Corals arrived after 4 days shipping - what to do with them?

[BeanAnimal]

Given the wording of the replacement policy, I would think your bank or CC company would likely do a charge back the for the dead corals.

• We do not give refunds. We send replacements and/or give store credit on future orders. We do not cover the shipping costs on replacements.

FWIW - If that is the way it is worded an attempt at a chargeback is dishonest. To that end, it won't likely be honored anyway. You agreed to terms and the CC will hold you to them as well.

The takeaway here (for everyone) is to read and understand the policy before ordering (from any vendor). If it as ambiguous, ask for clarification in writing. If you don't read, or don't ask then your woes are your own for making assumptions.

 

[Gribbles]

Nah I’m not mad. They dragged this simple shipping issue for three pages, tagging the vendor how many times and still complaining after a reasonable resolution was offered. I don’t have time for adults who want to behave like children when told they were offered a reasonable resolution. They can get the ignore button.

I'm sorry this thread has upset you this much. I'm just a random dude on the internet - not somebody who should be able to upset you so greatly. Nobody forced you to come into this thread.

Truly, I hope your day gets better.

 

[NanoNana]

FWIW - If that is the way it is worded an attempt at a chargeback is dishonest. To that end,. it won't likely be honored anyway. You agreed to terms and the CC will hold you to them as well.

They are telling him they will not replace the DOA’s u less he buys more. Their replacement policy does not cover that in anyway shape or form. I can promise you if I call visa and tell them this they will do a charge back. You can’t force me to spend more money to have my dead items replaced. I may have to pay the shipping cost but their guarantee promises replacement or store credit.

 

[Townes_Van_Camp]

Fact is, you can buy from anywhere you like.

You should like to buy as local as possible. It will reduce shipping problems. If you live in Florida find a Florida vendor. The Great lakes? Yeah we know vendors there. Northeast? yup. Even Oklahoma has a great vendor.

If we all know shipping sucks. If we all know the vendors (most anyway) do their part. We can help by trying to reduce the opportunity for delayed transit if possible.

Buy from an LFS and if what you want is so special you can't, get it from as close as possible. Sometimes that makes shipping cheaper also.

 

[VintageReefer]

It is industry standard to credit for doa items and buyer eats the shipping. Some companies may choose to go above and beyond industry standard, that’s their choice and it might be situational

But the norm is the shipper isn’t responsible for refunding shipping. You paid for an item to be shipped, they paid ups or whoever, late or not, it was delivered. A service was performed. If you want a refund on shipping go file a claim with ups and see how it works out

 

[NanoNana]

Fact is, you can buy from anywhere you like.

You should like to buy as local as possible. It will reduce shipping problems. If you live in Florida find a Florida vendor. The Great lakes? Yeah we know vendors there. Northeast? yup. Even Oklahoma has a great vendor.

If we all know shipping sucks. If we all know the vendors (most anyway) do their part. We can help by trying to reduce the opportunity for delayed transit if possible.

Buy from an LFS and if what you want is so special you can't, get it from as close as possible. Sometimes that makes shipping cheaper also.

3 hour round trip for me and I’m my dad’s primary are giver so it’s almost impossible for me to shop for anything anymore.

 

[NanoNana]

It is industry standard to credit for doa items and buyer eats the shipping. Some companies may choose to go above and beyond industry standard, that’s their choice and it might be situational

But the norm is the shipper isn’t responsible for refunding shipping. You paid for an item to be shipped, they paid ups or whoever, late or not, it was delivered. A service was performed. If you want a refund on shipping go file a claim with ups and see how it works out

I think his sticking point that is getting missed is they are telling him he has to do a NEW order and purchase even more coral and they will send replacements with his next order. They won’t just let him buy a shipping module and send him his replacements.

 

[Gribbles]

Fact is, you can buy from anywhere you like.

You should like to buy as local as possible. It will reduce shipping problems. If you live in Florida find a Florida vendor. The Great lakes? Yeah we know vendors there. Northeast? yup. Even Oklahoma has a great vendor.

If we all know shipping sucks. If we all know the vendors (most anyway) do their part. We can help by trying to reduce the opportunity for delayed transit if possible.

Buy from an LFS and if what you want is so special you can't, get it from as close as possible. Sometimes that makes shipping cheaper also.

Yea! I just got back from a newly opened LFS that looks really promising! Pretty excited!

 

[Gribbles]

I think his sticking point that is getting missed is they are telling him he has to do a NEW order and purchase even more coral and they will send replacements with his next order. They won’t just let him buy a shipping module and send him his replacements.

Correct, that's the issue

 

[BeanAnimal]

They are telling him they will not replace the DOA’s u less he buys more. Their replacement policy does not cover that in anyway shape or form. I can promise you if I call visa and tell them this they will do a charge back. You can’t force me to spend more money to have my dead items replaced. I may have to pay the shipping cost but their guarantee promises replacement or store credit.

