Your Shopping Experiences??

firsttime · Jun 17, 2010

Please note: This discussion is not targeting any specific vendor, its a general observation.

From the time I initiate an order with a vendor to the time before I receive my package , I have made my decision if I will deal with that vendor again (irrespective of live or dead on arrival). What are your thoughts and experiences?

I have been in the hobby for about 2 yrs now and I have made a correlation that depending on how I am treated between the time I place my order and receive my order I make my decision weather I will be shopping again with a vendor.

I have also observed that large vendors does not equal good service/good goods. - Your thoughts and experiences on this??

fsn77 · Jun 17, 2010

I would agree that how things go between an order being placed and receiving the order is important. I've chosen to not be a repeat customer to a small number of companies because of poor communication during that time. There was at least one time that I placed an order, but never received any notice of the items being shipped. I waited... and waited... then the shipment finally arrived -- 3+ weeks later. I hadn't ordered anything usually sized or heavy, so I couldn't understand why it would take so long to arrive unless the place just didn't ship it until many days after I had placed the order.

I've grown to prefer buying from some of the smaller vendors. While most of the larger vendors have good customer service policies, I've found that many of the smaller vendors are simply easier to deal with if you questions or any issues with a product or shipment.

SDguy · Jun 17, 2010

firsttime said:
From the time I initiate an order with a vendor to the time before I receive my package , I have made my decision if I will deal with that vendor again (irrespective of live or dead on arrival). What are your thoughts and experiences?

Hmmm, I would think packaging would also influence my decision. A great ordering experience + horrid shipping = bad ending, IMO.

kingfisherfleshy · Jun 17, 2010

Generally I agree. I have bought from only one guy on here, and even though I payed what (as a college student) I thought was a fairly steep price he made it seem worth it when he came through for me, talked to me constantly...and was interested in the sucess of the corals even after they were in my tank. He has offered to replace things, and that has made it worth while dealing with him in that regard alone.

scott26 · Jun 23, 2010

The way I decided to deal with a vendor is from the start of the purchase through the use of the product that includes any problems with the product that I might have and any returns that I might have to go through. If the product is inexpensive and gets to me fast... but doesn't work it wont do me much good not having good returns or customer serivice from the company.

Troylee · Jun 23, 2010

Customer service first then quality of goods... The rest falls in place...

ddinox64 · Jun 24, 2010

Fsn77. That's where a tracking number comes in handy. I demand tracking numbers.
I 've seen things shipped the next day by vendor and watch it sit in a distribution plant for 3 days then make it across country in one. what the heck? Forget the transit company, but I was livid. Couldn't blame the seller though. He had packed and shipped very next day after ordering.

Like Troylee said. Buying experience is everything. Product line up to buyer. Vendor makes us feel good about purchase.

Alpha Aquaculture · Jun 24, 2010

I agree with all of your opinions. The one thing that I do not like is if the vendor ships out a live package without oking it with me. I mean some of us have lives and don't just sit around all day waiting for packages. Shipping out a package with something alive in it and not confirming that the day is ok with the customer is a horrible practice. Then either the coral dies or you have to rearrange your entire day to deal with it. In my experience this usually occurs with husband and wife teams that miscommunicate with each other. I have had this happen maybe 10 times and its always very annoying. Each time it happens after I make this statement initially... Please do not ship without confirming the date with an ok from me first.

On a side note. Some vendors give you very small frags while others always give you freebies.

dakotasreef · Jun 24, 2010

I agree that customer service is key. Communication is key. Just last week I had ordered a Mystery wrasse and some Anthias on Tuesday which was priced incredible. The company said that the order would ship out Thursday, so wed I added some scarlet hermits and specifically asked if the add-on would delay the order and they said no. Thursday evening I get an email saying my order was delayed, with out a reason. So I sent the vendor an email with no response, then two more without a response. Finally I requested a refund and started a dispute with Paypal. They still did not respond. after the weekend they finally issued a refund and gave me three excuses on the lack of communication. What really frustrated me was that they were quick to take more money from me, but could not even give me the time of day to respond about the delay.

Now this was a smaller company, and sometimes it is worth it to pay a little more from a reputable company with a proven track record.

The second company I ended ordering from, replied to all of my questions quickly. The nice thing about them is that they answered the questions as enthusiest, not as salesmem.

coral diver · Jun 24, 2010

I would also get some feed back from fellow hobbyist about their experience with the said company or on-line store good or bad then it would give you someting to think about IMO.

wishntoboutside · Jun 24, 2010

this is a great thread. I personally think it is all about customer service. Although I am a vendor here. I still order online from others but lately my biggest let down has been photoshoping. but that appears to be an ongoing issue with many.

hwntunda · Jun 25, 2010

i highly agree that customer service should be priority! right now im having difficulties with a vendor here and his response is the same thing for over 2 weeks...(he cant find a box...?) i must have PMd him about 15-20x with the same response over and over... if any reply at all! so i just recently asked for a refund, and am waiting for a reply. i dont mean to come off harsh but,to me that is very bad service and dont think any biz shoould be run that way. but on the other hand!, another vendor on here is superb! even ships out the same day!, if ordered in time for pick up...lol u guys know who you are:crossedlips:

secretreefer · Jun 25, 2010

I agree. customer service #1!!!! It's not hard to do, have reasonable prices, great communication, quick shipping and great products. That's only 4 things to do!!!! i'm having a terrible experience right now. 2nd time. same vendor. paid june 9th and still no item. IT'S ALREADY THE 25TH!!!!!!