Worst customer service ever A2596688 A2596687

[ermartin]

I have never had such poor service I have spent a lot of money with this company and its affiliated sites and I would expect more.
When I placed my order there was an additional charge because part of my order was coming out of the east coast. I immediately called customer service to not only get clarification on the charge but to add additional products to my order as well. I at that time approved the charge.
Today while at work I received a call stating that neither order shipped because they wanted to know if i was willing to pay the additional charge that i had already authorized. I told them that I already authorized the charge and could they please get my order out as I was traveling. They stated it could not be shipped and I would have to now wait a day for there mistake.
I then requested they deliver it as early as possible as I was flying out in the afternoon. They informed me I would have to pay for there mistake and pay additional fee's to get the early delivery. I would expect more. I have canceled my order and will place it upon my return with a company that understands what customer service is and the impact of poor customer service

 

[LiveRock27]

I had a similar experience w/them a week ago. I had placed a large order for over night delivery over the phone. The guy who took my order put down the wrong type of credit card. I received an email 8hrs later informing me that my transaction didn't go through. I called right away and they told me of the mistake, but also informed me that my deliever couldn't come the next day. Since the following day was Friday they told me that I would have to pay extra for Saturday delivery if I wanted it before Tuesday. They lost my business and I found a company that is looking for life long customers and not just one time orders.

 

[DFS/LA1]

Ermartin,

I sincerely apologize for the problems with your order. I apologize that the agent you spoke with yesterday did not pass on the information, regarding your shipping question, to the appropriate agent and that your order was delayed because of this. I would like to offer you a free shipping and handling credit ($34.99 plus $14.99) for our mistake and the inconvenience this has caused you. You can use this credit at anytime. We would like to ensure you are completely satisfied with your ordering experience and I would encourage you to contact us, via PM or at 1-800-334-3699, with any other concerns you may have. This is not the type of customer service we like to provide to our customers and I apologize for the problems you have experienced with your order.

Sincerely,

Kris W.
LiveAquaria Supervisors
Drs. Foster and Smith

 

[DFS/LA1]

LiveRock27,

I apologize for the problems with your most recent order. I would be happy to investigate this further, to find out how this may have happened and how it can be resolved, if you would like to PM or call us at 1-800-334-3699, to provide us with your order number or customer information.

Sincerely,

Kris W.
LiveAquaria Supervisors
Drs. Foster and Smith

 

[ermartin]

Kris,

I appreciate your prompt response and dedication to customer service. I look forward to receiving my order as promised. I will update you upon its arrival

Erik

 

[jmaneyapanda]

Re: Worst customer service ever A2596688 A2596687

<a href=showthread.php?s=&postid=11782065#post11782065 target=_blank>Originally posted</a> by ermartin
I have never had such poor service I have spent a lot of money with this company and its affiliated sites and I would expect more.
When I placed my order there was an additional charge because part of my order was coming out of the east coast. I immediately called customer service to not only get clarification on the charge but to add additional products to my order as well. I at that time approved the charge.
Today while at work I received a call stating that neither order shipped because they wanted to know if i was willing to pay the additional charge that i had already authorized. I told them that I already authorized the charge and could they please get my order out as I was traveling. They stated it could not be shipped and I would have to now wait a day for there mistake.
I then requested they deliver it as early as possible as I was flying out in the afternoon. They informed me I would have to pay for there mistake and pay additional fee's to get the early delivery. I would expect more. I have canceled my order and will place it upon my return with a company that understands what customer service is and the impact of poor customer service

Why are you ordering LIVESTOCK to arrive the day before (OR OF) you leaving town? It sounds like you poorly planned.

 

[StrategicReef]

It's clearly stated on the website there is $15 extra when the order comes from both CA and WI.. didn't you see this charge at check out time before you finalize the order?

 

[ermartin]

Did you not read my post this had nothing to do with the 15$ I approved the extra charge 2 min after I made the order... But thanks for your valuable input apparently its not I that need to read the fine print

 

[ermartin]

Re: Re: Worst customer service ever A2596688 A2596687

Re: Re: Worst customer service ever A2596688 A2596687

<a href=showthread.php?s=&postid=11795520#post11795520 target=_blank>Originally posted</a> by jmaneyapanda
Why are you ordering LIVESTOCK to arrive the day before (OR OF) you leaving town? It sounds like you poorly planned.

Wow thanks for the info I always thought overnight delivery meant the next day and not 2 days after. I look forward to your 5 step self help book I hope you devote a chapter to shipping. As a side note this forum is for vendor comments not your comments on how I may or may not manage my time... but again thanks for the invaluable information

 

[ermartin]

<a href=showthread.php?s=&postid=11782233#post11782233 target=_blank>Originally posted</a> by DFS/LA1
LiveRock27,

I apologize for the problems with your most recent order. I would be happy to investigate this further, to find out how this may have happened and how it can be resolved, if you would like to PM or call us at 1-800-334-3699, to provide us with your order number or customer information.

Sincerely,

Kris W.
LiveAquaria Supervisors
Drs. Foster and Smith

Kris ,

the order was processed beautifuly you have renewed my faith. I hope all of the service personal follow your lead.

Thanks again

 

[notenoughtanks]

I would contact them via PM or call and ask for a supervisor. I don't think a harsh post in their forum helps anyone. Liveaquaria is the best in customer service, and it shows. If you need an issue brought to their attention, go ahead and post and they will fix it and then some. I just think you thread title was way harsh for the situation.

 

[BlueCorn]

Since the issue has been resolved to the satisfaction of the original poster, I'm closing this.

Thanks.