I shipped the wrong reptile to a customer - it ended badly

[@GoHerping]

ooopsie... what do you think? were one of us in the wrong, maybe even both or neither? The first 1,000 people to use this link will get a 1 month free trial of Skillshare: skl.sh/goherping10211

[@Asura_Kishin]

EScales for sure. But she did escalate that fast asf

[@lowkey-y]

They are definitely in the wrong for their attitude and behaviour, MISTAKES HAPPEN. People need to understand that especially with live animals its much more complicated.

[@hazelgrunts]

Both were in the wrong

[@desirree201]

I think it's a bit of a grey area here. I'd say ES should take the majority of blame in the situation, but more of "it's an honest mistake on our end. We'll remedy the situation." As such, the client was in their right to expect a bit more attention from customer support regarding their issue, seeing as how it was a fairly significant error, even if not as urgent as a sick animal. I can understand the clients viewpoint & frustration with the situation entirely. Could it have been handled better by both parties? Absolutely. Still, I think ES should hold about 70% of the blame here & the client 30%.

[@mizund5139]

Although it was a mistake on Emerald Scales end. You guys offered different options in order to get the gecko to the rightful owner and the buyer did not comply. Therefore, I believe that most of the fault is on the buyer's end, especially how they handled the situation.

[@alexandrapetteys287]

One of the very few things that get me heated nowadays is when people treat small businesses like amazon prime. There is no warehouse, no massive teams, no giant customer service call centers. Just a handful of passionate people who have schedules and errands just like the rest of us. Expect a long wait time or prepare to be blacklisted. The more you send bs to their inbox, the longer the wait time is for another considerate customer as they take time to manage you.

[@HypnoticHydronic]

EXACTLY!!

[@sneersh9107]

Yup, we live in a world so full of instant gratification that many people expect it and get angry when they don't get it. People need to realize that small businesses aren't capable of doing everything instantaneously, but generally there is a lot more effort and passion put into their work

[@Serpenzeye]

@@sneersh9107 👐 YES!

[@sventer198]

Totally agree. It is the fact that the small businesses are HUMAN that makes me support the, being human means sometimes making mistakes, but their response to that was absolutely correct.

[@rikavanderhofstad]

i even expect the big boys to need some time in some cases. people still have to do their job. and if they suddenly got work for 3 while they got 2 people. yeee that wont be fun.

[@brianna5257]

Honestly it sounds to me like they just really liked the animal they received and didn't want to give it back. So they needed to justify keeping it by blaming you. Absolutely ridiculous

[@hexbunn]

I feel like it would be hard not to like an animal you've been with for a week or more and have been caring for, I know if i got the 'wrong pet' I wouldn't want to give them up after

[@anotherhuman3866]

@@hexbunn yeah that's fair but surely you would look at it as not yours at that point. I've taken care of many animals that werent mine. I took someones cockatiel and got him hand tame because he was angry and afraid and he was very sweet but I didnt say no you cant have him back because I've had him for like 3 months, even though I loved him and he was very sweet I knew I had to give him back yknow

[@brianna5257]

I think it's totally understandable to get attached. What isn't understandable is finding a deceptive way to keep it when you know it isn't yours. Foster families get attached all the time but they know it isn't their pet and they let them go. 3 days isn't an insane amount of time to wait and I don't think it was their right to take someone else's animal.

[@anotherhuman3866]

@@brianna5257 I 100% agree, that's literally supposed to be someone else's pet, I would be devastated if I was the other person. Also hen you said foster families get attatched to their pets I thought you meant like foster parents with a human child and I was so confused lmao

[@phoebezhang1190]

The animal sounds lovely, and I'm sure most people would've loved to keep that crestie, but what's absurd is that the person decided to want to keep both the animal that she bought, and the animal that was accidentally sent to her. Like someone paid for that other animal before you, just because a mistake like this happened, does NOT mean you get to keep that animal now. People like this are just ... ugh.

[@dancingoctopus9888]

Ironic that they decided not to “blast you over social media” just for you to turn around and be completely transparent with your following and have most of us on your side.

[@SwimmingInSunlight]

Especially since it turns out they had written a scathing review after all 😂

[@lauradon8603]

And then they went and blasted them on social media anyway.

[@Nightfoxmoon]

I wish it was common businesses practice to decline rude and unreasonable customers. Maybe they'd finally learn life skills that should've been taught to them as kids

[@GoHerping]

I think more would if they could, but it really requires having a lot of demand and being able to charge more

[@itspikachutime5624]

I feel bad for the person who didn’t get the gecko because this girl decided “eh y’all messed up so mine now, sucks for the other guy”

[@audreysark]

I'm a tortoise & not a lizard person (haha, like the Queen of England) but it sounds like the other person got a morph, which are "fancy," right? So maybe they were pleased?

[@301siah4]

@@audreysark they were both the same morph that’s how they got mixed up

[@ashleydalton2212]

@@audreysark They were both the same morph, but one was a juvenile with a tail and the other was an adult without a tail which she originally bought the adult without a tail but recieved a juvenile with a tail so she actually got a better deal by keeping the one she got

[@Serpenzeye]

Hands down, that’s exactly what happened! She just smokescreened and dragged it out, but that’s exactly what her plan was, as you so eloquently put it, “Eh ya’ll messed up so mine now, sucks for the other guy.” How can she possibly be shocked that she was blacklisted? And then, clearly tried to get around the blacklist, even though she vowed to never do business with them again

[@Timbobjr]

That's a lot better than what I had thought. I thought that the gecko had died, so they instead made up a story about them falling in love with it because obviously they couldn't send him back a dead gecko. 🤷

[@SwampRobin]

Okay, but in the last emails unrelated to the mistake, they were basically saying “rescues and rescuers don’t deserve to make a profit, they should use all of their own personal funds to rehabilitate animals” I hope they hear themselves

[@c.a.fontaine1074]

That kind of thinking is ridiculous, animal rescues are still a business and need to pay their employees. If all rescues were run with by people with out of pocket funds alot less animals would be saved.

