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Pinchers & Pokies Exotics, LLC

Rating:
4.86957/5,
Arachnoboards Username:
ErkW
Website:
http://www.PinchersandPokies.com
Previous Review/Report Link:
http://arachnoboards.com/threads/erkw.279647/
  1. jrh3

    jrh3 ArachnoTitan Arachnosupporter

    jrh3
    5/5,
    "Probably the best Costumer Service out there!!!!"
    Purchase Date:
    Mar 29, 2016
    Transaction Type:
    Purchase
    Quality:
    5/5,
    Variety:
    5/5,
    Communication:
    5/5,
    Packaging:
    5/5,
    Price:
    5/5,
    Would you purchase from again?:
    Yes
    Pros - honest and professional
    after a week or so and multiple texts, we finally got my order together. these guys are top notch and always answer every question. they are very professional and willing to help in any way. plus added a free GBB, wow cant go wrong with that. Thanks Erik & Amanda.
    Scorpionluva, ErkW and Ihuicatl like this.
  2. kurgara galatur
    5/5,
    "patient and professional"
    Purchase Date:
    Mar 21, 2016
    Transaction Type:
    Purchase
    Quality:
    5/5,
    Variety:
    5/5,
    Communication:
    5/5,
    Packaging:
    5/5,
    Price:
    5/5,
    Would you purchase from again?:
    Yes
    Pros - Healthy animals arrived cross-country in a timely manner.
    Cons - Not necessarily a con: seller uses a single piece of damp towel to secure animals in vials for shipping. Extrication was a little tricky (for me, not the animals).
    Purchased from Erik and Amanda a variety of arachnids--slings, scorplings, and...um...vinelings. They were very patient when I had to change my order, and they even gave me a discount for the size of the order. Package was secure and had a heat pack. Animals were healthy and vigorous, even though the B. jacksonis did their usual playing possum.

    Absolutely "Yes!" to doing business with them again.

    Thanks Pinchers & Pokies Exotics, LLC

    Craig
    (kurgara galatur)
    Scorpionluva and ErkW like this.
  3. Kohakusueda
    2/5,
    "Wanted to Love This Pla e"
    Purchase Date:
    Mar 18, 2019
    Transaction Type:
    Purchase
    Quality:
    3/5,
    Variety:
    5/5,
    Communication:
    2/5,
    Packaging:
    5/5,
    Price:
    4/5,
    Would you purchase from again?:
    No
    Pros - Two of the three spiders arrived okay
    Cons - Insisted on sending package to a hub even though I wanted it shipped to my house.

    Addressed the pack to the wrong person AND sent it to a hub that doesn’t allow pick ups making it a huge ordeal to pick up package.

    One of the spiders arrived doa and they told me to try giving it water.

    Refuses to admit fault for any of this.
    This whole experience sucked. First they kept insisting that the animals were shipped to a hub so finally after not getting through I gave in. They never bothered telling me which hub so I had to call fedex who had to hunt down the package. Not only was the package addressed to some other person, but the hub did not allow for pick up. I had to leave work early to be allowed to pick up my package (fedex gave me an hour) and it was an ordeal due to it being address to someone else. When I told them (the seller) they failed to take responsibility and said they hub DID allow pick up which again the employees there repeated many times I wasn’t supposed to be there. To top it all off when one of the spiders arrived doa they told me to try giving it water. The spider was on its back and hasn’t moved all day... The only reason I’m giving them two stars is because the two larger spiders arrived alive. Never again.
    1. ErkW
      It's a shame that this review was posted before the situation was resolved earlier this morning.
      First of all, the customer paid for 2nd Day Air shipping, which does NOT include Live Arrival Guarantee. Secondly, the temperature in Pennsylvania is quite cold right now, with lows of 26, 24, 37 & 39 each day this week. Therefore, for the health and well-being of the arachnids, we suggested she have the order picked up at a FedEx Ship Center. According to BOTH FedEx.com AND our shipping company, Reptiles Express, the facility where we shipped the order IS open to the public.
      In this case, a FedEx employee mistakenly signed for the order, showing that it had been picked up. It is my opinion that the customer was told that she had to come get the box within an hour, because the box was (correctly) marked "Live Animal", AND the FedEx employee signed for it. Therefore, I think FedEx just wanted the box out of their Ship Center ASAP.
      Another point is that the customer was given a list of the FedEx Ship Centers in her area in the very first email correspondence we had. Her reply was to send it to the center suggested. She also continued to push to have the order shipped to her house, but we refused to ship there, due to the low temperatures. When she did agree to ship it to the FedEx Ship Center, we managed to ship her order that same day.
      When she told us that her 1/2" Brachypelma hamorii was unresponsive, yes, we told her to make sure that the mouth parts were placed in a drop of water. Doing so will often re-hydrate the arachnids and it will bounce back accordingly. Any company that ships a lot of tarantulas will tell you the same thing.
      Finally, we admitted that yes, we mistakenly put the wrong name on the box. I'm human, and I do occasionally make mistakes. I specifically told this customer last night that I was working with FedEx to have her shipping charges refunded, and that I would keep her posted, and asked her to give us an update on the unresponsive sling.
      Earlier today, I did hear back from FedEx, and they refunded the shipping charge. Therefore, I refunded the shipping charge to this customer. Against my better judgement, I also refunded the cost of the tarantula. Unfortunately, I issued the refund before I saw this review.
      Normally we would NOT want it publicized that we issued a credit for an arachnid that arrived DOA on an order where 2nd Day Air was used instead of Priority Overnight. The concern is that word would get out, and we'd get a ton of orders where customer's would use 2nd Day Air and then lie and report DOA's so that they get free tarantulas. I am NOT saying that happened in this case. Rather, I'm trying to explain why we don't want it publicized if and when we make the business decision to offer a refund when the Terms and Conditions of our Live Arrival Policy are not met.
      At no point did we refuse "to take responsibility". In fact, we specifically told this customer that we were working on it. Here is a direct quote from the email I sent her:

      "I'm in the process of working with my shipping company to see if we can have FedEx refund these shipping charges. In other words, this is not a closed issue, and I am trying to address some things.
      Please let us know how the Red Knee is doing later this evening. Brachy's are usually very hardy, and do well with shipping, so I'd be surprised if it doesn't bounce back."

      Again, it's a shame that this review was posted before the situation was resolved. We really do pride ourselves on our customer service, and we strive to "do right" by our customers.

      Thank you,
      Erik (& Amanda)
      Pinchers & Pokies Exotics.
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