This is sort of just a rant, so I apologize if nobody cares. I'm just SO frustrated right now and I don't know what to do.
I buy almost all my fish from Live Aquaria's Divers Den. I've spent literally thousands of dollars with them for my fish. Things have been pretty reasonable. Expensive prices for some fish, but overall the quality has been reasonable and better than what I get from my LFS.
I purchased a Leopard Wrasse from them on February 12th. It was a Friday, so they didn't actually process the order until early the following week. Well by then that big storm was brewing, so I reached out and let them know that I would still be willing to accept the package if they shipped it out, but suggested that they delay it until the end of the week until the storm passed.
I received an email on February 16th stating that the shipping date was rescheduled for Wednesday February 17th. Cool! February 17th rolls around, no shipment email. 18th, nothing. 19th, nothing.
On February 23rd I send an followup email asking if there was an ETA on the shipment.
On February 25th I follow up again because I had still heard nothing.
Later in the afternoon on the 25th I received a response saying that they will try to get any shipments that were being held out by March 1st. The email also said, and I quote, "If you cannot receive your order on certain days, please call us at xxx-xxx-xxxx, email, or use our Live Chat feature".
Well, I was going to be out of town on 3/3 and 3/4, but would be back home early on 3/5. I immediately responded to the email letting them know that if they shipped on 3/1 that would be fine, but that I would be entirely unable to receive delivery of the fish on 3/3 or 3/4. If they were unable to ship on 3/1, they would need to hold it and ship it on 3/4 for a 3/5 delivery. I received an email back saying that the request was received.
Fast forward to 3/3. I get an email at 6:00PM saying that I have an overnight package being delivered for the morning of 3/4. WHAT?! No! You asked me when I would be unable to receive the shipment and I clearly said 3/3 and 3/4! I franticly send an email to support and try calling their support line, but by then they were closed for the day.
So now, the day before I'm set to arrive home, I have a live fish sitting outside my front door. That fish has the luxury of sitting there for the next 12 or so hours before it either suffocates, freezes to death, or chokes to death on the ammonia buildup in its bag. If it does miraculously survive, who knows what sort of damage it will have.
I still haven't received a response to my email asking why the heck they shipped it after asking me what days I wouldn't be available to receive it, so I hopped on their chat to speak with someone. And this was the most frustrating part.
I was expecting something along the lines of "We're sorry, yes this was a mistake, we'll credit you the cost of the fish if it's dead, or we'll extend the guarantee", or SOMETHING along those lines, especially since this fish is strangely considered "expert only" which doesn't come with a guarantee after delivery. Instead, I was simply told over and over again that it's my responsibility to ensure that I'm available and that my frustration has been noted in my account.
WHAT!?
You people literally asked for days that I would be unavailable. I assume this was not just so you could make a pretty calendar of random customer's "unavailable" days. I assumed this was because you didn't want to send people a fish that they bought 3-4 weeks ago to sit outside their house and rot. But clearly that's not the case. Obviously if this was a normal situation and I purchased the fish and wasn't available several days after the purchase, that's on me. This was an unusual situation, though. I can't be expected to remain available indefinitely after they hold on to my shipment for nearly a month. And to essentially tell me that it's MY fault? That was about all I could take.
Really really REALLY disappointed in this company.
And on that note, what are some good alternative companies out there for livestock?
I buy almost all my fish from Live Aquaria's Divers Den. I've spent literally thousands of dollars with them for my fish. Things have been pretty reasonable. Expensive prices for some fish, but overall the quality has been reasonable and better than what I get from my LFS.
I purchased a Leopard Wrasse from them on February 12th. It was a Friday, so they didn't actually process the order until early the following week. Well by then that big storm was brewing, so I reached out and let them know that I would still be willing to accept the package if they shipped it out, but suggested that they delay it until the end of the week until the storm passed.
I received an email on February 16th stating that the shipping date was rescheduled for Wednesday February 17th. Cool! February 17th rolls around, no shipment email. 18th, nothing. 19th, nothing.
On February 23rd I send an followup email asking if there was an ETA on the shipment.
On February 25th I follow up again because I had still heard nothing.
Later in the afternoon on the 25th I received a response saying that they will try to get any shipments that were being held out by March 1st. The email also said, and I quote, "If you cannot receive your order on certain days, please call us at xxx-xxx-xxxx, email, or use our Live Chat feature".
Well, I was going to be out of town on 3/3 and 3/4, but would be back home early on 3/5. I immediately responded to the email letting them know that if they shipped on 3/1 that would be fine, but that I would be entirely unable to receive delivery of the fish on 3/3 or 3/4. If they were unable to ship on 3/1, they would need to hold it and ship it on 3/4 for a 3/5 delivery. I received an email back saying that the request was received.
Fast forward to 3/3. I get an email at 6:00PM saying that I have an overnight package being delivered for the morning of 3/4. WHAT?! No! You asked me when I would be unable to receive the shipment and I clearly said 3/3 and 3/4! I franticly send an email to support and try calling their support line, but by then they were closed for the day.
So now, the day before I'm set to arrive home, I have a live fish sitting outside my front door. That fish has the luxury of sitting there for the next 12 or so hours before it either suffocates, freezes to death, or chokes to death on the ammonia buildup in its bag. If it does miraculously survive, who knows what sort of damage it will have.
I still haven't received a response to my email asking why the heck they shipped it after asking me what days I wouldn't be available to receive it, so I hopped on their chat to speak with someone. And this was the most frustrating part.
I was expecting something along the lines of "We're sorry, yes this was a mistake, we'll credit you the cost of the fish if it's dead, or we'll extend the guarantee", or SOMETHING along those lines, especially since this fish is strangely considered "expert only" which doesn't come with a guarantee after delivery. Instead, I was simply told over and over again that it's my responsibility to ensure that I'm available and that my frustration has been noted in my account.
WHAT!?
You people literally asked for days that I would be unavailable. I assume this was not just so you could make a pretty calendar of random customer's "unavailable" days. I assumed this was because you didn't want to send people a fish that they bought 3-4 weeks ago to sit outside their house and rot. But clearly that's not the case. Obviously if this was a normal situation and I purchased the fish and wasn't available several days after the purchase, that's on me. This was an unusual situation, though. I can't be expected to remain available indefinitely after they hold on to my shipment for nearly a month. And to essentially tell me that it's MY fault? That was about all I could take.
Really really REALLY disappointed in this company.
And on that note, what are some good alternative companies out there for livestock?
