Feedback on IPSF.

[JeremyR]

Having been there done that.. I would have to agree that rook is in the right. Fedex WILL pay claims, they have paid me before. When fedex screws up, the customer should *never* have to pay, regardless of whether a claim is filed. I wouldn't think of sending someone something, having it never arrive there, and try to charge them for it. I can't see why rover is arguing in defense of this practice. It's blatantly bad customer service on the part of the vendor.

Disclaimer: We do not do mail order livestock at this time.

 

[Minh Nguyen]

1. Rook did not make any mistake.

It was his call that caused the package to not be delivered, so I think he bears some of the blame.

Hey, I just noticed something- reefers are really anal-retentive!

If I were to get a shipment of living animal over night, but end up getting it 2-3 days later (that is 4 days total) I would be mad and raving also. He just state the obvious that the animals were most likey dead. He said that did not refuse deliver and did not request that the package to be return to sender. If what he said is true, I don't see how anyone can blame him for it.
Minh Nguyen

 

[Anonymous]

OK, but then why didn't the package continue on to him?

 

[Anonymous]

Judging by the heat of the original post in this thread- I would say that rook is somewhat culpable. Look obviously he is not at fault for the Fed-Ex screw up, and neither is IPSF. However the heat of the thread alone makes me wonder about what was the demanor of Rook's original phone call to IPSF. If you call and make accusations or other "heated" comments do you really expect that a) your side of the story is going to get across adequately or that b) the other person is not going to be defensive? IPSF then checks with Fed-ex and notes that from their point of view he didn't follow their return policy i.e. that the package was refused and thus will cost them MORE money.

Fed-Ex is willing to make good and IPSF can send out another batch an no one is out any money and it wouldn't have been that big of deal if cool heads had prevailed.

 

[Minh Nguyen]

OK, but then why didn't the package continue on to him?

According to Rook, it is another of FedEx mistakes.
I agree with Jeremy that if a business choose a shipper, send a package that never arrive at the customer, the customer should not have to pay for it. If the shipper choose not to file a claim, the it should be his lost, not the customer's lost.
The record of instruction of who, if anyone request the package to be return is easy obtain. Also any refuse to accept is clearly easy to obtain from FedEx. That is if FedEx did not make an other mistake and loose their record.

Minh Nguyen

 

[Anonymous]

Due to FedEx bookeeping, IPSF thought that Rook refused the package. From their point of view, it is clearly not their problem. However, as the parties involved have calmed down, the truth is now being figured out, and IPSF is willing to deal with the issue.

I still think the title of this thread is unfair, as well as the initial post, as IPSF was dealing with the issue as best they could, and were right considering the info they had. Now that they know the info they had was wrong, they are taking steps to make it better.

Note, IPSF never got heated in return. And now that cooler heads are prevailing, they are working it out.
Sounds like a great company to me, with fair, good customer service.

 

[Rook]

1. Rook did not make any mistake.

It was his call that caused the package to not be delivered, so I think he bears some of the blame.

Hey, I just noticed something- reefers are really anal-retentive!

Was I not supposed to call FedEx when the package did not arive? What I not warrented in being upset that FedEx made a mistake? Did I lie at all in stating the package contained live animals? Was I mistaken to say live animals in a package, lost in the mail for over four days would have an unlikely survival rate?

Also, you are still missing the breech of contract issue, which is the stronger claim here.

FedEx took these statements and in their judgement, decided to just allow a credit. Or so they told me. I don't know if they actually ever called IPSF to give them the credit that they told me they would issue.

Also, although I still feel I am right here, and I stand behind my statements, IPSF does appear willing to work with me, and reship. If they do, I will hold no grudges against them. Also, if they do, I will be happy to help IPSF receive the refund they deserve from FedEx, who is truely at fault.

 

[Anonymous]

Was I not supposed to call FedEx when the package did not arive? What I not warrented in being upset that FedEx made a mistake? Did I lie at all in stating the package contained live animals? Was I mistaken to say live animals in a package, lost in the mail for over four days would have an unlikely survival rate?

I would have called IPSF first. And let them find the package and work out the details. If you called IPSF to let them know that you still haven't recieved the package and that you are waiting on it per your agreement, they never would have assumed that you refused the package. By calling FedEx you assumed responsibility for the decisions regarding the package and they did what they thought you wanted them to, ie refuse the delivery.

