mgreptiles

[Griz]

Changing my quote shame on ya Bob. Randy

I knew it was a Fruedian slip....

Griz

 

[ravensgait]

LMAO ...Randy

 

[floridaboy85]

I have had a similar experience recently as well. Granted there was an error on my side but it was corrected promptly on my part. While I am not satisfied this time I hope to be next time. See I can't find anywhere else that connects the flex watt(I honestly haven't looked too hard, Know anywhere else?) and I don't want to pay for the tool to use it a few times. Here is my story.

I ordered a small order of flex watt on September 7th. To be specific it was 4 pieces in total all 11" , 2 each 1' long and 2 each 2' long all to be connected(plug and play). I get the automated responce the next day as well as a responce from Matt to clarify that he understood my order to make sure it is right. On September 14, I get an e-mail from Matt telling me that my package was about to ship but he(his shipping clerk) found a mistake on my order before it went out. I had accidentally ordered full connection sets but not the plug and play which was maybe three bucks more. So I email him back and ask for a bill so I can pay and get it out. I get the payment request on the 17th of September and pay it on the 19th of September. So I should be good to go.
Well a couple weeks go by and nothing so i email him to get an update. On October 5th Matt replies that the order shipped sometime ago and I should have it by now(I agree). He says If it doesn't arrive in a couple days he will resend it. So I receive the package on the 11th of October,and open in a few days later as I was busy, low and behold there is the flexwatt rolled up, cords banded togeather and a bag of insulators and clips, not a single unit connected. So I email Matt to let him know and that I am being understanding due to MY mistake in the beginning, what should I do. I get a email from Matt on October 17th telling me to send it back and he will connect them. That was a Tuesday, and i got to the post office and sent it back that Friday the 20th of October. I hear nothing till November 3rd, when I get a PayPal shipping confirmation(the only one i got). So Monday, November 6th, Noon I open my door and there is my order.

This time it is correct, but in order to get my flexwatt I had to wait a total of 2 months and pay for shipping twice. Now I realize shipping three times took a few days here and there but what about the rest of the time. Note Matt never contacted me to inform me of any delays or anything. The only time he contacted me was to inform me of the mistake on the order or to reply to inquiries as to why i didn't have my product. I've dealt with Matt in the past and probably will in the future, I just hope my next orders will be smoother.

 

[crotalusadamanteus]

OK Matt. I know you appologized, and all, but this does seem like it's becoming commonplace with you.
I understand you are a busy person, but you also have a business to run. If you don't have time to do what Sammy advised, perhaps something that wouldn't take as long would work also. Like just emailing people to let them know that it's going to be late. I beleive you know when your orders are due to ship??? A courtesy email to let them know would prevent this stuff.

I only mention this because I also had to email you to ask about my order of Rancos sometime back, and got a similar answer to the one offered here. Than I read the OTHER thread about a si,ilar incodent, and now this one. Seems a whole lot of embarrassment could be avoided by a simple 3 line email.

Anyway, just some advice
Rick

 

[crotalusadamanteus]

si,ilar = similar

 

[MGReptiles]

I dont disagree with any of the new posts. I do need help here but cannot get it. I have posted in the newspapers and on kingsnake for a shipping clerk(which I am getting ready to do again). I am asking you the customer what I can do to make it better. I honestly want your suggestion as to what you would like to see.. Also if yo know of any software that sends automatic emails that would be great as well. I have tried several shareware trial versions of different software and it was just the basics. Give suggestions other than ship faster etc etc. I have thought on impelmenting a quarter a day program that pays the customer 25 cents for everyday the order hasent shipped beyond the alloted time period, sound good? The fact of the matter is I have a growing business and 2 new ones in the works that needs to be stremlined and your guys input would be great. Also if you know of any

 

[MGReptiles]

crap..lol.. If you know of anyone in my area(25154) that needs a job and isint afraid of reptiles give me a call or email. I am also sinking 5-8 thousand into stock to keep everything flowing smothly.. God Bless
-Matt

 

[lvl0rg4n]

Kudos to you for trying to make this better.
Morgan Cazee

 

[crotalusadamanteus]

If you want to lose a quarter a day, I am sure you will have some takers.

As for me, an email from you, BEFORE I had to inquire, would have been just fine. Most people are understanding of things that occure to delay orders. But by the time they are ready to inquire to you about it, apprehension has already begun to play a role.

Perhaps the help you seek will work out for you. Good luck there.

Rick

 

[MGReptiles]

Wel I try that for now then. I had a gentleman working here and he was scared of snakes.. NOw at the interview he wasent but when it came time to help in the snake room he didnt show up the next day..lol..

