RJT
Member
Just a few months ago I was praising this company and placed around 5 orders the last few months as well.
I placed an order on hold back in December for 2 female solon wrasses and 2 exquisite fiji wrasses. I was called around 3+ weeks about completing the order, which I had totally forgot about. In fact I have placed an order with them while this order was on hold.
I added a couple of convict tangs and completed the order. When I got the package the water was really cold and all of the fish were in bad shape (breathing fast, very pale and laying on their sides). I also noticed that I received 2 blue side and wrasses and 2 maldives (red undersided not the mostly green fiji variety) instead of the wrasses I ordered. It clearly said fiji wrasse on the box I checked. They do say they get them from Maldives, Africa, Australia and Fiji range but it clearly states that the fiji variety is what they offer to sale. I have bought these same wrasses from them before.
I took pictures and emailed customer service. No one responded. The next day one of the exquisites died. Took pictures and emailed, this time they responded by telling me that I would receive a credit. I responded back asking what about the fish I didn't order? No response. I called was told only Mark Martin could handle that but he was out until Monday. Per the nice guy on the phone he said to email again asking what is going on with the fish I didn't order. No response. I called again on Monday left a vm with Mr. Martin and the guy I spoke to for the second time said he would talk to Mr. Martin. Called again on Monday told that I would get a response the next day.
I called today, spoke to Wayne in customer service. He told me that the exquisites were exquisites and nothing would be done about those that case was closed. The blue sides were a bad pic and I would need to send another. None of this I was told before. I said I cannot accept that. Getting fish I didn't order could you put in the notes that I will go to my bank to dispute it? That's when I was told "You are threatening me! You are taking food out of family's mouth!" I am locking your account and customer service is closed to you. Only the owners will speak with you, expect a call from them. I apologized if he thought that was a threat I was just letting him know nothing more.
I asked him do I still need to send pictures. I was told "Do what you want to do, customer service is closed to you!"
Just wanted to get my latest experience with this company known.
I placed an order on hold back in December for 2 female solon wrasses and 2 exquisite fiji wrasses. I was called around 3+ weeks about completing the order, which I had totally forgot about. In fact I have placed an order with them while this order was on hold.
I added a couple of convict tangs and completed the order. When I got the package the water was really cold and all of the fish were in bad shape (breathing fast, very pale and laying on their sides). I also noticed that I received 2 blue side and wrasses and 2 maldives (red undersided not the mostly green fiji variety) instead of the wrasses I ordered. It clearly said fiji wrasse on the box I checked. They do say they get them from Maldives, Africa, Australia and Fiji range but it clearly states that the fiji variety is what they offer to sale. I have bought these same wrasses from them before.
I took pictures and emailed customer service. No one responded. The next day one of the exquisites died. Took pictures and emailed, this time they responded by telling me that I would receive a credit. I responded back asking what about the fish I didn't order? No response. I called was told only Mark Martin could handle that but he was out until Monday. Per the nice guy on the phone he said to email again asking what is going on with the fish I didn't order. No response. I called again on Monday left a vm with Mr. Martin and the guy I spoke to for the second time said he would talk to Mr. Martin. Called again on Monday told that I would get a response the next day.
I called today, spoke to Wayne in customer service. He told me that the exquisites were exquisites and nothing would be done about those that case was closed. The blue sides were a bad pic and I would need to send another. None of this I was told before. I said I cannot accept that. Getting fish I didn't order could you put in the notes that I will go to my bank to dispute it? That's when I was told "You are threatening me! You are taking food out of family's mouth!" I am locking your account and customer service is closed to you. Only the owners will speak with you, expect a call from them. I apologized if he thought that was a threat I was just letting him know nothing more.
I asked him do I still need to send pictures. I was told "Do what you want to do, customer service is closed to you!"
Just wanted to get my latest experience with this company known.