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  • Responding to email notices you receive.
    **************************************************
    In short, DON'T! Email notices are to ONLY alert you of a reply to your private message or your ad on this site. Replying to the email just wastes your time as it goes NOWHERE, and probably pisses off the person you thought you replied to when they think you just ignored them. So instead of complaining to me about your messages not being replied to from this site via email, please READ that email notice that plainly states what you need to do in order to reply to who you are trying to converse with.

Wormman.com Ken

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Well,
As many of you know Ken and I had a problem a while back about a shipment I was suppose to receive.
It was all posted here on the old BOI.
Here is an update to that.

Out of the blue ken emailed me last week offereing me a free shipment of superworms to have me try his company again and to show me how he had taken steps to improve customer service. In his email he told me he felt bad how we had ended everything in the past and waited this long to make this offer to me as to not be taken as a gesture to influence opinions on the BOI.

Well, I have to say they arrived today and shipped as he said.
Ken said they would be shipped Mon and they arrived this afternoon at 4:15pm. A follow up email was also sent letting me know they were shipped. They arrived in excellent condition. I would like to thank Ken for this and now it will be nice to add him back to my list of feeder suppliers.

Looking forward to my next order.

Thanks Ken.

Scott Cook
 
I'm glad to see you were able to work this out! I've been dealing with Ken for a while now, and I can GUARANTEE that I have NEVER found a lower price than what he charges me??? Even his SERVICE is excellent...although he can be a little brain-dead once in a while! lol
No matter what...the man has the FATTEST little worms you'll ever see....my "kids" LOVE THEM...and so will YOU ALL!!
You folks should know me by now...I don't recommend many businesses....but, THE WORMMAN is an exception!! Give them a shot?? You CAN'T lose!! My plug for the day!...."Eddie" told me about them!
<img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/biggrin.gif" border="0" valign="absmiddle" alt=':D'> ....Neil
 
Hi guys!!  I hate to rain on your parade, but I'll add my recent expierience--- We ordered 1,000 superworms on or about March 30th.  On April 1st we received an e-mail stating they were being shipped that day and all was good.  They were to be shipped 2nd day, so we expected to receive them on or about the 3rd.  We finally received them on the 6th.  2nd day shipping now turned into 5th day shipping??  When we got them, the piece of screen covering the side of the box had came loose in shipping allowing well over half of them (closer to 75%) to escape.  I promptly e-mailed them the same day telling them what had happened.  On the 8th (which was MONDAY) they responded:

I AM VERY SORRY FOR THAT.  I WILL RESHIP 500 SUPERWORMS TOMORROW.  PLEASE
LET ME KNOW WHEN THEY ARRIVE.  HAVE A NICE DAY.

Great, I thought...  on the same day I responded:


Hi,
 Thank you for the replacements.  I will let you know when they arrive.
 Bob Fisher
 Hanover Herps

After waiting a full 7 days, for the 2 day shipment to arrive with the replacements, on the 15th I wrote:

Hi,
 We still have not received the replacement on the superworms.  Is there a
tracking number on them so they can be tracked?
 Thanks,
 Bob Fisher
 Hanover Herps

 Much to my surprise, here was their response on the 15th :

YOUR ORDER IS SCHEDULED TO RESHIP TOMORROW.  PLEASE REMEMBER WE ONLY SHIP ON
MONDAYS AND TUESDAYS.  THANKS

 I did remember they only shipped on the days stated, as the week before on Monday they said they were shipping them the next day(Tuesday)  Here is my response to this, that was sent on the 15th:

Hi,
 I wish you would have told me the shipping wasn't taking place last week
on the 9th, like the email I am forwarding to you now.  I was counting on
the superworms for my breeder dragons and geckos.  Now I will not receive
them for another week as the first order took a week to get originally.
 We had problems with orders in the past, but were willing to give your
company another chance and here we go again.  I should have been told you
were not shipping them last week as you stated and I could have had made
other arrangements.  Communication is such a valueable asset for a company
to have and the best thing about it is it's free!
  Notice what I was told by you in the e-mail that I am forwarding to you.
Thanks,
 Bob Fisher
 Hanover Herps

