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Bad Guy Underground Reptiles, not so good

What would you have done if the only options offered were credit on your next order, or another animal of the same on your next order? Because it didnt sound like "we will send you another animal free of charge" was an offer they were making.
 
UndergroundReptiles said:
The issue of me writing on behalf of the company has been resolved in the past I thought. I cannot make my own account with Underground Reptiles information because I am not the owner and would not want others to think so. I also do not wish to lie and forge Rian's name on these posts. This is my job and what I am paid to do. I handle and oversee all of our online accounts, posts and advertisements. I am so sorry for any confusion this causes.

Ryan Borkan
Click to expand...

Ryan,
The solution of you signing your name to your posts was acceptable at the time...but the policy of one user per account has been firmed up since then. If you are going to post, please register your own account. It can be as obvious as Underground Reptiles - with a space - or UndergroundReptiles(2); and the custom user title, or the signature area, can be used to identify the roles (owner, manager, etc)
 
ronritzer said:
What would you have done if the only options offered were credit on your next order, or another animal of the same on your next order? Because it didnt sound like "we will send you another animal free of charge" was an offer they were making.
Click to expand...

Here:

hhmoore said:
if he just wanted them to ship him another frog, he should have said so. If they declined, it would be easier to justify the bad guy tag.
Click to expand...

If you had backed them into a corner and they actually refused you an immediate replacement at their cost, your position here would be much stronger. Agreeing with them and then coming here to complain was just not right.
 
So if I understand correctly then to post on the BOI I need to sign on with my own account, but for all other activities it is acceptable that I continue to use our established username.

Ryan Borkan
 
Lucille said:
Here:



If you had backed them into a corner and they actually refused you an immediate replacement at their cost, your position here would be much stronger. Agreeing with them and then coming here to complain was just not right.
Click to expand...

Yeah, I didnt press them on it at all, nor did I want to. If they admitted that was there fault, replacing the animal should have been there first option offered. I dont really want to pay another shipping charge to get what I already paid for.
 
QUOTE=UndergroundReptiles;1491661] I, in no way stated that you had to pay for shipping a second time [/QUOTE]
 
I ordered 4 Green Basilisk's from Underground reptiles a few months ago and will say i was COMPLETELY SATISFIED WITH THEIR SERVICE ....
There were no hidden price changes , the animals were in great shape and very good looking , they arrived on time , packaged very good and the guys i dealt with on the phone answered every question i had !!! I WOULD ORDER FROM THEM AGAIN WITHOUT A SECOND THOUGHT !!!!Mike & Maria's River City Reptilia 412 508 7415
 
UndergroundReptiles said:
I'm a bit confused Ronald. First I profusely apologized that one of our newer employees incorrectly packed one frog. The other frog you said appeared to have fallen over during transit, which I also apologized for because measure should have been taken to avoid such an occurrence. I, in no way stated that you had to pay for shipping a second time but I asked that we replace it on your next order of animals. As is customary we would pay for shipping the addition of other animals can be beneficial for the both of us since you get free shipping and we don't lose as much money. You then simply asked for a refund which we were fine with. Then a short time later you changed your mine again, which we were also fine with. Maybe I am mistaken but at which point did we become a bad guy and deserve two seperate negative threads. I attached the emails that came from Ronald.

Ryan Borkan




Ah hell nevermind, I've been lookin around on the website and mulling things over and I'll probably be ordering some crested geckos soon so we can just ship another Ornate with that order.
________________________________________
From: Ronald Ritzer <[email protected]>
To: "[email protected]" <[email protected]>
Sent: Thursday, August 2, 2012 12:30 PM
Subject: Re: frog order, DOA ornate.

Hi, just talked on the phone. I actually don't really intend on ordering any more animals any time in the near future, is there a way you could credit the cost of the animal back to my checking account?
________________________________________
From: Ronald Ritzer <[email protected]>
To: "[email protected]" <[email protected]>
Sent: Thursday, August 2, 2012 12:06 PM
Subject: frog order, DOA ornate.


