My 1st Saltwaterfish.com ordering experience

[bj]

I just tried to place an order for a clean up crew with our sponsors. The website checkout process was not the easiest to deal with. I wanted a cleaner pkg. and tried to add on some other things. The process would not allow the add ons because the total did not exceed the minimum order amount without charging me another $38 for shipping. I then tried to find a phone # to call and add the add ons onto my order that way - wrong. No phone # anywhere. After sifting thru 12 pages of posts I found a #. After calling that # all it said was to go back to the site and order from there ! Not the most user friendly system out there guys. Needs some attention badly. I am not "flaming" this site either, I will attempt to complete this order because of your reputation for quality, and because I value the information from this board. But seeing this is my 1st dealings with your ordering system, I thought you should know my feelings. As to everyone else, I sent an email late last nite requesting a phone # to be given. As of 15 hours later I have yet to receive that repsonse. I will keep everyone updated as to this order from now until delivery as a courtesy. Again, this is not a negative post, simply a running account of my experiences so far.
(Running an internet business myself, I know how important feedback is for one's website)

 

[broomer5]

I'm convinced that saltwaterfish.com is an exceptional online source for both livestock and dry goods, and I'm sorry to hear that you feel the way you do.
I've never had any problems placing an order online, although I didn't try adding on other things to the order. I've always received my shipments in a reasonable amount of time from my placing the order, at what I considered a fair price.
I assume you emailed them at info@saltwaterfish.com, and I'm sure you will get a response.
If you are looking at getting some exposure to your complaint - well you have succeeded.
Personally I think it may have been best to just email the owners - rather than posting your story here.
If I am unhappy with service or quality of my meal at a restaurant - I take it up with the manager or owners. I do not stand up in the place and say to all the other folks eating there, or waiting in line - that I am unhappy and want to publicly complain.
Not necessairily knocking you for doing it - I do agree that feedback, be it good or bad, should be reported back to those responsible for customer satisfaction - I just don't agree that stating your complaint in a public forum is the most tactful way of doing so.
And I disagree with you on this not being a negative post.
The owners, although they do occasionally read these posts, rely on the moderators to watch over things somewhat.
I do not feel it is the moderators responsibility to get involved with any of the questions concerning order placement or delivery information, but in this one case, I will notify the admin. of your situation.
Hopefully you will understand, and continue to participate.
That's how I feel about it, and I will look into it for you.

 

[nm reef]

Well said broomer!!!!I've ordered a few times from this site(without add ons I might add) and the shipment was promt...top quality...and at the best available prices(considering zero shipping)...I would personally refer any who ask to check this site before ever placing an order on - line...especially for quality clean-up crews............but like all things in life there are difficulties along the way....... ....myself I prefer not to dwell on bumps in the road....*_^

 

[bj]

My apologies if any offense was given to anyone. That was clearly not my intention. I had read some responses to a few topics on this board which I could see to be clearly direct from the sponsors, so I assumed this would be the proper venue. I am trying to be proactive in helping other potentially frustrated new members / customers to give them the benefit of the doubt and follow thru with their orders. While at the same time demonstrating to the owners that there needs to be some additional work done on their site to facilitate proper expedience in the ordering process which I am sure is their intent. I will follow up with all updates as this process develops in fairness to the sponsors.

 

[bj]

update
aprox. 18 hrs after sending my email a response was sent by SWF asking for list of "add ons" to be added to original order.
Their response was within 24 hours and no one would expect more than that.
I will keep everyone updated as we go.

 

[jakob4001]

24 hour response time is pretty good I think; business times & regular people times are 2 differnt things, hence phrases like 8-10 business days; I might have voiced my angst on post as well, IF I had not gotten a response w/in a reasonable period of time, then I iether would have went elsewhere or possibly enquired from sharks first;then asked around; there is a differnce in buying things site unseen though as compared to actually being there

 

[broomer5]

No offense taken Bj.
I was glad to read your additional posts.
Thanks

 

[bj]

update 1/29
Received confirmation this morning of "add ons" order being combined with original order

 

[bj]

update 1/31
Received email notice that my order will arrive prior to noon tommorrow 2/1

 

[ebeckels]

so how is it?

 

[nm reef]

I'd bet its safe to assume that there is another happy customer.....even if the wait these days is longer than normal....how was your order????

