My service with MulberryFarms.com

[Rawr]

Hello, I have experimented with MulberryFarms.com for a purchase of Horn worms and pheonix worms. I want to warn everyone of the site because it was terrible customer service, bad product, and overall a waste of money. Here is what went wrong:

1. I got the email saying the shipment arrived, however it never did. Looking further into it, it said it is supposed to come in South San Fransisco. I live about 120 miles from San Fransisco.

2. Not only did it say a false arrival time, but the date of the package delivery came two days later. It took three business days to get here when I am sure I read that it should take two days.

3. I happily opened the container. Everything seemed well. But I find two recipes in the box. One of which is mine and another recipe that a different customer ordered. I only got the items I ordered which is a good thing.

4. The Horn worms I ordered seemed fine except for 6 bodies laying brown on the food. I cleaned all the waste inside because the box was the wrong way down, having done that I fed one to my Bearded Dragon. One day later, My total death of Horn worms rose to about 15. In one day I only have one container full of horn worms even though I ordered two containers, the other container, went to waste. I know how to take care of them, so I highly doubt it was anything I did wrong if you can even do anything wrong with Horn worms.

So as it stands, I apparently paid the full price for one container. In this time, money is very tight. I cannot afford to pay a big price and get only 50% of what I should get. This customer service is horrendous.

 

[keschete]

My first question would be did you call Mulberry farms and see if they would replace the hornworms?

My statement is, if you are going to order phoenix worms have them sent to you straight from the source... The Phoenix worm store. They guarantee live delivery.

 

[Drache613]

Moved by Moderator from General to Feeding

 

[Rawr]

My first question would be did you call Mulberry farms and see if they would replace the hornworms?

Apparently they will only replace the order if you call them during the first hour of the shipment arrival. And since the email they sent me was false and said it arrived three days ago, I do not think they will give me more to compensate for the loss.

 

[Beardiemommy137]

Ok that's total bull!! And of course I bet if you say you didn't get it till 3 days later they'll fight it and all that crap. I'm sorry to hear about that. We haven't order in bulk yet, but I'll keep this in mind when we do.

 

[fresnowitte]

Wow! I'm sorry you had a bad experience with them. I've been dealing with them for over 3 years
(2 to 4 orders per month) and never had any problems actually have always been very pleased.

If I were you I would still contact them and explain the entire situation. Their customer service is normally very fair and may over look the usual terms under these conditions.

 

[beardie parents]

I agree, contact them and tell them what went wrong. We bought crickets from them a couple of years ago and about 1/2 of them died sooner than they should have. We contacted them and they let us know that high temps can cause early deaths in crickets. They did send me a small order of wax worms to make up for it. That's how we found out that Redrock didn't like waxworms. She only ate one.

 

[Neromom39]

Wow...that is really something :shock:

Fortunately I don't have to have anything shipped from them as I can drive to pick my orders up. We deal with the owner directly and he is very personable. There are ways to prove order dates, shipping dates and delivery dates. I think to assume that they would do absolutely nothing is unfair. As a matter of fact, I believe they resupplied a late (and dead) order of crickets to another one of our members and then some and she was quite pleased with their customer service. Are you completely sure it was Mulberry Farms and not the freighter? Usually if a delivery is delayed, it is the freighter. If you still have the tracking number from the shipment, you should be able to locate the history of the shipment from start to finish. It has also been my experience that if you are waiting for something via USPS, nothing is guaranteed so two days can be five.

I'm not saying you don't have any reason to be upset, however before you potentially destroy someone's livelyhood because of one bad experience, I recommend a little more research. Especially since there are several members who buy their feeders from Mulberry Farms and don't seem to have any issues.

 

[neecie]

I always have great service from Mulberry. Last month when temps hit over 100 many of the worms died in shipment and they replaced all of them with some extras. I think the shipper was at fault in your case.
Sorry - I'll keep ordering from Mulberry.

 

[lordnyax]

Just last week I was emailing them because it had been a week and a half and my order had still not arrived. I sent 2 emails asking about the shipment and got nothing back. finally the next day i got the package and all the silkies were dead and moldy. I emailed them again explaining the situation and they emailed right back asking if I would like them to send out more on the next shipping day. I said yes please, they shipped them, and they arrived here 2 days later alive and well. So, although a little slow on responses to where my package is, when they saw a real problem they got right on it and made it right. I'd give them a chance and try to get in contact with them.

 

[Rawr]

I have emailed them 2 days ago explaining what went wrong.

I have yet to see a reply.

 

[keschete]

I would call them!

I ahve ordered from them and the Phoenix Worm store. No problems here. I had 1000 PWs die because the shipper let them get too hot and the PW store returned my phone call and reshipped all for free.

Mulberry farms is usually a great supplier and I bet if you call them, and you are nice, then they will probably do something to help you out and keep your business. Many businesses are much better about answering the phone than an email!

Call them! Good Luck!

 

[beardie parents]

I have emailed them 2 days ago explaining what went wrong.

I have yet to see a reply.

I'm glad you mentioned that email. I sent an email once (can't remember what about) I didn't receive an answer, either and I called. I found out from the nice lady that I talked to that my email ended in their junk folder and they didn't know about that until I called and asked. I would call them, their phone # is easily found on their website.

Lori