Liveaquaria unacceptable practice

[Twocoralsonetank]

Just so disappointed with the service right now. Wanted a shrimp they have and build a whole order to get the free shipping. Kids are excited to get this new shrimp. Get a notification that the order is confirmed with the shrimp. Next day get the shipping info and notice the shrimp isn't on there. Hmmm, chat with customer service states their supplier didn't have it. So why would you send a "confirmation email" that it was in the order? Oh if the supplier doesn't have it but if they can fill 75 percent of the order than they ship it. Like you don't have communication with your suppliers? My fault for not readying the policy, yes I'll take some heat for it but why even have it? Then when I call to complain, or read the complaint on this form, all you do is apologize over and over again. Take some action and change your policies. I shouldn't have to make a note in my order that states 100 percent or cancel, it should be a common practice. Rant over

 

[NashobaTek]

That's one reason I won't order from them. There's other reasons but I won't go into those

 

[TerraFerma]

This happens not infrequently. Read reviews and customer experiences before you decide where to order from.

 

[dimik]

People make mistakes

 

[Mike N]

Happens a lot and LA isn't the only vendor that does it.
IMO, It should be standard procedure to call the customer before shipping if the order isn't 100% complete.

 

[Twocoralsonetank]

People make mistakes

Yes but once you make mistakes your correct those. I have never had any issues and this was the first time. I came here to vent then found other reefers with the same issue.

 

[Twocoralsonetank]

After pushing and pushing and digging thru their policies I found this

Partial / Backorders
"All species on your order that are in stock will be shipped for next-day delivery (two-day for Live Rock/Sand). One time during the two week period after you place your order we will ship -- at no additional shipping charge to you -- any items arriving in stock that were not available the day you placed your order"

They did finally agree to waive the shipping cost when the item comes back in-stock. I applaud that they did finally give in but I had to fight for it.

 

[jcarlamere]

Yep. Happened to me too as part of a clean up crew pack I bought from them. They didn't include the crabs. Over the years I've had good experiences with them but now they're terrible. Right around the same time I got a chromis from them that died the day after I put him in. Im doe with them. Honestly I'm done with anything but lfs now

 

[FlexingFishSticks]

hmm sounds like the same issue I had from them....I was on the email waiting list for a peacock mantis shrimp and a week went by and I got a notification it was in stock. I logged on real quick rushed added to the cart ordered and everything. ETA was Thursday for shipping and then I get a email saying they cannot fulfill the order because the item was not in stock yet they were so quick to take the money out of my account lol. Anyways I remained patient after a id say 3 weeks they email me and inform me they cannot fulfill the order and refunded me. Very inconvenient and a waste of time. As others have said there are plenty other suppliers to do business with! But jus wanted to share My story with ya and feel your frustration!

 

[FishDaddy]

Its a better idea to look at lfs or local reef clubs for fish and inverts to check the health. Also, you can usually ask for them to be fed to pick an aggressive eater, look for ich etc. Ive had bad experiences with other online vendors. The only time I consider ordering online is if its substantially cheaper than locally, or can't find locally.

 

[shred5]

I bet they do not fill the orders anymore except the WI facility so they have no idea what they have. I bet they drop ship from a wholesaler like quality marine. That is what Petco used to do. I hope this changes with new owners. The prices seem to have risen allot to cover all the loses too. They use to be a good place to order from.

I have never had a issue with the WI facility just the other two..

Also their is no excuse for not notifying a customer for something not shipping and not giving them the chance to cancel the order. I had it happen once. The main thing I wanted didn't ship and I only ordered the other stuff to get the free shipping so I ended up with stuff I did not want. I do not remember who did that though. The other items should ship when in stock if you do not give the buyer a chance. But saying it is ok because other places do it is also not acceptable. No one should do it.

 

[Cell]

Any policy changes with the new ownership yet?

 

[Westernks reefer]

Happened to me as well. Along with getting super tiny fish that shouldn’t have been shipped that showed up doa. Which is why I’ll never order from there again.

 

[JayKim]

They drop ship direct from wholesaler. So they don't care about the condition of live stock as long as they fill the order and make money. If you complain they blame you and your tank. This happened to me. They refused to fulfill my order any more, not even salt. I had $45 in rewards and was trying to take advantage of their salt sale but they cancelled my order and the sale was over within hours and lost $45 in rewards. This was back in 2019.

 

[NDIrish]

Had same situation as @FlexingFishSticks. Was on waiting list for a female McCormick wrasse. They sent me a it text was in stock, replied to the same email ordering the fish. Said it ship Wednesday overnight and would receive it Thursday. Wednesday night I received another text stating that they were out. When they fill 70% of my order they will ship. The fish is the only thing I ordered??? Guess they're going to ship me 70% of one fish, lol. They didn't call or text to see what I wanted to do but, they sure did take my money. Other places I have dealt with didn't charge till order shipped.
I'm going to let it ride for couple of days then I will have to cancel cause I will be on vacation.
No more ordering from them if that's how they are going to treat people.

 

[Oceanboys]

It’s a shame to see this company seemingly lose morals. Used to order from them a while ago

 

[Reef man 89]

They drop ship direct from wholesaler. So they don't care about the condition of live stock as long as they fill the order and make money. If you complain they blame you and your tank. This happened to me. They refused to fulfill my order any more, not even salt. I had $45 in rewards and was trying to take advantage of their salt sale but they cancelled my order and the sale was over within hours and lost $45 in rewards. This was back in 2019.

So you can never order from them again?

 

[1ByLand2BySea]

This is the other thing you should watch for. If you order something and they don't ship because they ran out, it will go on a back order automatically.
Lets say its a fish that is available seasonally and 4 months later they get the that it back in inventory. They will not bother telling you anything. they will charge your card and ship it without verifying anything with you. Now picture you learn about it late at night as you are away on a trip and there is no one home to receive the fish and acclimate it.
They will blame you for not reading their fine prints and give you hell to issue a refund for their poor judgment and treatment of a live animal that got perished this way.

 

[Thaxxx]

Everything described in this thread is the reason I always call in my order instead of online. I've had the 75% fulfilled order before with no notice. Just a email telling me my order has shipped. The thing is, by them not having my entire order in stock, meant my order no longer qualifed for the free shipping. They had the b@lls to add the shipping to my order. You can guess whst happened when I got my order. That's right, I got my card credited back for shipping, and they said if I wanted the unfilled order when they get it in, they wouldn't charge shipping. From that point on, I call my order in. They can tell you what they have available while your on the phone. At least it was like that before the recent change of ownership.

 

[FangsAndGames]

I bought two mocha Storm clowns from them on sale. Both died within the week. Think they were on sale for a reason... I mean cmon clownfish?! There probably the hardiest fish there are. How badly can you care for your fish that they die within the week of shipping! Never again LOL.