Need fast help

[Shookmr]

Just an update,

The company got in contact with me first thing this morning and has exceeded all of my expectations to fix the situation! They are sending out 4 females today at no extra charges or shipping. I now have 3 handsome Male Lyretails that will need a new home free of charge. If anyone is near me and wants one they are up for grabs. If not, I will take them to my LFS.

Also, thank you to those of you who offered helpful suggestions when my head wasn’t working properly and willingness to help out @MoshJosh @KrisReef

Here is a terrible photo of one of the studs up for grabs.

 

[Eric Cohen Verified Sponsor]

Just an update,

The company got in contact with me first thing this morning and has exceeded all of my expectations to fix the situation! They are sending out 4 females today at no extra charges or shipping. I now have 3 handsome Male Lyretails that will need a new home free of charge. If anyone is near me and wants one they are up for grabs. If not, I will take them to my LFS.

Also, thank you to those of you who offered helpful suggestions when my head wasn’t working properly and willingness to help out @MoshJosh @KrisReef

Here is a terrible photo of one of the studs up for grabs.

That is the right thing to do! Glad it worked out!

 

[saltwaterfish.com Verified Sponsor]

First and foremost, the customer was absolutely correct to bring this to our attention. The listing was not accurate, and we take full responsibility for that.

As soon as we became aware of the issue, we addressed it directly with our customer and took immediate steps to make sure our team understood what went wrong and how to prevent it from happening again. This includes a discussion with staff as to how we handle this type of issue.

We have also corrected the listing so that future customers receive accurate information and know exactly what to expect when ordering.

We are sending out female anthias at no expense to our customer.

As for the male fish involved, they are being donated to a local fish store or are being rehomed; at the customer's discretion as he mentioned above. This is our standard protocol in situations like this and ensures the fish are appropriately cared for.

Mistakes happen, but how we respond to them matters. We took responsibility, we took action, and made things right with our customer. That is the standard we expect of ourselves and the standard our customers should expect from us.

 

[Kooma]

It would be interesting to know how the situation transpired and whats being done to prevent it from happening again to a unknowing or unsuspecting reefer.

 

[saltwaterfish.com Verified Sponsor]

It would be interesting to know how the situation transpired and whats being done to prevent it from happening again to a unknowing or unsuspecting reefer.

Hello
I think I posted a follow up at the same time you posted. I shared the details and that everything has been resolved and fixed so that it doesn't happen again.

 

[Ridgeback1]

Hello
I think I posted a follow up at the same time you posted. I shared the details and that everything has been resolved and fixed so that it doesn't happen again.

Same thing happened to me this week and they are working with me now also to figure it out--they have been highly responsive and engaged throughout.

 

[MichaelReefer]

Also I’m in 29 Palms. Right beside Joshua Tree.

Dang, I'm up by Sacramento, otherwise I would buy one off you.

 

[Shookmr]

Same thing happened to me this week and they are working with me now also to figure it out--they have been highly responsive and engaged throughout.

If this is how they take care of customers then I have no issues continuing doing business with them. If anything I’m more willing. I just tried them for the first time when I found out their warehouse was only a few hours from me and would be less stressful on the fish. Hope it works out for you!

 

[Shookmr]

Dang, I'm up by Sacramento, otherwise I would buy one off you.

Dang! I go up there a good bit too because my brother in law is out there. Always make a pitstop at Harris Ranch for that tritip sandwich!

 

[saltwaterfish.com Verified Sponsor]

Same thing happened to me this week and they are working with me now also to figure it out--they have been highly responsive and engaged throughout.

I went through all of our orders for this week and it looks like these were the only two affected. I'm the one who goes through our orders and since it was a listing error, I thought nothing of it. People always buy groups of anthias; very common. Had it shown a group of males, I'd have reached out to make sure people knew what they were doing. Sorry for the trouble on this. I think we have you both all set.

 

[Shookmr]

Final Update from me. I recieved the 4 females today as promised and they are beautiful chunky little ladies. Thanks again @saltwaterfish.com for helping me out! Your customer service is top notch!