Livestock shipped on the wrong day with no notification!

[puffy127]

So, despite reading all the recent negative reviews against LA, I still decided to give them a chance since they had the fish I wanted in stock. Placed an order on Saturday for Wed delivery. Rearranged work schedule to allow me to receive delivery and to allow time to acclimate the fish on Wed.

Imagine my surprise when I receive a UPS notification yesterday morning (Tuesday) telling me that my LA package is out for delivery! I did not receive any indication or notification from LA that they shipped the fish out on Monday for Tuesday delivery. I had to frantically rearrange my work schedule to make sure I could receive the delivery and have time to acclimate the fish. Well one fish was DOA.

I asked LA (twice) to provide a refund on the dead fish instead of store credit due to the disruption and inconvenience caused by their error in shipping the fish out on the wrong day and their lack of any shipping notifications. They acknowledged their error in shipping and lack of shipping notification, but are refusing (twice) to refund the DOA fish and are only offering store credit for it. If I did not get the notification from UPS and rearrange my schedule to receive the delivery and acclimate the fish, then both could have been DOA. I could also have a good case for a credit card chargeback due to their error in shipping on the wrong day. Yet I did frantically rearrange my work schedule at the last minute to properly receive and care for the fish. All I am asking for is a refund instead of store credit for the one fish that was DOA.

So much for their so-called "World-Class Customer Service". Ha!

 

[LiveAquaria Verified Sponsor]

So, despite reading all the recent negative reviews against LA, I still decided to give them a chance since they had the fish I wanted in stock. Placed an order on Saturday for Wed delivery. Rearranged work schedule to allow me to receive delivery and to allow time to acclimate the fish on Wed.

Imagine my surprise when I receive a UPS notification yesterday morning (Tuesday) telling me that my LA package is out for delivery! I did not receive any indication or notification from LA that they shipped the fish out on Monday for Tuesday delivery. I had to frantically rearrange my work schedule to make sure I could receive the delivery and have time to acclimate the fish. Well one fish was DOA.

I asked LA (twice) to provide a refund on the dead fish instead of store credit due to the disruption and inconvenience caused by their error in shipping the fish out on the wrong day and their lack of any shipping notifications. They acknowledged their error in shipping and lack of shipping notification, but are refusing (twice) to refund the DOA fish and are only offering store credit for it. If I did not get the notification from UPS and rearrange my schedule to receive the delivery and acclimate the fish, then both could have been DOA. I could also have a good case for a credit card chargeback due to their error in shipping on the wrong day. Yet I did frantically rearrange my work schedule at the last minute to properly receive and care for the fish. All I am asking for is a refund instead of store credit for the one fish that was DOA.

So much for their so-called "World-Class Customer Service". Ha!

Hello @puffy127. We apologize for the unfortunate experience. We have had technical concerns this week, resulting in orders shipping on incorrect dates as well as confirmation/tracking emails failing to send. We are working with IT to resolve these concerns We 100% agree with you and share your frustration. Rest assured, we will resolve the matter to your satisfaction. Please watch for a Private message from our team. We would like to personally apologize, obtain your order details, and fully discuss the matter.

-LiveAquaria

 

[puffy127]

Just reporting back that LA reached out via PM and phone and we've come to a positive resolution. The level of customer support provided by them here on R2R is great. It's unfortunate that issues need to be elevated to posting here to get resolved though.

 

[Crabs McJones]

This thread has been moved to vendor feedback. Outside comments are not permitted with exception of linking your own feedback thread regarding the same vendor.

Thanks
Crabs