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Bad Guy Undergroundreptiles bought terrarium for chameleon

Whether or not the specific enclosure type is optimal for a chameleon is fairly irrelevant. As is the buyer's thought-processing; degree of research; amount of pressure, or lack thereof, used in making the sale. According to their own TOS - which I'm assuming is applicable for in-store sales, as well as those made online - this buyer is entitled to return the items for store credit. Yet again, Underground is using a BOI thread to justify their shady activities, in sending him packing. It's funny that they'd cite this thread as the reason why they're voiding their TOS, but it seems that this very thread is what it took to finally get a meaningful response from Underground.

Had they not chosen to play that card, I'd be slightly more inclined to side with those of you who are blaming the buyer; however, Underground's choice pretty much amounts to snatching defeat from the jaws of victory. It's not as if this is a new tactic for them, and it's no more right this time around. "Ticked off" or not, that's simply not how this should have been handled. It's almost as if they actively go out of their way to come off as Bad Guys.
 
daweeze02 said:
No I went up there today and tried getting help but the guys told me to come back later or call. They had a bad attitude about the entire thing and just said read the receipt which irritated me. So I asked them nicely to call the owner and different people gave me different times of when to get him. So I figured posting here would get the owners attention but I guess he doesn't like people posting here about his store.
Click to expand...

I understand, I got from your original post that there customer service hasn't been too good and I agree. I was just stating that if you would of given him a little more time to make a move something may have been different, or maybe not. Either way, take this as a lesson to always do more research and check reviews, TOS etc before making a decision.
 
mxracer4life said:
I understand, I got from your original post that there customer service hasn't been too good and I agree. I was just stating that if you would of given him a little more time to make a move something may have been different, or maybe not. Either way, take this as a lesson to always do more research and check reviews, TOS etc before making a decision.
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Thanks and yes and I take part blame for my quickness on this post and not seeing the TOS but still didn't think it would turn out this way. Lesson learned :bang:
 
Sorry but Mr. Bentz has been very dishonest through this post. Both Tim our store manager and myself offered a store credit to him if the products were returned unused and unopened, but he wanted nothing more than a full cash refund, claiming he had been sold an improper setup. When we asked who told him that the setup was improper and on what grounds he made such a claim he would not tell us. No one forced him to make this purchase on Saturday. There were no shady tactics or improper business tactics used. Even Mr. Bentz's own receipt which he still had this morning said clearly "no refunds". I hope this cleared things up.

Rian Gittman
 
UndergroundReptiles said:
Sorry but Mr. Bentz has been very dishonest through this post. Both Tim our store manager and myself offered a store credit to him if the products were returned unused and unopened, but he wanted nothing more than a full cash refund, claiming he had been sold an improper setup. When we asked who told him that the setup was improper and on what grounds he made such a claim he would not tell us. No one forced him to make this purchase on Saturday. There were no shady tactics or improper business tactics used. Even Mr. Bentz's own receipt which he still had this morning said clearly "no refunds". I hope this cleared things up.

Rian Gittman
Click to expand...


Huh? You flat out said store credit was off the table over the phone because of this post
 
daweeze02 said:
Off topic but would the 24x18x24 terrarium be big enough for a female veiled?
Click to expand...
No, it is not.
Adult sized female veileds shouldn't really be in anything smaller then the 18x18x36 reptibreezes.

A baby would be fine in that size cage for 6 months roughly, then you would want to upgrade.
However, being that you're in south Florida, you're more likely to unintentionally cook the poor thing in that enclosure before it gets that old.
 
Okay for the record I PMed Rian directly and we are working things out. As I stated before I did jump the gun earlier and should have waited posting this but was ticked at the guys at the store, no excuse on my part but I'm human. Either way it seems like we are coming to a conclusion in this matter.
 
Wow. There's a really easy, drama free solution to this. Sell the stuff and get your money back out of it. Yeah, dealing with underground seems to be a life draining event more often than not, but in the end knowing what you need is your job. Selling stuff to make the store money is theirs, and that's what they did. I don't think this thread was warranted for that. Particularly given that all you need to retrieve your cash is a CL ad or an ad on here. Sell the stuff and move on with your life man.
 
