Originally Posted by TheTodd
Most stores won't guarantee fish after they leave because they have no idea what your tank conditions are, how you acclimate, fish compatability, etc. The good ones, however, should do what yours did, if it was in fact disease. Even with that, it's not really their fault, but getting a bad batch, they can probably make a claim with their supplier and get a fraction back as credit.
When I was managing a LFS
we always offered a guarantee on livestock, but we also asked a lot of questions and generally had a good idea of where our customers tanks were at.
This place just gives me the overall impression that they just want to push stuff out the door regardless and take a real issue with any and all returns/complaints.
I won't even go into their very questionable business operations that I'm certain the state tax franchise board would be verrrry interested in.
In addition to a stint managing a fish store, I have over 20 years of retail management experience, and it all falls under the heading of "good customer service", plain and simple.
What did their attitude garner them over a $12 fish?
Certainly not any more $$$ from me.
There is another store I visit. Nice folks, decent coral, but they act like any question concerning pricing is armed robbery, even when their prices are easily 20% higher than local competition, then there are ALWAYS dead or diseased fish in the tanks. But they go on about the hard economy and needing support from hobbyist like me, but utterly fail when it comes to implementing a few simple customer survive oriented business practices;
offer free water testing for customers considering a pricy fish, we always did to protect the customer as well as the store.
offer 24-36 hour guarantee on all livestock (trust me, loss of livestock IS figured into the pricing, it's all part of the cost of doing business)
make sure the tanks are always clean and no dead critters (having dead fish in a tank is a sure selling point. )
don't try to pay the rent with every customers purchase, have some barter/wiggle room.
and although not wanting to sound prejudiced or anything , but I have found this to be true of every Asian owned and operated LFS
I have visited, if you make it clear you are just looking and not buying, they seem to want you to GTFO!
I honestly wonder how some places manage to stay in business with some of the horrible customer service I have encountered.