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Bad Experience with Layne Labs

H

HoneyHawthorne

Member
My mice just showed up and I am so disappointed. I ordered 4 Bags of 10 pinkies, 1 Bag of 10 sm Fuzzies, and 1 Bag of 10 lg Fuzzies. They threw all the pinkies into one bag--if I had wanted it like that I would have ordered elsewhere or gotten 100 in one bag which was the same price, I deliberately chose that option so they would come in separate bags. Every single bag was completely broken and the mice were all over the box (and their feet and tails too separately). Some were stuck to the dry ice, mostly just feet and tails. All in all I am disgusted and disappointed. If I had wanted this I could have gone elsewhere for less.
 
HoneyHawthorne said:
My mice just showed up and I am so disappointed. I ordered 4 Bags of 10 pinkies, 1 Bag of 10 sm Fuzzies, and 1 Bag of 10 lg Fuzzies. They threw all the pinkies into one bag--if I had wanted it like that I would have ordered elsewhere or gotten 100 in one bag which was the same price, I deliberately chose that option so they would come in separate bags. Every single bag was completely broken and the mice were all over the box (and their feet and tails too separately). Some were stuck to the dry ice, mostly just feet and tails. All in all I am disgusted and disappointed. If I had wanted this I could have gone elsewhere for less.
Click to expand...

Personally I have never ordered from them before but thank you for sharing your experience with us. I would contact them ASAP to share your thoughts and see if they can work something out with you. Good luck to ya!
 
That happened to me this week, not from Layne Labs, but with Big Cheese, which was pretty surprising to me. I wasn't really upset about some missing tails/limbs because pinkies are so small and fragile, except that some were also missing HEADS. :( That was very disgusting and I am quite disappointed but thankfully the majority of them were still usable and as usual the packaging is very high quality and all of the mice are clean. Sorry to hear about what happened!
 
I had the same issue with American Rodent Supply. They didn't wrap the dry ice well enough and it came in contact with the freezer bags and split them open. I have since stuck with Mice Direct or Rodent Pro and have not had an issue.
 
wow...

I haven't ordered through layne labs or big cheese.. as I'm located in Canada but that's horrible..
and to have heads missing on pinks seem extremely unexseptable..(I agree that tails and limbs can and do break off during transport but a WHOLE head???

that's just poor product control if you ask me, who ever is over seeing what's getting shipped before its it leaves the building isn't doing their job.. IMHO, I used to work at a printing factory and even having panflits leave the building that had a folded corner had to be fixed.. and that's a paper panflit! lol when it comes to the quality of food for someone's pet I would think they would put more care into their company ..

very sad to hear, thank you for sharing!
 
All better now!

I contacted them, and this is the reply I got--which completely satisfies me!

Jocelyn,

I apologize for this situation, but I assure you that our customer satisfaction is our number one concern. I would be more than happy to reship you the order. Unfortunately what you are describing sounds like the product of rough handling by the carrier. When FedEx does not handle the packages with care the bags inside can break and can cause the mice to break as well. I noticed that you purchased our smallest size mice. When these mice are frozen they become brittle and they can be broke like this when the packages are not handled with care. I will make sure to send you the correct order (in bags of 10 this time as well). Due to the Thanksgiving holiday next week we cannot ship until the first week of December though. Please let me know if this will suffice.

Thank you,

Jenna Bennett
Click to expand...
 
Yeah, it was absolutely awful to have the heads missing, but I honestly think there's going to be a disappointment from every company at one point or another. For every twenty (or whatever #) people who are very happy with a company there's going to be one that's disappointed IMHO. I have been very satisfied with Big Cheese before as have many other people and I think their customer service is fantastic and besides just those few the other mice were very clean and looked great so I am personally OK with having a slip up. If every single mouse was like that I would have been VERY angry.
 
this is very true! ^^^

shipping is well shipping! lol and accidents do happen along the way..
I think it was just reading that the heads were missing sorta through me back, I haven't experienced that one..yet ;) lol

and hopefully not soon! lol
 
The last two orders I received from mice direct were terrible. The larger mice were filthy and most of the pinkies in both orders were freezer burned badly. When I contacted them about it they said they didn't send any freezer burned pinkies and were rude in the emails. Very disappointed with them. That's why I quit using them years ago but I got suckered in by their 50% off sale. I guess you get what you pay for.
 
