Tag Archives: terrible business owners

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Customer Service: Our Horror Story

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So here it is. After I posted my customer service satire yesterday, a couple people didn’t quite get the point. That and as we try to tell our story and warn people off of this particular individual, we are having problems with all of the appropriate images being posted to back up the story. Therefore, this post is a place for people who either A) want to understand the satire post or B) want to hear the full story of what pissed me off so bad that I had to write something funny to calm down. I don’t get angry easy, folks…but when people screw with my family (this includes my animals), my friends, or those who don’t deserve it/can’t defend themselves, I get angry. So I diffuse by writing.

This is what we as a group wrote up, attempting to be as factual as possible.

A Teri-ble Situation

On March 4, 2015 Krystal Nichols, Christina Otero and Rachel White began a dialogue with Teri Casper of Sugar and Spikes and Babies so Nice out of Cincinnati, Ohio regarding the purchase of sugar glider joeys. The sale eventually culminated in the purchase of six gliders; 4 joeys and 1 breeding pair. We remained in frequent communication with Teri as it would take several weeks for the joeys we purchased to wean before they would be ready for shipping.

As part of our conversation, we requested and received several pictures and updates. As shipping time drew nearer we began to prepare for our new arrivals.

The First Lie

On April 16th, Teri was directly asked if the gliders would be receiving a vet check including a physical examination and a fecal. Teri’s reply was that the gliders would be seen that very week.

Several days later, on April 21st, Teri was again directly asked if the veterinary exams had taken place, as promised. Teri’s response was an assurance that they had seen the vet for an exam the previous day (April 20th, 2015) and that the fecal analysis (both a SNAP test and a smear/float) had been run. She promised to include the veterinary paperwork along with the shipment of the gliders.

She concluded the message with a brief warning that the gliders would be in a “kind of a tight squeeze” on their flight but assured us that they would be comfortable with room to “stretch out” and that they would have appropriate snacks for the flight.

The Neglect

However, on April 23rd, 2015 the gliders arrived in deplorable conditions. The four joeys were zipped into one 6.5 X 8.5” bonding pouch inside a very small kritter keeper and the breeding pair were zipped into a separate bonding pouch in a separate kritter keeper. The “snacks” were a few pieces of dried kibble that resembled dog food and some yoggies (small yogurt drop treats).

 

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The gliders inside the pouches were dehydrated, filthy and terrified. They were literally saturated with their own waste.

 

 

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photo5 photo6 photo7 photo8 photo9 photo10After arriving in these conditions, we immediately turned to the paperwork for confirmation that the gliders had indeed received a clean bill of health. However, there was no paperwork included. Though Teri claimed to have included the veterinary paperwork with the flight, the manifest reflects there was no paperwork to speak of.

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We contacted her about our issues with both the condition of the gliders and the lack of promised vet records.

The Forgery

When we approached her seeking answers, Teri promised to send us the veterinary records on the following day. The following day we followed up asking that she email us the paperwork. She agreed to email the information and then disappeared. She did not respond to us again for almost a full week. During this time we had our own vets perform routine fecals and housed our new additions in quarantine.

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Upon her return from her family emergency, she finally provided us a picture of the paperwork for her new puppy. She claimed the underlined portion was testing performed for the gliders, but that was not indicated on the paperwork. There were also no results included. At this point, we had been promised a hard copy with the glider shipment and then an emailed copy. Following that, she claims that she had to get a printout, and then that the vet had to call her with the results. She continually ignored our frequent requests for her vet’s contact information.

photo16 She eventually provides us with a new Patient History Report showing the tests results. The problem now is that this is document is a photo of a screenshot of a document still in a format that allows editing (notice the red squiggly Spell Checker lines). Also, there is no vet information on the letterhead.

The Detective Work and the Downward Spiral

Teri continued to ignore our repeated requests for her vet’s information so we reached out to a local animal hospital where we found out that Teri works, thinking the results may have come from that hospital. Using what little information was on the forms she sent and asking the  appropriate questions, we deduced that her forgery used their business as a front.

Teri Casper is known by the staff as owning sugar gliders, but they have never seen her gliders in the office as they do not work with exotics. They are familiar with her dogs and did see her newest puppy for an exam on April 20, 2015 as seen in the first Patient History Report. At the request of the vet, we emailed him the photos Teri sent to us. We never once implied that they were a forgery; the vet deduced this himself. The vet was very unsettled to learn that Teri had forged their initials and fraudulently claimed that the gliders we purchased were given a clean bill of health by their establishment.

