Live Aquaria Order...OH NO!

[cyberpanther]

AND LET ME STRESS THAT OF ALL MY CORALS...THIS IS THE ONLY ONE WITH ANY SIGNS AT ALL OF STRESS OR DEATH.

 

[Anonymous]

The only thing I could see that you could of done better would be to have taken pictures of the mess that was there as you opened the package. I know hindsite is 20/20 but it seems that detailed pictures showing exactly what was wrong with their packing job would go a long way towards proving to them that they infact messed up.

Good luck man, I would be frustrated to death by now

 

[Anonymous]

That sucks. But you know what? I'm guessing once that coral is completely gone they will refund it. You may try fragging all the tips past the damaged parts to save it. But they can't refund it until the thing is dead, not just your prediction that it will die. And didn't you say they refunded your wrasse?

As far as the fish they didn't send, that is very common from any MO online retailer. Just because the website shows it doesn't mean they necessarily have it at that moment.

Sounds like they screwed up your order big time, but it also sounds to me like they're working to fix it as best as they can.

 

[cyberpanther]

Hi Matt AND knucklehead. I do wish I would have taken pictures of the coral when it arrived, and kick myself for not doing that. Matt, the fish they sent me was a juvenile Carpenter's Flasher Wrasse (Paracheilinus carpenteri) and I ordered a Filamented Flasher Wrasse (Paracheilinus filamentosus). They requested pictures of the fish, which I sent, and they too agreed it was indeed a Carpenter's Flasher Wrasse and not the Filamented Flasher Wrasse I had ordered. They agreed to either refund my credit card or send the correct fish, a few emails ago, and I thanked them and told them to just send the fish (thinking this was finally starting to get handled, which I stated in Update # 2 where I stated I thought, at the time, they were starting to handle this better). At that time I was under the impression the fish was in stock since they emailed me back asking when I would be home to receive it, but I never received another email regarding the fish after that, no phone call, no tracking #, and no fish. Perhaps it wasn't in stock after all, but if it wasn't then why didn't someone contact me to let me know that even though they asked when I would be home to receive the correct fish, it was not in stock?

In regards to the wrasse and everything else... let me stress NOTHING WAS EVER REFUNDED AT ALL OR SENT

I wish they were trying to handle this, but they have yet to do ANYTHING AT ALL except delay, and dance around sending any correct items, replacements, missing item, etc. And I do mean they have done nothing not even a credit card refund if they decided not to send the fish...I mean nothing despite their claims of intent to send the fish on the date of my choosing which was asap.

In fact, in my last email to them I alerted them to this thread on this forum, and asked them to feel free to join the thread. I further explained that both good and bad were posted and not just one (I also made sure it was known that both sides would be shared and posted here as well and per my Update # 2, where I also stated positive notes about Live Aquaria as well. Unfortunately those things I complimented them for have still yet to be fulfilled).

I am glad to hear both sides as that is what this thread is indeed for...to help fellow reefs.org members decide if Live Aquaria is a possible livestock supplier that will fulfill their marine needs according to the qualities that are sought by each individual customer or reefs.org member.

I understand that each person has different qualities they seek in a livestock provider. By posting this thread I hope that anyone searching (as almost all of us have at some point) for information regarding a company, any company, can help narrow down their search by reading as much information, about as many livestock suppliers as possible. I hope to extend the library of information provided on reefs.org by starting this thread in hopes of hearing how mistakes, deaths, and the like are handled via Live Aquaria, as well as, www.reefermadness.us , www.premiumaquatics.com , and www.drmaccorals.com . As stated in my previous reply to this post I have ordered from numerous other online suppliers and have luck with many and unlucky with very few (www.worldwidepetsupply.com , used them about 5-6 years ago and wow what a mistake for me). I have fortunately not had any issues with the health or policies of www.reefermadness.us, premium aquatics, and dr. mac, and as per my previous reply highly recommend them.


The qualities that I have personally seem from Live Aquaria would not be qualities that I, personally, would seek when looking for a livestock provider, but that's just me. There has indeed been at least one post in this thread of someone stating they haven't had any problems with Live Aquaria. The qualities I personally have seen have shown a consistent pattern of poor business policies as mentioned herein.

