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Bad Guy Darien Dubia Poor Customer Service

herpetologies said:
allreptiles1966 I'm not sure what you mean by "Yet another one!!". Can you please point me to another negative review about my business? I'm not sure why you feel the need to chime in on anytging related to my business. It seems that you are out to get me for some reason and have nothing else to do with your time. I run a successful business and it is successful because I take care of my customers no matter what, I offer a great product, and I don't spend my time criticizing my competitors.

Darien
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The comment has nothing to do with any other negative boi ads. Pretty sure you don't have any. It was referring to another bad boi written. Period!

I'm not out to get you! Where did you even come up with that idea? I have no post anywhere about you. Don't know you and I'm not competing with you either.

I have lots to do. Many people chime in,this is the boi. If you don't understand it,move on.
 
A huge issue you are not accepting Darien is that the roaches in that picture are nowhere near 3/4" in the first place. Even if this order was received alive there would still be grounds for major customer satisfaction.
 
I just checked the size of the little square tops of the egg flats, they are 1/2". I added a little diagram to show you the roaches he bought from us are the correct size. Some are even bigger!
 

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If you consider the depth of the photo, the roaches in the bottom are larger than they appear. I can assure you that we ship the correct size. Before every shipment we take handfuls of roaches and measure them. We have shipped 1,197 individual roach orders and have had nothing but good reviews.
 
I've only had one transaction with Darien, and it was a good one. Granted my order was a small one, to start a breeding colony. But I was very happy with my bugs and Darien's customer service. It was cooler out when I ordered, and mine were inside a burlap bag in a box. None were dead. And he was kind enough not to write roaches on the box, lol. Hubby doesn't like roaches, and would've freaked out.
It's a shame this happened, but I think it was just a "perfect storm." Him being out of town, hot weather, OP needing their feeders. I feel bad for both sides.
 
herpetologies said:
I don't want to get into this with you, but I will say that you were obviously not happy with the roaches even though we did more than required as a seller.

Darien
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Did you do more than required?

Of course he was not happy, you sent him a box of dead roaches in an undersized box.

I think you could have been more polite, you could have immediately replaced or refunded your customer that received a DOA order. you need to think about how you ship in the heat of summer.overnight with cold packs would have produced better results.

You certainly have alot to learn!
 
Killer Dragons said:
Did you do more than required?

Of course he was not happy, you sent him a box of dead roaches in an undersized box.

I think you could have been more polite, you could have immediately replaced or refunded your customer that received a DOA order. you need to think about how you ship in the heat of summer.overnight with cold packs would have produced better results.

You certainly have alot to learn!
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We ship Monday and Tuesday only via USPS Priority Mail. His order is the first DOA we have had in months. We would have shipped it the following Monday no questions asked, but he claimed that he had nothing to feed his dragons. So, we shipped out his order overnight on the weekend when we normally do not ship. When he got the replacements he still complained even though we spent over $100 to overnight his replacement order and sorted/counted his roaches on a day we normally focus on cleaning and taking care of the roaches.

We did immediately replace his order.

We ship around 100 orders per week and he is the first DOA and complaint we have had. We go out of our way to make sure our customers are happy. We have shipped over 500 orders this summer without a single DOA in places much hotter than Oregon. His order was the first DOA, and the first negative review we have had.

There is no reason to overnight our roaches with cold packs if we shipped over 500 orders without a single DOA order. The way we ship is very good. We have tried many other ways of shipping, and believe we have found the best way possible to get our roaches to the customer alive.
 
I'm not sure how we could have done more, we immediately replaced his order yet he was still unsatisfied. I'm not sure what business you are in, but one unsatisfied customer is not one too many. Out of almost 1,000 individual customers, one unsatisfied is a 99.9% success rate. That is spectacular for any business!

Darien
 
I'm not sure how you get a trading rating... I have over 50 positive reviews on my Facebook page though. Honestly I had no idea there were trader ratings on faunaclassifieds so how should I expect my customers to know?

And I must disagree. Once you have close to a thousand customers you will always have some negative. I can assure you, you will not find another feeder supplier moving as many feeders as we do without as many negative reviews.

Darien
 
Darien, Do yourself a favor, Don't argue with stupidity, You'll get beat by experience ;)

A mistake happened and was taken care of quickly. I would not hesitate to do business with you. This post showed me you stand up and take care of issues that arise. Some people just are not satisfied no matter what you do.
 
JColt said:
Darien, Do yourself a favor, Don't argue with stupidity, You'll get beat by experience ;)

A mistake happened and was taken care of quickly. I would not hesitate to do business with you. This post showed me you stand up and take care of issues that arise. Some people just are not satisfied no matter what you do.
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I agree. Darien, search the name "Ed Clark" on this forum and you'll see how dumb it is for him to be jumping on you.
 
Darien, I am extremely impressed by how you aren't getting angry or upset at somebody who is antagonizing you so bad. I don't think I could do the same.
 
You can only receive a trader rating from reviews left by members of Fauna with paid subscriptions, as far as I know (if I'm incorrect, please let me know).

Darien made a mistake Ed. When he was informed of it, he did everything he could to correct it. I recall some negative BOI threads about you, but I can't recall you really admitting mistakes. Good, bad, or indifferent, I have a view of you as a seller that has a past of turning the responsibility of "less than perfect" dealings on your buyer. I think maybe you can stand to cut Darien a little slack for doing what he could to make things right.

I believe the buyer had every right to be upset. I don't keep or breed dragons, and had never even had the need for a feeder roach, but just from what I've read here, it seems that his mind was made up to be dissatisfied, regardless of how Darien tried to remedy the situation. On the flip-side, it probably wasn't a good idea to poke an already disgruntled buyer with a poor online review.
 
Thank you all for the kind words! I definitely could have handled the situation better. It's a learning experience for me. Until now I have had nothing but good reviews, and whenever a customer would have an issue I would make it right. I guess sometimes no matter what you do, you will always have customers you just can't please. On a more positive note, we must be doing something right because we just had our best sales month ever! :)
 
Killer Dragons said:
One unsatisfied customer is one too many!
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Killer Dragons said:
I would think you would have picked up a trader rating or 2 with your spectacular success rate.:rolleyes:

I disagree with you that 1 unsatisfied customer is acceptable.
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This is rich, coming from you. If 1 unsatisfied customer is 1 too many, then how many too many do you by this point? Dozens? Try hard not to choke on your own self-righteousness, the internet has a very long memory.

Why don't you let the people that are involved in the transaction finish resolving this, you're adding nothing and only serving to antagonize and agitate.
 
Killer Dragons said:
Did you do more than required?

Of course he was not happy, you sent him a box of dead roaches in an undersized box.

I think you could have been more polite, you could have immediately replaced or refunded your customer that received a DOA order. you need to think about how you ship in the heat of summer.overnight with cold packs would have produced better results.

You certainly have alot to learn!
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Why are you on his ass for? DOA happens. In no way was he rude, he offered a solution to that problem.

Killer Dragons said:
One unsatisfied customer is one too many!
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On top of that, your response is pathetic.. You're literally pulling bullsh*t out your ass.
 
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