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Bad Guy ReptMart

N

NW Amphibian Rescue

New member
Joined
Feb 24, 2010
Messages
11
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1
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Location
WA
Well, I purchase a Sinaloan Milk Snake from these guys and it arrived dead. Not only did it arrive dead, they sent me the wrong snake. Their policy states that photos and an email of the occurence must be received within one hour of receiving the DOA. I did all of this within the first 10 minutes of receipt. Here are the emails.

--------------------------------------------------------------------------
From: [email protected]
To: [email protected]
Subject: RE:
Date: Wed, 1 Dec 2010 15:46:30 -0500

Your state requires a health certificate. Our Vet charges 15.00 and that is what we charge. I get health certs on Tuesdays so it would be helpful if we knew when you wanted it. I will split the HC with you so your total would be

59.99

35.00 shipping

7.50 HC

102.49 total

--------------------------------------------------------------------------
From: [email protected]
To: [email protected]
Subject: RE:
Date: Wed, 8 Dec 2010 07:47:27 -0500

Hi Paul,

We are shipping your Sinaloan Milk today. You will get tracking info tonight.

Kim

--------------------------------------------------------------------------
From: P R [mailto:[email protected]]
Sent: Thursday, December 09, 2010 12:59 PM
To: Kim
Subject: RE:



Kim, it arrived dead. Please see the attached photos.

--------------------------------------------------------------------------
From: Reptmart ([email protected])
Sent: Thu 12/09/10 11:11 AM
To: 'P R' ([email protected])


OMG I am so sorry. I have been on the phone all morning with UPS because you are not the only one. Poor animals. I will get back to you about shipping another one.

--------------------------------------------------------------------------
From: [email protected]
To: [email protected]
Subject: RE:
Date: Thu, 9 Dec 2010 14:27:34 -0500

Paul,

I was looking at the picture you sent and that was not your snake. Can you call me as soon as you get a chance on my cell phone.

239 404-4783

Thanks and sorry,

Kim

--------------------------------------------------------------------------
From: P R [mailto:[email protected]]
Sent: Thursday, December 09, 2010 4:16 PM
To: Kim
Subject: RE:



Kim, I had a difficult time scheduling a day off. Let's do a refund for now and I will try again when I can get a day off. It's ok, I understand these things happen.

--------------------------------------------------------------------------
From: [email protected]
To: [email protected]
Subject: RE:
Date: Thu, 9 Dec 2010 18:20:06 -0500


I am very sorry. I had problems with UPS. I will be shipping Fed Ex next week. I still have your original snake on my desk. I will send you some freebees to make up for the trouble we caused.

Kim

--------------------------------------------------------------------------
From: P R ([email protected])
Sent: Thu 12/09/10 3:43 PM
To: Kim ([email protected])


Please do a refund on this order. I can't get time off.

--------------------------------------------------------------------------

As of this posting, I have received no communication whatsoever from ReptMart. I paid with PayPal and openned a dispute to get back my money, they did not respond! I have escalated it to a claim. I can't believe the trouble this has been considering the horrible things that happenned with this order.
 
Paul,

Can you post pictures of the snake? Was it shipped properly?(i.e. insulated shipping box, heat pack)

Have you tried to call them? Sometimes it takes a few days and a bunch of emails/phone calls to get people to respond and take care of an issue.
 
Its been only 5 days with a weekend in between. They were gracious enough to split the HC fee, and agreed to send you the proper snake along with some freebees. Mistakes happen and especially with a big box operation like Reptmart. How about give it a reasonable amount of time before posting these posts. I for one have had several seamless, professional transactions with the Bells/Reptmart and I am sure many more will chime in to defend their good name in the industry.
 
I agree that it is likely too soon to think Reptmart isn't playing ball, but from the website:

"ReptMart does not accept returns on live animal purchases unless the animal was dead on arrival or sick. Please see our Live Arrival Guarantee for more information"


The guarantee does not say anything about returns/refunds for DOAs being replacement animals or product credit or 'no cash refunds' or anything, so IMO they should offer a cash refund since that is his preference.
 
If they said they would send out a replacement animal, then that is what it is. They are under no obligation to give a cash refund. I would have waited more than 5 days to go pounding them on the internet. This thread is way to premature to say the least. I'm sure they are very busy, seeing how they are in the top two of the largest reptile dealers in the country.
 