Let me stress that this is not one bad dealing with Live Aquaria. As per my first post this is the second negative dealing I have had with them after a long gap between orders. The reasoning for ordering after the several year gap was mentioned in the first post. To me personally, I feel that this may show a beginning of a pattern of bad business practices and policies, and therefore, I, personally would avoid a company with such practices...but that's just me.

So what do I seek for in a company? Just look at reefermadness...that's what I expect, or even in the general area. I don't mean the website or the corals, I mean they are just GREAT in every way (customer service, great replacement policy which I have never needed, healthy items, and THEY DO NOT SEND DYING CORALS like I had received from Live Aquaria, and yes the corals are nice too). There are numerous other suppliers out there that choose to TRULY stand behind their policies and DO NOT BELIEVE, OR DO NOT APPEAR TO BELIEVE CUSTOMER SERVICE ENDS AFTER THE MONEY IS RECEIVED. It appears to me that Live Aquaria, at the very least, thinks that customer service is something that happens only before the item is sent and not after it is received (again in my opinion, feel free to make your own).


Matt, I thank you for your reply and do indeed appreciate it, but was wondering if you could explain how you feel they are handling this well now. Nothing has been done yet so I am just a little confused. Also this may allow for another side to be viewed as well.

COME ON LIVE AQUARIA AND FEEL FREE TO JOIN THE THREAD...ALL SIDES OF THIS ISSUE ARE WELCOME

 

[Anonymous]

I was under the impression that they had refunded your wrasse, and had sent you the flasher. If that was the case, lucky you. You would have a free carpenter's. But I misread your post.

All I can say is that I have a good feeling they will compensate whatever losses you might have. All my dealings with them have been great so far, and in similar circumstances to yours they exceeded my expectations.

But the one thing I don't feel you have a legitimate gripe about is the availability issue. If they don't have a flasher (or the other fish you ordered) then they can't produce one no matter how badly they messed up your order.

Thanks for your insight.

Regards,
Matt

 

[cyberpanther]

Thank you for your input, and I can see your point about the availability issue as well.

 

[Bucktronix]

But the one thing I don't feel you have a legitimate gripe about is the availability issue. If they don't have a flasher (or the other fish you ordered) then they can't produce one no matter how badly they messed up your order.

Thanks for your insight.

Regards,
Matt

yeah but if they don't have the item in stock they should disable the ability to purchase it. this isn't rocket science it's a pretty simple database that they need to keep updated.

 

[cyberpanther]

********Update # 4********



I just received a phone call from a professional and polite Live Aquaria supervisor. She sounded sincerely concerned about the issues mentioned herein, and addressed every single issue extremely well. She appologized for not getting involved earlier and explained she was just made aware of the situation today. She further appologized for how the order has been handled and offered to send the missing fish and the Filamented Flasher Wrasse as soon as they arrive. She then inquired about the coral's health and I explained in detail the coral's progression from its unfortunate poor arrival to its current state (pictures were sent in an earlier email). The Live Aquaria supervisor then went on to offer a replacement coral Diver's Den coral OR a credit for different livestock or corals. I chose to try another coral form their Diver's Den which happened to be about $30 more. I offered to pay the difference, but she insisted that they would be more than happy to send the more expensive coral for NO ADDITIONAL CHARGE!! I definitely have to say that this story does seem to have a happy ending do in part to a professional, caring Live Aquaria supervisor. THANK YOU, YOU TRULY MADE ALL THE DIFFERENCE!!

 

[Mihai]

Honestly, this is what I expect from LA. I always *heard* that they're good! You should frag the dying coral asap, maybe you can save some of it.

M.

 

[Anonymous]

Case Closed :wink:

 

[Bucktronix]

Case Closed :wink:

is it? lets see how they ship the replacments.

 

[Anonymous]

Good to hear, cp.

 

[Anonymous]

But the one thing I don't feel you have a legitimate gripe about is the availability issue. If they don't have a flasher (or the other fish you ordered) then they can't produce one no matter how badly they messed up your order.

Thanks for your insight.

Regards,
Matt

yeah but if they don't have the item in stock they should disable the ability to purchase it. this isn't rocket science it's a pretty simple database that they need to keep updated.

