Bad Guy Experience with Outback Reptiles

[Bobby Douglass]

Did Josh post the ad? I'm not so sure that the idea that he didn't actually do the measuring, lets him completely off the hook. As the one conducting the sale, it could possibly be said that he bears some burden of responsibility for verifying its accuracy. Even if you wouldn't agree with that, how about his stance after the sale? Knowing that he had no hand in the actual measurements, he still makes this reply:

Would it not have been more prudent to acknowledge the possibility of a mistake having been made, and ask for proof of it? I suppose that a buyer with an issue would be much more satisfied with a, "maybe you're right", as opposed to (what appears to be) a definite, "you're wrong". Given the apparent ease with which a tortoise is measured - it's not like a slithering snake - I could see where someone would be disappointed with both the actual size, as well as the seller's reply.

I'm not trying to pile-on, but, whether intentional or not, the size was misrepresented. I'm just not sure I get the 'blame the ad, not the salesman' stance.

I agree. Even if Outback makes things right now that was poor customer service. A simple "if you don't mind send me a picture and I'll get back to you sunday when I get back to work" would have probably prevented this thread. I know the customer isn't always right, but never accuse them of lying unless you know for sure that they are. I hope Outback offers a full refund and not just a partial refund or future credit.

 

[Wilomn]

I agree. Even if Outback makes things right now that was poor customer service. A simple "if you don't mind send me a picture and I'll get back to you sunday when I get back to work" would have probably prevented this thread. I know the customer isn't always right, but never accuse them of lying unless you know for sure that they are. I hope Outback offers a full refund and not just a partial refund or future credit.

Bobby, have you ever done retail? After a while, when you've trusted a bunch of people who screwed you over, after you've gone out of your way to make questionable things right, you stop trusting anyone you don't personally know.

Josh is ultimately responsible for the size issue, but he was not out of line in how he handled it from my perspective.

 

[cguarino30]

Bobby, have you ever done retail? After a while, when you've trusted a bunch of people who screwed you over, after you've gone out of your way to make questionable things right, you stop trusting anyone you don't personally know.

Josh is ultimately responsible for the size issue, but he was not out of line in how he handled it from my perspective.

jadedness isn't much of an excuse for poor service. This is a complaint that gets made about Outback at least half a dozen times per year. Let's face it, they are who they are. They sell everything from the top quality to the bottom of the barrel. Sometimes they follow through beautifully, and sometimes they make mistakes. The real issue that everyone who posts these types of bois seems to have with them, and Josh in particular, is that when mistakes are made, or the quality of the animal is slightly less than advertised, or the buyer is in any way less than satisfied, outback's response is always less than satisfactory.

Stall tactics, unreasonable requests, and flat out refusals to deal with the issue are par for the course when it comes to dealing with dissatisfied customers. Even when they eventually make good, it takes months and dozens of emails back and forth just to get to a basic compromise.

Getting back to my original point, you can say it's not their fault because of all the shady people out there that might take advantage of them, but you know what? That's sales. I worked in sales for years and if you don't want to deal with customers, whether they be the honestly dissatisfied or the greedy and shady, get a new job. You don't get to treat everyone like crap because you've been through the ringer. When you do that, all you end up doing is alienating your good customers, and then you'll have nothing left but the people who expect to be treated this way, which is to say, the bad customers.

Bottom line, if you are 100% sure there will be no surprises with your order, go ahead and buy from Outback. If not, prepare for war, because that is the only way they will give you anything, whether you deserve it or not.

 

[Bobby Douglass]

Bobby, have you ever done retail? After a while, when you've trusted a bunch of people who screwed you over, after you've gone out of your way to make questionable things right, you stop trusting anyone you don't personally know.

Josh is ultimately responsible for the size issue, but he was not out of line in how he handled it from my perspective.

I have not. I didn't say he should have just trusted the buyer on the size discrepancy, but he should have given him the opportunity to prove it before telling him he was wrong.

