MGREPTILES Trouble with shipment

[MGReptiles]

*heck

Thats all for me here, have a good one

 

[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.

 

[MGReptiles]

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.

One more, I am trying Wes but when your being crapped on allday long it gets hard. I am indeed taking steps to make the shipping better and faster, it will get fixed, no doubt. I know I have lost some business and thats fine as you cannot please everyone. I ship over 100 orders a day so if 2 people out of that 100 are mad then thats 2%. It just makes people feel good to get on here and be part of something, maybe it adds meaning to their lives. It doesn't bother me at all because I know I am trying to make it better wither you cats believe me or not.

To the slammers, I know you feel bigger behind your keyboards so have at it. I am glad I can make you feel better by trying to hurt someone else..

I think back at all the order I have shipped and the number of people that come to a board to talk overexaggrated smack, that again is about 2%... I will continue to work my butt off to make people happy but I am smart enough and experienced enough to know I will never be able to please everyone.. MGR will continue(sorry I know some of you dont want to see that ) God Bless!
Matt

 

[shrap]

I have never seen a business repeatedly attack their customers like this. Repeatedly. The business repeatedly has shipping delays, the customers rightfully wants an explanation and an idea of when their orders will ship. That is not asking too much, in fact that is the very least a customer is OWED.

But instead they get no communication, talked to like crap/verbally attacked when there is communication, a whole slew of excuses and blame placed on everyone but where it belongs. It is the same crap over and over. YOU ARE AT FAULT MATT, NOT YOUR CUSTOMERS. YOU ARE IN THE WRONG MATT, NOT YOUR CUSTOMERS.

I personally will not do business with you and will recommend to anyone that asks to steer clear of you as well. There are way too many LEGITIMATE businesses out there that understand how important each and every customer is and each and every order they place is. Your ACTIONS have repeatedly proven you dont realize how important each and every one of them are.

I removed my vote for you as a good guy on your Fauna Good Guy certificate long ago. Just didnt vote at all one way or the other, but after everything I have seen from you in the last few months I have added my vote back tonight.... as a Bad Guy.

It really bothers me to say what I have had said here in this thread and to be forced to vote Bad Guy on you Matt. I dont like doing it in the slightest, but I can not in good conscience endorse your business or the way it has been ran over the last several months.

 

[SteveHiss]

Matt, the reason Shawn was so perturbed is because you were not communicating with him in a professional, yes, professional, manner. I would like you to take a minute and read the following quotes from your messages to Shawn.

Do you really think emailing this type of professionalism will you in any way? You will be getting a refund if you are entitled to one.

I can ship your order today or refund your order minus 25% restocking fee since the flexwatt is already cut, boxed and ready for a tag.

They are downright rude Matt. You should be kissing Shawn's ass, he is a customer that sent you his money for a product that he had been waiting on, at the time of those email exchanges, for 19 days. 19 days and very little communication from you. A product he could buy from a dozen or more other sellers, I might add.

The proper way to address an issue such as this is to say something like:

Shawn,

I am so sorry for the mix up. I am refunding your money for the probe set and your order is shipping out Priority Mail this afternoon. I will pay the difference in shipping charges for my mistake. Sorry for the inconvenience and please let me know when your flexwatt arrives, and that you are satisfied with it.

Just my opinion. I think you are most likely an OK guy that is a bit temperamental when confronted with problems. My advice is to learn to suck it up sometimes and treat the customer with respect, even when that may be the last thing you want to do. Good luck man.

 

[shrap]

To the slammers, I know you feel bigger behind your keyboards so have at it. I am glad I can make you feel better by trying to hurt someone else..

No Matt, it dont give me pleasure, it aint about trying to hurt you or make myself feel the slightest bit bigger by saying what I have to say behind my keyboard. I would straight up say it to your face. I am just being truthful Matt.

I am saying how I honestly feel based on my personal transactions with you, two of my personal friends transactions with you and many of the transaction brought up here on the BOI and how YOU personally have acted in them.

