Issue with Reef By Steele order

[Cow]

Just received my Reef by Steele order that was missing inverts, kind of feel like Reef by Steele is trying to insinuate I'm stealing from them because I didn't get what I ordered.

Does anyone have a sponsor they can recommend for inverts who actually ships within 7 days and without pulling teeth and doubting you about the stuff they forgot? I'm willing to pay extra to deliver what I order if it can be delivered within 7-8 days.

 

[Cow]

Pretty disappointed, Kent made an error (to his admission with multiple customers) and instead of encouraging me to try his service again only made me wanna stay away. Not how I like to see a huge sponsor spot take care of people. We eneded at I already refunded you, wasn't trying to kill a relationship with a vendor but didn't think I'd have to stick up for myself when an order was wrong. Weird customer service, I guess Kent will blame that on the wisdom teeth removal. Just take care of it dude.

I didn't even want a refund, I wanted credit on another order because I still need many inverts that I didn't get. Hence why I'm asking for a referral.

 

[braaap]

Pretty disappointed, Kent made an error (to his admission with multiple customers) and instead of encouraging me to try his service again only made me wanna stay away. Not how I like to see a huge sponsor spot take care of people. We eneded at I already refunded you, wasn't trying to kill a relationship with a vendor but didn't think I'd have to stick up for myself when an order was wrong. Weird customer service, I guess Kent will blame that on the wisdom teeth removal. Just take care of it dude.

I didn't even want a refund, I wanted credit on another order because I still need many inverts that I didn't get. Hence why I'm asking for a referral.

I had a similar experience and ended up going to a different vendor.

But I’d suggest just moving on. It isn’t worth your headache. But that’s also not what this thread is about. Use the feedback forum.

 

[Reef By Steele]

Yes, I am really sorry, as I apologized for my mistake and that I didn't intend to imply you were wrong earlier via email. Rather than rehash, I will just state that I issued you a store credit for both species on Nassarius, and you had already stated in a new email, while I was doing this, you would take your business elsewhere, so I edited the order and issued a refund vs store credit. At no time did I state or imply that we did not want your business or future business. After issuing these you sent the pictures that I had requested, showing the Nassarius Vibex to be the only missing item, I refunded both so it ended in your favor.

Yes, we can make mistakes, however if you did not feel that my apology was sincere, or that I didn't make any effort, I will again apologize here.

I am sorry if I offended you at any time in the process.

Kent

 

[Cow]

Yes, I am really sorry, as I apologized for my mistake and that I didn't intend to imply you were wrong earlier via email. Rather than rehash, I will just state that I issued you a store credit for both species on Nassarius, and you had already stated in a new email, while I was doing this, you would take your business elsewhere, so I edited the order and issued a refund vs store credit. At no time did I state or imply that we did not want your business or future business. After issuing these you sent the pictures that I had requested, showing the Nassarius Vibex to be the only missing item, I refunded both so it ended in your favor.

Yes, we can make mistakes, however if you did not feel that my apology was sincere, or that I didn't make any effort, I will again apologize here.

I am sorry if I offended you at any time in the process.

Kent

All good it was really just the amount of friction, with the packing slip missing from the order, made it a total PIA to figure out.

Just felt like I had to advocate for myself instead of having it fixed for a small amount of the order. It wasn't a matter of being offended but more so just take care of your customers. I didn't have any SKUs to reference and it was confusing.

Here's where it went wrong for future reference to improve

"Not sure what's up with the bag you showed me in the picture, as I packaged it myself. I know the tonga was crawling up the inside of the plastic bag, so maybe the others did to, but I don't think I would have missed that it was empty when I added the oxygen.

I guess if it there are not any nassarius in that bag I'll have to figure something out after verifying the other bags."

This sounds like you didn't make an error due to your memory being correct and then didn't seem like you trusted me. Not trying to drag things out any longer I'm happy but just for you to take note.

 

[Reef By Steele]

All good it was really just the amount of friction, with the packing slip missing from the order, made it a total PIA to figure out.

Just felt like I had to advocate for myself instead of having it fixed for a small amount of the order. It wasn't a matter of being offended but more so just take care of your customers. I didn't have any SKUs to reference and it was confusing.

Here's where it went wrong for future reference to improve

"Not sure what's up with the bag you showed me in the picture, as I packaged it myself. I know the tonga was crawling up the inside of the plastic bag, so maybe the others did to, but I don't think I would have missed that it was empty when I added the oxygen.

I guess if it there are not any nassarius in that bag I'll have to figure something out after verifying the other bags."

This sounds like you didn't make an error due to your memory being correct and then didn't seem like you trusted me. Not trying to drag things out any longer I'm happy but just for you to take note.

Thanks,
I know that was worded poorly, what occurred has never happened before and I honestly couldn’t believe that I left them out of the bag, so trying to figure out how they escaped. Part of the delay in replying was I and went to where I harvest them and looked to see if they were on the counter, floor or anywhere dried up and dead. When I received the next message from another customer that it happened to, I had to admit I just messed up and not some freak Houdini escape trick. Not to make excuses but I let you know about having two wisdom teeth removed hoping that would gain some forgiveness and insight into my not reacting in the best manner. We try super hard to respond ASAP to any inquiry whether seeking assistance or registering a complaint. I answer people basically 24/7 even at 3 in the morning if I am up working or woke up for some reason. My wife @Ocean_Queenie had told me to take a nap as I was up at 4:30 taking my mother in for surgery then straight to the dentist and then checking on mom before coming home, but I don’t like to leave people hanging. When we discussed this she too agreed that my answer was poor. In 2 years of business we have had 2-3 interactions where it was obvious that the person was trying to pull one over on us. That is out of over 3000 orders. That is what I love so much about this hobby. It seems to be filled with really great people, yourself included.

“Not sure what's up with the bag you showed me in the picture, as I packaged it myself. I know the tonga was crawling up the inside of the plastic bag, so maybe the others did to, but I don't think I would have missed that it was empty when I added the oxygen.

I guess if it there are not any nassarius in that bag I'll have to figure something out after verifying the other bags."

If I had reworded the last sentence to “Sorry they were missing, you didn’t list several of the items we sent, so if I can get a picture of what we did send, I can get a replacement order processed”. I believe we would have had a much better conversation.

We take customer service very seriously and have earned a great reputation and many friends along the way. I am sorry that this interaction wasn’t up to our norms.

I was aware enough to know the situation was escalating, hence the store credit, then return without making additional requests to see what may or may not have been missing. What I felt were goodwill gestures, I believe, were taken as an attempt to blow you off. I was sincerely just trying to turn a bad situation into at least a neutral if not positive experience. All of our customers deserve no less, including you.

Thank you for reaching out to let me know that you are feeling better about this, and again I really wish it had gone better.

Thanks
Kent