Well about a month ago I decided to add possibly the last fish to my tank. I had wanted something different and relatively rare.
Back story:
I saw that ReefHotspot.com had Hawaiian Flame wrasses and I wanted a pair(male/female). I ordered them and they were shipped next or the day after and I was ready and excited to get these hot fish. Well UPS screwed up and left them at a sort facility down in Kentucky and they didn't make it on the plane. So I got immediately concerned now that hey look like they were going to be in transit for much longer then they should have been.
So I e-mailed Max/RHS about it and they to were concerned as well since UPS had updated the tracking to the next day which would mean more then 36+ hours in transit. RHS told me not to worry and if they arrive alive to acclimate them and that if anything happens to let them know and they would replace them with no issue. I got the fish about 38-40 hrs later and they were alive....Great I thought they made it threw all of that and with great excitement I acclimated them..
I left the lights off the whole day and that night I went to work happy but still worried about my fish. I come home that morning to 2 dead fish on the bottom of the tank.
So I contacted Max at RHS and he said don't worry about it that they had some replacements.....Well after a few issues I talked to Max 3-4 times over the phone and my replacements were on their way. Excited again I got the new ones and acclimated as suggested..... The male had to be one of the largest fish I had ever seen for a wrasse it was easily 6''. Well about a week after doing nothing but hiding and not eating I found him dead in the back of the tank.....So I was quite bummed but the female was still alive, well needless to say she died last week after doing nothing but hiding and eating only once.
I talked to Max/RHS and they said not to worry that the situation was an awkward one and that they would replace these ones as well 100%. I have talked to either Max or RHS staff more then fifty times either through e-mail or on the phone with them giving me tips that might help the past wrasses and or just updating them on the conditions. Each and every time I spoke to them they never once inferred that I was bugging them or they were tired of the situation with this order.
Today I received my new pair of Flame wrasses and all I can say is they are even better then the last 2 pairs. With in an hour of acclimation they were out eating and checking the tank out. They have not even tried to hide in the rocks at all I think unfortunately the third time was the charm....
I hate losing fish much less twice but RHS and Max(the owner) gave me comfort in the fact that they would work with me to get me a pair that would make it long term. I have never received customer service in the manner in which Max and RHS staff have given me. Not only do they stand behind their 14 day arrive alive guarantee but they will go the extra mile to make sure that the customer is satisfied......Personally I did not expect them to guarantee the second pair but they extended the arrive alive to them as well. I have had other vendors give me a call before but 4-5 calls to touch base and talk about possible issues with the fish in my possession or ones they were trying to get me is far and above typical customer service.....I for one will do business with RHS again and recommend them to each and everyone of you to do the same. In these days of dwindling customer service there is one company that should be the measure by which the standard is made and that's ReefHotSpot.com.....
Thanks again Max and RHS staff you have a customer for life.
James Wesley
Pics to come later.....
Back story:
I saw that ReefHotspot.com had Hawaiian Flame wrasses and I wanted a pair(male/female). I ordered them and they were shipped next or the day after and I was ready and excited to get these hot fish. Well UPS screwed up and left them at a sort facility down in Kentucky and they didn't make it on the plane. So I got immediately concerned now that hey look like they were going to be in transit for much longer then they should have been.
So I e-mailed Max/RHS about it and they to were concerned as well since UPS had updated the tracking to the next day which would mean more then 36+ hours in transit. RHS told me not to worry and if they arrive alive to acclimate them and that if anything happens to let them know and they would replace them with no issue. I got the fish about 38-40 hrs later and they were alive....Great I thought they made it threw all of that and with great excitement I acclimated them..
I left the lights off the whole day and that night I went to work happy but still worried about my fish. I come home that morning to 2 dead fish on the bottom of the tank.
So I contacted Max at RHS and he said don't worry about it that they had some replacements.....Well after a few issues I talked to Max 3-4 times over the phone and my replacements were on their way. Excited again I got the new ones and acclimated as suggested..... The male had to be one of the largest fish I had ever seen for a wrasse it was easily 6''. Well about a week after doing nothing but hiding and not eating I found him dead in the back of the tank.....So I was quite bummed but the female was still alive, well needless to say she died last week after doing nothing but hiding and eating only once.
I talked to Max/RHS and they said not to worry that the situation was an awkward one and that they would replace these ones as well 100%. I have talked to either Max or RHS staff more then fifty times either through e-mail or on the phone with them giving me tips that might help the past wrasses and or just updating them on the conditions. Each and every time I spoke to them they never once inferred that I was bugging them or they were tired of the situation with this order.
Today I received my new pair of Flame wrasses and all I can say is they are even better then the last 2 pairs. With in an hour of acclimation they were out eating and checking the tank out. They have not even tried to hide in the rocks at all I think unfortunately the third time was the charm....
I hate losing fish much less twice but RHS and Max(the owner) gave me comfort in the fact that they would work with me to get me a pair that would make it long term. I have never received customer service in the manner in which Max and RHS staff have given me. Not only do they stand behind their 14 day arrive alive guarantee but they will go the extra mile to make sure that the customer is satisfied......Personally I did not expect them to guarantee the second pair but they extended the arrive alive to them as well. I have had other vendors give me a call before but 4-5 calls to touch base and talk about possible issues with the fish in my possession or ones they were trying to get me is far and above typical customer service.....I for one will do business with RHS again and recommend them to each and everyone of you to do the same. In these days of dwindling customer service there is one company that should be the measure by which the standard is made and that's ReefHotSpot.com.....
Thanks again Max and RHS staff you have a customer for life.
James Wesley
Pics to come later.....
