• Report: #723269

Complaint Review: Reef2go.com

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  • Submitted: Thu, April 28, 2011
  • Updated: Thu, November 03, 2011

  • Reported By: buggin64 — Spanaway Washington United States of America
3350 Ulmerton Rd #13 Internet United States of America

Reef2go.com Reef2_go DOES NOT ANSWER EMAILS OR PHONE livestock 75% DOA!, Internet

*UPDATE Employee: Reefs2Go Response

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To make it short..   I ordered they did leave out 1 thing and credited to store credit.   75% of the livestock was DOA..   Tried to email multiple time and call.  put no answer been 2 weeks wrote a report on BBB READ THAT...            




Dont make the same mistake I did sure you might get the product but if anything is dead forget about it you SOL

This report was posted on Ripoff Report on 04/28/2011 02:17 PM and is a permanent record located here: http://www.ripoffreport.com/r/Reef2gocom/internet/Reef2gocom-Reef2go-DOES-NOT-ANSWER-EMAILS-OR-PHONE-livestock-75-DOA-Internet-723269. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Reefs2Go Response

AUTHOR: Reefs2Go.com - (United States of America)

We are never to busy for customer service, but honestly you have given me little to work with in your posting as there is no name or additional information that would help me locate your account for research. The number you have listed here is not our business number but a personal cell phone number for someone that has nothing to do with customer service in our company. We would appreciate it if you would remove their personal cell phone number from your posting as they will be unable to help anyone trying to contact them.

Our business phone number is posted on our website, and is 727-623-0914.  I would encourage anyone with outstanding issues or concerns contact us at that number for assistance.  We are available Monday - Thursday from 10 AM - 5PM Eastern Time.

We provide an unconditional 14 day guarantee on all of our live items, than begins from the moment you receive your package. We ask that you keep your packing slip for that time frame and if anything goes wrong with an item, simply snap a picture of the item on the packing slip and email it to us.  We don't ask for you to ship it back packed in salt nor do we require a water sample as some of our competitors do, just a picture. If you provide that information to us as requested, we give you a gift card that is good for anything in our store, which never expires. Also, if the item is a free item that is shipped to you, we still guarantee it and will provide you a coupon code for the replacement of the item on your next order. Yet, in most cases, if you go and buy the same item from the local fish store and drive home with it and it dies... your guarantee expired the moment you left the building and if you got anything for free it is doubtful they would provide a guarantee on that item either.

In our industry, we do find that working with live animals leaves us at a disadvantage, it is not an environment where they are boxes on a shelf waiting to be shipped.  We have all manner of items coming in and out of our systems each day, add to that that the circle of life is present even in our
tanks.  Big fish eat small fish, fish consume inverts, fish die from stress, or even leap out of a tank and onto the floor. We will not send an animal out the door if we feel it will not hold up to the stress of shipping. We have divers that go to procure the items we need, only to find that the animals have relocated. All of these factors can influence an item not being available to ship when your order is scheduled.  I can understand this is frustrating as a customer, but while we have worked to reduce the number of items not included in a shipment, we will never be able to completely eliminate this from happening.

I do hope that the "why/how" we do what we do, will help you, as a customer, understand the way we do business and I do hope that you will choose to continue to do business with us at some point in the future.
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