Here are some pics of the DOA ornate. The one that didnt make it was the more "high red" individual. It was the first one i took out of the box, and it appeared its deli cup had turned sideways and it had become pinned underneath the wet moss. The African Bullfrog was also sideways and pinned underneath the moss in its deli cup, but is fine. Both of the other frogs appear fine.
Thanks,
Ronald Ritzer
Click to expand...

I was unaware that this offer was being made concerning free shipping to replace the animal. If you are going to offer that, then I'll defiinately take you up on that.
 
My bad for posting this thread, I can't apologize to Underground Reptiles enough for how this may have affected their reputation as a dealer. I was unclear about what they were offering to fix the problem, and should have inquired further rather then simply get frustrated.
 
Mistakes happen, the only suggestion, is next (if there is a next time), you have a negative (or your perception of negative) experience, post as an info thread to start with and see if resolvment can come from that, rather than a huge red x, which is what seems to attract peoples eyes, right off the bat. Glad its all working out though.
 
I ordered a Blue Tongue Skink from them in July and must say they were awesome. Good communication and excellent shipping. My Skink is growing like crazy.
 
I just recieved a Water Monitor and Tegu from them and both were in excellent health. I also bought a blood Python from them in the past and it was just as beautiful and healthy.

Not only this but they were EXTREMELY HELPFUL! I would say they are one of the more reputable breeder/sellers in our hobby.
 
ronritzer said:
My bad for posting this thread, I can't apologize to Underground Reptiles enough for how this may have affected their reputation as a dealer. I was unclear about what they were offering to fix the problem, and should have inquired further rather then simply get frustrated.
Click to expand...

That's about all you can do at this point. If you don't mind please update this thread when you recieve your replacement frog.
 
Kudos to Ron for his public apology, kudos to Underground for the replacement.

THAT'S how conflict should be handled.
 
I hate to post this here, because of the big red X next to this comapnies name. But I was asked to make and update when I received my replacement animal.
Well, they were out of Ornate Horned Frogs when I placed my order, so I took 4 baby Crested Geckos instead for $117 shipped. The Geckos were $35 a peice, they paid shipping. Captive bred by them in their own facility and they look AWESOME. ALL of the Crested Geckos for sale in my location run about $40 to $60 for a baby and do not begin to compare in beauty and or health.

The Frogs that I had ordered are all doing well, eating voraciously and growing. I realize Underground probably didnt breed them or have them in their care for very long but they did a great job.

Within the month I plan to order several Leopard Geckos from them as well as another Ornate if they have them in. Very pleased overall. I could not have been any more mistaken.
 
Not so sure on their shipping as I never used their shipping services, but I know the place is pretty darn good! I have taken a drive there 2 times in the past couple years, awesome, awesome animals.
 
ronritzer said:
I hate to post this here, because of the big red X next to this comapnies name. But I was asked to make and update when I received my replacement animal.
Well, they were out of Ornate Horned Frogs when I placed my order, so I took 4 baby Crested Geckos instead for $117 shipped. The Geckos were $35 a peice, they paid shipping. Captive bred by them in their own facility and they look AWESOME. ALL of the Crested Geckos for sale in my location run about $40 to $60 for a baby and do not begin to compare in beauty and or health.

The Frogs that I had ordered are all doing well, eating voraciously and growing. I realize Underground probably didnt breed them or have them in their care for very long but they did a great job.

Within the month I plan to order several Leopard Geckos from them as well as another Ornate if they have them in. Very pleased overall. I could not have been any more mistaken.
Click to expand...



I got BIG red Square next to mine. lol. Whats the RED x? I like red on boa's but not next to my name. lol
Seems like maybe you guys worked it out. Good deal.
 
I have dealt with UGR for quite some time and had great service and sometimes not so great, with no fault of either party, thats business. The industry itself is still flexing, did any of you older herpers every dream of an ordinary pet store having 2 aisles for reptile/amphibians ? We made our own Repashy, bred our own rodents ,and bought our crickets from the bait store. Underground is a very nice establishment that caters to US. They go out of their way to resolve any problem and more importantly, making sure no problems exist by using proper husbandry and proper packaging. I will continue to use UGR and hope others will also.
 
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