Opinions on this vendor response?

[skinz78]

You aren’t crazy man. The seller’s response was definitely not one that would ever lead to me buying from him. Even though he agreed to honor it if you jump through his hoops, no honest businessman spends 3/4 of an email pushing blame on the shipping company and quoting fine print. That’s a last resort maneuver. If there was some big heated exchange prior to this and this was his last resort - I’d get it. As a response to an opening email.. unacceptable.

Let the others on here championing his response give him their business. I’ll be avoiding this vendor like he has COVID.

Idk, I guess there are only a few of us left that believe in customer service. If they sell shipped live goods insurance should be included in the shipping costs. I have no issues with sending them photo even though they agreed with me that the corals are dead now.

I guess I'm just an average arm chair quarterback and I'll be staying with my tried and true vendors from here on out that I've dealt with over the years

 

[Reefing102]

While I understand the email, I also understand where your coming from. It’s all in how it is read and interpreted. To me, that’s a pretty decent response but also a very direct response. It’s not a cushy bubbly response.

That said, I don’t think he’s saying the package wasn’t insured, but that they’re trying to add an additional insurance option that a customer can purchase that covers shipping delays and other things outside of the vendors control and they will handle everything else. Although the photos thing will likely still come into play too.

If you wish to share the vendor you can, if not, that’s up to you. But I have found like others, the initial policy is a very common policy among vendors

 

[BroccoliFarmer]

I wonder if the vendor offered additional insurance options? And if they did, would buyer have purchased it. Hard to tell without knowing the detais.

 

[PacificEastAquaculture]

With the exception of Live Aquaria..I believe that Literally every live stock vendor on here has said policy. Some make more exceptions but they could..but willing to bet this is part of all terms and conditions.

Ok. I did a quick check..not ALL of them are this way..but many of them are. I guess Caveat Emptor

Guarantee Policy

Guarantee Policy We offer a 100% worry-free live arrival guarantee Shipping We ship with UPS which has been a very reliable company for us for many years but sometimes problems do occur so to provide added “peace of mind” for our customers we have decided to utilize the UPS Capital insurance...

pacificeastaquaculture.com

There is insurance that covers the shipping cost as well as livestock losses if there is a delay for any reason.

Pacific East Aquaculture Case Study

Insuring Pacific East Aquaculture’s high-value coral.

upscapital.com

 

[skinz78]

You aren’t crazy man. The seller’s response was definitely not one that would ever lead to me buying from him. Even though he agreed to honor it if you jump through his hoops, no honest businessman spends 3/4 of an email pushing blame on the shipping company and quoting fine print. That’s a last resort maneuver. If there was some big heated exchange prior to this and this was his last resort - I’d get it. As a response to an opening email.. unacceptable.

Let the others on here championing his response give him their business. I’ll be avoiding this vendor like he has COVID.

I wonder if the vendor offered additional insurance options? And if they did, would buyer have purchased it. Hard to tell without knowing the detais.

They didn't

 

[a.t.t.r]

vendors legally are fully responsible for your order getting to you as ordered. For dry goods this even includes cases where you didn’t purchase insurance. (Spoiler alert insurance is for the shipper not the shippee).

some rights you can not “sign away”.

simplest thing to do call you credit card and report not delivered as ordered and that you are attempting to return.

 

[BroccoliFarmer]

I'm out. Good luck everyone. I can see where this is going.

 

[Zoa_Fanatic]

I would not order from this vendor again. While it is not their fault that the package was delayed I gaurauntee any coral I sell to people locally as long as I have more frags for one week after they pick up. I’ve purchased from several locals that do the same. I get he’s covering you but that should be standard policy industry wide regardless of circumstances.

As far as shipping why should the buyer have to pay for shipping twice for a package they didn’t receive? One LFS near me had handled this by no longer using UPS or FedEx but a third party. Especially with outrageous prices some corals command how can you justify making the buyer pay a second shipping charge when their first one was for nothing? Major shipping companies care more about losing business from a coral vendor than they do from us

 

[flagg37]

vendors legally are fully responsible for your order getting to you as ordered. For dry goods this even includes cases where you didn’t purchase insurance. (Spoiler alert insurance is for the shipper not the shippee).

some rights you can not “sign away”.

simplest thing to do call you credit card and report not delivered as ordered and that you are attempting to return.

