Bad Guy Dan Grubb, Problem Customer

[Kingetula]

To be honest Deborah if ISIS posted his reply with the original post (more detail)...

I must eat what I said a few times in past posts. ERRR! I stand in the middle now.

 

[cahrens]

This is our last post to this thread.

Isis Madec
Isis Reptiles

This has to be my favorite recurring statement on the BOI. Maybe tied with "this thread has only increased our business"

In all fairness, John, it appears to be a misunderstanding on both sides and both should issue each other a public apology.


So my final opinion is they are both wrong and neither side can prove or disprove "impressions," so to lay this issue to rest they both should be big enough to apologize.

Are you serious? Dan should apologize because Mike said...

After agreeing to return them in good order he returned them in slipshod packaging in unusable condition and then gave the impression that he couldn't care less when we told him about it.
Isis Madec
Isis Reptiles

That doesn't seem like much of a reason for Dan to apologize.

We are upset because when we ASKED--we did not DEMAND, as we are being accused of doing--if he could return them the way he received them, and he agreed to do so.
Isis Madec
Isis Reptiles

What if he had said no when you "asked"? It may not have been a demand but it certainly would be necessary for him to get his refund.

 

[Cat_72]

I'm not sure what "like he could care less" means....honestly, what was he supposed to do? He was probably not happy with receiving what he perceived as bad pinks to begin with, and coupled with the fact that it IS odd to have to ship them back to get his refund, I'm not sure what you expected of him at that point? He had already gone beyond what any feeder company would normally ask of him. Pictures of the pinks, perhaps, would have been fair to ask?

And giving the impression that "he didn't care" isn't a fair basis for a bad guy thread, IMO.

And slightly off on a tangent, and with all due respect, unless this is some kind of freezer paper that I'm not aware of, it is simply plain, ordinary, thin paper with a plastic or waxy-type lining. We use it when we freeze our own game (venison, etc) to help protect it from freezer burn. It has no more insulating properties than other similar types of plain paper...in fact, I have found in packing frozen items to travel a long trip that you get much better results from wrapping in several sheets of newspaper and taping well to keep things frozen.

 

[deborahbroadus]

This has to be my favorite recurring statement on the BOI. Maybe tied with "this thread has only increased our business"



Are you serious? Dan should apologize because Mike said...

That doesn't seem like much of a reason for Dan to apologize.

What if he had said no when you "asked"? It may not have been a demand but it certainly would be necessary for him to get his refund.

No, Dan shouldn't apologize because "Mike said," he should apologize for not understanding how to ship them back. The fact that ISIS said he "gave the impression that he couldn't care less" showed why they posted. As I am saying it seemed to be a communication issue.

IMO, an apology on BOTH sides could put this to rest.

 

[Cat_72]

No, Dan shouldn't apologize because "Mike said," he should apologize for not understanding how to ship them back. The fact that ISIS said he "gave the impression that he couldn't care less" showed why they posted. As I am saying it seemed to be a communication issue.

IMO, an apology on BOTH sides could put this to rest.

"I apologize for the errors on shipping the package. I have never shipped anything frozen before. Your box was ripped during shipping the first time so I did not use it again. I appreciate your refund and will be sure to tell others how kind you were when working with me. I am sorry they did not work.

 

[cahrens]

No, Dan shouldn't apologize because "Mike said," he should apologize for not understanding how to ship them back. The fact that ISIS said he "gave the impression that he couldn't care less" showed why they posted. As I am saying it seemed to be a communication issue.

IMO, an apology on BOTH sides could put this to rest.

Nope. Dan isn't in the rodent shipping business. If someone wants him to ship rodents back to them they need to be very specific how to package and ship them. He also paid the return shipping which should have been picked up by the seller.

 

[Kingetula]

They both have put this to a rest.

It is what it is.

 

[Cat_72]

I did thaw out 15 pinks to see if I could use them. I needed to feed my babies, that did not work out so well. Since I tried to feed some I did not mind shipping them back. I even said that Mike could reduce the fee since I used 15 pinks.

