Very Dissapointed

[tony varrell]

I received my order today for a pair of Rhomboidalis. Proceeded to acclaimate them as I have all other Cirrhilabrus in my system. After I placed them in my system one of them went under a rock and died for some reason. When I called you for assistance I was made to feel like a dishonest person when the comment was made that I have had a lot of losses so the body MUST be recovered. I am not sure what a lot of losses mean. I have been purchasing fish from you for at least five years.
It was also insunated that I had done something incorrect in the acclaimation process which could have caused the death. I assure you that was not the case. I have a system full of Cirrihilabrus that have been sucessfully accalimated.
I tried to recover the body however it is not possible to do without a lot of ditsurbance in my system. My system is a 150 SPS and Cillhilabrus. So I will take the $700.00 hit. I can tell you by the grace of God this is really not an ecomonic issue for me. It is much more then that. The insunations made questioned my integrity and that is not acceptable. You have just lost a customer for good and I will post my feeling to let people know. Thank You..

 

[DFS/LA1]

tony varrell,

I apologize for this inconvenience and want to assure you that our supervisor did not believe you to be distrustful. We have placed a credit on your file for this loss and are currently checking with our Aquacultured Coral and Marine Life facility to see if another pair is expected soon. This credit is processed and available immediately. You do not need to return the deceased specimen.

I also apologize that our supervisor’s assistance was viewed as an insult. We at LiveAquaria want to help educate our customers so that their aquarium experience is as enjoyable as possible. We help many beginners in this hobby establish new aquariums and help the experienced with advanced set ups. We are unable to tell what experience level our customers are when we first speak to them so we need to ask basic questions to judge how advanced that customer is. Since this specimen was received less than an hour from your call our supervisor was concerned that perhaps the full acclimation was not completed or perhaps understood. She was also trying to help as she noted that over half the items you have purchased from our facility have perished.

I certainly do not want to loose you as a valued customer and hope to continue business for the next five years. Let me know personally if there is anything I can do for you above and beyond resolution of this concern.

Jaimie A
Customer Service Manager
LiveAquaria.com

 

[tony varrell]

Thank You Jammie. Your comments are duly noted. We all pay you a preimum for the livestock we order and there is a reason for that. The reception I recieved this morning was careless and not up to your standards. I understand ultimately this was a buisness transaction and there are commercial implications around my claim but the claim was justified. Not to mention the fact that this was a rare animal and I felt terrible about the loss.

I will put the experience behind me and chalk it up to a bad day.

 

[tony varrell]

Sorry for mispelling your name Jaimie..

 

[fittiger]

From what I'm reading I can't believe you would post this trying to slander the LA reputation. If you really have lost around 50% of your livestock sent by them and called to report a death less than an hour of receiving shipment I can't imagine you acclimated these fish well. I know if I am paying big bucks for fish, I make sure to do a bag float temperature adjustment followed by a slow drip acclimation.

Just because some fish make it thru a quick adjustment, many won't, especially after being shipped across the country. I can't imagine many on this site would disagree with me.

That kind of attitude is bad for the environment, the hobby, and for business, as I'm sure businesses keep there price up due to customers like you. I don't imagine LA's guarantee is meant for people to just open their package and toss the new specimen in their system hoping it survives and if not, oh well, I have a 14 day guarantee.

 

[erbio]

Live aquaria took the loss even though the customer acclimated incorrectly thus killing the fish.

AN AMAZING COMPANY IN MY OPINION.

However I wouldn't encourage future business with him/her.

All of my orders with Live Aquaria total around $5,000 and I've never had any losses.

 

[Macimage]

I agree with fittiger and erbio.

Joyce