Do you have a source for this claim? I find it very doubtful that there would be a federal law to this effect. I could be wrong though so just supply the statute.

 

[Malcontent]

I wouldn't like being told to pursue a claim against UPS/FedEx knowing that only the shipper can do so.

 

[Malcontent]

simplest thing to do call you credit card and report not delivered as ordered and that you are attempting to return.

Unless you have a Chase credit card who often sides with the vendor...

 

[Chrisv.]

Guarantee Policy

Guarantee Policy We offer a 100% worry-free live arrival guarantee Shipping We ship with UPS which has been a very reliable company for us for many years but sometimes problems do occur so to provide added “peace of mind” for our customers we have decided to utilize the UPS Capital insurance...

pacificeastaquaculture.com

There is insurance that covers the shipping cost as well as livestock losses if there is a delay for any reason.

Pacific East Aquaculture Case Study

Insuring Pacific East Aquaculture’s high-value coral.

upscapital.com

Wow. Are all pacific east packages in insured this way? Is it an added line item like a box charge?

This must make it way easier for seller's to provide helpful resolutions to difficult situations.

 

[davidcalgary29]

All of my problems have arisen from shoddy shipping policies and poorly-trained courier employees, and not livestock vendors. I've had one FedEx order screwed up because the agent didn't believe that they could ship livestock, and then ranted at me instead of working things out with the shipper.

I had another order arrive, mostly DOA, because it took three days for the courier to ship in-Province (at the expedited rate). In that case, the courier (Purolator) refused to accept responsibility for anything and didn't even refund the shipping fees. I've dealt with the vendor many times, and he's great, so I couldn't let him eat the cost, even though he offered to do it. I live in a remote area, and the option is either a ten-hour drive and two hundred dollars in gas costs, or elevated shipping fees. Unfortunately, shipping remains the most reasonable option.

 

[PacificEastAquaculture]

Wow. Are all pacific east packages in insured this way? Is it an added line item like a box charge?

This must make it way easier for seller's to provide helpful resolutions to difficult situations.

We insure all packages we ship and absorb that cost. When there is a claim, we deal with it, not the customer.

 

[Chrisv.]

We insure all packages we ship and absorb that cost. When there is a claim, we deal with it, not the customer.

That is very impressive and professional. Can’t wait to place an order with you one of these days.

 

[brightlifeaquaculture]

I don’t understand how your problem is that the vendor told you they are working on in insurance policy, that very few like Pacific East have, since Covid shipping has changed drastically in terms of delays and yes I think vendors should evolve to insured packages or at least have the options but before purchasing if you don’t like their policy or etc don’t order from them and the vender is breaking his policy to credit you and yet your still upset

 

[brightlifeaquaculture]

Idk, I guess there are only a few of us left that believe in customer service. If they sell shipped live goods insurance should be included in the shipping costs. I have no issues with sending them photo even though they agreed with me that the corals are dead now.

I guess I'm just an average arm chair quarterback and I'll be staying with my tried and true vendors from here on out that I've dealt with over the years

Only a few that belive in customer service??? stated that their policy doesn’t cover carrier delays and decided to cover it anyways, and stated they are working to add insurance. Before Covid there were minor delays in packages for these businesses so the insurance wasn’t necessary as they were so low they can take care of the customer, like reef chasers did, now with so much more delays they are trying to get an insurance plan, how is that bad customer service? Im just trying to understand where they went wrong

 

[polyppal]

Sounds legit. Its always a roll of the dice ordering livestock this time of year anyways

 

[Juniorh2r]

Most vendors resend. And Adam from Battlecorals is one of the best vendors I've dealt with for sps! Good luck hope you get that sorted out!

 

[Reefing102]

Only a few that belive in customer service??? Reef chasers stated that their policy doesn’t cover carrier delays and decided to cover it anyways, and stated they are working to add insurance. Before Covid there were minor delays in packages for these businesses so the insurance wasn’t necessary as they were so low they can take care of the customer, like reef chasers did, now with so much more delays they are trying to get an insurance plan, how is that bad customer service? Im just trying to understand where they went wrong

I don’t think he mentioned reefchasers (unless I missed it). I know another member did in response to a different question but didn’t think Skinz had posted the vendor