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Info LLL Reptile. Not so great.

B

bigred turtle

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I ordered 10 hides a few weeks ago. The box arrived and only had 2 hides in it so I called and they agreed to ship the others. A few days later another box came and contained one hide, still 7 short. I called back... again. I spoke to a female manager and she overnighted the rest. The manager was apologetic and professional but 3 shipments to get one order right is a bit much. :shrug01:
 
That does suck and it's weird that it happened, but they did end up sending everything, right?

I've placed many supply orders from them with no problems. I think there was a bulb missing once and they shipped it right away. I've probably placed 10 orders in the past year, too. I'm sorry that they messed up so many times with your order.
 
That is pretty odd. I am glad you got everything that was due, though. Realize that, in order to compensate for their mistakes, they paid extra in shipping to fulfill and deliver that which you were due.

I order supplies from them several times a year and have always been well satisfied with the products and service.
 
bigred turtle said:
I ordered 10 hides a few weeks ago. The box arrived and only had 2 hides in it so I called and they agreed to ship the others. A few days later another box came and contained one hide, still 7 short. I called back... again. I spoke to a female manager and she overnighted the rest. The manager was apologetic and professional but 3 shipments to get one order right is a bit much. :shrug01:
Click to expand...

Was there anything on your invoice about the items being on backorder? Sometimes companies will ship what they have and then ship the rest once they get them.
 
bigred turtle said:
I ordered 10 hides a few weeks ago. The box arrived and only had 2 hides in it so I called and they agreed to ship the others. A few days later another box came and contained one hide, still 7 short. I called back... again. I spoke to a female manager and she overnighted the rest. The manager was apologetic and professional but 3 shipments to get one order right is a bit much. :shrug01:
Click to expand...

Tom did they give any kind of rationale as to why this was happening?
 
No - he is right. It should not have happened. First - his order and another order for the same hides got switched by the packing dept. manager. So 10 went to the wrong customer, and he got shorted. Then - owing 7 remaining - absolutely no idea why only 1 was replaced. Misread it? Don't know. No excuse - a flat out double mistake on a simple supply order. We have several safety nets in place, and this got through, twice. FAIL on our part, and sorry for the hassle it might have caused you. It really is extremely rare - so hope we see your business in the future. If not - I totally understand. Take care

Scott
LLLReptile & Supply
 
awesome customer service !!!
visited your website because of this post and even if i'm from Canada,
I hope to do business with you, great prices and lost different products to chose from.

steph
 
I love LLL Reptile. I have ordered from them online and have had things shipped to me and I have gone to their store in Oceanside Cali and Menifee Cali. I have never had a problem with them over the past few years.
 
LLLReptile said:
No - he is right. It should not have happened. First - his order and another order for the same hides got switched by the packing dept. manager. So 10 went to the wrong customer, and he got shorted. Then - owing 7 remaining - absolutely no idea why only 1 was replaced. Misread it? Don't know. No excuse - a flat out double mistake on a simple supply order. We have several safety nets in place, and this got through, twice. FAIL on our part, and sorry for the hassle it might have caused you. It really is extremely rare - so hope we see your business in the future. If not - I totally understand. Take care

Scott
LLLReptile & Supply
Click to expand...


It's awesome to see someone on here and take full responsibility and not try to blame things on others. Thank you for taking the time to respond to this.
 
Threads like this are not pointless when done properly (not becoming belligerent). It gets the problem out there so that responsible companies (in this case LLL Reptile) are able to go through their "safety nets" and ensure that the problem doesn't happen again.

I'm glad to see this worked out well. I have also purchased from LLL Reptile with good results and after reading this I'm certain they will receive more business from me.
 
Guess I'll see how my first purchase goes, which was placed on 3/28. They may not send out emails saying shipped,
because I haven't received one yet.
 
Guy Castro said:
Guess I'll see how my first purchase goes, which was placed on 3/28. They may not send out emails saying shipped,
because I haven't received one yet.
Click to expand...

I always get an e-mail with a day or two with all my shipping and tracking info.
 
I too have had orders from them and once when a piece of equipment did not operate correctly ... shipped another immediately with no questions and no hassle. I would not hesitate to get supplies from them ever.
 
I've ordered from LLL throughout the years and have not had issues.

As mentioned by Scott before, it was a rare mishap but they took responsibility and solved the issue by sending you the remaining items. I'll continue buying from them.
 
For many years I have been purchasing my Hova Bator Incubators from LLL Reptile. They have the best price anywhere! Even a good company on rare occasion can have a mistake happen. They have fixed the error and apologized. I have been doing business with LLL Reptile for many years both on the buying and selling side. They are a great company to do business with.
 
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