(Please read this all the way through prior to making a decision about it. Although IPSF has given me some problems regarding a lost shippment, they are now agreeing to work with me to reship the package. This was a very special order and circumstance. Keep this in mind before forming your own oppinion about IPSF.)
This company has the worst customer service I have encountered. They obviously do not care about their customer’s satisfaction.
I attempted to purchase a 9 for $99 detritivore inoculation kit from IPSF, and even though I never received the shipment (due to a FedEx mistake) IPSF refuses to refund my money.
After talking to IPSF a few time via email to clarify some question I had, I finally placed an order (via email and credit card on an answering machine) on Tuesday, February 4, 2003. In that order request I add very specific order instructions.
“PLEASE NOTE THAT THIS MUST BE DELIVERED ON FEBRUARY 8TH 2003. DELIVERIES AT
A TIME OTHER THAN THIS DATE WILL NOT BE ACCEPTED AS I WILL NOT BE AROUND TO
RECEIVE IT AND ACCLIMATE THE ANIMALS PROPERLY”
“I need the items delivered to me on Saturday, Feburary 4th, 2003. THIS IS A MUST. I will not be available to accept the delivery at any other time. Therefore, if this cannot be meet please inform me and I will need to reschedule this.”
Saturday delivery requires an additional $10 premium shipping charge.
On Wednesday, February 5th, 2003, Gerald Heslinga from IPSF responded back to my request stating:
“Thanks Jeremy - we'll arrange for Sat delivery as requested - shipping
details and invoice will be e-mailed out tonight.”
I want to specifically note the language “we’ll arrange for Sat delivery as requested.”
On Thursday, February 6th, 2003, Gerald again emailed me and confirmed that the shipment was sent out that day, and later sent me the FedEx Tracking number.
Well Saturday, February 8th came and my package was supposed to be delivered. But, noon came and passed with not delivery. I promptly called FedEx to inquire about the shipment. They informed me that they made a mistake and the package was still in Oakland California. I informed them that the package contained live animals and was likely to die prior to finally ending up in Michigan. The representative then said she would contact the seller (IPSF) and arrange for a claim to be made against the lost package. She also instructed that I contact the shipper (IPSF) and inform them that the FedEx messed up the shipment and therefore either a new shipment or a credit of my account would need to be made.
Still on Saturday and shortly after speaking with FedEx, I email IPSF and informed them of the problem. To my dismay, this is the response I received from IPSF.
“Thank you for the note re: the status of your shipment. Sorry to hear of the delay, which evidently was related to a mechanical problem at the Fedex Oakland station. Our Live Arrival Guarantee requires that late boxes be accepted when delivered. In your case many of the invertebrates will still be viable (today) Monday. If the box is not accepted when delivered, Fedex will ship the box back to us at our expense. As noted on our website, this voids our Guarantee because it compounds our expense while dooming the organisms to certain death on the return leg to Hawaii. Also, unless the box is accepted when delivered and an earnest attempt made to acclimate the organisms, there is no factual basis for a DOA claim by the customer because the organisms were not at any time seen by the customer.”
So despite the fact that they recognized that FedEx made the mistake, and the fact that I expressly required Saturday shipment, they were not going to refund my money. But, I decided to call FedEx to see if the package would be delivered on Monday. They told me no, I could not get the package because it contained live animals that were expected to be dead, and the package was being sent back to the shipper.
I again informed IPSF of this situation and told them that I should not bear the price of a mistake by FedEx, particularly when FedEx openly admits responsibility. They again denied my relief.
Obviously IPSF does not care about its customers or their satisfaction. I have contacted my credit card company and they agree with me. They are starting a charge back against IPSF. I am also filing a complaint with the Michigan and U.S. Attorney General’s offices.
While I cannot comment on the product that IPSF sells (since I never had the chance to see it) I can strongly advise to not purchase from them. Even if they do have a good product, it is a roll of the dice on whether you will get the product. If you do not, I hope they don’t treat you the way they are treating me.
Despite the fact that IPSF will surely file a claim and be refunded by FedEx (who admits responsibility) they are still charging me. Thus, they are being paid twice for one product. I think this companies morals and service are disgusting and we as consumers need to let them know that we will not tolerate it.
