backorder/shipping demise question

[hansmatt]

I just received an order for some basic livestock, and found that some of the order (group of 8 fish) had been backordered and would be shipped next week. Not a big deal. A group of 8 mexican turbos that I received had some sort of "suicide via ammonia"pact, and all died in shipment. I called to report these immediately, but found that replacements cannot be shipped with the backorder fish. The rep was very nice, and I have always received top-notch customer service from F/S and Liveaquaria, but I am curious why a backorder that is pending and will be going out sometime the next week, can specimens (through shipping demise) not be added as replacements? I realize that this could be taken advantage of, by adding new specimens to a backordered package at your expense, but for replacement specimens that seems to make sense. Am I off base here?
Thanks for listening,
Matt
La Crosse, WI

 

[dfs/la2]

hansmatt,

Thank you for your inquiry. We sincerely apologize for the loss of your Turbo Snails. Per our phone conversation, we are unable to add to back orders that are already at the holding facility. However, the credit to cover shipping charges has been applied to your card if you wish to reorder these specimens in the future. Again, We apologize for any inconvenience this may have caused. If you have any other concerns or questions, please contact our LiveAquaria Department at 1-800-334-3699, via email at CustomerService@LiveAquaria.com, or PM us.

Gwen S.
LiveAquaria
Drs. Foster and Smith

 

[hansmatt]

wow...I don't know if it was in response to the above posting, but I got a phone call from F/S not more than ten minutes after posting it. The representative was very nice, and explained the situation and system. Still same response, but wow...that's follow-up. Fair enough, I'm impressed!