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Need suggestions......

First off let me add a few thing to this since this is about me. I have been shipping reptile the same way for along time and have never had any problems heck I have even shiped animals to you Neil "JACKSONS". These are not the animals I purchased from James they come from a local breeder-dealer. We are not bad people and have never had any problems like this before usually we are on the short end of the stick.  
Christy we have been more than willing to work with you until you started to cop the little attitude with us. We have had our shipping terms posted up for along time now!! I dont hide them heck I even have a link to my website posted on every e-mail. I shipped three other frilleds to New York the same day without any problems. The total cost for that animals was $125, I sent back $112.50. The animals got there alive did he not? I would like to get everyones opinions now that i have posted this. I seen other people have the same problems like this and heck shipping refuds are not that usual. I wish I would have looked here sooner. Then I could have got my side of this story on here before all of the your a jerk posts. As I said this is the first problem we have ever had point blank. All of the animals I send out are perectly healthy I have no clue of what went wrong.

Brad Cooper
Tropical Creations Herp
 
In over 20 years in the reptile business H.I.S.S. has had only one D.O.A. It was an $300 leopard gecko which was shipped to a lady in Florida via Airborne Express. Airborne just left the package on her front porch in the direct sunlight even though it was a "signature required" shipment and the poor little gecko died.

We replaced the gecko asap and covered the shipping as well without a second thought. It just seemed like the proper thing to do. I was much more sad and upset feeling that I had hatched this animal out, raised it and then sent it to its death than I was upset about replacing it and paying the shipping charges!

I realize that in this case the frilled was not DOA but nonetheless was in poor shape when it arrived and died soon thereafter. I don't feel that a measly $25-$30 is worth all this mess and it's certainly not worth loosing what could be a repeat customer over that!

Brad, just because you believe that "shipping refuds are not that usual" doesn't mean you can't take the high road and do what is right. Take a step back from the situation for a minute and try and understand how your customer feels!

Christy, I agree with you that next time you decide to purchase a frilled you should buy it from a breeder that actually produced the animal. Best of luck!
 
</span><table border="0" align="center" width="95%" cellpadding="3" cellspacing="1"><tr><td>Quote </td></tr><tr><td id="QUOTE">The animals got there alive did he not?</td></tr></table><span id='postcolor'>
Just because it arrives alive means absolutely nothing if the animal is on death's door.

Maybe it's just me, but I prefer my animals to arrive alive and be outwardly healthy. Call it a quirk, but I believe my customers like to receive healthy animals as well. I firmly believe that a customer should not be liable for any part of a dead or dying animal. They, in good faith, ordered a live, healthy animal. Anything less is simply unaccepatable.
 
What is wrong with refunding the shipping(which according to you is only $12.50)?  
You sent an animal that was in poor health as well in substandard packaging.  How should your customer be responsible for you sending her crap?  For the first place, you should not have shipped the dragon if you had ANY doubts it was doing fine.  And wouldn't YOU have an attitude if you paid good money for a Frilled dragon that showed up to you barely alive and died in less than 24 hours and the seller wouldn't refund the cost of shipping a barely alive animal?  I bet my bottom dollar that if YOU had received any of the dragons like that from your supplier you would be raising cane now wouldn't you?  You would be beating him/her up to refund/replace the animal(s) at THEIR expense.  
And yes, I guess us here are just a bunch of jerks.  But we're not the ones giving 100% Live Arrival and 100% Healthy guarantees(says it in your ad Brad) and then backing out on the 100% part.
 
Kelli,
Boy, did you just make me feel good--20 years, only one DOA!  I havent had any yet and I'm knocking on wood everyday!
LOL

I also agree with what Kelli said, it's worth the shipping charges just to save face here.  For Christy, I think it is a matter of principle--she's upset about the shape of the frilly when it arrived, and should get a full refund, just to keep her happy.  If she was just returning the animal, the refund minus shipping charges would be more in line.  I think that she was especially upset (and everyone here was a little taken aback) to think that the frilly she got was one that Brad publically expressed having problems with.  I would be irate too thinking that I was sent a known sick animal.  But, it appears as though he's cleared that up and that was not the case.  It was one of the other ones from a different breeder that was doing fine.

But again, what is the policy on DOAs?  Do you offer a full refund for DOAs?  If so, you should definitely do the refund.  If you state that you do not refund shipping on DOAs (just the animals), then I guess you are covered.  I think there are a few other companies that do the same, so you can just leave it at that.  I personally think that DOAs (or any health issue or misrepresentation) deserves a full refund.  But that is me.

And Christy, James' frilleds are absolutely gorgeous.  I've gotten a bunch from him this year, to raise and sell with the ones I bred, and I've been tickled pink by them.  They have always been hardy and gorgeous--nice light coloration with orange in the frill.  And his prices cant be beat. His breeders are spectacular as well.

Good luck to everyone here.
Dana
 
Brad,

You say you're upset by all of the "your a jerk" posts.  I can understand that.  But, looking back on it now, was that $12.50 worth it you?

Being realistic, if you sent an animal that was that bad off when it arrived, saying that it was still breathing at that moment of arrival is precious little comfort to Christy.  Obviously, the animal was in bad shape when it arrived.  Should you have noticed something before it was shipped?  Who knows, but you certainly should have been stand up about the situation once it was brought to your attention.

