Dear Joe

[jgaepi]

Dear Joe (@uniquecorals),

I thought we had an agreement?

I thought that when you guys received a new orange hammer, you’d call or email? Remember, we chatted about putting my name and email address on a white board for when the replacement orange hammer came in.

The two orange hammers that I paid for. And were given away to new customers. Better customers? And then even though I checked in twice before shipment, they were still given away. And only found out on shipment day. And then had to convince your employee that I had paid for two. $500 combined. And she had no clue what I was talking about.

And then, I sent that really polite but frustrated email to Danny and Donna. The one I never received an email back to.

But you called. Apologized. Said you’d make it right in three weeks when you got a replacement orange hammer in stock. Said you guys would contact me.

But then it popped online a few days ago. A three-headed orange hammer. I saw it. I wanted it. But I was kind of testing to see if you’d make it right. And contact me. Hold it for me. Let me buy it (again) and ship it to me. Waited until it sold. And now it’s gone.

So, this is @uniquecorals? Very different from the days of Scott Fellman.

Please don’t do this to other customers! Take their money and then give their corals away to other customers. Make the victim customers feel horrible.

Please!

 

[jgaepi]

.

 

[uniquecorals]

Hi this is Danny,
I just returned from a trip out of the country and Joe is currently out of the country. We have not forgot about you. We have 2 very nice specimens small full and compact set aside for you just as you described to fit your aquarium. What day would you like us to ship out to you?

 

[uniquecorals]

In response to your concerns,
I personally wanted to inspect and see the hammers before they are shipped to you. While making an attempt to be sure you receive exactly what you had requested I feel you have taken the stance we are not providing great customer service. I hope that you take into consideration that we are doing so, but because of the hectic travel schedule things have been delayed. I did in fact make an attempt to reach out to you after I received your email by calling you directly with answer or return of call. Joe had messaged me and communicated the plan moving forward shortly after he had spoke to you on the phone.

 

[jgaepi]

In response to your concerns,
I personally wanted to inspect and see the hammers before they are shipped to you. While making an attempt to be sure you receive exactly what you had requested I feel you have taken the stance we are not providing great customer service. I hope that you take into consideration that we are doing so, but because of the hectic travel schedule things have been delayed. I did in fact make an attempt to reach out to you after I received your email by calling you directly with answer or return of call. Joe had messaged me and communicated the plan moving forward shortly after he had spoke to you on the phone.

I respect your response. But maybe it is the old military in me but when I saw the orange hammer go online, sit there, and then sell, I felt burned a second time. I won't be ordering from your company any longer. I feel bad saying that. But, I'm protecting myself and my wallet.
All I ask is that going forward, you think about customers' feelings and not just their wallets.
Thank you.

 

[uniquecorals]

Understood. I don't however understand why you feel like we are trying to take your money. There has been no interaction that would suggest that. You in fact were upset because one of my staff offered a refund when you really would like the coral instead. In all, it is unfortunate you had such a bad experience with us. I can say in the future I may of approach this scenario a bit differently. I could of contacted you immediately to let you know your livestock had arrived. Often when I contact a customer in this fashion they will request pictures. With the long travel time I would not of been able to have these for you not to mention they would of been pictures of livestock I would not have been able to see it in person. Thank you for your time and we hope that some time in the future you can reconsider your decision as we do our best to provide the best customer service and truly Unique Corals to our customers.