MGREPTILES Trouble with shipment

[Scott Ashton]

Matt:

I have to agree with Wes, because I believe that you are a good person, but that doesn't automatically mean you run your business well. Others have observed that you have definietly hit a bump in the road and you have acknowledged this and highlighted your mitigation strategy.

In my opinion your achilles heel is that you take your business matters personally - and since its your business I know that it can be hard to quell your emtions, partcularly when you perceive that you are being attacked. This is obvious in your interaction with more than one of your customers and quite frankly I believe that this has more to do with your present predicament than your shipping woes. The bottom line is that customers get pissed - sometimes for good reason - often for no reason. If I said what I wanted to say to the "customers" I deal with at work I would have lost my job a long time ago. The bottom line is that you need some breathing room to make the changes that will improve your shiping situation and going for the throat of your customers is the last thing that will buy you that cushion.

Will I order from you again? Yes, but the caveat is that I will only order stuff I can afford to wait on - which is usually not the big $$$ stuff. I would happily give you all of my business if I knew that I would get it in a timely fashion.

One word about email - it is unreliable! Anyone using a SPAM filter that subscribes to blacklists will find they are bouncing a pretty significant amount of mail from the likes of Comacst, AOL, Hotmail, etc. because at any given point a significant number of each of these services' mail servers are on the blacklist for sending SPAM. My suggestion (for what its worth) - offer an order status page that cutomers can login to and check the status of their orders and send inquiries through.



-Scott Ashton

 

[bonks]

Will do Robin Thanks Ken

 

[sig1980]

Honesty is in question

I have now read the entire post. There seems to be a lot of side arguments and personal issues here. What prompted me to include myself in this post is not just a simple matter of a delayed order. If it was, I would have come looking here and contributed on 12/01. That is not the case. I asked Matt as nicely as possible in my e-mail to please cancel the probes if they were causing the delay and ship the flexwatt as expeditiously as possible.
His very snappy response stating "it didn't take 10 days to ship flexwatt....I will refund the probes." led me to believe the order would then be shipped immediately. I find it hard to believe if he was that angry about the matter, he simply forgot to refund the probes. At that point he was delaying for some other reason- someone mentioned that the common denominator was the inclusion of flexwatt in the order. Maybe that is what it was and he just delayed some more until he got it. Even that is not what sent me here.
When another eight days went by and i tried to contact him in person over the phone and was unsuccessful, I became worried that this was a scam artist- I had no knowledge of Matt's all of you here obviously do.
I told him to please contact me about the order or I would FIRST contact Paypal, and if I did not get a resolution I would THEN contact the police.
When I filed the DISPUTE (remember, I NEVER escalated it to a claim) Matt responded (through PayPal) with a verydeceptive answer talking about the customer's (ME) order containing custom built materials that could not be returned. His reply ended with a very simplistic "next time you call, leave a message so we know in fact you called" (paraphrased- I probably shouldn't use the quotes) Leading anyone who read it to believe that he had no knowledge that I called and so the reason he NEVER returned my call and also why he did not promptly take care of the matter.
Now after reading his response in post #219, he finally admits (I'll leave out the quotes) getting angry about receiving a voicemail about contacting the police.
See, he DID get my message on his answering machine. He LIED about not getting it in his response to PayPal. He LIED about my order containing custom built components, he sent up a smoke screen about the issue revolving around returns and refunds when the ONLY issue was non shipment.
The terms of service for PayPal are clear about canceling a dispute. I am sure most of you are aware of them, and someone who is more computer literate than I can post them verbatim - that once a dispute is closed it CANNOT be reopened OR escalated to a claim.
Matt LIED to me when he wrote that I had to cancel the dispute to allow him to ship. He LIED to me when he said I could cancel the dispute and later reopen it as a claim.
In Matt's first response to PayPal he stated...customers order will be shipped tomorrow using USPS. He LIED because he contacted me via personal e-mail and stated he would not ship unless I cancelled the dispute.
When I posted a reply in PayPAl that I still had concerns about the transaction. Matt responded by saying... the customer has filed a CLAIM that prevents me from shipping.
Got to say it........ LIE AGAIN!! I was very clear in my communication to him that I was keeping it as a DISPUTE not a CLAIM for as long as possible to keep it (as Paypal told me) between the customer and the seller, and give him the opportunity to do the right thing. Please read the posting of the PayPal correspondence- SELLER has escalated this to a CLAIM. He blames ME twice for holding up the order because I filed a CLAIM.
Matt's last responce to PayPal said something about me being offered a refund SEVERAL times. Guess what...... LIE again.
Matt sent me a single antagonistic e-mail saying something like .. tell you what I can either ship your order today or refund your order minus a 25% restocking fee. That was the only reference to refunding that was ever made, and it was entirely unsolicited by me. All I wanted was what I paid for.
This post was started by someone else that created a great deal of discussion about whether or not they should get a full refund after waiting so long for an order and whether they opened the box or not. In this case, Matt is damanding a 25% restocking fee for an item he never shipped! not to mention the other option- I can ship your order today (12/08) was, as we all now know......... yes,...... a LIE. Since he did not do it.
Some of the post I read seem to be more accurate that others, but one thing came across rather clear, Matt will blame ANYONE BUT HIMSELF.
He sent an e-mail saying he would refund the probes, he sent an e-mail saying he would refund shipping. My guess is that if and when the order arrives neither will be refunded and that those, too, were lies. I will let you know. He lied about not getting my message on his answering machine. He lied about my order containing custom order electronics. He lied about the issue being refunds. He lied about shipping my order the following day of the initial PayPal dispute. He lied about shipping it the same day if I didn't want to swallow a 25% restocking fee for an item that was never shipped. He lied about saying he could not ship because I filed a claim. He lied about me filing a claim. To me there is more at issue here that poor time management of a business that simply get behind on shipping. I could have lived with that.

