I am posting this to warn others about what I see as an overly strict and distrustful DOA policy. I have bought from dozens of different vendors over the years and never has one been so distrustful of it's customers. I sent a video of dead invertebrates, still in the bag within an hour of receiving them. They wanted me to acclimate them and send them another video. So, I did. For the video, I placed them back in an open bag to show them floating around dead in the water. However, since I didn't have the animals placed on a white background out of the bag in the second video, they are not willing to refund me for the DOA. I threw them away (because they were rotting) before they bothered to tell me this so I was unable to provide a video with a white background.
It's not a lot of money and frankly, I can easily take a hit like that. But, it's the fact that they are making me jump through hoops to get a simple DOA fixed. That's the kind of customer service I avoid. Unfortunately for them, they lost a customer.
Buyers beware. If you get a DOA from them, it's unlikely they will take care of you. For what it's worth, the invertebrates they sent me were sent in very small bags of water (5 urchins and a sea hare) and none of them survived, even the ones that weren't immediately DOA, died within a couple of hours of acclimation. And yes, I know how to acclimate sensitive animals. I've been in this hobby for 13 years.
It's not a lot of money and frankly, I can easily take a hit like that. But, it's the fact that they are making me jump through hoops to get a simple DOA fixed. That's the kind of customer service I avoid. Unfortunately for them, they lost a customer.
Buyers beware. If you get a DOA from them, it's unlikely they will take care of you. For what it's worth, the invertebrates they sent me were sent in very small bags of water (5 urchins and a sea hare) and none of them survived, even the ones that weren't immediately DOA, died within a couple of hours of acclimation. And yes, I know how to acclimate sensitive animals. I've been in this hobby for 13 years.