[@temporarilynobody4572]

That’s cause the last emails weren’t part of the same thread about the mistake…It was just a separate email thread he had with the person.

[@SwimmingInSunlight]

I hope the bad buyer still keeps up with the videos and sees everyone calling them an asshole 😂

[@themurrrr]

🤣🤣🤣 THIS

[@apss5736]

I am the buyer and i am so offended by this video . My gecko is doing well in my care and i will never buy from your website ever. have a nice day my good sir.

[@wrendrawsstuff6403]

@@apss5736 😂 😂 no you’re not, buddy

[@apss5736]

preposterous i have personally named that gecko cheeseball. jk but you never know. lmao it would be so ironic if cheeseball was actually the geckos name

[@wrendrawsstuff6403]

@@apss5736 Cheeseball is a glorious name, I’m proud of you for thinking of it

[@melissao643]

Crazy thought: if you don't like the price, buy from somewhere else 🤯

[@mcrmaria1234]

The fact that they had to compare their opinion on pricing to r**e says A LOT about them as a person

[@morganelizabeth4033]

^^^ exactly what I was thinking. So gross

[@plantlover6392]

THIS..

[@high-bi-password]

YEAH. Bonus points if the client is male or male-identifying 🙄

[@Chedarella]

@@high-bi-password i don't think it makes any difference-

[@xantormp]

@@high-bi-password Ayo sexist in da chat?1?!!?!/?!?!?!?!?! 💀

[@sweatybetty459]

I would rather pet prices would be "expensive", so they go to a good home, than the alternative of some one who has no idea of how to properly care for the animal, or even wants to learn. Personally, I see nothing wrong with the $240 and up price. It kind of ensures that the animal is going to a home that will actually care for it.

[@mizund5139]

Right they state that the animal is common so therefore it should be less even though traditional pets like cats and dogs that are much more common still cost the same amount or even more to adopt from a shelter.

[@Loviekinz]

Not everyone is okay being ripped off. I see "breeders" selling Crested Geckos for hundreds of dollars, I can't tell any difference between them or my $60 petstore Crested Gecko. My last Crested Gecko was free from a pet store, they couldn't sell it so they put it for "adoption". Yes the "free" ones scared me as they could go to a bad home with people who don't know their care, but at the same time I do know how to take care of them and aren't paying a fortune for one. Greed is a thing.

[@littlelagoons]

@@Loviekinz the difference here is that Emerald Scales doesn't mass breed animals, they don't even just rehome animals, they rehabilitate them. That takes a lot of time, care, and money. A couple hundred bucks for an animal that has been nursed back to health is not unreasonable.

[@technicaldifficulties368]

They would have to stop if they couldn't recoup their money. It costs money and time to nurse an animal back to health

[@rockm9222]

It’s crazy how we believe that people with money are automatically good.

[@lettuceforlife4827]

I’m a bartender at a restaurant and when I say that people like this are common. … mistakes happen. Even when things get worked out they will never be happy. I’ve torn myself apart for overcharging on accident and always tell the person and get it fixed. Even when it’s fixed they’re still pissed. When it comes to money people are weird. It gets scary fast. People can get so aggressive with little mistakes even. A guy wanted rice and beans but got a dish that didn’t come with it. He just yelled at me and when I tried to explain that to him he refused to eat any of it, didn’t want us to grab him anything from the back (it’s such an easy fix and this dick should’ve read the menu or asked) but he went fucking off. It was terrifying. People can be awful about this kind of shit. It’s like they forget that the other person they’re talking to is human. Mistakes happen.

[@Archivun]

I feel bad for you that something lime that happened but the thing is no matter how good in life you are, there will always be people like him. You gotta learn not to give a fck when it happens, like you said it's not the end of the world, so when they over react, just act like you care but don't give a single f. Believe me you will be more happy in life this way

[@Mina9.5]

Agreed I work at a restaurant too and had a lady come in automatically in a nasty attitude yelling at my server saying the music is too loud she can't even order but wants hummas!! They ordered one plate between the two which had a side of hummas with it when I brought it out she got mad yelling where's her hummas she ordered and paid for I told her she wasn't charged for anything regarding hummas and if she's referring to our hummas and pita plate she didn't listen just kept yelling hummas at me I came back with two sauce cups of hummas for her she still wasn't happy. She went over and yelled at my server more saying she paid for it and didnt get it. Then wrote a review throwing low blows on my looks and saying the server had an fuck you attitude while I was literally behind her watching her yell and didn't get her hummas she "paid for". Some people are insanely ridiculous. 🤦🏻‍♀️

[@princessaur]

There really are some people who act like customer service workers are just NPCs in some boring video game. It's gross. I try to be as nice to them as possible, because I know they've probably already dealt with some bullsh*t that day.

[@torithibs]

Money and food can cause so much anger

[@Aidenfirewing3470]

Overcharging can sometimes take a few days to correct, which can throw off a tight budget. Still, one has to consider the time and energy put into yelling about it. Is it really worth going off on some service person who made a mistake, and is doing their best to fix it? That's the thing people like this don't consider. It's so not worth getting worked up over some beans or w/e. Or that making a scene only slows down the process of correcting the situation.