That's an incredible oversimplification of how the process works. First of all, they don't get exactly what they order from THEIR supplier. Then, fish and animals die. I'm guessing they have an enormous inventory. So if Johnnie fish tank cleaner finds a dead flasher wrasse, he would have to yell up at Johnnie webmaster to alter the page. There operation is simply too big to do this sort of thing every time someone orders a fish or a fish dies. I'm under the impression their online and phone order staff is in a different building, if not time zone, from their actual livestock at any rate. The best you can hope for is a daily update of the web page, which is what they do.

I've ordered quite a few things from them the very day they got posted only to not receive them. Why? Some lucky guy ordered them before me but they didn't have time to change the web page.

 

[lobo42a]

I have orderd a lot of live stock from them and have had good luck but I always call first to see if they have it.The price of the call is worth it

 

[reefdood]

I'd be p___ed. :evil: If I spend that much on an acro I expect it to be 100% alive and not 1/2 dead.

 

[Bucktronix]

But the one thing I don't feel you have a legitimate gripe about is the availability issue. If they don't have a flasher (or the other fish you ordered) then they can't produce one no matter how badly they messed up your order.

Thanks for your insight.

Regards,
Matt

yeah but if they don't have the item in stock they should disable the ability to purchase it. this isn't rocket science it's a pretty simple database that they need to keep updated.

That's an incredible oversimplification of how the process works. First of all, they don't get exactly what they order from THEIR supplier. Then, fish and animals die. I'm guessing they have an enormous inventory. So if Johnnie fish tank cleaner finds a dead flasher wrasse, he would have to yell up at Johnnie webmaster to alter the page. There operation is simply too big to do this sort of thing every time someone orders a fish or a fish dies. I'm under the impression their online and phone order staff is in a different building, if not time zone, from their actual livestock at any rate. The best you can hope for is a daily update of the web page, which is what they do.

I've ordered quite a few things from them the very day they got posted only to not receive them. Why? Some lucky guy ordered them before me but they didn't have time to change the web page.

actually it's a pretty easy process these days. they probably have 75% of the system already in place. i used to build these tools for a living, the days of a dork that throws witchcraft at the webserver to get it updated are long gone. the shipments are entered into the database as they come in (this is probably already done for the accounting system to work properly) and flag for availability is removed automatically when they sell the last one or the website gives a warning that there is limited availability. the only thing to do manually is enter the dead livestock, that can be as easy as building a interface screen that the floor people can enter into a pda as it happens. when companies get to a certain size and work at such a volume these tools become almost necessary.

 

[Anonymous]

Fish disappear. LiveAquaria might have a tank full of 50 flasher wrasses. They probably have another tank with 100 domino damsels, and another tank with 50 picasso triggers. Dead fish get sucked up overflows, nibbled at by other fish, etc. The guys maintaining the fish room don't have time to attempt to count every single darting flasher wrasse in a tank full of them and cross check it with how many they've sold, and how many they've gotten in. If we're talking amazon.com and a nice shelf of books I agree with you, but live fish are a different story. I don't know how long a PDA would last in a fish room either :?

The system you would have them do is what they already do for the Diver's Den--corals and clams and a couple $1000 fish. The corals and clams aren't going anywhere, and you can be sure those two or three fish have their own little cubicle where they're easy to count.

 

[Bucktronix]

i should also add the reason places like Live Aquaria don't have systems like this implemented has nothing to do with complexity, cost or training rather it has more to do with charging your credit card then sending you an email telling you they will ship it once they get one in stock. it's annoying because they know if they tell you they don't have one in stock you will look elsewhere. it's more annoying that they make it difficult to then cancel your order once you find out or try offering your a credit so they can keep your money.

 

[Anonymous]

See my post above. Also, visit any fish wholesaler any day of the year and take a look at their stock lists. They'll have stuff in stock that's not on the list, and not have stuff that is on the list.

 

[cyberpanther]

ONE LAST AND FINAL UPDATE:

I have to give Live Aquaria credit where it is indeed due. They not only sent the 2 fish, and a replacement coral, but they threw in another beautiful coral for free. They ended up handling this like a true top notch company, and I truly appreciate it, thank you Live Aquaria.