To be transparent, Teri never once told us the name of the hospital she worked at. We found it on our own after much leg work and asking questions based on the information she gave us, because we wanted the truth. To respect the hospital and its staff, we feel that releasing the name of it or any of the doctors would be a disservice to the hospital, who had no idea what was going on and were helpful with helping us get to the truth once the facts were laid out.

Teri’s offer to send us a stamped hard copy is an empty promise. Because she works at this veterinary office, she could easily stamp her forged documents herself. It didn’t get that far, but this was the likely next step as she had promised to have documents mailed to us on the day we contacted the hospital.

It is unknown how long Teri has been forging documentation, but it is very likely not the first time (though that is an educated guess based on our experience and we have no actual proof that their are any victims of forged documentation besides us).

For the record, all we wanted was the truth. Our constant requests for such were met with more lies, excuses, or complete ignorance. We did not take it as far as we did for any other reason than we care about the well being of our animals and we wanted the facts. We wanted to know the vet that treated or checked them before they came into our care, and we wanted official proof that what was said was actually done due to the  inconsistencies we saw in her story.

Yes, we had planned on getting them tested by our own vets prior to their arrival as per proper new arrival procedures. That is not what is in question here. This is a community that is supposed to be built around honesty and putting the animals first. We were told something had been done, and we were lied to. Instead of coming clean, we were lied to on a bigger scale until we had to become detectives to find out the truth on a matter that, in the bigger picture, was pointless to lie about. On top of that, the gliders were mishandled and shipped in a manner that showed little thought or care for them.

We do care, and therefore we feel it is necessary to report this event to everybody in the hopes that things like this will stop happening in the community. If even one glider is treated better because of this, or if one person prevents being screwed over because they look a little closer at something that looks out of place, then sharing this information has been worth it.

The Aftermath

We posted this information to a forum meant to warn sugar glider owners and breeders of bad business transactions and shady people. Due to size, not all of the pictures were included (which is one of the reasons I am posting this to my blog), and that caused some mild heated discussion due to the lack of “proof”. These were distinguished once it was provided.

We posted here KNOWING that Teri could see it, and wanting her to be able to respond as she saw fit. Again, this was never meant to be an attack on her, simply a means to find out the absolute truth. As she has blocked all of us on facebook, we were unable to see her response when she DID post it, but we were able to see the content thanks to a friend.

Her response was as follows:

Teri-Casper-Screen-Shot-2015-05-07-at-9.04 Teri-Casper-Screen-Shot-2015-05-07-at-9.05

Now, while we respect her right to defend herself, the fact is, her response is full of lies. I’m not going to get into some of the ridiculous things she claims on a personal level, because this isn’t an attack. Some important notes however…

  1. We don’t know Teri outside of this transaction. Not only do we not have a clue what her finances were, are, etc…but we did not (nor would we have if we had known) mention them to her business partner (aka the boss vet we spoke to) because we called him only to find out rather or not the vet records were legit. I have no clue why she felt the need to lie about this other than to try and discredit us with information she can in no way back up.
  2. In no way, shape, or form did she ever discuss a 48 hour policy. We would have done it anyway, because it is good form to have the animals tested on both ends of that kind of travel, but adding regulations after the fact as a way to defend the things you did is just…sad.
  3. She claimed we harassed her boss and workplace and caused their partnership to end. False.
    1. I called once and left a message for him. I called a lot of other vets as well, trying to trace down where the documents originated.
    2. He called back, and I explained (as noted above) that we were looking for verification on these records.
    3. He asked me to email him the records and commented on how disturbed he was. All I sent him was the screen shots of her dogs patient history and the forgery she sent us. Everything else was pieced together by him because he’s a person of intelligence.
    4. He called me later to discuss the situation with Teri in the room. When asked if she had a response at the time, she said no.
  4. Here are screenshots of emails from him. Now, I understand that what I am including images of could basically be something  typed…but I refuse to drag the vet into this and that includes posting his name, so either you trust my word at this point, you don’t, or you stopped reading after the first picture:
    As you can see, he explained exactly what happened of his own accord. She resigned because it was that or get fired. This was probably the best situation for her overall because it let her control the ramifications of her dishonesty.

    As you can see, he explained exactly what happened of his own accord. She resigned because it was that or get fired. This was probably the best situation for her overall because it let her control the ramifications of her dishonesty.

