Ordering Process

[frydaddy]

I've order a lot of stuff from LA over the last few years and you really need to update your ordering system. You're the only company where once I've placed an order, I have no idea if or when I might receive the items or which of the items I ordered I will actually receive. A lot of the time, I receive the email with the shipping information after I have already received the package.

I placed an order on thursday for items that were listed as available to ship out on friday for saturday delivery. I received an order confirmation immediately. But here it is, late friday night and I have yet to receive an email on whether or not my order shipped. And of course, now the site shows that the one fish I really wanted is not available.

I never have this problem with dry goods or the diver's den items. Its just the items that come from Cali. But every time I order, its like rolling the dice and hoping I win. I don't mind paying premium prices for live stock as I want to get the healthiest fish available. But it is getting harder and harder to continue ordering from you when I can pay similar prices elsewhere and not have to play the guessing game.

If you had your choice of ordering from two wholesalers, one you received everything you ordered every time and one where you had to wait and see what you got. Which one would you continue to do business with?

 

[dfs/la2]

Dear Frydaddy,

Thank you for your post and recent order. We apologize you are not completely satisfied with your order. We are continuously working on establishing a live inventory system. However, this is very difficult. The Divers Den items are WYSIWYG and therefore once purchased you actually are receiving the fish that is pictured. Supply goods are much easier to stock as they are not live items. At this time when we show we have stock on an item we will fulfill the orders as soon as possible. However, since these are live items it is very difficult to guarantee the health of the specimen and we strive to send the healthiest. If for some reason we are unable to fill your order completely, we will hold open the back order for 2 weeks. We understand your concern and appreciate your comments. Please know that we are always trying to improve our ordering system.

We are sorry to hear you are not receiving your emails in a timely manner. Once the tracking information is received, we email this to our customers. If you would like we can always call you and leave you a message as well as sending the email.

Have a great weekend!

Michelle H.
LiveAquaria
Drs. Foster and Smith