reefcleaners.org - very disappointed

[Kryshah]

This is my first post here, though I've lurked for a while. I'm making this first post to see see how you guys may have fared with reefcleaners.org. I recently placed my first order with them and I was initially impressed with John after a few personal e-mails helping me to select a cleanup crew for two different tanks. I made my order - including a mix of around 300 crabs, snails and echinoderms, and was pleased with the entire experience until I received my shipment. there were more than 100 snails and crabs missing, and 2/3 of the echinoderms I ordered were dead. After having ordered from liveaquaria many times and knowing that they handle losses and mistakes with free replacements, I expected the same treatment - customer service had been great up to that point. So, I contacted John to let him know that a full third of my order was missing. He apologized for the "mix-up" and refunded less than half of the value of the missing live-stock. He has since admitted that he was wrong, and has offered to refund the rest of the money, but the entire experience has left an awful taste in my mouth. The refund was good and all, but now I still need more than 100 snails and crabs, and I have to order them again (from a different retailer this time) and pay shipping. Has anyone else had a similar experience?

 

[Kryshah]

I would have been ok with death. The problem is that they didn't even ship a third of my order, and when they refunded me, they only refunded half of what they owed me. they wouldn't need to ship a second order if hey had shipped everything the first time.

 

[Aquaph8]

Moved to vendor feedback, thanks

 

[Kryshah]

I'd like to update, reefcleaners has stepped up and addressed our issues. They have fixed the problem to my satisfaction and while I can't delete or rename this thread, I would like to point out that they've earned a second chance to wow me. I've read a lot of positive reviews of these guys and I look forward to getting that same service this time around. I understand that nobody is perfect, and am glad that they were willing to fix their mistake (albeit under some duress).

 

[Kryshah]

Moved to vendor feedback, thanks

Thanks for fixing that for me!

 

[Kryshah]

Another update: John issued me a full refund, including shipping, which I didn't pay initially because I ordered enough to get free shipping. I took this to mean that I could place a second order to recoup the livestock that they left out. In the end, I placed the order for livestock for a reason, and all I wanted was my livestock or a full refund so that I could reorder. I sent the following e-mail to them: "I'm giving you guys another shot. I understand that nobody's perfect, and you've shown that you are willing to fix mistakes. It shouldn't have taken my badgering you, but you fixed it nonetheless. I just placed a second order, and while I was a bit disappointed that you don't have the serpent stars available anymore, I did add another mangrove order. I'm also going to pull my threads on the forums, though I am going to repost with a less harsh thread title. I don't want to cause any harm to your business, so I'll state the problem I had, and that you fixed it - I'm all about honest reviews. I hope we can move past this and develop a more successful relationship in the future. Thank you again." to which he responded with a cancellation of my order. I would like to have given him a fair shot at repairing his business relationship with me, but he declined to even entertain the idea. I appreciate that many other people have had great experiences with them, but I can't recommend these guys to anyone.

 

[Kryshah]

One final update. I've been in contact with John at reefcleaners for the last couple of days, and he has resolved the issue completely.

 

[reefcleaners Verified Sponsor]

Glad the issue was resolved. Are there any other threads like this? I was just responding to the one on Reef Central.

 

[revhtree Verified Admin]

I think this might have been the same customer.

 

[reefcleaners Verified Sponsor]

I just wanted to respond to them all, they are spread out among the various forums.

 

[revhtree Verified Admin]

Oh I understand! Thanks for taking care of your customers!

 

[Kryshah]

Glad the issue was resolved. Are there any other threads like this? I was just responding to the one on Reef Central.

I mentioned in one of my e-mails that I was going to open a line of discussion at Reef Central, Reef2Reef and The Reef Tank. I posted the same thing on all three under the same user name. You should be able to find them all fairly easily.

 

[reefcleaners Verified Sponsor]

OK I will go check it out, thanks for the tip.