HECK OF A GOOD PRICE !!

[reefrunner69]

So how did it go? Did they make an effort to make you happy?

[Hara]

Well, the email was ignored. I called and spoke with their customer service guy. The problem is twofold, I did get, technically, what I ordered.
The problem lies in the fact I was told that what I ordered, would contain what I wanted.

SO, customer service rep gives me the option of Fedexing shipment back..yeah right, I am going to pay an additional 65.00 to send back something that I did not wish to purchase to begin with. All to send me back something that I would again pay shipping on and would only have been an additional 30 cents a pound...hand picked. He says he will speak to Jeff, and get back to me via email. I just got the email where Jeff restates exactly what I just said, and then asks what I would like them to do about it...I have no idea how to respond. I know I am not happy with what I ordered, yet I do not know what an equitable solution would be. I told the customer service guy that I would have gladly paid the additional few cents per pound to have it hand-picked, had I been informed that it was a box of whatnots that was being sent. But I was told it would be 7-8 lb rocks...I just do not know what to do about this.

[reefrunner69]

Originally Posted by Hara

Well, the email was ignored. I called and spoke with their customer service guy. The problem is twofold, I did get, technically, what I ordered.
The problem lies in the fact I was told that what I ordered, would contain what I wanted.

Hmmm, I would say if you were told your order would contain something and it did not work out that way, then you didn't get what you ordered.

My reply would be...

Jeff,
On xxdate, I ordered, via telephone, a 50# box of rock from your facility. When I spoke to, insert service reps name here, he assured me that the rock would average 8# a piece. When I received the rock on 10-9-02, I was quite dismayed to find the rocks were an average of 3-4 lbs per. While I understand your position, this rock was misrepresented to me. I would gladly have paid the additional for the hand picked rock, had (reps name) not told me the rock would be 8 lbs per rock. This situation is unacceptable, I will not pay for the shipping to return this rock! I will go to the trouble to box it back up and drive to FedEx to ship it back to you, but you have to foot the bill for the shipping. At the time you get the rock back, I would like for you to send me a 50lb box of hand picked rock with each piece averaging between 6-8 lbs. Shipped overnight to me. If this is unacceptable, I will make certain that I relay my experience with your establishment to as many people as will listen. I am a member of several on-line S/W aquarium message boards, and I will relay my experiences on their message boards as well. I am sorry that it has come to this, I certainly hope that you will stand behind what your employee told me and make this right.

Sincerely....

[Hara]

this is what i sent Jeff...geez I hate having to sound like a hardcase bi**h.

While I can appreciate the comment that I paid for a standard box of Fiji and got a standard box of Fiji, that is not even the issue.
As you see in my original emails to you, I asked about the size of the rocks. You replied and I found the answer rather vague. Because of
this, I called and talked to someone at your purchase desk. I told him that I had a large tank and did not want softball size pieces. He assured me that they would all be in the 7-8 pound range. The fact is, as I told Ethan, I would have paid for the extra handpick charge and even the normal price that was on the online page, if it meant that I would get what I want. I would rather pay a little more for something I want than 177.00 for something I did not want. I guess what it is now, is that you will either stand behind what an employee told your customer or not.
I cannot see any mathematical logic in having to pay 65.00 to ship this mess back to you. Sounds like I would be throwing away good money after bad.

Also, this was not the first snafu in my ordering with your company. Luckily, I track packaging in order to make sure that someone would be home. The first order was scheduled to be on the road for 4 days..Monday-Thursday. Ethan can verify this as he checked it, recalled the package and had a new one sent out. It seems to me that you may have more than one problem with your employees. As far as how you can help me resolve this, I do not see where it is up to me to resolve anything. I will either end up a happy customer and tell everyone how great you were, or the opposite will happen. All the aquarium message boards that I am on have vendor reviews and I am hoping to be able to give you a good review.

I do not wish to sound mean and ugly on this, but this was money saved to buy centerpiece rock for an aquarium I have waited for for a very long time.

Sincerely,

[fishfreek]

Of course I do think it fair that if the hand picked rock is $.30/lb more that you pay the additional $15 that would be the extra $.30/lb. I think the problem lies in the communication between the sales rep an yourself. If you expressed a desire to have the rocks an average weight of 6-8# and you where never informed that it would take you ordering the "hand picked" rock package to get that then ultimatly the sales rep that you talked to is to blame.

Of course another corse of action might be a refund of some money. Maybe request the shipping cost be refunded to you or agreeing to pay a lower cost per lb. If you want more rock possibly getting Jeff to ship you X#'s of 'hand picked' rock that he personally picks and weights to you for a greatly discounted price.

I would say the ball is in your court. Decide what will make you most happy and ask for it.

[fishfreek]

Well obviously my post was composed while your last post so thats why it looks odd i post suggestions after you post what you did send.

But I had this thought. What if the first box that was shipped incorrectly acutally was exactly what you ordered? And when the error was discovered someone in shipping rushed to get a box of LR out the door in such haste that they did not look at any possible comments that could have been placed on the order by the sales staff.

Thats a possiblility.

I do wish you the best of luck in getting this resolved.

[Hara]

well, as much as I would like to think so....Jeff's reply to my email pretty well negates that.

He said there were primarily 3 of them that answer the phone, he, Ethan and a guy named Scott....he is waiting to talk to Scott. This tells me that
he a) does not believe what I said, even though the question of size was addressed to him via email b) he is stalling c) I will end up chalking this up as just a bad experience.

[Hara]

oh, as far a s the part where they were just in a rush to do what was right,
that is not the case as Jeff said I got exactly what I paid for.

[fishfreek]

as Jeff said I got exactly what I paid for

But, the real question is this...

Did you get what you ordered?

If you have e-mail documentation that you specificly asked for rocks to be a specific size and was never informed to the contrary that you would have to be charged extra then the package you got should have been what you ordered.

I would inform jeff that you feel while you DID get what you PAID for you DID NOT get what you ORDERED. Send the e-mails (with headers) to jeff proving that you DID infact request rocks of a given size and at no time was it explained that to get a specific size rock you would have to pay the extra amount.

[Hara]

I did just that, all the emails are reply's back and forth. Why on earth he feels he has to talk to the other employee is baffling. Unless he is just not wanting to do anything to make amends. Which is what I put in the message to him that I posted here. He will either do what is right, or not. The ball is in his court.

[Hara]

Well, he said he would talk to the guy and get back to me, he has not.
I think that pretty well sums it up for me.

If I were doing a tumbup/down on this vendor, I would have to give him a thumbs down as it is obvious he does not care enough about his customers to attempt to resolve an issue.

[fishfreek]

I am truly sorry about the experence you have had with jeff's exotic. While kevin did not have an issue with his order of corals from jeff he is happy with the quality of the order.

I feel your experence with jeff should defiantly rase caution for anyone who is ordering from him.

[Hara]

Just to make sure you guys know the final result, my compensation for this wonderful experience is that Jeff will only charge me half of the normal shipping on whatever I buy next......gee, I feel warm and fuzzy inside.