Receiving Coral w/o a heat pack

[fluffynemo]

Hi reefing friends,

Today was a really sad day for me. I hadn’t ordered any corals for almost a year due to a recent move, but I finally saved up enough to buy a dream coral piece. I won’t mention the price, but it was a lot.


I struck a deal with a well-known reefer I’ve been buying from for years. I was told winter shipping wouldn’t be an issue, so I didn’t give it a second thought—even though I normally always ask to confirm a heat pack and proper insulation.

Unfortunately, the UPS gods had other plans and the package was delayed by a day. I chatted with the seller and was told, “Don’t worry, it’ll be Gucci.” The next day, I literally flagged down my local UPS driver and picked it up directly.

When I opened the box, I was shocked and horrified—there was no heat pack, and the corals were reading below 50°F. I immediately contacted the seller and sent photos. They said they’d send a replacement by the end of the year, but I had to fight just to get 50% refunded, because they claimed it was UPS’s fault and that everything would’ve been fine if it had arrived on time.

For context: my destination temps were in the single digits, and the package passed through the Kentucky UPS hub where temps were also in the single digits.

So I’m asking you all—if this were you, would you ask for a full refund?

I’ve never received a winter coral shipment here in the Northeast without a heat pack. UPS delays are an uncontrolled variable, but not including a heat pack is controllable, and in my opinion would’ve resulted in the same outcome: dead corals.

What would you all do?
Thanks in advance,

A very deflated, non-fluffy reefer

 

[Isaac Alves]

I understand your frustration. I had a similar situation just happen with a delay, but the vendor did a good job to rectify.

Sounds like a bad packing job and delayed shipment. Partially the death is on them and they should replace or store credit. I wouldn’t expect more honestly.

Asking a small business to refund fully might be unreasonable. The risk to ship is on both parties. Unless their terms and conditions say they offer full refund for DOA.

 

[fluffynemo]

I understand your frustration. I had a similar situation just happen with a delay, but the vendor did a good job to rectify.

Sounds like a bad packing job and delayed shipment. Partially the death is on them and they should replace or store credit. I wouldn’t expect more honestly.

Asking a small business to refund fully might be unreasonable. The risk to ship is on both parties. Unless their terms and conditions say they offer full refund for DOA.

Thanks for your perspective. I only received the 50% back after I told them that they’d sent heat packs in the past.

 

[Sisterlimonpot]

Curious, what the coral was?

 

[steveschuerger]

Hi there. I live in the Boston area as well and I’ve always been nervous with winter deliveries. Honestly , you have a case for full refund. UPS issues notwithstanding, the thing didn’t come with heat packs. I’d say there’s a small but realistic chance that your delivery would still be alive if they’d popped a couple packs in with it even running late. Thats actually happened to me and because the corals had packs all but one made it. So yeah, seller should do right by you and offer the price of the coral in refund.

 

[fluffynemo]

Hi there. I live in the Boston area as well and I’ve always been nervous with winter deliveries. Honestly , you have a case for full refund. UPS issues notwithstanding, the thing didn’t come with heat packs. I’d say there’s a small but realistic chance that your delivery would still be alive if they’d popped a couple packs in with it even running late. Thats actually happened to me and because the corals had packs all but one made it. So yeah, seller should do right by you and offer the price of the coral in refund.

Thanks Steve and nice to meet you! Appreciate your perspective.

 

[steveschuerger]

Thanks Steve and nice to meet you! Appreciate your perspective.

Part of what helped I think was I called UPS and got them to to put it in a “climate controlled environment” and off of the usual spot that they’d keep it. Even 65-68 degrees is lots better than leaving it waiting on the loading dock for the next day. I even got FedEx to send it out on a late truck one time. I highly recommend trying the carriers customer service if it happens again.

 

[fluffynemo]

Curious, what the coral was?

Sorry, cannot disclose. The seller and I worked out an agreement: they hold 50% and get another frag ready by EoY and i pay them back the 50% when ready. I’m just wanting to get other reefers opinions.

