Reefkindom

2

2ndThief

New member
(note I realize that I posted this in my original thread opinions please, but it is likely people will not read far enough into it to see this post)

Well I ordered four types of palys from reef kingdom last week and we understood they would not be able to ship until today and I e-mailed them this morning this message:

Hey Brandon, this is Perry,
I was curious as to if the palys would be delivered to my doorstep or
not, thank you for your help and looking forward to tomorrow with much
anticipation

-also how long, if any, was given for coral healing? Thanks again

-perry


and received this in my inbox this afternoon:

Perry,

Thanks for your inquiry. I spoke with Jared and at this time we have decided that we will not be shipping your order. I went ahead and refunded the entire order amount back to your card. Unfortunately, in our experience with similar customers who have similar questions and multiple concerns even before an order is processed, we have ended up investing so much time and effort trying to please them, that in the end we have just refunded their purchase anyway. Due to these circumstances we have come to this conclusion. We apologize for any inconvenience this may have caused you. For your online coral needs we recommend the following websites:

www.atlantisaquarium.net
www.sharkysreef.com
www.fragglereef.com
www.******************


I'm quite curious as to why this is but I will leave this open until I get a response. I'm not mad, I'm just intrigued.

Hobby Experience: just starting, first tank: 29 gallon biocube.
 
If it's a per polyp thing I guess asking about the healing time is a little odd since it's pretty much assumed they will be fragged very shortly before they're shipped. I guess what you said just threw a red flag for them that you were a high maintenance customer. What was your other corespondence like with them and what exactly did you order? The whole thing is a little odd and gave me a chuckle.
 
They were very polite with me on the phone the two times that I spoke with them. They told me what the colors should morph to under my lights and what to expect. I ordered 1 polyp of a mohawk paly, 2 of AOG, 3+ of a hot pink, and 20+ of fire and ice.
 
i dont understand why they would want to lose business? but then again, i dont understand why they charge up to $50/polyp.
 
I won't be doing business with them either, those are ligit questions as any zoa/paly lover knows fresh frags ship poorly and can and in most cases die due to excessive stress of shipping and healing all at the same time....... That is ****poor customer service and they don't deserve your business. So what about the time spent after the sale and shipping and having the polyps turn to mush? What about that? Seems to me that they and you would be better served by fragging and then healing of at least a week then shipping.
 
bummer, glad I have not dealt with them, maybe they were worried the polyps are currently not looking good and didn't want to be liable later. But this sure was not the way to handle it!!
 
yea i was organizing a group buy from them here in colorado but ended up cancelling it mainly from this thread. I dont want to send any of my money or my friends money to someone who doesnt value customer service
 
I will definately advise to you to instead go through marineflora.com or purecaptive.com once my money was refunded I decided to try these people and they were fantastic so far just waiting to receive the product
 
Come on Reefers , Read between the lines. Figure it out.
Thief, consider yourself lucky, you got off easy....
 
I'm having a hard time figuring out what they objected to. Was it the question being asked at all, or was it the time that you asked the questions themselves. They said something about customers who ask too many questions before an order is processed and then cancelled you.

So... if you asked them before you ordered/paid is it ok? Or can you only ask questions after you receive an order.

Sounds like you can only ask questions after they send the DOA polyps. It seems like anyone confident in their product and shipping methods would only have to answer the question once, whereas someone who expected their polyps to be DOA fear having to answer multiple questions from a customer, and then end up refunding anyhow.

"Here, take your dead Zoas and like it."

What a great example of someone NOT in the business of making their customers happy.

Thanks for making the decision not to order from them even easier.
 
Dont worry when I recieved an order from them last, things looked nothing like my pics and 1/2 died from butchershop business practices... Save you money!!
 
Hey everyone this is Brandon from ReefKingdom.com. I felt that I needed to at least let everyone know why of course we rejected this order.

I did not have any problem with the questions he asked. This is what happened:

My personal cell phone was listed on the site for any and all our customers to contact me directly. Originally Perry called 10 times while I was at church and another 10-15 times when I was at home on a Sunday. (I take Sundays off of work). Since he called so many times, I finally answered it wondering if there was an emergency of some sort, there wasn't he just had some questions about one of our palythoas. Not a problem. He went ahead and placed his order later on that week. His order was going to go out the following Monday, since Jared who is in charge of shipping was in the Galapagos Islands with his family. During the week, I received tons of phone calls more, which actually surprised me, but I wasn’t as concerned with.

At this point, you may be thinking either this guy just hates getting phone calls, (which I don't since I love talking about our corals) or why on earth someone calls so much. I thought to myself this is getting a little out of hand, my wife calls me 4-5 times a day and if there is something really pressing lets say 8-10 MAX.

Perry’s shipment was planned to go out on Monday for Tuesday delivery, when Jared had returned. The Saturday and Sunday before in less than 24 hours mind you, I received nearly 60 or more phone calls. I actually took pictures of my cell phone with all the different calls. I was astonished. We have had some poor experiences in the past on Ebay and on the site where we have been taken advantage of and it just seemed too familiar. This is why we did not send his shipment.

I am extremely interested in making our customers happy; my personal cell phone was even on the site for anyone who had questions to call me directly. Perry was actually the first customer we have ever rejected to fulfill a ReefKingdom order. I am a hobbyist and believe it or not I still place orders online from different websites. Some are better than others, but some I feel get blasted for no real reason, only to find out that the customer hasn’t even let the company know. We do try our best and please everyone.

For those who have had a bad experience with us, we apologize for it is our intent to make everyone happy. Also to explain why I usually don't post when customers come and leave poor feedback on us or any company for that matter on RC, is we feel that customers should contact the company directly concerning any issues first. A lot of times the first time we hear about a customer that is not 100% satisfied is in a forum, which is unfortunate. We really do appreciate those who let us know how they feel, and what we can change to be better.

Feel free to email me with any questions:
reefkingdom@gmail.com

Brandon
www.ReefKingdom.com
 
Last edited:
I'm surprised that you didn't e-mail me this response but nonetheless it is fine, I do not understand time differences very much and only have certain times of a day where I am available for talking on the phone so when it is something as important as live animals I try to get a hold of people, I apologize for the avid calling, but I needed to know when the shipment would be arriving because it was not myself who would be at the door but my father and he needed to know and it had been several days since I received a returned call or an answered call, I'm not mad, just disappointed.
 
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