The "future order" would be the corals with the credit applied. Buyer pays shipping. I don't see a requirement for additional purchases on the "future order". If that is the case then that is not a good policy, but I would still want to see it in writing on their site. One way or the other, I see chargeback thrown around all over these forums. Good luck, most are denied even when you have a reasonable case and become far more trouble than they are worth.

 

[BeanAnimal]

Correct, that's the issue

Is that the issue or is that you you are interpreting the wording. Are you saying with 100% certainty that they will not ship you the replacements with YOU paying the shipping unless you buy even more stuff from them?

 

[BeanAnimal]

I think his sticking point that is getting missed is they are telling him he has to do a NEW order and purchase even more coral and they will send replacements with his next order. They won’t just let him buy a shipping module and send him his replacements.

I just asked him... I want to see exactly where they said that and/or their policy stating that (I am not going to go look myself).

 

[NanoNana]

The "future order" would be the corals with the credit applied. Buyer pays shipping. I don't see a requirement for additional purchases on the "future order". If that is the case then that is not a good policy, but I would still want to see it in writing on their site. One way or the other, I see chargeback thrown around all over these forums. Good luck, most are denied even when you have a reasonable case and become far more trouble than they are worth.

Give store credit ON future orders. Replacements WITH future orders doesn’t appear in the guarantee. I don’t read that as you’ll only get replacement if you spend more money.

I don’t think they offered store credit to the OP. That would be the most simple way around it. Take store credit, wait for the next sale replace what you lost and be done with it.

I have never had visa refuse a chargeback. I’ve never had my bank refuse a chargeback. Now, I don’t ever request one until I have completely run out of options but in my experience CC’s side with their customer. Our experiences differ and that’s okay.

 

[braaap]

No. They would put the original packaging in a large plastic bag then put that in a new box.

Take pictures of the box, the shipping label, all of the contents. Do not toss anything. Bag it up, and stick it on your porch because UPS will want the option to “inspect the contents “. You bough $100 in shipping liability when you purchased shipping. Be sure to file a claim with UPS and get your $100 too.

UPS doesn’t insure live animals. So you can’t make a claim. Says as such in their terms.

I’ve never had UPS give me a reason. However, UPS does owe you your shipping cost back as well as that $100. That will cover your first shipping payment and the monetary payment will cover your next shipping charge.

Why were you delayed so long? 4 days is a lot.

They kind of have the replacement thing and no shipping refund locked down tho.

• We guarantee live arrival. In the unlikely event of a DOA (Dead on Arrival), we will need a clear digital picture within 2 hours of delivery. E-mail the picture/s to [email protected].
• We do not give refunds. We send replacements and/or give store credit on future orders. We do not cover the shipping costs on replacements.

They don’t owe him shipping. Their overnight is not guaranteed anymore. Ever since Covid. I believe the only guarantee service is 1 Day before 10am. And that is offered in limited areas.

This is not true. Ive never had an issue with fedex and the companies that use them have never had an issue. UPS on the other hand always has an issue with something. And just so you know when customers talk to UPS they blame the seller and tell customers its all up to the seller (as far as being held at a location, delays, ect). I wish companies would use feedback from people and quit defending UPS when there is one issue after another.

It is true. UPS had issues out of there. It happens.

It’s also true that FedEx typically has more issues on their overnight service. Hence why virtually every vendor switched to UPS after Covid because FedEx couldn’t get their crap together.

 

[Gribbles]

Interpret that how you will

 

[Gribbles]

Also, the purchased value of the corals that died was ~$120. Their store credit offer is for $100

 

[BeanAnimal]

Interpret that how you will

I read that as they will replace the specific coral, you order it and pay shipping.

OR

You choose other items and pay shipping and they will give you $100 credit toward those items.

But I am not the customer, you are. So, you need to ask for clarification instead of guessing what they mean.

 

[Gribbles]

I just got off the phone with them and they agreed to refund the order. I've received the refund confirmation.

Thanks all for your input, both the good and not-so-good. Thank you AquaSD for the resolution

Happy Reefing, all

 

[Naekuh]

Store credit for dead livestock is very fair. No one refunds shipping. That is the risk of buying livestock online and well known.

ABSOLUTELY NOT!

Then give us the option to select carrier of our choice.
We are snowballed into using the carrier the store feels is best for them and not us.

If we have to assume the liability of shipping in the event of a bad shipment, then we deserve the right to select whatever carrier we wish which should also include UBER if your in the area.

 

[BeanAnimal]

ABSOLUTELY NOT!

Then give us the option to select carrier of our choice.

That adds cost - the vendor must maintain shipper accounts and contracts with two or more carriers and/or adhere to two or more sets of shipping standards, route considerations and other factors.

We are snowballed into using the carrier the store feels is best for them and not us.

As with their shipping and DOA policies, read and understand them and if you are not comfortable with the vendor, then don't patronize them.

If we have to assume the liability of shipping in the event of a bad shipment, then we deserve the right to select whatever carrier we wish which should also include UBER if your in the area.

You have no right to demand anything. You are entering into an agreement and accepting the terms of the agreement of your own accord. If you wish better terms then negotiate them (in writing) or seek a vendor with more agreeable terms.