Unique Corals

[ksfulk]

Here's an email exchange I had based on my experience with ordering from Unique corals for the first time (some minor edits to remove phone numbers/order information). Far and away,this is one of the best interactions Ive had with a company that I deal with on a non-face to face basis. From the phone calls to confirm shipping, to the questions about weather and how I wanted my delviery handled was all well above what was promised. If every vendor put this kind of care and communication into their products, there would never be negative feedback. I only ordered two frags, so the order was small, but they still took care of things and backed up their promises two weeks after the fact. Scott (and crew) have won my business and support. Since most reviews are vague and bias - I wanted to share the email communications I had as well.

Bottom line - Unique Corals takes care of its customers - 100% If you are hesitant to make that first order, make it... you wont be sorry!

-Kris

I recently placed my first order with Unique corals after having a really bad experience with another online coral vendor. However, with all the great reviews and reading Scotts mini-blog posts on reef2reef, I decided I would take a chance and order a few pieces that I had been drooling over for a while on the website. I was extremely pleased with the communication I recieved, and the phone call that I recieved to confirm shipping was a really nice touch. I was very happy even though the shipment was delayed due to poor weather. When I recieved the two frags they were looking a little beat up from Fed-Ex's "create a frag" handling program, but I was excited to see that the Voodoo acro was truly larger than was advertised. The echinata, on the other hand, was pretty rough. There was some skeleton showing through were the frag had been roughed up in the box, and some of the flesh was coming off the frag around the edges. Still, shipping is harsh on the little guys, so I figured I would give it some time and see if it would pull through.​

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Unfortunately, it hasnt. I placed the bags in my sump for 20 minutes to come to tank temperature, then I removed both frags from their plugs (as Ive gotten some pests in that way before - nothing against your facility just a percaution I always take now), placed them on a new plug and did a 15 minute dip in a solution of Bayer Total Insect killer and tank water before getting two rinses in tank water and being placed into the tank on my frag rack (which is out of direct light, as I run some high powered LEDs, and I know that those can shred unacclimated coral) and stared at them intently for an hour or so before the lights went out. I saw some polyp extension from the acro almost right away, and the echinata puffed up a little bit, but the bone white skeleton that was poking through glared at me the entire time.​

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Ive been watching the coral regress over the past 10 or so days, and today when I came home, the flesh was completely gone from the coral, and I have only a sad skeleton left on my frag plug. I was really excited about that coral, as the orange was simply breath-taking and it was one of those "stop and stare" kind of specimens on the website. I was feeling pretty down about the whole thing, as the voodoo acro is already encrusting heavily on the new plug and sporting the same orange, blue and green I saw on the website.​

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I was talking to a friend who mentioned that your guarantee was longer than other ones, and when he left, I bolted to the computer to look it up, and lo and behold I see that the site says your frags are guaranteed for 21 days! WOW! Thats some serious faith in your frags. That said, I wanted to write you this message to see what I should do about this situation, and if you need something from me in order to fulfill the guarantee (pictures, actual frag, first born child, whatever).​

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Thank you and I look forward to hearing from you soon.

-Kris​

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Hi Kristopher,

Sorry to hear about the Reefgen piece…I know that you did all the right stuff and it still took a hit in shipping that it didn’t seem to bounce back from…It sucks, but it happens.

We are absolutely committed to you having a great experience with Unique Corals, so we will be happy to credit your for the coral. Basically, we can offer a credit equivalent to the price of the coral that you can use on a future order with us, or we can send a replacement with your next order, or simply refund your credit card. Your call. I left a message as well, so please feel free to call me at 818-570-0848 to discuss!

Thanks again for being a customer, and we’re sorry to hear about the coral not making it.

Warm Regards,

Scott Fellman
Unique Corals

Hi Scott -​

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Thanks for calling me last week, I appreciate the follow up. As I know you're a busy guy, I wanted to shoot you a note as a reminder of the outcome of our conversation on the phone (you make/take enough calls during the day, you are bound to not remember every single one!). I would like to take a credit for the ReefGen piece in hopes that when my new system is up and running that I can use it to score some equally nice pieces. The Voodoo stag is doing very well, showing encrusting along the new frag plug and a few new tips starting to peek out from the base already. Im very very pleased, even with the piece that didnt make it. You guys are doing both the business and customer service right. I really appreciate it and I cant wait to do more business with you and your associates in the future.​

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Thanks,​

-Kris

Hi Kris,​

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No problem…Never too busy to talk to customers…Sometimes it takes a while to get back to everyone, and we appreciate the patience!​

Do let me know if you have any questions!​

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Thanks!
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[uniquecorals]

Kris,

Thanks for the very kind words. We really appreciate your support. Customer service is literally the foundation on which our business operates, and when stuff goes wrong- as it did in your case- that's when it's most important to take care of our customers. It's an opportunity for us to show you the depth of our commitment to serving you, to differentiate ourselves form the crowd, and also a chance for us to learn and improve. We all make mistakes- and stuff beyond our control happens, too. Doesn't matter what it is. The bottom line is that this is supposed to be an enjoyable experience and a fun hobby, which is why we are completely focused on making your coral buying experience as good as it possibly can be.

Joe and I, as well as the rest of the staff here at Unique Corals are happy that you had the confidence to choose us as your coral vendor, and we look forward to serving you again in the future!

Regards,

Scott Fellman, Co-Owner
Unique Corals