A pinky or two (or even a fuzzy) with the head broken off doesn't bother me really. They aren't joking about the brittle and the heads are easily broken off with your fingers while the mice are still frozen.
 
Through experience the best thing to do is contact the company immediately, you could even include pictures of the shipment to enhance your statement but the most important thing for a company is customer satisfaction so "usually" the company, such as this case shows, will go over and beyond to make you happy as they would want you to continue ordering from them.

Happy to hear about your situation and that you were able to get it straighten out.
 
I had a bad experience with Layne Labs too. They gave me a bunch of extras to make up for it, and accidentally shipped my order twice, so I ended up with more pinkies, fuzzies and hoppers than I will ever need, but I'll find another company to order from in the future.
 
Just as FYI, take photos when this happens. Not just to post here, but to show the companies. Pinks do break easily, but packages should never break open and spill out.
 
The heads of frozen pinks just pop right off. Just save the heads/headless bodies in case you have a regurge! They are great for tiny hatchlings, too. Like Chip says, the heads/limbs break off pinks very easily. But broken bags is not acceptable. I have made two orders with Big Cheese and have always been REALLY happy with them.
 
I have had three orders with RodentPro and I'm really happy with them. I've had a few tails/feet broken off but no heads or broken bags.

They are having a sale right now if anyone is buying rodents.
 
My problem wasn't with the mice. They told me when to expect my shipment. I took that day off of work (a Friday lunch shift is a lot for a bartender to give up), but instead of my mice, I got an email saying that everything was "on schedule" for me to receive my shipment the following week. I called them but had to leave a voicemail. After a few hours of not hearing back from them I sent an email.

On Monday afternoon (almost 72 hours later) I finally heard back from them. Their email said that they didn't tell me I would get my mice that day, and that the delay in their response was due to the fact that I called after they leave the office at 4pm. I sent them a copy of the email showing that they DID say that I would get them that day, and reminded them that cell phones keep a log of calls made and when they were made. I had actually called them at 2pm my time, which is 11am their time.

Now, as I said, they bent over backwards to make things right, and accidentally shipped my order twice. I ended up coming out way ahead, but their dishonesty and unwillingness to initially take responsibility for their mistake has lead me to decide to never use them again.
 
I purchase from two suppliers.....Big Cheese & RodentPro..........ONLY.

Big Cheese is my first choice.....ALWAYS happy with their clean, vac-sealed product.

I use RodentPro dependant apon if Big Cheese is out of something/amount that I need (which is rare) or if RodentPro has something at a lower price and have ALWAYS been happy with their products to.

I like Big Cheese over RodentPro due to the vac-seal. I usually order large quantities and the vac-seal provides a longer shelf life and prevents again freezer burn.

These two seem to have the lowest prices most of the time as well.

Walter
:crazy02:BOUT' CORNS !!
 
I've never had an issue with LL, but that is such a bummer. Their customer service has impressed me, when I've just contacted them with general questions. You should see some of the packages I get...UPS isn't much better...I really don't think they care much about how "fragile" something is...
 
Reading this thread makes me really happy to buy locally. o.e
I have however fed rodents from some of the bigger places and have yet to be satisfied.

I got a few mice from the expo last week since I ran out of adults, and I opened the bag this week and the mice smelled rotten. Their skin was all black, you could feel the bones in their tails, and they blew all their fur, so I think they were rotten. YUCK!
 
The only options to buy local here are live (newp), or from Petco/Petsmart/local ma'n'pa...The quality from those 3 places is less than stellar...
 
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