Bassaholic
New member
My story....
Well, in my quest to set up my 125 gallon reef tank, I have used a couple of different online vendors (3 to be exact) in the hopes of finding the 'one' (defined as: good shipping, low prices, quality stock, and good customer service practices- this last piece being sorely lacking in so very many companies).
I placed my first order with MDL approximately 2 weeks ago, and ordered 4 corals along with 6 green chromis damsels. The order was received by my wife (arrived on time), who immediately called me to let me know that the outside of the box was completely wet. Uh oh! I had her open it (to check the damage and begin acclimation) and she found 2 of the bags (green hammer and yellow polyps) were ruptured and were basically dry. After getting her layman's description...I realized which corals were damaged. These I had her take out and place in separate containers and fill them with the tank water in the hopes of saving them. The rest of the livestock (corals and fish) seemed fine and are still fine in my tank today.
I preemptively called MDL (Marine Depot Live) and spoke to a rep (Adriann...very helpful/apologetic) about the issue. I was told to call back if either/or didnt make it and told I would get a credit on my next order. Well, sadly the Hammer/Anchor coral did not make it, although the yellow polyps pulled through fine. I called back (different rep) and had my account noted and got my refund.
So....I place another order (I ordered the same coral - green hammer- along with another - Pineapple/Favites coral) in which I felt compelled to order another coral in order to offset or justify the shipping costs (lets see....37$ hammer...free....add 40$ approx with shipping....no longer 'free'). Even with the added coral, there goes any 'cost savings' by ordering online vs. going to one of the LFS in the area. No worries though. At this point, I am not too bugged...after all, the bag breakage could be due to the shipping company jumping up and down on the box before delivery. Due to this, I don't place culpability with MDL. I did ask that they (MDL- Adriann) make sure to mention to the packers on my next shipment to please take extra effort to use extra bags, etc to potentially avoid another accident.
Friday, my new order comes in. All seems well (per the wifes phone call). Both specimens are packaged very well with plenty of water. I tell her to start acclimation procedures until I get home. I get home and marvel at the Hammer...while scratching my head in wonder at the 'Pineapple/Favites' coral. What I have instead of the coral I ordered is actually a Green Moon coral (Favia sp)...similiar...same price as each other...but not the coral I ordered. Furthermore, it has green/hair algea growing prominently in several spots. I'm not very pleased at this point (ie: strike 2).
My fingers are tired but heres the conclusion/resolution to date. I called MDL (Adriann again) and explain the situation. She is very apologetic, and understands my frustration at this point. I offer to take photos (so MDL can determine that yes it was the wrong coral, and in bad shape). I get her email address and send the photos. In the meantime, I am told she will talk to her supervisor (unknown at this point) and call me back. I tell her at this point I am pretty dissatisfied with my experiences so far, and that the standard 'refund for your next order' wont cut it this time. I express my opinion that the 'right' thing for MDL to do at this point is to send me the coral I ordered, in good condition, with no cost on me at this point. She agrees readily, and tells me this should be the outcome. I never received the call back.
I do receive a call back this morning, with apologies about the lack of call Friday. Apparently my email was stuck in cyberspace and she had to leave before it came in. That's understandable. Her supervisors response is: 'The guy that picked the coral has 18 years of experience and doesn't usually pick corals with algae...or the wrong coral to ship'. 'We will refund his money on his next order but won't cover shipping'. In Adriann's defense again, she was apologetic, but powerless to resolve in any different manner. I told her this was an unacceptable resolution and that all future business with me had pretty much been lost due to very poor (again IMO) company problem resolution. I don't/didn't blame her. So MDL...keep my coral credit and I will keep my future dollars for another company, and share my experience for others. Bad form!
Bassaholic
Well, in my quest to set up my 125 gallon reef tank, I have used a couple of different online vendors (3 to be exact) in the hopes of finding the 'one' (defined as: good shipping, low prices, quality stock, and good customer service practices- this last piece being sorely lacking in so very many companies).
I placed my first order with MDL approximately 2 weeks ago, and ordered 4 corals along with 6 green chromis damsels. The order was received by my wife (arrived on time), who immediately called me to let me know that the outside of the box was completely wet. Uh oh! I had her open it (to check the damage and begin acclimation) and she found 2 of the bags (green hammer and yellow polyps) were ruptured and were basically dry. After getting her layman's description...I realized which corals were damaged. These I had her take out and place in separate containers and fill them with the tank water in the hopes of saving them. The rest of the livestock (corals and fish) seemed fine and are still fine in my tank today.
I preemptively called MDL (Marine Depot Live) and spoke to a rep (Adriann...very helpful/apologetic) about the issue. I was told to call back if either/or didnt make it and told I would get a credit on my next order. Well, sadly the Hammer/Anchor coral did not make it, although the yellow polyps pulled through fine. I called back (different rep) and had my account noted and got my refund.
So....I place another order (I ordered the same coral - green hammer- along with another - Pineapple/Favites coral) in which I felt compelled to order another coral in order to offset or justify the shipping costs (lets see....37$ hammer...free....add 40$ approx with shipping....no longer 'free'). Even with the added coral, there goes any 'cost savings' by ordering online vs. going to one of the LFS in the area. No worries though. At this point, I am not too bugged...after all, the bag breakage could be due to the shipping company jumping up and down on the box before delivery. Due to this, I don't place culpability with MDL. I did ask that they (MDL- Adriann) make sure to mention to the packers on my next shipment to please take extra effort to use extra bags, etc to potentially avoid another accident.
Friday, my new order comes in. All seems well (per the wifes phone call). Both specimens are packaged very well with plenty of water. I tell her to start acclimation procedures until I get home. I get home and marvel at the Hammer...while scratching my head in wonder at the 'Pineapple/Favites' coral. What I have instead of the coral I ordered is actually a Green Moon coral (Favia sp)...similiar...same price as each other...but not the coral I ordered. Furthermore, it has green/hair algea growing prominently in several spots. I'm not very pleased at this point (ie: strike 2).
My fingers are tired but heres the conclusion/resolution to date. I called MDL (Adriann again) and explain the situation. She is very apologetic, and understands my frustration at this point. I offer to take photos (so MDL can determine that yes it was the wrong coral, and in bad shape). I get her email address and send the photos. In the meantime, I am told she will talk to her supervisor (unknown at this point) and call me back. I tell her at this point I am pretty dissatisfied with my experiences so far, and that the standard 'refund for your next order' wont cut it this time. I express my opinion that the 'right' thing for MDL to do at this point is to send me the coral I ordered, in good condition, with no cost on me at this point. She agrees readily, and tells me this should be the outcome. I never received the call back.
I do receive a call back this morning, with apologies about the lack of call Friday. Apparently my email was stuck in cyberspace and she had to leave before it came in. That's understandable. Her supervisors response is: 'The guy that picked the coral has 18 years of experience and doesn't usually pick corals with algae...or the wrong coral to ship'. 'We will refund his money on his next order but won't cover shipping'. In Adriann's defense again, she was apologetic, but powerless to resolve in any different manner. I told her this was an unacceptable resolution and that all future business with me had pretty much been lost due to very poor (again IMO) company problem resolution. I don't/didn't blame her. So MDL...keep my coral credit and I will keep my future dollars for another company, and share my experience for others. Bad form!
Bassaholic
