Issues with shipment form Online Vendor

[Outlaw Corals]

All I see is one excuse after another. Kaleb, (you) have been running the show for MONTHS. The result is ALWAYS the same. You are also the only vendor I have ever seen that has had multiple complaints from people.

Either send the corals people buy from you in good condition or refund people their hard earned money. Problem(s) solved.

Repeatedly buying a shipping module is not the solution.

You should not have to keep buying shipping modules, or have to wait for any replacement, they should do the right thing since your replacement right away, and give you some store credit for all the money you had to waste on shipping, which at this point I doubt you would even use the free credit with them

 

[crazyfishmom]

Hi all, I really appreciate the support this post received but I think it’s starting to get super negative.

It’s difficult on both ends. There’s risk involved for both the buyer and the seller. I think we know that we want the vendor to look at their practices and streamline their customer service so this doesn’t continue to happen to any of us but I also firmly believe that there are people out there that will try to cheat the system and this leads certain vendors to pull too far back in an effort to stay in business.

A lot of people are likely to be mad that I’m making this comment. I’m only making it because I am glad that we are giving the topic thought but we are getting attention from the vendor on this. I would think that this is the goal of a post like this and that it will lead them to consider their practices. Continuing to demonize doesn’t help in my opinion.

Thank you all and thank you @AquaSD for considering the complaints and for trying to address them. Let’s make this a more positive two way conversation. Please and thank you.

 

[exnisstech]

I have also been contacted by @TeamAquaSD and offered a replacement of my two clams that shipped but died shortly after arrival. A refund for the clam not shipped is being processed. Things happen I get that and at this point it appears they are attempting to rectify things so I agree with @crazyfishmom that we should keep things civil and give them some time. My thread is below and I will update it for anyone interested.

Thoughts on vendor policy that issues store credit for items not shipped.

Back ground. I placed an order for 3 clams. The evening before shipping at 7:20pm I received an email stating one of the clams did not look good. At 7:23pm I received an email stating a replacement may be available. At 8:19pm I received an email stating the items have shipped. I received no...

www.reef2reef.com

 

[TeamAquaSD]

If this is general consensus about a vendor and a conversation among many people, I do not understand why R2R would delete or move the thread. These things need to be discussed so other members can decide for themselves. Obviously (then) the vendor has a chance to see how they are doing wrong by so many customers.

However, Maybe a negative rating score would also show a picture.

At a certain point it becomes a witch hunt where everyone gets their pitchforks and torches out and makes a big ordeal out of things. If it was just simple discussions and not people slandering reputations and talking trash then that would be fine. You can see in all of our vendor posts that anyone who has had an issue has had it taken care of and fixed.
We have taken everyones feedback from this past 6 months and have been trying to improve our system. The last thing I ever want to do is bad talk people but the last three customer service members have not taken care of our customres appropriately and for that we truely are sorry. I ( kaleb/manager ) will be going back to taking care of everyone via email or phone call again so that everyone will be taken care of in a timely fashion and appropriately.
Please feel free to email me at [email protected] and forward me the email chain if there has been any prior emails sent about any issue you felt was wrongly handled.
Again everyone, our sincerest apologies about our customer service as of late. It will be handled personally from now on.

 

[TeamAquaSD]

Hi all, I really appreciate the support this post received but I think it’s starting to get super negative.

It’s difficult on both ends. There’s risk involved for both the buyer and the seller. I think we know that we want the vendor to look at their practices and streamline their customer service so this doesn’t continue to happen to any of us but I also firmly believe that there are people out there that will try to cheat the system and this leads certain vendors to pull too far back in an effort to stay in business.

A lot of people are likely to be mad that I’m making this comment. I’m only making it because I am glad that we are giving the topic thought but we are getting attention from the vendor on this. I would think that this is the goal of a post like this and that it will lead them to consider their practices. Continuing to demonize doesn’t help in my opinion.

Thank you all and thank you @AquaSD for considering the complaints and for trying to address them. Let’s make this a more positive two way conversation. Please and thank you.

Thank you for this and I completely agree. As mentioned in my last post it certainly does become negative very quickly and I understand this was not your intention in creating this post. I hope what we discussed in our earlier phone call rectified the issue and the outcome was a positive one

 

[TeamAquaSD]

watch me: ₳QɄ₳ ₴Đ

no disappearance and I helped everyone out.

cheers to finding vendors who carry out fair business practices and exposing the ones who don’t.

Not sure what we did to upset you but feel free to send a pm and we can get things fixed I am sure.
As mentioned I am working to fix the breaks that the last couple customer service reps made and would love to show you what we truely are made of.

 

[NanoNana]

From what was discussed after the replacement order was shipped out I was under the assumption that this was resolved and you were happy with the items?
I sent a message on here if you would like to read that. I can certainly give you a call and discuss what we can further do to make sure you had a positive experience.

