Rare Reef....bad experience

[Engloid]

I ordered anemones. They are beautiful anemones, but a bit on the small side. That's not a big deal, because they will grow. Rare Reef didn't promise any certain size, so I can't complain about that.

The problem is that the package didn't get here on time. Fedex delayed shipping. An "overnight" package sat for 15hours in Memphis. Then they put it on truck to Knoxville where it sat for about 7 more hours. I don't see how they can expect overnight shipping when two stops totaled 22hours. They wouldn't let me pick it up until the office opened, even though people are there 24/7.

Some anemones were in really bad shape by the time they got to me and have died. Some look like they are dying now, slowly. Rare Reef said they have no control over shipping delays. Rare Reef told me to file a claim with Fedex. Yeah, who asks their customer to file a claim? Fedex said in order for them to pay me, I have to get a waiver form signed by Rare Reef anyway. More hoops for a customer that has not gotten what they paid for.

Fedex denied the claim because their packaging is not approved for shipping live animals. Rare Reef won't take care of it. Apparently, they don't understand that THEY are responsible to the customer, for THEIR shipper's delays or damages.

They post on facebook a few times a day, and reply to posts. It appears they run a high speed process that has some problems, yet they won't accept responsibility for them. It is THEIR mistake by not having the packaging approved, yet I am expected to be out the money for it. This is unacceptable. I had high hopes that I could continue ordering from them, but I cannot do it if it is just a gamble of my money.

 

[TheEngineer]

What is their DOA policy? Many will claim they aren't responsible if there is a shipping delay. The most reputable sellers are able to ship live animals and are permitted by FedEx, etc. to do so. I don't know who should absorb the costs here, but good customer service would dictate they should work with you.

 

[nwkermit]

Credit card chargeback?

 

[Engloid]

It's like the dump trucks that have stickers saying they are not responsible for falling gravel. It equates to a grocery store telling you they aren't responsible if you slip on busted eggs in the floor. They are responsible, whether they admit it or not. Denying your liability doesn't make it go away. I paid for healthy, living corals. They picked the shipper, and are responsible (to me) for the actions of their "agent." I have already checked with visa, and will be getting my money back. It's a shame that many people and companies can't do business with integrity anymore. All they had to do is get their packaging approved...but they apparently don't care to do the job right.

 

[Engloid]

Their packaging was fine. They just need to go through the process of getting it approved for shipping live animals. It's a one time approval. Simple thing to do...many companies do, but they don't do it.

 

[TheEngineer]

It isn't really their fault FedEx screwed up, BUT if there were steps they could have taken which would have protected them in the event this sort of thing happens you can't blame someone for holding them responsible for the lack of insurance. Again, I think it is just bad business for them not to help you out.

 

[Engloid]

It isn't really their fault FedEx screwed up, BUT if there were steps they could have taken which would have protected them in the event this sort of thing happens you can't blame someone for holding them responsible for the lack of insurance. Again, I think it is just bad business for them not to help you out.

Exactly. They packed it well. They shipped it reasonably quick. They just didn't go through the steps to get ANY of their packages covered by fedex. I don't see why they wouldn't want to do it. It would be so much easier and better for the customer and their reputation. Since they don't do this, and then not taking care of the customer themselves, it means that anybody that buys from them is simply gambling their money. I won't be able to buy from them again. I would rather buy elsewhere and know that I will get what I buy or get my money back.

 

[JasReef]

If they knowingly shipped animals without the consent of the shipper then they are on the hook for doa.

 

[ssdawood]

A lot of vendors now state clearly they are not responsible for shipping delays and acts of God.

I always read their policy before I do business with them.

I only have a fee vendors I buy from all the time. Some of them will split the cost with me if package is late

 

[Engloid]

Dump trucks say they arent responsible for fallen gravel, but the are. Likewise, saying they arent responsible for shipping doesnt mean they arent. You pay for a healthy item, they usually choose and hire the shipper, and are responsible for the shippers failures. They can go to the shipper and try to recoup that expense though. When you pay with visa, there are certain terms the seller must comply with, and telling the customer they arent responsible doesnt change that....it just scares most away from pushing the issue.

I have been down this road before. I bought a dell computer once. Dell said I had 30 days to return it. Visa said 45 or 90, I forgot. Dell topd me I couldnt return it. By buying with visa, I had a longer return time. I showed proof I sent it back and visa gave me the money back.

 

[Engloid]

I only have a fee vendors I buy from all the time. Some of them will split the cost with me if package is late[/QUOTEso if you spend $200 and animals arrive dead due to shipping delay, they give you $100 credit and then can hit up fedex for the full $200....so they can ship you $200 in goods and got $300 for them.

 

[NYAquatic]

FYI, whether or not a company gets their packaging approved, Fedex (same with UPS) will NOT under any circumstances cover live animals, no matter how badly they handle the shipping.
Any losses are between shipper, customer and their guarantee.

 

[ZoaCollector]

FYI, whether or not a company gets their packaging approved, Fedex (same with UPS) will NOT under any circumstances cover live animals, no matter how badly they handle the shipping.
Any losses are between shipper, customer and their guarantee.

Yup, NY is right, it sucks when they screw up cause we all lose except the shipping company. You should be able to get money back on shipping if the guarantee was for a certain time and it was late.
By the way 22 hrs for nems is nothing, they should be able to last 2-3 days if packed properly. Or acclimated correctly.

 

[Engloid]

FYI, whether or not a company gets their packaging approved, Fedex (same with UPS) will NOT under any circumstances cover live animals, no matter how badly they handle the shipping.
Any losses are between shipper, customer and their guarantee.

Actually, thats not true. It is in their terms of service. I ready it for myself. I am on the phone or I would post up a link and quote.

Yup, NY is right, it sucks when they screw up cause we all lose except the shipping company. You should be able to get money back on shipping if the guarantee was for a certain time and it was late.
By the way 22 hrs for nems is nothing, they should be able to last 2-3 days if packed properly. Or acclimated correctly.

They sat still for 22hrs at least, add to that other stops and time moving. It took two days to get them.