Matt @ MG reptiles, you decide...

speedemon · #1 (**permalink**) 05-09-2007, 06:06 PM

The intention of this post is NOT to slander anyone.
I am posting this here and on other forums as well as a service to all in the reptile world to beware and to save a lot of frustration that I and others have gone through.
If you feel the need to respond to this post please do so in a respectful manner to myself and to Matt even if you feel it is undeserved, it will accomplish nothing.

Before I continue I want to say that I have ordered through matt before and although it has always taken a long time for anything to come from him I did receive it and was satisfied with it. However I do not agree with how long it takes him or his lack of communication.

I place an order on Friday the 13th, should have been the first warning to what will come… for a ranco with 6 outlet power strip and power supply pre wired, a simple order and it was on sale $80 shipped.

As usual I got the AUTOMATIC response…

Quote:

From: <matt@mgreptiles.com>
To:
"egoldberg695@comcast.net" <egoldberg695@comcast.net>
Subject: Re: Notification of Payment Received
Date: Friday, April 13, 2007 4:26:09 PM
Hello,
I have received your order, thank you! A “ Delivery Confirmation number” will be sent from paypal when your order ships. The number you receive will not show any transit information as it is not a true tracking number like you would receive from FedEx or the like. Your order will be shipped using USPS Priority mail and goes out the same day or day after you receive the email. Orders are taking about 1-7 days to be shipped depending on the complexity of the order (degree of wiring). Also if you have any questions feel free to email us with any concerns you may have. Thanks again for your business and God Bless,
-Matt Graybeal

So far so good
I waited 2 full weeks and I still got nothing. Like I said above this has been the usual with him before as well so I sent an email as a reminder for it…

Quote:

From: egoldberg695@comcast.net
To:
<matt@mgreptiles.com>
Subject: Re: Notification of Payment Received
Date: Friday, April 27, 2007 2:17:43 PM
hi
I wanted to know if you have shipped this order yet?
thank you
Ezra

I did not get any reply over the weekend, I gave him the benefit of the doubt that he missed the email and sent the same email again….

Quote:

From: egoldberg695@comcast.net
To:
matt@mgreptiles.com
Subject: Re: Notification of Payment Received
Date: Monday, April 30, 2007 1:15:45 PM
hi
I wanted to know if you have shipped this order yet?
thank you
Ezra

That evening I got this email saying it will be shipped…

Quote:

From: "service@paypal.com" <service@paypal.com>
To:
Ezra Goldberg <egoldberg695@comcast.net>
Subject: Your purchase will be shipped by PayPal Shipping with U.S. Postal Service®
Date: Monday, April 30, 2007 6:35:31 PM

Dear ezra goldberg, Your package will be shipped by PayPal Shipping with U.S. Postal Service MG Reptiles used PayPal Shipping with U.S. Postal Service to create a shipping label for your package. You can check the delivery status of your package online at: USPS - Track & Confirm 101128882300890113186

Now up until this point I was fine with everything, even though there is no doubt in my mind that he is wrong for making me push him to send it out, only after two emails more than two weeks later does he send it out.
When I finally receive it I open the box to find a raw ranco unit…
So I go to his site to give him a call and what do I find…his # is no longer on the site, big surprise…
I Google his name and find his #, and a few other posts of unhappy customers that until that moment I have never knew anyone was unhappy.
Now after reading all of those I became very defensive and concerned about his practice and wanted to take no chances and called (left a message) and sent a strong email to him as follows…

Quote:

From: egoldberg695@comcast.net
To:
<matt@mgreptiles.com>
Subject: return
Date: Friday, May 04, 2007 9:55:38 AM
Matt,
I made my order on the 13th of April and i didn't receive it until yesterday.
even though it took so long i stayed patient because you have always came through with my other orders.
But after you making me wait this long and then sending me the wrong item is absolutely unacceptable.
As you can see below i paid for a ranco with the 6 outlet power strip, just like the 2 i ordered before this one, all i got was a raw ranco.
You will send me via ups with a tracking # (not usps) the ranco unit with the power cable and the power strip wired to it with a pre paid ups return label and i will send back the one i just got.
I left a message on your machine even though, not surprising with everything i am reading about you on the web forums, you pulled your # from your site, that’s what google is for... and am now leaving you an email. i expect you to get back to me today about this matter. I do not want to have to call my credit card company and get them involved, but i certainly will.
Ezra

The fact that he just threw the raw ranco unit in the box was a real sign that he does not run a business the right way, he could have thrown the same thing in the box the day I made the order, I would understand if he had to wire it and it took two weeks but just to throw the thing in a box takes two weeks!!!