[@superdol18]

There's two scenarios for this: 1) they magically fall in love with the wrong gecko and refused to gave them up, hence the tantrum Or 2) the gecko died in their care and theyre afraid to take responsibility, hence the fake tantrum

[@Thurston86]

I never even considered that the gecko might have died! I assumed the buyer became attached and/or wanted both geckos without paying for both. But you’re absolutely right. Are we even sure the gecko was alive at the time of the last email?

[@getgle]

O_O

[@atticacouch]

Not working with clients that u don’t like is something I’ve been learning with grooming dogs. I’ve been learning it the hard way

[@sillystrawberry3557]

Exactly- it’s the same in the art world- don’t work with clients who are assholes.

[@Temperdoodle]

Grooming customers can be some of the worst too. In all my years of customer service, my worst customers all came from two years of grooming

[@desertdragonworksaz]

@@sillystrawberry3557 so true! I'm an artist... so I really get that things take time, but what drives me nuts is when I, myself, commission a piece of art, and they promise '2 more weeks' until it's been 10 months, then when you call them out - they block you and take your money. That's happened to me twice. I would never, EVER take someone's money and not give them anything. I just don't understand people who think that's OK. Seems like my generation (I am 56) raised too many entitled brats. :/

[@myserinity4779]

As someone who groomed for 10 years, it always seemed like some of the craziest people I ever worked with were during that time. I do miss it though as I'm physically unable to anymore. My loyal adored clients always made up for those crazy ones 🐕🥰 but on topic, yes learning there are some people you will never please no matter what, its important to just let them go for your own sanity..and it usually only takes 1 time to learn who they are.

[@KassandraQuiseng]

Damn that was a super quick turn. Sure you guys made the mistake first, but the customer was so uncompromising. There were plenty of ways to solve this and they refused to consider any option. The “I can’t trust you with this gecko!” is so ??? Just very odd behavior.

[@jordanmadsen5191]

right?! especially when they also said the gecko they got was "exactly as described" and that they loved it so much

[@donnavanderzijden2185]

Yeah, they were like "you did nothing to solve this" and that it was all way too late. But ES immedialety offered to send a shipping label free of charge so the issue could be resoveld. They refused to do that because they we're uncomfortable with more shipping and then offered to just exchange animals, cuz it would make them feel better. When that didn't work out and the reply was too slow, it was all suddenly ES fault and not at all handled

[@stepha_F]

I enjoy listening to your business’s tea lol I hope that weird customer that decided to keep the wrong gecko feels so much embarrassment knowing that this story was about them

[@stacy4436]

Lol. I hate these kinds of people. I work retail and the lack of patience people have is astounding. I mean, I’m glad the animal is well cared for but this lady needs to learn how to be that kind to humans.

[@calamity0.o]

I still remember the guy who threatened to get his lawyer to sue my retail because a clearance tag wasn't completely removed on a shelf that was just redone with TV stands and a stand had mysteriously slid over to that previously empty spot from the stands next to it...

[@jenbunnydrawsyt8064]

I completely understand where you're coming from I may not sell reptiles but as a artist who makes commissions I understand and I wish more people talked about just not working with some clients

[@GoHerping]

From what I hear it's even harder to deal with when the service is subjective. Like, shipping a reptile is pretty binary - either it arrives or doesn't. But whether a service like piece of art is done/incomplete is up to the individual

[@dogandcat3672]

@@GoHerping Agreed but also 69 likes, nice. Srry just had to say.

[@AzazelGrimshadow]

I ruined the 69. Hehe

[@briannelson3830]

Now 96 likes I won’t mess it up

[@katiebug4105]

@@GoHerping I do free art commissions every once and awhile. FREE. and people still find things to get heated about. a lot are lovely and stoked to get free art but some people treat me like they're paying me. and even if they were paying me, that's not a good way to treat someone :(

[@Wanna_Be_Desu]

Feels like that person just wanted to provoke you more then anything. Especially with "calling the police" and "don't use my name in your vids", it's very telling. Your approach was very much justified, mature and professional. I've used to be freelance artist, people can be bizarre and act wired out of nowhere, gotta keep your head cool and collected.

[@AverytheCubanAmerican]

"You can die!" - GoHerping says, enthusiastically

[@GoHerping]

:D

[@Krookid.mp3]

GoHerping says *calmly*

[@AnastasiaPlantlegs]

A GoHerping(tm) endorsed comment

[@hahanope3197]

I can't wait for their petty response. They sound like a person who loves to be the center of attention.

[@Lue-rd2lb]

Uuuh no. I think it’s completely acceptable to be honest, stop brownnosing him, emerald fucked up. ‘Centre of attention’ like lol, they didn’t know they’d end up in a video, they weren’t even getting replies from the company more than once a day.

[@mithrilknightx4681]

Spotted

[@homeslice6064]

@@Lue-rd2lb The buyer was being petty. 3 days for a response is not that long if you understand that the business was still trying to develop. ES did need improvement regarding customer service, but even after apologizing, the buyer didn’t seem to care and just kept insulting the business. So, maybe the buyer doesn’t want to be the center of attention, but they sure aren’t acting mature.

[@sillyguy94]

@@Lue-rd2lb Alt account 🤔🤔

[@SohiHien]

@@Lue-rd2lb Lots of businesses have a 2-5 business day turn around to reply to customer support emails. ES had already been in contact with the buyer so longer wait times could be expected as ES was trying to find a way to collect the gecko since the buyer refused to ship it back. If the buyer would have just shipped it back then this entire thing could have been avoided but they refused, then got mad when it took too long to try and figure out an alternate method and proceeded to bad mouth the company and keep the gecko.

