Ordering frags

[cav~firez22]

Care to mention who the order came from? so others are more cautious when ordering from there?

(PM it)

[fencer]

Coral Master is pretty good

[christyf5]

Yep I've been disappointed ordering livestock. My first live order I ever had shipped arrived at about 60F, two of the bags didn't even have water in them and I proceeded to watch 2 of the three corals I had bought melt over the next few days. The third coral lasted another 2 weeks and croaked. There wasn't even any talk of credit/refund/replacement. I never ordered from them again and was nervous about getting livestock shipped ever again. In fact I don't think I had anything shipped for about 5 years after that.

I've also had frags shipped freshly cut, unmounted and rolling around in the bags. Nothing like having your $30+ frags RTN overnight all for the sake of a little piece of rock or some styrofoam

On the flip side, I've also had fantastic experiences with ordering stuff. Smart packaging with lots of heat packs and followups by the company I've ordered from. Its those companies that get my business now and I stay away from the others.

[digital-audiophile]

Were the frags $10 each?

[Leah]

Okay I bite? But no I wish.

[Whatigot]

did the company name start with a frag and end with a lot?

[digital-audiophile]

Originally Posted by Whatigot

did the company name start with a frag and end with a lot?

LOL! I was trying to be a bit more subtle but you made me laugh!

[Leah]

No it did not, but I did hear they were a bad bet as well.

[OceanicCorals-Ian-]

Originally Posted by Whatigot

did the company name start with a frag and end with a lot?

Actually the company starts with Oceanic and ends with Corals! I have no reason to hide from any complaint and is the reason I am responding to this thread! I guess there is a 10% rule when dealing with customers, someone always has to take something and make it negative even though everything was offered to make it a positive. I was absolutelty shocked when i got up this morning and read this post.

As a business I try to do everything in a professional and respectful manner, including making any wrongs or even shipping mishaps right! My arrive alive guarantee is in place for a reason and I stand behind it. I am more than happy to confront ANY complaints publicly as my reputation is important, nobody appreciates inaccurate slander. I very much appreciate every one of my customers, I DO NOT take advantage of anyone!



I have listed out all the communication I could find right from day one in chronological order, I would appreciate feedback as to what more I could have done.


Email number one (1)

Subject: Okay Iam confused

I set up an account and it would not accept payment mode. Could not find the Yuma and it timed out on me
while looking. Another reefer would like to get in on
this order as well. What ever happened to the good
old telephone communication. I realize I am not computor savy, and this is driving me crazy.HELP
How is payment made and when? Can someone else
order along with me?


My reply:

Leah,

I understand your frustration, I did at one point take phone orders but it is far to difficult to track.

Log back in and add your Yuma, if another friend wants in on the order just add more to your cart.

I will try calling you.

Ian
________
Notes: At this point I personally called the customer to help with the process. The conversation was about five minutes or more. Explained how to add the Yuma to the cart.
_________

Second reply next day: Yuma was still not added to cart.

Leah,

Did you figure out how to log in and order the Yuma? I will manually adjust your order and invoice you if you prefer. Let me know!

Ian
__________________

Subject: re order

Ian, that would be great. How do I get back in, I really am stuck.
I am sorry to be so much trouble.
Thank-you, will you send the pay-pal info once you get a price.
leah

My reply:

Subject: Re: re order

Leah,

I received your payment just fine! I am sorry that it was so difficult, hopefully next time this will not be the case. I will package your order up and ship it out Monday of next week. Westjet only goes to Kelowna from Vancouver and I don't ship from Vancouver airport as it is about an hour away. I would think Fedex EXPRESS would work very well for you.

Thanks again,

Ian

Second email on the day of shipping! Note the fact that I clearly mentioned that the Copperband didn't get included, it was healthy enough to ship. since then it has died.

Subject: Re: re order

Leah,

Your package has been shipped and should arrive tomorrow morning via Purolator express, Purolator was actually my best bet for shipping to Penticton. The box is well packaged with insulation and two 40 hour heat packs.

