Super disappointed with live aquaria contact.

[dazoc]

Have emailed live aquaria couple of times about a few corals I have had issues with. Seems like they only respond with decent answers when someone here calls them out. Ordered an Aussie 3 pack last week. Came in Tuesday ok, but not great. Emailed Monday saying hey, I’m having issues, asked to speak with someone that works at the aquaculture facility. Specific questions about par, flow and parameters. Possible treatments or reconditions for issues.
Radio silence...
Emailed again Wednesday with pictures, “hey would like help or suggestions” response is hey too much blue light, we cannot identify issues or coral... ok fair enough. Reshot pictures with blues as far down as I can whites up as far as I can. Pictures below replied with new pictures after work. Radio silence again. Just sent another email at lunch, with more pictures.
See where it gets me.
I hate to be this person, when you do what is asked and get no reply, it’s frustrating.

 

[cd459]

I would try calling them. I agree the email responses aren't very helpful, but whenever I call on the phone I always get to speak with a person relatively quickly. Hope this helps.

 

[dazoc]

I got a reply from them reguarding my questions.... I filled out the information they requested. See where it goes from there. I’m all honesty I just wanted them to speak with someone at the facility show them the pictures see if they had any recommendations on something to to try and save the coral.
Looking at it I have a good feeling it’s past saving but was still willing to try something.
Will keep posted...

 

[dazoc]

Still no reply.... guess. It’s sad to say but Live aquaria under the Petco banner is a completely different place. It will be hard to make another purchase from them again.

 

[TriggerFinger]

I had some trouble with a divers den fish and kept getting canned email replies; they never would answer my questions.

 

[LiveAquaria Verified Sponsor]

Have emailed live aquaria couple of times about a few corals I have had issues with. Seems like they only respond with decent answers when someone here calls them out. Ordered an Aussie 3 pack last week. Came in Tuesday ok, but not great. Emailed Monday saying hey, I’m having issues, asked to speak with someone that works at the aquaculture facility. Specific questions about par, flow and parameters. Possible treatments or reconditions for issues.
Radio silence...
Emailed again Wednesday with pictures, “hey would like help or suggestions” response is hey too much blue light, we cannot identify issues or coral... ok fair enough. Reshot pictures with blues as far down as I can whites up as far as I can. Pictures below replied with new pictures after work. Radio silence again. Just sent another email at lunch, with more pictures.
See where it gets me.
I hate to be this person, when you do what is asked and get no reply, it’s frustrating.

Hello @ dazoc . We sincerely apologize for the delay in our response, we have been experiencing elevated volumes with our customer contact and thank you very much for your patience. Our Coral Farm Operations Manager was happy to assist in providing the requested information. Please see results below:
Water Chemistry is Alk = 8.9, Ca = 455, Mg = 1440, Phos = .30. We have 3 Eco Tech Marine Radions over a 6ft vat at 17" above the water. The corals sit 7" below the water line and read a PAR of 155.
We have attached a screen shot of the light settings. Along with the lighting, we suggest trying target feeding the coral with any Coral foods or even brine shrimp, Calanus from PE, or Rods Tentacle teasers.

-LiveAquaria

 

[dazoc]

In defense of Live aquaria, the did send me an email about 3 minutes after my last post.

Live Aquaria l, I understand being busy, especially with the current crisis. Be decent just let your customer know, read thier email and don’t shoot them a canned response and close the issue.

 

[LiveAquaria Verified Sponsor]

In defense of Live aquaria, the did send me an email about 3 minutes after my last post.

Live Aquaria l, I understand being busy, especially with the current crisis. Be decent just let your customer know, read thier email and don’t shoot them a canned response and close the issue.

@dazoc Thank you for the feedback. We agree, we can always do better and will strive for improvement. We appreciate your input and thank you for your valuable feedback. Stay in touch and be well!
Live Aquaria

 

[MoreReefPlease]

I have to say, I love LiveAquaria and they have been pretty dang good to me. I know I've spent $1k plus on corals and fish from them. I've had some disappointments but overall I've been very happy with them. They're not perfect, no one is and especially with what's going on right now, things are a little hectic.

I bought A GORGEOUS BTA off Divers Den only to get a reply back 2 days later that it was damaged and my order was cancelled. (I think an employee bought it from under me)

 

[dazoc]

Well I figured I would post an update. I lost the elegance. 10 hrs past warranty, which that is what it is. Live aquaria did contact me with more information and also suggestions of what to try to aid in the health of the coral. The spot feeding did work the first day, it seemed as such, ultimately it wasn’t in the cards to be able to bring it back. So the slow initial response wasn’t great, they did make the effort to help troubleshoot after repeated emails. I’m not dogging in them by any means. 90% of my tank is their product. Fish, Corals, salt, and food is all from them. So besides the fact that I cannot keep an elegance coral at all (my unicorn) I guess. At the end of all the back and forth they did try their best to gather the information I asked for, and I will order again when needed, with a coupon code!

 

[LiveAquaria Verified Sponsor]

I have to say, I love LiveAquaria and they have been pretty dang good to me. I know I've spent $1k plus on corals and fish from them. I've had some disappointments but overall I've been very happy with them. They're not perfect, no one is and especially with what's going on right now, things are a little hectic.

I bought A GORGEOUS BTA off Divers Den only to get a reply back 2 days later that it was damaged and my order was cancelled. (I think an employee bought it from under me)

Thank you for your support and patronage. I am sorry to hear of your cancelled BTA Diver's Den order. I can assure you that employees do not poach Diver's Den items that are on orders. The BTAs are each keep in their own baskets with an identifier so we know exactly what anemone is in each basket. Sometimes the anemones attach to the baskets and get damaged during removal. Unfortunately, this was probably the case for your order. We apologize for the disappointment. Thanks again for your business. Stay healthy!

 

[MoreReefPlease]

Thank you for your support and patronage. I am sorry to hear of your cancelled BTA Diver's Den order. I can assure you that employees do not poach Diver's Den items that are on orders. The BTAs are each keep in their own baskets with an identifier so we know exactly what anemone is in each basket. Sometimes the anemones attach to the baskets and get damaged during removal. Unfortunately, this was probably the case for your order. We apologize for the disappointment. Thanks again for your business. Stay healthy!

lol, Thanks for this @LiveAquaria! I honestly wish though that someone would have bought it instead of it tearing its foot.