Well after ordering from numerous online merchants over several years (as many of us reefers have) I had decided to try Live Aquaria once again. I had ordered off Live Aquaria about a year and a half to two years ago, and wasn't too happy with the delivery of the items or the over-all health of the fish and corals. However, after hearing several good reviews lately on a couple forums regarding Live Aquaria I decided to give them another shot, and placed an order this past Friday the 25th. I received the package on time, today, however, upon opening the box I found water everywhere. I searched for the leak and found it was from the Diver's Den Acropora I had purchased. There was a very obvious hole, not a tear, and approximately 90% of the water had escaped leaving the majority of the coral exposed for an indetermined amount of time while in transit. The peices of the coral that were smashed from improper packaging of the coral were still in the water though. After removing the coral and slowly acclimating it to my tank for approximately 3 hours there is obvious damage to the coral as about 10% of the coral's skin (or whatever it is called) is coming off (not just sliming). I wish the story ended there but it doesn't. After looking through the rest of the bags I noticed there was still one fish missing. And it unfortunately gets worse. I had ordered 2 fish, one didn't arrive, and the other fish was not even the correct fish!! In all I ordered 1 Diver's Den Coral, 2 Fish, 12 snails. What did I receive? 1 damaged $130 coral (that may or may not make it), 1 fish (but it is the WRONG fish, and one fish was not sent at all), and 12 snails. So out of the 4 items they were able to get one correct. I have contacted them regarding this, and am awaiting a response. I hope they will take care of this, either way I am not too impressed. I think I will stick to www.reefermadness.us , www.premiumaquatics.com , and www.drmaccorals.com for all my future purchases. To bad Live Aquaria you could have had a long term customer. :roll:
Live Aquaria Order...OH NO!
- Thread starter cyberpanther
- Start date
Sometimes they don't send a fish if it's not in stock. If may show on the site but not actually be available when your order gets packed up. They will send it to you free shipping if it comes in in the next two weeks.
What fish did they send incorrectly?
Sounds like you got jacked on the rest of the order. Sorry to hear that
What fish did they send incorrectly?
Sounds like you got jacked on the rest of the order. Sorry to hear that
The fish that they sent me was a juvenile Carpenter's Flasher Wrasse, however, I had ordered a Filamented Flasher Wrasse. I really wanted the Filamented Flasher Wrasse, but guess I am probably stuck with the juvenile Carpenter's Flasher Wrasse. The coral doesn't look too healthy, but who knows I have been able to nurse some pretty sick looking corals back to life so we will see. As soon as, I hear back from them I'll update the thread as well. Thanks for the info on the 2 week thing, I didn't know that (and I would guess that is probably the case regarding that fish). Thanks agon.
************Update************
Live Aquaria responded to my email today stating that the one fish was indeed on backorder and would HOPEFULLY ship within 2 weeks, but if not then the money would be refunded for the fish. Furthermore, they stated that the Carpenter's Flasher Wrasse that was sent instead of the Filamented Flasher Wrasse would need to be photgraphed, and I quote, "IN DETAIL" before they can say what may "POSSIBLY" be done. Nothing was stated AT ALL about the coral. So basically it sounds like Live Aquaria doesn't want to deal with their own mistakes especially when avoiding one of the largest issues all together, the $129.99 Diver's Deb Acro that arrived DRY. I have to say in my opinion this is the WORST company around! Stick with www.reefermadness.us (have ordered from them 3 times in the last week), www.drmaccorals.com, and www.premiumaquatics.com for all your online purchases, as Live Aquaria is a joke. I do not tend to let this drop either and will be contacting them to further push this issue since I only received the snails correctly out of the whole order of 1, $130 coral, 2 fish, and 12 snails. Live Aquaria what are you thinking??
Live Aquaria responded to my email today stating that the one fish was indeed on backorder and would HOPEFULLY ship within 2 weeks, but if not then the money would be refunded for the fish. Furthermore, they stated that the Carpenter's Flasher Wrasse that was sent instead of the Filamented Flasher Wrasse would need to be photgraphed, and I quote, "IN DETAIL" before they can say what may "POSSIBLY" be done. Nothing was stated AT ALL about the coral. So basically it sounds like Live Aquaria doesn't want to deal with their own mistakes especially when avoiding one of the largest issues all together, the $129.99 Diver's Deb Acro that arrived DRY. I have to say in my opinion this is the WORST company around! Stick with www.reefermadness.us (have ordered from them 3 times in the last week), www.drmaccorals.com, and www.premiumaquatics.com for all your online purchases, as Live Aquaria is a joke. I do not tend to let this drop either and will be contacting them to further push this issue since I only received the snails correctly out of the whole order of 1, $130 coral, 2 fish, and 12 snails. Live Aquaria what are you thinking??
I'd be happy if I got a Carpenter's flasher wrasse on accident 8O
Sorry to hear about your experience. Every time I've ordered from them things have been A-OK. Once FedEx couldn't find my address and claimed I wasn't home (hehe, I NEVER leave the house when fish are coming MO). It took 2 days for a flame angel and urchin clingfish to get to me. Both were alive, but the clingfish died 2 days later. They still refunded it.
