Inquiry Repti-Racks

[jtmoney528]

Name: Justin Thomas
Company in question: Repti-Racks

I really wanted to just see if anyone else has had issues with wait/lead times with Repti-Racks. I know they cover this on their website saying that what they give is an approximate but 3 times longer than the approximate wait time is just not acceptable.

I was told 3-4 weeks when I bought 6 23 1/2 x 23 1/2 x 12 enclosures from them. It has now been about 11 weeks and they still have not even been shipped to me. I am a pretty patient person but this threw my entire breeding season off as I planned to put 6 pairs of geckos together this season but now will have to wait till next season.

If I am being unresonable with this please remove this post as I just wanted to see if anyone else had any issues. Also please note I have not asked for anything and am not here to bash Repti-Racks, just being curious. I understand that they lost an employee through this transaction but taking three times as long to send the tanks out just does not seem right.

Here are some email logs:

Your order is being started as we speak.You will start seeing them go out with UPS tracking e-mails
Thanks


From: Justin Thomas <[email protected]>
To: [email protected]
Sent: Mon, July 18, 2011 2:04:56 PM
Subject: RE: Repti Racks: 17" x 17" x 23" Arboreal

Any idea on these yet its been 10 now.

-Justin-

Date: Tue, 5 Jul 2011 10:21:31 -0700
From: [email protected]
Subject: Re: Repti Racks: 17" x 17" x 23" Arboreal
To: [email protected]

Yes we approximated it as we only can dur site states leadtimes are not set in stone as their is no way to predict future dates when everything is built in order received and also dealing with several manufactures who too can delay us in between these weeks.At time of order we had another worker helping and things were going out a lot faster in turn the lead time estimated and now its just 1 person doing everything so some orders have been delayed in the process.Your order is in with our manufacture being cut in their order received also.Im expecting it in end of this week and we start on it for you.


From: Justin Thomas <[email protected]>
To: [email protected]
Sent: Tue, July 5, 2011 12:13:33 PM
Subject: RE: Repti Racks: 17" x 17" x 23" Arboreal

Not getting angry or anything but I was told 4 weeks and it has been 8 weeks and by the time I get them will be 9-10 weeks. I was planning on getting those tanks to put 6 pairs of leachianus together this season and now I have to wait until next year to do this now, which I am losing quite a bit of money in selling their hatchlings.

-Justin-

Date: Mon, 27 Jun 2011 08:35:42 -0700
From: [email protected]
Subject: Re: Repti Racks: 17" x 17" x 23" Arboreal
To: [email protected]

Getting close just a few more orders to fill ahead of you and we should be starting next week for you.
Thanks


From: "[email protected]" <[email protected]>
To: Repti - Racks <[email protected]>
Sent: Sat, June 25, 2011 5:27:56 PM
Subject: Re: Repti Racks: 17" x 17" x 23" Arboreal

Any update?

Sent from my Thunderbolt

----- Reply message -----
From: "Repti - Racks" <[email protected]>
To: "Justin Thomas" <[email protected]>
Subject: Repti Racks: 17" x 17" x 23" Arboreal
Date: Mon, Jun 13, 2011 11:44 am


Were working on a few orders ahead of you and once completed your in the next bunch to be completed. I believe your #4 in that order.Were a little set back as were only down to one worker ME. Our guy left us recently that has been helping get tons out per week.
Thanks

From: Justin Thomas <[email protected]>
To: [email protected]
Sent: Mon, June 13, 2011 6:39:43 AM
Subject: RE: Repti Racks: 17" x 17" x 23" Arboreal

Do you know when these will be shipped out?

Thanks,

-Justin-



Date: Mon, 16 May 2011 17:11:51 -0700
From: [email protected]
Subject: Re: Repti Racks: 17" x 17" x 23" Arboreal
To: [email protected]

I'm assuming in June you meant for the 3rd-10th no problem will make sure they dont arrive between those dates. We have several orders that are being started tomorrow ahead of you and in the next group of orders after that are several orders ahead of you than comes your order. at this point its hard to tell but approx 3-4wks.


From: "[email protected]" <[email protected]>
To: Repti - Racks <[email protected]>
Sent: Mon, May 16, 2011 6:31:44 PM
Subject: Re: Repti Racks: 17" x 17" x 23" Arboreal

I am going on vacation on the third through the tenth so I did not want the cages left on my front door. Do you know when you will be shipping?

Sent from my Thunderbolt

----- Reply message -----
From: "Repti - Racks" <[email protected]>
To: "Justin Thomas" <[email protected]>
Subject: Repti Racks: 17" x 17" x 23" Arboreal
Date: Fri, May 6, 2011 10:45 am


Paid in full. Lead time left approx 4wks.

