I just wanted to share my appreciation of some great customer service from the Live Aquaria staff.
I put an order in to Live Aquaria last week for a total of 8 fish (before the "that’s-to-many-fish-at-one-time" police jump on me this was for 3 different tanks, all mature). Part of the order was for 3 Carpenter's wrasse which were shipped in a separate box from the other fish.
They arrived not very happy, were given a solid acclimation but still, 2 died the first day and the other died the next day.
I called them up to report the death of the fish, asked if they wanted the bodies (which were in the freezer) and was told to just dispose of the bodies, they refunded the purchase price to my credit card and than, on the initiative of the lady I was talking to (I would not even have thought to ask) , refunded 1/2 the cost of shipping as well.
I was impressed with the no muss, no fuss and generosity of the experience. True, I'd rather have the 3 wrasse, but given the situation I am a very satisfied customer. When you order fish you want them to come raring to go, eating huge amounts of whatever food you happen to have and be immune to all disease. However when you are talking about fish that have been shipped 1/2 way around the world, acclimated to the dealer's tanks (hopefully) and than shipped in the bowels of a Fed-ex plane and than a truck things can go wrong. How a company deals with you when it does is the true mark of thier customer service. The experience could have gone sour if their customer service policy was not what it was.
Thanks
I put an order in to Live Aquaria last week for a total of 8 fish (before the "that’s-to-many-fish-at-one-time" police jump on me this was for 3 different tanks, all mature). Part of the order was for 3 Carpenter's wrasse which were shipped in a separate box from the other fish.
They arrived not very happy, were given a solid acclimation but still, 2 died the first day and the other died the next day.
I called them up to report the death of the fish, asked if they wanted the bodies (which were in the freezer) and was told to just dispose of the bodies, they refunded the purchase price to my credit card and than, on the initiative of the lady I was talking to (I would not even have thought to ask) , refunded 1/2 the cost of shipping as well.
I was impressed with the no muss, no fuss and generosity of the experience. True, I'd rather have the 3 wrasse, but given the situation I am a very satisfied customer. When you order fish you want them to come raring to go, eating huge amounts of whatever food you happen to have and be immune to all disease. However when you are talking about fish that have been shipped 1/2 way around the world, acclimated to the dealer's tanks (hopefully) and than shipped in the bowels of a Fed-ex plane and than a truck things can go wrong. How a company deals with you when it does is the true mark of thier customer service. The experience could have gone sour if their customer service policy was not what it was.
Thanks
