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Re: Pets Warehouse (long reply)

Ed from customer support and I have engaged in a
dialogue cencerning the recent reports of problems
with this supplier. Since he is somehow blocked from
positng here (his words), I thought it would be fair
for you all to see his take on this. It is as follows
in its entirety:

<Actually the plants I received were average to maybe
a bit below
<average, but they'll pull through in my tank. What is
crappy is their
<service! And they're maybe even a bit dishonest.

<Way back in the beginning of April (April 10th to be
exact) I was
<seduced by the huge list of plants for sale on their
web site. I
<ordered 4 types of plants,

<I received my order today, May 15th. It only took
them 4.5 weeks. And
<this is after 6 phone calls. Twice they promised
they'd be shipped on
<a certain date, then nada.

	Mr. Resler’s plant order was received on April 10th,
a day after our 
first
plant shipment in April.  We ship plants twice a
month, usually on the
second and fourth Monday of each month. The web site
specifically 
states
under “Shipping-Aquatic Plants”, “Aquatic plants are
shipped to your 
door
via UPS Next Day Air. The cost of shipping depends
upon the weight of 
the
order.  The plants are imported “Fresh” from our
overseas grower every 
other
week. They are shipped immediately on receipt, usually
every other 
Monday
for arrival Tuesday by 10:30 Am.”

	Mr. Resier’s order was scheduled to be shipped on
April 23rd, the 
first
shipping date after the order was placed. On April
23rd we were 
notified by
our overseas grower that our order would be delay due
to short 
supplies.  On
the same day, we e-mailed Mr. Resler, along with all
of our other plant
customers, that the shipment would be delayed until
May 6th, the date 
that
our order was promised by our supplier. The e-mail
also stated that, 
”Please
note that the minimum cost to ship your order by UPS
Next Day Air will 
be
approximately $21.00.”

	On May 3rd we were notified by our supplier that the
delivery date of 
our
order had been extended to May 14th. On May 3rd,we
immediately e-mailed 
Mr.
Resler that his order, along with all of our other
plant orders, would 
not
be shipped until Monday, May 14th.  The e-mail again
stated that, ”the
minimum UPS Next Day Air delivery charge is
approximately $21.00” It 
also
stated “If you have any questions call Ed.” The e-mail
contained our 
toll
free number.

	Mr. Resler’s order, along with 130+ other orders, was
shipped on 
Monday,
May 14th for arrival Tuesday, May 15th. Mr. Resler
received 100% of his
order. We have had 3 calls relating to the shipment.
In a few cases we 
did
not receive all of the plants a customer ordered.  The
plants were back
ordered and will be shipped on receipt.  Yes, a few of
the plants did 
not
make it (Live Delivery).  We have re-ordered the
plants for the 
customer or
have issued a credit. As of this writing, no one has
called to complain
about the quality of the plants. In fact we have had
several 
complimentary
e-mail.

<There was never a "sorry for the delay" or any sign
whatsoever that I
<was the valued customer and they were the business
providing a product
<that I was paying for.

	I personally handle all of the calls we receive
relating to plant 
orders if
I am available. I always explain the reason for a
delay when they 
happen. I
also remind the customer about the shipping costs and
the fact that each order must be signed for.

<Though I found all of this very annoying, it wasn't
what annoyed me
<the most. On my order confirmation I was quoted a
shipping price of
<$7.50. Nice ... it was one of the selling points for
me. Then the
<order arrived complete with an invoice stating that
shipping was
<$18.50!  When I called them today to straighten this
out, they
<informed me that the original quote was wrong and
that I was stuck
<with the $18.50. Again, no "sorry for the mixup" or
any indication
<that they would fix the problem (with the web site
and order
<confirmation system).

	The cost of shipping is explained on the website and
additionally, Mr.
Resler was notified via e-mail of the approximate
cost.

<Another hassle - their shipments *require* a
signature.

The reason we require that each order be “Signed For”,
is that plants 
cannot
be left out the sun or the cold.  They are fragile and
should be tanked
immediately on receipt for best results. We guarantee
“Live Arrival” 
and
expect that the customer or his or her designee will
be present to 
confirm
the fact that the plants arrived in good order. We
ship plants anywhere 
and
could have easily shipped the order to Mr. Resler’s
place of business 
or to
anyone he designated to receive them and sign for
them.

<The whole organizathion has the feel of someone who
started yesterday
<out of your neighbors garage. It even sounds that way
when you talk to
<them on the phone.

	Petswarehouse.com is the third most visited pet site
on the web.  We 
make
every effort to provide all our customers with quality
products, plants
included, and quality customer service. We apologize
for Mr. Resler’s
problems. We believe we made every effort to keep him
informed of the
progress of his order.

We will take any comments under advisement, and
consider how we may 
improve
our service.

Ed
Customer Support




              PETS WAREHOUSE

For pet owners that are passionate about
the animals they choose to share their lives with!

http://www.petswarehouse.com
mailto: pw at petswarehouse_com
<mailto:pw at petswarehouse_com>

1.800.991.3299



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