From: Justin Thomas <[email protected]>
To: [email protected]
Sent: Fri, May 6, 2011 6:25:38 AM
Subject: RE: Repti Racks: 17" x 17" x 23" Arboreal

Just sent the rest of the money, when you get a chance can you let me know the how long until they will be ready to be shipped?

-Justin-

 

[cochran]

Had the same problem with them! I was told 6 to 8 wks.I ordered mine on 3-21-11 and received them on 7-18-11! The quality is really good tho,I'm happy with them!


Jeff Cochran

 

[jtmoney528]

Had the same problem with them! I was told 6 to 8 wks.I ordered mine on 3-21-11 and received them on 7-18-11! The quality is really good tho,I'm happy with them!


Jeff Cochran

I have heard that they are great quality and that is why I ordered from them. I just wanted to see if I was the only one. Mods if you want you can close this if you want to. I will continue to wait for them

 

[Focal]

Mods if you want you can close this if you want to.

They can't. This will be here until the internet dies

 

[antiquity]

I think this is a valid complaint. An extra week or two beyond an estimate is understandable, but to an extra 2-3 months is unacceptable. IMO, repti-racks should give a partial refund, future credit, or send something extra to make up for it.

Also, I think this thread serves a purpose, because if I was considering repti-racks I'd want to know of the possibility of it taking 3-4 months to arrive.

 

[jtmoney528]

I think this is a valid complaint. An extra week or two beyond an estimate is understandable, but to an extra 2-3 months is unacceptable. IMO, repti-racks should give a partial refund, future credit, or send something extra to make up for it.

Also, I think this thread serves a purpose, because if I was considering repti-racks I'd want to know of the possibility of it taking 3-4 months to arrive.

I have not asked for anything at all but I did wonder if I should ask for those things (partial refund, future credit, or just another enclosure). I was more of waiting for the offer. Generally when I order something and get told a lead time and it is a lot longer I would get offered something extra for the wait without asking.

 

[jtmoney528]

I want to include everything in this post so here is some more from as you can see today:

Date: Wed, 20 Jul 2011 08:36:48 -0700
From: [email protected]
Subject: Re: Repti Racks: 17" x 17" x 23" Arboreal
To: [email protected]

To help explain this process for you in more detail is most actually well not many at all understand how cage building works and whats in tale. Lead times are based on how many orders a company already have going and as many think that's how long it takes to make a cage.Most single cages only take a few days.Now each week we work on a new order group which could in tale a few orders or many orders depends on how many cages or racks are order by each person and how in detail their order is. The group usually takes 2 weeks with out any manufacture set backs or anything..Example scenario Now if were delayed by any supplier,manufacture with a material back order etc it affects all orders their after and things do happen.So to help better under stand lets say an order was estimated at 6 weeks "which is only approx and not set in stone as stated all over the site and in lead time video" we had a delay by manufacture with material shortage with their inventory system saying they have enough but that's not the case now they have to bring in more and we find out its back logged for 2 weeks in high demand at that time. Well that just set back all orders from that person on to present 2 weeks.So in tale sometimes these things happen and sometimes they don't this is why we explain everything on our site in many locations and videos.We have excellent feedback on our site and if you read it every customers gets their order and every one was extremely happy with everything.We have been a very busy company for many years and we always have had tons of orders going at any point through out the year and still do.Recently with not having a helper anymore and one person has to do everything and i mean everything yes we have been set back and again another thing you cant predict that cause delays..But in a short few weeks we will be all caught up and may actually be able to have some units in stock and ready to ship. This has never happened before in 6yrs.

RE: Repti Racks: 17" x 17" x 23" Arboreal‏
To see messages related to this one, group messages by conversation.

4:05 PM
Reply ▼
Justin Thomas
To [email protected]

Lead times are based on how many orders a company already have going and as many think that's how long it takes to make a cage.

You knew how many orders were in front of me and you still told me that it would be 3-4 weeks lead time, so this really does not apply in this situation.

So to help better under stand lets say an order was estimated at 6 weeks "which is only approx and not set in stone as stated all over the site and in lead time video"

I understand that the 3-4 weeks is just approximate lead time that you gave me, and a few more weeks would be just fine with me, but triple that amount of time just does not seem right.

Also I know that your tanks are very good quality which is why I ordered from you, but honestly I based my entire breeding season of getting those tanks in 3-4 weeks not 10-12 weeks.

Thanks,

-Justin-

 

[jtmoney528]

The situation has been taken care of by Repti-Racks.

Thanks,

Justin Thomas

 

[Vlervatron]

I received mine from them in two weeks.

 

[clintdowns]

SOLUTION

The situation has been taken care of by Repti-Racks.

Thanks,

Justin Thomas

You said the Situation has been taken care of by them. You initially posted here because they did not suit you, which was clearly the correct thing to do. Now they have made things better. I think that you should at least post what Repti-Racks did for you to make things better.

You called them out, they fixed it, So now what did they do to fix that for you.

