Dr Reef - negative

[Fritz05]

I ordered four Yellow striped Cardinals on Nov. 3, 2024, informing me on 12/12 that they planned to ship on 12/19. On that day they told me that the fish did not make it, and asked me whether I wanted other fish or wait for a new batch of cardinals. I told them I wanted to wait. I heard nothing from them.

On 1/16 I received an email from UPS saying a delivery was scheduled for 1/17. I had heard nothing from Dr Reef, and I first thought it was one of these scam emails. But I checked my UPS account and saw a delivery from”Affordable Saltwater”. I emailed Dr Reef, but got no response. On 1/17 the fish arrived, but only three, and two were dead, the third one barely alive. I emailed them again, again no response. The next day the third fish unfortunately also died, even after the acclimation per their protocol.

I emailed them again with pictures of the dead fish. No response. I understand that the last interaction was on a weekend, but not the ones before.

Maybe they will make it up, but their communication so far was terrible. Also, I do believe that shipping from Oklahoma in January is not a good idea, even it is only to California, where the weather is not cold.

 

[Dr. Reef]

Lets break it down.
yah communication is very terrible unfortunately its not on our side. Your email server kept rejecting our emails.

Here is screenshoot of us trying to email and getting a bounce back from your server.

You said we didnt tell you when the fish were shipping
On 1/16 we emailed you letting you know fish shipped today and will reach 1/17. Not sure if you got the email as your server keeps rejecting emails. but on our end we never got any bounce back. If we would have gotten a bouce back we would have called you to let you know.

You said you reported doa via email and we didnt respond back.
on 1/17 at 1:58pm you reported doa. we replied back immediately and responded at 2:08pm just 6 min after you emailed and said we will replace them or credit them.

You emailed us to change order:
On 1/20 at 12:20pm you emailed and asked us to change the order and in 14 min we replied back that we can make the change.

We responded back to you every step of the way and within 6 min 1st time and 14 min 2nd time. You need to check your email service provider as well as it rejects and sends you emails much after than they are orginally written.
We keep all digital records of all communications (emails or calls) everything is recorded. As you can see we responded back withing 10-15 min, unless you are not receiving the emails, but then again we wont know because we didnt get any bounce back.

 

[Fritz05]

I received all your emails only today. I have been using this email address for over thirty years with dozens of companies (probably hundreds) and never had the problem you describe. Usually the issue is emails landing in the spam folder, which I did check. What happened here I do not know. We were able to exchange emails before, when I ordered, so I had no reason to believe there was a technical problem.

As so often nowadays technology is to blame, so I stand corrected regarding your communication. The fish were still dead, though, but I understand this can unfortunately happen.

 

[Dr. Reef]

I received all your emails only today. I have been using this email address for over thirty years with dozens of companies (probably hundreds) and never had the problem you describe. Usually the issue is emails landing in the spam folder, which I did check. What happened here I do not know. We were able to exchange emails before, when I ordered, so I had no reason to believe there was a technical problem.

As so often nowadays technology is to blame, so I stand corrected regarding your communication. The fish were still dead, though, but I understand this can unfortunately happen.

Not blaming you in any way. We posted the screenshot of the bounce back from the email server saying it can be upto 5 days the emails may be delivered. So I dont blame you, We did respond within very reasonable time. (6min and 14min)
Regarding the dead fish, that is an unfortunate event, As you would have noticed we shipped them with 3 heat packs and still they didnt make it. 1 they are fish that we lose a lot in shipping so it could be the fish itself and cold weather through Mid-West doesnt help either.
Again as emailed, we will replace the livestock and make the changes you requested all at no cost to you.