Quote:
Originally Posted by fortheloveofcrabs
The store did call me back the next day, just as promised.
They didn’t do much for me, however. They offered me 25% off of the purchase of my next fish from them. That’s not really the issue, now is it?
The fact of the matter is the “less than a week” mortality rate from this retailer is in the 50% rage – yikes. If I buy a $60 fish, I want more than six days out of it. Offering me $15 off another fish, which only has a 50/50 shot of living more than 7 days just isn’t good enough. I realize that most saltwater live stock retailers don’t offer a warranty on their stuff, but having been a retail manager for several years, I know there are always exceptions.
They did offer to help trouble shoot what happened – it could have been my sand bed. It could have been the fact that I added new fish. Fine. The fellow was very nice on the phone, understanding and sympathetic.
I’ve shopped this store for as long as I’ve been into the hobby. I’m a strong believer in customer loyalty, but it is a two way street. I’ve always liked the store and the staff.
The issue here, for me, is that although I’ve shopped with them for six years – they know my face and have my customer file – for the price of one fish, they are willing to write all of that off. They are willing to write off all the future business.
The only other bad experience I had there was when I purchased a flowerpot coral from them (albeit, this was half my fault because I should have done my homework first) but I was assured that it was an easy to care for LPS provided I buy “Reef Roids” and fed regularly. Sadly, just like most people out there, my alveopora did melt away a year later.
They are a little more expensive for some things, but I didn’t mind because I wanted to support local businesses. I had hoped that local business would have supported their customers – I guess I was wrong.
I’m off to find a new retailer - and not happy about it.
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fortheloveofcrabs,
We wanted to address your experience with what we feel may be helpful to you and others in understanding this particular industry.
The two fish you purchased in this 6 month period are very hardy. One likely from Brazil and the other from Hawaii, collecting neglect is unlikely but let's address a stores responsibility.
Any store keeping marine ornamentals should do their best to maintain the health of these animals. Provided these particular fish were healthy in appearance and feeding, it is fairly safe to say those needs were met.
Generally there is no guarantee from an exporter to a wholesaler or retailer other than live arrival. This guarantee would only reflect substantial loss which is rarely the case. Once a retailer has said fish in their care, there is no guarantee to them whatsoever.
Now, to use your case as an example, any compensation they offer you is a direct loss to that particular company. Obviously the bigger picture is keeping a customer happy but how far will a store go to do this? We feel their offer is generous and sympathetic to a situation that could likely have nothing to do with the store itself. This sort of compensation probably comes from your history with that particular operator. Of course we are generalizing here by not knowing all the facts. A Yellow Tang is extremely hardy but as you say, your DSB could be an issue. Possibly the NO2 level which is strange that it is even present or it could be random caused by the stress of it's last few weeks of travels and have nothing to do with you directly. It is impossible to say for sure. Even if there was a physical contributor, where would that blame fall?
Any hobbyist is taking a risk with any live purchase made for any aquarium. Stress is a huge factor and the quality of the particular fish.
As you have said, you have had good experiences with this particular shop as well and the fact that they are offering to compensate you even partially is strictly out of good faith, and likely not out of any sort of sense of wrong doing.
This sort of situation is not easy to deal with from a retailers side because often a customer will interpret the "no guarantee policy" as it must be the customer's fault. The customer is ultimately responsible once the fish is taken from a store. Just as the store is responsible for the fish once it arrives in the store. It is equally as difficult for a customer as yourself who does everything they can to provide a comfortable housing for these fish only to lose one with no obvious reason. No one likes to feel as if they have thrown money away and losing a newly purchased fish is an awful feeling.
We hope you determine the eventual cause to this loss but unfortunately in this hobby sometimes you don't find that answer.
Best if luck in the future,
Big Al's BC