Not a great experience

[MattyBoomBatty]

So, here's my experience with top shelf aquatics so far.

I put an order in on the website Wednesday evening with instructions for Thursday shipping for Friday delivery. I get an email on Thursday from Alex asking me when I'd like my order to be shipped. I think, well I already told them in the order notes, but I'll respond anyways. So I asked if he could ship out today (Thursday) for Friday delivery. He responded to this email that he could and would send confirmation in a bit. I get no confirmation on Thursday, and Friday rolls around and I'm not seeing any corals or an email. I send an email asking if the corals got sent out. No reply. Later that evening I send another email with no reply. Saturday I call the shop to figure out what's going on, still giving the benefit of the doubt, cause maybe Alex had an accident (god forbid) or some other situation. I talk to someone who says Alex is the only person who could help with my question, but he's not there (no mention of anything out of the ordinary). They say they'll send him a text and he'll send me an email. No reply.

If they couldn't get an order out on Thursday, I'd understand. However, the correct action is to inform the customer and reschedule for another delivery date. At this point I'm just guessing they didn't get sent, and I'm hoping they aren't just sitting in a fedex warehouse or something all melted and nasty.

So I haven't heard anything since Thursday about my order. I'm incredibly unimpressed with the service I've received from this store. I'm posting here because I thought maybe a public posting would help move things along, or at least get some warning out to members of this site. I'm also hoping that they can do something to turn around my first impression and earn my future business, but I'm not holding my breath.

 

[MattyBoomBatty]

Thanks for moving this to the correct forum. I'm new here...don't mind me :oops:.

 

[MattyBoomBatty]

I got in touch with Alex on Monday this week, and he apologized saying he sent me an email Thursday last week :rolleyes:, and when he was contacted on Saturday by the employee at the store, he thought the employee contacted me afterwards. Anyhow, huge communication break down, which is very frustrating. We were able to reschedule the shipment to come in today and I've gotten everything into the tank. It was packaged very well and everything looks nice, though I haven't seen them with the lights on yet. Most of the corals were pretty big for the price and well encrusted onto the frag plug, though a couple looked a little fresh. He threw in a cool little drip acclimator, but I'm not sure if that's part of normal shipment, or if it was for my troubles. Overall, it was a nice shipment of coral, and if I could forget about the communication issues, I'd be very happy.