Inquiry Repti-Racks

[Rud3Bwoy]

Good luck op holidays are coming up so you know how that goes..

 

[gottabsleeved]

Yea that does sound like a crap deal?To tell people low lead times to get there order,(knowing the whole time its going to take double that time).Then not give refunds(even thou the cages havnt been started)Thats a bad way to do business? If your booked and dont plan future growth then i guess pleasing half the customers is good enough?

 

[Rud3Bwoy]

Yea that does sound like a crap deal?To tell people low lead times to get there order,(knowing the whole time its going to take double that time).Then not give refunds(even thou the cages havnt been started)Thats a bad way to do business? If your booked and dont plan future growth then i guess pleasing half the customers is good enough?

the excuse for this on there end is that they already paid for the supplies which is why they can't refund us,NOW since repti racks are SO FILLED WITH ORDERS i am sure the material can be used to build other orders

this is what was told to me when i asked for a refund/then a partial refund from the company

am i right?

 

[gottabsleeved]

the excuse for this on there end is that they already paid for the supplies which is why they can't refund us,NOW since repti racks are SO FILLED WITH ORDERS i am sure the material can be used to build other orders

this is what was told to me when i asked for a refund/then a partial refund from the company

am i right?

Plastic comes in 4x8 sheets,when a company uses that much plastic wouldnt it be ordered to be stocked to have on hand always?

 

[Rud3Bwoy]

Plastic comes in 4x8 sheets,when a company uses that much plastic wouldnt it be ordered to be stocked to have on hand always?

no idea i am no pro at this but from what they told me is they order from there supplier and the reason i couldn't get refund is due to the fact that he paid for material already

 

[hawaiiansistah]

Good to know. I'll likely be looking for a hatchling rack in the near future. Repti-Racks was one of the options that i was considering, but after reading this thread, I will gladly take my business elsewhere. Thank you everyone for your feedback.

 

[repti-racks]

UPDATE : As of the first of Jan 2012 we will be moving away from our current manufacture to a new one who can keep up with our growing demand with out delays and were offering up a new policy and lead time guarantee to all new orders for 2012 and forward ask for details as its still be revised.
At this time we can only offer any recent past orders who got delayed the past 90 days a discount towards a new order. We apologize and are making a huge effort to see this don't happen again.

Thank you and Happy Holidays.

 

[Suncoast Herpetological]

UPDATE : As of the first of Jan 2012 we will be moving away from our current manufacture to a new one who can keep up with our growing demand with out delays and were offering up a new policy and lead time guarantee to all new orders for 2012 and forward ask for details as its still be revised.
At this time we can only offer any recent past orders who got delayed the past 90 days a discount towards a new order. We apologize and are making a huge effort to see this don't happen again.

Thank you and Happy Holidays.

Has the order that was the impetus for this thread been shipped? If not, when will it be?

 

[Rud3Bwoy]

UPDATE : As of the first of Jan 2012 we will be moving away from our current manufacture to a new one who can keep up with our growing demand with out delays and were offering up a new policy and lead time guarantee to all new orders for 2012 and forward ask for details as its still be revised.
At this time we can only offer any recent past orders who got delayed the past 90 days a discount towards a new order. We apologize and are making a huge effort to see this don't happen again.

Thank you and Happy Holidays.

was nicks order shipped for those who don't know who nick is that is the guy i sold my viv to due to the horrid lead times from repti racks?if so can u show proof of it you can block out the tracking number if you like,as you said nicks enclosure was being sent out that same week when i made the bad guy thread on you.


can't wait to see what comes out of this.

 

[Rud3Bwoy]

i got a tracking number from repti racks but the tracking says the package is coming from me when it was suppose to go to nick so if u see this please let me know what's going on thanks

 

[repti-racks]

You know your threats of a charge back even after knowing it was heading to nick caused this re route as after i spoke to nick the day you created this it was ready and shipped to him as it always was ready you just didn't think so, but we had to wait for nick to contact us when he returned from over seas with his shipping info. i also took videos on it going to nick and than re routed to you. It was on the way to nick but after you stated doing a charge back even though i posted it was sent to nick i was instructed by our merchant company to re route it to you the buyer and being you sold it to nick was between you and him now.

