Petco to buy Drs Foster Smith

[whiteshark]

I really appreciate that you would come to a little site like this and provide reassurance to those of us so passionate about our hobby. I have no reason to question the practices of LA because the results of those practices are amazing and obvious. You guys know what you're doing and care for your livestock. You have become a trusted source for many very serious about the hobby.

That said, and please excuse my skepticism, but I'll believe it when I see it. You coming here to say there will be a commitment to better livestock care by Petco stores is nice and appreciated, but what else would you say? It's all going to stay the same? Of course not. You HAVE to support your new bosses if you want to survive. I understand and respect that. I also respect the fact that changing Petcos practices as far as aquatic livestock care goes will be a long process, and I'm willing to give it time before I pass any judgement.

Can you possibly give specific examples of how you plan to change not only the livestock care practices, but the general culture towards aquatic livestock by Petco? Even if their employees want to care, it seems they are completely handcuffed by a culture above them that has interest in little but the bottom line.

 

[3FordFamily]

I really appreciate that you would come to a little site like this and provide reassurance to those of us so passionate about our hobby. I have no reason to question the practices of LA because the results of those practices are amazing and obvious. You guys know what you're doing and care for your livestock. You have become a trusted source for many very serious about the hobby.

That said, and please excuse my skepticism, but I'll believe it when I see it. You coming here to say there will be a commitment to better livestock care by Petco stores is nice and appreciated, but what else would you say? It's all going to stay the same? Of course not. You HAVE to support your new bosses if you want to survive. I understand and respect that. I also respect the fact that changing Petcos practices as far as aquatic livestock care goes will be a long process, and I'm willing to give it time before I pass any judgement.

Can you possibly give specific examples of how you plan to change not only the livestock care practices, but the general culture towards aquatic livestock by Petco? Even if their employees want to care, it seems they are completely handcuffed by a culture above them that has interest in little but the bottom line.

I agree, while I respect live aquaria and purchase from you regularly, your reply reads like any mandatory corporate strategy/merger statement with the exception of the misspelling of coral and copious mention of "Kevin".

I hope you do influence and adopt much of the lessons in the petco value chain for further distribution of quality livestock but also hope that you actually do influence the way retail stores operate regarding marine livestock.

One thing you should not overlook is the customer service practices. Petco has horrendous customer service, zero communication with distributors and partners through the value chain, and the CSR's are empowered to do nothing and have no more information available to them from which to provide data to clients than is already available on the petco website. This is frustrating to many because it takes 24-72 hours to update the website status of shipped fish, canceled orders, or back ordered items and 36-48 to actually receive the fish (sometimes although it's really a crapshoot guess sometimes). The KPI's petco uses to measure the relative success of fish shipping and other business practices are manipulated by making things "backordered" if they cannot ship out within 24 hours of when the schedule says, (so that it makes the que waiting time for delivery artificially low). I just had 6 fish go on backorder that I should have received Thursday or Friday. As usual I will probably magically receive all of them next week because this was a manipulation of Key Performance Indicators (KPI for readers unaware).

Why am I telling you this? Because by aligning your firm with petco, your reputation in the community is affected. I sincerely hope DFS can influence better customer service practices than is current provided in the Philippines at petco. Even if you just find a way to make real data available to the CSR's and empower them to make decisions that would be fantastic. Improve the distribution system. The fish health concerns are obvious but subject to much of the same logic I have provided about the customer service at petco online.

Thanks for taking the time to share that with us, although it said little to me it does indicate genuine concern for Your key stakeholders and client base.

 

[aquaticvet1]

Thank you guys, I appreciate the comments and mention of typo. Kevin and I will be part of the culture, time will tell how successful we become.
Thank you again, Race

 

[SomeDude12]

Interested details and read. Well, one thing that is for sure, LA & F&S, will now collect sales tax on all purchases, all over the U.S, increasing total cost of all purchases. Over the years, I've spent $10's of thousands of dollars, between the two entities (LA & F&S). I have yet to make a purchase (aside of the items currently setup for auto-shipment), since this acquisition.

