Reshipping fish

[MrsDorothy]

I received my order yesterday and one of my true perculas was DOA, and the other one died a few hours later. I emailed customer service and had not received a response when I got home from work today, so I called them. I was informed that I had received a credit, but they do not do re-ships, and that I could re-order them and if they had them in stock, they would send them out. Why should I have to pay shipping again to have them replaced?

If there is a 15 day warranty, why don't you re-ship fish to replace the ones that did not make it?

 

[aquaticvet1]

MrsDorothy,
They can reship the fish if they are available. The shipping is free on reships. If you prefer a credit the shipping for the deceased portion will be refunded as well.
I am sorry that they provided the wrong information.

Thank you for bringing this to my attention, Race Foster, D.V.M.

 

[dfs/la2]

MrsDorothy,

As Race stated, we thank you for bringing this to our attention. You are indeed correct that our Arrive Alive, Stay Alive® Guarantee is 100% risk-free. We apologize for any misunderstanding regarding your losses. If you could please PM us with your order information, we would be happy to further look into this matter for you, as well as arrange any additional credits.

Mike S.
LiveAquaria
Drs. Foster and Smith

 

[MrsDorothy]

I am going to call them back now and see what response I get this time. I made this thread right after I got off the phone with them.

Thanks,

 

[MrsDorothy]

Thanks Race and Mike. I called them back and was given the same information again, they do not do rehips. Thankfully, I still had this thread up on my computer. After I read your response to them they are reshipping my 2 true Perculas. They will ship tomorrow for friday's delievery. "Thank you".

I knew this information had to be wrong, unless it was something that recently changed. I have 10 tanks in my house and all of my equipment, and 90% of my fish came from Live Aquaria/Foster & Smith.

Once again, thanks.
Dorothy

 

[aquaticvet1]

Thank you Dorothy,

I will take this matter up when I get to the office tomorrow. We have always done reships or full credits including shipping,--- whichever the customer prefers. There are times when the deceased items may not be available for reship, in which case we can only refund or credit.

I am sorry and I will get with the customer service retraining tomorrow morning. We also should have answered your email within hours-- if not minutes.

Our mistake, please accept my apologies and thank you for giving us multiple opportunities to get it right.

Thank you, Race Foster

 

[MrsDorothy]

Thanks, you are the best. I have already received an email confirming my order.

Dorothy

 

[MrsDorothy]

I received my fish friday. They are doing great. These 2 will be the only fish in this tank. I ordered a bta about a month ago that had split the same day that I got it. Both are doing great. I moved 1 of them to the tank that the true perculas were going into. 1 of them is already in the small anemone that is about 3 1/2" when opened. Thanks for such great, healthy fish.

Dorothy

 

[Fermat]

Race and Mike, I also had a fish die on me just a few weeks ago, and I asked for a reship. I was also told on the phone that they do not do reships. (They did not check if any were available, simply that they do not reship.) I was a little dissapointed, as I knew re-ordering would require me to pay shipping again, but in reading the wording of the guarantee I had to admit to them that it didn't actually say anywhere they would reship, simply that they would refund the money. I just found this thread and now I'm a little annoyed that they gave me wrong information.

I do not want a reship right now as I just quarantined my fish and want to wait till that is complete, but is there a way to get a credit (or partial credit) for a reship? I did order some coral just this week that arrived today, but I did not re-order the fish yet since all my QT's are in use.

 

[DFS/LA1]

Dear Fermat,

I personally apologize for the confusion regarding replacement orders. We certainly will issue you a credit on file for the shipping and handling for your next order. Please PM us your order information and we will take care of that immediately.

If any customer reading this thread is at any time not 100% satisfied with the resolution they are offered please let our customer service representative know and if necessary a Supervisor. I am also available to speak to anyone who would like more information about our guidelines and procedures.

Jaimie Anderson
Manager of LiveAquaria