Any who I ramble…

His response was…

Quote:

From: <matt@mgreptiles.com>
To:
egoldberg695@comcast.net
Subject: Re: return
Date: Friday, May 04, 2007 11:26:56 AM
Why in the world woudl you email me asking like a fool and then want me to return something? If you want to return it for inspection then thats fine. When I get your return I will send you the correct item and refund the shipping to me.. Good day!
-Matt

Ok so he called me a fool, I have been called worse before but it is not the response I would get from any business that has some class to them…

At this point the has shown his true colors to me and I call my CC company to see what the correct action on my part should be, they say he is a “jerk” and I should send it back with a confirmation # so it can be proved he got it and they will dispute the charge refund me for the unit and my shipping costs INCLUDING gas to get to and from the post office, talk about good costumer service…
I tell them to hold off on the dispute I will send it back and see if he fixes the situation.
They tell me that’s fine for me to do but that I am going above and beyond what I need to do. I say that’s fine bec that is what I would want someone to do for me.

So I respond to matt with this email…

Quote:

From: egoldberg695@comcast.net
To:
<matt@mgreptiles.com>
Subject: Re: return
Date: Friday, May 04, 2007 12:23:03 PM
The only one being foolish is you for running a business this way.
I have just got off the phone with visa and am ready to dispute the charge. Before i do i will give you a chance to make things right.
Send a mailing address for me to ship this back. I have waited long enough already so do not delay anymore. As soon as you receive it send the correct one out immediately. You will refund me my shipping charges to get this out to you.
It is a shame you have acted this way, for a small business where the internet is how you get known you should be more careful on how you treat your customers. The internet will make or break you.
Ezra

I think this was a fair email and expect an address and maybe even an apology…
This is what I get from him…

Quote:

From: <matt@mgreptiles.com>
To:
egoldberg695@comcast.net
Subject: Re: return
Date: Friday, May 04, 2007 12:33:24 PM
I simply dont care about this business.. I have 3 others that are brick and morter, dont have to worry about all the uneducated people in the reptile world.. I will send the correct one out to you and refund your shipping as I stated in the last email.. I guess you wanted to feel powerful by repeating what I just said.. Call your CC company I dont give a darn!

I literally yelled for my wife to come take a look at what this guy just wrote to me, I was in absolute shock…

Less than a min later he decided to send me his shipping address, a post box no less…

Quote:

From: <matt@mgreptiles.com>
To:
egoldberg695@comcast.net
Subject: Re: return
Date: Friday, May 04, 2007 12:33:49 PM
MGR
PO Box 132
Peytona, WV 25154

I am a forgiving person and although what he sent is out of line I just ignore it.
I box up the item the same day (Friday the 4th and ship it out)
I check the tracking # (7005 1820 0002 6577 3210)
According to the site it arrived at his post office
I send him an email letting him, I would love it if someone did that for me…

Quote:

From: egoldberg695@comcast.net
To:
<matt@mgreptiles.com>
Subject: Re: return
Date: Tuesday, May 08, 2007 12:45:59 PM
it arrived yesterday at your post office.
let me know when you send out the new one.
Ezra

I don’t get a response, so I send another email today…

Quote:

From: egoldberg695@comcast.net
To:
<matt@mgreptiles.com>
Subject: return
Date: Wednesday, May 09, 2007 11:32:45 AM
I am just checking on an update of my return.
the returned item got to you on the 7th.
let me know when you send the new unit out.
Ezra

I have not heard a response yet from him and I am still hopeful that he will respond and make good with my order.
Like I said when I begin this is not to slander him just to warn others how he feels about his business and I quote

Quote:

“I simply dont care about this business”

and how he treats his paying customers…
Well there you have it I will update this when I have something to update…

SoberGuy · #2 (**permalink**) 05-09-2007, 06:13 PM

Wow, sorry you had to go through an ordeal like that. Thanks for giving a heads up, though. I had his site bookmarked so I can pick up some new 'stats and what not when the time comes. But, I won't buy from anyone who doesn't care about their business. That's a shame, really. :shakeshead:

amercnwmn · #3 (**permalink**) 05-09-2007, 06:18 PM

That's so weird, I had heard good things about him, even a local guy I know ordered his stat from MG with no problems.
Sorry you are having a tough run of it with him.