 

[400M1963]

I don't know if you've noticed but LFS are all but disappearing and all that's left is your Petco. I invite you to walk in sometime and then let me know what you think. Ahem. It is what it is. Fill in your favorite anecdote of how the stock market is killing off middle America and look at 92 million out of work and underemployed, etc. I was all prepared to predict calamity (how can one not, really?) ... but for the posts of Drs Foster and Smith. Here's hoping their culture and values influences Petco, and not the other way around. Someone made money in this but is that all there is to care about? Yikes.

 

[Big_Boss_77]

So uhh... just wondering... did hellfire and damnation spew forth from this merger or, preferably an unbiased level headed response, is LA still a good place to shop? I am concerned more with health of livestock, price is a moot point.

 

[albano]

So uhh... just wondering... did hellfire and damnation spew forth from this merger or, preferably an unbiased level headed response, is LA still a good place to shop? I am concerned more with health of livestock, price is a moot point.

From what's been said, it would seem that (so far) LA is still using the same wholesaler to supply their livestock...so still a good place to shop

 

[ambushbumpers]

Thank you guys, I appreciate the comments and mention of typo. Kevin and I will be part of the culture, time will tell how successful we become.
Thank you again, Race

Honestly, what would be better would be to hear from someone at the corporate level of Petco and see what they have to say.

I went into Petco last night to try to find a pump as we no longer have a LFS here (I don't consider Petco an LFS and won't until they get their s**t together). The saltwater display is nothing but a brown diatom mess, The fish not looking so swell. There was one finger leather in the system that looked ok.

I talked to the manager and she knew of the Foster/Smith buyout but didn't know how it would affect them. The Fish specialist there is a water transplanter (from tank to bag, hopefully he will get a fish in there to) with no knowledge of aquatics, much less a reef system.

The manager knows that their system is in poor condition, but there is no one there that has a clue about marine systems. She also said that her hands as well as the manager's hands above her are tied when it comes to improvements, and that any directions like that have to come down the corporate chain.

She did say and admitted that it is about the almighty dollar, which i understand that, I'm in business to make a buck, but i damn sure try to keep business here and do not drive customers away to a competitor.

Reef Tech in Medford, Oregon is our closest LFS, I asked him the other day how many customers that he has are from here and he said "alot"

Corporations are about profit, but what they seem to fail to realize is that by not providing the customer what they want as well as the knowledge and service, the customer will go elsewhere with their money.

I do everything i can to please the customer, whether it's a $100,000 a year customer, or the $40.00 customer that i will see one time.

It's hard to say how much money Petco is/could/would losing out on by not having a good system in place and by not having anyone that has any knowledge of marine/freshwater systems.

So Dr Foster/Dr Smith, steer the appropriate Petco executive here and have them put their 2 cents in with out blowing smoke up any of our posteriors.

 

[Big_Boss_77]

From what's been said, it would seem that (so far) LA is still using the same wholesaler to supply their livestock...so still a good place to shop

Glad to hear it, I'm looking to add a few fish in the next week or so. I'm keeping an ear out and trying to get a feel for the online scene. My local lfs may or may not have done me dirty so I'm contemplating outsourcing my livestock acquisitions.

 

[REEFBUILDER1]

Hello Friends,

I have been reading the concerns regarding Petco and the DFS acquisition and I thank all of you for posting. Great comments, great concerns.

Kevin Kohen and I, as well as the Foster and Smith and LiveAquaria.com employees are now proud partners of Petco. I can assure you that Petco is 100% behind the vision of LiveAquaria and the world wide industry leadership role it plays. Kevin Kohen has made LiveAquaria.com a foundation of aquaculture, a standard of care, and a vision shared by Petco. Kevin, with your support, has become a leading professional ambassador of the aquarium trade.... and this comes at a very critical time.

Kevin and I are indeed continuing our future with Petco . You will see a major commitment to your hobby. Kevin and I will play a professional role in helping Petco continue to elevate their status in the animal health industry, including fish and corals. That is important for all of you in the hobby. Petco provides a critical mass and platform which will represent the entire aquarium hobby, we all need that commitment to take on the challenges ahead. Petco provides Kevin and LiveAquaria a local retail influence, a trait we were often criticized for lacking. Petco bridged the gap between retail and LiveAquaria's ecommerce, from entry level to the advanced hobbyist. Petco is helping bring Kevin to the forefront of the industry, a place where his influence can help sustain the hobby, at all levels, and for everyone.