So if you want to call me a jerk for being honest with you, for telling you how I honestly feel even though it gives me no pleasure in doing so, then by all means go right ahead. I aint trying to be malicious Matt, but I also aint going to lie to you about my feelings. I aint going to lie about what I feel are some serious issues with your business.

Again Matt, if you honestly think I am getting ANY pleasure out of this or have any malicious intent you are very mistaken. This aint easy for me Matt. We have BSed for across many forums and through email for a couple years now. Personally I have always liked you and enjoyed shooting the breeze with you. No Matt, this aint easy for me at all.

 

[Mike Greathouse]

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.

 

[Reptile Basics]

Looks like I have some more questions..

Here we are again. Now some will look at my posts in this thread (2 now) as somewhat self serving. I guess in a round about sort of way they are. Those that know me personally will know I could care less about what is going on here helping me out. It may but not too much and certainly not worth the time it took. I look at this as a "public service" as I have some insight into this that many here do not. Read on and you may be served. But first a sincere question......

First, the religion card that gets played. Something has bugged me for about a year now, something I still can not quite get my head wrapped around. Matt, I am guessing you are some derivative of Baptist in your alignment? If so that is great, know many very nice, honest people in about every religious derivation and respect them highly. It would seem to me that since you do put religion into the public eye on your website, out of respect as you say, that it does make it fair to ask what is going on when you stray from the path. Now it has been a few years for me in an "organized" religious setting but I do believe that under most interpretations, especially more enthusiastic denominations prevalent here in the south, graven images are witout a doubt a BIG no no. Has anyone else noticed Mg's logo/avatar? How does that work? Seems like an image of Satan has crept into the business? That is how he gets into our lives you know, through ordinary, everyday appearance where we least expect it. Is it not? See, if I had that logo there really wouldn't be much to ask. Just a somewhat amusing interpretation of a dragon.

Now for the business. Watching these threads I see at least two underlying issues here that can not be avoided. One is obvious and right out in the open. The other is not. First: Lies. Some are white and some are not so white. Most are used as a defense mechanism to protect the honor and integrity of the business. For example. I have seen it in a thread atleast once where you have stated that when you carried Helix thermostats you had to return 3-10 units a week. Lets analyze that. I have been selling Helix for a bit now so I think I have some relevant data. So far in 2006 I have purchased and sold over 300 units. We will round down for purposes of this discussion. That is about 6 a week. Now, if you were to call Helix and ask I would guess I am in the top three resellers. It is likely higher than that but once again, lets play it safe. Using you claim then every one of those would have been defective and gone back. In 2006 I have had 2 confirmed defective and I have 2 coming back out of this last batch that have a probe cord issue. That is about 1.5% or so failure rate. That means your sales would have to have been WELL over 300 units per week. Does that sound about right?? You also sell 100 Rancos a week, or was it a month? Looks like I will go through about 450 this year. Now, I know in two years you have grown to be the biggest name in the business but wow, I must be doing something wrong???? At an average of 100 orders a week (Mg's figure) and an average profit of say $15 an order that gives him $1500/week profit. Still no employee? Unemployment in WV must STILL be very, very low??

Now for the common issue involved in almost all of these threads and complaints. Heat tape. Has anyone else noticed this? If not, let me help. See the problem is that MG is not and can not get his heat tape directly from the manufacturer anymore. That has been the case since mid 2005. The reasons may come out at some point but that is between him and Calorique at this time. What is going to come out now is the communications I had with MG in mid 2005 regarding this. Those avid followers here will remember the sick grandmother in a thread regarding heat tape slowness at the time and the very nicely composed post in this thread by Robin Abernathy much earlier. Oh yeah, he was in Daytona at the show during that time as well trying to buy out the heat tape I brought with me (400-500 ft of both sizes) with a travelers check on Saturday morning. Good thinking. Gonna have to look back to see if that coincides with the sick grandmother but it was oretty close. Anyhow, think back.

