Exoticantstore Reviews 

Antwoord van Exoticantstore

Geüpdatet op 27 feb 2021

Dear Mr Smith we are very sorry that you are not happy with our service- we try our best and pride ourselves on our customer relations. We do not seem to have any records of correspondence with you - but you can be certain we will look into the matter and update you shortly. It is very unusual for us to receive any kind of bad review - having been in business now for eleven years and having many thousands of happy satisfied customers. You can be sure of our utmost effort to resolve this matter.
Update: We have now found your file as such - and there seems to be some major differences between your description of events and the actual factual events. We will respond shortly with the true explanation of what has happened here.

After reviewing your file we would like to update this reply: When one of the colonies from your first order was not available you were offered a full refund, but requested that a replacement colony was sent to you at a later date as you were going to place a second order. The total value of both orders was not 400 as you state, but 335.
You also did not pay the full cost of postage. The full cost of postage for both orders was 90 pounds and the total amount you paid for postage was only 50, as we subsidize the postage for orders over 100 and the difference was paid by us.
The second order was sent in November and It is clearly stated on the shop page and in our terms and conditions that the customer is responsible for checking weather conditions regards expected arrival date, and you were notified several times that live arrival at this time of year is not guaranteed. At no time did you state that the weather was unsuitable for sending. Our terms and conditions clearly state we cannot replace stock or refund if the stock arrives dead due to delayed delivery or bad weather conditions. This is also stated on our postage page and was stated twice in communication with you. When some of the ants arrived dead due to late delivery and weather conditions, you decided that our terms and conditions although they apply to everyone else, did not apply to yourself and demanded a full refund. We received numerous abusive emails asking for a full refund for both orders - stating that if we did not give you a refund, you would post bad reviews about our business.
Regards documentation: We clearly state that it is the customers responsibility to check up regards import regulations and what is required. As we export worldwide to over 35 countries it is impractical for us to keep up to date on the import regulations for each country, and much more sensible for the individual importer to check this. We export to scientific establishments and research Institutions, all which inform us of any required documentation, which we can duly supply. For normal hobbyists no export documentation is required to export colonies from Thailand as ants are not covered by CITES or health regulations. If any additional documents such as an invoice are requested for importation these can be provided, as has been done before.
On a more serious note, for some reason, you forget to mention you tried to scam us by submitting a claim to PayPal stating that your account had been hacked, you did not know anything about the orders and you did not make the purchase! This was fraudulent and not the brightest thing to do as the packages were clearly shown to have been delivered to your home address, and we had numerous emails from you regards the orders. After investigation by PayPal your claim was rejected, and we have since heard your account with PayPal was closed by them for attempted fraud.