To whom it may concern/matter,
Hello my name is Harold Chapman and today might very well be the last time I do business with you guys. As I have been doing for quite some time, today I placed my bi-monthly order for some crickets. On your website, there is a page giving the prices for different amounts and sizes of crickets. Let's keep in mind that I have been a loyal customer for some time now even though I have dealt with multiple shipping issues before that you have since resolved. I have had entire orders arrive to me mostly dead, but I have remained a good customer. I digress, today I wanted to place an order for 1500 3/4" crickets via the website w/ paypal payment. As I went to place the order, I realized that your cart does not allow the option of purchasing 1500 3/4" crickets, even though it lists the price for it on another page. I went ahead and ordered the 1000 3/4" crickets but I left special provisions in the comment field. I stated that I did indeed want 1500 crickets for the advertised price, but alas there was no option in the cart. Obviously, I had nothing to do with this missing option, but it has become my problem. I waited a while after I placed the order and paid for it via paypal, but I got no call. I am a college student, so I went along with my daily activities. When I got out of my last class, I saw I had a voicemail on my phone. I checked it and saw that one of your reps Michelle had called and to call her back as soon as possible as my order may not be filled. I called back as soon as possible only to get Lisa telling me that it was my fault my 1500 order did not go out and that I should've called back sooner. In response, I stated that I do not have the time to wait around all day for customer service to call me back all because someone messed up with a feature on your website. I was then informed that they thought it was best that they had just simply sent out my 1000, since that was what I ordered. So essentially, I got an order on the way that I pointed out in the comments section that I did indeed not want. If I wanted 1000 crickets, I would've simply left the comment field blank as I normally do. Instead, I have an order coming that can't satisfy my need. What makes matters worse is that the best solution Lisa could come up with is that I change suppliers. I was told they don't ship items unless they are paid for. I understand that only to an extent. I am a pretty loyal and regular customer and aforementioned, I have even dealt with the horrors of DHL shipping service, before there was a note on your website of orders not being gaurenteed in my state. I have a problem with the notion of me not being trustworthy enough to be sent the 500 extra crickets I was trying to pay for in the first place. "We don't send out product unless it is paid for first (Lisa)." When I send my payment via paypal, american express or visa, I entrust you not only with my personal information, but also that you will indeed ship the product I paid for. I was told today that my complete order was not shipped because I hadn't paid $4 more for an order that I shoud've been able to place without assistance. Moreover, I am unhappy with the way your service reps handled the situation. I am myself the owner of a few companies, including my own reptile breeding program. The one thing I've learned that is most important with customers, is residual loyalty. I have been "short-changed" of my order just because of $4 bucks even though I have spent hundreds with you in the past. It's not even like I was trying to order a different product, or even a different size of crickets; it was just a larger amount that was offered for a price of $16.49 on your webpage. I fear that because the way this situation was handled, I may have to find another supplier (as Lisa so indifferently stated she would note on my account). Maybe you don't care because I am a "little guy." Maybe it's because as Lisa put it, "We have hundreds of orders and you just had to wait until we got to yours!" But I can tell you one thing, I'm sure customers like me make up a large part of your business. We are the same people that expand our enterprises and become your "big customers." So with that in mind, I sincerely hope this business undergoes a change of attitude, for I fear if word of incidents like this spread and become more frequent, you won't be in business for much longer.