fragglereef.com

[NapoliNewJersey]

Not sure if this is where I should post this but...

A while back I traded a frag to an NJRC member for a $50 gift certificate for Fraggle reef that he won at the NJRC Frag Swap. I placed an order a few months back when it was very cold and Miguel from fraggle reef told me that they'd rather ship when the weather was nicer cause he didn't want me to lose my corals. He refunded my money and canceled the order. He told me to place another order when the weather was better.

The weather is nicer and I went to place my order and in the comments box i explained the situation and I figured he'd remember me. The cert. number was invalid. This was in March. I've sent him at least 5 emails, explaining the situation and he hasn't responded. I've sent him messages through his "contact us" on his website. Still no answer.

Needless to say I'm pretty PO by the situation and I decided to blast fraggle reef.

 

[revhtree Verified Admin]

How long has it been since you emailed him? That stinks.

I moved this thread to vendor feedback.

 

[NapoliNewJersey]

Thanks Rev,

I emailed him once a week since the end of march. Last week I told him that if i didn't get a response that I would let everyone on everysite I visit know what's going on. He didn't respond. I sent him another message today saying i'm going to post on all the sites....

I posted here, reefcentral, njrc, and manhatten's site. Those are all the only sites i go on.

Just think it sucks that it was a gift to njrc for their frag swap and he didn't honor it.

 

[reefboy]

so did he refunde you actual cash or just extend coupon date sopposably? if you got cash back can't really see why your blasting him if your not out anything.Not that im trying to defend him but as a vendor I see these things get out of hand over nothing.

 

[Stixbaraca]

Yeah...what does this mean..."He refunded my money and canceled the order"???

 

[NapoliNewJersey]

The gift certificate was for $50. I ordered about $70 worth of stuff plus shipping which was about $30. I put the balance on my paypal. He refunded the balance to my paypal account and in the email said that when I'm ready to just place a new order and apply the certificate again. When I did that, the website said the certificate was invalid and I've been emailing him ever since.

 

[Tankguy001]

I know a few people who've dealt with FraggleReef. I haven't heard them say anything bad

 

[Miguel]

I'm very sorry to hear about your emails not arriving, I answer all emails within 24 hours, so if you don't hear from us by then then they definitely didn't make it. The same thing is listed in our FAQ actually, it's a rare but not entirely uncommon issue that happens on our sever for some reason.
As for your order in December, the main problem that we ran into was in your comments section in the order, that I have copy and pasted for you below.

"And is your site secure? Because if my credit info gets stolen I will
let everyone on every reef site know. Sorry for sounding like a prick."


Unfortunately, I am extremely hesitant to ship to anyone who wants to "let everyone on every reef site know" before they've even finalized their order, especially over a detail that could have been cleared up via email beforehand (our credit card server has the best encryption available). I have long ago learned that it is a very bad idea to ship to people that are quick to "blast" anyone on the internet, which as you've shown by your most recent email with "Just wanted to let you know i'll be blasting you on the internet" seems to be the case.

I'll be glad to have your gift certificate from us switched with another vendor's that has donated to your club, even if they have donated more that wouldn't be an issue, and we'd be more than willing to cover the difference if it is within reason. I actually contacted your reef club several times to see if this could be done before it got warmer since it was too cold to ship anyway, but there were some administration changes over there and things apparently got lost in the changeovers.
Once again, my very sincerest apologies that we were unable to fill your order.


I know that some people may understand where I'm coming from and that some may not, and I completely understand and respect that not everyone will share my point of view. This is unfortunately one of the more difficult decisions that I've made in the many years of running FR online.

 

[NapoliNewJersey]

So why were you avoiding my phone calls. I called twice today and the girl that answered the first time said you'd call me back. I called back 4 hours later and she said you were out at the store buying stuff for a bbq after putting me on hold for 5 min.... you still didn't call me back.

I emailed you 5 times in the last month so sorry if i'm a little hesitant to believe you didn't get them.

I used the "contact us" messager to send you messages on your site as well. I told you that if you chose to ignore me I would let everyone know how I was treated. I waited 5 weeks for you to respond.

Sometimes we have to go do childish things to get peoples attention. Now that I have your attention I'd like to place my order.