[@dababy7002]

Everything was done to try and fix it and the customer was not helpful. Terrible customer.

[@revienknight1164]

ES was only in the wrong up until the point that the customer blatantly refused to send the gecko back when given a return label. The entire situation would have been resolved in that single e-mail.

[@margaretwilson8736]

Exactly, right? It could have been easy breezy. They probably could have requested a refund on shipping or some money to drive the animal somewhere. But no, uno reverse card for days.

[@GoHerping]

captions will be added by tomorrow

[@classicbricks3262]

Just got a Ball Python! Couldn't have done it without your vids Thank you!!

[@commanderpinkie7617]

Thank you, I deeply appreciate the captions.

[@Wanna_Be_Desu]

I need to wait for something? Can't believe how unprofessional this is, mb if you couldn't supply them in time you shouldn't even make youtube videos. Unsubscribed and if I see you reply to me I'm calling KZbin Police. Also don't use my username to make a funny youtube video. Please.

[@beanwater4830]

@@Wanna_Be_Desu a video about you is already in the works

[@harvzzxd7769]

Do you ship worldwide? Love your vids man

[@carrieseymour5197]

"The customer is always right" gets taken massively out of its original context. It's supposed to mean "sell what they want to buy, not what you think they should want."

[@GoHerping]

ohhhhh. I actually didn't know that lol

[@carrieseymour5197]

@@GoHerping I mean, it doesn't really mean that any more. It means what it's used to mean. But I am given to understand that was the original intent, which makes considerably more sense than the modern usage.

[@AVspectre]

I believe the original expression in full was “The customer is always right IN MATTERS OF TASTE”. Like the other commenter mentioned, if they insist they want an outfit that obviously clashes - so be it.

[@russv4753]

To be completely honest some people are just impatient and expect fast responses. They could use some patience and understanding. I'm glad you're all doing well and keep up the great work!

[@DaneH64]

Fr, I laughed when they were outraged with a 3 day response time, I have had many situations where I have had over 3 week response times with many companies

[@SwimmingInSunlight]

After 3 days I think it's time to send a follow-up email, not be filing PayPal claims 😂

[@themurrrr]

Mistakes happen in every company, both small and big. You learn, you grow and you try to handle it appropriately. This person is the type to leave horrendous yelp reviews on any business for any slight. Entitlement 100

[@scarletwinter9311]

I feel bad for the other buyer. The one who is trying to keep their animal is real messed up.

[@rambunctiousraptor]

Same here, glad it all worked out but still.

[@lizziefirkey6385]

Good lord. That customer was ridiculous. ES tried to solve the issue in multiple different ways. Honestly, it feels like the customer was being difficult on purpose to try and keep the Crestie. The threat to call the police was especially silly since you probably could have contacted the authorities yourself to facilitate the hand off since the customer was being combative and using threats.

[@Rryan8065]

@Ik she was sent the wrong gecko, then refused to give it back, or let the other person come get it. AFTER they complained about getting it. Then tried to get both geckos. Then complained about being banned. Doesn’t matter how attached she was, she was in the wrong.

[@kaylae9242]

ok this person is really uncompromising. mistakes happen, and yea it's Emerald Scales' fault, but the customer should not have handled the situation this way imo. idk. maybe if they had a phone number to call at first instead of emailing the communication wouldve been smoother

[@GoHerping]

When we first launched, we had phone support which was actually just the co-creator's cell phone... the most random calls would come in at the most random times so i def have a lot to learn before launching phone support again lol

[@technicaldifficulties368]

I will agree that 3 days is long to wait for a response. At the same time when you know it's a business without a storefront longer response times are a thing. Private rescues can take days to respond to messages.

[@jackimatamoros7098]

@@GoHerping the Healthcare company I work for uses the technology by 8x8. It's an app to your phone that the business number comes to. You set the parameters of who, when, what (voicemail), and can text from the number. I'd recommend that as a starting point.

[@AmayaHinageshi]

"I'm not doing business with you again." "Okay so we're basically going to cement that decision on our end as well." *surprised pikachu face*

[@tinksmith4964]

I work in retail and have never understood why people complain about prices, if you don't like it just... Go? If a price is wrong fair enough but if you can get a better price BE MY GUEST BYE

[@TurtwigGirl]

As an addendum, also don't complain about the prices as if the random retail worker can lower them for you. Like, no - me, the minimum-wage worker, cannot 'give you a deal'.

[@themurrrr]

This person you had contact with sounds extremely entitled. Looks like once she/he fell in love with the gecko, she/he was just LOOKING for an excuse to keep him. Calling the cops cuz she/he thinks you will come over to their house…. Wtf. Sounds like coming over is she’s/he’s projecting cuz it may be something SHE/HE would do

[@themurrrr]

@@loli_cvnt5622 I was tired. I actually used she, then thought I should add the he…. Too tired to realize I could have used they.

[@temporarilynobody4572]

Lmfao me in my head be like “she slash he” whilst I’m reading lol

[@themurrrr]

@@temporarilynobody4572 SAME! I dunno what was wrong with my brain that day. Language malfunction.

