Problems and no help

[Whiterabbitrage]

I have always loved Blue Zoo. I've ordered from them for years. I've never, repeat, never had a problem. Till now. I don't know what's going on. I ordered a couple things last June and they all died in acclimation. I have never, never had anything die during acclimation before, now an entire order? Weird. But i figured it was just one of those things, and I didn't bother blue zoo about it. I figure enough people bother them. But now my next order also died during acclimation. Last time I spent 2 hours acclimating so this time I tested the bag water before acclimating and it was 1.020. That's ok for fish but inverts? Seriously?! Starfish are ok with that? Anyway, even with a 5 hour acclimation everything died. I called and they said to email. im not sure how they plan to handle this, but honestly I just do not think I can trust that company anymore. Why doesn't the website warn you they keep everything at such a low SG?

 

[Whiterabbitrage]

Hmm. Well it's been 8 hours since the email and nearly 10 hours since I called them and I've gotten zero help. still awaiting a response while staring at my dead specimens.

 

[Whiterabbitrage]

24 hours now and I received an email apology.
No offers of replacement or refund, just an apology.
I'll keep waiting to see what happens. I just do not understand what's going on over there these days. That company used to be fantastic.

 

[olemiss reb]

Shoot them another email. I was having some issues as well and got a response to this mornings email--

We just got back online after 3 days of catastrophic server failures. We lost email as well as order taking ability. I do see you have a claim in process but unfortunately it is 3 or 4 days behind because of the server problems. They should be able to get caught up by tomorrow.

Take care and sorry for the delay.

 

[Whiterabbitrage]

Wow, I just got an email, and wow, it was really nice. They had a problem with salinity slipping down, fixed it, so now we should be back on track. All I can say is, there was a bit of red tape, but ultimately they did address the problem. (Ole Miss Reb I didn't even have to send a second email)
They are shipping out my replacements this week.
I'm going to remain a Blue Zoo customer.

 

[BlueZooAquatics]

Thanks Morgan. We do aim to please everybody in every situation that arrises and are NEVER afraid to make up entirely for mistakes that can happen. It is our goal that every single person who does business with us is well taken care form start to finish. If there is anything else we can do for you, then please do not hesitate to ask.