jennie8200
New Member
Let me start by saying that my husband and I have had a saltwater fish tank for the past 6 years. In those 6 years my husband has tried to talk me into ordering fish online, and I have always refused saying how would they ever make it to us alive. After much research he discovered saltwaterfish.com and saw that many people were happy with their purchases so finally I caved and we placed an order this past weekend.
The order left florida yesterday evening and showed up on time this morning less than 24 hours later to our house in Illinois. My husband met the delivery man at the door and got the box from him before it even hit our porch. My husband and I were as excited as kids on Christmas morning as we opened the box. First he pulled out the Clarkii Clownfish, right away I could tell it was dead, still I ask, "Is it dead?" My husband doesn't answer me but pulls out the other fish we had bought, a Lunar Wrasse, again I can tell but I ask anyways, "Is that one dead too??" He feels the bags and finally speaks telling me that the water is ice cold. He searches through the box, no heat packs at all. We live in Illinois, it is the middle of winter, and was 20 degrees outside when the fish arrived, why in the world would they send these poor fish with no heat pack?
So my husband calls the phone number and a rather rude lady tells him to go online and fill out the DOA return form and to attach a picture. We start the process but I tell him that I really don't want the refund I want the fish. So he calls back and talks to a much nicer lady who says to fill out the form and then we will be contacted about options and that usually they would rather keep a happy customer and send us more fish. So we do the form and an hour later the money for the fish only was refunded to my paypal with no contact from saltwaterfish.com about options.
What really gets me is that we totally understand that fish die and that if by some act of god one of the fish didn't survive the trip here that we would be out the shipping, we were accepting of that. But this was not an act of god, this was shipping error that someone at saltwaterfish.com packaging made. By not putting heat packs in the box they were signing those fish's death warrants, they were most definitely sending us dead fish. Where is the customer service in this. Had they appologized to us, and either refunded the whole amount or resent us live fish, we could have gone on and bought many more fish and corals from them in the future. I am so appalled at saltwaterfish.com's service that I will never make a purchase from them or recommend them to anyone as it stands right now.
The order left florida yesterday evening and showed up on time this morning less than 24 hours later to our house in Illinois. My husband met the delivery man at the door and got the box from him before it even hit our porch. My husband and I were as excited as kids on Christmas morning as we opened the box. First he pulled out the Clarkii Clownfish, right away I could tell it was dead, still I ask, "Is it dead?" My husband doesn't answer me but pulls out the other fish we had bought, a Lunar Wrasse, again I can tell but I ask anyways, "Is that one dead too??" He feels the bags and finally speaks telling me that the water is ice cold. He searches through the box, no heat packs at all. We live in Illinois, it is the middle of winter, and was 20 degrees outside when the fish arrived, why in the world would they send these poor fish with no heat pack?
So my husband calls the phone number and a rather rude lady tells him to go online and fill out the DOA return form and to attach a picture. We start the process but I tell him that I really don't want the refund I want the fish. So he calls back and talks to a much nicer lady who says to fill out the form and then we will be contacted about options and that usually they would rather keep a happy customer and send us more fish. So we do the form and an hour later the money for the fish only was refunded to my paypal with no contact from saltwaterfish.com about options.
What really gets me is that we totally understand that fish die and that if by some act of god one of the fish didn't survive the trip here that we would be out the shipping, we were accepting of that. But this was not an act of god, this was shipping error that someone at saltwaterfish.com packaging made. By not putting heat packs in the box they were signing those fish's death warrants, they were most definitely sending us dead fish. Where is the customer service in this. Had they appologized to us, and either refunded the whole amount or resent us live fish, we could have gone on and bought many more fish and corals from them in the future. I am so appalled at saltwaterfish.com's service that I will never make a purchase from them or recommend them to anyone as it stands right now.