[@abberistired]

they seemed pretty polite over all in the first few messages but I agree with some of the other comments that it seemed like they fell in love with what they got and got mad?? when you told them the other person still wanted their gecko back lmao I can't imagine loving an animal you got from somewhere and then still going "0/10 😤😤😤" especially since she was apparently exactly how described

[@abberistired]

I'm back rewatching videos and I still just cannot believe this human being????????? - b*tched about getting the wrong gecko and how it was "all ES's fault" - wouldn't even attempt the different methods of fixing it (reshipping/exchanging in person) - turned out loving the baby gecko so much it's now their "*Favorite Gecko*"?????? - IN THE SAME BREATH ON TWITTER WENT FROM "oh yeah awful service" TO "she's a perfect gecko lol" ????????? ????????how do you even????? think this way???? it must've been they're just so happy with what they got, got mad they'd have to give it back, and *then* got mad that they were blacklisted for being difficult?? right???? also: I love the audacity of "I'll just keep both

[@TuesdaysArt]

Emerald Scales: [not replying to emails because they're prioritizing the care of their sick animals] Entitled Customer: "You can't reply to my emails, you're obviously too incompetent to take care of live animals!" 🤦

[@dwright_origins5157]

The irony is astounding

[@ryleighsunshine]

After two days lol

[@jesselemasters8676]

The buyer was in the wrong, you guys handled it as well as possible. The random tangents that you go on are part of the reason I watch the videos.

[@baka_yu9343]

Maybe it would be helpful to set up an automatic mail that informs anyone writing to you guys that due to high volume of incoming emails, any reply may take some time (either stay non-specific or put the higher estimate of your average response time as guideline)? Because one of the main problems I personally see is that nobody in that email thread ever told them that you are trying to wade through hundreds of mails with a team of 1-2 people, which may make it look like you're ignoring them instead of literally not having any time for it if you don't want the care of the animals to suffer for the sake of a faster email.

[@TuesdaysArt]

Maybe including something like that as a signature underneath all of the emails will be better because they might miss the separate email, see it as spam, or forget about it in the next correspondence.

[@baka_yu9343]

@@TuesdaysArt Or both! I fear doing a signature would be just as easily missed, since a lot of people don't look at that. Maybe with the same being on the website too. With all of that, you can at least say "I tried to inform you, if you still haven't seen it, that's on you now."

[@sharkiesupernova]

I do appreciate how transparent you are on subjects most companies would like to keep in the dark. I did something like this but SO MUCH WORSE. I worked at a vet and we helped with TNR. Which is when someone captures ferals and the releases them. Well. We had a bunch. I mean A BUNCH of ferals and cats who were ferals who could be adopted out because they were coming around to actually liking humans. Well. The TNR lady came for a ginger cat. For whatever reason our vet office didn't write the names and who the cat belonged to on their cages because of laziness. Well. My 10,000% mistake. I gave the wrong TNR cat to the TNR lady. I gave the cat who might be able to get adopted out to her. She let it go out where it came from (feral colony). the other TNR lady came to adopt out the cat that was let go with TNR lady1. I WAS MORTFIED. I cried. I cried BIG time. So after work I took a cat carry and sat in the feral colony to try and attempt to catch this other cat I gave by mistake. I waited around til midnight and I couldn't. TNR lady 2 eventually caught the cat because it came around cause it liked humans now. I cried cried relief! Anyways... after that we put names of every cat or if it was a feral stray we would write who it belonged to. Lol. Worst few days of my life. I wasn't fired. But lol we did things mroe properly. Who can really know 50 cages of cats ans dogs? It's my fault but yea lol my big huge mistake made a huge difference later on. I was yelled at by my boss and also TNR ladies of course. Totallt fine my fault.

[@pugwodo889]

I sent you 3 leos earlier this year before going on deployment and it was really all last minute. Despite the volume of inquiries you get thank you for working with me and get these animals in the right hands. Youre dope and that person sucked.

[@ilytosh]

I bet you’re waiting on that follow up email after they watch this 😂

[@MrGotsomeskillz]

Oh yeah, the angry Karen won't let this slide 😂

[@217RockStar217]

She never wanted to make it right in the first place, solidified by the fact of she had to have the last words in your email exchanges No amount of money, time, correction would have satisfied that Karen

[@GoHerping]

My guess is she was willing to send it back on the day of receiving, but then quickly became attached and changed her mind

[@Zeldur]

People don't understand that there's more than JUST them with possible issues or new things. Customers are sooo salty now and demand things right then. Then, complain that stock things have a worse quality and are likely broken compared to hand built.

[@froggobop7034]

Bruh its like 10:30 at night and my phone is at 6% and im like yeah I'll watch dis

[@toucan_cultist]

Ayo? Same

[@icebergyettuce]

yoo same here

[@kenadiwarm9695]

same but 12:00am 👍

[@Akakko1]

She should have just shipped it back, we all know she was planning on keeping it

[@phoebezhang1190]

I feel like the person was just making excuses because she didn't want to let the animal go, so instead, she blamed it on Emerald Scales and said she was uncomfortable with shipping.

[@briannelson3830]

Overnight shipping a crested gecko is as easy as it gets there is no excuse for this except greed and opportunity

[@luckdragon88]

Sounds like she fell in love with the Gecko, didn't want to give it back, so threw a massive tantrum to get her own way. What a rubbish human. Glad she got blacklisted.