I wouldn't think of sending someone something, having it never arrive there, and try to charge them for it. I can't see why rover is arguing in defense of this practice. It's blatantly bad customer service on the part of the vendor.

I'm not defending the practice at all. And I don't think that I would have done what IPSF did in that situation. But again I don't know the details of their operation. They may have been burned 6 times that day already who knows. I'm just clarifying who screwed up and who didn't. Customer service is up to them.

 

[Anonymous]

Man, is this a case of Murphy's Law running loose or what.

All any of us can do is make assumptions because we were not there to see or hear the tone of how the discussions/emails went.

I was kind of pissed that a business that treated me great in the past was being slammed.

I have fought with Fedex before. They have had recent problems since before last Christmas. I can also tell you from working with UPS on shipping problems, on a daily basis, that everyone makes mistakes, but UPS handles them much better.

I have been a proponent of "the customer is always right" for a long time. I also recognize that it's, "too a certain extent".

A piece of advice for Rook. Learn how to make deliveries to you as easy as possible. Is there a reason you are not having it delivered to your workplace? Fedex does real well getting packages to a business in a timely manner. But to your home, well, that's when things can get scary. Most credit card companies have no problem adding a workplace address to your card. Chances are it will be handed to the same person in your business every day of the week. Talk to that person. In addition to workplace addresses, I have pre-signed releases so the drivers can drop a package to me, at my residence, without a signature, even if it's required by the shipper. Of course live animals go to my workplace. A few hours in a warm room with me is better than sitting in a cold place anytime. Target a delivery for the middle of the week, so a day late and your still covered by their policies.

Remember the KISS method. Keep It Simple Stupid.

And yes, before anyone jumps in to point out, it was left in Oakland because something broke. That is where is got complicated and the now late delivery was never attempted. It's just a fine example of Murphy's Law. "If anthing can go wrong, it will, and at the worst possible time."

I hope everyone will work this out, not make the same mistakes, and we can see a positive outcome to this posted here.

 

[Brad Gardner]

Jesus..I can't beleive Rook is over at this forum belly acking. He has posted at least two threads over at Reef Central about this. If I were Gerald, I would be talking to my lawyers.

 

[Rook]

[/quote]

I would have called IPSF first. And let them find the package and work out the details. If you called IPSF to let them know that you still haven't recieved the package and that you are waiting on it per your agreement, they never would have assumed that you refused the package. By calling FedEx you assumed responsibility for the decisions regarding the package and they did what they thought you wanted them to, ie refuse the delivery.


IPSF does not have a direct line you can call them at. You can only email them or call and leave a message. I emailed them immediately

 

[Anonymous]

The final summary is that IPSF Customer Service sucks. If you don't get what you paid for then the seller is wrong. If I buy a Chevrolet and it arrives damaged or without the right accessories, then its the dealer who needs to correct the problem. That's IPSF!

 

[Anonymous]

But it didn't arrive at all, and that is, at least in part, the fault of the buyer in this case.

Rook wrote:

Was I not supposed to call FedEx when the package did not arive? What I not warrented in being upset that FedEx made a mistake? Did I lie at all in stating the package contained live animals? Was I mistaken to say live animals in a package, lost in the mail for over four days would have an unlikely survival rate?

Also, you are still missing the breech of contract issue, which is the stronger claim here.

You seem to be screaming about the parts of the contract you like, and ignoring the parts you don't like. Whatever you said to fedex, you left them with the impression they shouldn't deliver the package - which is exactly what the conrtact says you shouldn't do.

Anyway, now that IPSF is working to fix the problem, that damage you have inflicted is already done. You have burned their name, even though you were in part to blame for the issue. Bad juju in my book.

 

[Rook]

Brad,

I don't see how simply stating the facts of what happened to me is belly acking, but that is neither here nor there.

Righty,

I don't think you understand, but of course you are open to your opinion and I don't mean to debate it here.

I would like to note some more current changes.

I have spoken with IPSF again, and I am confident that we will work out the situation completely. I still am not overly happy with the treatment I received, but their change of heart is a good sign of faith for them.

Also, I believe that some of the confusion is due to FedEx stating to me that they accept responcibility, but, I think this same sentiment was not relayed to IPSF.

I have told IPSF that I will do what ever I can to help them make a claim against FedEx since they are the real culprets here.