Unfortunately, I am extremely hesitant to ship to anyone who wants to "let everyone on every reef site know" before they've even finalized their order, especially over a detail that could have been cleared up via email beforehand (our credit card server has the best encryption available). I have long ago learned that it is a very bad idea to ship to people that are quick to "blast" anyone on the internet, which as you've shown by your most recent email with "Just wanted to let you know i'll be blasting you on the internet" seems to be the case.

Quick to blast anyone? I waited from December until May.... how is that in anyway quick?

I'm very sorry to hear about your emails not arriving, I answer all emails within 24 hours, so if you don't hear from us by then then they definitely didn't make it. The same thing is listed in our FAQ actually, it's a rare but not entirely uncommon issue that happens on our sever for some reason.

I sent 5 emails since March and from December to March I probably sent 5 more. So if it's so "rare" how did it happen to me at least ten times in 4 months (5 in the last month alone)??

 

[lReef lKeeper]

i have to chime in here and say one thing.

i have NEVER had any problems dealing with Miguel. i have ordered quite a few things from him and EVERY time Miguel has gone above and beyond to get me what i wanted. i have ordered enough from him to consider him a PERSONAL friend of mine and hate to see this happening, as he has even gone so far as to "find" me something that he did not have. i also have to say that i probably would have refused to send anything with the comment that you left in the comment section of the checkout also. i know him well enough to trust that if he says the emails did not go through ... then they did not go through.

just my $.02 and it probably wont mean a whole lot to you, but Miguel is an extremely stand up guy and i WILL be doing A LOT of business with him when my farm is up and running.

 

[NapoliNewJersey]

That's fine, I respect your opinion. I have a guy like that around where I am too.

Don't forget I was dealing with a gift certificate.. meaning he wasn't making money off me like he was with you.

And if he's such a stand up guy then why didn't he call me back all day today? Not saying you can answer for him but he can.

Here's my number, miguel 908-227-8807 ... I'll answer any time you wanna call ...so go ahead and call.

 

[Miguel]

I'm sorry that you feel that your phone calls were ignored, but as my assistant said on the phone we were having a bbq today at the shop sponsored by a local reef club, SCNRS.. We had over 100 people to keep track of, and unfortunately she and I were the only workers there. She let you know that you'd receive a call back, and this is literally the first time that I've sat down today, at which point I received your first email that I've seen since December. No one was trying to give a runaround, it was just an extremely hectic day and I'm sorry that this was the soonest that I could get back to you.

I can assure you that no emails were received, this happens on occasion and seems to have happened to you several times, which is why our FAQ states to call if there are issues, which you did today. Had I received any emails I'd have responded within 24 hours, ignoring emails just doesn't seem very productive. As I said, I tried to get your club to exchange the gift certificate for another store's, even if it would cost more, and make up the difference in our returned certificate to your club, ie, if another shop had donated $80 we would have given your club an $80 certificate instead of our $50 one, and you could have received $80 from another store. I never heard back from your club after a few emails, but am still more than willing to do so if they allow it. Can you please have someone from your club contact me regarding a possible exchange?

 

[NapoliNewJersey]

Sorry it had to come to this. I really am.

I just wanted my story heard. I really thought i was being mistreated. You don't have to exchange any giftcertificate with any other stores. I appreciate the offer and like I said I just wanted a response.

If the club would like to have you exchange your certificate for another store's or one of our sponsor'ss then I will donate it to the club for our FragSwap in October. If the club wants to go that route then they will contact you. As for me, I'm sorry I had to bring it out in the open like this but like I said I really thought I was being ignored.

You can lock this thread. I'm done making a mess.

 

[revhtree Verified Admin]

Hey bro it was a misunderstanding and it happens.....

I will lock the thread or get rid of it all together. Your call..LMK.

 

[WayneY]

I too have done alot of business with Miguel and he has always treated me well. Replies to all my e-mails and even checks with me to see how my shipments are looking. Very pleasant to deal with and always throws in a freebie

 

[revhtree Verified Admin]

BTW welcome "back" to R2R Miguel...

 

[NapoliNewJersey]

Rev, let miguel make the call. We've come to an understanding on NJRC so I'm sure he would like to delete it but let him decide.