndreaH said:
Terri not to be rude, but right now you are the one acting unprofessional here. He has requested many times for a refund for a second choice dragon. That right there broke your own TOS in my eyes. He is willing to eat the cost for the $50 for shipping and you are not even considering it. Josh is trying to work with you on this, but you are still insisting on sending a dragon that he does not want and did not order in his original agreement.
Click to expand...

It's OK Andrea. You are not being rude.

Joish did not get a second choice dragon. Josh originally asked for 2 dragons. Then he said one a red. Then he said he wanted a Citrus which was fine because the red female did not wow me anyway. So in fact we are holding a very nice Citrus female from the clutch he picked out. By the way, I could have sent him a male since we do not 100% gaurantee sex but I was honest.

Again I will state our online policy - No Refunds. I cannot treat josh any different than any other customer. That is only fair. I will bend over backwards for customers. I have already posted a ton about this so I will not reiterate this again. The fact that he did not read the gaurantee beforehand does not absolve him from his responsibility.

Now that I think of it, we really do ben over backwards for customers. We have held dragons for many military customers who were sent to Iraq free of charge. We have raised them, sent cookies at Christmas and sent pictures for many months. This is just one example. We have helped children of customers with projects for school when they were doing poorly, giving them ideas on herp based projects to turn in for extra credit. We have trained Interns. We have done studies to better the vet care given to bearded dragons and helped to develop a protocol for coccidia and intestinal worms. That's just some of it. Of course we have programs in place to help educate new would be dragon owners and free follow up to make sure the dragons are adjusting well. We love it. On the flip side, bully tactics get you nowhere with me. There are enough bullies in the world.
 
Holes have already been shot in your online guarntee. The fact that you won't meet me in the middle shows that you have no intention of honoring any agreement.
 
joshjtd said:
Well then Terri, it is a shame that this has to be done. I have tried my best to work with you but as you have demonstrated to myself and the other members of this community, you are not willing to work with me.

Judging by this post, you have no intention of honoring any guarantee.
Click to expand...

The Guarantee we always honor is the one posted on our website - the legal agreement. You can state all you want that we will not honor it but in fact we are. So any thinking person will see the Guarantee on the website is the Gauantee we should stand behind and do.
 
You are also demonstrating that you honestly do not care for your animals. Why would you put un needed stress on an animal by having it shipped when it will be returned? Just so you don't break a "company policy"? You have to see that shipping a hatchling both ways is likely to end badly on the dragon? Why would you even chance it when you have an easy out?
 
sms said:
The Guarantee we always honor is the one posted on our website - the legal agreement. You can state all you want that we will not honor it but in fact we are. So any thinking person will see the Guarantee on the website is the Gauantee we should stand behind and do.
Click to expand...

Seriously? A legal agreement? I do not know a lawyer in the world that would let something as vague as your gaurantee leave his or her office. Any legal agreement is very well defined and all t's are crossed.
 
Terri you have changed your stories so many times now that I honestly do not belive that you know which one is the truth.

I have tried to handle this professionally and it didn't work out that way. I will proceed with the BBB claim as well as the call to the Littlestown PD tomorrow.
 
I also have to agree with what others have said about "sticking to your tos on returns" being total bs.
You yourself were the one that said that you would re-clarify it on your website because of the fact that it was not obvious to everyone as to what you meant by it. With that being the case, and with the OP being one of those that asked numerous times for you to clarify how it applied to his sale with no response, I believe you are just being difficult at this point.
If you want to 1. Ruin your rep over something that isn't going to cost you a penny out of your pocket. 2. Attempt to force a customer into taking a dragon that he no longer wants and forcing him to either stress enough to likely cause it's death or keep it just so he won't have to have it's death on his conscience. Then go for it, see just what it does for your business and how it affects the way people see you.
You talk about him backing you into a corner, what about your tactics here? You don't see shipping him out a dragon that he no longer wants knowing he can't ship it back without likely killing it in the process as backing him into a corner. You're doing nothing short of blackmailing him at this point just because he posted here on the BOI because you refused to do a single thing to work with him on this deal.
 
aleria said:
I also have to agree with what others have said about "sticking to your tos on returns" being total bs.
You yourself were the one that said that you would re-clarify it on your website because of the fact that it was not obvious to everyone as to what you meant by it. With that being the case, and with the OP being one of those that asked numerous times for you to clarify how it applied to his sale with no response, I believe you are just being difficult at this point.
If you want to 1. Ruin your rep over something that isn't going to cost you a penny out of your pocket. 2. Attempt to force a customer into taking a dragon that he no longer wants and forcing him to either stress enough to likely cause it's death or keep it just so he won't have to have it's death on his conscience. Then go for it, see just what it does for your business and how it affects the way people see you.
You talk about him backing you into a corner, what about your tactics here? You don't see shipping him out a dragon that he no longer wants knowing he can't ship it back without likely killing it in the process as backing him into a corner. You're doing nothing short of blackmailing him at this point just because he posted here on the BOI because you refused to do a single thing to work with him on this deal.
Click to expand...