 

[kmurphy]

To me there is more at issue here that poor time management of a business that simply get behind on shipping.

I agree.

 

[Wilomn]

bonks
Registered User


Join Date: Nov 2005
Location: Montreal
Posts: 43
Name : Ken Gubersky

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Warning Level: 0 Quote:
Originally Posted by Wilomn
Matt, stop and THINK.

There have been a bunch of guys not happy with the way orders have been delayed from you.

Not just one or two, a bunch.

Maybe you need to tighten up your method, ship what you have when you have it letting the customer pay shipping for that, then ship what was backordered on your dime providing your customer okays that.

Something needs fixing, no doubt there.

You're not a bad guy and I don't think you're a dishonest one, but I DO think you need to do some SERIOUS fine tuning.



Well imagine that, Wes seems to have changed his tune.Could I say that he now agrees with me. Ken

kennyboy, my opinion of YOU has not changed at all. I still think you're a lying sack of poo.

I've stated to Matt that I think he's in some serious trouble here and also offered what I think is a reasonable solution to his present difficulties.

DON'T go trying to make yourself look good just because I'm honest enough to tell someone I consider a friend that he's screwing up.

YOU, kennyboy, are the one who stated that YOU would "lie, cheat or steal," to get your refund. You've lied, you've just cheated, and since I think you stole clips and broke the helixes, well, you know what I think of you.

Fix it Matt, feel free to contact me if you need some help with wording.

 

[MGReptiles]

I have nevr lied to you!!! I didnt get your voice mail until yesterday! I did not and still dont have the ability to do anything with paypal. When you file a claim it removes al options to ship, partial refund or anything like that. I had planned on shiping your roder but could not throgh them as it was not an option. I had to esclate the dispute to a claim so I could input the tracking information formt he USPS site into the paypal site. I consider cut flexwatt a custom part, and that is where that comes from.

 

[MGReptiles]

Richy boy from Reptile Basics, I didnt liek you from the beginning and yes I buy my flexwatt from the same place you do, THE MANUFACTURE.. You love posting here about me dont you, you would love to have my thunder. That is why you have copied me from day one, thats what the post Robin was talking about. I remember now, I told her buying form you was like buying form me as you wanted to be like me. Your a small bottom feeder that is trying to steal business from another company, thats perfectly fine. If nothing else that makes me fight harder. As fo rthe Helix thermostats, do a search man its all over the internet that there are some failures, its even onthis site. Back to ignore for you and back to your little rock on the bottom to suck the slime off..

 

[SPJ]

Can't you just hand write the address, bring it to the PO, and ship it?

Why do you have to wait because you cannot use the ship manager thru Paypal?

 

[Cat_72]

Can't you just hand write the address, bring it to the PO, and ship it?

Why do you have to wait because you cannot use the ship manager thru Paypal?

I would guess because then there would be no type of proof through Paypal that it had been shipped?

 

[DThomas]

I would guess because then there would be no type of proof through Paypal that it had been shipped?

Actually, you can manually add tracking numbers and the carrier used into the order in Paypal. The customer gets an automatic email of the update and a link to click in the order to track the package. Easy to do an only takes a second.

 

[SPJ]

Send it requiring a signature and get a reciept.
That would be proof of shipping.

 

[Cat_72]

Actually, you can manually add tracking numbers and the carrier used into the order in Paypal. The customer gets an automatic email of the update and a link to click in the order to track the package. Easy to do an only takes a second.

That would be why I said I was guessing...I really have never had to deal with anything like this.

