Is this fair with Live Aquaria?

[Kammetal]

So I had placed an order for a clam and a brain coral. When the order arrived the brain was doing well but the clam showed Ill signs. The clam ended up dying. I reached them and told them the issue. I was given the refund in all fairness. Prior I had ordered 2 items so that qualifies me for free shipping, now when I want to replace the one item I have to pay the 29.99 shipping more so almost half my refund will go to shipping. Plus to get taxed and play the box fee.Now I have to spend more In order to replace the item. Also the coupon is no longer valid to use. I personally think this is not fair.

 

[LiveAquaria]

So I had placed an order for a clam and a brain coral. When the order arrived the brain was doing well but the clam showed Ill signs. The clam ended up dying. I reached them and told them the issue. I was given the refund in all fairness. Prior I had ordered 2 items so that qualifies me for free shipping, now when I want to replace the one item I have to pay the 29.99 shipping more so almost half my refund will go to shipping. Plus to get taxed and play the box fee.Now I have to spend more In order to replace the item. Also the coupon is no longer valid to use. I personally think this is not fair.

Hello @Kammetal. We sincerely apologize for your loss of the clam but are glad the brain coral is doing well. In order to look into your order further, we will reach out to you in a private message to ask for order details.

 

[Kammetal]

Thank you. I have to say I’m very happy with your customer service. Thanks again for making this work.

 

[Peach02]

yes, that is unfair IMO if it is their fault the clam died that you should pay shipping.

but they seem to have addressed it above.

 

[LiveAquaria]

Thank you. I have to say I’m very happy with your customer service. Thanks again for making this work.

@Kammetal Good morning and thank you! We are very happy we were able to satisfy your concerns. Thank you for your loyalty. Have a great day and be well!