Reptileuv- bad service?

[hartungs]

I feel like I need to comment on my experience with ReptileUV since there seems to be a lot of disappointed folks here. The old saying holds true...when you are disappointed with service you will tell ten people and when you are happy you will only tell one.

I knew that this was the bulb I wanted so I called them and spoke directly to someone (other than Bob.) All of my questions were anwered promply and were very detailed. I ordered the bulb on the phone via credit card and it arrived at my door three days later. I didn't specify any special shipping. Granted, I live only one state away from from where they are located and shipped from. But, nevertheless, I had a very pleasant experience with ReptileUV and would recommend them as a source for a great MVB.

 

[Drstepherz]

Im glad someone has had good customer service from them. You do seem to be in the minority though lol I do make a point of letting businesses know when they have excellent service, and rarely ever email a complaint. I also try to spread the word when I find a good supplier. I would be happy to buy from them again if they improve their communication.

 

[Drache613]

Hello,

I wanted to comment as well. I have been ordering from him for 3+ years. I have never had any problems at all. In fact, one of my lights arrived & the filament was not connected well & went out 3 days later. I returned it, with the receipt & got a new light within 5 days.
That is one of the many reasons we use Megaray. His policy for returns & his warranty is hard to beat. He is a very nice person & most people I talk to are very happy with the product as well & with his service.

Sorry you had such bad luck.

Tracie

 

[gulfbrzdawn]

I have to agree with Sam and Tracie(who by the way are not the minority). If you spoke to everyone who has ever ordered from ReptileUV I think it would change your mind. You're only hearing a few sides here. I also ordered from them a month ago and received my Megaray 8 days later. ALL companies whether it be large or small have their pros and cons. Myself and my husband both work for separate locally owned businesses and no matter how smoothly things are running, mistakes happen.
My husband works for a reputable boat company and a few boats don't always get out the door on time as planned. Imagine paying $180,000 for a boat and you get it a week later than you had been promised. Those people keep buying that boat because it's a quality boat with a great reputation. They are willing to overlook a wait in shipping due to that fact.
I say you give ReptileUV a second chance. The people at that company make an excellent product and they are only human and human's make mistakes. I know I do.. :roll:

Dawn

 

[glitch_in_the_system]

You know actually, I wouldn't have minded at all about the time it is taking to get here if they hadn't already drafted my bank account.... Most online companies with which I do business, don't take the money until they ship it. Reptile UV drafted my account the day I ordered it, so I expected that it would be shipped that day....

Its charged automatically because it is an automated checkout. A lot of places online function this way. Places like Amazon sometimes take a few days but even then you are charged not based on when it ships out.

 

[midnight_962002]

ReptileUV has been great to me. I have several EB kits. Anytime I have an issue I just call and talk to them personally. If it is an exchange, I just send out the part and the receipt. IIRC they process returns on Wednesday so I always make sure I have it there by then.

They are terrible at returning messages if you leave one or email them. But, if you get someone on the phone it is a whole different story.

Ernie

 

[Drstepherz]

I had no idea that they were not good at returning emails. I have yet to receive a reply about the poor service I received. Like I said, Im more than willing to give them a second chance, but by not returning my email or messages, they are making it quite difficult!

 

[ZANESMAMA]

Yea, I got my Megaray on Saturday. It's working great so far. I did have to elevate my basking spot a little, but it was about 15-16 inches from the other bulb so I had plenty of room to spare. Right now it's about 13" away and I'm getting about 107 degrees on the basking spot. So I guess the wait was worth it in the long run!

I don't know if it was the bulb, the time change or the fact that it was 85 degrees and I took Elvis outside to get some sun, but he finally woke up!

 

[drewdizzo]

The service I got was pretty bad too. I ordered back in the beginning of December, at the time I knew they were on backorder so I expected a long turnaround. My first major gripe was they charged my cc right away, instead of most place that wait until they ship the item. That is one part of their business they need to change. I waited over a month before contacting them to inquire about my order. I was told they should ship in about 2-3 weeks. Four weeks later I called and was told again it would be 2-3 weeks. I got some girl who seemed to have no idea what was going on. I pretty much told them to ship me the bulbs (which were no longer on backorder according to their website) or else I wanted my refund. Magically my order shipped out the next day. Service was terrible, business practices are terrible.

That said. The bulbs are top notch and I would probably buy one again, but they need major work when it comes to providing a product like a real business.

 

[slantedii]

no matter how good your product is, if your customer service, or in this case communication is poor, you will lose customers. If they dont start becoming a professional outfit alerting their customers in SOME manner, via phone, email, (post card!) they will go belly up. Which would not be a good thing to see since their bulbs are so good. In this economy you cant afford to be a small business owner who is too busy for his customers.

 

[msmaui]

I had read on here that it sometimes takes a while to receive your order so I ordered in advance, expecting a delay. I ordered my lamp online on 3/8 and I received it today, 3/12. I live in California, not that close to NC. Obviously, I think their shipping time was incredible!
Nancy

 

[NY Rocking Chairs]

I have had nothing but problems with their bulbs. I ordered one new bulb last March, it burned out in 6 months. It took 3 new bulbs (under warranty) before I got another working one and it just burnt out after only 6 months. I am done with their bulbs.

 

[slantedii]

I also live in california...and i ordered my bulb, 10 days later when i called wondering where it was, they told me they could not ship for 2 more weeks...and in those ten days i had sent 3 emails with no response. Unacceptable.

 

[dragonphoenix36]

From what I remember..it's been awhile..It did take us some time to get Sakura's Mega Ray, but from what I understand, they're handmade, and it takes awhile, plus the sheer volumes of orders Bob has, plus the fact we live farther that a state over..it didn't surprise me it took so long.But really, I would still order from Bob. The change in Sakura after she had the mega ray was amazing. She ate more..she basked more.. and her colors just popped. I'll just make sure I order one ahead of time..so if/when it dies I don't have to wait for the order to come to replace it.

 

[mishelly58]

After reading about the problems some people have had with Reptileuv I was not sure I wanted to order from them but last night I decided to order. Well I got a conformation today with a tracking # and a delivery date of Tuesday March 17th. So I am very happy with the service from them so far and I can't wait.