$102 and taking a day off for a normal Sinaloan Milk. I think your next purchase should be at a weekend show. You might even be able to purchase round trip airfare for yourself to go to a show out of state, buy the snake for $25 and still break even. Just sayin...
 
The "Kim" who answered you is Kim Bell of Reptile Industries, Mark Bell's wife. Reptmart is their retail company. Given their impeccable rep in the business, I would make another phone call in the morning. It would amaze me if she did not get this taken care of to your satisfaction.

On another point, their website does not mention the word "refund". Replacement at their expense may be all they are offering in their guaranty. If that is the case, I am sure she will work with you on a mutually acceptable shipping date.
 
I understand your frustration with getting the wrong snake (and it being dead on arrival), however the email correspondence between you and Kim about the dead snake occurred over a single day. She then asked you to call her, did you? I have ZERO doubt that Kim will make this right. I have dealt with her and reptile industries/reptmart many times in the past and have had nothing but GREAT experiences with them.

I would recommend calling her tomorrow and speaking with her in person to work this out. I think this thread may have been a BIT premature. Give her a chance to make it right, and I am sure she will.

Kyle
 
I have just recently dealt with Kim Bell and she was wonderful to do business with. Very kind, prompt and easy to work with, especially since they run a large business. Everything went smoothly and I have no complaints. It sounds like an honest mistake occured and she offered a reasonable deal to make up for it. Bad guy post seems premature to me also.
 
I agree with John. Don't sound like the "Bell's" that I know of. I'm sure she'll refund you if you just keep trying. If you can't get time off, then you can't get time off.
 
Ok, devils advocate here.... why are they shipping UPS when it clearly violates UPS policy?

Prohibited Live Animals

Live Animals that are prohibited from being shipped and are not accepted for transportation include, but are not limited to:


Any poisonous, venomous or threatening animal
Any Threatened or Endangered species
Arachnids (All): Examples: mites, scorpions, spiders, ticks
Birds (All)
Crocodiles (All): Examples: alligators, caimans, gavials
Mammals (All)
Obnoxious Insects: Examples: flies, locusts, mosquitoes, roaches, termites, weevils
Snakes (All): venomous and non-venomous

http://www.ups.com/content/us/en/resources/ship/packaging/guidelines/animals.html
 
Maybe this shouldn't be a "bad guy" for lack of communication this soon, but receiving dead snakes from a service that doesn't want them shipped through them is just wrong. The snake did not deserve this kind of care, I don't care if you are the worlds largest company. That's no excuse. I follow every practice recommended by my peers on this site, common sense, and shipping company policy and I'm probably the worlds second smallest company. Do you get a free pass on being huge? Sorry if I sound malicious, but this kind "BOI reversal" is always seen when these "top dogs" are complained about.
 
Focal X said:
Ok, devils advocate here.... why are they shipping UPS when it clearly violates UPS policy?

Prohibited Live Animals

Live Animals that are prohibited from being shipped and are not accepted for transportation include, but are not limited to:


Any poisonous, venomous or threatening animal
Any Threatened or Endangered species
Arachnids (All): Examples: mites, scorpions, spiders, ticks
Birds (All)
Crocodiles (All): Examples: alligators, caimans, gavials
Mammals (All)
Obnoxious Insects: Examples: flies, locusts, mosquitoes, roaches, termites, weevils
Snakes (All): venomous and non-venomous

http://www.ups.com/content/us/en/resources/ship/packaging/guidelines/animals.html
Click to expand...

You obviously don't have a clue. UPS alllows some companies to ship snakes through them. There are several of the big reptile dealers who use UPS, and are doing so with UPS knowing about it.

Focal X said:
Maybe this shouldn't be a "bad guy" for lack of communication this soon, but receiving dead snakes from a service that doesn't want them shipped through them is just wrong. The snake did not deserve this kind of care, I don't care if you are the worlds largest company. That's no excuse. I follow every practice recommended by my peers on this site, common sense, and shipping company policy and I'm probably the worlds second smallest company. Do you get a free pass on being huge? Sorry if I sound malicious, but this kind "BOI reversal" is always seen when these "top dogs" are complained about.
Click to expand...

Dead animals are an unfortunate event when they happen. They have happened from every single shipping company out there, past and present. You are running your mouth again about them not being able to ship snakes. You should get all of your fact straight before you go talking trash about someone or something, because you clearly don't know what you are talking about. I'm sure they have great packaging practices, because it's rare that you ever hear a complaint about them.

