My Experience with FFExpress (rather long)

[C.POROSUS]

Dave, according to Jim, the livestock manager at FFE, you have not ordered anything within the last year, or two. Maybe you had the bad experience when they were corporate, but they are not now. If I remember correctly, they were under Petstore.com, and then Pets.com. However, recently it came under private ownership.

 

[danmhippo]

Hey, Porosus, Salty Croc, do you work for FFE? Or are you in close relationship with FFE?

It just seems that if Jim Newman would give you confidential information such as when is Dave's last purchase, you must be working for FFE, if not owning FFE.

Can we ask you to identify yourself? (no pun intended...)

[ February 04, 2002: Message edited by: danmhippo ]</p>

 

[Len]

I agree; I find it a little unsettling FFexpress is divulging specific customer information, no matter how trivial it may be.

 

[davelin315]

I also find it very disturbing that he has done a search to see if I have purchased anything in the past year. All of my purchases, for your information, have been done with a friend of mine, and I just pay him for what I order. Not good business practice to say what I have and have not ordered and when this was done. Why not give out the information of how orders were paid for including credit card numbers while they're at it? And I did not know that they were no longer corporate and they had reprivatized. Hopefully that's a good thing.

 

[C.POROSUS]

Yes, i happen to work for one of the wholesalers within the vacinity of LAX, and happen to have had this conversation with Jim over the weekend. He used to post on here, but no longer does so, do to flames he has received in the past, when giving pertinant information. Do I work for FFE, no I do not, but I happen to work within the industry. If your so upset about something, and that little tid bit, why don't YOU call him, instead of making up stories. You just stated that you recently saw their stuff, just pointed something out, and you got caught, Now if he divulged any info, other than that, truthfully, I would have posted it. People in the industry, are a little anoyed by people, when they make try to make someone look bad. Hey, if your so good, why don't you people start working in the industry, and then start flaming others. At least we admit when we are wrong, and also compensate for it. If you had a bad experience, fine you had a bad experience. However, if you have not dealt with someone within the past year or so, how do you know who they are owned by, and who works for them? If you want to attack someone, expect to be corrected, and have someone defend that person. As the name implies C.Porosus, is the SALTWATER CROC, not Salty croc.

 

[danmhippo]

Excuse me, Mr. Saltwater Crocdile. I use salty croc because it's easier to type. If this has insulted you, I apologize upfront. However, since C. porosus is not your real name anyway, I don't see why you over-reacted about the name correction.

I would like to correct you on one point you make. As a consumer, we don't really care who "owns" the company. Neither do we care if the company we buy it from is a corporation or a sole proprietary. It only matters in tax and accounting purpose. How is privatization of an organization going to make any differences if the operating policy hasn't changed a bit? We do appreciate this detail you brought forth to the consumers, but that is not relevant here.

What we care about is if the said complaints mentioned in previous post has been remedied, or how it will be remedied.

I am a owner of a mail order company as well, and I can tell you that we probably do no less than what FFE does in sales per year. It does not matter if you are the first hand importer or a manufacturer, once you go online selling directly to public, your company has already transformed into a service oriented company. What matters most in this market segment is customer service/satisfaction. Companies like us thrive by word of mouth. When the problem has been identified (whether intentional or not), looking for ways to prevent it won't happen again, and to remidify the customer is our first priority.

Obviously you do not work for FFE, and possibly you are not in mail order industry as well. I do not know if you can represent FFE in this case, but I think before you go firing back at accusation against FFE, you should ask yourself if you are in the position to do it. I am sure the owner of FFE would be more qualified to make rebuttle then you would.

However, if you can represent FFE, as the owner/spokesperson of a successful mail order company, you should understand these issues brought about is crucial to further growth of FFE. Customer satisfaction is key to MO segment survival.

 

[jamesw]

Hi Mr. Saltwater Crocodile,

If you work in the wholesale side of the aquarium industry, we would VERY MUCH VALUE YOUR INPUT in our "Industry Behind the Hobby" forum here:

http://www.reefs.org/ubb/ultimatebb.php?ubb=forum&f=35

If you get frustrated by hobbyists buying at wholesale prices and expecting retail customer service, then say something about it!

What you (and Jim) will find is that FFE and other online aquarium businesses are regularly discussed on these message boards. Most of the owners/employees are unwilling to post on here and be "tried and convicted" by a bunch of nameless internet users. That makes good sense! So...head on over to the Industry Forum instead.

Another thing that you will find (strange as it is) is that any publicity about a company is good publicity...so don't worry too much.

Cheers
James Wiseman

 

[danmhippo]

Porosus, I concur. This board and Mary HM could really use your (and J. Newman's) input on the industry forum.

I do apologize if you feel offended in the previous post. It's not my intention to cause the alarm. I am merely pointing out the facts. Just so you know, (to identify myself, and you can also check with Jim on this), I am the person that made the first sales transaction on his newly imported Australian Tropical Emperor Seahorse. Jim posted availability of this new specie at Seahorse.org, and I bought/ordered it immediately, even before FFE had the item put up on the website. Please let Jim knows the new specie is doing very well in captivity and is picking up enriched frozen mysis from the sandbed right away!

It is a good direction Jim, as the chief purchaser, took to buy the captive bred/reared specimens. We value the changes FFE has done recently. Again, your input at the industry forum is greatly appreciated.