Rich,
OK can you send me an invoice for 200 foot of 3" and 50' of 11"? I really really hate dealing with Calorique, most of the time I get someone I cannot understand or Kathy is rude, much rather buy from a herper Thanks,
-Matt

Reptile Basics Inc <[email protected]> wrote:
Matt
I am happy to sell heat tape to anyone who wants to buy it .
Yes, I have 200' of the 3 inch in stock and can ship in the morning. I ship ups ground insured. If you want to go with 200'+ on the 3" I can sell it to you at $1.95/ft plus shipping and the same quantity on the 11" I can do $2.97/ft. plus shipping. I have plenty of both sizes so let me know if I can help you out.
Thanks
Rich

www.reptilebasics.com

Unless special arrangements are made, an animal IS NOT considered sold until money has been received.

Our Live Arrival Guarantee
Live arrival is guaranteed unless temperatures at any stops on route to the destination are below 40 degrees or above 90 degrees. Airfreight shipments should be inspected at the time of pickup. Reptile Basics Inc. is not responsible for carrier delays or mistakes. Any claims should be filed with the carrier at the time of pickup. Air freight must be picked up within three hours of arrival. On UPS overnight shipments the package MUST be signed for on the first delivery attempt or live arrival guarantee is voided, NO EXCEPTIONS. DOA's must be reported within 24 hours for return to Reptile Basics for possible credit/replacement. Return of DOA animals may be required prior to a decision on credit or replacement.
----- Original Message -----
From: [email protected]
To: [email protected]
Sent: Monday, July 18, 2005 6:43 PM
Subject: Flexwatt


Hello,
I am interested in ordering some flexwatt from you. I have a few questions first.. Do you have 200' of the 3" in stock? Also how do you ship? Woudl you be interested in being my supplier for the flexwatt? I may be interested in the 11" as well depending on what you can do price wise. So if you can shoot me some wholesale prices on the 3 and 11" hopefully we can work something out. Thanks and God Bless,
-Matt


Thank you for considering MG Reptiles for your reptile needs. Your
business is truly appricated! Please feel free to call Matt @
304-836-5147. Thank you and God Bless,
-MG


Thank you for considering MG Reptiles for your reptile needs. Your
business is truly appricated! Please feel free to call Matt @
304-836-5147. Thank you and God Bless,
-MG


That is one of several emails back and forth, it actually includes about three in the exchange. For the record, Kathy has never been rude to me and is always very easy to understand. Now I am guessing that he is reselling tape bought from a middleman. There actually is nothing at all wrong with that, most everything we buy for any application in our lives goes through at least one set of hands between manufacturer and end consumer. Keeps us all employed, including me. Problem is the chronic and blatant lies and deception used to attempt to throw the blame on the purchaser again and again. I would encourage you all to review the threads. Most complaints come in when there is a decent footage of tape involved. Bonks and this latest one... The delay is blamed on everything but the kitchen sink (clips, probes, aquariums.....) but there is almost always heat tape involved. Robins case is a good one. The aquarium did it! Not the fact he had no heat tape and was trying (successfully at the time) to buy it from me and I am sure elsewhere. Had to stall long enough to get it in. The lies would appear to be chronic and pervasive throughout MG's dealing on the BOI. They have been for some time now and I have watched more than a few go down in front of him when I STRONGLY suspected foul playand BS. Many of the questionable statements (100 orders a week, etc) are harmless and really do not ultimately mean a thing. Free advertisement on the BOI of what a hero he is, but they along with the bashing of customers who dare to want to know where their heat tape is has gone far enough. PLEASE WAKE UP!

Rich Goldzung
Reptile Basics Inc

 

[Cat_72]

While I can't argue with anything else you have said, Rich......I think it's a bit silly to be calling the critter in Matt's avatar Satan.....it's a dragon, plain and simple as far as I can see.

That said.....I have tried to keep my faith in Matt for as long as I can, but I have found myself no longer referring people to him, and have held off ordering from him myself. I keep figuring that this will get sorted out and things will get back to normal, because I just can't see Matt going down like this....it really saddens me.

