Close call with Live Aquaria

[RalphsReef]

On Thursday, I ordered a millepora and 2 Sanjay Photon clowns from Live Aquaria. I specified Saturday delivery due to my schedule. On Friday, I received a tracking number from Live Aquaria, indicating it would be delivered on Monday. Needless to say that raised a big red flag, so I immediately called them. The first rep said that was a normal problem and that when FedEx scanned the package, it would upgrade to Saturday delivery. I used to work for FedEx, so I was fairly skeptical of this. After an hour or two, I called again, and got the same answer from another rep, even though FedEx now had the package for 4 hours. A third rep took the time to call FedEx, who confirmed the package was indeed scheduled to be delivered on Monday, not Saturday. He told me that FedEx would upgrade the package to Saturday delivery.

As of this morning, the package is still scheduled for Monday, according to FedEx's website. I called and spoke with a fourth rep from Live Aquaria who claimed that "upgrading the package can cause delays in and of itself." She said that she would "do her best to get in touch with FedEx." I then asked her what happens on Monday if that is when the package arrives. She told me to acclimate it as they pack them for delays and corals can survive. She did not realize there were fish in the order. After all that she told me to have a nice day. Yeah, right, when there are fish and coral that will most likely be DOA unless FedEx can save the day.

Even if the package arrives today, there is still the stress caused because someone in Live Aquaria's shipping department made a monumental error, I have had at least a dozen good transactions with them. I can not believe that they can make a mistake like this when living beings are depending on it.

I am literally sick.

 

[Reef lvr]

Good luck hope it shows up!!

 

[RalphsReef]

Thanks, Reef lvr, but I have bad news. Instead of waiting for the rep to do her job, I called FedEx myself. They confirmed the package is not scheduled for Saturday, and that it will be here Monday by 4:30PM. I can not believe that something like this could happen from an otherwise reputable vendor. The last person I spoke with at Live Aquaria was cordial, and said the fish are hardy and they might make it so long as FedEx doesnt have the container outside in the sun. But hey, I am in Orlando, so I wish I could be more optimistic.

 

[Reef lvr]

Wow stay positive! I'm sure they will make it right, still should not have had to deal with this in first place from a vendor like them.. GL

 

[revhtree]

Ralph I have had a ton of great transactions from LA but here is my experience with one I had this year.

I had ordered some fish. An Achilles Tang, Powder Blue Tang, and Convict Tang. Same thing happened to me except it was in the middle of the week and I was going to have to wait till the next day which would have made two days in transit. LA assured me like they did you. Fed Ex told me that there was zero chance the package was coming that day and the tracking showed the package at the fed ex hub several hundred miles away. Well low and behold the package shows up a couple hours later. The Fed Ex rep said zero chance! LOL! They may still show up so keep an eye out because I luckily looked on my front porch and there they were.

Sometimes things like this happen and it stinks but it does. :(

The Convict was doa.

 

[RalphsReef]

Rev, first thanks for such a great website. The guys on the "other" site were not nearly as nice or sympathetic. I just checked the porch, but no luck. I am just hoping that somehow they can stay cool and oxygenated over the weekend. I guess it depend on where the trailer is parked.

 

[Surf&turf]

Sorry to hear that!! I always have my shipments held @ facility so that they don't have to ride around in a truck all day.

 

[RalphsReef]

I am coming up with an "emergency retrieval plan." I used to work at FedEx, so I know the driver, and he gets to me first thing whenever I have packages. However, due to the situation, I am going to bring a small Rubbermaid tub with water, and an air pump to the FedEx station when it opens Monday morning. I may bring more items, and I am open to suggestions if anyone has them. I will open it there, and hopefully have good news. If they are not DOA, I know I will need to act quickly and carefully. Any suggestions?

 

[drainbamage]

I am coming up with an "emergency retrieval plan." I used to work at FedEx, so I know the driver, and he gets to me first thing whenever I have packages. However, due to the situation, I am going to bring a small Rubbermaid tub with water, and an air pump to the FedEx station when it opens Monday morning. I may bring more items, and I am open to suggestions if anyone has them. I will open it there, and hopefully have good news. If they are not DOA, I know I will need to act quickly and carefully. Any suggestions?

Basically don't do anything super intense- the water will be slightly CO2 saturated as well as very cold- sudden shock with either paramater will NOT help you. I might suggest a small air stone, and float the bags in a vessel of water that's around 70 degrees, maybe 72. Then slowly move the temperature up over a few hours while keeping the water moderately agitated. Once the temperature is raised up to normal level, then start doing a regular acclimation on them- basically be slow and diligent with changes so as to not shock them.

And while the whole situation does suck, LA does have a very sturdy reputation built on at the least fixing mistakes when they do happen, so while a cruddy way to look at it (because it does concern live beings) at least there is that.

 

[RalphsReef]

Thank you drainbamage. That is a good idea. I'm actually kind of hoping the water will be that cool with the temperatures we have been experiencing here. I have a battery operated air pump with air stone. I'll definitely bring it with me. I have to get a decent size rubbermaid tub. I have an inverter so I'll bring it and a heater as well. I'm still open to and appreciative of suggestions.

