Trommell
Community Member
Hey guys,
Just wanted to give a first hand experience I am having with Dr.ReefsQuarantinedFish. I placed an order with Dr.ReefsQuarantinedFish on June 2nd, 2022 for 2 Black Storm Clownfish, 2 Banggai Cardinals, and 1 Orchid Dottyback. I received confirmation my order had been placed on the same day. The following day, June 3rd I received another email updating me "Your order is now Livestock Acquired & being QT'ed."
So far so good and I was settling in to wait. Based on the information available on their website, as shown below, I was expecting 1-2 weeks before some of the fish would be shipping with understanding it could be much longer if the fish happen to be out of stock and the specimens did not fair well in quarantine.
Once the first couple weeks passed, without any further contact from Dr. reef, I deduced the fish will be in quarantine for at least 30 days since he must not of had the fish available and had to acquire for the order. As we were approaching the 30 day mark of the quarantine process, June 29th, I reached out and called Dr.reefs number from his website to inquire on my order. My call was answered quickly and the representative informed me my order was nearing the end of quarantine and the Fish were being scheduled to ship the following week and to wait for the payment link. An email had also arrived about 2 hours prior to my call that I was unaware of at the time as shown below. On the email it states "Payment link will be sent few days prior to shipping".
I was elated and began religiously checking my email for the payment link dozens of times per day. No further communications came. So I waited until after the holiday and sent an email to the vendor inquiring about the payment link. An email response comes 3 hours later and says,
"Hi
We sent you an invoice to pay but you didn't pay so it got cancelled due to non-payment.
We will send you an invoice again on the weekend.
Thank you"
I responded informing the vendor we did not receive a payment link and requesting to get the link sent so we can still ship this week and have yet to receive a response. I also called the vendors number again today as soon as they opened today (2pm central time) to attempt to resolve this however the customer service this time was atrocious. The representative told me the order had been canceled due to non pay and when I attempted to speak the representative would not stop talking over me to the point I was not able to convey anything to them. I told the representative that it was impossible to understand him while he was talking over me and asked if we could take turns speaking, to which to representative continued to speak over me during the question just repeating he would relay the message to Mike.
A single email, phone call, text message anything would have sufficed to remedy this issue before canceling an order. Just a note to reach and say "hey we haven't received your payment yet and will cancel your order if not received by x" but you sent zero communications.
I am not happy.
Just wanted to give a first hand experience I am having with Dr.ReefsQuarantinedFish. I placed an order with Dr.ReefsQuarantinedFish on June 2nd, 2022 for 2 Black Storm Clownfish, 2 Banggai Cardinals, and 1 Orchid Dottyback. I received confirmation my order had been placed on the same day. The following day, June 3rd I received another email updating me "Your order is now Livestock Acquired & being QT'ed."
So far so good and I was settling in to wait. Based on the information available on their website, as shown below, I was expecting 1-2 weeks before some of the fish would be shipping with understanding it could be much longer if the fish happen to be out of stock and the specimens did not fair well in quarantine.
Once the first couple weeks passed, without any further contact from Dr. reef, I deduced the fish will be in quarantine for at least 30 days since he must not of had the fish available and had to acquire for the order. As we were approaching the 30 day mark of the quarantine process, June 29th, I reached out and called Dr.reefs number from his website to inquire on my order. My call was answered quickly and the representative informed me my order was nearing the end of quarantine and the Fish were being scheduled to ship the following week and to wait for the payment link. An email had also arrived about 2 hours prior to my call that I was unaware of at the time as shown below. On the email it states "Payment link will be sent few days prior to shipping".
I was elated and began religiously checking my email for the payment link dozens of times per day. No further communications came. So I waited until after the holiday and sent an email to the vendor inquiring about the payment link. An email response comes 3 hours later and says,
"Hi
We sent you an invoice to pay but you didn't pay so it got cancelled due to non-payment.
We will send you an invoice again on the weekend.
Thank you"
I responded informing the vendor we did not receive a payment link and requesting to get the link sent so we can still ship this week and have yet to receive a response. I also called the vendors number again today as soon as they opened today (2pm central time) to attempt to resolve this however the customer service this time was atrocious. The representative told me the order had been canceled due to non pay and when I attempted to speak the representative would not stop talking over me to the point I was not able to convey anything to them. I told the representative that it was impossible to understand him while he was talking over me and asked if we could take turns speaking, to which to representative continued to speak over me during the question just repeating he would relay the message to Mike.
A single email, phone call, text message anything would have sufficed to remedy this issue before canceling an order. Just a note to reach and say "hey we haven't received your payment yet and will cancel your order if not received by x" but you sent zero communications.
I am not happy.
