Live Aquaria and Divers Den customer service going downhill?

[joshky]

With the technology widely available now I'm surprised they don't request a live video chat for proof. Wouldn't blame them.

Just because the technology is there doesn't mean it's available to everyone, ever see the upload speed on rural internet connections? Good luck with that. :lol: Phone won't help much either in most cases.

LA & LA/DD have always been good to me with fish and customer service overall, I have voiced some opinions about their company in the past that I believe to be valid, but even then I do so as a loyal customer.

 

[Jone]

+1,,,its only right that you should be able to prove the loss,,not their fault the fish was acclimated wrong and died,,just figure how many people rip other people off just conning them that way with out proof..Its not easy to have a business selling live stock to the public through being shipped..sad to say you cant blame the seller sometimes..

Seriously? You're mad that they want you to provide evidence the fish is dead? You also likely killed it by acclimating too long. Ask sk8r about that. You only have 30 minutes after opening a shipped fish bag to put them in the tank.

 

[JP Reef]

+1,,,its only right that you should be able to prove the loss,,not their fault the fish was acclimated wrong and died,,just figure how many people rip other people off just conning them that way with out proof..Its not easy to have a business selling live stock to the public through being shipped..sad to say you cant blame the seller sometimes..

I agree. I have always saved my fish in case they want proof. I also call right away if I have any concerns and they have always extended the 14 days. I can only imagine the number of low lives that try to scam them must be pretty high, as they have never asked me to provide proof. Seems it would be pretty easy to just call them saying you lost fish when you didn't.

 

[Dmorty217]

Not sure what the threshold is price wise for having to send a fish back but I would assume over the $500 mark. I know people who have gotten up to 10 of the same fish resent (over multiple occasions of them dying) with no issue. The last time they had to pay shipping but that was it

 

[CStrickland]

You also likely killed it by acclimating too long.

not their fault the fish was acclimated wrong and died,

The liveaquaria instructions for acclimation are on the website and included with the order. OP said in post one that they followed the procedure. I don't think LA's drip process is a good way to acclimate, but don't you think it's kinda weird to blame op for following the sellers instructions?

I think the return process would be even messier if op followed your advice and the fish still died: "hi LA, it's Cancun. I totally ignored your instructions for handling the product I bought. It died. I want my money back." That seems like a tougher proposition. They might still do it if they're nice, they should know that what you are suggesting is a better way to acclimate. But you can't really fault op for listening to them. Like, buyers have to do their part too, not leave the box on the porch overnight, follow the unpacking instructions etc.

 

[Dmorty217]

The liveaquaria instructions for acclimation are on the website and included with the order. OP said in post one that they followed the procedure. I don't think LA's drip process is a good way to acclimate, but don't you think it's kinda weird to blame op for following the sellers instructions?

I think the return process would be even messier if op followed your advice and the fish still died: "hi LA, it's Cancun. I totally ignored your instructions for handling the product I bought. It died. I want my money back." That seems like a tougher proposition. They might still do it if they're nice, they should know that what you are suggesting is a better way to acclimate. But you can't really fault op for listening to them. Like, buyers have to do their part too, not leave the box on the porch overnight, follow the unpacking instructions etc.

95% or more (probably closer to 99%) of fish die because of end user error... The fact they offer any guarantee at all is amazing.

 

[billbunton]

My last DD order, one of five fish was essentially DOA (it was just barely breathing). I put him in the QT but it was already too late, within about 10 minutes any attempts at breathing stopped. I immediately called, was asked if I tried to revive it. I told the lady the above, she then asked if I wanted a store credit or a refund to my credit card.

One of the other fish wasn't looking too good on arrival. He died after eight days. I emailed DD and told them what happened. I received an email stating that they had given me another store credit, and to go ahead and dispose of the body.

The other three fish are enjoying life in one of my tanks. I can't complain at all about their customer service.

 

[T Haynes]

The liveaquaria instructions for acclimation are on the website and included with the order. OP said in post one that they followed the procedure. I don't think LA's drip process is a good way to acclimate, but don't you think it's kinda weird to blame op for following the sellers instructions?

I think the return process would be even messier if op followed your advice and the fish still died: "hi LA, it's Cancun. I totally ignored your instructions for handling the product I bought. It died. I want my money back." That seems like a tougher proposition. They might still do it if they're nice, they should know that what you are suggesting is a better way to acclimate. But you can't really fault op for listening to them. Like, buyers have to do their part too, not leave the box on the porch overnight, follow the unpacking instructions etc.

i agree with that and they should likely change that on their site to save some needless deaths

 

[CODE3EMT]

Never had any issues with DD/LA. Save the dead fish in a ziplock bag and put it in freezer. Take a photo on iPhone and email it to them. You got your money back.......... No way in hell LFS would give you that type of guarantee or customer service. In fact most LFS don't guarantee aquatic life at all.......especially Marine life.

 

[A.Astore]

Never had any issues with DD/LA. Save the dead fish in a ziplock bag and put it in freezer. Take a photo on iPhone and email it to them. You got your money back.......... No way in hell LFS would give you that type of guarantee or customer service. In fact most LFS don't guarantee aquatic life at all.......especially Marine life.

