Exotic-Pets.co.uk - Feedback Please

[philbaker76]

Originally Posted by Rob Wallace

Yeah mate have put in 3 order enquirys and i get ur automated reply message.

Now you have found my order i would like to know how i can go about cancelling it. They were due in June i think??

Something VERY wrong here; seems e-mail just isn't relible enough to run a business with. We're working on a support ticket/PM type system - so no more e-mail issues in the future.

I'll personally make sure your order is cancelled and refunded Rob.

Yeah, pre-orders have been new for 2008 - been some major teething problems with a couple of the suppliers. BUT; there is a light at the end of the tunnel - we feel we've got it sorted.

[philbaker76]

Originally Posted by Herper666

after ordering twice i found out 2 weeks later that the 'in stock' animals were actually out of stock...

PM me your name or Order Number so I can look into it mate.

We're making some changes, so it's clearer what is on site and what's available to us. Sometimes, our suppliers sell out before we can order your pet.

No excuse for late refund, give me your order number (or PM me your name) and I'll look into it. Cheers, Phil

[Barney_M]

i have recieved the refund. this was late last year(around august) and i dont have the order numbver anymore but one of the orders was for some pygmy chameleon.

i also have a suggestion..... maybe try getting more captive bred animals. I see a lot of animals are wild caught and obviously there are problems with these kind of animals

[philbaker76]

Originally Posted by Herper666

i have recieved the refund. this was late last year(around august) and i dont have the order numbver anymore but one of the orders was for some pygmy chameleon.

i also have a suggestion..... maybe try getting more captive bred animals. I see a lot of animals are wild caught and obviously there are problems with these kind of animals

Would still like to find out what happened with your order (our side) if you PM me your name I can look into it.

Yeah, WC are far from ideal - as more CB stock becomes available to us - more will go on the site. We use the same suppliers as most Pet Shops, we make a point of stating if the stock is WC etc. so you have the choice. Cheers, Phil

[adamntitch]

well there not coming till tomoro theres been a problem at depot karen is not pleased in the slightest and this is completely out of her control just hope there ok they will be here tomoro tho as i said karen did all the calling and was not amused that they are not delivering them today

[philbaker76]

Originally Posted by adamntitch

well there not coming till tomoro theres been a problem at depot karen is not pleased in the slightest and this is completely out of her control just hope there ok they will be here tomoro tho as i said karen did all the calling and was not amused that they are not delivering them today

! Hope they're OK - keep us posted mate. Cheers, Phil

[Rob Wallace]

Originally Posted by philbaker76

Something VERY wrong here; seems e-mail just isn't relible enough to run a business with. We're working on a support ticket/PM type system - so no more e-mail issues in the future.

I'll personally make sure your order is cancelled and refunded Rob.

Yeah, pre-orders have been new for 2008 - been some major teething problems with a couple of the suppliers. BUT; there is a light at the end of the tunnel - we feel we've got it sorted.

Well u get to that light at the end of the tunnel mate and maybe we can do business in the future.

Cheers

Rob

[philbaker76]

Originally Posted by Rob Wallace

Well u get to that light at the end of the tunnel mate and maybe wa can do business in the future.

Hope so mate. Cheers, Phil

[pied pythons]

I've never had anything off you...I did come very close to it once, but luckily (no offence) I read a post on here a while back just before I put in my order and it really put me off.

Not everything can be bad, as we have seen from this thread - there are a number of people who have been really pleased. It would be near on impossible to get every order perfect every time...but it seems there has just been far too much error...and no learning curve from the frequent mistakes.

I too, cannot believe that Karen is not on here herself trying to reclaim a good reputation, assuring people she will provide a better service in the future and listening to peoples feedback herself.

Obviously as her brother you will be defending her to some degree, it's only natural...but I really am lost for words, I can't get my head around the fact that you are doing all this for her.

It comes across as though she really couldn't care less and that you are having to come on and do it yourself because if you don't no one will...and looks as though you are pulling her out of a large hole.

As I say, I have never dealt with the company and don't know your sister, but I do find it a real shame she isn't making the effort to even show her face on here.

You have mentioned a number of times about it being best if you were to do it for her and how she would only have ''even less time'' for the animals and paperwork/orders etc...but my god, she must have a few spare hours every day.

