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Bad Guy Rich Goldzung from Reptile Basics

J

Johnstud56

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My orignal post from caging forums (Put In Wrong Place) : I paid $300 with shipping included. I got the rack and unboxed it, it seems like a very flimsy material with small gaps in the top. I ordered white and while it was delivered with incredible speed which I appreciate, mailed Thurs recieved Saturday, amazing on speed! However, I bought a rack from Jasons Jungle a few years ago for the same price and the quality was 100x better. Better material, very sturdy and taller. I just feel like for $300 I didnt get a whole lot. I did have belly heat added so instead of $279 it was $299. Im just disappointed as I was expecting a really nice rack and feel like I got a cheap version, almost like buying Doller General Items that are DG brand. :/ Anyone else not thrilled with their rack from them? Also, was missing the pegs to hold the tubs in. The 3rd drawer also does not slide out properly... very hard to push in or pull out without spilling water even half filled.

Rich's Response to me: Pack it up and send it back.

(Im amazed at this reponse as everyones said his customer service is excellent, I would say its HORRIBLE with that mediocre reponse, not even trying to fix the problem one bit)



Your not even going to try and rectify the situation? Ive heard nothing but positive things from you... and that’s it.. pack it up and send it back? I explained to you last week I had emergency rescued 3 ball pythons that I was without heat and everything for them, I ordered without thinking of what bills I have and paid asap to get these guys a home and so they would not get sick or perish. I will be posting a BOI (Board Of Inquiry) on Fauna Classifieds of my transaction and how much you did to not resolve this matter. After the 3-4 people posted that you had excellent customer service and youd make things right, this is the last thing I expected to hear from you... 7 words and that’s it... nothing more.

Thanks

Richs Response : Right now, for you- yes. I seem to recall a rather lengthy exchange back and forth over a thermostat not long ago. Then you were nice enough to remind me of it. Funny thing about that- you tell me you did not like it and had problems yet here you are ordering another one. Sorry, does not make sense to me and tells me there is not a lot I am going to be able to do here to make you happy anyhow.

Also, I have to wonder what in this world I could possibly do that would rectify this and make you happy if you are buying the same item again you did not like the last time and returned? So, I am offering you something I do not offer- send the rack back and I will refund you. If you have a different suggestion I would love to hear it?


My reply back: Rich,


I wasn’t happy with the thermostat... maybe it was faulty... I did
post on Fauna that I love the thermostat, it works great this time around,
whether it was the thermostat or the rack 1 year ago, it working perfect
now. Back then I didn’t know a whole lot and still don’t, I was just asking
you questions to try to fix the problem of the thermostat not allowing the
heat tape to reach even 90 degree's but when I unplugged the thermostat the
heat tape would go up to nearly 150 or more. I don’t think that was my
setup, I believe it was the rack. You didn’t even offer to send me
replacement pegs for the drawers or anything, it was one sentence and that’s
it. Ive never purchased a rack from you before, just the thermostat and as
stated above I believe the tstat was faulty. As stated before, sending the
rack back isnt an option and you, yourself know this! What can you do to fix
the problem? How about a $30 paypal refund for the missing pegs, very hard
to slide open and close 3rd drawer and the top having gaps. That would make
me happy and clear this up.
 
WOW! What a difference... we talked and this is was his reponse: The thermostat was fine. I spent quite a bit of time going back and forth with you trying to help you get your set up dialed in and you declared you were sending it back. This time I did not think it worth spending the time if we were just going to end up in the same place as last time.
You seem to feel the rack is no good, you don't like it and you got a better deal somewhere else previously. That would tend to make me think you would rather do that- That pretty much led me to you sending it back, sounded like a pretty good offer to me. Also, I do not know that sending it back is not an option? I just gave you that option? If $30 will make you happy I will do one better and refund $60.
Also, I would guess the wood floor is not level and the rack is torqued. Might very well explain the tight 3rd drawer. Just a good guess.

NOW THATS EXCELLENT CUSTOMER SERVICE, RICH! ABOVE AND BEYOND! THANK YOU VERY MUCH! WERE ALL GOOD! :)
 
Billy, Isn't sending it back for a refund resolving the problem?

You don't like the rack, he states fine send it back. Isn't that his responsibility?

The only thing I see is you were hoping for a discount instead or something else instead of sending it back.

Where does it state anywhere that one must discount their product in order to solve a product dissatisfaction?


Johnstud56 said:
Your not even going to try and rectify the situation? Ive heard nothing but positive things from you
Click to expand...

=ReptileBasicsI am offering you something I do not offer- send the rack back and I will refund you
Click to expand...

Johnstud56 said:
I explained to you last week I had emergency rescued 3 ball pythons that I was without heat and everything for them, I ordered without thinking of what bills I have and paid asap to get these guys a home and so they would not get sick or perish.
Click to expand...

Whatever reason you took on more snakes doesn't make Reptile Basics responsible for your housing if you send the rack back. After-all, as you stated you told him earlier that you were in a super hurry and it got to you extremely fast.

