Feedback on IPSF.

[Anonymous]

So you knew the package was going back to IPSF, even though you also knew this was directly against their policy.

Yes, your email to them was not draconian, however, it was telling them what they had to do, regardless of what their policies were. I have always found it more better to be more humble and ask them how they would like to handle the situation.

Anyway, I am glad you changed the title of the thread and that you have posted the positive follow ups.

 

[ENS]

Even if he refused to accept a late shipment, he should still be entitled to a full refund b/c he purchased the product under the terms and express statement to IPSF that he could ONLY ACCEPT THE PACKAGE ON SATURDAY.

IPSF's position appears to be that the only way a refund would be given is if he misses work to accept a late package, even though they KNEW in advance that a package could only be accepted on a Saturday. Therefore, even if the package had not been returned by Fed-Ex, and delivery was attempted on Monday, there would have been no one there to accept it and it would have been even more likely that the animals would be dead by the time they arrived back in Hawaii. There was no responsibility to accept a package on any day other than Saturday based upon the express statement in the order, which under the law of contract is binding since IPSF acted under the order. It is clear that IPSF is wrong in this situation - they took the risk in agreeing to a Saturday only delivery. Regardless, Fed-Ex was willing to fully compensate IPSF for Fed-Ex's mistake, therefore, IPSF should have been very quick and willing to re-send new animals on the following Saturday and seek reimbursement from Fed-Ex.

Just my .02. This is why you only purchase things with a credit card so that you have some power and recourse against the seller by contesting the charges -- as in this case.

 

[Anonymous]

Good points ENS.

We could also discuss which part of the contract is more binding than the other - Saturday only vs. Guarantee policy.

IPSF is working to make this right.

FWIW, I have had shipments screwed up from FedEx before and they have been helpful to either leave the late shipment w/o signature, or re route it to where someone will be who can sign for it.

 

[Anonymous]

I began using an IPSF product called Coral Heaven to feed my small Xenia operation. It took a while to "dial" in the system but finally I was getting good growth and not overfeeding. I ordered more Coral Heaven and no problems. I also ordered two different detritivore kits...no problem. I am getting ready to go to Montana Fishing for 3 weeks and I need more Coral Heaven. I order, it doesn't arrive. I call, leave a message, get no answer. I E-mail and get no response. I E-mail 3 times and get no response. I have 2 weeks to find another coral food and "dial" it in. Then hope it works before I go fishing. Of course when I got back my grow-out was a patch of algae. Just an E-mail message saying they either would not or could not fill the order, and I would have had a much better chance of doing something else. But no, and they never did ship my order or ever respond to my questions.
That's good customer service? Rook is just one of many who have problems with IPSF. I have been watching the threads on several boards since my problem. They continue to ignore their customers. I don't expect them to be in business long unless they improve. I certainly hope not.

 

[Brad Gardner]

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.

You are belly acking...are you going to change your titles in both your threads on Reef Central???

 

[endomorphious]

first of all its belly aching ....

How can a business consider themselves to have anykind of prompt customer service with email and phone messages? I personally would be happy to risk IPSF ordering due to the quality of their product...but I would only do it with a credit card, to protect myself from "problems".