I ordered 2 false perc clownfish and 4 snails....I got the snails and think that they are alive, but my 2 clownfish were both dead on arrival. My Fedex guy dropped them off at 10:10 this Friday morning. I called Liveaquaria and the lady was a complete b!tch cutting me off and getting impatient because I couldn't find my order number...she told me to acclimate them anyway, so I did but just what I figured....they are still dead. This whole experience so far has been a complete disaster.
Terrible Order!!!!!!!
- Thread starter SHLove16
- Start date
jdieck
New member
ShLove:
Live aquaria has always been very good at customer service and I can atest they always make good on the arrive warranty.
Call them again to mention you followed the procedure.
If you have no proper response talk to Kevin Kohen I am sure he will be very interested in knowing of any potential fail in service.
Live aquaria has always been very good at customer service and I can atest they always make good on the arrive warranty.
Call them again to mention you followed the procedure.
If you have no proper response talk to Kevin Kohen I am sure he will be very interested in knowing of any potential fail in service.
Alright, they called me back within probably 20 minutes of my post which was great. This time the lady was very nice and tried hard to correct my order. They are sending 2 new clowns Monday(to arrive Tuesday). I am very impressed at the extent they went to, to try and create a solution to the order. Thanks.
DFS/LA1
.Registered Member
SHLove16,
We sincerely apologize or your dissatisfaction with your first order and the phone call you made to us. First orders can be confusing and we want them to be a positive experience.
We are pleased however that we were able to speak with you again and resolve your concerns to your satisfaction. If I can be of any further assistance to you in any way, please do not hesitate to call and ask for a LiveAquaria Supervisor. You may wish to speak to myself, Donna, or Kris or Sue.
We thank you for your patience with us in this matter.
Donna
Supervisors
LiveAquaria
Drs. Foster & Smith
We sincerely apologize or your dissatisfaction with your first order and the phone call you made to us. First orders can be confusing and we want them to be a positive experience.
We are pleased however that we were able to speak with you again and resolve your concerns to your satisfaction. If I can be of any further assistance to you in any way, please do not hesitate to call and ask for a LiveAquaria Supervisor. You may wish to speak to myself, Donna, or Kris or Sue.
We thank you for your patience with us in this matter.
Donna
Supervisors
LiveAquaria
Drs. Foster & Smith
aquaticvet1
.Registered Member
SHlove16,
Please accept my personal apology. We can and will do better.
Race Foster, co-owner
Please accept my personal apology. We can and will do better.
Race Foster, co-owner
i have ordered from foster/smith many times-both live and dry goods.......i have had a problem with one of the live orders---but i called them, and the issue was resolved..........i have ordered from them since then and will continue to order from them....i am very impressed that one of the co-owners took the time to respond...
hats off to foster/smith
just wish they would ' lower' their prices some more!!!!
just a private thought
steve---nj
hats off to foster/smith
just wish they would ' lower' their prices some more!!!!
just a private thought
steve---nj
wrasseguy2
New member
thats why i love these guys i have ordered from them nothing but the best every time...you can't beat service like them...there are other great places out there too...but these guys are always my #1 go to...
royaloaksmoke
New member
top notch customer service there.....I have always been happy with liveaquaria and drsforster&smith
DFS/LA1
.Registered Member
Thank you everyone for taking the time to compliment the service you have experienced upon ordering from both Drs. Foster and Smith and LiveAquaria. We appreciate the positive comments. We encourage everyone to contact us at any time, by e-mail, PM, or at 1-800-562-7169 with any questions or concerns they may have as we are always happy to assist. We are dedicated in providing the best customer service we can to ensure every experience with us will be a positive one.
Sue B.
Supervisors
LiveAquaria
Drs. Foster and Smith
Sue B.
Supervisors
LiveAquaria
Drs. Foster and Smith
Well...once again very dissapointed...yes I was impressed with the call too. But as I said prior they told me they would ship me my fish Monday to arrive today...well Fedex guy passed through with nothing for me so the fish never came. We called to see what happened and they told us the fish were now on backorder because their shipment never came, and that they don't know when they are going to get them in. I would have thought it be necessary to email or even call me to tell me they now don't have my order but they didn't....so now I am trying my best to be patient again and wait for an email (whenever that will be) to come and inform me they have more clownfish in.....wow, what a first expirence with an online live purchase...
dfs/la2
.Registered Member
SHLove16,
We have contacted our shipping facility and they expect to have the SW - Ocellaris Clownfish - Tank-Bred (Asia) available within the next couple of days. We send out delay emails when orders do not ship and I apologize that you did not receive yours. I have marked your file so that we will make a personal phone call to you to inform you of when this item will ship. It was also mentioned that you would not be available to receive this shipment after 07/18 and this is also noted on your file. I am confident that we will be shipping this fish to you soon and again apologize for the inconvenience.
Jaimie A
Manager of LiveAquaria
We have contacted our shipping facility and they expect to have the SW - Ocellaris Clownfish - Tank-Bred (Asia) available within the next couple of days. We send out delay emails when orders do not ship and I apologize that you did not receive yours. I have marked your file so that we will make a personal phone call to you to inform you of when this item will ship. It was also mentioned that you would not be available to receive this shipment after 07/18 and this is also noted on your file. I am confident that we will be shipping this fish to you soon and again apologize for the inconvenience.
Jaimie A
Manager of LiveAquaria
dfs/la2
.Registered Member
SHLove16,
We apologize everyone at our aquatic facility is gone for the weekend. We have contacted them to see if the Tank Bred Ocellaris Clownfish from your order will be available for shipment on Monday or Tuesday and we will notify you as soon as we have the information available.
Luci Z
LiveAquaria
Drs Foster & Smith
We apologize everyone at our aquatic facility is gone for the weekend. We have contacted them to see if the Tank Bred Ocellaris Clownfish from your order will be available for shipment on Monday or Tuesday and we will notify you as soon as we have the information available.
Luci Z
LiveAquaria
Drs Foster & Smith
Hmmm, interesting. Just curious...... so are you saying you believe that LiveAquaria shipped you out dead fish in "60 something" degree water and it was not the shippers fault, or is it even remotely possible that FedEx had grossly mishandled the shipment somewhere along the line and the fish got severely chilled and died in transit?
Also curious to know how the water temp arrived at 60 something degrees in the middle of July in TN?
I don't know, maybe it didn't, maybe it was the shippers fault. The water some how felt very cold. I don't have a reason why, maybe I am/was wrong. I do not think LA sent them dead already no, but it looked like they had been dead for a long time, they were like a whitish color.
It doesn't really matter now anyway.
It doesn't really matter now anyway.