:iagree::iagree::iagree:

It's not hard to make things right. You have nothing to lose by issuing a refund besides money for the time being until you sell that same dragon to someone else.
 
sms said:
It's OK Andrea. You are not being rude.

Joish did not get a second choice dragon. Josh originally asked for 2 dragons. Then he said one a red. Then he said he wanted a Citrus which was fine because the red female did not wow me anyway. So in fact we are holding a very nice Citrus female from the clutch he picked out. By the way, I could have sent him a male since we do not 100% gaurantee sex but I was honest.

Again I will state our online policy - No Refunds. I cannot treat josh any different than any other customer. That is only fair. I will bend over backwards for customers. I have already posted a ton about this so I will not reiterate this again. The fact that he did not read the gaurantee beforehand does not absolve him from his responsibility.
Click to expand...


I find the fact that you even stated this kind of unsettling. Not only do I find it as a way to belittle someone who is already being held up, but the fact that you have a "policy" online that says no gender is 100%, yet you still think of that kind of stuff, would kind of worry me, if I was the buyer; especially considering the boast of a 95% sexing/accuracy rate on your website.

So let me get this straight:
You are the one making up policies, yet they are so open ended that you could pretty much make them work any way you wanted to. And then say you bend over backwards for people? If you can send cookies to someone in Iraq and hold dragons for them for long periods of time, help out children at school, etc... why can't you just send back $300 and keep $50? He is being more than reasonable in this situation. Is it because he has "broken the trust"? Well guess what, he is STILL A CUSTOMER, a PAYING one at that.. Whether you are having trust issues with him or not should make no difference - you still have the dragon, and you have his money.

Instead of fueling this thread on, you could have already ended it and gave him back what he is wanting.
 
Omnomnami said:
It's getting ridiculous how many businesses are dragging their flippin' names through the dirt over a refund. Worst case scenario is that you turn around and sell the dang dragon to someone else! What is the big deal with giving this man his refund? Have you already spent the money and can't come up with the funds?

Find a way to make it right before your name and your businesses name is run down more than it should be. Look how many people are viewing the thread. How many people do you think put you on their list of reptile businesses to avoid? :rolleyes: Is it really worth it?

Nichole Schaan
Click to expand...
Nicole, had he come to me first, this could have been avoided. As it is, he chose to post on this thread a whole day before I even knew about it. A refund now will not make this thread go away.
 
Actually, nothing will make this thread go away, not even a mod. ;)

BUT you can change things around and make it better and you know that.

sms said:
Nicole, had he come to me first, this could have been avoided. As it is, he chose to post on this thread a whole day before I even knew about it. A refund now will not make this thread go away.
Click to expand...
 
bliss said:
I find the fact that you even stated this kind of unsettling. Not only do I find it as a way to belittle someone who is already being held up, but the fact that you have a "policy" online that says no gender is 100%, yet you still think of that kind of stuff, would kind of worry me, if I was the buyer; especially considering the boast of a 95% sexing/accuracy rate on your website.

So let me get this straight:
You are the one making up policies, yet they are so open ended that you could pretty much make them work any way you wanted to. And then say you bend over backwards for people? If you can send cookies to someone in Iraq and hold dragons for them for long periods of time, help out children at school, etc... why can't you just send back $300 and keep $50? He is being more than reasonable in this situation. Is it because he has "broken the trust"? Well guess what, he is STILL A CUSTOMER, a PAYING one at that.. Whether you are having trust issues with him or not should make no difference - you still have the dragon, and you have his money.

Instead of fueling this thread on, you could have already ended it and gave him back what he is wanting.
Click to expand...

:iagree:

Randal Berry
 
bliss said:
I find the fact that you even stated this kind of unsettling. Not only do I find it as a way to belittle someone who is already being held up, but the fact that you have a "policy" online that says no gender is 100%, yet you still think of that kind of stuff, would kind of worry me, if I was the buyer; especially considering the boast of a 95% sexing/accuracy rate on your website.

So let me get this straight:
You are the one making up policies, yet they are so open ended that you could pretty much make them work any way you wanted to. And then say you bend over backwards for people? If you can send cookies to someone in Iraq and hold dragons for them for long periods of time, help out children at school, etc... why can't you just send back $300 and keep $50? He is being more than reasonable in this situation. Is it because he has "broken the trust"? Well guess what, he is STILL A CUSTOMER, a PAYING one at that.. Whether you are having trust issues with him or not should make no difference - you still have the dragon, and you have his money.

Instead of fueling this thread on, you could have already ended it and gave him back what he is wanting.
Click to expand...

You are really not getting this. To change company policy for one person is unfair to every other honorable customer. How would you feel if you were a customer viewing this and you abided by the 'contract' and someone else was given leeway because he chose to post a smear campaign for no bonifide reason? What kind of message does that give? Maybe you handle business that way, but we do not. He pre-ordered a dragon. That dragon is here waiting to be shipped.
 
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