Inquiry Repti-Racks

[Lucille]

Delays are something that know one could know its going to happen and can happen more than once and of coarse it did, every time we turn around those past few months our manufacture had some sought of delay for us

It seems like you are in a better position to know about delays than the customers who are finding out one by one. And the delays seem excessive compared to the quoted lead time.

Why not just tell your customers from the getgo that it will take 5 or 6 months for them to get their cages? A lot of them plan purchases and breedings based on having their cages in the time YOU quote, why not quote the real deal?

Is it because you might get fewer orders if people actually knew how long it was going to take?

 

[NatalieS]

My reply to Repti-Racks:

Thank you for replying. It will be too time-consuming and costly to send the cages back to you, so I will have the braces cut out locally.

I would like to address what you said about your delays. You wrote, Delays are something that know one could know its going to happen and can happen more than once and of coarse it did. The issue that I have is that, according to your past customers, there were known delays dating back to early summer 2011, maybe even before then. It was your responsibility to inform customers of delays, but I and many others were still quoted a lead time that was much shorter than the actual lead time. It is extremely frustrating to pay several hundred dollars for an order that ends up taking four times as long as it should. I had to buy other cages because these weren't ready. This has been a big waste of time and money for me. You stated that you don't have any bad feedback, but there are actually several dissatisfied customers, even if their comments aren't displayed on your site.

Please consider changing your terms of sale. If it's going to take several months to complete an order, then you shouldn't bill your customers immediately and make it impossible to cancel orders. Customers need to be informed of delays. I was never told of any delays... I found out about them through Fauna Classifieds.

Thank you for your time.

 

[repti-racks]

My reply to Repti-Racks:

Thank you for replying. It will be too time-consuming and costly to send the cages back to you, so I will have the braces cut out locally.

I would like to address what you said about your delays. You wrote, Delays are something that know one could know its going to happen and can happen more than once and of coarse it did. The issue that I have is that, according to your past customers, there were known delays dating back to early summer 2011, maybe even before then. It was your responsibility to inform customers of delays, but I and many others were still quoted a lead time that was much shorter than the actual lead time. It is extremely frustrating to pay several hundred dollars for an order that ends up taking four times as long as it should. I had to buy other cages because these weren't ready. This has been a big waste of time and money for me. You stated that you don't have any bad feedback, but there are actually several dissatisfied customers, even if their comments aren't displayed on your site.

Please consider changing your terms of sale. If it's going to take several months to complete an order, then you shouldn't bill your customers immediately and make it impossible to cancel orders. Customers need to be informed of delays. I was never told of any delays... I found out about them through Fauna Classifieds.

Thank you for your time.

To: "Natalie" <[email protected]>
Ok thank you for the reply and we are changing over the process and structure for the future addressing concerns in this change and its already in play with the elite cage line.We do state on our site this whole process and says 2-16wks but its not always the case on every order going to 16wks just recently within the past few months things got out of control with manufacturing and is why the change to a new one which isnt done overnight.I tried to explain to others just what goes into building cages and being one person doing it all.Our site check out system wont let customers who use it go further in till they check the box they read the process terms so we did try our best to have it posted as much as we can and explain everything and also state please plan ahead.
Thanks

 

[Bobby Douglass]

The first of my two cages arrived (the other one is delayed in transit). Unfortunately the cage design isn't what I asked for... I wanted cages with NO center brace, and specifically told them so, and what did they do? Sent me cages with a center brace! I'm going to contact them and try to return.

Hello here is our reply in case you don't get it.

Subject:
RE: Repti Racks: Wrong item received
From:
<[email protected]> (Add as Preferred Sender)
Date: Sat, Nov 26, 2011 9:16 am
To: "Natalie Steckler" <[email protected]>
Hello you can ship it back that's not a problem I will e-mail you shipping lable's for doing so just pack them the same way BUT leave doors out. (Let me know back and ill e-mail them over)

My reply to Repti-Racks:

Thank you for replying. It will be too time-consuming and costly to send the cages back to you, so I will have the braces cut out locally.