 

[drainbamage]

Thank you drainbamage. That is a good idea. I'm actually kind of hoping the water will be that cool with the temperatures we have been experiencing here. I have a battery operated air pump with air stone. I'll definitely bring it with me. I have to get a decent size rubbermaid tub. I have an inverter so I'll bring it and a heater as well. I'm still open to and appreciative of suggestions.

Just don't crank that heater up too fast- the colder water is, the more oxygen it can absorb in the disolved form- if you crank the heat up too quick, what little oxygen may be left could very well be driven out faster than the CO2 is, resulting in actually 'drowning' the fish through lack of disolved oxygen

 

[RalphsReef]

I will only use the heater as a last resort then. Thanks!

 

[Speg]

That sucks but don't lose faith in this vendor because they do offer a pretty nice sized guarantee on deaths that occur. If the fish survive then it'll be a miracle. Ammonia is going to build up in those bags quickly.

My advice would be to remove as much as that bag water as possible (if the fish are alive) and begin to acclimate slowly with your water.

My further advice would be to contact Live Aquaria again after your package arrives and demand some sort of compensation regardless of DOAs because in this hobby it is essential to ship fish next day. Having fish sit in their own poop through the weekend is basically poisoning them and this will result in a less than healthy fish upon arrival and you didn't order a less than healthy fish.

Good luck and let us know what happens...but again, don't take this as a sign to stop doing business with foster & smith as they will likely do everything in their power to keep you happy as a customer.

 

[nixer]

Basically don't do anything super intense- the water will be slightly CO2 saturated as well as very cold- sudden shock with either paramater will NOT help you. I might suggest a small air stone, and float the bags in a vessel of water that's around 70 degrees, maybe 72. Then slowly move the temperature up over a few hours while keeping the water moderately agitated. Once the temperature is raised up to normal level, then start doing a regular acclimation on them- basically be slow and diligent with changes so as to not shock them.

And while the whole situation does suck, LA does have a very sturdy reputation built on at the least fixing mistakes when they do happen, so while a cruddy way to look at it (because it does concern live beings) at least there is that.

thats great info, but id also like to add that at lower ph ammonia is less toxic. running an airstone might actually raise the ph and make that ammonia issue in the bag worse.
id be interested to see if doa is LA going to pay the shipping for the replacement since it was their botch

 

[RalphsReef]

Hey Speg. I have contacted LA numerous time about this already while trying to get it straightened out. From the first email with the tracking number stating is was scheduled for delivery on 6-6 by 4:30PM, it has been a nightmare. They have said many times they will take care of it, and my response each time is that I am more concerned with the fish and coral sitting unnecessarily in a box at OIA than anything else. I will take an unscheduled vacation day tomorrow to be at FedEx when their doors open in hopes of shaving 2 hours off the box time. It will be interesting to see what LA says when I call them, as I plan on calling either way. You do bring up a valid point on the now unhealthy (at least hopefully they will be that at a minimum) fish. And that is what gets me- the idea of them prolonged in the box. I made this same exact post on another reefing website that I do not plan on going to anymore and received flaming and really sarcastic replies. They all (even a moderator) claimed that nothing bad is happening yet I am complaining. Of course I am. I asked him if it was his opinion that fish sitting in a bag for 3 days was good for them. He couldn't reply to that. One jerk even replied "what should they do, report themselves to PETA?"

Nixer- that is a very good point about the ammonia spiking. LA has already said they will refund the Saturday shipping charges. I told the rep I would pay him an extra $200 if he could make the delivery happen yesterday. The last two reps I spoke with said they are saltwater hobbyists, so I know they understood.

So anyway, I have about 22 more hours of wondering what I will find tomorrow morning when I get to FedEx. In the meantime, I am still greatly appreciative of suggestions and input. I will definitely keep you guys updated. And thanks for the helpful remarks, unlike that "other place."

 

[Speg]

You won't get a lot of useless "I'm better than you" type posts here..those types of personalities usually get booted out of here pretty quickly :P

I'm with you though...it's sad to see that the fish may have to die because of the shipping error...but like Rev said..things happen... pobodies nerfect...

 

[RalphsReef]

I am trying to keep myself occupied with other things to pass the time, but it isn't easy. I do agree that no one is perfect, but I have to wonder how a shipping clerk can let a live shipment go without upgrading it for Saturday delivery. That just does not compute for me. Those bright yellow SDR (Saturday Delivery) stickers that FedEx uses are east to see, and obvious to realize when they are missing.

I am extremely grateful I am not getting the "better than you" replies here. I guess if they get booted from here, they are embraced at the other site. I am glad we have this site.

 

[Surf&turf]

Keep us posted, I hope everything turns out ok!!

I worry the whole time I'm getting something shipped, couldn't stand waiting a whole weekend.

 

[RalphsReef]

Yes, this is absolutely excruciating. The suspense is killing me. I just talked to the FedEx driver. I am lucky to know him. He is trying to help me get the package even earlier tomorrow morning at the station. I figure that every minute counts. I will keep everyone posted. This is definitely the downside to shipping.

 

[Aloha Corals]

I'm going to play devil's advocate for a minute...

I really don't see this as a horrible experience. At least not yet. To me its just a shipping error. Yes, your chances of doa are larger than not. But we don't know if anything is dead, nor have they refused to honor their guarantees.

I hope the best for you. Fingers are crossed.

Kevin


Sent from my Droid before the battery died.