 

[gottabsleeved]

UPDATE : As of the first of Jan 2012 we will be moving away from our current manufacture to a new one who can keep up with our growing demand with out delays and were offering up a new policy and lead time guarantee to all new orders for 2012 and forward ask for details as its still be revised.
At this time we can only offer any recent past orders who got delayed the past 90 days a discount towards a new order. We apologize and are making a huge effort to see this don't happen again.

Thank you and Happy Holidays.

Good to know!The cages are very nice for the money!If you can pound them out,i bet you could please more people and sell alot of cages!Why dont most builders have some cages stocked?Being so booked,why not train some one and have them just make a few (most wanted)basic sizes to be stocked up some.47x23x12 being the main cage that should just be stocked.A 16x4 foot print could stock alot stacked up and isnt taking much room up?

 

[repti-racks]

We will try to have the 47x23x12 in stock as a shell meaning no doors done yet is whats the plan since we offer 3 different door types we have no way of knowing who wants which to have them fully ready to ship.

 

[Nick9]

UPDATE : As of the first of Jan 2012 we will be moving away from our current manufacture to a new one who can keep up with our growing demand with out delays and were offering up a new policy and lead time guarantee to all new orders for 2012 and forward ask for details as its still be revised.
At this time we can only offer any recent past orders who got delayed the past 90 days a discount towards a new order. We apologize and are making a huge effort to see this don't happen again.

Thank you and Happy Holidays.

Would just like some clarification. You said above that, "any recent past orders who got delayed the past 90 days", are you saying orders placed in the last 90 days, or just orders that have been delayed over the last 90 days? For those of us who have been waiting almost 6 months, that could be taken different ways! For example, my order wasn't placed in the last 90 days, but technically, it has been delayed over the last 90 days!

 

[Rud3Bwoy]

Would just like some clarification. You said above that, "any recent past orders who got delayed the past 90 days", are you saying orders placed in the last 90 days, or just orders that have been delayed over the last 90 days? For those of us who have been waiting almost 6 months, that could be taken different ways! For example, my order wasn't placed in the last 90 days, but technically, it has been delayed over the last 90 days!

tell me something new hmm another one huh

 

[Nick9]

Let me first apologize for the length of this, but it was been a lengthy wait and I only included the key points. There were more e-mails that were sent back and forth. I have all e-mails that I have quoted and can post them if necessary, but they are long and this post was already long enough.

07/09/11: E-mail inquiry about lead times. Response was "4-5 weeks"

07/12/11: Place order from Repti Racks for 5 of the 35"x23"x12" cages. Four normal and the fifth one divided with extra vents.

07/18/11: Placed an order with Pro Products, for 4 RHPs, that were to be shipped to Repti Racks per Steve's (Repti Racks) instructions. Steve said, "I will also note your invoice as an drop ship install".

09/09/11: E-mailed Steve to inquire about the progress of the cages. Steve's response, "We are working on orders from #50-60's so if you didn't get a tracking e-mail we are not quite up to your order yet. Please see lead time video on site for details".

10/10/11: Send Steve an e-mail of disappointment. Steve responds with a long e-mail full of excuses and tries to explain the lead process again. To me, as a customer, I was a bit offended by the fact that the e-mail seemed to imply I was the one that was wrong and I just didn't understand the process. Well, I understand the process just fine, lead time is the time it takes from when an order is placed, until the time that there is some progress made on that order. Again, estimated lead time: 4-5 weeks. Actual lead time at this point: approx. 13 weeks.

11/12/12: Receive an e-mail stating: "Hello this e-mail is to inform you your order is coming up next in the next group of orders were coming up to. We apoligize for the delay we are almost caught up with only 2 more order groups left and were back to low lead times Thank you for your understanding". Actual lead time to this point: Approx. 17 1/2 weeks.