Unfortunately the Copperband wasn't looking very well at the time of packaging so he was not included. Please let me know how you would like me to process your refund for him.

Thanks!

Ian

Notes: I shipped the package Purolator overnight Express, due to customers location I felt this was my best bet, the box was insulated with foam, bubble wrap, newspaper, and two 40 hour heatpacks (small box). The box was listed FRAGILE and had a "this way up" marking on it.I do not list the box as "live goods" when shipped via courier, most couriers don't ship live goods.

I could not find next email from Leah, the email from her stated that she waited all day and the package did not arrive. I responded by saying that I will look into it, I also clearly stated that she needs to remember we have a arrive alive guarantee, should anything not survive I would refund her money 100% including tax. I apologized for the unfortunate delay.

Leah, You are welcome to copy and paste this email I can't find.

Next email from Leah on Wednesday morning,

For starters It arrived this morning. It was ice cold!!!!! I do not think the yuma or the mushroom will recover, I will have to see when I turn the lights on them (thurs). I did not receive a bill with them either ??????? I would like to know exactly what I paid for each item. I am rather disapointed in the order I am sorry, I do not blame puralator entirely. You have the ball in your court at the moment, hoping you will rectify this. I feel like I have been taken advantage of, I am hoping it is a series of mistakes and nothing more.
Leah Brown



My response,

Re: re order (copy of email to you)

Leah,

For starters I never send a bill with the order as it is completely accessible online via our website once an order is placed, this is exactly why I communicated to you that we do not take phone orders. The invoice lists exactly what you ordered and how much it cost you. I copy and pasted your invoice below exactly as it would look like should you log back into your account and click on recent orders section. Out of over one hundred orders this is the first time for this type of complaint.

Second, I do not take advantage of anyone! I actually feel somewhat insulted by such a comment. Your order was exactly as you ordered minus the Copperband, this I also communicated to you before your order shipped. I also added an extra Yuma at no charge as a good will gesture, I often do this as a thanks. I think people forget that when shipping companies don't pull through I lose money on the shipping and all of the costs associated with the livestock not arriving alive.

In closing, I too would be very disappointed in my order if I were you; however, the only issue I see here is the fact that Purolator screwed up and delivered your package a day late! I take absolutely no responsibility for the poor outcome. The packaging was top notch, the heat packs were doubled and of the 40 hour type, and the order was shipped overnight priority. As said in the previous email, I would refund you anything that didn't survive, I made this very clear.

I know leave this in your court as I clearly did in my last correspondence with you, tell me what doesn't make it and I will refund 100% of the value including tax.



The next response was NO RESPONSE! I have now sent two more PM's including a 100% refund including shipping. The response I get from this customer is the initial post in this thread.

1.) Nothing was missing from the order that I did not communicate clearly to the customer (ie: Copperband) I don't ship sick fish.

2.) I offered a complete refund more than once after I was notified what was DOA.

3.) I went above and beyond to help a customer that right from the start had trouble with ordering livestock. An unrequested phone call from me was also included.

4.) As much as I would love to be able to control what happens in transit by the carrier, I just can't! shipping to areas with sub zero temperatures also has its own challenges. Arrive alive will ultimately fall back to no cost to the customer should something happen.


Anything you want to add to this Leah?

[Okguy]

I'm pretty sure I know where you received the shipment from *edit* ok I guess I was wrong. I was disappointed with my most recent order as well. I ordered 4 things. The bags they came in were completely deflated (I'm pretty sure most things need oxygen to live). One died on the second day (1 day past their guarantee). 2 of the items I never ordered but because they were in such bad shape when they arrived, I couldn't tell for sure for about 3 weeks. And the 4th doesn't have as many heads a promised (2 when 5 are promised). What I'm going to do from now on is take a look at the vendor ratings here:

http://www.canreef.com/vbulletin/forumdisplay.php?f=138

Anyone with an unsatisfactory rating above 20% isn't meeting their customers’ needs properly and I will probably stay away to avoid disappointment.


HTH

Kevin