[@GoHerping]

I guess it was a very likeable gecko

[@saga2964]

Higher prices ensure the animals are going to serious buyers. Plus, the money one spends on your animals helps support the animals you are still rehab'ing--and the time and expense of that is extensive! I love that you've kept your integrity, making sure a home is a good one even if it costs you a sale or extra time. I also love that you openly are continuing to learn and sharing those experiences with others. Sure, some of it could be construed as making excuses/trying to defend yourself only, but I think generally your stated takeaways are insightful and down-to-earth, realistic. You can't please everyone and people (and life!) are full of surprises, good and bad. Keep up the great work, Alex, and don't let ppl bring you down about having an expensive car--you've earned it! (And it's good for the environment too! 😉) It sounds like, over all, you are still a very frugal and responsible. (The day you buy Stan a gold enclosure or Bonniebelle a diamond necklace, well, then....) You run a business with a wonderful mission. I do wish you could take on far more of a "caseload," but I respect you greatly for knowing and working within your limits! Set the waitlists and prices where you need them and don't compromise. If some ppl don't like it, there's no one forcing them to work with you. Know that there are many, many more that appreciate and respect you for keeping the animals' welfare the highest priority! There...I've published my own "Harry Potter" novella! 😁

[@Thurston86]

I read your novella and it’s much better than the disappointment that was Harry Potter and the Cursed Child. 10/10. Would read again.

[@RabidicusNollis]

Im only about four minutes into this video and from the get go, I 100% think they intended as soon as they got the juvenile gecko to try and get BOTH geckos for basically free.

[@luvlost03]

Chick needs a life coming back months later under a different email🤣

[@TheMuffinBurgler]

I saw someone comment on reddit saying they got the wrong gecko from you. I wonder if that was them. What a coincidence.

[@matt-603]

Which sub?

[@TheMuffinBurgler]

@@matt-603 r/snakes I believe. People were talking about their favorite reptile youtubers and this person was complaining about their gecko and how he never contacted them back when they complained.

[@desertdragonworksaz]

Thanks for being transparent! You guys do a great job, and NOONE vets their animals and potential customers as well as you (in my opinion). You have really good follow through. For me, I never felt pushed aside or put off at all, I understand that good things take time. It didn't take long at all to get Mochi to Arizona, and we LOVE him. Keep on doing what you're doing, you really do have a good thing going! I mean, granted - it was "y'all's" fault that the mixup was made, but offering to go above and beyond to drive to them was WAY beyond, and that is amazing customer service. I sell antiques (and my artwork), and I get a nutso customer every now and then. Sometimes, no matter WHAT you do is not going to be good enough... and sometimes, they will take every opportunity to get something better or for free. Unless it's a $300 Hermes bracelet - I give it to them. LOL. But yeah - someone once told me that, until you get crazy customers - you don't know what it's like to be in business. ;) Be proud. Do what you love, and it will always be worth it.

[@risksandhope1849]

Looks like this person fell in love with the crested gecko they accidentally received.

[@Strangelyfey]

Sure but that gecko was supposed to be someone else’s pet, and even if they wanted to keep it slandering and being rude up until the point of being blacklisted is not the way to go about it

[@risksandhope1849]

@@Strangelyfey I am definitely not supporting what they did, just seems like the fit they threw was just to keep the lizard, not because ES was really that bad

[@sera.was.a.kyomie]

I didn't think they were in the right in claiming to keep both animals. I can understand just regular goods but this is a live animal.. you don't just get to keep both especially when someone else bought the animal you're forcefully keeping..

[@polarpineapple6711]

that's what i feel like most people are glossing over. they even said "ill keep *both*, and as compromise ill pay for shipping." now that seems to imply they'll pay for the second one but with their behavior i almost think not... why are they even right to keep both? the other buyer seemed to want their purchase back aswell...

[@briannelson3830]

They brought up cops because they felt guilty and wrong trying to keep the gecko while reporting his PayPal. There was a lot of telling behaviour here.

[@marionhills8031]

“a scene will be made” i think we’re past that point already lmao

[@paula98sony]

As some one who worked in customer service (for a short wile, couldn't take it) the customer is, certainly, not always right... But who is going to teach spoil entitle brat about that when the world goes around them. 🤦🏾‍♀️🤷🏾‍♀️

[@dottiedew8376]

"I can't trust the reptile retailer with the reptile that I bought from them! That's just ridiculous!"

[@hammysexoticanimals6598]

Love your channel! Although I don’t own any reptiles, I enjoy watching your videos. Keep up the good work!

[@GoHerping]

thanks!

[@BreeDragoness]

Honestly I really appreciate this video just for showing and discussing some of what goes on behind the scenes with a project like this. It might help customers be more considerate

[@yassydney]

the buyer took a full 180 degree turn very quickly wtf

[@Me-ei8yd]

Your honesty about this situation is pure integrity. Thank you, your entrepreneurial foibles are experienced by all entrepreneurs. Oopies are only oopies if you don't learn anything. Don't think oopsie applies anymore.

[@septarian3337]

I love hearing these stories because you often handle them differently than most people would I think. Like you handle them correctly but you also don't take sh*t from people either and that's honestly refreshing. It reminds everyone that some people really just kind of suck and that's okay, you don't have to work with those people.

[@SupremeLeaderKimJong-un]

Crested: exists GoHerping: *Alex.exe has stopped working*

[@keyannab1735]

I think they had no intention of returning the animal and when the plans fell through they saw a in to not only keep it but also be rude AF in your inbox. What people miss about "The customer is always right" is the other part of the quote " ...in matters of style". It's wild the way folks carry on being nasty AFTER they have already gotten their way smh.

[@Rayxster]

Some people have the biggest entitlement issues 🤦🏽 As a company that provides services, you have the right to refuse customers. I do it all the time, I work with dogs, but I regularly turn down customers with flatfaced breeds to protect my own business. This has ticked off many owners with these breeds, but I don't mind 💁🏽‍♀️ , i know several in my line of work that have the same policy.

