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Bad Guy ghanns cricket farm

Willow said:
I see nothing wrong customer service wise with this email reply to your original email to them. He apologies. He explains why his sizes can differ, which is reasonable
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Part of customer service means getting the order rightin the first place. A nice e-mail doesn't fix your mistake. Here are the examples of bad customer service in this order.

#1 I ordered a specific size cricket from the chart on their website. They ran out of that size so they decided to ship me a different size. That's unacceptable if they didn't have the size I ordered they should have let me know. I told the girl on the phone exactly what size I needed because of the size of animals I was feeding. They sent me something I couldn't use. Did you look at the pictures I posted? The 1/8th crickets were 2X the size they should have been.

#2 It took them almost a week to respond to my order and when they did they offered no fix. I have never had a feeder company not offer to fix their mistake when it was pointed out.

#3 When I sent my last e-mail they should have known I was pretty upset. I never heard from them again. You would think they would have at that time offered to fix their mistake, but they didn't.

I am not real hard to get along with customer wise I expect to get what I order and if I don't I expect you to fix it. That's not unreasonable. I wasn't nasty I wasn't demanding I pointed out their mistake and expected them to fix it. I didn't expect them to not respond to me for a week and when they did tell me to order earlier and hope I get the right size.

If getting the wrong item, not getting a prompt response to the problem and not offering to fix it is good customer service they are great.
 
I have worked in customer service...I am human.

things do not always go right the first time. if so, there would be no need for any actual customer service.

Size issues are easy to come across when most of the time it is eyeballing and opinion based....no one but you is taking a ruler to those bugs.

Altho with a big company I can sometimes understand slow response time, I do agree they could have done more to ease your dissatisfaction.
 
Willow said:
I have worked in customer service...I am human.

things do not always go right the first time. if so, there would be no need for any actual customer service.

Size issues are easy to come across when most of the time it is eyeballing and opinion based....no one but you is taking a ruler to those bugs.

Altho with a big company I can sometimes understand slow response time, I do agree they could have done more to ease your dissatisfaction.
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I manage a territory for a large distributor and I make mistakes everybody makes mistakes, all you can do is fix them and try to make it right. They didn't.

Also deliberately sending the wrong size because you are out of the correct size isn't a mistake its a choice. Strike one. Taking almost a week to reply to a customer with a problem. Strike 2 When you finally respond telling the customer our sizes vary you have to ask and order early in the week when I already had, and not offering to correct your error. Strike 3.

By the way 1/8" is a unit of measure not an opinion. That's why we have them to have a standard that is the same for everybody. Their own website shows their crickets size by 1/16", 1/8", etc.
http://www.ghann.com/store/store_sub.cfm?Category_ID=1

If you read my initial e-mail I was willing to work with them they just took to long to respond and didn't offer to correct their error when they did.
 
Its obvious most of you that are defending Ghanns on the size issue have never had to feed multiple clutches of small chameleons. Because I can vouche for what the poster is saying. #1. He should have been told upfront the sizes were running lg because when your feeding small animals if the fedders are too big they are useless. #2. The mistake BY GHANNS could have cost the poster some of his offspring due to their mistakes. Neonate chameleons need to be fed daily and finding feeders for small chameleons can be practically impossible in most pet stores or lg box stores. They carry smalls & adults not pins or cricks under 1/4".

Ghanns dropped the ball and didnt even offer a credit or a discount on the next order. Find a new supplier I used Ghanns also for a short while now Ive found someone whos crickets are healthier and ships in well packed boxes & tubes for pins.
 
Size issues are easy to come across when most of the time it is eyeballing and opinion based....no one but you is taking a ruler to those bugs.

No he aint. If you breed, your gonna want sizing to be correct for feeding new born chams. Ive checked sizes before myself.
 
I have had troubles with them too. The last time I ordered from them I said to ship with heat pack please. They did not and when I got the package I had all dead crickets. And guess what else we had snow over night so again it was their fault for not shipping a heat pack with them. That is not my only experence with them once I had order crickets from them and they sent me an empty box. Well not totaly true they sent the egg-crate! That was the last time I ordered from them!
 
