Dissapointed in Dr. Fosters and Smith

einsteins

Premium Member
Hi All

I am here in east central wisconsin on biz and as I was traveling today I saw the Dr. F&S headquarters....so I had to stop and check it out.
First off the place is HUGE, there are like 3 main buildings in the complex. The main warehouse that has the aquaculture center in it, main offices and lots of shipping docks. Next there is another building for returns, and last there is the retail store building.

I went in the retail building to check out the store, the Fish and Coral were at the back in a small area.

They had some nice sized great good looking frags in one tank and prices were good....most of the big sps frags were 15.00

I was thinking JACKPOT and had about 6 or 7 sps frags all picked out. Then the girl came around to see if I needed help and I told her that I wanted some of the frags and wanted to have them shipped to my house for Friday delivery when I get back.

She suddenly got an attitude and said we dont ship corals from here. I responded by asking here if their aquaculture facility was in this complex and she told me it was 50 yards away in the really large shipping warehouse building next to the store.

I explained my situation and she said that they wont ship corals from the retail store, so I asked if she could send them over to the warehouse and have them shipped and of coarse I got more attitude and a big no again.

I even offered to take them over to the shipping /aquaculture area to get them shipped and that was a no also.

I then asked if I could see the auaculture facility and, well you guessed it...NO with an attitude! She said they dont allow the public into the facility except during their annual frag swap and club tours. I understand that they cant accomodate everyone that asks but they could at least say NO in a nice way.

So I left with all of my money in my pocket and a sour taste in my mouth....Don't think im interested in going back anytime soon.

Hope they treat our club better when all of ou go there.

later

ein
 
Amazing how 1 person that dont understand customer service can ruin a persons perception of a company. What is ironic is that they are reknown for their customer service.
 
I would call them up and see if there is a manager type you could speak with. Everyone I have ever delt with there has always gone above and beyond what I expect for customer service. LA might not always be the cheapest, but they are always on top of my list because I know if something goes wrong, they will make it right quickly and without any hassle.

Maybe someone can go back there and grab the frags from the retail store that you liked and ship them out to you. Its dissapointing that this happened, hopefully they can make it right, or at least explain why it happened.
 
I would agree, their Customer Service has always been top notch. I wouldn't let this girlie ruin your impression of them. Give them a chance to make it right.
 
einsteins,

Another customer of ours alerted us to this thread and I felt we needed to respond. I am very disappointed to hear of your experience. I have provided this info to the manager of our store and she has taken this situation very seriously. She would like you to contact her if possible so she may have some more information and to personally apologize. I also apologize as we as a company strive to offer the best customer service possible. We certainly could have made accommodations to have your selection of frags shipped for you.

Our store manager's name is Patti B. and she is available 9-6pm M-F and 9-5pm on Saturdays. At your convenience please contact 1-715-369-9312 which is the direct line for our retail store or, if you prefer, our toll free LiveAquaria line at 1-800-334-3699 and ask for extension 125.

I hope this experience does not affect your overall impression of our company. Please let me know if I can be of further assistance.

Jaimie A
Manager of LiveAquaria
 
holycrap batman, that kind of CS is enough to convince me that the extra money you pay at F&S is worth it when i set up my first saltwater tank
 
Extra Money???? Where in the heck do you buy things?? They always seem the cheapest. Ahhh, but maybe not on livestock .......
 
<a href=showthread.php?s=&postid=9954774#post9954774 target=_blank>Originally posted</a> by DFS/LA1
I hope this experience does not affect your overall impression of our company. Please let me know if I can be of further assistance.

:thumbsup: You guys are on top of every situation. A+
 
wohhh.. I was thinkin, "that's not like them" ...glad to see they are trying to fix it. Let us know how it turns out.
 
I sent a PM to DFS/LA1 but it is to late to do anything now as I am in Green Bay tonight and flying back to QC's tomorrow.

A missed opportunity to get some nice healthy frags...but I appreciate the post from them.

ein
 
I'd rather buy from F&S than from a random person in the livestock forum.

How did this end up Bill?

If you really want good healthy affordable stuff come to your auctions;)
 
Hey Bill-

I'm sorry to hear about your experience with DFS. This is totally out of the norm for them. I'm also sorry that you had to miss the opportunity on some great frags. I'm confident that DFS will make this right. I would also willing to drive up there, get them and ship them to you if you would like.
 
I am sorry for this whole situation. I have met with my involved employees and we can and will do better next time.

Again I apologize------ Race Foster, D.V.M.
 
Just to be clear...

I have communicated with DFS/LA1 about the matter through PM's
I am convinced that there was miss communication about what they can do from their retail outlet. Their efforts to make this good with me have been more than what I expected as I never actually approached them with my issues.

ein
 
hey einsteins,

so will they ship from their location?

after all that is what this all started about...

just wondering.

Dave
 
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