[@Mrholysymbol]

Good for you! I personally appreciate the hell out of that policy

[@loftyradish6972]

Just curious, what is it about flat faced breeds that makes you not take them? Is it breathing issues? Temperament issues etc?

[@MadHatta555]

Is it mostly a safety issue? I know muzzling is really hard for flat faced dog. Or is it more of a liability issue because flat faced breeds tend to get a lot of skin infections and you could be blamed for an owner's negligence?

[@AskMeABee]

It's admirable how well you handle your oopsies and how open you are about them. Seems like a simple, honest mistake that as a customer I would understand, especially if it isn't common.

[@HonkLoser]

I'm wondering if the person even knew it was a small business to begin with.

[@YardLongBeans]

That buyer sounds unbearably annoying

[@savimochi]

They took advantage of your company's mistake to steal that animal, then tried to turn the heat on you. How awful. I've heard of people keeping merchandise shipped to the wrong place but it's just bizarre that they're admitting it while thinking of themselves as the hero.

[@WaltRBuck]

Imo, not all money is equal and it is usually based on the person holding said money. Sometimes, it's better just not to have that person's money in the cost of headaches otherwise.

[@starlightangel1990]

Ya it sucks they had to wait 3 days for a response, I get how frustrating that can be, is happened to me, but at some point you need to sit back and say, "this is a small business, they may be busy". Gotta give the botd. Keep supporting small businesses and realize they, like anyone, can get sick, get backed up, have emergencies, and all this throwing them behind but as long as they do their best to figure out the problem and apologize, that's all they can do.

[@SwampRobin]

I hope that person realizes how petty and shitty it was to do that. I am a dog trainer but I take calls for the groomer as well and I deal with irrational people from time to time. Best course of action is denying their services in the future. I’m happy for you for finding boundaries so early. It’s not easy.

[@vlecxius]

Kudos to you for replying so professionally. I would have hit them with a "k" and then stopped replying on their aggressive answers. If they kept spaming, just block their account entirely.

[@hoshi-15]

It's funny they thought there would be no consequences for basically stealing an animal by refusing to give it back, threaten your business with bad reviews, and threaten to call the police. Like they just had to get the last say because something got taken away from them

[@Sassy_roses]

U do a amazing job and all I can see is that every business once or more has made mistakes in life but use did try your best to rectify this. Don't feel bad use did try your best. We are all only human

[@anonymixx8106]

RIP to anyone that ever tries to cross Alex lol. People like this don't want to be agreeable. They want to play the victim in response to things that aren't even happening to them.

[@flyingzebracakes]

Find your videos fascinating, you’re clearly business minded and have goals: that the business is profitable separate from your external sources of income such as youtube, and that the animals are well taken care of. Based on your experiences you changed your strategy to ensure you make enough money to provide the necessary care, and you choose not to do business with those that cant work with your time frame and capabilities. As long as the animals are well cared for and go to vetted homes, I’d say you’re doing a great job, the hurts that were done by this oopsie were mainly inconveniences, not actual physical harm. Keep it up, your mix of brunt honesty and business insights makes for a fascinating channel overall👍🏻 also reptiles are probably widely regarded as “cheap” because chain stores consider them “disposable”

[@GoHerping]

thanks! I do think reptiles are simply too cheap to begin with and I don't want to contribute to a race to the bottom

[@alexiaware9726]

I used to not really enjoy your videos because I felt you lacked a lot of connection to the audience and energy (and I was also always super anxious when you opened reptile packages lol) but I've been binging your videos lately and really changed my mindset. You truly care about animals and sacrifice so much for them. I really enjoy your content and hope to one day be able to buy a reptile from your shop. :)) best wishes to you!

[@INSHIRI]

Ayeee he uploaded bois ✊🏼

[@summern3064]

Yeeee

[@faedraemberhart5500]

When they emailed you talking shit about how you make money on youtube and patreon like do they actually think your just going to run emerald scales at a loss because you have other income streams. Like wtf. The way they went about keeping the animal yet charging a refund and making other threats is just beyond insane.

[@GoHerping]

It's one of the most common things I get told. I think people just don't understand that the goal is to create multiple sustainable sources of profit. They think as long as one stream of revenue covers the expenses for the other streams, then the losses don't matter.

[@claritey]

I had the same problem with my first online small business I had in the late 90s. I was absolutely overwhelmed by orders and kept having terrible luck finding reliable employees so we just couldn't catch up and eventually had to close. Sad because the business had so much potential.

[@GoHerping]

it seems to be one of the most common but less talked about bottleneck. I can't imagine trying to do so with limited or no internet

[@claritey]

@@GoHerping I posted replies to you a couple times now but they keep disappearing.

[@flesh.pedestrian]

I understand the frustration for the mistake, but i think she only got mad because she wanted to keep that gecko when they said no, because at first she was very calm. again i get why it's frustrating, but anyone who understands the team is very small should understand that there will be problems.

[@bansheerosebelle9848]

I've worked retail for years! The customer is almost always never right 🤣 mistakes happen and people are human. Also everytime I try and check you're sold out of the animals I want which tells me you're doing something right lol

[@orc-jiit9257]

On the plus side, best addition to your Blacklist ever. industries should share blacklists within themselves.

[@laurelcook9078]

I think it’s unlawful as it counts as slander to do that with non-affiliated businesses. I encountered a rude person on instagram who was just being very toxic while still on their business account and as much as I want to expose the screenshots, I’d get sued for slander. I had to delete the screenshots after I realized I had no ethical use for them.