    1. I replied to this email thanking him, apologizing for any stress or problems this caused, and explaining that Teri replied to our post and some of it (i.e. the bankruptcy statement, claiming again that the gliders were seen at the vet even though the vet himself told us that was a blatant lie with her in the same room, etc) was more lying and whatnot. I asked if he wanted the documentation we posted as well as her reply because, though we were trying our damnedest to maintain anonymity for his hospital, if somebody made the connection and anything came of it we did not want him to be unprepared or hit off guard. I also apologize for harassing him in any way, if that was the case. Full text in screen shot.
      OurReply
    2. His reply to that message?Vet Reply 2

Conclusion

As you can see, even after her entire lie had come to light, she continued to lie (when not face to face with someone in a place of power) and continues to do so. Instead of holding her head up, admitting her mistake, and apologizing at ANY POINT…she is alienating those in the glider community who can see what a real issue she caused. It’s like a terrible episode of Catfish where the person gets caught and just won’t confess.

To top it off, she verbally attacked the admin of the forum we posted the warning on initially, even though we did so to ensure she had the opportunity to say her piece, because…I don’t know…free time now? She even created a facebook group with a mission statement and told this admin that she was out to get her, then us. It has been reported, but seriously…

Not once have we tried to attack her. Karma bit her in the ass, and she just won’t stop fighting back. Even now, if she came clean about the situation, I would be completely fine with discussing with her why she felt the need to lie so much for so long on such a large level, because I read deeper issues here. I genuinely hope that she gets help and finds her way again, before any more animals or people suffer due to her actions.

All of this unneeded drama over a lie about testing a piece of shit.

Total cost of the test (for us, anyway)?

$20.00

 

To Teri
I want to say that I do not feel guilty about what happened. Our goal was not to ruin your life. We just wanted answers. That being said, you talking about standing outside of a gun store for hours disturbed me, because you said it for one of two reasons: you wanted sympathetic attention and made a bold, dramatic statement to get it, or you are truly suicidal and that was your way of reaching out. Suicide is not a joke. Period. And though I may not be the person you would want to confide what is really bringing about these issues to, if you ever get to that place again, I implore you to go to http://www.suicidepreventionlifeline.org/ or call the National Suicide Prevention Line at 1-800-273-8255 to get the help you need.

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Customer Service: A Satire…

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Recently, we had a terrible experience with an individual while ordering a couple of sugar gliders pets. I may post the full details of the experience in a follow up post, but for now, I wanted to write this to give everybody an idea of what this situation felt like if the person had been a national brand instead of a sole proprietor (though to me, a business is a business and you don’t screw over your clients/customers as bad as this person did…EVER.)

Enjoy…

(Names of companies and products have been slightly modified. Let me state that both non-modified companies are GREAT and are only being parodied due to how ridiculous all of this would be if a “real” business pulled these shenanigans.)

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Let’s go the land of make believe where a business run by more than one person tries to pull this kind of crap and see what happens…(Notice: Make Believe means made up, phony, or in this case, satirical)

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Me: (phoning Fake Amazon Customer Service)

Fake Amazon: Hello, Fake Amazon Customer Service. How may I help you?

Me: Yes, the cage I ordered a few days ago arrived today. While putting it together I noticed that the wheels were damaged and pieces of the cage are bent to a degree that make it impossible to put together properly.

Fake Amazon: Sir, the cage was shipped in the appropriate packing materials.

Me: Sure, but this is supposed to be a Nitter Cration cage. The box was a bit torn up on arrival, but…the box doesn’t even look right. It’s bright yellow and it looks as if somebody just wrote “Nitter Cration” on the side. The “r” is even backwards.

Fake Amazon: It must be overstock. I assure you that the box is correct and the product is exactly what was promised on the website.

Me: Are you sure? I have pictures. I don’t see a Nitter Cration logo anywhere on the box…

Fake Amazon: Sir, all of the appropriate information is on the website. You got what you paid for. Do you see picture of the box on the website? No. If you insist, we can send you the official shipping information for your particular unit to assure you that we sent you the appropriate cage. It will take 5-10 business days. Will that make you happy?

Me: I mean, that doesn’t change the fact that the cage itself is still damaged. I don’t need a whole cage. Can you just send me a couple of replacement parts? For how expensive it was, I didn’t even have to sign for it. It was just left on my door step.

Fake Amazon: Fake Amazon has no control over what happens to a product once it is shipped. You can file a complaint with UPS. You should contact Nitter Cration directly if you are looking for replacement parts.

