Great customer service so far!

[Mark82]

First time ordering from @LiveAquaria in years. Here’s how it’s going so far. I place an order for a tiger pistol shrimp and Indonesian porcelain crab. Couldn’t find a pistol anywhere. I get a email delay of shipping due to 75% order. Fine, then get an email following day order is being shipped. Order comes 5 1/2 hours late, no fault to @LiveAquaria , all on Fedex. I open the box, no bags leaking, heat pack was cool. Now checking out the bags to see if they’re alive, I see a Tiger goby who looks near death and the next bag is labeled I get a Caribbean crab… not info. So I Email cause they were already closed. I get a reply following day asking for pictures. I send pictures then don’t hear back. Email again, still no response. Received order Wednesday and email right after. So today I call, had a lil wait then I get an answer. I forget the lady’s name but she took care of me. I told her the issue, she pulled up the email seen the pics I sent and is sending me out correct items Monday. No hassle, I didn’t have to pay for reshipment. She made sure it was all taken care of. I appreciate her customer service. So guys so far so good. I’ll update once 2nd shipment is received. Just letting you guys know my experience with my order

 

[Mark82]

*indo crab
Was given Caribbean instead of Indonesian which I ordered.

 

[LiveAquaria]

First time ordering from @LiveAquaria in years. Here’s how it’s going so far. I place an order for a tiger pistol shrimp and Indonesian porcelain crab. Couldn’t find a pistol anywhere. I get a email delay of shipping due to 75% order. Fine, then get an email following day order is being shipped. Order comes 5 1/2 hours late, no fault to @LiveAquaria , all on Fedex. I open the box, no bags leaking, heat pack was cool. Now checking out the bags to see if they’re alive, I see a Tiger goby who looks near death and the next bag is labeled I get a Caribbean crab… not info. So I Email cause they were already closed. I get a reply following day asking for pictures. I send pictures then don’t hear back. Email again, still no response. Received order Wednesday and email right after. So today I call, had a lil wait then I get an answer. I forget the lady’s name but she took care of me. I told her the issue, she pulled up the email seen the pics I sent and is sending me out correct items Monday. No hassle, I didn’t have to pay for reshipment. She made sure it was all taken care of. I appreciate her customer service. So guys so far so good. I’ll update once 2nd shipment is received. Just letting you guys know my experience with my order

@Mark82 Good evening, Mark. We sincerely apologize for the issues with the order and the delay in responding due to a higher than expected number of customer contacts. We are happy to hear the agent was able to resolve the problem to your satisfaction.

 

[tvan]

Screwing up an entire order is great customer service?

 

[Pale Morning1]

Mistakes happen. It is how the correction is handled. Sounds like Liveaquaria is rectifying the mistake.

 

[tvan]

Two items at a cost of almost $70. Sounds like poor QC which equals poor customer service. And @Mark82 still had to prove he was not at fault(sent in photos), emails and then a phone call.......