[@orc-jiit9257]

@@laurelcook9078 I guess that's why hotels are secretive about their do not rent lists lol.

[@lisawhereisthecultjam]

You do a great thing. Some people are always going to be unhappy.

[@ameliasprague1991]

I love these videos. You seem like the most genuine person on KZbin.

[@julianfelix9372]

When it comes to animals especially online it’s not an instant satisfaction type of thing like a random item on the shelf you can just take. I don’t understand why some people can’t understand that, not only that it’s a small business and you’re keeping it a float on TOP of that you’re literally dealing with animals that come in sick or need to be quarantined or rehabilitated and those animals are literally around the clock care and it takes more time than just a healthy reptile that you don’t have to worry about. Dealing with one sick reptile is one thing but dealing with possibly 10-20 is a whole other thing that itself is a full time job, most importantly which u mentioned at the end is it wasn’t like she had a crested gecko enclosure set up and she ended up getting a ball python she still got a crested gecko and you sincerely apologized! Small/minor mistakes happen

[@carschmn]

Not going business with people you don’t like is a good policy. Also don’t go into business with friends or family.

[@tinksmith4964]

They often expect a discount. No, that's my choice & not your right

[@carschmn]

@@tinksmith4964 yeah and if something goes wrong it can ruin the relationship.

[@Sweetmint5619]

While it is unfortunate that sometimes oopsies happen, I do enjoy listening to the going ons of your business. I also learn so much from your channel and one day hope to be able to give a good home to a reptile buddy from Emerald Scales! Keep up the good work/content.

[@plaguedbysociety]

I just love hearing about the evolution of your business in general

[@GoHerping]

they're fun to make!

[@shadraavroart9915]

...So they wanted to keep the gecko AND get a refund? What a horrid client

[@azpeach5680]

Oh wow! This was a great and oddly educational video! I am glad you walked away from this situation with more experience and kept your sense of humor:)

[@nurrdy]

I actually appreciate this transparency. It is hard for companies to admit what goes on in the background and it usually isnt for customer privacy. Yes, this was obviously an accident and I can see how they would be upset at lack of response but there is also key to understanding a business. They know you're growing and new. And what I learned from this is the minute someone says they will drive of their own volition I'd be saying yeah, no we have a process. Follow this process please. You can ship the animal within the next week preferably between X date and X date. I do hate the animal would've been distressed but it would have systematically rectified the situation. That being said, you did the best you could with what you had. I don't really wish ill on the person who kept the gecko, but they were just embarrassed they wanted to change their mind for the sake of convieance and were trying to rationalize it by blaming Emerald Scales because they felt guilty. Which they probably should feel guilty but if they would have just been open and honest with their emotions likely that could've been avoided and worked through amicably. Either way, I am def happy with the growth of you as a person, your channel, and I just joined your patreon a few days ago. I am happy to learn and grow with you mentally

[@mxandrew]

this lady straight up stole a gecko from you.

[@sventer198]

Love your incentive plan.

[@Dayisnear]

I have been watching a few of your videos, and with this one I may have to hit the subscribe button! (I am glad I have not gone through the rest of the unboxing videos yet as they are amsuing and informational and at times gives the feeling of ”should I watch? This feels like watching a train wreck that is about to happen and you can not do anything but dang that is good editing, I’ll keep watching!”) and therefor with this one, I feel the need to subscribe to your channel. I won’t be able to order a pet since I live in Sweden, but keep up the good work and continue the rescuemission!

[@RachaelHughes]

I really appreciate what you do and the videos that you share with us. Thank you dude.

[@LittleBeastyReptiles]

You’re definitely not the first animal retailer to send the wrong animal. I have seen several larger companies including Josh’s Frogs do this or even send extra animals to the buyer without proper tracking or knowledge of it and I have not heard of any of them offering to pay for return shipping. Luckily the animals remained healthy and I believe your valued customers understand the expenses of today and see the benefits of buying from emerald scales. If they just want to get a cheaply priced animal, they can easily look locally or elsewhere 🤷‍♀️ If you ever have similar animals again, you can always begin adding animal ID numbers to help with order tracking if you don’t already.

[@GoHerping]

I've actually had a few people send me animals because they were sent more than they ordered lol

[@andromeda7758]

I mean why didn't they just be upfront and say they wanted to keep the gecko they got? Clearly from the beginning they wanted to. Even after her whole tantrum the other guy was fine with keeping the other gecko. Also why is she mad about response time when she didn't even want to send the gecko back right away in the first place? She just makes no sense

[@avery180]

People like that is why I had to stop selling on Ebay. I had someone return a lego set because "it wasn't in the condition as stated" even though the 1st word in the listing was damaged. Ended up losing like 20$ on a set I made little money on to begin with. Never again.

[@emighalissa]

From these emails, I can see that the client was very uncooperative. They wished to keep the gecko for free because they didn't want to go through the work of waiting or helping on their end. However, from what I have learn from my E-commerce course in college is that you should've explained the email back-up time to the customer. People expect replies from emails in 24 to 72 hours, so a response that explains why you can't respond in that time would maybe have helped the situation. I still believe this person wanted to keep the gecko no matter. Sounds like a horrible client who was completely impatient and didn't wish to do anything on their end.

[@ligt18098]

Hell yeah, profit from their rudeness! I just wanna slap the person in the face for being impatient and not understanding that ES was a semi-new business that was very small, and small businesses need a little extra time, because they aren't a large chain shop such as petco/petsmart which has tons of people sitting at desks responding to emails with copy-paste responses.