Maybe it's time to re-examine your refund policies.  Whatever you decide to do, I think that $12.50 is a pretty expensive lesson.  Just hope you're willing to learn it.

<img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/confused.gif" border="0" valign="absmiddle" alt='???'>
 
Brad and Wendy,
Hmm, who got an attitude first? As soon as I told you the frilled arrived barely alive, you guys started getting an attitude. I tried to be fair, I even kept from giving your name until you refused several times to refund shipping. I even gave you another chance to take care of this before giving the BOI your name, I told you that everyone said that you OWE ME SHIPPING IN FULL! But instead, here is the e-mail you sent me:


Subj: Re: About the shipping  
Date: 10/23/02 9:58:44 PM Pacific Daylight Time
From: [email protected]
To: [email protected]
Sent from the Internet (Details)
Okay we are going to send a refund in the amount of $112.50 tomorrow. This is a lose, lose situation for both parties!!!!!!! Rather then take 100% shipping costs we only removed 40%. Sorry this did not work out. We are not bad people to deal with I swear . We have sent out well over 1000 boxes of reptiles since we started and have never had a problem so please dont criticize our shipping as that is not the problem.
Brad and Wendy Cooper
Tropical Creations Herp


...So, you feel that because your losing, I should lose to? Your "policies" were NOT ON YOUR AD! Yes, it was on your site, but before that time, I had never been to your site. Don't you think that you should have at least posted in your for sale ad to check your site for policies? Your ad said 100% healthy and live arrival guarantee, that is why I sent you a money order, I trusted the words in your post. Also, you stated that the frill was 100% healthy and that "the shipping is not the problem" then what was the problem??  Here is the e-mail you sent me that basicly said that since it arrived barely alive, it was considered live arrival.....

Subj: Re: About the shipping  
Date: 10/23/02 6:52:14 AM Pacific Daylight Time
From: [email protected]
To: [email protected]
Sent from the Internet (Details)
Christy first of all we do guarantee live healthy animals which hewas when he left here. I dont know what happened and the heat pack had nothing to do with the oxygen that is a reptile heat pack made for shipping so it dont use up that much oxygen we have been shipping the exact same way for 6 years and never had anything die. I will send you the 100 back because it says 100% guarantee live delivery and it was alive when it arrived policy is policy . Like I said my daughter is on her way to surgery right now but I will make sure someone gets it in the mail for you today. Sorry about all of this Thanks Wendy

Well, how do I know the animal was healthy before he left your place?? Quite a few people that seen the little guy said there was no way he was healthy when he left you. Not only was his hip points and backbone visible, but his tail bone as well. You think "they are not that active to begin with" and the bone visible in those areas are common? I have talked to quite a few "frilly people" and while it is somewhat common to see the hip points, it is NOT common for bone to be visible in those other areas. Need an example of a healthy frill?? Check out the Frilled Dragon that Neil has posted on kingsnake. No bones sticking out there! I tried to be fair with you guys and some even believe that I was too darn fair with you, but you still treated me like crap. If I don't have the $125 by Tuesday, I WILL be filing for fraud. I can't believe anything you say at this point, so who knows if you even sent out a refund. If you do in fact send me my money back, I will post and let everyone know. I didn't want it to have to come to this, but you treated me unfairly when I tried to be fair with you.

Christy Grayson
 
Well I did not save any of the e-mail but I guess that doesnt matter does it. I guess I have seen the error of my ways! As I said before I am new to this refund thing and have never had to to do it. I usually send out an average of 2-3 packages a week and dont have a problem. I will refund the remainder of the shipping costs today. We are not bad people and have worked hard to keep our names off of here <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/biggrin.gif" border="0" valign="absmiddle" alt=':D'>. I have always been willing to listen to any point of view anyone gives me. Christy I do apologize. As I said we new to this problem. I will take care of it today. We all make mistakes. I guess it took me 6-7 years to do so.

Brad C

Tropical Creations Herp
 
Yes, we do all make mistakes, and like I said before, if you do send the refund I will let everyone know that you did so. I have never recieved a D.O.A or an animal near deaths door so this is a first for me to. I didn't get an attitude with you until you started treating me unfairly. I love animals and to see one arrive in bad shape and having to see him die was very upsetting! I didn't want to post your name on here, but that's what it came down to.

Christy Grayson
 
Christy I have never made a threat to anyone. I am just not like that. Also if I say I am going to send other portion of refund I will. I have never gone against my word. This is an unfortunate situation for both of us. I do value my business and what my customers/freinds think of us. I dont think any BAD GUY would make this right? I am not one of those and dont plan on it.

Brad Cooper

Tropical Creations Herp
 
Just to update everyone on this situation, yesterday, I recieved $112.50 from Wendy and they said the remainder is on the way. This was a bad situation, nobody wants to recieve an animal near death, but they are taking care of the problem. I will let everyone know when the remainder of the money arrives.

Christy Grayson
 
Yesterday I received the remainder of my money from the Coopers. So now this is all over, thankfully! Thanks to everyone that added their opinions and suggestions, without your help, I doubt that I would have gotten the money back for shipping. I would also like to thank James for the beautiful baby frilled dragon that I received yesterday, he is beautiful and healthy and already devouring crickets!

Christy Grayson
 
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