Uncle Milton Ant Farms

Complaint: [redacted] I am rejecting this response because: ***'s comment "The original shipping cost Mr [redacted] pays was due to the gel shipment, not the ants." is ridiculous Why did I pay for a cold pack for gel that does not require refrigeration? Surely anyone can come to the same conclusion that the cold pack which cost extra was for the LIVE ants and not some powdered product that will not deteriorate in shipment Was $a reasonable cost to ship GEL that weighs a little more than a letter? He did not respond to my query why they agree to ship with anything less than priority shipment If their company really cared about LIVE ants arriving ALIVE, they would only offer a shipment method that would guarantee that very thing and not charge EXTRA for an unguaranteed method [redacted] mentions shipping with tracking - neither the original shipment or the reshipment tracking information provided ever produced a shipment status when I queried I always got some bogus "unable to track" notice in return so what they provided was useless They themselves could not tell me the status of the original order from their own tracking information The bottom line is this company charged me over thirty dollars for some powder that I can turn into a gel which I had to order twice and received a month after my initial order I call that a rip-off, plain and simple Sincerely, [redacted] ***

This is a response to the complaint filed 8/17 with the Revdex.com by [redacted].This is a summary of our communication with Mr. [redacted]:Mr. [redacted] ordered on 7/4/16. My records show we shipped his ants and gel via UPS the next day, 7/5/16. However, tracking never updated on this...

shipment. UPS has been relabeling our packages and sometimes not scanning them in at all. This leads to items being delivered without any active tracking at all. When Mr. [redacted] asked for tracking information on 7/14 I apologized and asked Mr. [redacted] to wait to see if the package was received. Per the terms of our website, ground shipping can take up to 12 business days. I promised to reship if it wasn't received within that time frame.On 7/19, Mr. [redacted] informed me that he hadn't received his shipment. On 7/20, we reshipped his order of ant gel and ants with a new tracking number. UPS relabeled this package, but I emailed Mr. [redacted] the updated information as soon as I had it available on 7/28.Mr. [redacted] let me know his package arrived on 8/1 and that the ants were dead. I emailed him on 8/2 with our warranty reshipment link and the instructions to make the gel from the powder and water. He requested a refund, but our terms make it clear that the customer takes responsibility for all ant death. On warranty reshipment, we cover the costs of the ants and the customer is required to cover our shipping cost.Concerning Mr. [redacted]'s concerns over the shipping costs and requesting a refund on this order:Our terms and conditions state that the customer takes responsibility for any ant death during transit. During checkout, the customer is required to checkmark a box stating that they have read and agreed to the terms of the website, which are linked at the top of each page.When shipping fragile livestock like ants through the mail, it's important that they spend as little time in transit as possible. We highly recommend the Priority shipping upgrade to our customers both on the page to order the ants as well as on our terms page. Often these shipments arrive fine without the cold pack and priority shipping, so we do not actually require that the customer purchase these in order to buy from us. It is possible to order live ants with ground shipping for as little as $4.90, but we cannot cover ant death on that type of shipment because our margin is so low. However, we do like to provide our customers with the option to choose a cheaper shipping option if they are willing to take the risk.Normally our warranty reshipment option where we cover the cost of the ants is only available to customers who purchase both the cold pack and priority shipping. However, I made an exception for Mr. [redacted] and offered to cover the cost of the ants on a reshipment if he would cover the cost of shipping. This was not satisfactory for Mr. [redacted] and he demanded a full refund.If Mr. [redacted] returns the gel refill, I can refund him the $7.99 cost for that. The original shipping cost Mr. [redacted] pays was due to the gel shipment, not the ants. We offer free ground shipping on the ants, but the gel does have a standard shipping cost.Our terms from our website:http://www.[redacted].com/contents/en-usThank you.[redacted]

Complaint: [redacted]
I am rejecting this response because:  [redacted]'s comment  "The original shipping cost Mr. [redacted] pays was due to the gel shipment, not the ants." is ridiculous.  Why did I pay for a cold pack for gel that does not require refrigeration?  Surely anyone can come to the same conclusion that the cold pack which cost extra was for the LIVE ants and not some powdered product that will not deteriorate in shipment.  Was $8.99 a reasonable cost to ship GEL that weighs a little more than a letter?  He did not respond to my query why they agree to ship with anything less than priority shipment.  If their company really cared about LIVE ants arriving ALIVE, they would only offer a shipment method that would guarantee that very thing and not charge EXTRA for an unguaranteed method.  [redacted] mentions shipping with tracking - neither the original shipment or the reshipment tracking information provided ever produced a shipment status when I queried.  I always got some bogus "unable to track" notice in return so what they provided was useless.  They themselves could not tell me the status of the original order from their own tracking information.  The bottom line is this company charged me over thirty dollars for some powder that I can turn into a gel which I had to order twice and received a month after my initial order.  I call that a rip-off, plain and simple.
Sincerely,
[redacted]