speedemon · #4 (**permalink**) 05-09-2007, 06:19 PM

Quote:

Originally Posted by SoberGuy

Wow, sorry you had to go through an ordeal like that. Thanks for giving a heads up, though. I had his site bookmarked so I can pick up some new 'stats and what not when the time comes. But, I won't buy from anyone who doesn't care about their business. That's a shame, really. :shakeshead:

it really is a shame, i run my own business and understand sometimes there are hard times and mistakes happen but how could you tell a customer that you dont care...

k0rneliuz · #5 (**permalink**) 05-09-2007, 07:34 PM

wow. noted. thanks

Adrya · #6 (**permalink**) 05-09-2007, 07:42 PM

I ordered my albino boa from him last year. Granted, I sent him a check and it took 30 days to clear, but once it did he sent me the snake promptly, packaged well. That was the only business I have made with him, though. I have not ordered any supplies.

B25Wolfpack · #7 (**permalink**) 05-09-2007, 07:57 PM

WOW! Thats alot of stuff you have done to make it easy for him. And you still have problems. WOW!!

Smits · #8 (**permalink**) 05-09-2007, 08:20 PM

I order from him from time to time. I actually just bought another thermostat from him about 1.5 months ago. And it just showed up last week. It does take him a long to ship, but other than waiting i've had no problems with him. I do understand your side though. So I guess I am neutral

speedemon · #9 (**permalink**) 05-09-2007, 08:28 PM

as an update...
he left a reply on my paypal claim saying...
From Seller: MG Reptiles on 5/9/2007 12:22 PDT

Sir I havent received the package yet! When I go to the post office I will let you know if I recive it and yes I am going to send you the correct item if it was indeed our error.

hopefully everything will work out.
either way i learnt my lesson.

k0rneliuz · #10 (**permalink**) 05-09-2007, 08:58 PM

Quote:

Originally Posted by speedemon

either way i learnt my lesson.

lesson is never to purchase from people with a /baaaaad/ website

RevMojo · #11 (**permalink**) 05-09-2007, 09:22 PM

Dispute it on your credit card anyway, see how much he cares. If he cares so little, it's probably not worth the trouble to him to go through the effort to prove you received the correct merchandise, and you end up getting it for free.

Note: While not entirely ethical, this works with a number of businesses. I used to work resolving chargebacks, and frankly, there is a dollar amount out there (it differs by industry) that's just not worth the manpower dollars to fight.

speedemon · #12 (**permalink**) 05-09-2007, 09:25 PM

another update...

i check my email and find this...

Quote:

From: <matt@mgreptiles.com>
To:
egoldberg695@comcast.net
Subject: Re: return
Date: Wednesday, May 09, 2007 4:05:35 PM
I will not be sending a new unit out until you cose the fraulent clim with paypal!!!! Ill give you 24 hours and then I will refuse the package at the PO

i really dont understand him at all...
my reply...

Quote:

From: egoldberg695@comcast.net
To:
<matt@mgreptiles.com>
Subject: Re: return
Date: Wednesday, May 09, 2007 4:22:26 PM
Matt why cant you be reasonable?
i just want what i ordered, how can i trust you when you tell me that you don't care about your own business?
i have nothing to gain with making a claim with paypal, how do i know you will send anything out to me?
please don't threaten me by saying you will refuse it...if you do you are still responsible according to paypal and my credit card company...
i have done nothing wrong to you, i have paid YOU, I OWE YOU NOTHING!
You owe me what i ordered.
when i received my unit and it is what i ordered i will close the paypal claim. there is 20 days left, that is plenty of time for you to have the correct unit shipped to me. if i don't get it before the 20 days i will file a dispute.
please explain to me why this is a prob.
Ezra

B25Wolfpack · #13 (**permalink**) 05-09-2007, 09:26 PM

Alot of the smaller online guys wait to get enough orders from people and then they place a large order with a big company to get discounts. that might be the long wait with some people.

speedemon · #14 (**permalink**) 05-09-2007, 09:32 PM

Quote:

Originally Posted by thomasboxertko

Alot of the smaller online guys wait to get enough orders from people and then they place a large order with a big company to get discounts. that might be the long wait with some people.

thats true and is fine but...
1) dont say you will ship it out within a certain amount of time if you wont...
2) there is no need to have attitude with the customer bec they want what they paid for...