With about 1300 Petco stores there will always be challenges in overseeing local livestock care, we understand that and I ask that you do too. No system is perfect, but rest assured that Kevin and I will spend the next several years influencing livestock care for the greater good of everyone in the hobby, at retail and online. There will be isolated cases, and animal health is not an exact science, but the greater good will win in the end.

Kevin and I have a sustainable vision for your hobby. Now, with Petco, we have the support of a major retailer in advancing our efforts. Our visions are aligned. By supporting Petco, you will be supporting LiveAquaria.com and Kevin.

Thank you, Race Foster, D.V.M.
Proud Partner of Petco, and Vetco

Petco does more harm than good all the stores by me are infected with ich and they have t8 light over carpet anemones i think this is just bs and i am real upset that la has decided to give in. I nor any of my family/Fellow reefers will ever buy at la again and la will eventually become another website that cares more about money than actual living creatures

 

[BlueFyre]

I ordered from Drs Foster and Smith last week. I ordred a bucket of salt and a toy for my dog. The bucket arrived cracked, which is not Drs fault but I let them know anyway. I was given a 20 credit no questions asked.

The sky didn't fall

My dogs toy didn't explode

Just the same good customer service I have always received.

I am annoyed with the way they ship things but that's because I'm impatient. I use to get my stuff in the mail the next day cause I live in Wisconsin. Now it takes 2-3 days because it has to be transferred to the post office then sat on for a day. But it's the cheaper option so what can you do?

I suggest people give them a chance before writing them off.

 

[albano]

la will eventually become another website that cares more about money than actual living creatures

It's always been about the money...that's why businesses are in business...
IMO, at this point if you don't buy from LA/DD, you're only spiting yourself.

 

[GreshamH]

Honestly, what would be better would be to hear from someone at the corporate level of Petco and see what they have to say.

I went into Petco last night to try to find a pump as we no longer have a LFS here (I don't consider Petco an LFS and won't until they get their s**t together). The saltwater display is nothing but a brown diatom mess, The fish not looking so swell. There was one finger leather in the system that looked ok.

I talked to the manager and she knew of the Foster/Smith buyout but didn't know how it would affect them. The Fish specialist there is a water transplanter (from tank to bag, hopefully he will get a fish in there to) with no knowledge of aquatics, much less a reef system.

The manager knows that their system is in poor condition, but there is no one there that has a clue about marine systems. She also said that her hands as well as the manager's hands above her are tied when it comes to improvements, and that any directions like that have to come down the corporate chain.

She did say and admitted that it is about the almighty dollar, which i understand that, I'm in business to make a buck, but i damn sure try to keep business here and do not drive customers away to a competitor.

Reef Tech in Medford, Oregon is our closest LFS, I asked him the other day how many customers that he has are from here and he said "alot"

Corporations are about profit, but what they seem to fail to realize is that by not providing the customer what they want as well as the knowledge and service, the customer will go elsewhere with their money.

I do everything i can to please the customer, whether it's a $100,000 a year customer, or the $40.00 customer that i will see one time.

It's hard to say how much money Petco is/could/would losing out on by not having a good system in place and by not having anyone that has any knowledge of marine/freshwater systems.

So Dr Foster/Dr Smith, steer the appropriate Petco executive here and have them put their 2 cents in with out blowing smoke up any of our posteriors.

Frankly, its lucky enough to have Race posting here... do you TRULY thing any other CEO of a big Corp would chime in? Race and Marty have proven themselves for years. They wouldn't sell their baby to just anyone, give them more credit then that.

 

[MoneyGone]

I ordered a Linespot wrasse, 8 line flasher and Lineatus fairy wrasse from LA today and all I can say is they were packaged the same as the last order I did last year. Lineatus was in a gallon of water and all 3 were bagged 5 times with at lease a half gallon of water for the other 2. Package arrived at my door at 10AM in a very large box. All 3 fish look great and are eating this evening in the QT.

 

[laga77]

Please look into the vendor experience section under the thread "A tale of two stores" for my most resent purchase with LA/DD.

