LiveAquaria Customer Service (or lack of!)

[Crossbow]

I'm not one who usually complains about customer service. But....
I have spent over $1,000 with DFS since 12/18 and I ordered some live rock this morning. I arranged to take the day off tomorrow to be home when it is delivered. I did not get a shipping notification so I called the Customer Service Dept. They told me that it would not go out today because I missed their time deadline. I needed to order by 9:30 CST. My order confirmation came in at 9:31 CST. Apparently my watch is not synchronized to the Universal Atomic Clock and I was a minute late. That's right folks, 1 minute late, and they would NOT ship it today! The customer service person would not even apologize, she just kept saying "there's nothing I can do about it". I asked to speak with a supervisor and was told that she was on another line. I offered to hold but she said it would be a long time. I hung up and called back in a few minutes. I spoke to another customer service rep who was MUCH nicer and offered to refund half of the shipping costs. Given the thousands of dollars that I have spent there over the years (4 parrots, a dog, a couple of fish tanks) I did not expect to be treated so rudely by the first rep. All in all a VERY unpleasant experience. She also told me "it is our busy time!" Well, you know what, I am busy too! And I'm also the customer! Sorry to vent so long, but it is doubtful that I will shop there again.

 

[GoingPostal]

They can't and shouldn't have to break the rules for everybody. As you stated, it's clearly marked by a certain time and you didn't make it. Maybe you should be a little quicker on the uptake next time.

 

[Crossbow]

My order was several minutes before their deadline, it was their email confirmation that was 1 minute late. But then again I would not expect anyone working for the USPS to know anything about customer service.

 

[DFS/LA1]

Crossbow,

I would like to apologize for your ordering experience. During the day we send batches of orders to our aquatic facility for shipping. In order to ensure that all orders are shipped as scheduled, our morning batch of orders is sent to our facility at 9:30am cst sharp. Your order was verified as having been placed at 9:31am, and unfortunately, missed our morning batch. Email order confirmations are sent as soon as the order is placed, but may take a few minutes to arrive in your mailbox. Any orders placed after 9:30am are scheduled for shipment the next day.

We are able to make special requests, and ship orders after the cut off when we are contacted shortly after our cut off time. When you called us at a little after 5pm cst this evening, it was too far past our cut off time to make an exception and ship the package today. Per our conversation, we did make a credit for shipping, and we apologize that we were not able to ship the live rock to you today.

Sincerely,

Kris W.
LiveAquaria Supervisor
Drs. Foster and Smith

 

[Crossbow]

Thank you for your reply Kris. Apology accepted. I will add that in all the years that I have been doing business with DFS I have never had a problem of any kind until today. I am looking forward to receiving the live rock, I trust that the quality will be excellent.
Thanks again for making it right.

 

[SPStoner]

I don't normally post in other peoples threads like this, but this one caught my eye. I don't know why.

First of all, there was no need for your comment to goingpostal. Making stereotypical remarks about people is uncalled for and not usually tolerated on a family board such as this. This is no different than saying that all people who live in Massachusetts are obnoxious, or they all say "Cahhhhhh" instead of car. Postal made an excellent point. You had 24 hours to get your order in on time, actually much longer than that as they didn't ship any orders Monday or Tuesday, you had since Friday at 9:31 am CST to place this order. 120 hours and you waited until the last minute. My question would be, as you clearly knew of this cutoff time ( you must have after spending over $1000, right? :rolleye1: ) , why you didn't call immediately after placing the order if it was so important that you get delivery and that you were needing to take a day off of work? Or, could it have been that you realized how outstanding the service is here and that you knew they would bend over and give you something for free?????

I get so tired of seeing these threads with people taking advantage


Keep up the great work, Liveaquaria!

 

[Crossbow]

Well, after my warm fuzzy apology from DFS and the promise that my order would ship Thursday, they emailed me 3 hours later to tell me that they could not fill my order at this time. Don't they check their stock prior to sending out an order confirmation?? I have canceled my order with LiveAquaria and will not do any future business with them.

As for SPStoner, thanks for the great advice! You may be one of the smartest people I have ever heard from!

 

[dfs/la2]

Crossbow,

We apologize for the issues you had with your Live Rock order. Per your email request this morning we cancelled your order.

If we can be of any more assistance please contact us at 1-800-334-3699.

Stacie R
Technical Support
Drs Foster and Smith

 

[zens]

what a maroon!

 

[Reefvette]

Wow

Wow

Ive had problems in the past with Divers Den and Live Aquaria but this is ridiculous.

Seriously man they have a time cut off - you got cut off. They stick to the policy and you know what good for them.


If you want something immediately go to a LFS. If not and you wanna get a price online be prepared to wait.

Your arguing but it seems like they keep doing what u want

 

[barrman]

Re: LiveAquaria Customer Service (or lack of!)

<a href=showthread.php?s=&postid=11460543#post11460543 target=_blank>Originally posted</a> by Crossbow
I'm not one who usually complains about customer service.

Heh... for some reason, I find that hard to believe. In any case, here's something to help;

 

[rickkott13]

i remember my gym teacher told me late is late no excuses.

 

[jman77]

"Well, after my warm fuzzy apology from DFS"

[violation]


If you're unable to post without calling names and using profanity, no matter how creatively you spell it, please find another board. --beerguy

 

[BlueCorn]

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