terrible customer service...

[nvmycj]

Hey guys,
I don't know where else to post this so I'm doing it here. Please bump or forward this to the appropriate personnel as needed.
I've emailed, called, and left messages with the customer service center of SWF. NO ONE returns my calls or emails. EVERY option results in, "I'm sorry but no one is available to assist you. But if you please leave a message,...yadda, yadda...
Am I the only one having this problem?
Does the store exist?
Can I trust placing an order with this company?
Someone, please provide me with some confidence/solutions/guidance.
Thank you.

 

[spanko]

Post your concerns here....................... https://forums.saltwaterfish.com/forum/list/42

 

[flower]

Quote:
Originally Posted by NVMYCJ http:///forum/thread/384839/terrible-customer-service#post_3372777
Hey guys,
I don't know where else to post this so I'm doing it here. Please bump or forward this to the appropriate personnel as needed.
I've emailed, called, and left messages with the customer service center of SWF. NO ONE returns my calls or emails. EVERY option results in, "I'm sorry but no one is available to assist you. But if you please leave a message,...yadda, yadda...
Am I the only one having this problem?
Does the store exist?
Can I trust placing an order with this company?
Someone, please provide me with some confidence/solutions/guidance.
Thank you.

They will answer you. Not much help in an emergancy but they will eventually e-mail you back. The customer support folks are really great once contact is established.
Should you order from this place?... Let me put it this way. Its the safest place to order from. Be it online or a fish store. If your critter dies within 14 days it isn't a total loss. I just purchased a coral from another site, I paid $70.00 for it. It was a leather so I figured indestructable...well in two days it turned black and smelly. I am out $70.00
They ask for a picture, not the critter back...not a test tube of your water to check...no excuses. You can't beat that kind of service.

 

[monsinour]

Quote:
Originally Posted by NVMYCJ http:///forum/thread/384839/terrible-customer-service#post_3372777
Hey guys,
I don't know where else to post this so I'm doing it here. Please bump or forward this to the appropriate personnel as needed.
I've emailed, called, and left messages with the customer service center of SWF. NO ONE returns my calls or emails. EVERY option results in, "I'm sorry but no one is available to assist you. But if you please leave a message,...yadda, yadda...
Am I the only one having this problem?
Does the store exist?
Can I trust placing an order with this company?
Someone, please provide me with some confidence/solutions/guidance.
Thank you.
Yup they exist. Yup, once contact is made the customer service is outstanding. I have ordered from here before and made a post about what happened. While not everything lived on arrival or within 2 days of introduction to the tank, the customer service I received was outstanding and I plan on ordering from here again. I will be waiting until it doesnt get below 50 overnight though and probably wont order from an online retailer in the middle of winter again though. Have no fear what so ever when ordering from SFW.com. If something does go wrong, they do all that they can within their power to make things right for the customer.

 

[nvmycj]

Well,...this morning, I went ahead and ordered a clean up crew for 30-90 gallon tank.
Kinda nervous, but we'll see what happens.

 

[deejeff442]

every company if they are any good will get overwhelmed.i am self employed in construction and sometimes cant get back to people for a few days and i am sure i dont even come close to the volume of calls this place gets.

 

[ladyreefseeker]

Just happened to notice this post.... My name is Mary. You can call me at 772-462-0203 ext. 4. I only work 40 hours a week so there are times I am unavailable. We are closed over the weekend. I would be more than happy to assist you any time.

 

[deejeff442]

see :O)
a company with bad service these days wont last long.
that reminds me i need to call the dirt bags at priceline back .

 

[nvmycj]

well,....go figure....
SWF sent me an email saying my shipment has been returned to SWF from the airport because of repairs needed to the plane.

But FedEx sent me an email saying it's going to be delivered to my home as scheduled.

And yet again,...no one is returning my calls from the store, in order to get some clarification!!! ARGH!!!!
What is going on!?!?!?!?!??!?!?!?!?!?!

 

[flower]

Quote:
Originally Posted by NVMYCJ http:///forum/thread/384839/terrible-customer-service#post_3373622
well,....go figure....
SWF sent me an email saying my shipment has been returned to SWF from the airport because of repairs needed to the plane.

But FedEx sent me an email saying it's going to be delivered to my home as scheduled.

And yet again,...no one is returning my calls from the store, in order to get some clarification!!! ARGH!!!!
What is going on!?!?!?!?!??!?!?!?!?!?!

I would take SWFs word for it. Thank goodness they had your critters returned rather than just sit in the cold there in wait while the plane had issues. You should be able to simply reply to the e-mail they sent. Hang in there.

 

[ladyreefseeker]

I was off yesterday and there is only one other person in the office that answers phones on Fridays because they are usually much slower than Mondays...But she was sick yesterday so the office was un-manned. (or womaned for that matter)
As far as I know, all packages that were shipped on Thursday were returned to us because the plane couldn't take off. Not sure of the details surrounding that... Due to the nature of the packages, FedEx decided to return them to us rather than them sit and wait for rerouting. (Possibly for days, no different than when when you miss a flight they have to find a new place for you on a different flight)
I am near certain that all these packages are going to ship out Monday with different critters and fish to let the others recover. You should expect a Tuesday delivery. If you left a message on our machine, you will receive a return call on Monday. I imagine there are many other people wondering what is going on too.
Again, my name is Mary. My email is mreed@saltwaterfish.com and I can be reached most days. Friday is my day off but I do check my email at least once over the weekend.
Please let me know what I can do to reassure you that everything will turn out great. Thanks, Mary