Big Apple Pet Supply Inc

August 17, 2017Dear [redacted]:We received your letter dated August 14th, regarding the reference described above, we learned from your letter that the Veiled Chameleons have died, and here is our part of the story:On Wednesday 8/8/17 [redacted] called complaining about the size of the chameleons,...

we asked him to send a picture next to a ruler to verify his problem, many times we reminded him that his order was for chameleons 4" to 5" long, but he wouldn't listen, he just kept yelling. He sent the pictures over but without a ruler to verify the size, we wrote him back asking again for pictures next to a ruler and he called yelling and threatening stating that he won't send any more pictures because he already sent some. At any moment he could have notified us about the health of the chameleons, but he did not, he only complained about the size. We verified the size of the chameleons and we do not carry chameleons smaller than 4" tail to head.We were patience with him and we were willing to offer a solution, but we needed the pictures to move forward and he declined to produce them.Attached you will find:a) Your forms filled. b) A copy of the original order stating that his order was for 4" to 5" Veiled Chameleons, no 5" to 7" as claimed. c) Copy of email thread between [redacted] and a Customer Service representative. d) Pictures provided by [redacted].e) A copy of an email from CEO to [redacted]. f) Copy of Our Live Animal Guarantee (you can find it in our website as well)At this point we are unable offer a refund because we never received the proper photos indicating that the wrong size was sent.Please let us know if you need more information from us, we'll be happy to respond.Thank you for your time. I'll be looking forward to hearing from you.Sincerely,Gabriela Big Apple Pet Supply

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
I am going forward with legal action.
Regards,
[redacted]

This letter serves as a measure of good will in an attempt to resolve this issue regardingthe fact that [redacted] thought when he ordered from our website that he was receivingVeiled Chameleons measured snout to vent when we measure total length. In considerationof this issue, we are willing to provide a courtesy refund of $62.99 total. With this refund, all matters and issues both present and past with regards to this orderand all animals contained on the order is considered settled. [redacted] would need toprovide a statement indicating that he has ceased any further letters or communicationsto any organization regarding this matter and has removed any online posts nor will hepost anywhere going forward. As to the confusion as to what size chameleons we sell... we do sell smaller than 4" chameleonsbut at the time we were out of stock of the smaller 2-3" chameleons even though they wereonline. However, if you added them to the cart this was indicated. Stock comes and goes very quicklyand we try to keep up with taking items on and off as soon as possible but with hundreds of pagesof reptiles it becomes a near impossible task. We are always available for any questions a customer might have including getting measurementsand details on any animals. I understand where the confusion came from and while we have notpreviously had this issue we have added Total Length to the size description when a customer adds the chameleon to the cart.  Steven S[redacted], CEOBig Apple Pet Supply, Inc.