AquaSD

[WhatCouldGoWrong71]

I’m not trying to pile on. I’ve place what I think is my 3rd and for sure last order with them. I have to give them credit though, they are always responsive. Always trying to make it right. And very easy to work with. I just need to shift where I shop though. I’m not one to leave reviews. But, I see how everyone is trying to pile on this company. I’m serious when I say their customer service has been great. For me though, they lack basic execution. I ordered probably a dozen frags on my second order. I’m far from a novice when it comes to ordering coral online. I’ve had great success, but with that comes some death. It’s to be expected. I simply buy from a person/company that stands behind their product. AquaSD has done that. But here is when the “but” comes in. Those 2 dead coral online my last order would be replaced on my next order. I was totally cool with that. I got carried away (again :) ) and ordered about 35 frags. I live in Memphis and they used FedEx. Being Memphis is FedEx, I was happy with their choice, that means I’ll have my stuff by 9am. This is the one good thing about Memphis. Well, there are many. The box arrived late in the PM, which I found odd to begin with, but I left it that. When I went through the box, I would say about 10% of frags were refunded as “no longer in stock”. They double bag and staple. Which is a good sign normally. Right? Well, in one giant box with over 30 frags, they used 1, just 1, warming pack. It wasn’t in the middle, it was the first thing they tossed in the box. There were 3 layers of bags. By the time I opened the first row, the water was barely 60 degrees. You know that smell, right? I’m not going to attempt to have them make it right. I sent them an email saying it would be a worthwhile investment on human capital if you spent the time and properly trained them. It’s clear they have some training. But maybe didn’t finish all the chapters… today is day 3 and I have 9 that have RTN’d this weekend. This is where I cut bait.

I hope your mileage will vary.
@thedryreef

 

[AquaSD]

I’m not trying to pile on. I’ve place what I think is my 3rd and for sure last order with them. I have to give them credit though, they are always responsive. Always trying to make it right. And very easy to work with. I just need to shift where I shop though. I’m not one to leave reviews. But, I see how everyone is trying to pile on this company. I’m serious when I say their customer service has been great. For me though, they lack basic execution. I ordered probably a dozen frags on my second order. I’m far from a novice when it comes to ordering coral online. I’ve had great success, but with that comes some death. It’s to be expected. I simply buy from a person/company that stands behind their product. AquaSD has done that. But here is when the “but” comes in. Those 2 dead coral online my last order would be replaced on my next order. I was totally cool with that. I got carried away (again :) ) and ordered about 35 frags. I live in Memphis and they used FedEx. Being Memphis is FedEx, I was happy with their choice, that means I’ll have my stuff by 9am. This is the one good thing about Memphis. Well, there are many. The box arrived late in the PM, which I found odd to begin with, but I left it that. When I went through the box, I would say about 10% of frags were refunded as “no longer in stock”. They double bag and staple. Which is a good sign normally. Right? Well, in one giant box with over 30 frags, they used 1, just 1, warming pack. It wasn’t in the middle, it was the first thing they tossed in the box. There were 3 layers of bags. By the time I opened the first row, the water was barely 60 degrees. You know that smell, right? I’m not going to attempt to have them make it right. I sent them an email saying it would be a worthwhile investment on human capital if you spent the time and properly trained them. It’s clear they have some training. But maybe didn’t finish all the chapters… today is day 3 and I have 9 that have RTN’d this weekend. This is where I cut bait.

I hope your mileage will vary.
@thedryreef

Thank you for your honest feedback and for recognizing our customer service efforts. We truly appreciate your past support and your willingness to share both the positives along with areas of improvement. We understand that your experience didn’t meet your expectations, and we’re sincerely apologetic for that.

We are meticulous about our packaging process. Each order is packed with great care to ensure the safety of the corals during transit. However, shipping live animals is always delicate, and despite our best efforts, once the package leaves our hands, the journey can be unpredictable due to handling by the carrier.

Regarding the heat packs, we made a judgment call to include only one in your box. It's always a balance managing temperature in both cold and hot weather. We chose to be cautious, but it seems that, unfortunately, this wasn’t enough.

We also understand your disappointment with the refunded frags. Occasionally, inventory discrepancies occur due to the volume we move. Nonetheless, that is no excuse; we know how frustrating it can be to be told you will not be receiving something you were excited for. This is something that we are working to improve so we can minimize these occurrences.

We truly value you as a customer and want to do everything we can to restore your confidence in us. We’d be happy to continue the conversation via email to discuss how we can make this right for you.

Thank you again for your feedback and for giving us the opportunity to address your concerns. We genuinely care about our customers and are always striving to improve.

Best,

Team AquaSD