.

What happened?

 

[NatalieS]

I decided not to send the cages back for brace removal. I assume the "2 minute fix" involves cutting out the center brace, which I can have my friend (a carpenter) do, rather than waiting another 2-3 weeks for them to ship there, be cut, and ship back.

 

[cmbpboa9]

I had a similar problem with the wait time. I order 2 47 by 23 inch cages in november of last year and did not recieve them until may. I waited a little longer than the 5 week estimated wait lol. I do have to say they were very well put together.

 

[mitchrobot4]

neutral.

i finally got my rack, it is actually quite a nice rack. well put together, well wired, lighter built than others but sturdy.

so i am indeed satisfied with the product i purchased, but i also had to wait 5-6months to get it, i already ordered a rack as i ran out of time and couldnt wait any longer, but am glad to have gotten mine.

im going to say my experience over all was fairly neutral. good product, but the wait time was IMO just not acceptable. i will not order again in the future. but the rack is a nice rack.

 

[bsharrah]

Steve - I apologize if this has been asked and answered previously but what is your role with Repti-Racks? You mentioned changing manufacturers but also stated you were "one person doing it all". Are you the one building these cages or just the middle man filling orders? How much direct involvement do you have in the manufacturing process?

 

[repti-racks]

question

Steve - I apologize if this has been asked and answered previously but what is your role with Repti-Racks? You mentioned changing manufacturers but also stated you were "one person doing it all". Are you the one building these cages or just the middle man filling orders? How much direct involvement do you have in the manufacturing process?

To answer your question my role is the whole building process of each product and everything else that goes into building and running everything, but as with others too have to rely on suppliers and manufactures etc "thus why the change to one to meet our growing demand they cant handle anymore" and this is only for the ULTRA SERIES CAGING AND RACKS as the Elite cage line is a whole other ball game and already has a new structure in play with quick turn arounds.

Hope this answered your question

 

[bsharrah]

To answer your question my role is the whole building process of each product and everything else that goes into building and running everything

Then what is your "manufacturer" manufacturing? I can understand the need for materials (i.e., plastic sheets, hinges, solvent, etc.) but, considering your difficulty in even getting close to what most would consider reasonable lead times, how much of the final product do you not have control over? Are you relying on an outside entity to cut the material, assembly, shipping, etc.?

I am not trying to bust your balls. I ordered from you in the past once and the product more than met my expectations and arrived quickly. I am currently rethinking my current caging and have always liked your products. That said, if I were to place an order, I would want some assurance, and really a guarantee, that I would have my cages within a provided time period. How much control over the final product you actually have will determine how likely you will be able to meet your lead times.

I understand delays happen. All cage manufacturers have had delays in their estimated lead times, but like it has already been stated, delays of weeks is one thing, delays of months is entirely different. I think at some point the buyer is entitled to a full refund if the product can not be provided in a reasonable amount of time.

 

[Bobby Douglass]

Then what is your "manufacturer" manufacturing? I can understand the need for materials (i.e., plastic sheets, hinges, solvent, etc.) but, considering your difficulty in even getting close to what most would consider reasonable lead times, how much of the final product do you not have control over? Are you relying on an outside entity to cut the material, assembly, shipping, etc.?

I am not trying to bust your balls. I ordered from you in the past once and the product more than met my expectations and arrived quickly. I am currently rethinking my current caging and have always liked your products. That said, if I were to place an order, I would want some assurance, and really a guarantee, that I would have my cages within a provided time period. How much control over the final product you actually have will determine how likely you will be able to meet your lead times.

I understand delays happen. All cage manufacturers have had delays in their estimated lead times, but like it has already been stated, delays of weeks is one thing, delays of months is entirely different. I think at some point the buyer is entitled to a full refund if the product can not be provided in a reasonable amount of time.