Previous message sent on 4-8-02-----
----- Original Message -----
From: "Worm Man" <[email protected]>
To: "Bob & Kim Fisher" <[email protected]>
Sent: Monday, April 08, 2002 3:12 PM
Subject: RE: Notification of Payment Received


> I AM VERY SORRY FOR THAT.  I WILL RESHIP 500 SUPERWORMS TOMORROW.  PLEASE
> LET ME KNOW WHEN THEY ARRIVE.  HAVE A NICE DAY.
>


 They did respond, with this:

I AM SO VERY SORRY THAT YOU WERE INCONVENIENCED.  YOUR RESHIP WENT OUT ON
THE 16TH VIA UPS 2ND DAY AIR AND SHOULD ARRIVE TOMORROW.  PLEASE LET ME KNOW
WHEN IT ARRIVES.  I WILL ALWAYS TRY TO MAKE YOU HAPPY IF THERE IS A PROBLEM.
WE STRIVE TO GIVE A+ SERVICE.  THANKS

 I don't know if that was a little sarcasim(SP), but I'll assume it wasn't.  Nice message, but I think they need to step up and do what they say they are doing, remember, communication costs nothing!!  
 I did receive the replacements, which I appreceiate, on the 18th.  The fact that it took almost three weeks to get the full order was a bit much.  Hopefully they will keep trying to improve their customer service and avoid situations like this in the future.  
 Glad you guys are happy, hope I didn't spoil your post, as these are the facts of our deal.  Thanks!
 
Bob-
 I got the same run around with the last order I had placed with them, of course this was back in September right around the 9/11 disaster, shortly afterwards to be exact (order placed on 9/17).  I figured shipping would be delayed but when I had placed my order they claimed that my order would be shipped that day.  After my order was placed I recieved an email stating that my order would be charged another $1.00 becuase they could no longer ship via Priority mail.  After 2 weeks of waiting my order never arrived and at this point I called.  I was told that it wasn't their responsibility to notify me that my order was not in transit yet and that it hadn't been shipped until the day before I called to check up on my purchase.  The customer service I received was absolutely atrocious and I was told that they were backed up due to the 9/11 tragedy, which I can understand, although all it took was a simple email to notify me so that I could prepare.  Unfortunately I never complained to Ken directly about the matter, instead I just took my business elsewhere.  Maybe things have changed in the past few monthes but I am perfectly content with current cricket supplier and plan to continue to do business with them.  
Jon Tarutis
 
Hello everyone!  
  I have said it before and I will say it again.  I appreciate the feedback whether it is good or bad.  That is how I learn to fix what we need to fix.
  We get many orders every week, month and year.  Most of our customers are very happy, but we do make mistakes, and we have had our share of blunders, mishaps and customer service issues. We do work hard to correct those issues, and my company supports the BOI becuase of the service it provides to the community and to our own business.  
 Scott,  
 Thank you very much.  It means a great deal to me personally that you allowed our shipment, even if you started this thread <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/wow.gif" border="0" valign="absmiddle" alt=':0'>).  I am glad to be able to talk to you again.
 Neil,
  Thank you.  You call them as you see them, and you have never held anything back when it comes to me or my company, and I appreciate the honesty.
 Bob and Jon,
 I am sorry for the experience. I have explained on the old BOI that we were too slow to switch from USPS when things were bad.  That is 100% my problem, and we did fix it, but a little late.  Bob-I did address the all capital letters, and the seeming snotty response with our representatives here.  Three weeks is way too long for a reship!  I will make it up to you if you let me.  Hanover Herps is a good customer, and a good business.  I would love to show you that we can do the job.  Just give me the okay.  
   I don't want to get too sappy, or I will have everyone writing requesting free stuff. <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/tounge.gif" border="0" valign="absmiddle" alt=':p'>
   I love animals, and this industry.  Shipping live insects has its share of problems, but I like it, and I love feeding your pets.  I will do so until I keel over in a worm pit and let the worms eat me.  
   Thank you for the input.  Rich Z.  Thanks for the site!!!!
 
