• Responding to email notices you receive.
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Bad Guy MB Reptiles - Bad Experience

O

OutworldReptiles

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I just had a rather lame experience with MB Reptiles. I ordered from them last Friday and received a receipt via email for my transaction. I had ordered some crickets and frozen mice/rats and added that I would like them shipped on Monday if at all possible because my supplies were running low. By Wednesday I hadn't heard anything from them so I tried calling, no answer. I sent them an email on Thursday, then tried calling again on Friday and left a message. I wasn't angry in any of my messages or my email, all I wanted was an ETA for shipping. I called on Saturday and finally spoke to someone who told me they were out of one of the items that I ordered and they had sent me an email about it. I never received any email from them and they never returned any of my phone calls. Now I'm just hoping I get my money back from them...
 
Emails

Sorry this is my first time starting a thread here. Here is the email I received from them after my purchase:

MB Reptiles - #1754
Inbox X
Reply from [email protected]
reply-to [email protected]
to [email protected]
date Thu, Apr 1, 2010 at 10:25 PM
subject MB Reptiles - #1754
mailed-by dna2.hostingdna.com
hide details Apr 1 (9 days ago)
MB Reptiles Order

Thank you for your MB Reptiles order.

Your order number is #1754, please keep track of it for your records.

If you have any questions on this order, please contact [email protected].

If you have ordered heavy items or items that require oversized boxes, we will contact you shortly to discuss the shipping costs.

Billing Address:
Sarah Maddox
537 Lorraine Court S
Rohnert Park‎, CA 94928

Username: justpeachy23
Shipping Address:
Sarah Maddox
537 Lorraine Court S
Rohnert Park‎, CA 94928

Shipping Method: Ground Delivery

MB Reptiles Products
item name qty price total
4 week Crickets 000084
Quantity 500 (+$0.00)
1 $11.00 $11.00
Rat Peach Fuzzies 000103 1 $30.00 $30.00
Rat Pups 000105 1 $9.00 $9.00
Fuzzies 000091
Quantity 25 Fuzzies $11.25 total
1 $11.25 $11.25


Totals
Subtotal: $61.25
Shipping: $8.79
Tax: $0.00
Total Amount: $70.04

Thank you for your MB Reptiles order.


This is the email I sent to them:
Order #1754
Reply
from Sarah Maddox <[email protected]>
to [email protected]
date Thu, Apr 8, 2010 at 4:21 PM
subject Order #1754
mailed-by gmail.com
hide details Apr 8 (2 days ago)
Hi,

I was just following up on an order I placed last Friday. I received a receipt via email but I haven't received anything else, any idea when it will be shipped?

Thanks!
Sarah Maddox
(707) 685-6163
Order #1754

I just copy and pasted the emails, I don't know if there is another way to do it...
 
Nope that was the one and only email I received from them about this order. I left two messages and today when I called someone finally answered. She said they had sent me an email that week asking if I wanted to go ahead with the order even though they were out of fuzzies or just cancel it. I checked my spam folder to see if it went there but there was no sign of it. I told her to just cancel my order and she said they couldn't do it until Monday.
 
Update

So I called on Monday and left a message to follow up on my refund and I didn't hear anything back. So I sent them an email on Tuesday....

------------------------------------
Order #1754 Refund
Reply
from Sarah Maddox <[email protected]>
to [email protected]
date Tue, Apr 13, 2010 at 6:42 PM
subject Order #1754 Refund
mailed-by gmail.com
hide details 6:42 PM (22 hours ago)
Hello,

I was just following up my order (#1754). I called Saturday and was told that you guys were out of frozen fuzzy rats so I cancelled my order, I haven't heard anything since so I just wanted to make sure that my money was being refunded.

Thanks!
Sarah Maddox

------------------------------------
So now it's Wednesday and I haven't received a refund, I've been checking my PayPal account as well. I don't know how long it takes a refund to clear but I'm mainly annoyed because I don't know what's going on...
 
Regardless of how long it takes for the refund to clear, it doesn't take 5 days for a phone call or e-mail to let Sarah know it's being processed. MB is looking pretty unprofessional right now.
 
Also, when you pay with a credit card through Paypal, the vendor can do a refund 24 hours a day 7 days a week. There was no reason to say that they had to wait until Monday. Something is smelling like Tuna.
 