Kaleb, I was fine with you sending replacements. What I wasn’t fine with was seeing a toxic gator chalice for sale on the site the day after you said you didn’t have it.
You explained in a PM just now that your computer system was erroneously listing items that weren’t in stock.
I don’t want to hijack the OP’s thread with this but since you messaged me directly on the forum instead of just PMing me I’ll say this: sometimes you don’t know what you don’t know until you learn. All my corals had come from you guys as I am rather new to the hobby and I didn’t know what corals COULD look like on arrival until I ordered from a few other places. I actually posted a thread on here without mentioning vendor names asking for opinions about miles shipped and more hands on the boxes possibly being a reason I had difficulty with some corals and not others. I described for you in an email what I thought was an unusual but pretty chalice that you sent. What I have learned is that the chalice (and all the others) was badly retracted and what I was seeing was skeleton. I learned that after ordering a chalice from another vendor and having it arrive nice and plump. So I know more today than I did. I saw pretty colors and just thought it was all okay. I really had no recourse after the fact as I received replacements in an alive albeit less than healthy condition. And by then, I was just ready for it to be over because I, like so many others had to come to these forums to get resolution. That shouldn’t keep happening. It speaks volumes that everyone knows who someone is talking about based on description of the issue. And my satisfaction with some corals and lack of satisfaction with others has no bearing on that.
I have some gorgeous Duncan’s and mushrooms and zoas from you guys, and a few other pieces that are doing well. What will improve my experience is when I stop seeing these threads crop up so frequently. I can’t trust that my situation was a one time thing when I see it continuing and certainly can’t ask anyone else to accept it.

 

[Lavey29]

At a certain point it becomes a witch hunt where everyone gets their pitchforks and torches out and makes a big ordeal out of things. If it was just simple discussions and not people slandering reputations and talking trash then that would be fine. You can see in all of our vendor posts that anyone who has had an issue has had it taken care of and fixed.
We have taken everyones feedback from this past 6 months and have been trying to improve our system. The last thing I ever want to do is bad talk people but the last three customer service members have not taken care of our customres appropriately and for that we truely are sorry. I ( kaleb/manager ) will be going back to taking care of everyone via email or phone call again so that everyone will be taken care of in a timely fashion and appropriately.
Please feel free to email me at [email protected] and forward me the email chain if there has been any prior emails sent about any issue you felt was wrongly handled.
Again everyone, our sincerest apologies about our customer service as of late. It will be handled personally from now on.

But why is it necessary for a 5 page thread about your lack of customer service before you step in to make things right? The OP was a multi repeat customer of yours and yet you still failed on your customer service until you see a 5 page negative thread about your business. I have considered buying from your shop because I'm in so cal to but incidents like this speak volumes for me. I would have just called my bank and removed the charge after your initial denial of service. Just because you may have internal employee issues doesn't mean you screw over your repeat customers. That is a sure fire way to failing as a business.

 

[crazyfishmom]

Hi all,

Again. Thank you.

I think maybe try to reply to the vendor in private at this point. Again, it is clear that there’s a few things they need to work on. They’ve acknowledged that. It’s part of growing pains for any business. It’s awesome that they’re paying attention. It’s great that they’re willing to work with customers. Why don’t we give them the chance to work with all of us in private and resolve the specific issues. It’s not going to be overnight. It takes a lot to right a ship chat is taking on a little bit of water. I get that it comes down to frustration at this point. Let’s not get this post completely deleted because it went too negative. We have opinions but at this point it is really bordering on slander.

 

[VintageReefer]

 

[TeamAquaSD]

All I see is one excuse after another. Kaleb, (you) have been running the show for MONTHS. The result is ALWAYS the same. You are also the only vendor I have ever seen that has had multiple complaints from people.

Either send the corals people buy from you in good condition or refund people their hard earned money. Problem(s) solved.

Repeatedly buying a shipping module is not the solution.

We have been fixing that. Issues that are genuinely not the customers fault no longer are required to pay for shipping unless they want a refund in which case it is sent out immediately.

 

[TeamAquaSD]

Hi all,

Again. Thank you.

I think maybe try to reply to the vendor in private at this point. Again, it is clear that there’s a few things they need to work on. They’ve acknowledged that. It’s part of growing pains for any business. It’s awesome that they’re paying attention. It’s great that they’re willing to work with customers. Why don’t we give them the chance to work with all of us in private and resolve the specific issues. It’s not going to be overnight. It takes a lot to right a ship chat is taking on a little bit of water. I get that it comes down to frustration at this point. Let’s not get this post completely deleted because it went too negative. We have opinions but at this point it is really bordering on slander.

Well said. If anyone is wanting to discuss anything at all further I am all ears and here for it
Send a chat, send an email to the email address I mentioned prior, or give us a call at 1-858-565-1910. Would love to explain things and have a good conversation.

 

[crazyfishmom]

I wanted to write a note to close the loop on this thread.

Thank you AquaSD for following up on this and sourcing me a beautiful Holy Grail torch to replace the one that was missing! I also received other items from one of the recent sales and they were all in perfect condition.