12/13/12: Receive an e-mail stating: "Hello just wanted to let you know we have your order coming in from our manufacture from being cut to size here soon among a few others were just waiting for it to arrive.We have 1 small order group left for this yr and were starting fresh with a new manufacture that can handle our demand, a new policy structure and new lead time policy guarantee for all new orders for the new yr.We apoligize for this delay as we go by what manufacturing tells us and they have proved to be wrong every time with our orders the past few months and makes me look bad hence the new policy,manufacture,lead time guarantee etc for the new yr. As their completed and ship you will see tracking e-mails for each". I would call this progress, so I will no longer call it lead time. So, actual wait time, approx. 22 weeks. On a side note, I received this e-mail a few hours after making my first post about Repti Racks in this thread.

12/18/11: Steve post the following in this thread: "UPDATE : As of the first of Jan 2012 we will be moving away from our current manufacture to a new one who can keep up with our growing demand with out delays and were offering up a new policy and lead time guarantee to all new orders for 2012 and forward ask for details as its still be revised. At this time we can only offer any recent past orders who got delayed the past 90 days a discount towards a new order. We apologize and are making a huge effort to see this don't happen again." What about those that have been waiting 5+ months?

01/06/12: Receive first of the five cages. It has not RHP installed in it and it is not the divided cage! I e-mail Steve asking why I'm receiving a cage that is incomplete. He responds with a long e-mail, but to sum it up he has no knowledge of the having ordered heat panels. I sent Steve an e-mail telling him I ordered them. Part of Steve's response, "If they were shipped they also could have been lost in transit or stolen from our location when left by our front door as sometimes UPS just drops and runs when its a driver covering for the normal driver. Thats why they werent installed. I would contact then to see what they find on your order first and let me know and will go from their".
I fire an e-mail to Bob Pound at Pro Products who sends me the shipping info and delivery confirmation showing that not only did Steve receive them, they were delivered to "Customer Man".

I forward Bob's response to Steve, his response: "I got the response bob sent you regarding the panels. If its our mistake no worries will make it right i was just staying i have no panels here for your order. Yes they could have gotton stolen but i have no idea". The "If its our mistake" comment shows the nature of this transaction, no accountability. If its your fault? Who else would be at fault? If they were stolen from your facility, IT'S YOUR FAULT! Or wait, maybe it's my fault? Should I watch the lead time video again? I'm sorry, that was uncalled for, but this has been an irritating experience, to say the least!

I instruct Steve to not do the divided cage, just install the RHP and send me the divider, as I will divide the cage I already received myself, and would rather have the RHP installed.

01/09/12: Receive another e-mail of excuses from Steve.

01/11/12: Receive a second cage, no heat panel.

01/12/12: Receive an e-mail stating: "The final cage we have here i'm installing a 55 watt panel in it as i had one here we found alone but no others which could be from your order or not but its brand new. Still no telling where the others went but like i said it will be taken care of".

01/16/12: Receive the next two panel-less cages.

01/23/12: Receive the last cage with an RHP installed. Still missing 3 RHPs that I now have to install.

01/30/12: Receive the final 3 RHPs from Pro Products. For the record, Pro Products are not at fault for any of this. They have been an awesome.

Final wait time on a "4-5 week" estimated lead time: 29 weeks! TOTALLY UNACCEPTABLE!

I have asked for compensation in the form of a partial refund throughout the last part of this process, something I would rarely do, in hopes that Steve would extend an offer in an attempt to, at least, try to retain my business. These requests were basically ignored. I understand the policy, but I think there are also exceptions to be made.

With all that being said, and if you made it this far I commend you, I cannot recommend Steve and Repti Racks to anyone. The cages are nice but no better than the competition. Less expensive? Yes. Worth the hassle of this transaction NO! Most caging companies have wait times, but at a certain point, it's just unacceptable! I will take my future business somewhere else!

This is just my experience and I hope no one else will have to deal with this kind of transaction.

