Not what i ordered

[twon8]

placed an order last week for two items, a divers den maricultured Acropora maryae and a frag of the ora dustin's deepwater, also from the diver's den.

this is what i was supposed to get

here is what arrived, broken in the bag, having slipped out of the styro used to float it

obviously not the correct coral; whomever is bagging these up needs to take a lesson in basic coral id'.


i called yesterday and have emailed these pics to techsupport; posting here to expedite the process.

 

[twon8]

also, some time ago, maybe six months, i purchased a frag of what was suposed to be the paradise purple loripes.

i was and continue to be very unhappy with the frag as it was well under the 1"-1 1/4 stated and completely brown, which it still is. I let it slide at the time, but seeing that is now apparent that i might not have gotten what i ordered then either I would like to complain about that one as well. It still isnt' the 1" after a lot of time under bright lighting, and only the very tips are showing color, 95% of it is brown. I don't have trouble coloring up corals, and my frag looks nothing like the pic.

I know not much can be done about it at this time, but someone needs to be

 

[dfs/la2]

Twon8,

Thank you for your message. We sincerely apologize that you received the incorrect coral, and that the Purple Paradise did not color up as we would like it to. We strive to provide complete customer satisfaction and neither of these orders are typical of the level of service we like to provide.

Our Director has offered to hand-select two replacement corals and send them to you at no additional charge for the problems with this order. Please PM us with your order information so we can contact you about the replacement shipment.

Mike S.
LiveAquaria
Drs. Foster and Smith

 

[twon8]

pm sent

while i appreciate the offer of replacement corals, i paid 80 for the coral i didn't get yesterday and i would really like that coral or my money back.

here is a pic just taken of the paradise purple, and yes, it has grown and colored up some(tips) since i got it months ago.

just for reference here is the pic on the site

i hope you can understand why i was not happy at the time

perhaps you need to change the representative pic on the website.

 

[twon8]

just got a diver's den update email and i see that the coral i bought and paid for is now back up for sale, second page of the aquacultured section. different pic, the new one is from the other side..

ignore above, upon close inspection i see that the frags are different; the one i ordered last week appears to be longer and the newest frag is slightly off center of the frag plug

 

[dfs/la2]

Twon8,

We have sent a PM to you in regards to the corals on your order. Our Director will be sending an ORA Dustin's Deepwater Acropora, as well as another coral to replace the Purple Paradise Coral. We apologize again for the problems with your recent orders.

Additionally, your site suggestions have been forwarded to our Web Department for review.

Mike S.
LiveAquaria
Drs. Foster and Smith

 

[twon8]

pm responded to

appreciate the swiftness this was handled with here.

thank you

 

[twon8]

just wanted to thank liveaquaria for the superior customer service. You have more than made up for the unintentional error, and I have ordered again from you some threadfin cardinals and a pair of maricultured stylos. You have set a standard for customer service and have my continued business.

 

[DFS/LA1]

twon8,

Thank you for posting your order experience and your enthusiasm for our customer service. We are dedicated in doing everything we can to ensure every experience with us will be a positive one. It’s nice to hear you ordered again and we hope everything with this order meets your satisfaction. If you ever have a question about a product or service, please call us at 1-800-334-3699. We are always happy to help you.

Sincerely,

Sue B.
Supervisors
LiveAquaria
Drs. Foster and Smith

 

[StrategicReef]

Can you let us know how your purple paradise replacement look when you get it? I am thinking about getting this later as the picture does look very attractive; but I really believe some of LA's SPS pictures is shown under actinics, often times it is actually beige or tan base color under bright light.

 

[twon8]

<a href=showthread.php?s=&postid=11649214#post11649214 target=_blank>Originally posted</a> by StrategicReef
Can you let us know how your purple paradise replacement look when you get it? I am thinking about getting this later as the picture does look very attractive; but I really believe some of LA's SPS pictures is shown under actinics, often times it is actually beige or tan base color under bright light.

I'm not sure if the frag they sent me was the purple paradise, it is very nice looking, purple with green polyps.

looking at their website, it appears they took it down

 

[StrategicReef]

I would like to know DFS's response to this, as I have the had same issues: I grow quite a few of their acros some have never looked like what they described even from day 1 and I wonder I have received a wrong specimen.

 

[twon8]

They didn't tell me they were sending the purple paradise, they sent me a pic of the frag labeled simply as A. loripes.

 

[dfs/la2]

StrategicReef,

We appreciate your order with Live Aquaria and we apologize if the corals have not colored up as you were expecting them to. We will certainly take care of this situation for you as we want to ensure that you are completely satisfied with your purchases. Please PM us with one of your order numbers, and the corals that have not grown out as expected, so we can correct this situation for you.

twon8,

You are correct that the replacement corals sent were two Acropora loripes and one ORA Dustin's Deepwater Acro. I am glad that I was able to speak with you earlier this afternoon and clarify the corals that were sent. We are also happy to hear that you were pleased with the corals sent to you.

We would encourage our customers to contact us at any time with any concerns they may have with their orders or with any other questions they may have.

Sincerely,

Kris W.
LiveAquaria Supervisor
Drs. Foster and Smith