Dr. Reef...I had higher expectations

[SPS2020]

I'm sure it is an anomaly, but my experience with Dr. Reef was not great. The box arrived on time and no damage. Upon opening the styrofoam top, the bags felt warm to the touch. Two Anthius and one Emerald crab survived. Two Emerald crabs were dead...how does that happen?? Lastly, the Foxface was dead and looked horrible; that really saddened me. I reported the DOA and they were very responsive. However, since I placed the order before Christmas, I did not get a 25% discount on my replacement order. So, to replace the DOA items, it cost me $80.77 with shipping. I get that shipping isn't covered by most any vendor, but this situation seemed liked too many heat packs were used or something as the Foxface was in terrible shape. Just my experience and I know lots of people have had very good luck with them.

 

[Dr. Reef]

We replaced you order for free. We never charged you for anything.
I am not sure where $80.77 came from. we have no record of that payment.

 

[Dr. Reef]

Here is a copy of the replacement order you were emailed.

 

[Dr. Reef]

shipping is stressful and sometimes things happen.
Under 40F heat packs can fail according to manufacturer. Lately its been under 30F and each heat pack (according to our experiments) only adds 20 degree of the box compared to ambient. so itf its 30F outside and to bring it to 75-80F we will need 3 heat packs.

 

[SPS2020]

Hello,

Wow...you seem overly defensive. The anger and multiple responses seem like an attack. I merely stated what had transpired to the point of my reorder.

3. Please post where you paid $80.77?
Attached is where I was invoiced $80.77 as stated above.

Then you said you wanted to order same doa items and we agreed to replace them and never told you that you had to pay anything. just for clearance here is a copy of your emails to my team.
I asked if I could pay for shipping from the onset and was told I could receive store credit or a refund. See attached.

The zero dollar invoice attached above was done after I already ordered and was invoiced for $80.77. At that point, I placed vendor feedback and was honest.

The ironic thing is that I came back here to say how awesome you guys were for offering to replace everything at no cost. I appreciate the fact that you are a sponsor on more than one forum and what you do.

 

[Dr. Reef]

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[Dr. Reef]

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[Dr. Reef]

I think we misunderstood the entire thing.
When you place an order with the replacement code you received it will not account for shipping nor will it account for the 25% discount code you got.
So thats why for such claims you have to email it to us and we will generate an order for you otherwise it will show much different rates like you are seeing. as its not accounting for everything intnially agreed upon.
I apologize if i came out overly defensive.
In fact I am refundiung you entire order amount and will still send you replacement in a couple of weeks. just to make matter right.

 

[SPS2020]

Wow...unnecessary and very awesome of you. Yes, I think there was a misunderstanding perhaps on both sides. Again, I really appreciate what you do for the hobby! If you look through some threads, you will see where I have recommended you guys on more than one occasion...although my account name is different on one of the other forums I frequent.

Thanks again and have a nice evening.

 

[Dr. Reef]

Wow...unnecessary and very awesome of you. Yes, I think there was a misunderstanding perhaps on both sides. Again, I really appreciate what you do for the hobby! If you look through some threads, you will see where I have recommended you guys on more than one occasion...although my account name is different on one of the other forums I frequent.

Thanks again and have a nice evening.

I'll be honest, i am under the weather and been on bed for 2 days, i came out harsh, it was not neccessory. Regardless I should have been more professional. Apoplogies again.

 

[SPS2020]

Just a follow up, this guy is super awesome. He called me later and we had a very nice conversation. All my livestock will come from @Dr. Reef in the future