3FordFamily
In Memoriam
So I must preface by saying I am much happier in the past few months with the quality of their livestock than when I occasionally used them 2-4 years ago.
As I said in other threads, their powder blue tang they sent me had a sunken stomach, was literally so ill it was clear, and died within hours of acclimation. However, most of the fish I have received have been good or satisfactory. I often buy tough to keep fish so I understand some issues. I saw some of the same issues when dealing with live aquaria. I would still rate live aquaria as having a superior product offering than petco, but the real issue with Petco is their processes and customer service. Here is what I wrote:
"This particular interaction, very little could have been done to improve the situation. The lady was very nice, helpful, and got the job done. However, the process of altering orders, canceling orders, adding to orders, etc. is ridiculous. Your supervisors and customer service representatives claim to have no other communication with your saltwater fish distributors other than email? It takes up to a week or more to cancel an order? Meanwhile, you may go ahead and ship the fish anyway and bill me. That's unheard of.
The customer service representatives are not at fault, but your communication with your distributors and everyone throughout the value chain is horrendous. It takes up to two weeks to process refunds for dead fish. You've created so much red tape to the various processes that it makes me want to go to your competitors.
In addition, your customer service representatives are not empowered with decision making capabilities OR even elementary information. What they see is the same information I see on your website (often old and incorrect). For instance, replacement fish status' change all the time. From "backordered" to "in progress". I assume this happens to bolster your benchmarking processes (appears as if customers do not wait long for backordered fish to ship, etc). They only see what the website shows, which is not always the same as the status email that you send out which is yet another issue.
I have learned more about your various processes in the two or three months I have ordered from you than any of your customer service representatives have. Again, the issue appears to be a lack of available information, not necessarily training. They are left in the dark to deal with angry customers such as myself. I tried to change an order 10 minutes after I made it and was told I cannot. If I call live aquaria, I can change anything until about 30 minutes until it is shipped out. They're so much easier to deal with. I hope with your merger you learn some basic operations, processes, supply chain, etc. skills that you can apply to this business."
As I said in other threads, their powder blue tang they sent me had a sunken stomach, was literally so ill it was clear, and died within hours of acclimation. However, most of the fish I have received have been good or satisfactory. I often buy tough to keep fish so I understand some issues. I saw some of the same issues when dealing with live aquaria. I would still rate live aquaria as having a superior product offering than petco, but the real issue with Petco is their processes and customer service. Here is what I wrote:
"This particular interaction, very little could have been done to improve the situation. The lady was very nice, helpful, and got the job done. However, the process of altering orders, canceling orders, adding to orders, etc. is ridiculous. Your supervisors and customer service representatives claim to have no other communication with your saltwater fish distributors other than email? It takes up to a week or more to cancel an order? Meanwhile, you may go ahead and ship the fish anyway and bill me. That's unheard of.
The customer service representatives are not at fault, but your communication with your distributors and everyone throughout the value chain is horrendous. It takes up to two weeks to process refunds for dead fish. You've created so much red tape to the various processes that it makes me want to go to your competitors.
In addition, your customer service representatives are not empowered with decision making capabilities OR even elementary information. What they see is the same information I see on your website (often old and incorrect). For instance, replacement fish status' change all the time. From "backordered" to "in progress". I assume this happens to bolster your benchmarking processes (appears as if customers do not wait long for backordered fish to ship, etc). They only see what the website shows, which is not always the same as the status email that you send out which is yet another issue.
I have learned more about your various processes in the two or three months I have ordered from you than any of your customer service representatives have. Again, the issue appears to be a lack of available information, not necessarily training. They are left in the dark to deal with angry customers such as myself. I tried to change an order 10 minutes after I made it and was told I cannot. If I call live aquaria, I can change anything until about 30 minutes until it is shipped out. They're so much easier to deal with. I hope with your merger you learn some basic operations, processes, supply chain, etc. skills that you can apply to this business."
