FedEx Next Day Air arrived at almost 7pm, now a day late =(

[Kinetic]

I sent an email yesterday to customer service, but haven't gotten a reply. Just wanted to see if I'd get a better response here and some input from other members on what they think. I will also make a call a little later otherwise.

LiveAquaria has always been great! Service and livestock are top notch. FedEx, however, isn't always that great, but for the most part do a good job.

I paid for a Diver's Den piece, with the standard Next Day Air on Monday night, and it was shipped out Tuesday to arrive Wednesday.

I always have them ship to my work, since it's guaranteed to be signed off and dropped off to me right away. I then run home and acclimate it and introduce to my QT before coming back to work.

But yesterday I waited all day at work with no package. I checked my tracking and it said 7:52am - out for delivery. So I'm waiting and waiting, finally the office is closing, but I stay another hour until 6pm, STILL nothing. Tracking STILL says it's on the truck. I gave up. I had to leave.

I get home at 6:30pm and check the tracking, and OMG it just tried to deliver at 6:24pm to my work. So they sent it back to the facility.

I checked the FedEx information, and they say Next Day Air should arrive by 3pm everyday.

So FedEx majorly screwed up!

So today I check the tracking, again the package is on the truck at almost exactly the same time out for delivery, and I get the package at 10:51am. How did it take almost 12 hours yesterday to get to my work? We get FedEx / UPS packages all day. Crazy.

 

[JetCat USA]

I'm curious why you didn't contact your local FedEx and go pick it up that same night?

 

[dfs/la2]

Kinetic,

We apologize for any misunderstandings regarding your delivery. Our standard overnight delivery contract with Federal Express allows them until 8:00 PM to deliver packages. If you would like to ensure delivery by 10:30 AM in your area you can add Priority delivery to your order for an additional $10.00 charge. The specimens in your order should be just fine as they are packed with enough oxygen to sustain them in the event of a delay. If you have concerns with the health of the specimens please contact us at your earliest convenience.


Luci Z
LiveAquaria
Drs Foster & Smith

 

[Kinetic]

Are you really curious? Or are you just trying to be a ** and are trying to say it's my fault?

I had waited until 6pm, and I had to go home. I live about half an hour away, and the fedex facility is more like 45 minutes from my home. I wasn't able to head out to get the package.

 

[Kinetic]

<a href=showthread.php?s=&postid=10516266#post10516266 target=_blank>Originally posted</a> by dfs/la2
Kinetic,

We apologize for any misunderstandings regarding your delivery. Our standard overnight delivery contract with Federal Express allows them until 8:00 PM to deliver packages. If you would like to ensure delivery by 10:30 AM in your area you can add Priority delivery to your order for an additional $10.00 charge. The specimens in your order should be just fine as they are packed with enough oxygen to sustain them in the event of a delay. If you have concerns with the health of the specimens please contact us at your earliest convenience.


Luci Z
LiveAquaria
Drs Foster & Smith

Hi Luci,

I've sent you guys an email. Thank you =)

- Art

 

[JetCat USA]

No i wasn't trying to be derogatory at all, i know if I'd of ordered something and there was a mix up of that nature, I'd of went to the facility and picked up the package rather then chance the life in the box might have expired due to the delay.

sorry if i came across as disrespectful.

i don't have any problems out of FedEx Express (their Overnight services), when they bought out RPS which is now FedEx Ground, that is where i draw the line and try to have all my ground packages shipped UPS.

FedEx Express gets paid by the hour and are much more courteous and have the ability to use a door bell or knock, the Ground guys get paid by the stop and by the box, they'll toss boxes from the curb and drive off and could care less if you're home or not.

 

[Mel-E-Mel]

Art, hope your shipment was ok!

 

[Kinetic]

<a href=showthread.php?s=&postid=10516361#post10516361 target=_blank>Originally posted</a> by JetCat USA
No i wasn't trying to be derogatory at all, i know if I'd of ordered something and there was a mix up of that nature, I'd of went to the facility and picked up the package rather then chance the life in the box might have expired due to the delay.

sorry if i came across as disrespectful.

i don't have any problems out of FedEx Express (their Overnight services), when they bought out RPS which is now FedEx Ground, that is where i draw the line and try to have all my ground packages shipped UPS.

FedEx Express gets paid by the hour and are much more courteous and have the ability to use a door bell or knock, the Ground guys get paid by the stop and by the box, they'll toss boxes from the curb and drive off and could care less if you're home or not.

Sorry you didn't, just hard to tell through these posts.

I had many priorities that night, including a late meeting with some overseas people, so I had no chance to get around to pick the items up. I agree that I would have rather saved the life of the coral.

 

[Kinetic]

<a href=showthread.php?s=&postid=10516380#post10516380 target=_blank>Originally posted</a> by rommelgin
Art, hope your shipment was ok!

thanks rommel, I think the coral is a goner =( the tissue is almost all melted off.

 

[honda2sk]

<a href=showthread.php?s=&postid=10516312#post10516312 target=_blank>Originally posted</a> by Kinetic
Are you really curious? Or are you just trying to be a ** and are trying to say it's my fault?

I had waited until 6pm, and I had to go home. I live about half an hour away, and the fedex facility is more like 45 minutes from my home. I wasn't able to head out to get the package.

No its not your fault, but I once had live rock that was a missed delivery and I drove an hour in rush hour NYC traffic to pick it up from the FEDEX facility so it would not sit overnight. and that was LIVE ROCK.

 

[dfs/la2]

Kinetic,

We did receive your email and will process your credit. If you have any further questions please contact us at your earliest convenience.

Luci Z
LiveAquaria
Drs Foster & Smith

 

[Kinetic]

<a href=showthread.php?s=&postid=10516670#post10516670 target=_blank>Originally posted</a> by honda2sk
No its not your fault, but I once had live rock that was a missed delivery and I drove an hour in rush hour NYC traffic to pick it up from the FEDEX facility so it would not sit overnight. and that was LIVE ROCK.

Rush hour NYC traffic must suck.

I wasn't able to go pick it up that late. Don't get me wrong, it's not that I don't care, but I had a meeting, then I had another appointment at 8:30pm, and then another meeting that night.

I wasn't planning on needing to make the trip last night.


LiveAquaria just called me, thanks a ton for helping me out.

 

[Kinetic]

Next shipment I'll definitely be ready to stop by the fedex facility though if it doesn't come in time. You guys are inspirational =)

 

[Mel-E-Mel]

Art, will you be getting a replacement for the loss? just wondering....i have heard great thing about dr.fosters & smith and its no suprise that there customer service is quick to respond.

 

[Kinetic]

it was a diver's den piece, so they don't have any replacements. They did credit me back though. LiveAquaria / dfs is awesome. I never hesitate to make big purchases from them. I have a lot of livestock from them that are doing amazingly well. I've talked to Ken himself about a few things as well, and he's always been very helpful.

I got a call from the supervisor I believe today from LiveAquaria. She was very kind and was hoping for pictures / samples to try to figure out what was going on with the coral. They definitely care for their livestock and go to great lengths to try to investigate any problems they could possibly avoid or fix in the future. I will be sending them samples back to them in the future on their request so they can try to pinpoint the cause of the problem. I'm glad they care so much, it even further impresses me of their quality of business.

 

[DFS/LA1]

Kinetic,

Thank you for your comments and complements. Your words of praise mean everything to us.

We enjoy working with our customers to help make their experiences with us and with this great hobby rewarding.

It was a pleasure speaking with you today and we look forward to your next contact.

Donna
Supervisors
LiveAquaria
Drs. Foster & Smith