I agree. I think when the maximum lead time given comes up the buyer should then be given the option of a refund. I also think Repti-Racks should offer partial refunds to the people that had to wait 2 or 3 times what their lead time was. It sounds like the quality is good but without customer service the company will not survive.

 

[biotechatb]

I agree. I think when the maximum lead time given comes up the buyer should then be given the option of a refund. I also think Repti-Racks should offer partial refunds to the people that had to wait 2 or 3 times what their lead time was. It sounds like the quality is good but without customer service the company will not survive.

I agree... I have cages from Repti-Racks and another manurfacturer. I was waiting quite awhile for my cages from both companies, much longer than my estimated lead time... I wasn't planning on giving either company my business again, but the other manurfacturer made up for the delay by giving me free shipping and now I wouldn't order anywhere else! If Repti-racks did something similar, I'm sure they would have a lot of satisfied customers.

 

[Nick9]

Just thought I'd throw in my two cents! I placed an order on July 12, 2011 for 5 cages, as of Dec. 13, 2011 (today), I'm still waiting! My lead time quote was 4-5 weeks, it's been about 22 weeks. I've written emails, the first response was that, if I didn't get an email notification, they hadn't gotten to my order yet and I should watch the lead time video. I watched the lead time video before I ordered and contacted them for lead times, I don't think I needed to watch it again. The second email I sent was approx. at the 13 week mark, stating my displeasure. It was responded to with a lot of excuses and I was told that this is why they state their lead time policy all over the site, and that they where no longer going to give out lead times because of situations like this. The problem for me was that lead times were already given, and where as they are not set in stone, I don't think it's unreasonable for a customer to expect their products in a reasonable amount of time. I received an email stating that my cages were first in the next group of orders, that was a month ago, on Nov. 12, 2011. I think a refund policy should be implemented and I truly feel you owe your customers some sort of compensation for their unacceptable wait times. I think it would be a sign of good faith on the part of Repti-Racks and could end up saving you some business in the long run.

Keep your customers happy and be honest and upfront with them! That's the basis of a good successful business! As stated in an email to Repti-Racks, I truly look forward to the finished product (whenever that may be) and I would hope you take action to resolve the unhappiness of some of your customers.

 

[Rud3Bwoy]

Just thought I'd throw in my two cents! I placed an order on July 12, 2011 for 5 cages, as of Dec. 13, 2011 (today), I'm still waiting! My lead time quote was 4-5 weeks, it's been about 22 weeks. I've written emails, the first response was that, if I didn't get an email notification, they hadn't gotten to my order yet and I should watch the lead time video. I watched the lead time video before I ordered and contacted them for lead times, I don't think I needed to watch it again. The second email I sent was approx. at the 13 week mark, stating my displeasure. It was responded to with a lot of excuses and I was told that this is why they state their lead time policy all over the site, and that they where no longer going to give out lead times because of situations like this. The problem for me was that lead times were already given, and where as they are not set in stone, I don't think it's unreasonable for a customer to expect their products in a reasonable amount of time. I received an email stating that my cages were first in the next group of orders, that was a month ago, on Nov. 12, 2011. I think a refund policy should be implemented and I truly feel you owe your customers some sort of compensation for their unacceptable wait times. I think it would be a sign of good faith on the part of Repti-Racks and could end up saving you some business in the long run.

Keep your customers happy and be honest and upfront with them! That's the basis of a good successful business! As stated in an email to Repti-Racks, I truly look forward to the finished product (whenever that may be) and I would hope you take action to resolve the unhappiness of some of your customers.

meh i had the same issue man,around july ordered a cage,never got it sold it in sept and i highly doubt he even shipped it to the new person who bought it,he told me 4 weeks but everytime i called it was some excuse,never would do business again

also don't hold your breath on a refund,they refuse to refund me heck even a partial refund!