RevMojo · #15 (**permalink**) 05-09-2007, 09:34 PM

Just for good measure, file complaints with the BBB, and both your and his state Attorney General's Office Bureau of Consumer Affairs. The BBB is relatively toothless, as far as consumer protection goes, but the AGO can get stuff done.

B25Wolfpack · #16 (**permalink**) 05-09-2007, 09:48 PM

Quote:

Originally Posted by speedemon

thats true and is fine but...
1) dont say you will ship it out within a certain amount of time if you wont...
2) there is no need to have attitude with the customer bec they want what they paid for...

Oh i agree with you there i was just saying what some people do.

TongueFlick · #17 (**permalink**) 05-09-2007, 09:59 PM

Well, that was uncalled for. Seems like everyone already gave you the advice I was going to, so I just hope every thing will work out in the end.

speedemon · #18 (**permalink**) 05-09-2007, 10:00 PM

another email from him...

Quote:

From: <matt@mgreptiles.com>
To:
egoldberg695@comcast.net
Subject: Re: return
Date: Wednesday, May 09, 2007 4:36:17 PM
So you want me to trust you but you dont want to trust me..lo//, ok that souinds great yes sir lets do that. Paypal hold the money when you file a dispute so I do not ship until I have access to the money.. I told you I would ship you the correct item and then you wanted to be the big man and filed a dispute.. I cannot and will not ship anything to you until that dispute is closed and I have the moeny in my account. I will not let another customewr take advantage of me I would rater be caught on fire! Close the dispute and you WILL have your stat to you.. If not I will just file the claim myelf and refuse your package!
-matt

my reply..

Quote:

From: egoldberg695@comcast.net
To:
<matt@mgreptiles.com>
Subject: Re: return
Date: Wednesday, May 09, 2007 4:58:27 PM
yes i do want you to trust me. i gave you no reason not to.
you still have my money and i was able to ship it to you...and i still have nothing!
if after you send out the correct item and i get it, and if i still haven't closed the dispute, which i will, then you can open your own dispute with me...
below is from the paypal site. i will not change anything until i have received the new unit, this is my right, and it is your obligation to send me the new one before i do close it.
i have a feeling that if this escalated to a claim that paypal will side with me...what do you think?
i don't know what else to say to you Matt i have done everything that i can i tried to call, email you and i get no response from you.
if you had responded to me before i made the dispute it would not have been made.
if you still decide to refuse the item it is your responsibility not mine, i have proof with the tracking # that i did my job, thats all paypal said i had to do.
it doesn't make sense for you to refuse it... either way at that point i will get my money back or you will accept it and send me the right one...its your choice now.
Ezra

From the paypal site;
When should I close this dispute?

Wait until you are 100% satisfied that the dispute is fully resolved before closing the dispute. A closed dispute cannot be re-opened or escalated to a PayPal claim, so before you close your dispute you should ensure that your concerns have been fully addressed. For example, if the seller is going to provide a refund, make sure that the funds are in your account before closing the dispute. Likewise, if the seller is going to send a replacement item, don’t close the dispute until you have received it.

Remember, a dispute will automatically close 20 days after the date it was opened. You should escalate a dispute to a claim if you haven’t fully resolved the issue within 20 days.

My seller and I cannot agree on a resolution. What can we do?

Both you and the seller have the opti on of escalating your dispute to a claim with PayPal. If you escalate the dispute you are asking PayPal to decide the case for you.

This is best viewed as a last resort, and is usually the desirable option only when you are unable to resolve the dispute directly or if the seller chooses not to communicate.

sorry it is so long but he is tryin to get me to close it so i cant reopen it and make the dispute...how low is he going to go...

B25Wolfpack · #19 (**permalink**) 05-09-2007, 10:11 PM

i would just dispute it and get it over with. Order from Big Apple or the bean farm.

amercnwmn · #20 (**permalink**) 05-09-2007, 10:18 PM

Yeah from what I'm seeing so far from his correspondence he's not exactly cooperating much. I mean, it should have been shipped as soon as he got the money, and he shouldn't have waited so long to fix his mistake.
I think I would dispute it and take my money elsewhere.

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