I have used Ghann's for 3 years and I don't have any complaints. There were times when the order was wrong or the crickets were dead and just like it says on the website (when I used it anyways) all I had to do was pay 5.95 for shipping and they replaced my order with next day shipping, no questions asked. In 3 years I think I had 2 or 3 incorrect orders and/or dead crickets, which to me isn't bad at all because I ordered between 2,000 or 5,000 crickets a month depending on what I needed. I do not use them anymore but that has nothing to do with their customer service or product. I would recommend them to anyone.

Andrew Handeland
 
A buyer shouldn't have to ask if their 1/8" crickets are really 1/8". If you sell them by size they should be that size.

Ash Geckos, why are you okay with having to pay shipping twice if you get an order that arrives dead?
 
When the crickets arrived dead it was not Ghann's fault, or I assume so anyway because I doubt that they smashed the box before they sent it. And $5.95 for 5,000 crickets isn't a problem. I was also stating that they reshipped right away with no questions asked every time, so I do not know why that would be considered bad business. I didn't even have to show pictures, thet trusted me enough to believe what I told them. Their policies are on their page and they stick to them. Also, there were heat packs in my boxes every time. I can only tell you my experience with them and that is what I am doing.

Andrew Handeland
 
I would not be happy if I had to pay for shipping twice unless it was actually my fault. Whether it was something they did or an act of nature that could not be controled, it is the cost of doing business.

As for the sizes being an opinion... Thats the reason these issues happen. Small, medium, and large is an opinion. 1/8", and 1/4" is an actual measurement. If a customer cantrely on a 1/8" cricket to be 1/8", whats the point in there being an actual measurement...

you need to ask if the crickets happen to be running large... Are you kidding?? "running large" is not a definative measurement. Even if you did ask and they say yes they are, you have no idea what you are getting.

A feeder company that cant be trusted to send the correct sized feeders is pretty useless...
 
calvinh said:
As for the sizes being an opinion... Thats the reason these issues happen. Small, medium, and large is an opinion. 1/8", and 1/4" is an actual measurement. If a customer cantrely on a 1/8" cricket to be 1/8", whats the point in there being an actual measurement...

you need to ask if the crickets happen to be running large... Are you kidding?? "running large" is not a definative measurement. Even if you did ask and they say yes they are, you have no idea what you are getting.

A feeder company that cant be trusted to send the correct sized feeders is pretty useless...
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I have to agree on the size issue. I was having the same issues with a local supplier & had to have a talk about it. 3/4 doesn't mean full grown & half dead.
 
Ordering on a Friday is not what I would consider "early in the week". Sunday is technically the beginning of the week, Monday is the first business day of the week and the day most people would consider optimal to get first choice of product for that week.

It's been more than 10 years since I bred and raised veiled chameleons, but when I did, I ordered from Ghann's and was always happy with their product and service. Yes, you would get that rare box of crickets that were half dead due to the weather, but I never had a problem getting a free replacement. I used another big name cricket farm initially and had more problems with them in 6 months than I ever had with Ghann's in 6 years.

I also had multiple clutches of eggs hatching over a period of a month or so, and how I made sure I had crickets small enough to feed them, I would always order several thousand pinheads in addition to the other small sizes. Yes, the baby chameleons would eat more in number of the pinheads, but it was rare that I actually had to use them since I also had slightly larger sizes, plus crickets for the adults, I always had something appropriately sized to feed. And those pinheads, and all the other sizes, didn't take long to grow into the larger sizes.
 
Willis Wildlife Enterprises said:
Ordering on a Friday is not what I would consider "early in the week". Sunday is technically the beginning of the week, Monday is the first business day of the week and the day most people would consider optimal to get first choice of product for that week.

It's been more than 10 years since I bred and raised veiled chameleons, but when I did, I ordered from Ghann's and was always happy with their product and service. Yes, you would get that rare box of crickets that were half dead due to the weather, but I never had a problem getting a free replacement. I used another big name cricket farm initially and had more problems with them in 6 months than I ever had with Ghann's in 6 years.

