Craig Lambert
Premium Member
Hello,
My entire 3 year old tank (which I'm very happy with) is stocked entirely from DFS. I have not added anything to my tank for quite some time and I have to say that I am extremely disappointed with the results of one of my two recent orders.
I understand that you fill orders with what is available on the "ship date" rather than the order date. (If I ran your business I would adhere to the same policy).
Here is the problem. The referenced order number was filled with a partial shipment. I have checked your Website daily for the past 12 days and my backorder has been listed as "IN-STOCK" on 4 of the past 12 days. It is inexcusable that you offer product for sale to anyone placing a new order without first filling your back orders!! That is a policy which will lose customers. (At least myself....and I have spent a small fortune with your company).
My back order was ignored!!! This morning my backorder was listed once again as "In Stock." At 9:54 AM pacific time today I sent an e-mail asking if my back order would be filled today as it is listed as "In-Stock. I did not receive a response until 6:39 PM Pacific....(an automated e-mail long after you were closed) which said the following
Thank you for your email. We sincerely apologize for the delay in shipping of the specimen from your order. Our Website may show this live specimen as being in stock, however, at the time we attempted to fill your order, the specimen was no longer available. It is the policy of Drs. Foster & Smith LiveAquaria to hold an order open for two weeks in an attempt to ship out the specimen on your order. If there are certain dates that you cannot receive the order within the two week time period, please call us at 1-800-334-3699 or 1-888-413-4724. In order for the change to be made, please contact us prior to 9:00 am CST on the date you would like the change to take effect. If the specimens do not become available within this time, we will cancel these specimens from the order. We will contact you via email once your order has been shipped.
Again we apologize for any inconvenience this may have caused you. If we can be of any additional assistance, feel free to contact our LiveAquaria Department at 1-800-334-3699 or via email at customerservice@liveaquaria.com and we will be happy to answer any question(s) you may have.
Sincerely,
Technical Support
Drs. Foster and Smith
We hope that you find this information beneficial. We employ some of the best people in the industry and want to be your source for all of your aquatic needs.
Drs. Foster and Smith
spc
....Sorry DFS....This is not acceptable. It is simply not true, as the backorder in question has been listed as "IN-STOCK" on four separate occasions since the order was originally placed. You have no business filling new orders prior to filling back orders. You simply don't want to "eat" the second shipping charge.
Would you like to make this right by shipping the rest of the order? Or should I find a new supplier.
Thank you for your prompt response,
Craig Lambert
My entire 3 year old tank (which I'm very happy with) is stocked entirely from DFS. I have not added anything to my tank for quite some time and I have to say that I am extremely disappointed with the results of one of my two recent orders.
I understand that you fill orders with what is available on the "ship date" rather than the order date. (If I ran your business I would adhere to the same policy).
Here is the problem. The referenced order number was filled with a partial shipment. I have checked your Website daily for the past 12 days and my backorder has been listed as "IN-STOCK" on 4 of the past 12 days. It is inexcusable that you offer product for sale to anyone placing a new order without first filling your back orders!! That is a policy which will lose customers. (At least myself....and I have spent a small fortune with your company).
My back order was ignored!!! This morning my backorder was listed once again as "In Stock." At 9:54 AM pacific time today I sent an e-mail asking if my back order would be filled today as it is listed as "In-Stock. I did not receive a response until 6:39 PM Pacific....(an automated e-mail long after you were closed) which said the following
Thank you for your email. We sincerely apologize for the delay in shipping of the specimen from your order. Our Website may show this live specimen as being in stock, however, at the time we attempted to fill your order, the specimen was no longer available. It is the policy of Drs. Foster & Smith LiveAquaria to hold an order open for two weeks in an attempt to ship out the specimen on your order. If there are certain dates that you cannot receive the order within the two week time period, please call us at 1-800-334-3699 or 1-888-413-4724. In order for the change to be made, please contact us prior to 9:00 am CST on the date you would like the change to take effect. If the specimens do not become available within this time, we will cancel these specimens from the order. We will contact you via email once your order has been shipped.
Again we apologize for any inconvenience this may have caused you. If we can be of any additional assistance, feel free to contact our LiveAquaria Department at 1-800-334-3699 or via email at customerservice@liveaquaria.com and we will be happy to answer any question(s) you may have.
Sincerely,
Technical Support
Drs. Foster and Smith
We hope that you find this information beneficial. We employ some of the best people in the industry and want to be your source for all of your aquatic needs.
Drs. Foster and Smith
spc
....Sorry DFS....This is not acceptable. It is simply not true, as the backorder in question has been listed as "IN-STOCK" on four separate occasions since the order was originally placed. You have no business filling new orders prior to filling back orders. You simply don't want to "eat" the second shipping charge.
Would you like to make this right by shipping the rest of the order? Or should I find a new supplier.
Thank you for your prompt response,
Craig Lambert