 

[Sisterlimonpot]

Sorry, cannot disclose. The seller and I worked out an agreement: they hold 50% and get another frag ready by EoY and i pay them back the 50% when ready. I’m just wanting to get other reefers opinions.

That's unfortunate, I was hoping to help out.

 

[fluffynemo]

Part of what helped I think was I called UPS and got them to to put it in a “climate controlled environment” and off of the usual spot that they’d keep it. Even 65-68 degrees is lots better than leaving it waiting on the loading dock for the next day. I even got FedEx to send it out on a late truck one time. I highly recommend trying the carriers customer service if it happens again.

Thanks for this information. Unfortunately I tried calling UPS customer service, but I couldn’t get a hold of anyone I think due to the recent surge in delayed packages. They were just inundated with callers.

 

[code4]

It's February. Heat packs are a must most places. I spent way to much on one recently. It arrived still warm. It would have been ok even with a day delay.

Shelley

 

[Mebbid]

Curious, were the corals dead dead? Did you try to put them in a tank after temperature acclimation to see how they were?

I had a frag fall out of a bag in the car after a frag swap once (I bought a lot of corals there) during winter and I didn't catch it immediately. I temp acclimated it and put it in the tank when I realized one was missing and it did great. It was definitely around 50 degrees or so, id guess in the high 40s with how cold to the touch the bag was.

 

[fluffynemo]

Curious, were the corals dead dead? Did you try to put them in a tank after temperature acclimation to see how they were?

I had a frag fall out of a bag in the car after a frag swap once (I bought a lot of corals there) during winter and I didn't catch it immediately. I temp acclimated it and put it in the tank when I realized one was missing and it did great. It was definitely around 50 degrees or so, id guess in the high 40s with how cold to the touch the bag was.

Completely gone. Flesh was peeling off the skeleton and the bags were murky.

 

[Reef.]

Sorry, cannot disclose. The seller and I worked out an agreement: they hold 50% and get another frag ready by EoY and i pay them back the 50% when ready. I’m just wanting to get other reefers opinions.

Was it LPS or SPS?

Think it’s a fair offer to replace the coral but definitely not if it’s going to take a year, that is totally unreasonable.

A full refund should be offered, and as you say it’s a special coral, a store credit would not work for me but I guess credit vs cash would come down to the conditions of sale, if none stated then cash should be offered.

 

[fluffynemo]

Was it LPS or SPS?

Think it’s a fair offer to replace the coral but definitely not if it’s going to take a year, that is totally unreasonable.

A full refund should be offered, and as you say it’s a special coral, a store credit would not work for me but I guess credit vs cash would come down to the conditions of sale, if none stated then cash should be offered.

LPS, yeah a year is long time. It definitely hurts both sides.

 

[NeutronMan]

No heat pack during this winter is negligence in my opinion.

I’d demand a full refund or I’d name drop them here so the rest of us can steer clear of them.

Don’t forget: YOURE the customer! YOU call the shots here, not them.

Corals can most definitely make it through a one day delay if they are shipped correctly. Many of my corals are “delay” corals.

Waiting a YEAR? Heck no.

 

[billyocean]

End of year is right back in winter. Shipping late November-February is dicey every year. These days shipping overnight is dicey enough as is....much less with single digits. As someone who sells..I'd just refund the corals less the shipping cost and take your word that you'll purchase it when its ready later. If you dont end up buying...I'd sell it to someone else. But...some are more stringent than others

 

[mfinn]

I really try to not order corals or fish in the dead of winter here in the Pacific Northwest. But if I lived in Boston, it would be a absolutely no, even if a vendor says no problem. I'd just wait.

 

[dilligaf2929]

thats crazy its been cold all over every where this year to have no heat pack .man i feel for you i hope u get full refund

 

[Vested]

No heat pack right now is definitely crazy if thats the question lol, id even expect 2 packs right now.