Business ProfileforFear Not Tarantulas, Inc.

The customer service is lacking greatly. I had an issue with one of my vials being empty and they kept insisting they double check and this could not happen, like humans don’t make errors everyday. I got one of the Tarantulas that I ordered, and was told to kee checking the moss for the missing one. I sent them a clear video of the moss, zoomed in, to show that the vial is, in fact, missing a spood. Customer service still hasn’t admitted wrongdoing and instead of offering to reship or send a refund at the very least, they said they may be able to send another with my next order, IF they still have them. The second T was considered a “freebie” so I guess they aren’t required to do anything, which is very unprofessional. I would have not ordered otherwise and I feel this company is being very shady with all of their outlandish disclaimers and expectations. They make their customers pay for their mistakes. I won’t be getting that lovely T Albo, bc I will not be purchasing a second time. I will definitely be passing on my personal experience with every person that I know in this hobby and I will be disputing the charges with my bank if no resolution is found, other than “you can pay for shipping all over again and then get what you ordered and already paid for”. Get real.

Just to clarify, the quote the customer has included was not something that we said.  If we could include the communication here, we certainly would so others could see that we went above and beyond for this customer.  Please keep in mind that this was a free gift that is being complained about, and we did offer to replace it with her next order, which we did not have to do. 

We deal with living things here at Fear Not and take it very seriously.  The process we have for packing up animals ensures we do not ship an empty vial.  There are rare times when a customer cannot find a spiderling and we have clear instructions to follow in those cases.  When following those instructions, 95% of the time the customer finds the spiderling.  Constantly poking through a few sprigs of moss, as was in the video, is not how to find a spiderling, and could have caused harm to it.  If the customer could not find a spider and it had been paid for, then we would have shipped her a replacement, but this was a free gift. 

There is nothing to refund because this was a FREE gift. I'm not sure how the customer is going to "dispute" a charge for something that was not even paid for and was a free gift.   Free things that we include are not covered the same as things that are paid for.  This is clearly stated in our terms of service which the customer agreed to and even acknowledged she knew about in an email.  All retailers of spiders have this in their terms of service. Those in the tarantula community know very well how "freebies" work and that they are not guaranteed. 

We went above and beyond with this customer by offering to replace the FREE spiderling that she could not find with her next order.  Not all retailers would have offered that.