 

[Rud3Bwoy]

everything they told you is the same thing they told me btw

 

[philli]

yea same here guys i got sick of waiting sold mines to some one got a critter condo instead,not holding it against them seeing as they did warn about lead times before ordering but really?

Do you even think before you post????

 

[Rud3Bwoy]

Do you even think before you post????

Yes as the lead times given over the phone was much lower it was quoted 4 weeks not then turned into months

Reguardless of what you say repti racks has a bad rep for this and need to change there ways or start refunding sellers

Word of advice tho if u ever buy from them and u don't get your cage in 43 days file a claim don't remove it ,until product is shipped that way if it's not shipped in a timely manner paypal will favor you and refund your money

 

[Rud3Bwoy]

anyway nick/op my issues with them
VIV ordered around july,promised to be built in week 4 or done within week 4 and shipped.

constant calls/emails to repti racks,same excuse please watch our youtube video for lead times,tho i was given a diff lead time than the website as promised from repti racks over the phone,or your order group is next which it never reached to that point.

asked for a refund/partial refund even tho there site says no refund thought id give it a shot as no customer should be waiting for so long would take business else where with the money but not the case.

we are in the month of sept,got fed up around sept 11 and sold the cage to a forum member here.

word of advice be cautious of repti racks,also if you don't get your order within 42 days please do a paypal claim asap!and don't remove the hold until the order is shipped or you are screwed,or i highly suggest you take business else where,yes they have had good buyers in the past but look up there boi on lead times and issues consumers has had with them,also get everything that is promised from the company in emails for your safe keeping as they seem to twist there story around when it comes to promises on the consumer

nick if you ever see this post please post when you get the viv thanks.enjoy this will be my last response on this issue.even tho i lost money at least nick got a cage for cheap.

Had they told me well it might take months instead of telling me a short lead time i would of never ordered from them,so be aware,you buy from them your stuck with there cages as they won't offer anything to you even tho they love the sales and will tell customers anything to get the money

 

[gottabsleeved]

I got 2 cages today,took 6 weeks total,was quoted 4 weeks, but 6 does not seem bad here!LOL The quality was good and i like them!Welded-sealed good and flexi-glass door is thick.I did ask for vents to be high and they didnt do it?As i was installing a shelf and also it was a bottom cage so i wanted the vents high,but all well,they came undamaged so im happy!Id buy from them agian if the cages hold up good?

 

[Bobby Douglass]

Just thought I'd throw in my two cents! I placed an order on July 12, 2011 for 5 cages, as of Dec. 13, 2011 (today), I'm still waiting! My lead time quote was 4-5 weeks, it's been about 22 weeks. I've written emails, the first response was that, if I didn't get an email notification, they hadn't gotten to my order yet and I should watch the lead time video. I watched the lead time video before I ordered and contacted them for lead times, I don't think I needed to watch it again. The second email I sent was approx. at the 13 week mark, stating my displeasure. It was responded to with a lot of excuses and I was told that this is why they state their lead time policy all over the site, and that they where no longer going to give out lead times because of situations like this. The problem for me was that lead times were already given, and where as they are not set in stone, I don't think it's unreasonable for a customer to expect their products in a reasonable amount of time. I received an email stating that my cages were first in the next group of orders, that was a month ago, on Nov. 12, 2011. I think a refund policy should be implemented and I truly feel you owe your customers some sort of compensation for their unacceptable wait times. I think it would be a sign of good faith on the part of Repti-Racks and could end up saving you some business in the long run.Keep your customers happy and be honest and upfront with them! That's the basis of a good successful business! As stated in an email to Repti-Racks, I truly look forward to the finished product (whenever that may be) and I would hope you take action to resolve the unhappiness of some of your customers.

Unfortunately Repti Racks doesn't seem interested in trying to make their past and current customers happy. I've decided I'll never give them my business due to what I see as poor customer service.