 

[NatalieS]

Nick, it's unfortunate that you went through that experience, because I had a very similar one. Lead time stretched out for several months, kept getting excuses, and ended up finally getting cages that weren't designed the way I specified. Several mentions of "this won't happen again, we're changing our manufacturing process"..... yet that doesn't help those of us who had to endure this horrible ordering process. I had to buy other cages in the meantime then sell my Repti-Racks cages, losing several hundred dollars in the process.

 

[Bobby Douglass]

Nick, that story sounds similar to a lot of others on here. Customer service isn't a priority with some companies. I don't understand how it's supposed to make a customer feel better to tell them that they're going to improve in the future but they won't do anything to try to make things better for their current customers.

 

[Nick9]

"11/12/12: Receive an e-mail stating: "Hello this e-mail is to inform you your order is coming up next in the next group of orders were coming up to. We apoligize for the delay we are almost caught up with only 2 more order groups left and were back to low lead times Thank you for your understanding". Actual lead time to this point: Approx. 17 1/2 weeks.

12/13/12: Receive an e-mail stating: "Hello just wanted to let you know we have your order coming in from our manufacture from being cut to size here soon among a few others were just waiting for it to arrive.We have 1 small order group left for this yr and were starting fresh with a new manufacture that can handle our demand, a new policy structure and new lead time policy guarantee for all new orders for the new yr.We apoligize for this delay as we go by what manufacturing tells us and they have proved to be wrong every time with our orders the past few months and makes me look bad hence the new policy,manufacture,lead time guarantee etc for the new yr. As their completed and ship you will see tracking e-mails for each". I would call this progress, so I will no longer call it lead time. So, actual wait time, approx. 22 weeks. On a side note, I received this e-mail a few hours after making my first post about Repti Racks in this thread."

Sorry those dates should be - 11/12/11 & 12/13/11. Excuse the other typos, I was running behind schedule and didn't proof read as well as I would have liked.

As far as the other stories, it's unfortunate! Repti Racks really seems to not care once they get paid. Again, that's my opinion but what other opinion are we supposed to have? I've read this entire thread and writing that review seemed like beating a dead horse, but I figure it's just another log on the fire, and hopefully, this thread will help others be better informed before ordering. As for the changes that they are claiming to make? I'll only know what ends up on the BOI, as I won't be rolling the Repti Racks dice again!

 

[Rud3Bwoy]

"11/12/12: Receive an e-mail stating: "Hello this e-mail is to inform you your order is coming up next in the next group of orders were coming up to. We apoligize for the delay we are almost caught up with only 2 more order groups left and were back to low lead times Thank you for your understanding". Actual lead time to this point: Approx. 17 1/2 weeks.

12/13/12: Receive an e-mail stating: "Hello just wanted to let you know we have your order coming in from our manufacture from being cut to size here soon among a few others were just waiting for it to arrive.We have 1 small order group left for this yr and were starting fresh with a new manufacture that can handle our demand, a new policy structure and new lead time policy guarantee for all new orders for the new yr.We apoligize for this delay as we go by what manufacturing tells us and they have proved to be wrong every time with our orders the past few months and makes me look bad hence the new policy,manufacture,lead time guarantee etc for the new yr. As their completed and ship you will see tracking e-mails for each". I would call this progress, so I will no longer call it lead time. So, actual wait time, approx. 22 weeks. On a side note, I received this e-mail a few hours after making my first post about Repti Racks in this thread."

Sorry those dates should be - 11/12/11 & 12/13/11. Excuse the other typos, I was running behind schedule and didn't proof read as well as I would have liked.

As far as the other stories, it's unfortunate! Repti Racks really seems to not care once they get paid. Again, that's my opinion but what other opinion are we supposed to have? I've read this entire thread and writing that review seemed like beating a dead horse, but I figure it's just another log on the fire, and hopefully, this thread will help others be better informed before ordering. As for the changes that they are claiming to make? I'll only know what ends up on the BOI, as I won't be rolling the Repti Racks dice again!

sounds familiar,they gave me the same replies every time i called or emailed if not on the 45 day mark of paypal file a claim or file one with your cc company