</span><table border="0" align="center" width="95%" cellpadding="3" cellspacing="1"><tr><td>Quote </td></tr><tr><td id="QUOTE">Bob and Jon,
I am sorry for the experience. I have explained on the old BOI that we were too slow to switch from USPS when things were bad.  That is 100% my problem, and we did fix it, but a little late.  Bob-I did address the all capital letters, and the seeming snotty response with our representatives here.  Three weeks is way too long for a reship!  I will make it up to you if you let me.  Hanover Herps is a good customer, and a good business.  I would love to show you that we can do the job.  Just give me the okay.  
  I don't want to get too sappy, or I will have everyone writing requesting free stuff.  
</td></tr></table><span id='postcolor'>

am i missing something here?
I know Jon, and he is a great guy with a ever growing collection of great animals...!!
He might not be as "great" of a customer as Hanover Herps...but you wronged him just the same...
To acknowledge your wrongdoing to both....then in the same breath only offer making up for it to ONE of them.....because he is a BIGGER customer.....is in my eyes very wrong...
In a great business...EVERY customer should count, you admitted doing BOTH wrong.......don't just offer to fix it to ONE of them... <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/sad.gif" border="0" valign="absmiddle" alt=':('>
Lucy Howard
 
Lucy,
 You are right!  I addressed one topic, which was the all caps, and then my attention was to address them both.  Jon is a has a reputable company and that was not meant as a slight.  Jon,
  Same goes for you.  I was trying to address the issue with the CAPS and the tone, but you are also important.  Lucy,
 you are important too, especially in the Cat Woman Costume.  I always loved Cat Woman Grrrrrrrrrrr!
Ken wormman.com
 
well, Ken....it does seem that you are looking a bit deep into that wine glas tonight..... <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/tounge.gif" border="0" valign="absmiddle" alt=':p'> but i'm glad to hear , that there was no intentional slight to Jon, and that the small customer counts, too... <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/smile.gif" border="0" valign="absmiddle" alt=':)'>
btw. i just got an argentine tegu with a BIG appetite... <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/wow.gif" border="0" valign="absmiddle" alt=':0'> , who knows...if i keep hearing good feedback about you..and your prices are right..i might actually get important to you, too....business wise...that is... <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/wink.gif" border="0" valign="absmiddle" alt=';)'>
 
Lucy,
 I am with you and your Argentine Tegu! I had way too much wine, and it was homemade.  No, there were no worms or crickets in it, but it is still very strong.  Thank you for letting me know about the slight!  Seriously,  my business and your Tegu are very important to me <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/biggrin.gif" border="0" valign="absmiddle" alt=':D'> .
  I am going to bed now, alone!!!
Ken  <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/wink.gif" border="0" valign="absmiddle" alt=';)'>
 
Ken,
I hope you don't think I started this post to cause you any grief. I started it to let people know the offer you made me.
My intention was only to pay you a compliment. I thought that what you did was a very good customer service move. It took me by surprise when I heard from you. After I received the superworms I felt that the least I could do was to post it on the BOI and give credit where it was due.
I in no way started this post with the intention or the thought of people posting any negative comments.


Scott Cook
 
Scott...
I think anyone can see that your intentions were to let everybody know that Ken made right by you...
I only pointed out to Ken that he kind off left Jon out and it made him look like he only cared about the "big" customers...
But he since cleared that up...it wasn't his intention to leave out the small customers, lol...so all's well... <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/wink.gif" border="0" valign="absmiddle" alt=';)'>
 
Scott--
 I was glad to see a good post for Ken and wormman.com.  I didn't come here to cause grief to Ken or spoil your post.  I felt what had transpired in my purchase with Ken was worth mentioning.  I felt it was also proper to add it to this post and not waste space starting a new thread.  These are open forums, right??    <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/wink.gif" border="0" valign="absmiddle" alt=';)'>

Ken--
 I knew you would see this post and address the situation as well.  I'm glad you noticed a couple replies to some of my e-mails were not the friendliest as well.   I know from being self employed (real job) and having employees, that not everything is brought to your attention or handled in the same manner that one would handle personally.  You sell some of the healthiest, lively products out there and that is why we try to use your company.  I like the fact that you're involved with addressing/and supporting this forum/board as it shows the effort your putting forth to your customers and your buisiness.  Hopefully the next time things will go a bit better.