As for the thread, it is totally uncalled for. If the OP can't be home for an animal arrival, then what is he doing buying one in the first place? If anyone here is a bad guy it's the OP. He started this without giving them much time. I'm glad he posted the emails because they make him look like a fool. They were doing everything to work it out, and throw in something extra. I don't see how anyone could consider ReptMart the bad guy. And then to top it off, the OP files a claim with Paypal. I think the OP has some growing up to do.
 
brd7666 said:
UPS alllows some companies to ship snakes through them. There are several of the big reptile dealers who use UPS, and are doing so with UPS knowing about it.
Click to expand...

Cool, thanks for letting me know about this detail that is not obvious on their site whatsoever...

brd7666 said:
You obviously don't have a clue.
Click to expand...

brd7666 said:
You are running your mouth again...
Click to expand...

brd7666 said:
because you clearly don't know what you are talking about.
Click to expand...

...and being mature about it.
 
brd7666 said:
You obviously don't have a clue. UPS alllows some companies to ship snakes through them. There are several of the big reptile dealers who use UPS, and are doing so with UPS knowing about it.



Dead animals are an unfortunate event when they happen. They have happened from every single shipping company out there, past and present. You are running your mouth again about them not being able to ship snakes. You should get all of your fact straight before you go talking trash about someone or something, because you clearly don't know what you are talking about. I'm sure they have great packaging practices, because it's rare that you ever hear a complaint about them.

As for the thread, it is totally uncalled for. If the OP can't be home for an animal arrival, then what is he doing buying one in the first place? If anyone here is a bad guy it's the OP. He started this without giving them much time. I'm glad he posted the emails because they make him look like a fool. They were doing everything to work it out, and throw in something extra. I don't see how anyone could consider ReptMart the bad guy. And then to top it off, the OP files a claim with Paypal. I think the OP has some growing up to do.
Click to expand...

just to let everyone know ups has stopped all shippment of snakes. thats why ship your reptiles and other sites are no longer offering this service. if you dont believe me just call and ask.

as far as the refund the op has all right to ask for it.and heres why:
1. the wrong snake
2. it was dead
3. the op has already lost a day and can't take another
4. the op followed all the steps in time
i know these things happen and don't think it makes the seller a bad guy. the seller was more then happy to try and work it out and throw in a few freebies too.
 
RepTmart refunded 100% after reading this thread. They were polite throughout the entire process. As for the bad guy thread, Email contact was quick and easy until I asked for the refund, then none until I posted here. These things should not be a problem for the people purchasing the animal, the company should have honored my wishes quickly and I would have purchased another animal from them when my time off permitted. Thank you to all who responded here, I'm convinced that this thread pursuaded them to contact me.
 
reptileman25 said:
just to let everyone know ups has stopped all shippment of snakes. thats why ship your reptiles and other sites are no longer offering this service. if you dont believe me just call and ask.

as far as the refund the op has all right to ask for it.and heres why:
1. the wrong snake
2. it was dead
3. the op has already lost a day and can't take another
4. the op followed all the steps in time
i know these things happen and don't think it makes the seller a bad guy. the seller was more then happy to try and work it out and throw in a few freebies too.
Click to expand...

UPS has not stopped all shipments of snakes. They put a stop to all of the third party shippers that were using them like SYR, and whatever the other one was. UPS allows some of the big reptile dealers to use them for shipping. ReptMart probably ships out a few hundred boxes a day. A lot of the other reptile dealers ship just as much. UPS is not going to lose that kind of revenue.

ReptMart should not give him a cash refund. The OP bought a snake, and that is what he should get. If a mistake was made, they will fix it. The fact the snake died is not PeptMart's fault. That can happen to anyone. If the OP can't take off work, or have someone else be there, then he shouldn't of bought it in the first place. I think he has buyers remorse, and is trying to use this as an excuse to get a refund. ReptMart has done nothing wrong here, and they were doing everything to make it right, and then some.

This thread was totally uncalled for, and is just a way for the OP to stir up some crap. It's an abuse of the BOI, and should never of been started. Anyone who thinks ReptMart did something wrong is not thinking clearly. The emails even prove that they were working with him to correct the problem. He bought a snake, and that is what he should get, plain and simple. And then on top of it, he went to Paypal and filed a claim. That will stay in ReptMart's file at Paypal forever, and is a ding against them. Again totally uncalled for. The OP has only shown how immature he is, and how professional ReptMart is.
 
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