DesertRat73 said:
Wow. There's a really easy, drama free solution to this. Sell the stuff and get your money back out of it. Yeah, dealing with underground seems to be a life draining event more often than not, but in the end knowing what you need is your job. Selling stuff to make the store money is theirs, and that's what they did. I don't think this thread was warranted for that. Particularly given that all you need to retrieve your cash is a CL ad or an ad on here. Sell the stuff and move on with your life man.
Click to expand...

There's really easy drama free solutions to a lot of BOI threads then.
This one certainly was put up hasty, but if the OP was honest when he was told no refunds, it doesn't take too much to get upset about it.

Simple solution would have been to allow daweeze02 to exchange his unopened purchases for the items he wanted, and get store credit for anything in excess about that.
 
SquamataMississauga said:
There's really easy drama free solutions to a lot of BOI threads then.
This one certainly was put up hasty, but if the OP was honest when he was told no refunds, it doesn't take too much to get upset about it.

Simple solution would have been to allow daweeze02 to exchange his unopened purchases for the items he wanted, and get store credit for anything in excess about that.
Click to expand...

The simple solution would have been to wait. He gave underground 2 days and this was over the weekend. If he would have waited things may have went different. But he has admitted to jumping the gun so I won't give him a hard time about it, we ALL have done it.
 
The OP received a response because he posted here. Had he not he would still be waiting for a call back from the owner. Mr Gittman is notorious for not returning calls. He relies on his employees, Alex and Rian B to do damage control and run you around in circles.
They are also not given much or any authority to make any decisions regarding credit et. so you have to wait for Gittman to call you back which doesn't happen unless you make a huge beef. There is a system over there a business plan if you will. Which borders on being deceitful and dis ingenious.

On the other hand the OP was not owed a cash refund. He wanted to return something and would have received store credit. For a pet store especially a specialty pet store that's the norm and is fair. He really shouldn't expect a cash refund. Especially when it says that on the receipt. The OP danced around the question when asked before if he wanted a cash refund or store credit. Anyways, glad this one got solved many don't.
 
UndergroundReptiles said:
receipt which he still had this morning said clearly "no refunds".
Click to expand...

Looking forward: It might be helpful to display at the cash register a sign advising customers of this policy. Something printed on a receipt is 'after the fact'.
And, today, start on gaining a rep of calmly sticking to your TOS. You say you did offer store credit, but when the customer was not satisfied it appears that the TOS was departed from.
It sounds as if you have a good staff, they were doing their jobs, I do not think this buyer was pressured in any way to buy the glass enclosure. But for good or ill, the customer later changed his mind, got aggravated and then you got aggravated.
I think these sorts of written terms are exactly for these kinds of situations where both sides feel that their point of view is valid.
Rather than allow situations where the customer feels he has been given the runaround (the staff told the buyer to speak with you and it appears you are not easily available and he was impatient) have a staff meeting and go over the TOS, refining it if needed to give your staff some leeway so that customers never have to hunt you down.

Both parties can gain by learning the lessons this thread has to give. It is an opportunity because for both sides the 'fixes' don't appear to be that hard as long as both parties are resolved to change a little.
 
Ryan B nor anyone else

can make a decision without contacting Rian on ALL matters. The problem is as in the situation that I encountered it continued without resolution until it reached the boiling point and then was resolved.

There wholesale operation if you want to call it that is just a few doors down from their retail store. Rians son in law runs the retail operation and Rian B who seems to manage the employees on the wholesale side has no authority to do anything that would require a any resolution without first calling Rian, and telling the customer what Rians decision would be.

That's the way Rian wants it and that's the way he runs his business.
 
Fangthane said:
Whether or not the specific enclosure type is optimal for a chameleon is fairly irrelevant. As is the buyer's thought-processing; degree of research; amount of pressure, or lack thereof, used in making the sale. According to their own TOS - which I'm assuming is applicable for in-store sales, as well as those made online - this buyer is entitled to return the items for store credit. Yet again, Underground is using a BOI thread to justify their shady activities, in sending him packing. It's funny that they'd cite this thread as the reason why they're voiding their TOS, but it seems that this very thread is what it took to finally get a meaningful response from Underground.

Had they not chosen to play that card, I'd be slightly more inclined to side with those of you who are blaming the buyer; however, Underground's choice pretty much amounts to snatching defeat from the jaws of victory. It's not as if this is a new tactic for them, and it's no more right this time around. "Ticked off" or not, that's simply not how this should have been handled. It's almost as if they actively go out of their way to come off as Bad Guys.
Click to expand...

:iagree:
 
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