Good to know, though.

 

[MGReptiles]

Matt,
Maybe it's time to take a step back and look at this from the outside.
My understanding is that you are essentially a one-man operation. That being the case, shipping 100 orders a day has got to be a little overwhelming itself. Factor in the added stress of a "problem" and it's easy to understand your reaction. However, that still doesn't excuse it.

Remember back when you were only shipping a couple of orders a day or less? You did not experience these kinds of delays or customer complaints. I remember you as someone who would do anything to please a customer. That attitude is what has allowed your business to thrive and gotten you to a point where you are shipping 100 orders a day.

Deciding in your mind that 1 or 2 percent of your customers being disgruntled is acceptable, is not what your business was founded upon.

The solution seems obvious to me. Your business has progressed to a point where one man cannot do it all. You need to either get some help, or scale back a bit until to do.

One last piece of advice: NEVER respond to a customer complaint when you first read it.
Take some time to let your head clear. Be proactive instead of reactive.

I wish you the best of luck.

I do remember a few years ago when I first started and I have a passion for herps. I still love reptiles and still woudl do anything for the reptile world. Your right things have changed. I have no reason to lie(rich) about the amount of orders coming into MGR, why would anyone do that. Fixing a problem in a business is not an overnight fix, it will happen but it will take a week or 2 more before the final prouct is apprent.

I have tried to hire people but I want someone that has basic knowledge of HVAC(there is a sister company that sells onnly thermostats) and eletrical experience, also cant be afraid of reptiles, especially snakes.

Scott,
Your right I do take it personal, I love my reptile business and by gally I am going to make it fun again. I got married about 3 months ago and the wife has been helping me alot when she comes home from work(school teacher so it varies). We were talking last night as I we were bagging USPS bags and she said I notice you dont look at this business as you did when we first met. That shocked the crap out of me becaus eI was thinking the same thing. When I first started I wanted to be the best and biggest, well I do a good amount of volume(BAH and Beanfarm are bigger I am sure) and it is taking a toll on me. It is taking a toll mentally and physically. So we stayed up till about 4 this morning talking about how to change things and have come up with some pretty good ideas..

I want to thank you Rich for adding more fuel to my fire to improve!! God Bless you!

 

[MGReptiles]

Send it requiring a signature and get a reciept.
That would be proof of shipping.

It was indeed sent requiring a signature to avoid any "confusion". I am on the phone phone with paypal now as I cannot add the tracking number form my screen for some reason.. Ill update the copy and paste when I get it on there..

 

[Reptile Basics]

Happy to help!

Too bad, I thought I was on ignore all along? Fine, you are not lying. It does not take this long to fix simple problems. You could have been done months ago. Your "thunder" is constant complaints and if you have miles of heat tape lying around on your three packing tables (remember now, each table has two rolls) how come it takes weeks to prepare a box and put it in? I just use tape, it is pretty easy, really. If feeding on the bottom is where I am I think I will stay there. My thunder is the sound of silence. Happy customers don't make much noise. I actually should have started pointing out your constant little lies and stories a very long time ago. For the most part they are harmless to anyone. If someone chooses to buy in to your stories then good for you. Figured it was better I watch from a distance because I am also in the supply business.

It has become a bit much though, how many people lie about you? How many people alter emails to somehow make you look bad? How big is this conspiracy? How many times can you use the same tired excuses about emails being altered by the customer and lack of decent tracking info that coincidentally helps your position out? How hard is it to get a FedEx or UPS account? Does it take months? Years? Took me about 15 minutes. How hard is it to just answer a cutomers question directly without stories and threats or automatically going into a tirade? Is it that all of your customers are out to get you? Is it a large percentage? What is the percentage? How is it that you justify it now? What stories do you tell yourself these days? How long have you been getting tied up in your little stories? Most of your life now?? They become second nature, don't they? Has anyone else out there ever known someone like this before? I have.

I will ask again- How come you don't see these negative posts about me on a regular basis? Bean Farm? Big Apple?? LLL?? Are we all bottom feeders out to get you?? Is there some other explanation that I am missing?? Am I the only one who notices that you very seldom actually respond, you just redirect?? You like to use data that can't be backed up by anyone else. Very effective for awhile. Time for a new direction.

Too bad I am being ignored. Am I a Troll too? Do you fit that cute little description you posted pretty good or what??

Rich Goldzung
Reptile Basics Inc. Oh yeah-and my sister company RBIPlastics. Does your sister company have a name??

 

[Wilomn]

Hey rich, why are YOU harping so hard on Matt? You sure seem to have a woody for him.

IF he's no competition for you, why are you constantly stepping on his shoulders to get your head above water?