Lucy--
 You had to burst my bubble??     <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/smile.gif" border="0" valign="absmiddle" alt=':)'>   Just kidding, most of the members and visitors to these forums are "great" customers, buyers, sellers, and people.  We're just glad to be a part of it <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/biggrin.gif" border="0" valign="absmiddle" alt=':D'>
 
~As I have previously psoted on the "old" BOI and will continue to do so here...I will vouch, 110%, for Ken and all the crew at WormMan.  I am one of his customers who has varied orders from "Small" to "Big"...depending on the size of my stock at the time.  At one point I had but a couple of reptiles and all my orders were attended to professionally and with courtesy.  Then for a period of time, I was breeding dragons and keeping many other insect eaters at the same time.  My orders were large and on a regular basis.  The service was equally efficient then.  For the past 6 monthsor so, due to demands on my time, I cut my number of reptiles to 4 insect eaters.  Still, All my orders and request to WormMan were no less than when I was feeding dozens of critters.

~Yes, there were occasional mess-ups, but they were always addressed and compensated for.  I can honestly say, I have never had a "bad" time in any of my dealings with Ken.

>>Stepping down from my soapbox<<   <img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/tounge.gif" border="0" valign="absmiddle" alt=':p'>
 
Scott,
I was just kidding!  Thanks also for letting us know about herpauction.com.  I am really enjoying it.
Bob,
 thanks again.  If you decide to order again Iwill take care of you for giving us a second shot to earn your business.

Lucy,
 Grrrrrrrrr!
Neil,
 You are one of my favorite personalities on this board, but Jude has my heart.  Jude Fitch introduced me to the BOI a long time ago.  Thanks, Jude.  I am sure my wife will beat me for this post also.  I am still healing from the wounds I suffered for flirting with Lucy!
 Have a great weekend!
Ken Chiarella
 
I am super sorry.  I meant to say reptileauction.com.  That is the auction I like, and meant to thank Scott for introducing us to.  
Ken "Wormy Brain" Chiarella
 
LOL!  That and three little kids send me to bed alone often!
Ken Chiarella
 
~  Awww, Ken, you can let your wife know I am totally harmless!!!  I probably have kids around your age!!!  Don't let the pic on my site fool ya, I am about 10+ years  older than most people take me for. (OK, so the photo is almost 2 years old but I am goin' down kickin' and screamin'!&#33<img src="http://www.faunaclassifieds.com/iB_html/non-cgi/emoticons/wink.gif" border="0" valign="absmiddle" alt=';)'>

~ It is nice to know that I do hold a spot in your heart but the one you hold with me has been well earned.  For all the years (yes, it has been years now!)that I have bought my feeder insects from you, you have always been honest and up front with me. This and the quality of your "bugs" has prompted me to send many others to you.  In my opinion, that is the most important factor in business and the main reason I have kept doing business with your company.  Decent and considerate men and businessmen, like that are few and far between...(.which is why I stay single now..all the good ones are taken!  Your wife is a lucky lady.)

~Oh yeah, I have a lot of new additions to my kingdom coming in this week, so I will be back up to my more frequent and larger orders.  Although, I am still getting mealworms from the group you sent as breeding stock many months ago!!
Take care, I'll be in touch soon,
 
I have had nothing but trouble and broken agreements with the wormman. I was promised I would have my mealies in 2-3 days and never came. So, I emailed them last thursday and was told it would be here friday or saturday, well it is monday and still no worms so I have emailed 2 more times wanting a refund,I posted this on all the worman topics to give you guys a heads up. I am going to give reptilefood.com a try. Sorry Ken you have lost a customer.
-Matt Graybeal
 
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