You brought up a great point, most LFS give you NO guarantee at all on Marine livestock so we should all be thankful for the 14 days.


I want to see someone walk into the LFS and tell them the skimmer you just bought yesterday doesn't work and you want a refund but you already threw it out... let me know how that goes for you. (I am putting money on you will be digging in the garbage)

 

[mike810]

You brought up a great point, most LFS give you NO guarantee at all on Marine livestock so we should all be thankful for the 14 days.


I want to see someone walk into the LFS and tell them the skimmer you just bought yesterday doesn't work and you want a refund but you already threw it out... let me know how that goes for you. (I am putting money on you will be digging in the garbage)

It's just common sense seriously but with today's society, common sense is severely lacking! In my line of work, I deal with people like this daily. OP should be happy he even got a refund without proof of a dead specimen.

The customer is NOT always right and this thread validates that.

 

[CODE3EMT]

Cancun, We are not trying to throw the book at you, but just attempting to bring light on the fact that you came out on top and looking like a rock star as far as your dead livestock. I wouldn't pin DD/LA to the cross just yet.......could have been worse. Glad it all worked out for you though.

 

[CODE3EMT]

Yep.... I work on an ambulance as an EMT and I can bet my two testicles that common sense has waived bye, bye, with many patients that I see.

"No sir. I didn't do any meth or heroin! What are you talking about! I'm just trying to get home to the flying saucer in Jesus's back yard. Have you seen my pants"

 

[CStrickland]

lol
In my day we were happy to get any refund, and we had to walk to the post office to pick up our tropical fish uphill both ways! Daggum kids these days got no common sense at all! Pull up your pants and get off my yard!
Good grief. It's a refund dispute, not the fall of Rome y'all.

Also, speaking of the ancient Romans, this generation hardly invented getting lit and losing your pants

 

[reefcentral123]

It's just common sense seriously but with today's society, common sense is severely lacking! In my line of work, I deal with people like this daily. OP should be happy he even got a refund without proof of a dead specimen.

The customer is NOT always right and this thread validates that.

As opposed to earlier generations where everyone had common sense. How does this thread validate that the customer is not always right? OP used the drip acclimation that is recommended on LA's site and his fish died because of that. He deserves a refund and imo doesn't have to provide picture proof.

Maybe Amazon's customer service has spoiled me.

 

[mike810]

As opposed to earlier generations where everyone had common sense. How does this thread validate that the customer is not always right? OP used the drip acclimation that is recommended on LA's site and his fish died because of that. He deserves a refund and imo doesn't have to provide picture proof.

Maybe Amazon's customer service has spoiled me.

He stated himself that after 60 minutes, he just tossed the fish in the tank. You always check the salinity to make sure it matches your tank before the fish is introduced.

Why shouldn't he have to provide a pic? Is La or any company out there suppose to just take your word that your fish died? If you deal with online retail like I do, there a ton of scammers out there. You always have to provide proof, period.

So if I bought a gem tang from you, called you up and told you my gem tang died. You'll just refund my money on the spot like that right? It's easy to talk when it doesn't affect your pocket.

 

[reefcentral123]

He stated himself that after 60 minutes, he just tossed the fish in the tank. You always check the salinity to make sure it matches your tank before the fish is introduced.

Why shouldn't he have to provide a pic? Is La or any company out there suppose to just take your word that your fish died? If you deal with online retail like I do, there a ton of scammers out there. You always have to provide proof, period.

So if I bought a gem tang from you, called you up and told you my gem tang died. You'll just refund my money on the spot like that right? It's easy to talk when it doesn't affect your pocket.

Fish are resilient, a few ppt change in salinity is not gonna kill them.

I have no idea what a gem tang is but I'll assume it's expensive and you've went to the extreme. In that case asking for proof is acceptable, but for some 90$ chump change fish it's insulting. There has to be some level of trust. I've had 2 fish arrive dead and they reshipped no questions asked. Because i was treated with respect I've spent hundreds more and they've been my go to place for corals and fish.

And indeed it is easy to talk, we can agree to disagree. :thumbsup:

 

[mike810]

I have spent thousands with LA, I only get my fish/inverts from them. $90 may be chump change if you only had to refund one customer but when you have hundreds and possibly thousands of transactions per month. Each claim starts to add up.

 

[Cancun]

Everyone made valid points. I was new to ordering online....lesson learned..I did speak with a manager yesterday and talked it all out. So it is all good...and LA will be getting all my business....and I will take pics and keep fish in the future on every order!

 

[Buzz1329]

Seriously? You're mad that they want you to provide evidence the fish is dead? You also likely killed it by acclimating too long. Ask sk8r about that. You only have 30 minutes after opening a shipped fish bag to put them in the tank.

Is that right that "[y]ou only have 30 minutes after opening a shipped fish bag to put them in the tank"?

Seems like every acclimation instruction I've received from an internet fish seller has strongly suggested that an hour is the sweet spot for drip acclimating and that has almost always worked for me.

Makes sense to me given the almost inevitable disparity in salinity, pH, temp., alk, calc, etc.

But I'd appreciate getting shorter acclimation POV.

Mike