first not great order from SWF

saltn00b

saltn00b

Active Member
so wednesday i got yet another order from swf.com. i have never had a problem with any shipment from them, and i have bought hundreds in live stock from them before.
one thing i have learned is to specify exactly what you want...
anyway one of the fish i ordered was a juvenile copperbanded BF. ( i was so excited for this guy) but when i got him out of the bag and into the acclimation bucket, his coloration was almost black it was so darkened, and his tail fin had missing flesh like a bite wound!
he lay in the bucket sideways and didnt move, just breathed very hard.
he aparently shifted positions like 3 times during this process, but never recovered, and was dead soon after entering the QT. this guy never had a chance!
i was always told SWF had a great customer service so im not sure what do, they already gave me the credit so WHEN i order another live stock order, they will send it with that one, but i already have my flame angel in the QT and wanted the copper banded BF in the QT for the same time period, so i now will likey have to get the BF from the LFS, because i dont have the money or need or space to order another hundred bucks in Live stock for my tank at this point! so far i have tried to see if they will credit me instead of resend the fish or even better, refund me because, although not DOA it was pretty damn close.
so far no reply on that request, what do you guys think?
 
S

sinner's girl

Guest
first time we ordered there was a mix up, (we requested no sig, since we wouldn't be home for a few hours (had class), but they requested sig, so our inverts sat overnight at fedex, some shrimp were dead, don't remember what else). Sinner contacted them, and they shipped our replacement for the dead inverts right out, no waiting till next order. IMO, that's just to get you to order again.
I'd want the replacement shipped out now, or a refund or I won't order again.
 
saltn00b

saltn00b

Active Member
thats what im saying! but these guys dont give a phone number out... they didnt even reply the first day when i had a question about shipping the body back. but i did that today, regardless.
 
zman1

zman1

Active Member
Just maybe they are trying to run you a new one down. They are showing out of stock on their fish page.
 
zman1

zman1

Active Member
Here is the WHOIS report - Phone number 772-462-0203
Registrant:
RJR CONSOLIDATED
920 Valley Lane
Fort Pierce, FL 34946
US
Domain Name: SALTWATERFISH.COM
Administrative Contact, Technical Contact:
Manager, General fish@saltwaterfish.com
920 Valley Lane
Fort Pierce, FL 34946
US
772-462-0203 fax: 123 123 1234
Record expires on 10-Feb-2012.
Record created on 10-Feb-1999.
Database last updated on 18-May-2006 15:15:04 EDT.
Domain servers in listed order:
NS1.DATAPIPE.NET 64.27.65.13
NS2.DATAPIPE.NET 64.27.64.76
Registry Status: REGISTRAR-LOCK
Registry Status: clientTransferProhibited
Registry Status: clientDeleteProhibited
Registry Status: clientUpdateProhibited
 
S

sinner's girl

Guest
good luck with the phone, that's how sinner got the number, but I don't think we ever got to talk to someone...
 
nm reef

nm reef

Active Member
Originally Posted by saltn00b
haha good call but how quickly are they gonna lock this thread now i wonder?
At this point I see no need to close the thread.
There are steps to follow if there are problems with a order. As far as I know they are available to anybody making a order. If you don't like the arrangements or if you have a problem with the procedures go elsewhere.
In the case of the dead fish it is my understanding that the host will issue a credit that will be filled on the next order. Myself I have no problem with that. If that is not suitable then by all means establish your own on-line business and create better conditions and policys....for the life of me I'll never understand why some people find it appropiate to forever complain.
 
saltn00b

saltn00b

Active Member
well i dont feel im complaining here, reef.
i am just posting my situation and looking for any advice from other shoppers that have had similar experiences, and can shoe me in the right direction. and some have done so, and i appreciate there input. if that is me 'finding it appropriate to forever complain' , then...i guess you are right, but i wouldnt want to see what you think of me complaining.
what does telling me 'if i dont like it go elsewhere' accomplish? maybe we can stick to posts that are more construcitve?
from a business stand point they lose nothing by offering me a credit, for my next order. as opposed to being forced to recieve the same item. by not doing so, then they lose a customer....possibly
 
moby

moby

Member
If that is not suitable then by all means establish your own on-line business and create better conditions and policys...
NM reef, that was a little out of line don't you think? I understand that a times we all get frustrated with bad shipping experiences and even the (rare) occasion when the product is not exactly as expected, but that was snotty.
IMHO, I think the complaining was in no way excessive and your response was not warranted.
If you are feeling irritated with someone asking a legitimate question, maybe a little restraint should be excercised and rethink the response to fit the circumstance.
It is the freedom of every customer to voice concern or disatisfaction when it is percieved, and the responsibility of every retailer to handle it in whatever fashion suits them, however, if handled inappropiately expect to loose business and remember customers communicate good service as well as bad.
Question, as a moderator, do you speak for SWF company policy? Because if you do and I were your boss your comments would land you in trouble at my place of business.
Moby
 
vanquish

vanquish

Member
I completely agree, you were out of line. saltn was completely within his right to make this complaint, and no offence but you came down on him self-righteously.
I too would like to know if you speak for the management of saltwaterfish.com In fact, I would like to know what exactly is the relationship of the moderators on this site to SWF, if you all just moderate the boards or if you actually work for the business. I too would have something to say to you if I was your boss, and you spoke to a customer like that! Its just bad business.
 
vanquish

vanquish

Member
That’s my impression too, which is why I am so surprised NM Reef would respond so deliberately and defensively... hopefully he will read this developing thread or another moderator will and explain.
 
rach4194

rach4194

Member
I do agree NF was a bit out of line especially since saltn00b did state he has bought hundreds of dollars in livestock and also never had ANY problems with a shipment till now.
I do think they should refund his money. Yet on the other hand these moderators deal with hundreds of posts and I'm sure complaints everyday. So maybe he's just havin a bad day.
:thinking: :happyfish
 
moby

moby

Member
Rach4194, no offense, really.
But his comments are not defendable. If it is part of his responsibility as moderator to listen/ monitor the communications on this forum (both good and bad) then he should maintain a certain degree of professionalism. Period.
Especially if he is representing the company hosting the forum which I am sure would frown on speaking to a customer in such a disrespectable manner.
Moby
 
vanquish

vanquish

Member
Exactly, just yesterday he closed a thread i was a part of because it became inappropriate. (rightly so i'll give him that) But what about unprofessional?
Where is he any way? Some mod needs to read this and give us a comment.
 
zman1

zman1

Active Member
IMO - This thread needs locked. It's gone from simple complaint to bad and worse. At this point there is no final outcome of the thread other than a full flame thread. Is it a full moon? I am kicking myself for even chiming in on the phone number.....
 
francisco5

francisco5

Member
If you order alot of anything, you are going to get/find a flaw. Surely these guys will make it right. I would have gave them more than one day, before trying to handle it in this manner.
"haha good call but how quickly are they gonna lock this thread now i wonder?"
This was not very "kewl"
Credit is better than my LFS
NM
 
tankslave

tankslave

Member
salt- You did say you got them wednesday, if that's this wednesday, today is thursday. Have you emailed them and requested a refund? And if so, give them a day or two to respond. I'm new here and not saying you are right or wrong but it seems there are literally thousands on this site and we don't know how many employees answer emails.
So since you acknowledged they have always done well by you in the past it couldn't hurt to give them a chance...at least 72 hours. They deal in fish & should totally understand you don't want to risk crashing your tank adding too many (as in another big order) things, too fast.
So what I'm saying is request a refund- give a day or two - then.........if they refuse trash em
 
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