Dr Reef - something change?

[WhatCouldGoWrong71]

This last order will mark my 5th order with the doctor. We have a track record together. I always select a date to receive orders so I can ensure I am home and ready to do the acclimation process.

This last order there was both failed QT and travel issues (flights cancelled). Some had a lot of pushed dates. The fish finally made a flight, but the doctor didn’t ask me if the date would work. It was a week later and he just shipped them. I received an email telling me my fish were in route. I was out of town. I found someone could pay to come to my house and do this process (never having done it before).

I can’t have this type of surprise happen.

 

[Dr. Reef]

Nothing has changed. Due to holiday UPS does not guarantee overnight shipping. Even if you pay for overnight they dont deliver till 9pm even though the time is supposed to be 1030am in most places. Then they add blackout dates and reject live animal delivery.
If fish does not pass final inspection we do not ship. We dont try to make quick buck just because. This shows integerity on our part. We only wanna send you fish thats healthy and eating.
QT is nothing but subjecting fish to poisons for 30-45 days. In that time frame they quit eating (some of them).
Its easy for us to ship a fish that not eating after 30 days of qt and let it be customers problem but we dont. We hold them back till its eating and we know it will survive.
Thirdly, regarding surprise delivery, not sure how thats possible because everytime we change the status of the order, for example, if it didnt ship we will change to next week or following week etc, any change to order, system automatically sends out an email letting customer know whats the change was. Now bunch time and with many customers these emails land in spam or junk folder. We see this a lot.
There is nothing manual we do on these as we deal with hundereds of orders per day and everything is automated when it comes to changes. Might have landed in spam or junk folder.

Anyhow, we apologize for any inconvinience caused. If you let me know your order # I can take a closer look at what happened and if and when was email sent or not sent etc.
Ups is back to normal as of now. if they have mecanical issues with the aircrafft or its extreme weather etc, They refuse live animal delivery and we will face that unfortunately till winter end. They only have 1 flight that leaves Tulsa at 9pm to their main hub in KY per day.

 

[Dr. Reef]

Forgot to mention, If you can please PM me your order #, Let me see if email changes were not sent and if happens to be a glitch or fault at our end, We will issue you a credit for the cost you incured for someone to come in and release the fish while you were away.

 

[WhatCouldGoWrong71]

Nothing has changed. Due to holiday UPS does not guarantee overnight shipping. Even if you pay for overnight they dont deliver till 9pm even though the time is supposed to be 1030am in most places. Then they add blackout dates and reject live animal delivery.
If fish does not pass final inspection we do not ship. We dont try to make quick buck just because. This shows integerity on our part. We only wanna send you fish thats healthy and eating.
QT is nothing but subjecting fish to poisons for 30-45 days. In that time frame they quit eating (some of them).
Its easy for us to ship a fish that not eating after 30 days of qt and let it be customers problem but we dont. We hold them back till its eating and we know it will survive.
Thirdly, regarding surprise delivery, not sure how thats possible because everytime we change the status of the order, for example, if it didnt ship we will change to next week or following week etc, any change to order, system automatically sends out an email letting customer know whats the change was. Now bunch time and with many customers these emails land in spam or junk folder. We see this a lot.
There is nothing manual we do on these as we deal with hundereds of orders per day and everything is automated when it comes to changes. Might have landed in spam or junk folder.

Anyhow, we apologize for any inconvinience caused. If you let me know your order # I can take a closer look at what happened and if and when was email sent or not sent etc.
Ups is back to normal as of now. if they have mecanical issues with the aircrafft or its extreme weather etc, They refuse live animal delivery and we will face that unfortunately till winter end. They only have 1 flight that leaves Tulsa at 9pm to their main hub in KY per day.

This is Chris Freader. We have spoken about the issue. No communication was given. Fish cannot ship without warning, period. This was not a case of spam. Spam doesn’t work like that, we email often, when I’m placing an order. I’m a PITA, I’m ok with that. If we email multiple times to each other, Google is not going to spam you. It’s not how it works. Onward.

I’m simply leaving clear, concise and honest feedback that may feel critical, but, feedback is intended to be just that - Honest.

 

[Dr. Reef]

This is Chris Freader. We have spoken about the issue. No communication was given. Fish cannot ship without warning, period. This was not a case of spam. Spam doesn’t work like that, we email often, when I’m placing an order. I’m a PITA, I’m ok with that. If we email multiple times to each other, Google is not going to spam you. It’s not how it works. Onward.

We apologize for the misunderstanding and lack of communication.
If there is no email in spam or junk folder then its our fault we will reimburse you for your expenses.
If you can share your cost of calling someone to release the fish. Ill be more than happy to credit that cost towards your order.

 

[WhatCouldGoWrong71]

We apologize for the misunderstanding and lack of communication.
If there is no email in spam or junk folder then its our fault we will reimburse you for your expenses.
If you can share your cost of calling someone to release the fish. Ill be more than happy to credit that cost towards your order.

I appreciate the offer, response and the service you provide. I’m about to post my Aquabiomics results to both my build thread and my IG. I think my tank health as it relates to my fish is great. 95% on the inhabitants in that system are from you.

 

[Dr. Reef]

We appreciate you, After this incident we made some changes in our system, Although emails are all supposed to go out automatically when an order is changed in any way, but we also programmed the system to send out a second email regarding date change just in case and to be on safe side. Feedback like yours help us grow and fix the issues our customers may face. Thank you again