Very Disappointed

[greenmonkey51]

I ordered a LE frag pack and McCosker's wrasse last Friday. It arrived this Tuesday and after floating I found the wrasse dead. Thats no problem I understand that happens. I contacted you and that was taken care of. I'm though very disappointed with the frag pack. First off every coral in the pack was green. I would of expected at least some variety in the colors. Also there was no echinata in the pack as stated in the pack description. I have been emailing and calling about about my displeasure and the absence of the echinata. I have gotten nowhere with that. You guys requested pictures and I emailed them, and then said you could see them so I resent them and linked to a thread on here that had the pictures on them. I understand about the pictures since tech issues happen, but the customer service hasn't been as good as people have raved about. This is one of the reasons I placed the order. This has gave me severe doubts about ordering again.


Tanner Stevens

 

[DFS/LA1]

Dear Greenmonkey51,


Thank you for your post and for taking the time to express yourself. We apologize that your experience with us was lacking in many areas. We pride ourselves in extending the best Customer Service at all times. After a review of the information you have provided it is apparent that we have not achieved our goals nor have we have provided you with the level of service you deserve. We will strive to make the necessary improvements to ensure this does not reoccur.

Our records indicate that you contacted us in regards to the CF-Drs. Foster & Smith Certified Limited Edition Five Frag Pack and it not having an Echinata in the pack. We were not able to open the pictures you e-mailed us, however since you are clearly dissatisfied with the coloration of the pack and our timeliness in reaching a resolution; we have decided to credit you for the pack. We have also sent you a PM regarding this issue.

We apologize for any inconvenience this has caused and look forward to continuing to supply you with your aquatic needs.


Sincerely,

Linda T
Supervisor
Drs. Foster & Smith
LiveAquaria.com

 

[greenmonkey51]

PM sent

 

[DFS/LA1]

frag pack

frag pack

Dear Greenmonkey51,

I have sent you a PM.

Sincerely,


Linda T
Supervisor
Drs. Foster & Smith
LiveAquaria.com

 

[ciachef]

I ordered a LE frag pack and McCosker's wrasse last Friday. It arrived this Tuesday and after floating I found the wrasse dead. Thats no problem I understand that happens. I contacted you and that was taken care of. I'm though very disappointed with the frag pack. First off every coral in the pack was green. I would of expected at least some variety in the colors. Also there was no echinata in the pack as stated in the pack description. I have been emailing and calling about about my displeasure and the absence of the echinata. I have gotten nowhere with that. You guys requested pictures and I emailed them, and then said you could see them so I resent them and linked to a thread on here that had the pictures on them. I understand about the pictures since tech issues happen, but the customer service hasn't been as good as people have raved about. This is one of the reasons I placed the order. This has gave me severe doubts about ordering again.

Tanner, I just emailed customer service about my disappointment in the exact same frag pack. 3 out of the 5 corals I received were brown/beige in color. Additionally 2 of them look to be the same coral! A far cry from the representation on the website. I'm waiting to see what they say but I thought I'd add my 2 cents in as well since were both in the same boat.

 

[greenmonkey51]

I must of lucked out better since all mine were colored up, but I was disappointed in the color variety. Also DFS I have a question about 2 of the corals. I don't know what two of the corals I received are. I'm assuming one is a hypnotic bottlebrush. Its doesn't have the growth pattern like the one in the DD. Is that the general pattern. Also the other one is evergreen color and is getting purple tips. Is there any that you can think of.

 

[dfs/la2]

Ciachef,

Thank you for your inquiry. We sincerely apologize that you are not satisfied with your Drs. Foster & Smith Certified Limited Edition Five Frag Pack. We have responded to your email regarding this matter. Please contact us with any other questions or concerns.

greenmonkey51,

Thank you for contacting us. We are checking with our Aquaculture Coral & Marine Life Facility regarding the identification of your corals. We will post back when we have the answer available for you.

Chris C.
LiveAquaria
Drs. Foster and Smith

 

[dfs/la2]

greenmonkey51,

Thank you for your patience in waiting for our response. From viewing the pictures on Reef Central, it looks like starting from the left side: Green and Blue Monster, Ruby Red Staghorn, Kevin’s Purple Rim Efflo, Tri Color Valida, and the Hypnotic Bottlebrush.

All growth pattern will be determined by light and water flow.

Please let us know if you have further questions.

Pat S.
LiveAquaria
Drs. Foster and Smith