Just my 2 cents.
Sorry to hear about your experience. Every time I've ordered from them things have been A-OK. Once FedEx couldn't find my address and claimed I wasn't home (hehe, I NEVER leave the house when fish are coming MO). It took 2 days for a flame angel and urchin clingfish to get to me. Both were alive, but the clingfish died 2 days later. They still refunded it.
Just my 2 cents.
Thanks for the replies. Maybe its an isolated incident, but considering that I have ordered from them twice with a couple year gap inbetween the purchases, and both had severe issues, I personally will not order from them again. I have emailed them 2 pictures of the fish to help them decide if they will even do anything at all about their mistake. I also addressed the coral issue again since it is steadily losing more and more fleshy tissue exposing the bare, white underneath, whereas, the reefermadness corals (which are colonies) appear to be doing quite well with NO signs of stress at all. Once they respond I will update the thread again. After all if they do decide to fix it they deserve to get credit for it, but I stress IF THEY FIX IT. From the email it doesn't sound to promising, but then again who knows.
I am trying my best not to dispute the charges before giving them every chance to take care of it. If they end up saying I am stuck with the dying (soon to be dead) coral, the wrong fish, and the missing fish (snails were the only think that didn't have a problem) then at that time I believe I will have no other choice then to dispute the charges. I included a picture of the left side of my 75 gallon reef. The coral from Live Aquaria is the smaller, blue-tip coral on the top left. I also put a picture of the coral by itself too. You can see a few white spots near the base of the coral in the picture, but the majority of the missing flesh is from the upper half of the side of the coral facing the back of the tank. The other corals on this side of the tank are from reefermadness and salty critter and as you can see are doing really well. The only problems are with Live Aquaria's items and no one else's.
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Hi, I appreciate the response, but unfortunately, as stated previously, Live Aquaria never even mentioned the coral's health in their response back nor did they request a picture of it. Live Aquaria asked for a picture of the fish to help ID it. The coral photo was just for reference here, and as stated in my previous post was, as you pointed out, not the best picture(the picture was for reference so people could understand what I am speaking of). Therefore, I have included a more detailed picture to show the skin etoliation that is a result of the coral being received nearly dry.
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*******Update #2********
I thought it only to be fare to our fellow reefs.org members, as well as, Live Aquaria to keep this thread updated as things progress regardless of direction, good or bad. Live Aquaria has responded and did indeed state that a Carpenter's Wrasse was sent instead of the Filamented Flasher Wrasse (I order the Filamented but received the Carpenter's), and they offered to either send the correct one or credit my card (I am happy with this). They also inquired about the coral this time, and asked for pictures of it as well. I have now sent the same pictures as posted earlier in this thread, and will await their response. To be fare, I do think Live Aquaria has begun to handle this much better, and deserves credit for that. But keep in mind there are still open issues including the dying coral, and the second fish which was out of stock (this has been addressed but not completed yet, as I was told it would be sent or credited back if not in stock within 2 weeks). It does appear that they are willing to handle at least part of the problem thus far, but since no credits or live stock has yet to be sent or credited, I must reiterate it appears that they are handling it, but since nothing has actually been completed and the coral issue still remains it is still very much an open issue.
I thought it only to be fare to our fellow reefs.org members, as well as, Live Aquaria to keep this thread updated as things progress regardless of direction, good or bad. Live Aquaria has responded and did indeed state that a Carpenter's Wrasse was sent instead of the Filamented Flasher Wrasse (I order the Filamented but received the Carpenter's), and they offered to either send the correct one or credit my card (I am happy with this). They also inquired about the coral this time, and asked for pictures of it as well. I have now sent the same pictures as posted earlier in this thread, and will await their response. To be fare, I do think Live Aquaria has begun to handle this much better, and deserves credit for that. But keep in mind there are still open issues including the dying coral, and the second fish which was out of stock (this has been addressed but not completed yet, as I was told it would be sent or credited back if not in stock within 2 weeks). It does appear that they are willing to handle at least part of the problem thus far, but since no credits or live stock has yet to be sent or credited, I must reiterate it appears that they are handling it, but since nothing has actually been completed and the coral issue still remains it is still very much an open issue.
********Update #3********
As stated previously I am updating this thread, whether good or bad, as the Live Aquria issue progresses. Unfortunately Live Aquaria has emailed me back again this time concerning the coral. The admit the coral is dying, but refuse to do anything unless the coral completely dies. I would like to quote from the email sent to me via Live Aquaria customer service,"We would like to thank you for sending us the picture of the coral you received. It does appear that there is still some life and color left in this coral, and we are extending the warranty for a period of two weeks. l". So I guess that means that sending a dead or dying coral when I ordered a live, healthy coral is considered just fine with Live Aquaria then?? I explained to Live Aquaria that whatever infected or caused the death or is causing the death of the coral started from the moment I opened the corals bag that it was shipped to me in, prior to it being placed into my tank. I further provided them with additional pictures of the coral's continued downhill road to death, as well as, explaining that if this coral is afflicted with RTN and its flesh were to tear off and touch another coral that coral may get RTN as well, therefore killing another coral or corals. This could very well kill all my corals if I leave the coral in my tank in hopes of getting the money back for the coral in 2 weeks. Then again I HIGHLY DOUBT Live Aquria would even refund the money for the coral seeing that this is the first real response they have sent regarding the coral even though there were 7 emails addressing the coral and fish together.
