Divers Den packaging

jp1986 · Jan 11, 2022

Hello everyone Last!

Last week I placed and order from Diver's Den. One item was an Aussie yellow leather coral and the other was was bonded pair of cleaner shrimp. The order shipped out Wednesday for Thursday arrival. Mind you I am in central Wisconsin and we've had some very cold temps last week or so. Well of course it got delayed then through Fed Ex and didn't get here until Friday. The items were nearly frozen when they finally arrived on Friday. I have contacted Live Aquaria and have already received my credit for them so that's not the issue (Did lose my $10 in rewards I used though). My issue was the way my order was packaged. They were not in a styrofoam box like all my past shipments have been from Diver's Den. They were just wrapped in a what I believe to be a thermal type foam wrap/bag that was very thin. Even if these weren't delayed a day, I still think would have froze only having that thin foam wrap for insulation.

Was this a mistake by whomever packaged these or is the new way they package from there? If so, I guess I won't be ordering from them again until summer when the weather is warmer.

Peace River · Jan 11, 2022

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LiveAquaria · Jan 12, 2022

@jp1986 We sincerely apologize for the delivery delay with your order. We work with the carriers everyday to try to get packages delivered on time, however some circumstances are out of our control. In regards to the packaging, we are working with different packaging types to attempt to be more eco friendly. We appreciate your feedback and will forward that to the appropriate department. If we may have your order number, we can check to make sure your credit amount includes the Loyalty Rewards that were used.

jp1986 · Jan 12, 2022

Hello LiveAquaria,

My order number was A4073484.

Thanks,
Justin

LiveAquaria · Jan 13, 2022

@jp1986 Thank you for your response. We apologize your Loyalty Rewards were not refunded as well. We have added the $10.00 in Loyalty Rewards used on this order back to your account. Please let us know if you have any other questions or concerns.

jp1986 · Jan 13, 2022

LiveAquaria said:
@jp1986 Thank you for your response. We apologize your Loyalty Rewards were not refunded as well. We have added the $10.00 in Loyalty Rewards used on this order back to your account. Please let us know if you have any other questions or concerns.

Thank you!