30 bucks for the pegs?

You don't like the rack? That's cool. Deciding that only a discount will make you happy isn't.

You are being offered a full refund right?
 
Just to be upfront I did business with Reptile Basics around five years ago.

I purchased one rack from him. Isn't the best or worst rack I own but I have no complaints.
 
What in the heck?!

Johnstud56 said:
NOW THATS EXCELLENT CUSTOMER SERVICE, RICH! ABOVE AND BEYOND! THANK YOU VERY MUCH! WERE ALL GOOD! :)
Click to expand...

Yea except now he has a PERMANENT bad guy thread that will be here FOREVER!

I have never seen this happen before... first you post up that he is a BAD GUY for offering you a full refund. Then not even 15 MINUTES LATER before anyone has even responded you post that he is a good guy and that everything is all good. That's not okay! If I were him I'd be furious! Merely for the fact that now there is a permanent bad guy thread that should NOT be here.
 
"Pack it up and send it back".

Good Lord, what are you expecting the man to do, and how is that NOT good customer service? Lemme guess, you want a refund, and you want to keep the rack too? If you don't like it, send it back and quit complaining about it.

I've got 3 of his racks. His customer service over the 4 years and countless orders I've had with him have been impeccable. None of my racks are flimsy or any of the other things you described them to be. I'm thinking it's more probable that you're just one of those customers who will never be pleased, and who wants something for nothing.

Rich doesn't deserve the bad guy red "x", and hopefully this thread serves to show people what kind of buyer/seller they can expect YOU to be.
 
$30 for around 50 cents in pegs? Sounds like blackmail to me. If you don't like the racks, send them back and get a refund, don't try to blackmail a great business guy. I've ordered lots of stuff from Rich and have had a great experience every time, even when something isn't quite right. Rich is quick to respond and correct any issues. He is top notch. This thread is undeserved.
 
$30 for missing pegs? No not just missing pegs, the rack has gaps in the back where there shouldnt be... the drawer no matter what floor its set on is very hard to open also. I thought $30 was fair.
 
aSnakeLovinBabe said:
I have never seen this happen before... first you post up that he is a BAD GUY for offering you a full refund. Then not even 15 MINUTES LATER before anyone has even responded you post that he is a good guy and that everything is all good. That's not okay! If I were him I'd be furious! Merely for the fact that now there is a permanent bad guy thread that should NOT be here.
Click to expand...

I can't speak for Rich, but, given the prior history, I think that the OP has burned the bridge along with getting twice the refund he requested.

I posted a response to the initial thread - probably a good thing my phone ate it. I thought about redoing it, but it just isn't worth it, especially since a resolution has been reached.
 
Rich is a great guy and he has always been great to me and my customers...here we go again a great guy gets a permanent bad guy thread under his belt...it has happened to me as well...a bogus thread that cannot be deleted...I have said this over and over that people need to think before they post...these "bad" guy threads show up on a google search as well when people search for your name or business name...

Matthew Miller
 
How do people not know or at least read the rules and such before posting stuff. There are many bad guy threads that have been warranted. However, there are quite a few that are labeled bad guys that end up like this where the op says he, in fact, was wrong and to remove. Now many of these stick here and potentially hurt the subjects future endeavors. So, now, the subject has to hope that people read further into the thread and nut just stop at the big red x in the title and continue searching.
 
Wow, I'm amazed that he offered to give you $60 instead of the $30. You didn't even deserve that much back, but he doubled it. I imagine he's just relieved to be rid of you, and I would be too. You're just one of those people that looks for small things to complain about so that you can get discounts or free stuff.

This is pathetic. If you were truly unhappy with the rack you would have packed it up and sent it back so you could buy one of those "better" racks you purchased before. It's beyond obvious that you were just hoping to get a better deal, or something for nothing. That pretty much makes you a scammer in my book. :NoNo:
 
Really? I have 3 snakes that I desperatley needed a rack for that were given to me, I shouldnt have bought the rack to begin with! Im not a scammer, Ive been out of work 3 months and every dollar I spend I worry about especially $300! Im not trying to scam anyone nor did I ask for $60. Rich went above and beyond and gave me $60, im very sorry for posting the thread to begin with.
 
Johnstud56 said:
Really? I have 3 snakes that I desperatley needed a rack for that were given to me, I shouldnt have bought the rack to begin with! Im not a scammer, Ive been out of work 3 months and every dollar I spend I worry about especially $300! Im not trying to scam anyone nor did I ask for $60. Rich went above and beyond and gave me $60, im very sorry for posting the thread to begin with.
Click to expand...

If you shouldn't have bought the rack to begin with, then you should have just returned it for the refund instead of demanding that $30 be knocked off the price. You also shouldn't be rescuing snakes if you aren't financially stable. And you don't need an expensive option like a rack to rescue snakes. Tupperware bins and cheap hydrofarm thermostats with zoo med heat pads work just fine. At most you're paying around $50 per snake for housing that way, which is half the cost of the rack you bought.
 
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