Basils cage arrived broken :( - Page 2

Heather · 03-09-2015, 07:30 AM

That's exactly what I thought, it's why I feel insulted. I feel like it's their problem because even after it happening before they've failed to improve their packaging, but I feel like they think I'm running some kind of scam!

Willow Wisp · 03-09-2015, 07:40 AM

To be honest Heather I think these cages have been damaged before Zooplus ever got them, every single one of them has identical damage in exactly the same place, that's too much of a coincidence for it to be happening on delivery. I reckon they arrived at Zooplus with the damage, maybe a pallet full of them got knocked or something, they do arrive at Zooplus already boxed and they obviously aren't opening the boxes to check them so they have no idea what they are sending out is damaged, they really should be checking them!
I don't feel they think your scamming them

don't worry over that

They probably just think they can't give you anymore big discounts

Tell them you don't want anything from them other than an undamaged cage which afterall is what you paid for

tell them you will seal the box on this one and hand it to the courier who brings the replacement

Heather · 03-09-2015, 07:48 AM

I think you're probably right! I bought a glass terrarium from there a couple of weeks ago and that came in perfect condition. I think I get too paranoid

. I honestly expected them to tell me straight away they will send out a new one and arrange to collect this.

cypher · 03-09-2015, 08:01 AM

You're not being paranoid, you have every right to expect that, I hope they get there act together & do send you a replacement, quickly!
I think Willow's probably right about them getting broken in storage, especially if they're being kept somewhere really cold so the plastic gets a bit brittle then they get knocked about & crack or break.
I think what Zooplus don't like is paying to have them collected & having to get rid of them. My broken one was the terrarium & they actually offered me money to keep it lol! Getting a new one sent out was a lot easier than persuading them to pick up the broken one!
I'm feeling a bit paranoid now after hearing of so many damaged cages having just ordered a Mamble, from Amazon though so fingers crossed it will be ok!

Heather · 03-09-2015, 08:10 AM

Me too, I know Basil can't understand me but I actually feel guilty for telling him he'd be getting a nice new cage today

. I feel like he knows haha! The bases on the Barney are flimsy, compared to my hamster heaven it feels quite cheap, but once the cage is all set up it doesn't really make a difference. It's just getting it here in one piece that seems to be the problem!

They're taking a while to reply now, I'm hoping it's because they're sorting out a replacement!

I think Amazon customer services are great, I never worry about buying from there. Just frustrating waiting for replacements, even with the best customer services!

Heather · 03-09-2015, 08:13 AM

I can't believe they offered to pay you to keep it hahaha! I was dreading my glass one arriving broken, that would have been a real nightmare. It was really well packaged though, the barney cages have no padding around the em at all. Just a bit of polestirine (I'm not sure if that's spelled right, sorry!) would probably save them!

Heather · 03-09-2015, 08:14 AM

Polystyrene!

Heather · 03-09-2015, 08:15 AM

My spelling is atrocious

. My phone usually helps me out, but not this time!

Willow Wisp · 03-09-2015, 08:20 AM

What I really don't understand is why they feel the need to replace the entire cage, bar section, platforms, ramp, accessories etc surely it would be more economical for them to just replace the bases.
I think Cypher is right, it's the returns and return costs they don't like, that's why they offer a discount first, they have a minimum order value too don't they, so I'm sure it's all to do with courier costs and disposal of faulty item costs etc.

Good luck with your replacement, keep us updated

Cypher good luck with your Mamble delivery, I'm sure you don't need it though, it will be fine

Heather · 03-09-2015, 08:26 AM

Yeah I don't understand that. I actually had the green ladder on my hamster heaven snap and I asked Amazon if they did replacements and they said they could send me the entire cage, I really didn't want them to because I felt it was such a waste! I wonder what happens with the returned items that are used/ damaged.

Thanks, I will do!