 

[ambushbumpers]

Frankly, its lucky enough to have Race posting here... do you TRULY thing any other CEO of a big Corp would chime in? Race and Marty have proven themselves for years. They wouldn't sell their baby to just anyone, give them more credit then that.

Lucky? These people depend on us to make their business flourish, Without us, there would be no them. Pull them from the pedestal that you have them on.
Yes, they may be respected members here, but they need "Us" way more than we need "Them"

The same goes for the Petco Exec, I'm not saying that i want to hear from the CEO, because most likely, he doesn't have a clue. I would like to hear from upper management in the aquatics division, or whatever structure they have.


Just Remember this fact, Without the customer, there would be no business. I run a successful waterjet cutting, bumper manufacturing, general fabrication and powder coating shop, I rely on each and every one of my customers for my success. The little customer is as important as the big customer, because I've seen a few little customers get going and all of a sudden, they are big customers because i have gone out of my way to take care of them.

 

[GreshamH]

Lucky? These people depend on us to make their business flourish, Without us, there would be no them. Pull them from the pedestal that you have them on.
Yes, they may be respected members here, but they need "Us" way more than we need "Them"

The same goes for the Petco Exec, I'm not saying that i want to hear from the CEO, because most likely, he doesn't have a clue. I would like to hear from upper management in the aquatics division, or whatever structure they have.


Just Remember this fact, Without the customer, there would be no business. I run a successful waterjet cutting, bumper manufacturing, general fabrication and powder coating shop, I rely on each and every one of my customers for my success. The little customer is as important as the big customer, because I've seen a few little customers get going and all of a sudden, they are big customers because i have gone out of my way to take care of them.

A bit condescending there.... take advice from yourself, and keep that CS face on :lol:

Ever see any other high level people from a large player like DFS join in the forum? I haven't.

I have Kevin on a "pedestal" for numerous reasons, his work at LA/DFS is on the very bottom of a multi page list, though what he has built is pretty damn impressive and his ethics are above reproach. I work in the trade/industry, and have for 20+ years. I know this biz from every angle, I've worked every facet of it pretty much. CS and Marketing are my forte, I fully understand the importance of Customer Service. From that I have worked with Kevin and seen him work. But, if you think DFS grew to the size they have on aquatics, you're sadly mistaken. Cat/Dog are the money makers, a trip to one of the all pet industry shows highly illustrates this fact. While Cat/dog take up acres at them, us aquatics are lucky to take a few aisles. You cannot even compare the profits from either, they are miles apart.

Race I don't know so well, I've only had a few conversations about him. But I do know a lot more about him then I expect most this forum does. His work outside of DFS I respect, and for that, yes, I do I guess put him on a small "pedestal". I do so with the people I respect.

You won't hear from anyone of importance from Petco, trust me on that one. That is not how they operate. I've sat in on regional manager meetings a few times. They were hosted at a friends facility for a spell and I used to share shipments with that facility.

 

[ambushbumpers]

I guess in the end, I'd like to see Petco be successful at this with DFS and LA, but the way they are right now, it's not going to happen. Educated customers do not shop there (at least at the local store) and the new customers that buy marine are set up for failure before they even begin by what comes out of the tanks.

The new customer that is intrigued by having a "living reef" or a "living tropical ocean" in their house depends on the employee to steer them in the right direction. This can't happen without the employee's knowledge to pass on. That newbie customer is going to have guaranteed failure and a sour taste in their mouth and will never want to touch saltwater again because they will feel like they just tossed their money in the toilet.

This is what i hope Petco get's a handle on.

 

[89Foxbody]

One of the main problems is that Petco will never pay enough to attract any serious, knowledgeable talent to care for their systems on a regular basis. Someone who is an expert in aquatics is not going to stay there working for 9.15 an hour with minimal benefits forever. It's just a simple fact. Until they are willing to pay someone fairly for the job, the technical knowledge and the knowledge of the livestock, they will continue to kill untold millions of fish every year.

 

[GreshamH]

Have either of you been to an Anchor store of Petco? This is where they have been working out the kinks for MO, and offer a much expanded offering. They also tend to have higher paid/talented employees. keyword: tend