Do not order. Wanted to still send livestock to a tank on the fritz

JennyH3

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Do NOT purchase from live aquaria. My urchin was supposed to ship today. I emailed last night to cancel bc there was a slight issue with my tank and I didn’t want to add livestock to it until I addressed the issue.

sent this email last night:

Can you please cancel this order. I was out of town over the weekend. My tank has some issues. I can’t add new marine life to it. Please cancel.
I’m so sorry about this
Thanks
Jenny

Response:

Dear Jenny,

Thank you for your recent order with LiveAquaria®. Due to time-sensitive processes involved with order transmittal to suppliers and preparations to fulfill orders, once the order is submitted, we are unable to accept requests for order cancellations or changes. As we are unable to cancel or change orders, we ask you to please finalize selections before completing the order during the checkout process.

On the evening your order ships, you will receive an email containing shipment information and FedEx order tracking details, allowing you to make proper arrangements so you are available to receive your delivery.

If you require additional assistance, please review our helpful FAQ's on the Contact Us Page. If you still have a question, feel free to contact one of our helpful Live Aquaria Specialists.

Sincerely,

Live Aquaria



Me: Shoot I don’t know what to do bc I can’t put this in my tank


then within an hour I get this email.

Dear Jenny,

The item of the Purple Short Spine Urchin is showing out of stock there is a good chance it may end up on back order. We have submitted a ticket to cancel the order if it does not ship tonight. If you receive a delay email instead of tracking tonight, that means we are out of stock and are waiting for next quarantine batch to send. With it not shipping we can submit to cancel the back order. With my ticket submitted to cancel if it does not ship tonight, you will get a confirmation email of the cancellation of order and it normally takes 2-3 business days to release the money back to your card used for payment.

If we can be of any additional assistance, please feel free to contact our LiveAquaria Department at 1-800-334-3699 or please review our helpful FAQ’s on the Contact Us Page. If unable to find your answer, feel free to reach out to one of our Live Aquaria Specialists.


Sincerely,
LiveAquaria


So you would ship and NOT cancel a live animal when I tried to cancel before it shipped bc I didn’t want to add it to a tank that could be unstable. BUT then send me an out of stock email.

whether it is actually out of stock I have no idea. But the fact that they would still send and “can’t” cancel is terrible.
will never use them again. It was my 1st and last time.
 

homer1475

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So don't do business with LA because your tank has issues, you put in an order, and now want to cancel it? Yet because it was out of stock, and won't ship, your still not happy?

I think people have unrealistic goals when it comes to dealing with large companies that use several suppliers, and buying online once an order is confirmed.

Try canceling an order on amazon that was already confirmed.
 

kylebeano

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"I think people have unrealistic goals"

Can be our society's mantra nowadays...
I have to explain this to patients all the fing time.

Op, no harm came, they "submitted a ticket" lol whatever that means in real time, and maybe you will get your urchin soon or your money back. No one died... I'm still going to use LA sometimes, I have personally had great success with their divers den and captive bred livestock.
 
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LiveAquaria

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@JennyH3 Good afternoon Jenny. Thank you for your first order with Live Aquaria. Very sorry to hear that you are having concerns with your aquarium. As others have also described above, it is very difficult to alter livestock shipments once they have been sent to our various fulfillment suppliers. They begin fulfillment processes very early in the day and we are unable to modify their workflow. As described in the 2nd email you received, in some cases if the livestock does not ship as intended, we can communicate to the vendor to cancel the order instead of placing on backorder status. We can not confirm either way until they are done shipping for the day.
We are happy that we were able to honor your request last night once we knew the Urchin didn't ship. In the event you have similar concerns in the future, please call us right away in the morning (8:30am CST) as emails are not always as quick as a call.
 
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JennyH3

JennyH3

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I think my post was misunderstood. They would not cancel my order when my tank wasn’t able to take a fish that is why i was upset. Im thankful it ended up being out of stock.

and yes I should have called and spoken to someone. I’m sure it would have been taken care of and cancelled right away.
 
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