If anyone else has had poor experiences with IPSF please write it here and let everyone know.
Sorry for the length.
Rook
This company has the worst customer service I have encountered. They obviously do not care about their customer’s satisfaction.
I attempted to purchase a 9 for $99 detritivore inoculation kit from IPSF, and even though I never received the shipment (due to a FedEx mistake) IPSF refuses to refund my money.
After talking to IPSF a few time via email to clarify some question I had, I finally placed an order (via email and credit card on an answering machine) on Tuesday, February 4, 2003. In that order request I add very specific order instructions.
“PLEASE NOTE THAT THIS MUST BE DELIVERED ON FEBRUARY 8TH 2003. DELIVERIES AT
A TIME OTHER THAN THIS DATE WILL NOT BE ACCEPTED AS I WILL NOT BE AROUND TO
RECEIVE IT AND ACCLIMATE THE ANIMALS PROPERLY”
“I need the items delivered to me on Saturday, Feburary 4th, 2003. THIS IS A MUST. I will not be available to accept the delivery at any other time. Therefore, if this cannot be meet please inform me and I will need to reschedule this.”
Saturday delivery requires an additional $10 premium shipping charge.
On Wednesday, February 5th, 2003, Gerald Heslinga from IPSF responded back to my request stating:
“Thanks Jeremy - we'll arrange for Sat delivery as requested - shipping
details and invoice will be e-mailed out tonight.”
I want to specifically note the language “we’ll arrange for Sat delivery as requested.”
On Thursday, February 6th, 2003, Gerald again emailed me and confirmed that the shipment was sent out that day, and later sent me the FedEx Tracking number.
Well Saturday, February 8th came and my package was supposed to be delivered. But, noon came and passed with not delivery. I promptly called FedEx to inquire about the shipment. They informed me that they made a mistake and the package was still in Oakland California. I informed them that the package contained live animals and was likely to die prior to finally ending up in Michigan. The representative then said she would contact the seller (IPSF) and arrange for a claim to be made against the lost package. She also instructed that I contact the shipper (IPSF) and inform them that the FedEx messed up the shipment and therefore either a new shipment or a credit of my account would need to be made.
Still on Saturday and shortly after speaking with FedEx, I email IPSF and informed them of the problem. To my dismay, this is the response I received from IPSF.
“Thank you for the note re: the status of your shipment. Sorry to hear of the delay, which evidently was related to a mechanical problem at the Fedex Oakland station. Our Live Arrival Guarantee requires that late boxes be accepted when delivered. In your case many of the invertebrates will still be viable (today) Monday. If the box is not accepted when delivered, Fedex will ship the box back to us at our expense. As noted on our website, this voids our Guarantee because it compounds our expense while dooming the organisms to certain death on the return leg to Hawaii. Also, unless the box is accepted when delivered and an earnest attempt made to acclimate the organisms, there is no factual basis for a DOA claim by the customer because the organisms were not at any time seen by the customer.”
So despite the fact that they recognized that FedEx made the mistake, and the fact that I expressly required Saturday shipment, they were not going to refund my money. But, I decided to call FedEx to see if the package would be delivered on Monday. They told me no, I could not get the package because it contained live animals that were expected to be dead, and the package was being sent back to the shipper.
I again informed IPSF of this situation and told them that I should not bear the price of a mistake by FedEx, particularly when FedEx openly admits responsibility. They again denied my relief.
Obviously IPSF does not care about its customers or their satisfaction. I have contacted my credit card company and they agree with me. They are starting a charge back against IPSF. I am also filing a complaint with the Michigan and U.S. Attorney General’s offices.
While I cannot comment on the product that IPSF sells (since I never had the chance to see it) I can strongly advise to not purchase from them. Even if they do have a good product, it is a roll of the dice on whether you will get the product. If you do not, I hope they don’t treat you the way they are treating me.
Despite the fact that IPSF will surely file a claim and be refunded by FedEx (who admits responsibility) they are still charging me. Thus, they are being paid twice for one product. I think this companies morals and service are disgusting and we as consumers need to let them know that we will not tolerate it.
If anyone else has had poor experiences with IPSF please write it here and let everyone know.
Sorry for the length.
Rook
