Here is the email thread.
I have recently started to feed my snakes on the rats you sent me. Unfortunately, I have not been very happy with them. All the small rats appear to be covered in parasites (lice or fleas or something). The parasites are firmly attached to the hair and don't even come off when rinsed under a faucet? In addition, they are fairly dirty and reek of rodent excrement. Most of my Ball Pythons are refusing them. I weighed a bunch of the 10 packs of small rats and almost all of them are 500g (minimum weight). As a first time buyer of your feeders I am very disappointed with the quality of these, and I wonder how the Denver Zoo feels about parasite infested feeders?
[email protected]
10/30/12
to me
I am very sorry about this. I have not had any other complaints from anyone. If you would like to send them back you can. They must come back frozen however.
Kenneth Simpson 10/31/12
I don't know what to do. I don't know where to get dry ice and don't have the shipping box anymore. Are you offering a full refund if I do sent them back?
I have attached a few pics I took.
[email protected]
10/31/12
to me
I am very sorry. If you box them up and send them back I will give you a refund for anything in its original package that has not been defrosted. You should be able to find dry ice at your grocery store.
Kenneth Simpson <
[email protected]>
11/1/12
to sales
You will refund all unopened packages as well as all the shipping costs here and back?
[email protected]
11/1/12
to me
no I will not refund the shipping cost.
Kenneth Simpson <
[email protected]>
11/2/12
to sales
So I'm out 70 bucks and don't have any rats. Never mind the aggravation and inconvenience of having to deal with this.
Seems to me since you are the one that sent me the infested rats you should be making this work, not just me.
Ken
Kenneth Simpson <
[email protected]>
11/10/12
to sales
That's it then? Your only offer to resolve this situation is for me to be out $70. You fully admit the problem but don't want to make it right?
I'll be sure to post my experience on the forums with my pictures if that's the best you can do.
Ken
[email protected]
11/13/12
to me
I looked at the pics and I see a bug, I can't identify it. The rest of the stuff looks like bedding, and that would make sense since we gas them on aspen to absorb the sweat and pee.
Kenneth Simpson <
[email protected]>
11/15/12
to sales
That might have been bedding but all the bugs you see on the paper towel came off 2 small rats that had been washed under a hot water tap for a minute and then thawed. Bedding would not stick in the hair like that.
Kenneth Simpson 11/18/12
In case there was any doubt, I ran the hair of one of your small rats over a petri dish and put it under my sons $10 microscope. The attached are several pics of the many bugs that fell out of the hair. I don't think there is any question that these rats have a serious bug problem. The question is how will you make it right.
Ken
[email protected]
11/19/12
to me
just send them back for a refund.
Kenneth Simpson <
[email protected]>
11/20/12
to sales
Again, I'm not sure why you think that is such a helpful solution. I still have to go through the hassle and expense of sending them back. No loss for u at all and I'm out $70 at least. If you really want to provide reasonable customer service then I think you need to do better than that?
Never hear back after that.
