Order #A2618123

[HKSTurbo28]

Hi,

I received my order on Friday, an Australian Elegance Coral from the Divers' Den page.

When I removed the Elegance Coral from the bag to examine it before placing it in my tank, I noticed a chip on the edge, about the size of fingernail. The chip left an edge of the flesh/polyp without anything to attach to. I looked in the bag to see if it still in there to determine if was chipped before or during shipping but didn't find the chip in the bag.

I proceeded to acclimate the Elegance and placed it in my tank but it hasn't opened up and it's going on it's 6th day. It's starting to look worse each day and I'm afraid if I leave it in the tank too long and it starts to die, it may effect my other Australian Elegance as well.

Please advise.

Thanks!

 

[HKSTurbo28]

Here is a pic taken right after taking the coral out of the bag showing the chip on the skeleton:

 

[dfs/la2]

HKSTurbo28,

Thank you for your recent order. We apologize the Elegance Coral is not acclimating well. At this time we recommend testing the water on a daily basis to ensure the safety of the other corals in the aquarium. You may want to move the coral to a quarantine tank during the acclimation period.

We have placed a credit to your customer file for this specimen. Please continue to monitor the health of the coral and keep us updated so we may further assist you.

Please contact us at 1-800-334-3699 if you have further questions or concerns.

Joyce F.
LiveAquaria
Drs. Foster & Smith

 

[HKSTurbo28]

Hi Joyce,

Thanks for your reply.

So far, my water parameters are OK and I may set up a quarantine tank for it this weekend if it shows signs of improvement.

I will continue to monitor it and hopefully it will pull through.

Thanks for the great customer service.

 

[HKSTurbo28]

I just wanted to give DFS a "thumbs up" for their exceptional customer service.

A few weeks ago, I ordered an Elegance Coral from them and it arrived with a chip on the skeleton as seen above. DFS said they would credit me back for the order.

A couple weeks later, I noticed my credit was only for the coral and I thought it was supposed to include the shipping as the coral had arrived damaged. I sent DFS a PM asking them if I had misunderstood and this is the amazing part......within less than 5 minutes, DFS called me, apologizing for the error and letting me know that they will credit me right away for the shipping, too!!! I didn't expect to get a reply until later today at the earliest or maybe even Monday.

This type of customer service is almost non-existent nowadays!!!!

THANK YOU and I will definitely be ordering again in the future.

 

[dfs/la2]

HKSTurbo28,

Thank you for contacting us and giving us the opportunity to properly credit you. Our goal is to always take care of our customers. We apologize we didn’t credit correctly at first. If you have any further questions please always feel free to contact us we are always happy to help.

Stacie R
Technical Support
Live Aquaria

 

[Newreeflady]

Did the coral make it? Did you need to q/t it?

-A

 

[HKSTurbo28]

Newreeflady: the Elegance did not make it