I also had multiple clutches of eggs hatching over a period of a month or so, and how I made sure I had crickets small enough to feed them, I would always order several thousand pinheads in addition to the other small sizes. Yes, the baby chameleons would eat more in number of the pinheads, but it was rare that I actually had to use them since I also had slightly larger sizes, plus crickets for the adults, I always had something appropriately sized to feed. And those pinheads, and all the other sizes, didn't take long to grow into the larger sizes.
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So ordering on Friday to ship Monday isn't early in the week? So your saying I would get a better selection by ordering on Monday than the Friday before? You realize that that makes absolutely no sense don't you? I placed my order on Friday to ship Monday so I would have my order in early and get what I needed. They didn't hold up their end and did nothing to fix it. I'm glad you had a good expierience but like you said that was 10 years ago things change.
 
Willis Wildlife Enterprises said:
Ordering on a Friday is not what I would consider "early in the week". Sunday is technically the beginning of the week, Monday is the first business day of the week and the day most people would consider optimal to get first choice of product for that week.

It's been more than 10 years since I bred and raised veiled chameleons, but when I did, I ordered from Ghann's and was always happy with their product and service. Yes, you would get that rare box of crickets that were half dead due to the weather, but I never had a problem getting a free replacement. I used another big name cricket farm initially and had more problems with them in 6 months than I ever had with Ghann's in 6 years.

I also had multiple clutches of eggs hatching over a period of a month or so, and how I made sure I had crickets small enough to feed them, I would always order several thousand pinheads in addition to the other small sizes. Yes, the baby chameleons would eat more in number of the pinheads, but it was rare that I actually had to use them since I also had slightly larger sizes, plus crickets for the adults, I always had something appropriately sized to feed. And those pinheads, and all the other sizes, didn't take long to grow into the larger sizes.
Click to expand...

Im a breeder also, and I dont order pins when my chams can eat 1/4" just because the cricket supplier cant be bothered to make sure I get the correct sizes I WANTED AND I ORDERED. Thats not a sound decision economically for a breeder to make. Why would I buy 5000 pins that have double the chance of dying in transit when i can order 3K 1/4" that are of the approp size for my offspring. What you wrote was not good advice and I dont know another breeder that would waste $$$ when they could just find a supplier that would send the right sized feeders? You also realize your wasteing more $$ raising feeders to the approp sizes. If your going to do that then you should just start breeding crickets. Because your doing half the work for the supplier your buying from. Thats why I buy crickets, so i wont have to breed them myself. :rolleyes:
 
They have the terms of dead/damaged arrivals on their website. It's not like anyone is blindsided by how they conduct business. If you don't like their terms you don't have to buy from them. Their crickets were healthier, bigger, didn't smell as bad, and were cheaper than the ones that I could get local so I always used them.
 
ill only reply this one last time because its not worth my while to reply to strangers this site is to note issues not to attack an individual who showed pictures of the above mentioned rancid unusable product and did not receive what i ordered

if your saying you supply crickets in any size being pinheads to adults your responsible for making sure your packaging is not flawed and that the item gets to you in good shape with minimal loss

i clearly showed that i received not even a 1/3 of my order


i spent $600 on three animals feeders because i was replacing almost every week each order is $110 approx.
i have never seen such horrible packaging in my life you have to fight the box with the smaller crickets to get them out
im now using tophat and have received near perfect orders
 
I have a question Chris...if the orders you were getting for them were consistently short, badly packaged etc. Why did you keep ordering from them? There are several large cricket suppliers out there.

Gotta say that given the two new threads you have posted in your short time on this site, you are starting to come off as the customer from Hell.


Your first response in any problem seems to be to threaten to retract your payment through your Bank. Didn't your parents ever teach you the whole Honey vs. Vinegar analogy.

Lighten up and act like an adult and you may find that customer service improves by leaps and bounds
 
ghanns was okay until this recent issue that spanned for a matter of 6 weeks to 2 months

the smaller crickets are there problems

the larger ones always came without issue than this current order of 4000 half inchs were the rancid ones

before this few weeks i was a loyal customer with no complaints other than a phoenix worm issue they fixed
 
I have getting my crickets through Ghann's for the last 5 years. I have received nothing but great product and service from them. There has been a rare occasion where my order has arrived half dead or the wrong size and they were quick to correct it and all they charge is the $5-10 shipping which is still a good deal. I had tried many others before Ghann's and they have the best price and product. I don't know what happened with the OP or how it ended up costing him $600 to feed 3 dragons is quite puzzling...
 
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