I don't know how much more Dan could have done...he already apologized once...even though he couldn't use the pinks he had thawed, he even offered to reduce his refund. I'm not sure how much more he could be expected to do....and you think he still owes them another apology?

 

[tpalopoli]

Isis had an opportunity here. Handled correctly this very well could have been a post by Dan praising the customer service Isis provides. Instead they come across as petty and vindictive.

They primarily didnt wanted those pinks back so they could 'use' them in-house. They believed Dan was lying and requiring him to send them back would thwart his attempt to get free pinks. Instead Dan even offered to reduce his refund by the amount he thawed! And they still posted this thread?

For those that are saying, "mistakes happen, people are stressed over the economy", etc...I dont buy it. That's no excuse for poor customer service followed up with even worse judgement by posting this slanderous thread. I will stay clear of Isis for no other reason than I would be concerned if there is a problem they will trash my reputation.

For those so easily forgiving Isis for this transgression, keep in mind that if Dan never heard of this thread most everyone would have assumed Dan really was a problem customer to avoid. Luckily that wasnt the case, but there is a very real risk someone will casually google Dan and make a judgement without reading the thread. Seeing "Bad Guy Dan Grubb" in a title may be all someone needs to make a decision - one that has potential ramifications beyond the reptile industry. Posting something of this nature is a serious decision that Isis apparently does not grasp. No thanks.


Tom Palopoli

 

[MikeCurtin]

In the words of Randy Mackey, Isis "screwed the pooch" on this one!

 

[JudyC]

Just some input from someone who doesn't know either of the parties involved except from what has been read on this thread. Impressions made on strangers in a thread like this mean a lot...because no matter how popular you are, MOST of the people who read something like this are going to be strangers and will be forming their opinions based on what they read here.

What it LOOKS like to me is that Isis has made a severe mistake in bringing a "Bad guy" thread against Dan. The "Bad guy" label really should be reserved for those who are out there to truly rip someone off....NOT someone you simply have a misunderstanding with.

Isis says they "asked" for the mice back and did not "demand" them. However, isn't it possible that when the "request" was made, the wording or tone of the request could have been interpreted as a demand. Just because you intended to "ask" doesn't mean it came across that way. Why are you so unwilling to give the person the benefit of the doubt and apologize for causing such trouble over so small an incident?

Isis says they "got the impression" that he "couldn't care less"......again....this is personal perspective. Isn't it possible that the "impression" you got was utterly wrong? I'm not saying you didn't sincerely believe he didn't care....but just asking that you consider the fact you might be wrong.

Strictly from a stranger's outside point of view....it doesn't appear that Dan did anything wrong except maybe not be more careful in trying to ship the mice back in a way that would keep them frozen. A very tiny mistake and most certainly not indicative of someone trying to rip someone else off.

I really think Isis owes Dan a huge and sincere apology....even if it doesn't feel good to make it. If one allows one's ego and need to be "right" no matter what to get in the way of good customer relations and public impressions, then one risks alienating a LOT of very good people that could have had a major impact on the business.

 

[Kingetula]

Isis had an opportunity here. Handled correctly this very well could have been a post by Dan praising the customer service Isis provides. Instead they come across as petty and vindictive.

They primarily didnt wanted those pinks back so they could 'use' them in-house. They believed Dan was lying and requiring him to send them back would thwart his attempt to get free pinks. Instead Dan even offered to reduce his refund by the amount he thawed! And they still posted this thread?

For those that are saying, "mistakes happen, people are stressed over the economy", etc...I dont buy it. That's no excuse for poor customer service followed up with even worse judgement by posting this slanderous thread. I will stay clear of Isis for no other reason than I would be concerned if there is a problem they will trash my reputation.

For those so easily forgiving Isis for this transgression, keep in mind that if Dan never heard of this thread most everyone would have assumed Dan really was a problem customer to avoid. Luckily that wasnt the case, but there is a very real risk someone will casually google Dan and make a judgement without reading the thread. Seeing "Bad Guy Dan Grubb" in a title may be all someone needs to make a decision - one that has potential ramifications beyond the reptile industry. Posting something of this nature is a serious decision that Isis apparently does not grasp. No thanks.


Tom Palopoli

Now that you put it that way... Well said