I am not going through the whole story but I am no longer a customer, and have been ordering for a while. If you order from them be absolutely Scrupulous in your inspection and do not remove any fish from the bag until it is thoroughly inspected. I recommend LiveAquaria because they stand behind their product.
We are sorry to lose you as a customer.
That being said, as you have been purchasing from us for quite some time, you know that our prices are typically much lower than our competitors because the livestock guarantee is optional. You can purchase a 7, 14 or 21-day livestock guarantee at checkout on most livestock. Because we are structured that way and because sadly many people kill fish during acclimation, DOA must be DEAD on Arrival, not just distressed, breathing heavy, etc. We do our best to only send out healthy livestock and we ask that customers examine the fish in the sealed bag - prior to acclimation - and IF they see any signs of illness, deformity, skinniness, etc. to take a clear video of the fish in the bag documenting the issue and send it to us within 2 hours of delivery.
In your case, the day AFTER you received the fish, you sent us two photos of the fish (looking down on them in a bucket) claiming that the Swallowtail Angel had a bulging eye. We asked for a video of the fish with a side view, in the tank, so we could get a better look - you said you couldn't provide that because you were doing a tank transfer and kept the fish in the bucket for a week. You did then provide a video of 6 fish in a 5-gallon bucket - 1 Swallowtail Angel, 1 Convict Tang, 1 Yellow Tang, 1 Powder Brown, and 2 Scissortail Gobies. The bucket looked to be about 6" to 8" inches deep. Although this may be how you quarantine your fish, we have never seen this method before using a bucket, much less with so many fish, in such a small amount of water and for a week.
When we send fish to a customer, we have NO idea what their skill level is, how well they acclimate or quarantine, how healthy their tank is, etc. Ideally, everyone knows exactly what to do and has perfect tank conditions. That isn't reality though and we can not offer low prices AND free livestock guarantees. Because we do give people the option to buy at lower prices with only an Arrive Alive guarantee, we must know IF we have sent a fish with an issue before it is acclimated OR it must be truly dead on the bag.
If you feel you need more time, that is when you should purchase a 7, 14 or 21-day livestock guarantee.
