Complaint Review: Reptile Deopt - Chatsworth California

Quite amazing.....  2 years to reply, and completly generating your own facts.

Customer said he ordered friday, but we dont ship friday for saturday delivery nor do we recommend it as there are often delays with Fedex and if that happens a reattempt cannot be made until monday. Further it cost more $. We charge $34.95 for overnight shipping mon-thurs. We have had the same guarantee for 12 years. You must be home at the time of delivery and you must sign for the package. Neither was true in this case. It resulted in the animals demise. At the time of delivery, no one was home to sign for the package. They claimed there was but did not sign. We enclose an invoice which includes our phone number. It was alleged they died upon arrival, But no one called until the end of the customers work day when he returned home. The excuse we could not call made no sense. It was clear these poor animals were on the door step the entire day until he got home from work subjected the to temps. Even though our policy was clearly violated once there was one home and or no one signed for this package, we offer to replace the animals at cost but shipping must be paid (we do not make money on shipping it is what we pay fedex) even though pursuant to our policy the customer is entitled to nothing. This person believed he was able to violate the policy he agreed to at the time of purchase which most likely caused these animals to die and expected us to pay for his mistake. We work with all customers but this was not reasonable. We have been shipping same way for 12 years and have served 10's of thousands of customers over the years and while we wish we can resolve every issue, we unfortunately cannot. Further our first priority is the animals. Not excuses and it was clear in this case that no one was home and these beautiful frogs were made to suffer on his door step exposed to the elements until he got home from work. Josh, Shipping Manager Reptile Depot

Customer said he ordered friday, but we dont ship friday for saturday delivery nor do we recommend it as there are often delays with Fedex and if that happens a reattempt cannot be made until monday. Further it cost more $. We charge $34.95 for overnight shipping mon-thurs. We have had the same guarantee for 12 years. You must be home at the time of delivery and you must sign for the package. Neither was true in this case. It resulted in the animals demise. At the time of delivery, no one was home to sign for the package. They claimed there was but did not sign. We enclose an invoice which includes our phone number. It was alleged they died upon arrival, But no one called until the end of the customers work day when he returned home. The excuse we could not call made no sense. It was clear these poor animals were on the door step the entire day until he got home from work subjected the to temps. Even though our policy was clearly violated once there was one home and or no one signed for this package, we offer to replace the animals at cost but shipping must be paid (we do not make money on shipping it is what we pay fedex) even though pursuant to our policy the customer is entitled to nothing. This person believed he was able to violate the policy he agreed to at the time of purchase which most likely caused these animals to die and expected us to pay for his mistake. We work with all customers but this was not reasonable. We have been shipping same way for 12 years and have served 10's of thousands of customers over the years and while we wish we can resolve every issue, we unfortunately cannot. Further our first priority is the animals. Not excuses and it was clear in this case that no one was home and these beautiful frogs were made to suffer on his door step exposed to the elements until he got home from work. Josh, Shipping Manager Reptile Depot

Customer said he ordered friday, but we dont ship friday for saturday delivery nor do we recommend it as there are often delays with Fedex and if that happens a reattempt cannot be made until monday. Further it cost more $. We charge $34.95 for overnight shipping mon-thurs. We have had the same guarantee for 12 years. You must be home at the time of delivery and you must sign for the package. Neither was true in this case. It resulted in the animals demise. At the time of delivery, no one was home to sign for the package. They claimed there was but did not sign. We enclose an invoice which includes our phone number. It was alleged they died upon arrival, But no one called until the end of the customers work day when he returned home. The excuse we could not call made no sense. It was clear these poor animals were on the door step the entire day until he got home from work subjected the to temps. Even though our policy was clearly violated once there was one home and or no one signed for this package, we offer to replace the animals at cost but shipping must be paid (we do not make money on shipping it is what we pay fedex) even though pursuant to our policy the customer is entitled to nothing. This person believed he was able to violate the policy he agreed to at the time of purchase which most likely caused these animals to die and expected us to pay for his mistake. We work with all customers but this was not reasonable. We have been shipping same way for 12 years and have served 10's of thousands of customers over the years and while we wish we can resolve every issue, we unfortunately cannot. Further our first priority is the animals. Not excuses and it was clear in this case that no one was home and these beautiful frogs were made to suffer on his door step exposed to the elements until he got home from work. Josh, Shipping Manager Reptile Depot

Customer said he ordered friday, but we dont ship friday for saturday delivery nor do we recommend it as there are often delays with Fedex and if that happens a reattempt cannot be made until monday. Further it cost more $. We charge $34.95 for overnight shipping mon-thurs. We have had the same guarantee for 12 years. You must be home at the time of delivery and you must sign for the package. Neither was true in this case. It resulted in the animals demise. At the time of delivery, no one was home to sign for the package. They claimed there was but did not sign. We enclose an invoice which includes our phone number. It was alleged they died upon arrival, But no one called until the end of the customers work day when he returned home. The excuse we could not call made no sense. It was clear these poor animals were on the door step the entire day until he got home from work subjected the to temps. Even though our policy was clearly violated once there was one home and or no one signed for this package, we offer to replace the animals at cost but shipping must be paid (we do not make money on shipping it is what we pay fedex) even though pursuant to our policy the customer is entitled to nothing. This person believed he was able to violate the policy he agreed to at the time of purchase which most likely caused these animals to die and expected us to pay for his mistake. We work with all customers but this was not reasonable. We have been shipping same way for 12 years and have served 10's of thousands of customers over the years and while we wish we can resolve every issue, we unfortunately cannot. Further our first priority is the animals. Not excuses and it was clear in this case that no one was home and these beautiful frogs were made to suffer on his door step exposed to the elements until he got home from work. Josh, Shipping Manager Reptile Depot