Me: But I’ve already said this box has no markings and there is nothing identifying it as a Nitter Cration cage, though my online receipt blatantly states that it is one.

Fake Amazon: Sir, I’ve already stated that we can send you information on your unit within 5-10 business days. I’m afraid there is little else I can do. Please make sure to leave a positive review and let people know how your service was handled!

Me: But…

Fake Amazon: *click*

Me: (After 5 attempts to re-dial and receiving a busy signal, I give up).

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 As promised, on day 10, I received a letter in the mail with the supposed information on the unit.

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 Me: (calling Fake Amazon back…finally get through)

Fake Amazon: Hello, Fake Amazon Customer Service. How may I help you?

Me: Hi. I got information I requested on a cage I ordered a couple of weeks ago and I am having some issues with the legibility of the document.

Fake Amazon: I see in the notes that we sent out unit information on a Nitter Cration cage. Do you have further questions?

Me: It’s written in crayon.

Fake Amazon: That is not entirely accurate sir. As you can see, the signature at the bottom of the page was clearly done with a ball point pen.

Me: But..the rest of the document is written in crayon.

Fake Amazon: Is your issue with the color? Burnt Umber seems to please most interested parties, according to analytic information.

Me: You said you were sending me an official document to assure me that this was indeed a Nitter Cration cage so that I could contact the company about replacing my product!

Fake Amazon: Sir, I can assure you that everything on that document is 100% accurate…

Me: But there is nothing official about it! I can’t use this to get answers or parts replaced! I couldn’t use this to get a B on a Third Grade spelling assignment! It’s just crayon! Everywhere!

Fake Amazon: Sir, please, the ballpoint pen at the bottom…

Me: You need to send me something official that clearly dictates both yourself and the selling party  were a part of the transaction before I was or I am going to have to contact them directly for further information. This is getting ridiculous.

Fake Amazon: Well, sir, we have provided what you asked for and I’m uncertain why you are not satisfied. Perhaps we can re-send the document in 5-10 business days copied in Number 2 Pencil instead?

Me: *click*

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After much time on hold, I am finally able to contact a representative from Nitter Cration. After explaining the situation and providing them pictures of the official receipt from my account and the unit information they sent, I am assured that they had no idea the product was being sold in such a manner. Hours later, I am contacted by a Nitter Cration Representative, who informs me that Fake Amazon has a representative on the same line, and asks me to repeat the story. Fake Amazon refuses to comment after I am done. Days later, I find out that Nitter Cration and Amazon are no longer doing business with each other, though the split was purportedly “amicable”.

I received one final piece of mail from Amazon. It is important to note that the letter arrived on a crisp piece of 8.5 x 11 paper with a letter head and neat, legible Times New Roman font making up the content of the letter.

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 Dear Shitty McShitface Shitterson,

       We are unsure why you felt the need to contact Nitter Cration about problems with your unit. We would have happily replaced any defective parts, up to and including the entire cage, so long as proper proof had been provided. We have a history of doing that very thing and don’t understand why you continually hassled both our customer service and representatives from Nitter Cration until they were strong armed into forcing a peaceful severance of our sales agreement. That partnership was important to us and you spoiled everything!

Of course, other people will just sell the same product on our site, but the slight discount cuts into our profits and we are trying to make drones a thing. We hope you are happy that you have taken part in possibly setting the future of human technological evolution and fast, efficient shipping back by a decade because you wanted to be a whiner baby over some bent metal.

Fuck you.

Sincerely,

           Fake Amazon Representative

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So there you go. That shit would NEVER, EVER fly in a real business. For the record, I DID recently have an issue with a cage I ordered through REAL Amazon. Here is, more or less, how that conversation looked…

Me: I ordered a cage from you a few days ago and while putting it together, we noticed a couple of broken wheels and some bent cage pieces. We can’t really use it as is.

Amazon: I’m so sorry, sir. We will have a replacement shipped to you using our fastest method of delivery. Anything else I can help you with?

The. End.

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Moral of the story? The customer is NOT always right, but do not shit all over them when they are. Respect that your customers are not all idiots and some of them are willing to go the extra mile to find out the truth regarding things they spent their hard earned money on. If that truth bites you in the ass because you are a liar who forges documentation and ends up losing a business relationship over it, it was probably NOT the customers fault.

I will update at some point with the true inspiration for this story and the lady who turned shitty customer service and mistreatment of animals into what she claims is a personal attack. Just give me some time to get everything organized into a coherent story, and I promise I’ll post it for all to read.

In 5-10 business days.


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