This doesn't warrant a bad guy thread. I just want to share my experience so that others might make an informed decision before doing business with this guy.
TL/DR version: Mark Ryland of The Reptile Jungle is unprofessional and unapologetic about inconveniencing his customers.
27 August - I called Mark to place an order for a custom PVC enclosure. He told me that he was going to be out of town for a show or something and that it would take about two weeks to build. I agreed to this and paid for half of the enclosure up front.
8 September - Mark called me to verify whether I wanted a sliding or swinging door.
14 September - It had been a little over two weeks, so I called Mark to see if I could come pick up the enclosure that weekend. Mark told me that his rat supplier had doubled his prices, so he had to spend that weekend building rat racks. He said that he'd definitely have my enclosure done the following weekend.
22 September - I called Mark to verify that my order was complete before heading down there to pick it up. Nope. Now the glass is being cut and it should be ready by Wednesday.
26 September - I called Mark Wednesday afternoon to inquire about picking this thing up after I got off of work. Nope! Now it's about to be painted, but it should be dry by the next day. I didn't have time to pick it up Thursday or Friday, so I let him know that I'd be down on Saturday.
29 September (Today) - We arrived at his shop to pick up the enclosure. It looked nice enough, but then the door handle/lock came right off in my hand because it had apparently just been glued on. His kid (who was manning the shop) made the comment that they "were afraid that was going to happen". He made no attempt to explain what was going to be done about it and just snottily said that if we "didn't like it they would just sell it to someone else".
He offered to call his dad (Mark) and put me on the phone with him. I proceeded to tell Mark what happened and how annoyed I was that this thing still wasn't ready, and I had driven nearly an hour to get there and didn't feel like coming back. Mark just said that he would come down there, cut me a check, and sell it to someone else. I guess I know where his son got his customer service skills.
It took him 10 minutes to get there and another 15+ minutes for him to figure out how to issue the refund while I just stood there. Not once was any hint of an explanation or apology offered.
I can understand being told that this would take 4-6 weeks from the beginning. I can understand delays and setbacks. But I don't understand how you can repeatedly fail to inform the customer, who literally has car keys in hand, that it isn't going to be ready? And after three delays the product has still not been finished after I am told to come pick it up??
I can tell that Mark doesn't seem to think that he's lost any business due to my mistreatment because he still has his product to sell. But FYI Mark, I had two friends that were waiting to see how ours came out before they came to you to have their own built. I had also heard that you built acrylic displays and I was planning on trying you out for those as well.
Maybe it's for the best. Maybe you could use the free time to take care of those sick snakes in your shop.
TL/DR version: Mark Ryland of The Reptile Jungle is unprofessional and unapologetic about inconveniencing his customers.
27 August - I called Mark to place an order for a custom PVC enclosure. He told me that he was going to be out of town for a show or something and that it would take about two weeks to build. I agreed to this and paid for half of the enclosure up front.
8 September - Mark called me to verify whether I wanted a sliding or swinging door.
14 September - It had been a little over two weeks, so I called Mark to see if I could come pick up the enclosure that weekend. Mark told me that his rat supplier had doubled his prices, so he had to spend that weekend building rat racks. He said that he'd definitely have my enclosure done the following weekend.
22 September - I called Mark to verify that my order was complete before heading down there to pick it up. Nope. Now the glass is being cut and it should be ready by Wednesday.
26 September - I called Mark Wednesday afternoon to inquire about picking this thing up after I got off of work. Nope! Now it's about to be painted, but it should be dry by the next day. I didn't have time to pick it up Thursday or Friday, so I let him know that I'd be down on Saturday.
29 September (Today) - We arrived at his shop to pick up the enclosure. It looked nice enough, but then the door handle/lock came right off in my hand because it had apparently just been glued on. His kid (who was manning the shop) made the comment that they "were afraid that was going to happen". He made no attempt to explain what was going to be done about it and just snottily said that if we "didn't like it they would just sell it to someone else".
He offered to call his dad (Mark) and put me on the phone with him. I proceeded to tell Mark what happened and how annoyed I was that this thing still wasn't ready, and I had driven nearly an hour to get there and didn't feel like coming back. Mark just said that he would come down there, cut me a check, and sell it to someone else. I guess I know where his son got his customer service skills.
It took him 10 minutes to get there and another 15+ minutes for him to figure out how to issue the refund while I just stood there. Not once was any hint of an explanation or apology offered.
I can understand being told that this would take 4-6 weeks from the beginning. I can understand delays and setbacks. But I don't understand how you can repeatedly fail to inform the customer, who literally has car keys in hand, that it isn't going to be ready? And after three delays the product has still not been finished after I am told to come pick it up??
I can tell that Mark doesn't seem to think that he's lost any business due to my mistreatment because he still has his product to sell. But FYI Mark, I had two friends that were waiting to see how ours came out before they came to you to have their own built. I had also heard that you built acrylic displays and I was planning on trying you out for those as well.
Maybe it's for the best. Maybe you could use the free time to take care of those sick snakes in your shop.
