jjjimmy
Premium Member
Live aquaria. Just wanted to pass this on.
- Thread starter jjjimmy
- Start date
schiavonir
New member
Ouch, that sucks. I hope they didn't try to charge you shipping on the second shipment.
pk1
Active member
FWIW, I have ordered from them twice in the last 3 months. The first shipment, I specified 1 male and 3 female Threadfin Anthias. I got 4 males. I was issued a credit for the 3 incorrect fish. Second order was for 3 Lyretail Anthia's...1 male and 2 females, that one they got right. both shipments arrived on the correct day, packaged well and the fish are doing fine...except the carberryi that was eaten by my green brittle star! They have good prices, and some hard to find fish...but the 100% satisfaction guarantee they have IMO allows both Live Aquaria and the hobbyist to be, in all reality, unconcerned with the heath and accuracy of the animals. They have the money to absorb a lot of DOA's...and will have returning customers that got a 100% credit, no matter what.
PK
PK
Edward Smith
Active member
They might stink, but I LOVE THEIR RESPONSE! Scott's Pet Shop should read this to learn how to do business when your customer voices a concern!
schiavonir
New member
Although I order online a lot, I've found that to be the problem. Due to the high cost of shipping, the vendor will usually refund some or all of your money, but they won't eat the cost of shipping again, so you end up being okay on the money but not entirely satisfied because you didn't get what you wanted.
jjjimmy
Premium Member
Yes, I just read their response on their vendor forum. They are still shipping out this week for Friday delivery and giving a full refund to make good on their 2 screw ups. Faith has been restored.
I am again satisfied with their customer support pending the arrival of the shippment on Friday.
schiavonir
New member
It sure helps to have a nice PUBLIC forum to air your grievances, doesn't it?
On the phone, they might tell you to go pound sand, but in here, they gotta make it right.
My experience has been very similar to all of the above. I have received the wrong fish at times, sent photos and a correct replacement was sent at no charge. So while if I owned the company I'd be pretty upset at all the avoidable problems occuring, as a customer I really have no concerns I will be taken care of.
BTW that was all over the phone with no public airing of greivances.
So, that's a thumbs up from me...I guess?!
BTW that was all over the phone with no public airing of greivances.
So, that's a thumbs up from me...I guess?!
Douglas LEHMAN
Premium Member
Hello
It can be tough to keep track of things when, Race is in Wisconsin and his fish are on 104th street in L.A.
It can be tough to keep track of things when, Race is in Wisconsin and his fish are on 104th street in L.A.
jjjimmy
Premium Member
Doug, it is all part of running an efficient business. With all of the forms of communication that there are today there are only three possible excuses...
1. Illiterate (e-mail, fax)
2. Deaf (phone)
3. incompetence (all of the above and then some)
In todays world business is done across the world in minutes. So from midwest to west coast is not an excuse.
Illuminati
Premium Member
Where do you live? Fairyland?
Seriously I work for a mail order company and there could be several factors behind the problem with your shipment including computer error, human error, etc...
With my company we have a computer system that prevents the "pick" (pick a.k.a. packing slip) from printing out if there is a hold on the order for any reason.
Maybe they don't have that in place. Could be they printed a batch of packing slips and either the computer added your order to the batch or someone (human error) put your packing slip to high on the totem pole.
Mistakes happen, it's a fact of life. Considering they deal with overnight shipments that are a disaster to handle I think they do a great job.
I didn't like the fact that you posted this on this forum early. You could have waited until you got some resolution from liveaquaria before commenting on your situation but that's just my opinion.
In the mail only catalog world your reputation is everything, plus in this hobby word of mouth is just as important to get customers not only to return but to bring other people to your site.
Real crummy if you ask me.
jjjimmy
Premium Member
I would not have posted it anywhere if it would have been taken care of when I called.
For your information, I run my own business and there is a lot to watch but if you do not watch it this is what happens.
You are absolutely correct that reputation and word of mouth is huge to customer service and as I stated earlier in this reply, if they would have taken care of this when I called them this morning (before the post to their forum and link from the CMAS forum) this thread would not even be here.