If it were me I would be taking every opportunity to nip on here at at least read the comments, and if I had time to do that I would have the time to reply to some, at the least.

It is absurd to think that she doesn't have any spare time throughout the day, or night to deal with something that could really turn her business around. Surely she sits down for a cup of tea, dinner, supper, breakfast...evenings watching tv or reading etc...

I think it is great that you are making the effort to come on here and try to get things back on track, and it has given me a different perspective of the company, a better one, and I may even be tempted to purchase something from you in the future....but the fact there has been no imput from Karen herself has been rather saddening, and despite your efforts it hasn't convinced me that the drive is there.

Just my opinion.

[philbaker76]

Originally Posted by pied pythons

Not everything can be bad, as we have seen from this thread - there are a number of people who have been really pleased. It would be near on impossible to get every order perfect every time...but it seems there has just been far too much error...and no learning curve from the frequent mistakes.

Hi pied pythons,

It's clear to me, that the main problem we've had has been communication, e-mail in general - all e-mail is replied to; but it's obvious to me (since posting here) that not all e-mail is getting through (our side or customer side).

We get a lot more praise than complaints from customers, many order regular. But, I think as someone else said; one complaint counters ten compliments.

My main concern is the cliam that our stock is of poor health - yeah, hands up the Retic was from us. But I think it's safe to say if we'd realised it was in bad condition he/she would never have been sent out. Our fault, it's not acceptable and the business has potientially suffered as a result.

The only reason we didn't deal with it ASAP, was we didn't know about it - ...until we came across the post.

Karen has since been in-touch with Woodi.

Originally Posted by pied pythons

I too, cannot believe that Karen is not on here herself trying to reclaim a good reputation, assuring people she will provide a better service in the future and listening to peoples feedback herself.

Obviously as her brother you will be defending her to some degree, it's only natural...but I really am lost for words, I can't get my head around the fact that you are doing all this for her.

It comes across as though she really couldn't care less and that you are having to come on and do it yourself because if you don't no one will...and looks as though you are pulling her out of a large hole.

As I say, I have never dealt with the company and don't know your sister, but I do find it a real shame she isn't making the effort to even show her face on here.

Trust me (being her older brother), no-one thinks Karen is a "gump" as much as I do. But, credit where credit is due - she knows her stuff and dedicated to the animals.

Exotic-Pets.co.uk isn't just Karen. She owns the business but other friends and family have invested time and money.

Out of all of us, Karen is the one with the most pet knowledge and does all the day-to-day running and care of the animals on-site. I'm more business/design/devlopment minded ...but there are a group of us involved.

Some of the cliams on the forum are exaggerated; there isn't smoke without fire - but cliams like "9/10 arrive dead" just aren't true. I feel the fact of how busy we are, is testiment to that.

Originally Posted by pied pythons

You have mentioned a number of times about it being best if you were to do it for her and how she would only have ''even less time'' for the animals and paperwork/orders etc...but my god, she must have a few spare hours every day.

If it were me I would be taking every opportunity to nip on here at at least read the comments, and if I had time to do that I would have the time to reply to some, at the least.

It is absurd to think that she doesn't have any spare time throughout the day, or night to deal with something that could really turn her business around. Surely she sits down for a cup of tea, dinner, supper, breakfast...evenings watching tv or reading etc...

She does care mate - too much. And she is reading.

I want her to focus on the site. She doesn't own a TV, she only really reads-up on animals. I've got a thousand and one things for her to do for the site. Please don't under esitimate how many orders are sent out and how much work is involved.

Again, it is my decision to currently keep her off forums and working (not hers).

Originally Posted by pied pythons

I think it is great that you are making the effort to come on here and try to get things back on track, and it has given me a different perspective of the company, a better one, and I may even be tempted to purchase something from you in the future....but the fact there has been no imput from Karen herself has been rather saddening, and despite your efforts it hasn't convinced me that the drive is there.

Just my opinion.

I really do appreciate your feedback mate, thanks for posting.

Reputation is something earned (good or bad) ...no amount of me (or Karen) coming on here saying "we're good, honest" is going to change things.

I'm on here to for feedback - not to tout for new business.
So-far everyone's comments have been dynamite.

If there has been a genuine problem with any of our live stock, I do want to hear about it - publicly or privately; all I need is an order number (or name). Cheers, Phil