A little disappointed

Peter Eichler

New member
I've ordered drygoods and cleanup crew from you guys in the past so I thought it was about time I tried some corals. Everything was packaged well and the shipment came when it was expected. However, upon opening the bags of two SPS frags I got I was let down.

I got a...

http://www.liveaquaria.com/product/prod_Display.cfm?pCatId=2473

I was a bit bummed that the coral was not encrusted and had come lose from the tile it was connected to with a bunch of globs of super glue on both the coral and the tile.

Especially surprised after reading these exceprts...

"Being fully encrusted, it enables them to ship better with less stress when compared to newly fragmented corals."

"The Purple Pillow Acropora Coral frags are mounted to an aragonite disc"

Then I opened my...

http://www.liveaquaria.com/product/prod_Display.cfm?pCatId=2595

To find only a little twig, no branches just one little twig coming up the center of a plug. I realize this isn't WYSIWYG but I was hoping for something a little more representative of the photo you have displayed.

These were both bought as addons to a divers den piece and that was well represented in your photo so no vomplaints there. They were also both part of the weekly specials, maybe I got "the bottom of the barrel" and that's why they were on special? Anyhow, I've always had good experiences with you guys in the past and will probably continue to deal with you, but I'll certainly thing twice about buying non divers den items.

Lastly it would really be nice if you gave price breaks on in state shipping. Having to pay full next day air pricing for something that is about a 4 hour drive away certainly has kept me from pulling the trigger on orders in the past. Having to pay state tax adds insult to injury, though through no fault of yours :)

Regards,
Peter
 
After looking a ittle more closely tonight I'm not even sure I got the right frag for the Purple Pillow. It is almost solid green and seems to have a different growth form that the coral pictured. It's not really "bushy" or "clustered". Maybe this explains the strange ceramic tile it was to have been mounted on? Well, the tile that was in the bad with some glue on it :lol:
 
Peter,

Thank you for being a valued customer and I appreciate the opportunity to resolve this with you. Some of the photos we have of our Aquaculture corals are of grown out colonies to give customers a visual of what the corals potential growth is. Please visit the link to our gallery to view the frags you mentioned in our Aquaculture Coral and Marine Life Facility. Please compare the corals received with the ones photographed. Purple Pillow and Lupine Staghorn at Aquacultured Coral and Marine Life Facility

We have a 100% satisfaction guarantee and I would like to offer you replacement corals or a full refund. A manager at our shipping facility would package your replacement order to ensure your satisfaction. Your file has been noted and any LiveAquaria representative would be happy to help you.

Your suggestion to offer discounted shipping in state has been noted. We have never profited on shipping and handling as we charge less to our customers than we pay out on the average package.

Jaimie Anderson
Manager of LiveAquaria
1-800-334-3699
customerservice@liveaquaria.com
 
<a href=showthread.php?s=&postid=9706673#post9706673 target=_blank>Originally posted</a> by dfs/la2
Peter,

Thank you for being a valued customer and I appreciate the opportunity to resolve this with you. Some of the photos we have of our Aquaculture corals are of grown out colonies to give customers a visual of what the corals potential growth is. Please visit the link to our gallery to view the frags you mentioned in our Aquaculture Coral and Marine Life Facility. Please compare the corals received with the ones photographed. Purple Pillow and Lupine Staghorn at Aquacultured Coral and Marine Life Facility

We have a 100% satisfaction guarantee and I would like to offer you replacement corals or a full refund. A manager at our shipping facility would package your replacement order to ensure your satisfaction. Your file has been noted and any LiveAquaria representative would be happy to help you.

Your suggestion to offer discounted shipping in state has been noted. We have never profited on shipping and handling as we charge less to our customers than we pay out on the average package.

Jaimie Anderson
Manager of LiveAquaria
1-800-334-3699
customerservice@liveaquaria.com

The Lupine I got looks a lot like the one on the far right in the photo maybe just shorter, so I essentially just got the runt of the litter. ;) The Purple Pillow does appear to be the same species as those pictured save for the fact it was not on that disk and was not attached. Thanks much for that, at least I know I got the right SPS.

The refund/replacement is going far beyond what I ever would have expected from this "problem". I almost feel guilty taking it as these corals will grow in due time. Thank you for the awesome service!
 
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