 

[floridaboy85]

Matt,

Thanks for coming on here and addressing these concerns. I think it is awesome that you aren't trying to hide from this and are addressing it in a professional manner. I have always found you to be honest with me and responsible for your business, however I think there is something lacking in communication. Like Rick said it would be nice to be updated without asking. All of my orders have taken at least 12 days to ship and other than the first order I had to inquire before I found out of any delay. I'm a pretty patient person(especially when I know someone is busy) and all it takes is an email to let me know that your backed up, out of the office on business or something. I see you advertise a good bit to get new customers (duh thats what you do when your in business), but I think you have to concider the repeat customers (the ones you don't have to spend advertising on) and keep them happy. Like i said before I will do more business with you as I enjoy your products and your services but if there was another company offering the same thing i would have to try them out. Good luck finding help and email programs, I would offer help but I'm not local and don't know jack about computers. Have a good one.

PS. Matt do you know why the paypal shipping notices only go out sometimes?? (out of 5 attempted shippings i only received 2 notices)

 

[monkeywrench133]

Matt, Contact these folks http://www.glendaledesigns.com/ They're friends of mine who specialize in e-commerce website design. I'm pretty sure they could help you set up a virtual inventory and order processing system, so that when someone order something out of stock, the system would automatically inform them. They don't work cheap, but it might be worth the money to have that sophisticated a system, as opposed to dropping money on actual inventory.

 

[MGReptiles]

Matt,

Thanks for coming on here and addressing these concerns. I think it is awesome that you aren't trying to hide from this and are addressing it in a professional manner. I have always found you to be honest with me and responsible for your business, however I think there is something lacking in communication. Like Rick said it would be nice to be updated without asking. All of my orders have taken at least 12 days to ship and other than the first order I had to inquire before I found out of any delay. I'm a pretty patient person(especially when I know someone is busy) and all it takes is an email to let me know that your backed up, out of the office on business or something. I see you advertise a good bit to get new customers (duh thats what you do when your in business), but I think you have to concider the repeat customers (the ones you don't have to spend advertising on) and keep them happy. Like i said before I will do more business with you as I enjoy your products and your services but if there was another company offering the same thing i would have to try them out. Good luck finding help and email programs, I would offer help but I'm not local and don't know jack about computers. Have a good one.

PS. Matt do you know why the paypal shipping notices only go out sometimes?? (out of 5 attempted shippings i only received 2 notices)

Thanks for your comments Andrew.. I agree more emails need to be sent out on my part. Looks like Ill have to start bringing work home with me

Erin: I beleive you have ordered more times than anyone, thak you fot that. I will shoot them an email and see what type of pricing they offer.

I have looked into quick books with thr barcode scanner but it dosent seem to offer exactly what I am looking for. Man I need more puter skills..lol

 

[MGReptiles]

Andrew: on the paypal notices, I dont have a clue why everyone dosent get them. I dont even get them some of the time to let me know I have an incoming order. blocked box and see if there is anything with the *.*@paypal.com

 

[knobs]

I have ordered from Matt before and was very pleased with the whole process. I will continue to be a customer of his.

 

[PythonGuy]

I've ordered several thermostats from Matt and have had absolutely no problems with him. I was recently feeling adventurous and decided to get an unwired thermostat with some flexwatt from a place other than Mgreptiles. No problem with the flexwatt, but the diagram I was sent with the thermostat really confused me. I emailed Matt and he ignored the fact that I didn't purchase from him and gave me directions anyway. Took me about 15 minutes and the directions were top notch. Very helpful guy, in my opinion, we could use more like him in the business.

Just my 2 cents

 

[PythonGuy]

Also would like to mention that the last thermostat I got from him, I jerked him around a bit with the decision of whether or not I wanted a power strip. Very courteous about it and gave me the time and info I needed. Got my order right on time and with great customer service.

 

[winterblizzard]

I have personally ordered from Matt a few times and itend to again soon. He's very responsive and provides excellent customer service. Twice I've given him cage specs for something I'm thinking about building and he's given me a complete list of options and recomendations for heating my enclosures. He's even referred me to another company for a product he doesn't supply (radiant heat panels), but he kept me from buying an inferior quality product elsewhere (thanks again for that one Matt). After I recieved my flexwatt and thermostats from him he corresponded with me via email for weeks trying to coach me through getting the settings right and wiring done for my rack system. I personally have never had to wait on an oder from him, but if I did i'd be ok with that. I like supporting someone who is willing to take the extra time.

 

[connorrm]

Once again as with all threads on the BOI regarding Matt I have to throw in my two cents. I have done business with him several times and he is great. I am sure people can find their products elsewhere I just like working with Matt and throw him any business I can!

 

[VanZwedenReptiles]

I've dealt with Matt allot in the past and he did bash me over alittle problem that took place while i was in the hospital.It turned into him my X wife and my Sister and it could have all been avoided ,ah well what can you do its in the past and i never look back.To bad it wasn't just Me and Matt I think i would still be doing business with him.I don't care what was said about my X but family is family and that was my Sister he posted her addy and i heard all about it from a Hospital Bed.Like I said thats in the past God Bless and have a good Day

Greg VanZweden