 

[Wilomn]

I have not. I didn't say he should have just trusted the buyer on the size discrepancy, but he should have given him the opportunity to prove it before telling him he was wrong.

In YOUR opinion.

I have another one.

Doubtless ours are not the only two.

 

[Bobby Douglass]

In YOUR opinion.

I have another one.

Doubtless ours are not the only two.

Your opinion of good customer service produces a lot of complaints from Outback's customers. If that's their goal I guess they're doing a fine job.

 

[GMTIRRILL]

Bobby, have you ever done retail? After a while, when you've trusted a bunch of people who screwed you over, after you've gone out of your way to make questionable things right, you stop trusting anyone you don't personally know.

Josh is ultimately responsible for the size issue, but he was not out of line in how he handled it from my perspective.

i have been in customer service for 16 years and sorry to say it but in the customer service field the customer is always right even. the associate should know how to make a customer happy no matter what happens. then there is a little thing called advertisement correctness. if an ad or item misrepresented the responsibility belong to the seller and company he works for. i hope josh correct this right away.

 

[Yogi Bear]

I believe that the OP has a legitimate complaint on this one. Outback was wrong for sending out tortoises that were not 8-10". Even though there has been a bit of a discrepancy regarding the actual size, it is clearly NOT 8-10".

The OP stated that he wanted this tortoise to use in his breeding THIS SEASON. Not for the next one or the next one. There should be no reason for the OP to have to keep/raise the tortoise to the appropriate size.

Once Outback saw the pics of the tortoise they sent, the OP should have received a full refund upon return of the animal. No matter what employee sent this tortoise to the buyer, Outback is wrong in their description of the size, therefore should be willing to refund ASAP!!

 

[Discojaguar]

Going to call BS on this. The customer "always being right" is why some threads on the BOI exist. If you had really been in customer service for 16 years, you would know that there are irrational,rude,petty individuals who should not be put up with.

I think this thread is full of some of those people, based on some reoccurring names that have popped up with previous Outback threads.

However, The OP WHILE entitled to a refund (that is clear) seems to want Outback judged at a harsher standard than himself.

i have been in customer service for 16 years and sorry to say it but in the customer service field the customer is always right even. the associate should know how to make a customer happy no matter what happens. then there is a little thing called advertisement correctness. if an ad or item misrepresented the responsibility belong to the seller and company he works for. i hope josh correct this right away.

 

[cguarino30]

Going to call BS on this. The customer "always being right" is why some threads on the BOI exist. If you had really been in customer service for 16 years, you would know that there are irrational,rude,petty individuals who should not be put up with.

I think this thread is full of some of those people, based on some reoccurring names that have popped up with previous Outback threads.

However, The OP WHILE entitled to a refund (that is clear) seems to want Outback judged at a harsher standard than himself.

When people say "the customer is always right," they don't mean that the customer is literally perfect. What they are saying is that it is always good business practice to operate under the assumption that the customer is right, and to treat them as if they are, because you will make far more money as a business by encouraging your customers to have faith that you will always put thier satisfaction first. Being pettyghe!! and difficult will always cost you more money in the long run then just trying to make the customer happy, even if they are technically incorrect (which in many cases, this one included, they are not)

 

[Discojaguar]

I know full well what the spirit of the phrase is, thank you. However I was pointing out that this is not always a good policy and it is sometimes smarter for business to cut their losses and be done with certain customers.

When people say "the customer is always right," they don't mean that the customer is literally perfect. What they are saying is that it is always good business practice to operate under the assumption that the customer is right, and to treat them as if they are, because you will make far more money as a business by encouraging your customers to have faith that you will always put thier satisfaction first. Being pettyghe!! and difficult will always cost you more money in the long run then just trying to make the customer happy, even if they are technically incorrect (which in many cases, this one included, they are not)

 

[GMTIRRILL]

I know full well what the spirit of the phrase is, thank you. However I was pointing out that this is not always a good policy and it is sometimes smarter for business to cut their losses and be done with certain customers.

you miss the point with this hobbie you need to have good customer service to sell the animals you breed.