It will only help someone else in the future, because now there is a BOI out for them when someone looks them up.

 

[NatalieS]

I wish I had read this thread before I placed my order with Repti-Racks. I placed my order for two plastic cages on August 6. Lead time was estimated at 5 weeks. It's now been 10 weeks, and not a word of response even though I emailed the company. It sounds like their delays are ongoing, and I find it discouraging that they told me 5 weeks even though it's clear they've been dealing with significant delays for several months. I wish they'd been honest about the delay process from the start, rather than taking my order and charging my card within 24 hours of the order. The Terms of Sale state that you are charged immediately for your order, and you can only cancel within 24 hours of placing the order. This doesn't seem fair, when the delays aren't accurately described to the buyer at the time of the order.

 

[Candachan]

I placed my order at the beginning of September, and was told 6-8 weeks lead time. But if they aren't even to yours yet, Natalie, then looks like I'm going to be waiting a lot more! Thankfully they are display and I'm not in desperate need of them, but I'm hoping the cages are worth the wait.

 

[NatalieS]

Yes, it's discouraging. I suppose I should take some of the blame because I knew the order was nonrefundable or cancelable, no matter what. I just wish I had been informed of an accurate lead time at the time the order was placed, rather than finding out several months down the line.

 

[Snake-Queen]

I think they should modify their lead time to 3-4 MONTHS instead of weeks.

 

[kingpinreptiles]

I'm currently still waiting on a rack from them that I'm pretty sure I ordered 2 months ago. I've emailed them several times asking when I can expect it and I just got replies telling me to watch their video on the site. I ended up ordering a different rack from someone else just because repti-racks couldn't even give me a straight answer.
I still have no idea if/when I'm getting the rack I ordered but the money was taken out of my bank account for it on the same day I placed the order...

 

[mqbuchanan]

I've made two decent size orders with Repti-Racks, I love the products. However, the lead time is an issue and has gotten worse with the growth of their buisness. I think my last order took like 4x longer than what I expected so that was disappointing.

However, I will/would order from them again and just plan accordinly. I really like what I've got (tree monitor cage, sub adult rack system stack, and bearded dragon cage) and have been 100% happy with everything besides the lead time.

 

[NatalieS]

I think good communication is the key to happy customers. If at the time of ordering, they had said "Hey look, we're experiencing delays, and the current wait time for an order is _____", I would have adjusted my purchase accordingly. Instead, I'm almost 3 months out and they won't answer my emails. To a customer who's put down a $450 order, that's extremely frustrating. I understand that some delays are unforseeable, but in my case I believe they were fully aware of the delays, and they failed to inform me about it. The product may still be great, but there's something lacking in customer service.

 

[mitchrobot4]

wouldnt recommened.

my current experience with repti-racks. emails in italics.

i payed for a rack july 2...

"From: Gus Gomez <[email protected]>
To: [email protected]
Sent: Fri, July 1, 2011 11:43:11 PM
Subject: Re: 16 tub Iris hatchling rack with tubs and back heat $229.95 shipped. Black or white

hi, just checking to see if the paypal money arrived?

------------------------
Repti - Racks to Gus Gomez
Yep just did thanks"



"Repti - Racks to Gus Gomez -july 11
At time of your order we were at approx 4-5wks out. Once up to it 1 day to complete and ship.More about how this works is on our site under lead times. Also explained at check out of our site.
Thanks"

i did email about once a month, or every month and a half just to check up to see if they had an idea of where i was at on waiting. not sure if that was just asking too much, i dunno, i just like to be informed. i figured asking every 4-5 weeks wouldnt be too much of a hassle.

response from last month


Repti - Racks to you - Sep 16
Hello this is an order update. Your order is up next in the next order group to be completed and shipped.We are completeing the order group this coming week ahead of you and your the 4th to be done in the next order group.
Thank you

now...i understand that they are busy with other orders, and honestly, thats great that their business is going so well. what i dont understand, and i hope it doesnt sound missplaced, is how 4-5 weeks turns into around...20 weeks.

to sum it all up, i payed early july, and its now october 17 and i still havnt gotten the rack. i have heard good things about the products they make, but the wait time is...something else...ended up getting a rack from another source because i just couldnt wait any longer.

with that said, i would never order from repti-racks again, like i said, its great that their business is doing THAT good, but 20ish+ weeks is just IMO an obtusely long time for an order to go through.

ill email them again later this month, maybe next an give an update if there is one to give. though i am looking forwards to getting the rack some day, i hear they are nice racks. meh.

 

[NatalieS]

I'm currently 14 weeks out and they still haven't sent my order. Original lead time was approximately 5 weeks. I'm not very happy about the situation.

 

[Candachan]

Natalie, I ordered after you and my racks have shipped. They are currently in transit and won't get to the house until Monday. So I'm looking about about 2.5 months wait.