Matt, you know you're supposed to be one of the "good guys".....I truly hope you get things sorted out and back on track, somehow.

 

[Reptile Basics]

Hmmm.....

So the horns on the head are normal decor for dragons? Ok then.
Rich Goldzung
Reptile Basics Inc

 

[Cat_72]

Google an image search for dragons....most of them have horns or pointy something on their heads, lol.

 

[Reptile Basics]

Interesting

Alright then I guess I am corrected. It was an honest question. Would seem to me like that would be one to avoid though.
Rich Goldzung

 

[ravensgait]

Matt I have to agree with Cathy
""That said.....I have tried to keep my faith in Matt for as long as I can, but I have found myself no longer referring people to him, and have held off ordering from him myself. I keep figuring that this will get sorted out and things will get back to normal, because I just can't see Matt going down like this....it really saddens me.

Matt, you know you're supposed to be one of the "good guys".....I truly hope you get things sorted out and back on track, somehow.""

Matt if you do right by your customers you don't have to worry about your reputation!!! Randy

 

[Jim O]

So Jim why am I heading towards a bad guy? Is it because I will not be pushed around and kicked in the nutts then smile and ask for another??

No Matt, it's because of repeated delays without explanation and the way you speak to those who complain.

In this case, the probes were cancelled on 12/1 and the rest of the order should have been good to go by then. The customer patiently waited another week (until 12/8) and still did not have them. In fact they had not even been shipped. It was then that he got angry. By then he had every right to be upset. He had been waiting a long time for 50 feet of flexwatt and 10 sets of connectors. They finally shipped on 12/11. That's too long after the 12/1 communication.

I agree that the business appears to have outgrown its current operation. And 98+% satisfaction is a good rate. But it's how you handle the other 2% that define a lot of how people see you. And that's why I see you as being on the slippery slope.

 

[bonks]

First I want to thank Rich for coming forward and shedding some light on the situation.Since Matts latest attacks on me ,I have been trying to figure the best possible route and decided that bothering people with my problems was not the solution.At first when I contacted him about the refund and got nowhere,I became a little aggravated,like others have pointed out he should have apologized and rectified the problem,but that was not the case,and on top of that his altering some of our correspondaces plus saying that I sabotaged the box have gone way too far.Others also were very critical of me but it seems the two in particular have changed their tune and are now criticising Matt s business methods.I have no interest in how much business he claims to do, but again he has a problem with the supplier,the merchandise ,when does it stop and he admits the truth.As you know he has accused me of stealing some clips ,plus damaging the plates on the thermostats and Wes said that I would then just file a insurance claim,well enough is enough. I have thought about it all week end and if Matt does not correct the situation and come clean I will take another route,and fortunately for me I have nothing to hide.I will again apologise to the members for being aggressive with Matt and taunting him on his Religious beliefs but I feel he has indeed strayed from the path.Think of the saying I am okay it is everyone else that has a problem.I think that about sums it up. Ken

 

[bonks]

No Matt, it's because of repeated delays without explanation and the way you speak to those who complain.

In this case, the probes were cancelled on 12/1 and the rest of the order should have been good to go by then. The customer patiently waited another week (until 12/8) and still did not have them. In fact they had not even been shipped. It was then that he got angry. By then he had every right to be upset. He had been waiting a long time for 50 feet of flexwatt and 10 sets of connectors. They finally shipped on 12/11. That's too long after the 12/1 communication.

I agree that the business appears to have outgrown its current operation. And 98+% satisfaction is a good rate. But it's how you handle the other 2% that define a lot of how people see you. And that's why I see you as being on the slippery slope.

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

 

[bonks]

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

 

[Cat_72]

Gloating doesn't help your case any, Ken.

 

[bonks]

I am not gloating just stating a fact, and you must admit they were pretty rough on me.
Ken

 

[rabernet]

I am not gloating just stating a fact, and you must admit they were pretty rough on me.
Ken

Ken, you may not intend for it to be gloating, but it reads that way. Best advice, just sit back, and let this un-fold as it will.