Liveaquaria D.O.A Policy - STINKS

[Mark426]

I have ordered from Liveaquaria/Fosters & Smith many times and I have always been happy with their service...until today.

I had room for a small blenny and have been waiting for one for sometime now. My LFS has been unable to get any. Liveaquaria finally got some, so I placed my order. The package arrived on time and when I opened the box I notice how COLD it was. Well needless to say my little fish was dead as a door nail. The heat pack was even cold. My temp here was cool but not cold, 60 degrees and I was here to accept the package. I dont understand why it was so cold inside the shipping box.

Oh well.. I will just call liveaquaria and tell them of my loss. They said that that the fish was probably not dead but in hibernation... LOL. I say... OK..but I promise you its dead and stiff. They say it sounds dead alright and would you like a refund or leave a credit on your account. I asked for the refund. OK...we will credit you for the fish. I ask what about the $45 for shipping? They say we don’t refund that. Huh? I ordered something, it arrives dead and I am out $45? I say are you sure? They go into an extensive explanation, but the long and short is they don’t refund the shipping. That just not right. I don’t get what I want and still cost me $45! That STINKS!

Mark

p.s. I looked hard...and no where in their policy does it say the will or WONT refund the shipping for livestock.

 

[Mark426]

.

 

[jamiep]

My LFS is the same. It makes it hard when big fish die because then they have to put large shipping prices onto small fish like chromis!

 

[Mark426]

ok...the saga continues:

"I was alerted to your posting on nano-reef.com early this afternoon and I have been monitoring it closely. I also was told that you had called back again asking for the refund. I originally did not offer this since we have already made this exception for you in the past and I assume our refund policy was explained. You are right that online it does not specially state that shipping will not be refunded rather a positive approach that the item’s purchase price will be refunded. It is understood by our customers that if the package arrived on time then that service has been completed as guaranteed.



I have requested that the shipping cost of $44.99 be refunded back to your credit card. You will see this credit appear within the next 3-5 business days. Moving forward shipping will not be refunded if this service is fulfilled as guaranteed. We certainly do not want to lose you as a customer. I apologize that we were not able to come to an understanding on this issue over the phone."


They stepped up to the plate...way to go F&S

 

[Bebo77]

cant say that they stepped up so much as they gave into you... you cant expect them to comp something that was delivered on time everytime something dies...

 

[derrikd]

i agree shipping is your risk. they refunded the fish, that is what they do, and not expected from other online retailers. the shipping in by book is your cost.

 

[DFS/LA1]

Mark426,

Here at LiveAquaria we strive to ensure that all our customers are satisfied completely with every purchase. I personally apologize as when we spoke this afternoon I believed that you were satisfied and understood the reasons why we weren’t refunding the shipping in this particular situation. Since then I have been alerted to your posts on other forums, emails to our customer service department and phone calls. As you just posted I had sent you an email apologizing and offering a full refund to include shipping and handling. I am happy to see that you are satisfied with this resolution.

If there is anything else I can do for you please let me know.

Jaimie A
Customer Service Manager
LiveAquaria
1-800-334-3699

 

[aquaticvet1]

I would like to apologize for the misunderstanding and personally explain LiveAquaria.com's customer service philosophy.

If you place an order with us and all specimens unfortunately do not make it (either DOA or under warranty), we do refund or credit 100% of the order total including shipping and handling based on the customer's preference.

If some of the specimens within the order survive and others do not, we will work individually with each customer to ensure 100% satisfaction. This may include refunds, credits, or replacements of the deceased specimens and a portion of the shipping and handling. Each customer determines how their situation is to be rectified to ensure 100% satisfaction. There is no one policy that can cover every circumstance. As an example, if you order two fish and one died, you may desire a different resolution than if you order 20 fish and one died. Additionally dollar values vary on every specimen. If you order a $220 fish and a hermit crab and the fish perished, we would not expect a customer to pay $17.98 (half of the $34.99 shipping) for a hermit crab. On the flip side, it would be logical that if the hermit crab died, that the customer would bare the burden of the shipping and handling.

This is just one example of how complex customer service can be in regards to the shipping of live specimens.

In reviewing this particular customer's current and past orders, here are some of the relevant facts that helped determine the resolution:
1. This customer has a history of 12 orders with LiveAquaria.com. On two occasions (8/1/06 and 8/4/06), he was refunded 100% of the specimen cost including shipping and handling. This was done per the customer's request even though a portion of the orders did survive. This was a judgmental call between the customer service agent and the customer. In reality, LiveAquaria.com should have been entitled to some of the shipping costs.
2. On this order (12/1/07), the customer called with concerns about the water temperature of the package. Customer service agent, Ang, asked the customer to please acclimate the items as they may be in a “hibernation” state which is a common occurrence when fish are subjected to cooler than normal temperatures. In retrospect, the customer apparently took offense to this suggestion as in his opinion the fish were obviously deceased. Unfortunately for the specimens, he was correct in his observation. The customer became upset with the agent and was transferred to a member of management, Jaimie.
3. The customer explained to Jaimie that he was upset with Ang regarding the hibernation comment. Jaimie apologized and explained that occasionally by asking questions, we can educate and help the hobbyist as well as save some specimens from unnecessary death. In this instance, I understand everyone’s frustration and it certainly was not our intent to offend the customer. Ang was just trying to help. The customer informed Jaimie that the two spot Bimaculatus blenny was “obviously deceased”. He did agree to acclimate the Emerald Mithrax crabs which represented the majority cost of the order. At this time, Jaimie offered a full refund of all specimens on the order, even though the crabs were alive. At this point Jaimie asked the customer if this resolution was satisfactory in which he said, “Yes.” Jaimie felt the customer was satisfied and ended the call on a positive note.
4. The customer proceeded to call back numerous times and after brief conversations with agents, hung up on them. He also emailed LiveAquaria.com numerous times stating that if he did not get his shipping and handling back, he would be posting his negative experience on various forums. This was peculiar to me in that he accepted a refund for the entire order even though some of the specimens were alive. To this date, we do not know if all of the specimens are deceased, in which case, he would be entitled to a full shipping and handling refund.

In conclusion, this is an example that shows how difficult providing world class customer service can become. Again, I sincerely apologize for any misunderstanding on LiveAquaria.com’s part. Hopefully, we can all learn from this experience and continue working towards a hobby where customer service is built on “trust and faith” rather than “policies and procedures”. If there are any customers who would like to offer comments or concerns, please feel free to pm Jaimie A. at LiveAquaria.com.

Sincerely,

Race Foster, DVM