So in conclusion do I personally feel that this is a good online livestock supplier?
NO!! I believe a livestock supplier should be defined by not only the corals health upon arrival, but the care and attention they show their customers after the purchase, especially when something happens that is obviously that companies fault (such as sending me 1 wrong fish, 1 dying coral, and 1 fish was NOT sent at all). Now that does not mean if a coral arrives in bad shape that supplier is bad...in fact not at all. If they would have sent me everything just like they did...wrong, but immediately appologize, and took corrective measures to appease me, the customer, I would have NOT had such an issue here. It is the FACT that they are dancing around the issue that is upsetting and just WRONG.
Should other reefs.org members order from Live Aquria?
This is a question for you to answer. I am just here to provide the facts from one independent customer, whether good or bad. It just so happens that I personally feel that a company should stand behind the product, whatever it may be. If other reefs.org members feel that a company who sends wrong items and dead / dying items and does nothing in over a week plus to fix said problems is acceptable or a sought after quality, than maybe Live Aquaria is just the company for you. I personally feel that there are much better suppliers out there with healthier product that stand behind their livestock such as www.reefermadness.us , www.premiumaquatics.com, and www.drmaccorals.com . Thank you, Reefer, Premium, and Dr. Mac for showing us how a company should be!
I have since sent a response to Live Aquaria yet again in one last attempt to rectify this horrible situation. If they do not handle it, I guess it will be a lesson learned, and my credit card will be contacted to dispute the charges (something as stated previously I have been trying to avoid, hence all my emails and phone calls to them trying to take care of this instead of just contacting my card)
WHAT A MESS!
As stated previously I am updating this thread, whether good or bad, as the Live Aquria issue progresses. Unfortunately Live Aquaria has emailed me back again this time concerning the coral. The admit the coral is dying, but refuse to do anything unless the coral completely dies. I would like to quote from the email sent to me via Live Aquaria customer service,"We would like to thank you for sending us the picture of the coral you received. It does appear that there is still some life and color left in this coral, and we are extending the warranty for a period of two weeks. l". So I guess that means that sending a dead or dying coral when I ordered a live, healthy coral is considered just fine with Live Aquaria then?? I explained to Live Aquaria that whatever infected or caused the death or is causing the death of the coral started from the moment I opened the corals bag that it was shipped to me in, prior to it being placed into my tank. I further provided them with additional pictures of the coral's continued downhill road to death, as well as, explaining that if this coral is afflicted with RTN and its flesh were to tear off and touch another coral that coral may get RTN as well, therefore killing another coral or corals. This could very well kill all my corals if I leave the coral in my tank in hopes of getting the money back for the coral in 2 weeks. Then again I HIGHLY DOUBT Live Aquria would even refund the money for the coral seeing that this is the first real response they have sent regarding the coral even though there were 7 emails addressing the coral and fish together.
So in conclusion do I personally feel that this is a good online livestock supplier?
NO!! I believe a livestock supplier should be defined by not only the corals health upon arrival, but the care and attention they show their customers after the purchase, especially when something happens that is obviously that companies fault (such as sending me 1 wrong fish, 1 dying coral, and 1 fish was NOT sent at all). Now that does not mean if a coral arrives in bad shape that supplier is bad...in fact not at all. If they would have sent me everything just like they did...wrong, but immediately appologize, and took corrective measures to appease me, the customer, I would have NOT had such an issue here. It is the FACT that they are dancing around the issue that is upsetting and just WRONG.
Should other reefs.org members order from Live Aquria?
This is a question for you to answer. I am just here to provide the facts from one independent customer, whether good or bad. It just so happens that I personally feel that a company should stand behind the product, whatever it may be. If other reefs.org members feel that a company who sends wrong items and dead / dying items and does nothing in over a week plus to fix said problems is acceptable or a sought after quality, than maybe Live Aquaria is just the company for you. I personally feel that there are much better suppliers out there with healthier product that stand behind their livestock such as www.reefermadness.us , www.premiumaquatics.com, and www.drmaccorals.com . Thank you, Reefer, Premium, and Dr. Mac for showing us how a company should be!
I have since sent a response to Live Aquaria yet again in one last attempt to rectify this horrible situation. If they do not handle it, I guess it will be a lesson learned, and my credit card will be contacted to dispute the charges (something as stated previously I have been trying to avoid, hence all my emails and phone calls to them trying to take care of this instead of just contacting my card)
WHAT A MESS!
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