Tom said:I hope they are reading this thread, and I hope they realize the HUGE customer service error they have committed. They should have been apologetic, even if the mistake wasn't theirs. If it WAS their mistake then they would have acted correctly. If it wasn't then YOU, Yvonne, would have felt really bad and they would have gotten some fantastic free advertising and a glowing recommendation from a very influential person with a large audience.
What has happened to common sense in business these days? Phone trees, lawsuit threats, non-returned phone calls or e-mails, lack of attention to detail, total outright complacency... We've all seen these things and worse from SOOOOO many companies out there. I just got off the phone with a company who was supposed to call me back three weeks ago. The reason given for not calling me back was that they have been preparing for a large show. I'm a paying customer with a defective product and all they care about is potential customers at the show.
At least we can send a potent message to these sort of companies with our pocket books.
To turtlestuff.com: What kind of company are you? We, the community of Tortoise forum.org, are generally very willing to forgive and forget, IF the right thing is done. The ball is back in your court, how would you like to proceed?
Well, here I am.
What a kind of a business are we? A small one, but one that has been around for more than a decade. One that goes to great lengths to try to collect native seed for desert tortoises (Gopherus species) and one that keeps excellent records.
This issue of people posting inaccurate things to the Internet about businesses is a real problem.
If a customer does not receive an order we know we have shipped, we ship a replacement order free of charge. We don't even make them jump through hoops unless it is a large order, we just send another.
We keep excellent records-we have a copy of every order (and attempted order) for the past several years.
Had someone simply emailed us asking where the order was-we would have responded, but no one did.
Usually by the time we do respond, the customer has already received the order they are inquiring about. Sometimes mail gets into SPAM folders, and we do our best to keep on top of that-although sometimes, something does slip through the cracks.
We're not out there to rip anyone off-were that the case we'd have been gone long ago. At time when we are out actively collecting seed, yes, orders are often delayed. We cannot be everywhere at once-but then again, we aren't running a 7-11 here. We test sprout, hand collect and hand clean many pounds of organic, desert native seed per year. Our customers understand and appreciate this.
We never threatened to sue Yvonne, never used the words sue, lawsuit, or anything of that nature. We simply stated (exact words) Please be advised that any communication from you (or by anyone else on your behalf) will be forwarded to our attorney
This was stated so that IF things got ugly, someone couldn't come to us later, stating "I didn't know you were going to forward my email."
I'm sorry it had to come to this, however I hope everyone can understand that from our point of view, and having to revisit this same issue over and over again-it gets VERY old. There ARE people using the Internet who have repeatedly done this because they think it's funny. Would you find any humor in it if it were your business?
I hope that people can realize that when they make statements-those statements are damaging-whether made against a business or an individual. If that business deserves it, fine. But if not it really isn't fair, is it?
And NO, we are no way related to turtlesale.com! We have never sold live animals-and never will. We feel adoption is the best way to find a reptilian (or mammalian) friend. Too many animals need homes, and there aren't enough good homes to go around. As a rehabber of more than 20 years, I know that first hand.
As you can see, I am not hiding from this (or any other issue).
I now consider the ball out of our court-and hopefully onto more positive things. Hopefully, one of those things will be that people think twice before posting a public message that literally thousands of other people may read.