Jimmy

 

[MILPIL2]

Well, I guess I have to come into this discussion now, although truthfully, I do not like this forum. This is Jim Newman, the Livestock Mgr. of FFE, after hearing about this post from my friend, I decided to take a look, and saw his responses. His response about Dave, not ordering for a year or more, is not accurate, as he asked me specific information, which I would not divulge, except to say that no one in Park Ridge, has ordered within that time frame. That is not divulging anything, other than what you have publicly displayed on your information, as your location is listed as Park Ridge. FFE will not divulge, ANY customer info i.e. name, address, phone numbers, or E-mail addresses, to ANYONE, NO EXCEPTIONS. As to the original post, there is alot more NOT being said, as I do know that Don, has bent over backwards for way to many people, and seeing that there was a refund given, tells me a lot. Going into specifics will not in any way alleviate the situation, but seeing as it happened in the first place, at least I will state that it should not have ended where someone was still angry. As with ANY livestock E-tailer, there are of course, going to be problems. Having watched this Forum, and others, people have something good, and something bad to say about almost every single one out there. Just my two cents, places like FFE, Jeff's, Marine Depot, E-Tropicals, etc. Are not out to pull the wool over anyones eyes. We are here to do business, as ethically as possible. Of course there will be problems with human error, fish coming in DOA, Corals coming in DOA, and what not. Unfortunately, that is what happens when you sell live animals. If you have a problem with your order, just call any of the CSR's here, if that does not help, call me. As to the individual working in the LAX area, you can call me and set up a time to pick up an order, as long as an order has been made. JN

 

[Anonymous]

As to the individual working in the LAX area, you can call me and set up a time to pick up an order, as long as an order has been made. JN

Wow. Thanks, Jim. I'll definitely be taking you up on that

 

[NKT]

Hi Jim, thanks for your reply to this thread. A bit of cooling off time for me coupled with seeing all the positive experiences with FFE has given me hope that perhaps my experience is the exception and not the norm with your company. Especially now that you've said pickups are a possibility, it would really, really make buying from FFE much easier and painless.
I am therefore setting aside my previous differences with the company and am willing to give FFE a second chance.

(say, is that lineatus still available?)

 

[MILPIL2]

Thank you, for the replies. Truthfully, I can see where you might have some problems with an order, and of course be madder than hell. Trust me, just give me a ring, and I will listen to you. If there is some justification, I will do something about it. JN

 

[MILPIL2]

Sorry, forgot to note, but yes the Lineatus is still available, but not for long, you may want to put in an order for it soon. JN

 

[jamesw]

Welcome to our Discussion board Jim.

I know it's been a long time and many companies since, but I used to know Eric when he worked at Barrier Reef in Blackhawk Plaza... Pretty small world eh?

Cheers
James Wiseman

 

[MILPIL2]

Was originally hired by Eric, as the "Technical Advisor" to the company 3 years ago. Very nice guy, unfortunately things happen, where good guys get put out. A lot has changed since even a about 8 months ago. Of course under new ownership, some changes occur, mine being one of them. However, thank you for the welcome. JN

 

[Anonymous]

[ February 05, 2002: Message edited by: DanConnor ]</p>

 

[Kalkbreath]

Has the Wholesale part of ERI/FFExpress Taken a dip in sales now that they sell to the Hobbists?
_________________
butane hash

 

[C.POROSUS]

Not offended in the least Hippo. However, the main reason why people in this end of te industry stay quiet, is due to the fact that no matter what the advice, we are asked to prove our position, let the people know which publication they can find this information, and of course what right do we have to say anything at all. Why do wholesalers, and retailers usually stay away from these forums ? The answer is quite simple, LFS's don't because a lot of them are run by people that started out as hobbyists, and thought they could make money by making their hobby, their business. Unfortunately, a lot of these LFS's have no idea on the advanced areas, and so will be more than willing to sell you whatever you want, and then take your money. Honestly, how many of you have a Quarantine tank, set up ? The reason this is being asked, is because it is one of the most important pieces of prevention you have, yet when I take a look at hobbyists posts, I see someone has Ich here, someone has a bacterial infection there, and yet you blame a store that is hundreds of miles away. You listen to your Doctor, your Dentist, and your Veterinarian, yet when one piece of equipment is needed to make sure that a disease does not infect the rest of your fish, most of you don't invest in it. That is one of the many reasons the industry does not get in on the forum, because to many of you flame the suggestions, and shun those that could help you out in the future. Mary, is the exception, she wants to speak up, even though I have seen her bombarded by accusations, and sworn at, and she is there to ultimately help YOU.

 

[Anonymous]

Jim posted here and was met with thanks, respect and encouragement to post more.

People with good ideas are listened to, people who pull rank of any kind are usually ignored or flamed, as rank does not equal being right. I think industry people often feel that because they are industry people they should be listened to. Here at least, people want to make sure posters know what they are talking about, before accepting arguments from authority.

There are lots of snake oil salespeople out there, and lots of industry people who have posted here come off downright mean. And we can't ever forget that people in the industry are trying to make money, so yes we are suspicious. I hope you and Jim will stay around, as Mary has, to help change this perception.

I think if you look around this board you will see many "hobbyists" advocating Q tanks and defending the good parts of the "the industry" (not Petco

). The push to get good info out there continues from every level of the hobby.

Welcome to this board. I hope you continue to post. I think you will find that most people here ask hard questions, and will put you to task on your beliefs, but most are willing to hear and think about what you have to say.

RR

 

[davelin315]

Not sure if salty croc's jabs were meant for me, but if they are, it's another one of those times where people should read their posts before posting and make sure they're accurate. Also, if the jab was meant for me, I didn't ever say that I wasn't happy with the eventual outcomes, just that I've received some pretty shoddy stuff in the past, along with some excellent stuff.