Please notice the change made to the title of the thread and the statement added to the first post. Since IPSF is will to work with me, I felt these changes were only fair.

I will not debate the issue any further, but I will repost when the transaction is all said and done. I will keep some of you ideas in mind in tring to order livegoods in the future.

 

[Anonymous]

Blame who you will, the real reason for this thread is that IPSF has poor coustomer service. If I had ordered from FFE, and the order was late or not delivered, they would "fix" the problem. Why doesn't IPSF have the same response to customer problems. Because they don't believe that customer service makes customers return or stay away. I will stay away!

 

[PaulH]

IPSF does not have a direct line you can call them at. You can only email them or call and leave a message. I emailed them immediately[/quote]

I just ordered from IPSF and received my order on Wednesday. I actually called them via phone since I didn't feel like sending my credit card info over the internet and to my luck I spoke with Gerald, who I didn't know at the time was actually the owner. He is a great guy! He was very patient and even added a bunch of extras to my order. I actually called him on the direct line and he answered once again to ask if I could switch an item out for some N-reducer and he said that he was actually going to throw that in for free. My order came in to my work and everything was in great condition. There were so many extras it was amazing. I myself would have still made Fedex deliver on Monday just in case there were still live animals there, wouldn't want them to die on the transport back to Hawaii, but that's just me. This was my first order with them and I will continue to order from them.

 

[Anonymous]

Blame who you will, the real reason for this thread is that IPSF has poor coustomer service. If I had ordered from FFE, and the order was late or not delivered, they would "fix" the problem. Why doesn't IPSF have the same response to customer problems. Because they don't believe that customer service makes customers return or stay away. I will stay away!

Do you think if FEE was told by FedEx that you refused to accept delievery they would fix it with no questions asked?

It seems to me there was some confusion as to exactly what happened, and as this has been figured out IPSF is 'fixing' the problem.

 

[dtiedke]

Yes but my impression was that IPSF was NOT willing to consider anything else...they made a snap judgement and seemed to not consider all the facts.


Now that they have had their arm twisted, they are listening and agree that Rook was not at fault and due some "relief".

The fact that they handled this so poorly has done more damage than the initial $100 would have cost them. That isn't to say that they should roll-over for every customer....but at least hear them out!!!

 

[Anonymous]

I don't know who snap it was, and I don't think we will ever know.
My feeling, based on 'issues' I have had with IPSF is they wanted to hear him out, but his initial emails about the problem were angry, heated, threating and acqusitory with lots of language about contractual obligations, law and blame. Combine this with FedEx reporting that Rook refused delivery, and it becomes easy to understand their hesitation.

Often I see customers fly off the handle at online business, but those same customers fail to see that some of the problem may be attributed to them.

 

[Rook]

I don't know who snap it was, and I don't think we will ever know.
My feeling, based on 'issues' I have had with IPSF is they wanted to hear him out, but his initial emails about the problem were angry, heated, threating and acqusitory with lots of language about contractual obligations, law and blame. Combine this with FedEx reporting that Rook refused delivery, and it becomes easy to understand their hesitation.

Often I see customers fly off the handle at online business, but those same customers fail to see that some of the problem may be attributed to them.

Just to make me not seem like the tyrant you made me out to be, without knowing what was said, here is my 1st email to them. As you see I was not angry at this time. I did make a rude comment about FedEx, but the tone was in jest. I will agree, somewhat, to the later statement though.

"Well Fedex Blows. My package did not make it today. I called Fedex and
they informed me that the package is still sitting in Oakland California.
Fedex shipping number was #{edited out}.

Thus, I am going to have to have you reship the package for next Saturday, Feburary 15th, 2003. Same exact order. Also, you will need to contact Fedex for reimbursement of the loss of the package. I told them that it was live goods that would probably not survive through the weekend, and they are going to try to redirect the shipment from Oakland back to you, unless you have another option or plan of what to do with it."

It was not until they denied my relief that I was confrontational. But, the discussion never got to the degree some of you think. It was somewhat heated, but there was no name calling. And, I don't recall anyone's mothers being mentioned :wink:

I have just emailed IPSF to rescedule the order. I have the upmost confidence I will receive it next week, and I am sure I will be happy with it.

I personally feel this thread has been argued well enough, and my story has been told. I believe I have been fair and honest in informing the public, specifically since I have updated the positive. Hopefully this situation does not happen again with IPSF, or FedEx for that matter.