 

[bj]

update 2/1
Order arrived, everything packed very nicely. 3 heat packs taped to the top of the cooler, still warm. Everybody survived except Icabod the Starfish who was mutilated by the others ??? Missing several limbs, more like a trifish now. Everyone else REAL happy to be free. After acclimating according to the directions that were very detailed, everyone doing well. Now some 8 hours later, everyone already has their own rock staked out. Start of order Thurs nite -delivery today, total time 7 days. Very good service, no complaints from me. SWF deserves an attaboy as far as I am concerned. I will order again.
post script: I made the mistake of ordering a horseshoe crab - extremely cool, I wish I could keep him/her/it. But it is bigger than expected and I do not have enough room for it - sand wise. Be careful B4 you order this for your tank, he plowed right thru everything in the tank within 5 minutes. Still a real interesting crab.

 

[bj]

Order was :
2 brittle stars
1 Blue star
1 sand sifter (Icabod)
2 cucs
25 scarlets
25 snails
2 Feather dusters
4 emerald crabs
1 sally lite foot crab (very cool)
1 coral band shrimp
3 peppermint shrimp
1 shaving brush plant
1 horseshoe crab
1 decorator crab
1 bag of extra shells for the "boys" to keep them from committing snailaside
$145 ??? including shipping/free

 

[bj]

Update 2/5
The horseshoe crab is a complete drag !!! Beware of these sand plowing, anything in my way is dead meat, bulldozing, feather duster decapitators. Very destructive, don't buy these unless you have plenty of room and nothing your worried about. Very entertaining ..... FREE to anyone who wants him and is willing to pick him up SE WI - HURRY come get him.
Star fish named Icabod arrived dead and mutilated SWF said no problem issued a credit for next order.
Blue star died day 2, not covered by guarantee due to delicate nature - be careful and don't order this in winter ??? Too bad - was very deep blue color.
Coral banded shrimp molted, I was completely convinced it died as the molt/shell was so perfect it could not have been just his shell. Until he popped out of the reef 2 nites later healthy as can be. Unreal, that shell even had red/white pincers still on it - I figured that maniac horseshoe had just plowed thru him too !!
Anyways SWF is OK, you can order from them without fear. Just do your homework 1st so you don't end up with any deranged psychotic crabs reining terror down upon your reef

 

[kris walker]

Thanks for the post and the updates Bj. They are interesting to me because I have not ordered anything from SWF.com yet (I only have a small 29 gal, which doesn't usually permit making large livestock orders).
Personally, I have no problems reading complaints on this board. Not saying you were complaining, but if you were, that is no different than other people complaining about *****. However, if you have a complaint as Broomer says, it first should go the the people directly responsible (like info@saltwaterfish.com). Or by phone perhaps in the future. And if they don't respond within a *reasonable* time period, then let's see some tackful complaining!
sam

 

[broomer5]

Hey Bj !
So glad to hear you're recent updates, and sounds like you're pleased with the service.
Good description of the horseshoe crab
"sand plowing, anything in my way is dead meat, bulldozing, feather duster decapitators"
Funny but not - ya know
Anyways - no hard feelings - sorry I jumped your case - feedback is always good to hear as you mentioned - glad it all worked out - and I look forward to reading how your tank is coming along
Good post !
p.s. damn nice order - jealous

 

[hcker99]

Hi everyone,
hows the decorator crab??i always wanted one but heard they can be destructive.
Thanks
Mark

 

[mlm]

Just to let you know I have ordered twice from SWf.com in January and all I had to do is let them know what day I could recieve the order (b/c of work) and they shipped it to me on that day. I would definitly order again.

 

[dizzy]

I also ordered a Blue Linkia star in my original cleanup crew order. Died 6 days later. I think the tank may need to be better established. Healthy algae growth for the star to eat and stable water conditions are a must. I will probably try again in about another 6 months. Everything else arrived for me in great shape and are doing quite well.
Diz

 

[bj]

The decorator crab is kinda docile. Neat from the perspective that he/she has begun attaching different pieces of the reef to itself. Sponge, coraline pieces, even a piece of algae. Not very active but is always out and about, moving slowly. So far its been a nice aquisition.
Now if I could just harness that darn horseshoe crab to finish my landscaping ........