I have bought from Matt of MB reptiles many times and never had a problem. I have always received outstanding products and animals too.
From everything I have read in here in this thread it just looks like one slipped through the cracks. I very seriously doubt there was any malicious intent. Crap happens. You cancelled your order on the 10th and got an email confirming that on the 13th. I realize that might not have been fast enough for you but bottom line is you are getting your money back.

I encourage anyone on here to buy from MB any time. This incident is by no means the norm for them.
 
MikeCurtin said:
Regardless of how long it takes for the refund to clear, it doesn't take 5 days for a phone call or e-mail to let Sarah know it's being processed. MB is looking pretty unprofessional right now.
Click to expand...

I agree with ya. I knew mine was being processed because I was on the phone with them while they were doing it.
 
Talkenlate04 said:
You cancelled your order on the 10th and got an email confirming that on the 13th. I realize that might not have been fast enough for you but bottom line is you are getting your money back.
.
Click to expand...

Actually I placed my order on April 1st and got the one and only email from MB Reptiles confirming my order. After several days of not receiving any other communication from them or my package I started calling and emailing them to find out what was going on. On Saturday I finally spoke with someone who told me they were out of one of the items I ordered and asked if I wanted to cancel the order, I said yes. She said they couldn't do it until Monday, it is now Thursday and I don't have my money back nor have I been able to get in touch with them. I have called several times and left messages and send them another email. So we're know hitting the two week mark and I'm still clueless about what is going on...
 
Talkenlate04 said:
I have bought from Matt of MB reptiles many times and never had a problem. I have always received outstanding products and animals too.
From everything I have read in here in this thread it just looks like one slipped through the cracks. I very seriously doubt there was any malicious intent. Crap happens. You cancelled your order on the 10th and got an email confirming that on the 13th. I realize that might not have been fast enough for you but bottom line is you are getting your money back.

I encourage anyone on here to buy from MB any time. This incident is by no means the norm for them.
Click to expand...

Not to be rude here, but the op is showing that there's been nearly no communication for two weeks. The op didn't wait two weeks to send payment, so how does any situation justify two weeks of no communication, and disregard of the op's refund request?

The "bottom line" is that MB reptiles no matter how they typically are in most situations is showing a COMPLETE lack of customer care in THIS situation.
 
I don't take it as rude at all.
I understand being a buyer and not having things go as planned, it has happened to me many times before, and it can be frustrating waiting to find out what is going on. People have lives outside sales, so I shared my past buying experiences with MB because I have known him for years and I know this is not the normal way a transaction goes down with him. Because it is not the norm it leads me to believe he has something going on right now that we do not know about.
I guess time will tell. But one thing I am sure of is a refund will be issued. I have no doubt in my mind at all.
 
Talkenlate04 said:
I don't take it as rude at all.
I understand being a buyer and not having things go as planned, it has happened to me many times before, and it can be frustrating waiting to find out what is going on. People have lives outside sales, so I shared my past buying experiences with MB because I have known him for years and I know this is not the normal way a transaction goes down with him. Because it is not the norm it leads me to believe he has something going on right now that we do not know about.
I guess time will tell. But one thing I am sure of is a refund will be issued. I have no doubt in my mind at all.
Click to expand...

I'm not attacking Matt personally but this has been a rather frustrating experience for me. I'm a college student who lives paycheck to paycheck so I could really use this $70 bucks : ) My main concern and frustration is the lack of communication, it only takes 30 seconds to send a quick email...
 
No I haven't received my refund yet nor have they responded to any of my calls or emails. I'm not sure if they're aware of this thread, I didn't mention it in my emails because I didn't want it to sound like I was threatening them...does that make sense? I was going to send another email tomorrow, should I reference this thread?
 
zaphod42 said:
No I haven't received my refund yet nor have they responded to any of my calls or emails. I'm not sure if they're aware of this thread, I didn't mention it in my emails because I didn't want it to sound like I was threatening them...does that make sense? I was going to send another email tomorrow, should I reference this thread?
Click to expand...

You should email them tonight and let them know about this thread.
 
As long as you're professional and respectful in your wording, there's nothing wrong with referencing this thread. In my opinion, they've dropped the ball, and they should have the opportunity to defend their practices here.
 
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