 

[Wilomn]

you miss the point with this hobbie you need to have good customer service to sell the animals you breed.

You and a couple of others either have very little experience with selling or you just don't see the point.

I'm NOT going to get bent by some guy who's unhappy. No one should. The customer, with live animals, is OFTEN wrong.

Some of us have pretty good reps for our animals because we speak plain, simple and to the point with no BS, nor do we, take a lot of crap from customers like the OP, who I must admit, has improved his attitude a bit since the start of this thread.

Anyway, 16 years and you still feel that way is pretty amazing.

 

[Discojaguar]

There's a huge difference between good customer service, and being a doormat. I'd rather buy from a breeder I KNOW is not afraid to turn down bad customers, because it means (to me ) that they are not just in this for a quick buck. But, that's a topic for another thread.

you miss the point with this hobbie you need to have good customer service to sell the animals you breed.

 

[WebSlave]

But, that's a topic for another thread.

Warning: Yes, it is. And so it is as well with the last few posts in this thread. Stay on topic, please.

 

[cguarino30]

There's a huge difference between good customer service, and being a doormat. I'd rather buy from a breeder I KNOW is not afraid to turn down bad customers, because it means (to me ) that they are not just in this for a quick buck. But, that's a topic for another thread.

So, by your logic, Outback is NOT in it for the money?

 

[meowmeowkazoo]

In YOUR opinion.

I have another one.

Doubtless ours are not the only two.

I have to say, you seem extremely biased in favor of Outback Reptiles. That's my opinion.

Yeah, they're not the spawn of the devil compared to other people here, but you seem to be going out of your way to excuse their behavior and make the OP feel like he's just as bad as they are.

 

[Wilomn]

I have to say, you seem extremely biased in favor of Outback Reptiles. That's my opinion.

Yeah, they're not the spawn of the devil compared to other people here, but you seem to be going out of your way to excuse their behavior and make the OP feel like he's just as bad as they are.

I am. I know Josh and I know that he'll do what he thinks is right. That happens to, often, be what I think is right.

The OP is guilty of exactly what Josh is, one is not better than the other in this They both made mistakes. Josh is taking care of it from his end.

Is this not a satisfactory outcome to what could have been a real bummer for the OP?

 

[Fangthane]

The OP is guilty of exactly what Josh is, one is not better than the other in this They both made mistakes.

Hardly. This next quote is the basis for your conclusion?

James Bradford <[email protected]>
6:22 PM (19 hours ago)
to josh
I received, but they are only 5-6 inches, not 8-10

That's pretty flimsy. The big difference that you're managing to avoid is that the OP's mistake is in no way damaging to anyone. Whether or not he ended up being 1" off is a completely moot point.

6 3/4 I was not home when they came I was judging from a pic my wife
Sent me, and I wasn't far off. Yes?

I'm guessing that the attached picture is the one that his wife sent to him, since it appears to be a female's manicured hand in the picture. As the larger tortoise is a pretty close stand-in for the size he was led to believe he'd be receiving, there's really no reason to intentionally exaggerate. It's clearly, noticeably, smaller than it was supposed to be. Period. He was making a guesstimate from a picture on a cell phone's screen. Being an inch off isn't particularly damning. As far as I can tell - meltdown aside - he appears to have been honest throughout this thread. He deserves whatever grief he catches for how he mouthed off, but that's about it.

 

[cguarino30]

Is this not a satisfactory outcome to what could have been a real bummer for the OP?

Satisfactory is not terribly impressive, especially considering that the "real bummer" would have been entirely the fault of Outback's misadvertisement. A GREAT dealer would have taken steps to bring this beyond satisfactory, and would have done so without the stubborn attitude or attempts to dodge responsibility.