Big Apple Pet Supply

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 lengthIn considerationof this issue, we are willing to provide a courtesy refund of $totalWith 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 forwardAs to the confusion as to what size chameleons we sellwe do sell smaller than 4" chameleonsbut at the time we were out of stock of the smaller 2-3" chameleons even though they wereonlineHowever, if you added them to the cart this was indicatedStock 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 taskWe are always available for any questions a customer might have including getting measurementsand details on any animalsI 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***, CEOBig Apple Pet Supply, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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]

Review: I ordered the 40-gallon eco carpet for my enclosure in brown and when the shipment arrived, the carpet was green. The carpet shown on the website is brown (the only color shown) and the carpet reviewed in the video was brown as well. There was no color selection so naturally I assumed that that was the color I would be getting. In addition, nowhere on the website is it stated that they do not guarantee what color carpet will be shipped or implied that there is more than one color in their inventory. I already have a green carpet and besides that carpet is available everywhere and I can get it from my local pet store without having to pay an overpriced $10 shipment.

When I called customer service to request a refund, I was told that I could ship the product back at my own expense. I explained why that did not seem right to me because I received a different color product and after being put on hold a couple of times, was transferred to the manager ([redacted]?) who was rude and told me that they have no control over what color carpets they receive from the manufacturer. When I suggested that, perhaps, that should be reflected on their website and that as a customer I have no way of knowing that, I was told rather rudely that they would pass the message along to the manufacturer. Anyway, they would not let me return it without paying the shipping fee myself, which is wrong. I don't believe I should be penalized with an extra expense for receiving a product that I did not want. I went back to the website to see if there was anything on there regarding colors, but I could not find anything. I would like to return this product without having to pay shipping fees and to receive full refund.Desired Settlement: I do not believe I should be made to pay shipping fees to return this product. I don't think this is an unreasonable request since the product shown on the website and advertized in the video is brown and that is what I need and the only reason I ordered from this company. Thanks!

Consumer

Response:

At this time, I have not been contacted by Big Apple Pet Supply regarding complaint ID [redacted].

Sincerely,