Ordered from SWF.com

[worm]

I ordered $75 of critters from SWF.com. I received my ordered just as scheduled. Everything came very well packaged and secured. The only problem was that the brittle star I ordered showed up dead. Now, I did exactly what SWF.com told me. I called them as soon as I found out. They told me not to worry about sending it back. Now, they did email me an order number for my reorder. BUT HERE'S THE KICKER. They won't send me another brittle star (that I already paid for). I have to order $75 more stuff to get my brittle star (that I already paid for). Now, what happens when I order $75 more stuff to get my brittle star (that I already paid for) and something is sent dead? I'm in the same boat! Is it a gimic to keep customers and $75 a pop? I just wish they would give me what I paid for!!

 

[u235a4]

Sorry to hear about this. I have spent a great deal of money with them and i have maybe had 4-5 things come in dead but all in all this is one of the better places that i have delt with. you can have just the star sent but you with spend about 20-25 i think to have it shipped that is why they say they'll included it with your next order if you want to have it send send them a email and spend the money or just include it on your next order and the best of luck for you

 

[slick]

That really does suck. Your sure they won't send you a new star?

 

[worm]

Please don't take me the wrong way. SWF.com has some great stuff. Some that I can't get locally. Especially the hermit crabs in those cool shells
My point being, when does it stop? I already spent the $75. Now I have to get another $75 worth of stuff for the "warranty" to take affect. Then, what if something is dead on that purchase? I'm right back where I started...
I emailed them. And of course kept them all, they said they could ship me just the star but they would have to tack on shipping which would be billed to me. The shipping would be $20. For that, I could have gone to my LFS and bought 5 for that price.
Point being ...............who wins? surely not me, the customer!

 

[hkgar]

I had the same proble with Saltwater fish. I placed a big order - 2nd one. The fire blood shrimp in the order arrived dead and I got the same story, pay shipping or place another $75 order. With my first order I had an Emerald crab that disappeared after a few days and they did replace it on the second order. I now have everything I need for a long time sooo I won't be reordering and therefore I have lost the cost of the shrimp as paying shipping is a rip.
Their "iron clad" guarantee costs the consumer way too much money - and them very little. I am sure the mark up on what I have bought is quite good.
Looks like the lfs will get my business!

 

[jlem]

I agree that it does suck. But how much did you save. I figured it out and when I bought my 120.00 clean up crew I saved over 250.00 over my LFS. If they shipped out a crab here, or a starfish there when one died then they could never offer the prices they offer. I am sure that their warrenty states that shipping is not included. I am sure that you lost a majority of your shipment then they would exempt shipping but I don't think that you can expect them to bite the bullet for 20.00 everytime a 5.00 starfish dies. What is really bad is when the LFS won't refund money when a 80.00 fish dies 30 minutes out the door.

 

[worm]

ok, that's fine and dandy, but then they should sent me a check for the amount of the star. at least do something. all i did was bought a dead brittle star!
anybody want to buy a dead brittle star? going cheap

 

[steamboat1569]

After reading the guarantee, it is specifically spelled out how it works. The way it is set up, the only feesable way to take advantage of the guarantee is to put it on your next order. This would be the only way to get the "free" replacement. Any other way, and you will have to pay way more than it is worth.
Just wanted to say, that it is stated very planely. This is one of those buyer beware situations. You need to read this before you buy, and be sure you understand it.
They did a great job covering their proverbial "a$$".

 

[jlem]

Sure worm if you pay shipping. LOL

 

[hkgar]

Basically then their guarante $ucks.

 

[broomer5]

I've ordered tons of stuff from this site over the years, and I know I've saved a bundle - compared to shopping local.
With free shipping and the good package prices, I've always looked at it as an excellent value.
If a $5.00 critter doesn't make the journey - It would not bother me too much. Still saved some serious money anyway.
Everything I've always ordered has arrived alive.
I can't say that for other sites I've ordered from.
I like your attitude jlem

 

[slick]

I agree with broomer why are you getting so upset with the loss of $5? Just look at it like this that is your fee for using this BB.

 

[beth]

I bought a 1" frag at the LFS 2 wks ago, and it was dead before I got it out of the bag. The LFS says that that's the chance you take.....
Did you ask SWF if they will just credit you for the price of the star? Or was that discussed at all?
In any case, the BB is for hobby discussion, and while I do empathize with your few bucks lost, and even more for the star, this is not the place to complain. The BB is to discuss hobby, not air store compliants.
Again, sorry.