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Thread: Grievance w/ cricket supplier

  1. #1
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    Default Grievance w/ cricket supplier

    Below is an excerpt from an email I sent an unnamed cricket supplier. I just need to blow off some steam from some ridiculous business practices.

    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.
    Sincerely yours,
    Harold Chapman
    -Harold
    CC Herps http://www.ccherps.com

    Coming soon...

    www.versatilevivariums.com

  2. #2
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    Sorry that happened I personally use Wormman (hopefully my roaches will start breeding quicker so I can just bypass crickets all together).
    Derek Dunlop
    DDReptiles
    www.DDReptiles.net
    Croc's Rule- Steve Irwin

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    were they coming from southern cali? me and a friend are about to split a orderor more....depending.
    a good friend will bail you out of jail... a true friend will be sitting next to you sayin "boy did we screw up!".
    1.0.0 leopard
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    Quote Originally Posted by djseibert68
    were they coming from southern cali? me and a friend are about to split a orderor more....depending.
    Naw, there were coming from Down south. I do know that Grubco has their crickets sent from LA and all other stuff from OH.
    -Harold
    CC Herps http://www.ccherps.com

    Coming soon...

    www.versatilevivariums.com

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    Quote Originally Posted by DDReptiles
    Sorry that happened I personally use Wormman (hopefully my roaches will start breeding quicker so I can just bypass crickets all together).
    Yeah, I think I'm gonna get a roach colony started too. Thanks for the info.
    -Harold
    CC Herps http://www.ccherps.com

    Coming soon...

    www.versatilevivariums.com

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    Wow amazing letter there Harold!!! So professional and stinging!! I could tell you were steaming mad..... Good luck with the results, hope it turns out for the better!!!!
    Jillie
    3.5.19 Crested Geckos (0.3.15 for sale)
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    Quote Originally Posted by Jillie
    Wow amazing letter there Harold!!! So professional and stinging!! I could tell you were steaming mad..... Good luck with the results, hope it turns out for the better!!!!
    Thanks Jillie. But as of that day, I closed my account with them for good. I'm just waiting around for my last order from them now. Oh what a mess it'll be if this last order never shows up. And I was more than pissed, I was disappointed in the lack of reciprocal loyalty.
    -Harold
    CC Herps http://www.ccherps.com

    Coming soon...

    www.versatilevivariums.com

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    Quote Originally Posted by Jillie
    Wow amazing letter there Harold!!! So professional and stinging!! I could tell you were steaming mad..... Good luck with the results, hope it turns out for the better!!!!


    well said. very good complaint letter.. get a new supplier.. soudns like they suck

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    My head hurts :-s
    -Chao0104-
    0.0.2 Rhacodactylus cilatus
    If life gives you oranges, make orange juice.If life gives you money, buy a crested gecko.

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    I agree that you put that together in a very collected manner =D> . I know how hard it is to keep your cool and sound professional when you're ready for a brawl :wink: . Good luck starting a roach colony .
    -Marina York-


    4.3.1 Rhacodactylus ciliatus
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