I'm pretty sure he owes you nothing, not an explanation, not an excuse, not even a comment, as you are NOT his partner, his ASSociate, nor a customer.

What's the deal?

Actually, don't bother answering, I'm sure it's just envy because even with the mishaps Matt has made, he's a better business man than you'll ever be.

I HIGHLY suspect that Matt will fine tune things, get his crap together, and we will hear nothing but praise for him and his business. Except of course from those like you who wish they could be as successful as Matt.

 

[kmurphy]

Rich, IMO it doesn't do you any good to get into a pissing match with Matt on this forum. There will be a point where it will not matter who's right or wrong both of you will become vendors to avoid. Just my 2 cents.

 

[Jim O]

Well it is nice to see that you have changed your opion and maybe you could think about what you said about me as well.It was after about ten messages that my attitude towards Matt changed.What did you say I was full of? Ken

Nope. I stand by my assessment of you. You cooked your own goose with your own words in the first post and thereafter. Sorry, but two wrongs on Matt's part don't make you right about your own behavior.

This does not change the fact that you had a legitimate gripe, as I have stated. Matt should have immediately offered a full refund of the contents of the unopened box (prior to that being in dispute which is an entirely separate issue and is now a he said/she said and I don't know who to believe) and shipping in both directions.

 

[jglass38]

Hey rich, why are YOU harping so hard on Matt? You sure seem to have a woody for him.

IF he's no competition for you, why are you constantly stepping on his shoulders to get your head above water?

I'm pretty sure he owes you nothing, not an explanation, not an excuse, not even a comment, as you are NOT his partner, his ASSociate, nor a customer.

What's the deal?

Actually, don't bother answering, I'm sure it's just envy because even with the mishaps Matt has made, he's a better business man than you'll ever be.

I HIGHLY suspect that Matt will fine tune things, get his crap together, and we will hear nothing but praise for him and his business. Except of course from those like you who wish they could be as successful as Matt.

Wait, wasn't it just last week I had the hard-on for Matt? Or is it Ken that has it? Or maybe its all the other people who have problems with his business practices. Or maybe (and this is going to blow your mind) YOU have the woody for Matt!

As usual Wes, every time you open your mouth (or type on that keyboard of yours), you say something stupid. You might want to see a doctor about that. Matt has had over a year to start "fine tuning" and "getting his crap together" and has failed miserably. Every time a customer complains, they get attacked. First by Matt and then by you and those that still smell the garbage juice and believe it to be roses. If you are basing Matt's success on the numbers he throws out, you are more out of touch with reality than I ever could have imagined. Rock on!

 

[sig1980]

Remember who limited the PayPal abilities

Matt,
I have refrained from this up to this point, but will address you personally this time. YOU were the one who escalated the dispute into a claim. If there is a problem using any of their services, it is because YOU filed a claim. I spoke with a PayPal representative before answering your post to PayPal stating you could not ship. I was told (and I have read on their website) that when I filed a dispute, it was between the customer and the seller only, it is not a communication with PayPal. They did nothing to your account, they did not prohibit you from shipping in any way. My last e-mail from PayPal stated that the seller has ended communication with the customer and escalated this dispute to a claim. Any posting on PayPal prior to that is to create a record of communication. Your last post to them read that "I am unable to ship this order using PayPal USPS shipping services as the customers as submitted a claim." and "The customer is very threatening with all sorts of legal action because of a backorder and has been offered a refund several times." (This time I intended to use the quotes because they are your exact words- including any the errors). You say you did not lie, but please explain and/or show us all where a refund was offered SEVERAL times, or hoe I have been VERY THREATENING. I attempted to keep this between just the two of us for as long as possible. I asked you to respond to the issue in my phone message- you did not. I told you my next step would be to file a DISPUTE with payPal- I did. Still, I addressed you with respect and told you repeatedly that all I wanted was what I paid for. Please reread my e-mails. I asked you to PLEASE cancel the probes if they are causing a delay and ship the flexwatt. I asked you to do the honorable thing and to give me a reason to believe in you. Even after I was contacted privately by people who did not have nice things to say about you, I kept it between us and again asked you to "PLEASE give me a reason to think otherwise...." and told you on more than one occasion "I will happily and expeditiously cancel the dispute filed through PayPal upon receipt of the items you have been paid for in full."
I honestly feel I bent over backwards to be polite and courteous. I see you failed to post the last e-mail I sent you prior to joining this post. I told you OTHER people called you thief. The worst comment I ever made about you personally up to that point was that I though you were being deceptive.
Now, in going through all of the communications- both private and through PayPal- please explain how you justify telling PayPal that I kept you from shipping by filing a claim, that I have been VERY THREATENING and that you made a good faith offer of "a refund several times."