Terrible Customer Service - Live Rock n Reef

[negative44]

---

I recently placed an order for 20 lbs of live refugiums rock. Before placing my order I wanted to find out all the shipping info. So I asked what type of shipping is Free with my purchase. I was told "2nd day FedEx. It has been shipped this way for 13 years and everything would be fine for even 3 to 4 days." Ok fine 2nd day should be ok. I did what I had to and found out all my info before placing my order. Well after placing my order and getting the tracking info, my order will be shipped FedEx ground and be delivered on Dec 13. Shipped on Dec 5th, so 8 days in shipping. I called to complain because as far as i am concerned this is not acceptable. Like the guy said in the email "they have done it this way for 13 years" So why was my order any different from the ones placed over the last 13 years? I talked to someone and they told me the live rock is fine for weeks in shipping this time of the year. He only mentioned the coraline being ok, never mentioned the critters in the rock. I didn't want to fight so I am chalking this up as a loss of money due to misinformation from there staff. I do not believe the critters in the live rock will make it that long. Does anyone agree with me or is Live Rock and Reef telling the truth? Am I wrong to be angry? Like the guy said they have some of the best rock, well thats why I ordered it. But i actually don't care how it looks, I want all the life, it's refugium rock. I will not be ordering from them again no matter how nice there other rock is. I want good service and responsable people, not someone who could care less about the thousands of critters they kill in transport. I have emails and tracking to prove everthing in this post if anyone needs them. FIRST AND LAST TIME CUSTOMER OF LIVE ROCK AND REEF. :sure:

 

[negative44]

Received the rock with no color or life left on it. It smelled really bad and was not packed with heat packs in freezing weather. So everything they told me and everything they have posted on there site is not even true. On top of that I gave them a low review and told the TRUTH but they screen there review before they post them(it tells you when you submit it, it has to be approved by them). Mine didn't make it to reviews. This is why the rock has good reviews. They weed out anything they don't approve of. Maybe even post there own. They had no feedback on this rock for 8 months till I called and complained and told them I was going to post my review of them. All of the sudden 2 reviews pop up with the exact opposite of my experience. One post even says rock was in transit for over a week and everything is great. Kinda odd that comment would pop up the day I called them and complained. Everyone knows this can't be true. Live rock in trasnport for a week and no die off at all? On other forums I was told by many to refuse the shipment because there was no way everything would live. How can everyone know this (and they were right) if this place says the opposite? Mine didn't make it, nothing is alive....... Not saying not to buy here just hold them to there word. Don't get ripped off like me. Don't let them get away with being cheap and lazy.

 

[benreitz]

I had the same exact experience. This is my first tank. I am so frustrated!!!!!