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Old 07-30-2012, 01:35 AM   #1
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drs. foster and smith / live aquaria

ordered a bunch of stuff totaling over $400
some of my order got here right away
3 weeks later I'm still waiting for the rest a tub of salt it shipped out twice and I still haven't seen it
figure that one out

as for live aquara ordered feeder shrimp 100 ct
was lucky if I received 20 as for size about a 1/8 inch
all my other live stock I ordered arrived dead
2 weeks later I'm still waiting on credits

my overall thought don't buy from them again
customer service rating from 1 to 10
I'll give them a -3
yes it's that bad!!!!

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Old 07-30-2012, 09:45 PM   #2
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Wow. I've ordered from both their sites multiple times in the past and had no problems at all. Have you contacted their customer service?
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Old 07-30-2012, 09:50 PM   #3
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That is really odd for LA...call them and see what they can do. Worst I ever had off of LA was a polyp eating nudibranch. But they helped me ID it to ensure it was a pest.
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Old 07-30-2012, 11:03 PM   #4
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Their customer service was the best I've found around in my 10+ orders with them. Try going to the live chat on the DFAS site
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Old 07-31-2012, 09:55 AM   #5
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Quote:
Originally Posted by George9 View Post
Their customer service was the best I've found
I've placed a dozen of orders through them and I agree with George9, their customer service ranks as one of the best if not the best.
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Old 07-31-2012, 10:57 AM   #6
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I'll agree with everybody here,..I've had numerous orders thru them and they've all been trauma free,...I'd give them a call and talk
to a manager and see if they can help you out,,... Good luck !!!
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Old 08-01-2012, 09:11 AM   #7
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Seriously, you need to call back and speak with someone else if you were treated like that. I have been ordering from them for about 10 years and have found their customer service to be among the best of any online store I've ever dealt with. They go above and beyond to insure customer satisfaction so I am very surprised by your post.
As was suggested by George9, you may want to try a Live Chat session to try and get your order straightened out.
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Old 08-03-2012, 02:37 PM   #8
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I called and called explained I am disable , I have a bad memory and need a paper trail. If I need to remember eveyone who owes me a credit I would be broke
if every business did business this way no one would buy from them
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Old 08-03-2012, 03:33 PM   #9
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I live an hour from DFS and have never had an issue. Some orders I ship (free shipping and they arrive in a day or so) and some I go pick up when I'm in their area.

Just placed another order today and for the first time ever in a long time, the order taker did seem a bit inexperienced and much slower than normal. I think it was just a fluke. She was having a hard time finding almost every item I needed. It was a big supply restock order. I'm ordering ahead and will pick this larger order up in person at the store tomorrow.

I would talk to them on their Facebook pages about your issues, you'll get an answer or a higher up contact name pretty quickly on there.

Let us know how it goes.

And remember, the person you talk to likely had nothing to do with screwing your order up, and the more pleasant you are, the more a CSR is willing to go above and beyond to help you. In any business.
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Old 08-03-2012, 05:08 PM   #10
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This order was for your shop? Did you do it by phone? They have always been fast with emailing out the transaction and notifications on the order being shipped with tracking numbers, so im not sure what other paper trail you're looking for?
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Old 08-04-2012, 01:17 AM   #11
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all I want is a invoice with credit listed and for how much
I cant always remember who I have a credit balance With , I don't just deal with them and its nice to know where I have some extra cash flowing
its not rocket science
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Old 08-07-2012, 06:50 PM   #12
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A notepad by the phone can be handy for writing the details. Start by asking them for the spelling of their name and do that for anyone you get transferred to. Take a minute to explain that you are disabled and need to write everything down. I'm sure everyone you talk to will understand and be patient while you jot down the details of your conversation.
Now you will have a complete written record of your transaction.

I have had issues with orders from thr doctors and LiveAquaria in the past. They have always come through for me without prodding or complaining. I once ordered a 72" light fixture that came with broken bulbs. I could hear the glass in the box. They told not to open it even after I suggested all I needed was new bulbs. They sent me a new fixture which also arrived with broken bulbs. I suggested they remove the bulbs before shipping. The CSR went down to the warehouse to make sure the 3rd shipment had the bulbs removed, properly packaged and shipped in a separate box. They picked up the return shipping on both damaged fixtures. Yes it took 3 weeks for me get a working light fixture, but I really could not ask for better service.

I'm sorry you are having such a problem with them' but please understand your experience is an exception. I still believe that a call, or email, or Facebook exchange will clear things up to your satisfaction.

Good luck!
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Old 09-17-2012, 02:38 PM   #13
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JUST A UPDATE

Still waiting for the refund to post back on credit card
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Old 09-22-2012, 12:50 AM   #14
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wow finally got refund sure took forever
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Old 09-22-2012, 04:57 AM   #15
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I order from them all the time I live in va and my order always comes within 24 hours and very healthy and alive.
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